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    OnTrac

OnTrac

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Overview

OnTrac has a rating of 1.1 stars from 1,432 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about OnTrac most frequently mention customer service, front door, and next day problems. OnTrac ranks 428th among Shipping sites.

  • Service
    726
  • Value
    596
  • Shipping
    709
  • Returns
    451
  • Quality
    589

This company does not typically respond to reviews

Positive reviews (last 12 months): 5.1%
Positive
8
Neutral
0
Negative
149
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How would you rate OnTrac?
Top Positive Review

“Almost there, good! Just could get better”

Technical D.
10/7/23

I've heard literal horror stories about ontrac from so many people (even my therapist?) and so when I ended up getting them for my package shipping I was scared. They did deliver which I'm thankful for. My items were in great condition, which is even better. Everything was there too! Infact other then the absolute blunder that was getting my address wrong in every sense (I still wonder how that happened lol) the shipment was great! When they said they delivered and no one answered I was a bit afraid seeing as literally everyone but me was home that day and no one got it, but after a quick message they got it to me by the next morning which was amazing and I can't thank them enough for that! But in the end, be careful when shipping with companies like this because it's a hit or miss, I'm just glad I hit a homerun with this one

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Top Critical Review

“Cannot be delivered due to address!”

Ricky C.
8/27/24

EVERYONE gets this or they get their package thrown or destroyed. They probably opened my package and then said I need 3 days to confirm my address which is funny because I ordered 2 of them and 1 was delivered fast by FedEx. The other I ordered first by OnTrac and it's still not delivered even after ongoing disputes on my address. It's Philadelphia pa. You cannot find Philadelphia pa? Don't work for a shipping company if you're bad at addresses. I cannot order anything if I did not add my address in so 2-3 weeks now and nothing. A refund does not even help the issue. I'm so frustrated / disappointed / angry at the shipping service.

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Reviews (1,432)

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Reviews that mention popular keywords

customer service (310) front door (106) delivery service (173)
Thumbnail of user tial86
Florida
1 review
1 helpful vote
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August 19th, 2023

I honestly wish 0 stars was a choice of review. Your service and shipping is HORRIBLE! And on top of that there no possible way to contact you guys! I tried going there to get my package and no one would let me in!

Thumbnail of user celestel30
California
1 review
1 helpful vote
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December 10th, 2019

OnTrac is horrible. I've had delivery issues for months and no one has been able to help - after countless calls and escalations. Now the "supervisor" who was supposed to help won't call back. The delivery people leave packages near the road where they can easily be stolen - despite very clear instructions on our account to leave packages at the house. Packages are left in the rain without any protection. Delivery notices come 2 hours after delivery. I now only order from retailers who do NOT ship via OnTrac. They are pathetic.

Thumbnail of user vincea37
Oregon
1 review
8 helpful votes
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November 19th, 2020

The package never left the building. I call from 8:00am until 4:30 p.m. and talk to 4 people. All the people were great and tried to help but no-one in the eugene facility would return any call or email. I live in eugene and asked if i could go pick it up they said no. I wonder if I will get it before the weekend. Today is Thursday. 11/19/2020

Thumbnail of user angelaa1886
Virginia
1 review
0 helpful votes
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November 5th, 2023

They kept delaying the delivery of my package. When I reached out, they marked my package as undeliverable and said package is missing. Companies like banana republic should not be doing business with Ontrac. Terrible!

Thumbnail of user jcss1
Nevada
1 review
1 helpful vote
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February 13th, 2023

Review would never use a company that has no one to talk with extremely frustrating all day it had todays date 2/13 and now gone no more date no info from tracking all day yesterday and today date on its way in transit what a joke Ups or mail I would of had hours ago!Now 6pm nothing hope your invisible CEO reads reviews not a good way to keep customers!and no people to ask questions accept sousy recording with 2 options!

Service
Value
Shipping
Thumbnail of user thomasx13
Washington
2 reviews
8 helpful votes
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December 4th, 2020

Worst shipping company I have ever experienced. Every day the status says it will be delivered only to be rescheduled. So far four times. I've filled out their online form twice with no response. I am on the phone right now waiting on hold for 1hr 10 minutes so far. My order was from Bed Bath and Beyond. Their customer service is no help either! I doubt I will ever get the package.

