I've been waiting on a Christmas present to be delivered. It's addressed to my work at an industrial park where we ship and receive products during typical business hours. After tracking the package and seeing a failed attempt on a Saturday and Another failed attempt at 9pm on a Monday. I was able to find in their website how to update receiving hours. After the hours were updated, it was failed to deliver again 8pm the next day. So I again attempted to inform OnTrac the business is closed and what the business hours are. Well here we are 2 days later and nothing has happened yet it says it's been "out for delivery" again since 10:35 am. Also the facility it came to is in a town only 25 minutes away from the delivery address. So I get on the online chat with ontrac tonight. There wasn't a phone number I found on their website. I explain to them multiple times in the chat how I've updated the hours, yet she writes it's still out for delivery and could be delivered as late as midnight? I write again this is a commercial business and that I've updated the hours twice to make sure. She writes again that she sees the updated notes about receiving hours and the package is out for delivery. I tell her again, this town the driver is taking the package from is 25 minutes from the receiving address and it has been out for delivery for several different days and yet never delivered. I ask her to admit the package is lost. She writes the package is not lost it is out for delivery. Then when I get through with the online chat which the representative ended. I get a text update from ontrac at 6:30ish that my package was unable to be delivered. This company is the worst I've ever worked with. I literally work in a private owned warehouse and pack and ship out orders all day long. I'm very familiar with this process. This customer service rep had no idea how to answer my questions and clearly didn't want to help investigate this issues. I've spoken to the company I ordered the Christmas gift from and explained how absurd using Ontrac is for the caliber of company they are (Fanatics). I was asked to call back in two days if I don't receive my package and get a refund and then reorder. OnTrac is terrible and I feel sorry for the people that work there. They clearly have no pride in their work. Maybe it comes from how your employer treats you, but they need to do better. I've read several of these other reviews and it's obvious they aren't reliable

1. Ontrac delivered to me package of neighbor's from over mile away! Not even similar house# or same street name!

2. they THREW, no HEAVED package from end of driveway towards door where it bounced and rolled many times before hitting wall. Must be some kind of glassware as something inside broke and leaking fluids out.

3. later, they did deliver one of my packages. This too was tossed from end of driveway Luckiky it wasn't anything fragile. Box was still beat up though.

I'm contacting vendors I bought from and reporting these incidents. Tell them I'm not going to order anything from them if Ontrac is used for delivery.

https://my.arlo.com/hmsweb/users/library/share/link/F6DFDA4EB8CB1948_*******

https://my.arlo.com/hmsweb/users/library/share/link/A4F7D25B41C5AB54_*******

2nd experience with OnTrac. Constant promises and shipping delays. Worst service ever! I rate it 0.

OnTrac/Lasership}FakeScanning/StolenPackage! Can'tFollowSimpleInstructions! ReplaceThemWithRobots4Real

Quite frankly I've been very happy w/On Trac, I mean my packages have arrived very squished and what not but none have been damaged to the extent of where they aren't working. And...for the most part EXTREMELY ON TIME TOO! Here is where I for the 1st time am upset. My package was for the most part dripping wet and had one big hole on top of the little holes that come with the packaging to begin with a d when opened up items were WET INSIDE! So I tried to reach out about it & wasn't able to address issue, so I tried to reach out to the contact us STUPID AI BOT(I really hate these) so I was asked for tracking number & I waited for 5 mins for response as it seemed to bot couldn't pull up tracking # so I said rep please the bot then asks for my name & I acquiesce then it wants my email & at 1st I was like no & seeing that wasn't getting me anywhere I finally give in then they asked for my phone # & that's when I said enuff, no rep now! And I kept getting told that wasn't a valid phone # & I said NO each time & finally the bot just started to act like it was typing for 10 mins. This is why I'm leaving a bad review WHAT HAS HAPPENED TO THIS WORLD WHERE 1) CANT LEAVE A COMPLAINT & 2) CANT REACH A HUMAN TO SPEAK TO ABOUT SAID COMPLAINT FOR CRYIN OUTLOUD & NOW THAT IVE HAD TO TAKE THE TIME TO DO THIS IM TAKING AWAY ANOTHER STAR! Absolutely unacceptable we are humans not robots & I'm going to challenge ANY COMPANY that as efficient as AI BOTS SEEM. In the end you'll rue the day you chose a bot over a human to handle HUMAN issues such as speaking to a rep about a wet damaged package & also not being able to reach someone!

Terrible service with Unprofessional people.Alway late...damage packages...

Let me tell you, if you are shipping through this company, you WILL lose business. ZERO STARS. SCAM TKS

Customer Service <*******@lasership.com>
To:

Fri, Jun 23 at 5:52 PM

Dear Jerry

Thank you for contacting the OnTrac Customer Service team. We've received your inquiry and are working hard to process your request.