Thumbnail of user teresitar26
New York
1 review
0 helpful votes
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December 27th, 2023

I did not receive my package words over $300 of merchandice from temu. Because on trac sucks, they are either thieves or idiots they take a picture. Of the package being delivered, but it does not even come close to representing the doormat that is in front of my apartment, who are they fooling

Thumbnail of user jenniferl1944
Washington
1 review
2 helpful votes
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July 30th, 2021

I ordered a cooler from Walmart that was shipped via OnTrac. It was marked arrived at the facility near me but the delivery was delayed twice. I called customer service to see if I could just pick it up, they put in the request but 2 days later they were still trying to locate it. It was eventually marked lost & Walmart has processed a replacement order, hopefully not using OnTrac. I wouldn't be surprised if there's an inside situation of theft & resale going on with all of these "lost" claims.

Service
Value
Shipping
Quality
Thumbnail of user joannem638
California
1 review
1 helpful vote
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November 5th, 2021

We have had MULTIPLE issues with this company. They are used to deliver critical medical supplies for my disabled daughter so their issues have not only been frustrating but medically dangerous as well. This last time has been the worst. They lost 2 different deliveries of medical supplies. The supplies were supposed to come quickly but instead after over a week, we found out that they had lost the packages, had no idea where they'd delivered them, and had no ability to track them at all.

The packages were not stolen off our porch. Because of Covid, we are always at home. We also live on a little, dead end lane in the country with no thru traffic. We also have a small dog who notifies us whenever someone comes in the drive. No one came. No one delivered any packages.

When a company is responsible for delivering critical medical supplies, they sure as heck need to do a better job than Ontrac does.

Products used:
not delivered

Thumbnail of user mercedesg36
California
1 review
2 helpful votes
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November 20th, 2020

On Trac email states they delivered on 11/20/20@ 1430 hrs. Gated, private, isolated, rural road, security cameras active and reviewed, no vehicle prior to or after. What is happening to all these packages in the care/custody of On Trac that never reaches the consumer? Stashed in a warehouse somewhere?

Thumbnail of user nathanr497
Washington
1 review
2 helpful votes
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April 1st, 2023

I ordered my adizero cleats 2 days ago and they arrived 3 hours ago, i picked the free shipping which would make my cleats arrive next thursday, but they arrived already. The shipping and scanning was so quick adidas has yet to update their tracking site. 5/5 stars for sure

Products used:
Cleats

Service
Value
Shipping
Quality
Thumbnail of user tiffanys936
Washington
1 review
0 helpful votes
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May 31st, 2023

1 star is too deserving for this review. This company lost my package because they said they "needed more info about my address" some thing I never had to do ever (I live in a normal neighborhood in a normal house) when I reached out for assistance - serval times over serval days. The "live" agents send you nothing but scripted prompts. When they transferred my issue to claims I was told I'd get a call back in two hours on a Friday. Today is Wednesday and I still haven't received a call back. And Goodluck getting a person on the phone - it's all automated! Scam scam scam.

Thumbnail of user jamesbailey12084
Virginia
1 review
7 helpful votes
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July 19th, 2023

The only reason a made it one star, is because I had to. I've had multiple packages delivered thru ontrac/laser ship. I've always received them when they've said it would be. But they have the worst customer service imaginable. Cam never get ahold of anyone, try to call amd they're "closed" send a text but "because of high volume" they have to get back to you, and that never happens. You send an email and it's an automatic response saying where the package is, and expected delivery date. I wish that the BBB would just put them out of business, bc they are worthless!

Products used:
I purchased from TEMU, and ontrac was the delivery service

Service
Shipping
Quality
Thumbnail of user shevonwhite90
California
1 review
0 helpful votes
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February 29th, 2024

I WISH I COULD GIVE IT NO STARS! ITS A WORTHLESS COMPANY THAT HIRES INCOMPETENT DRIVERS AND NEEDS TO CLOSE DOWN! CANT SHOW PICS NEVER RECEIVED THE PACKAGE

Thumbnail of user adriannem46
California
1 review
0 helpful votes
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February 9th, 2023

My packages always get lost with this shipping company. It is the complete worst. I swear there is some scandalous doings with this company and it should be looked into. There is theft. No way that of all the orders I do online, they always go missing with ontrac. They are costing companies thousands (if not more!) in lost products.

Products used:
I never receive my products from this trash company

Service
Value
Shipping
Returns
Quality
Thumbnail of user jasmineb346
New York
2 reviews
18 helpful votes
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August 30th, 2022

This is the 2nd time I had an expensive item marked as delivered but never actually delivered. They always claim that the driver was indicated to be at my address yet they never set foot on your property. Will do NOTHING but tell you to discuss it with the company. This is literally costing people hundreds of dollars and stress from stolen/vanished packages. It's incredible that companies STILL choose to deliver with this company

Tip for consumers:
DO NOT USE ONTRAC

Products used:
Clothing from fashion nova

Service
Value
Shipping
Returns
Quality
Thumbnail of user amyg1913
New York
1 review
0 helpful votes
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December 6th, 2023