Expect to hear from us within 2 business days with an update via email. Below are some resources that you may find helpful:
Please click "reply" to this email if you'd like to add details to your case
Visit https://www.ontrac.com for the latest update on your package status
Find answers to the most common tracking questions by visiting our FAQ page at https://www.ontrac.com/support/
Check out NotifyMe on the tracking page at https://www.ontrac.com/tracking/ for text updates on your package. You can be notified when your package is out for delivery, if an attempt is made and when it's delivered.
For your reference, here is your case number: 0
Tracking Number: C

Have a great rest of your day,
The OnTrac Customer Service Team

(ref:)
[ref: ref:_00D412kxbf._5008X2PJRpI:ref]

Jerry
To:
Customer Service

Fri, Jun 30 at 11:57 AM

I still have not gotten my package, WHY?
I have filled outs that form of your 8 times with my email address & phone number.
My address is Yuma AZ, ******* is the right address!
I am a 71 year old man living in Yuma AZ where the temps today will hit 110 degrees. My package from HOME DEPO is a NewAir 470 CFM, 3 speed Portable Evaporative Cooler and Fan for 250 sq. Ft. Cooling Area.
Do you think you are part of the human race by not delivering my package to me, which YOU got PAYED FOR?
Nothing from you but this email. So you know how to get hold of me BUT NOTHING!

Show original message

18 years ago i evicted a person from one of hy houses for non payment and other things. This was in 2004. In 2021 i was at the lical post office. The reson i was evicted was thier too. He finished his business and was wearing a company shirt from Ontrac. He was at work at that time. He waited for me for 15 approx minutes. He came up tp me and said i have been on your property and at your house delivering packages. Hesaid he wanted his property fron the eviction 18 ish years ago. I said what ever, i then called his company and they said that thsi had happened. They said that they would make sure he would not be delivering my packages. Then on 1-3-2021 i recieved another package. This one had a note on it from this person and he wanted his property from 18 years ago and he left his phone number this time. I again called OnTrac ans they said he would not be on my property again. This was confirmed through email. Yesterday on 4-6-2022 i reciebed a shipping notification that i would have a package from OnTrac. I called OnTrac and found out that this person would be delivering my perishable package. Through many calls i was told that I would need to pick up the package and they would contact me or email when and were to pick it up. On 4-7-2022 i started to call OnTrac at approc 10:30 am to find out were to pick up the package. No one could tell me. I was escalated to a higher person again. They saidd that they would contact me back. I called a second time a hour later and was told about the same thing. It was now approx 1230 pm. I then called back again and was told that the package was sent back and that all further packages would be held at a location in my local city. They again could not give me a phone number or address of this facility. How in the world can i get my packages if i can not find were they are. They said that they did not know where the place was either. This is stupid on there part and i will not or try not to use them since this is not correct

I ordered a laptop computer from BestBuy with a 2 day shipping option. The computer was due for delivery October 26th. BestBuy shipped the computer using OnTrac. OnTrac received the order on October 25th. As of 11/5, the package still had not been delivered. I contacted OnTrac customer service multiple times, and each time I did, I was told that the package is scheduled for delivery the next business day, but then it never arrived. I asked to be allowed to pick the package up from the distribution center and was told no, despite the fact that their website lists this as an option. My husband contacted the distribution center directly on the 29th and spoke to the General Manager, who at the time said that YES, we could come pick the laptop up from the center. Then when we tried to arrange a time to do that, he instead said that he would personally bring the computer to my husband after work on the 30th. He obviously did not do that, stating that the package could not be located at the distribution center but that he would have it located the next day. Nothing came of it. I contacted OnTrac again on 11/3 and was essentially told that customer service had provided me all of the information they were going to provide me on the subject- they were experiencing delays, they won't provide me an ETA on when I will get the package. My husband contacted the distribution center again on 11/5 and was accused of lying about the contact he had with the general manager (he still has the text messages on his phone). The distribution center told him they have no idea where the package currently is (despite having scanned it 3 times) and said it would take 3 DAYS to locate it. At this point they advised us to just contact Best Buy and cancel the order entirely because they are unable to fulfill it. Which we did. And then they were magically able to find the package and called to tell me it was being held for pickup. I told them to just process the return at that point, which they did almost immediately. So they can locate packages when they're at risk of pissing off Best Buy, just not when customers want the things they've paid for.

UPDATE: Prior to giving up entirely on the package, I filed a complaint with the BBB. I got an answer from the company today, claiming that they had "exhausted every resource to locate the package before concluding that it had been lost". Which... no, they found it, they just couldn't find it for ME.