This companies drivers are full of thieves. They tell you your packages are delivered when they're not and when you try to find out where your packages are, they tell you to get a hold of the seller they don't do anything to help find the packages they just allow their drivers to steal your Products that you purchased

Thumbnail of user mj616
Oregon
1 review
0 helpful votes
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May 29th, 2022
Verified purchase

Order item from national retailer, tracked item all the way to the state. Site said out for deliver, by end of day was the time. I got a text that it was at my Front Door at 626pm, funny thing is I was 7 feet from the front door and no knock, no doorbell, no picture of item at the door. Opened the door when I got the text... NADA, Nothing, ZIP, Zilch... Responded to Ontrac via email and they said "We apologize that you are unable to locate your package. Our records indicate that the driver was at the appropriate location at the time of delivery. If you are still unable to locate your package, please contact your Vendor for further assistance with this issue." Fortunately the national retailer is replacing the item but this time I'm picking it up from the store...

Thumbnail of user jeffreys2592
New York
1 review
1 helpful vote
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August 31st, 2023

People get bad service and the first thing they do is complain I get it it is very frustrating when you are supposed to get a package and it doesn't show up, gets delivered to someone elses home, or is stolen. Those are the reviews that people leave. As you can see if everyone that has ever gotten anything shipped to their house and everything went as planned, you are probably not going to write a review at all. This company delivered my package faster than USPS or Fedex EVER DID! They even placed it exactly where I wanted them to and took a perfect pic of it as well. If you read reviews for all shipping companies there are a ton of bad reviews. This is not a bad or shady company they make mistakes and have $#*!ty scumbag employees just like every other company. I give these guys 5 stars

Service
Value
Shipping
Quality
Thumbnail of user lilliand108
Washington
1 review
1 helpful vote
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July 23rd, 2022

Literally I've never had a good experience with OnTrac. Packages are always late, and one time a package was literally placed at the end of our driveway on top of a sign. Like, in what world is that acceptable. A lot of top tier companies use On Trac and it's laughable. I believe it was Nordstrom that one time, and this week I'm trying to get a package delivered from Vans. If a company uses OnTrac, don't order anything that you need within a time frame because it will not work out.

Tip for consumers:
Avoid companies that use OnTrac if you need your package on time

Thumbnail of user mrsray47
Missouri
1 review
0 helpful votes
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October 4th, 2023

This is the worse delivery company.The driver left a package outside of a building at a college campus or that's what he put on the delivery. He Said building 209 but there isn't a building 209. He probably stoled it since he was a from bath & body. I hope bath & body never uses them again. Bath & body was so nice they resent the package to a different address for me to receive. There is also no way to talk to anyone at this delivery company only text. The office in North Carolina gives out fake customer service # or hangs up on you.

Products used:
BATH

Service
Value
Shipping
Returns
Quality
Thumbnail of user danmd25
California
2 reviews
2 helpful votes
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July 23rd, 2023

My latest order being delivered by Offtrack arrived at a facility yesterday morning which is an hour from my house. It was supposed to be delivered that day and now they're saying two more days. Way to go Offtrack.

Thumbnail of user normap154
Washington
1 review
24 helpful votes
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December 4th, 2021

I work at an apartment complex and when there is someone from this company bringing packages for resident, they don't even bother to get them inside of the building. SEVERAL times they have just dumped it outside. Once I saw this happening and I started walkind towards the delivery person, asking him to please bring it inside. He saw me coming towards him and he literally threw the package and ran to get in his car and drove off as a was waving him to stop! Zero stars should be an option.

Thumbnail of user juliak380
California
1 review
0 helpful votes
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April 28th, 2022
Verified purchase

I ordered two purses from Nordstrom rack and they shipped them with OnTrac. I never received the package. I received the notification that my package has been delivered, and 10 min later I came out to get it, but it wasn't there. I think that the driver even drove up to my house but never left the package in my mail box. It's unbelievable. If you ask me, I think the whole company is in on it. It's the first time this happens to me and I'm really scared because it looks like it's no longer safe to order things online except for amazon.

Thumbnail of user jeanettep45
California
1 review
2 helpful votes
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December 17th, 2019

They just hand your packages over to just anyone if your in a business industrial area. They don't even leave a door tag stating who they left it with now my package is long gone because the guy on camera they left it with is no one I even know. Train your employees right be more professional like UPS or Fedex OnTrac is $#*!!

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From the business

OnTrac, a regional package delivery company, offers overnight delivery at ground rates to 60 million consumers in CA, AZ, NV, OR, WA, UT, CO & ID.

Company Representative

Thumbnail of user abbyd10
Abby C.
Typically does not respond to reviews

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