OnTracReviews 1,477

My package was supposed to be delivered yesterday. I sent a message through the website asking for an update as the last update on their website was from Saturday, 6/24. I got an auto reply saying someone will get back to me in 48 hours. This morning, the website says it's at an ontrac location 30 minutes away and there is a "delay"...this is my first experience with this company but I don't think I'll order from the company that used them, again.

So far so good! I've made several purchases with Victoria Secret not realizing OnTrac had so much negative reviews. Since my first purchase till my last about a week good ago, I've had no complaints. I however recently experienced a delay with a package which makes me think if I'll get it. VS has done a replacement however I do have high hopes with a little anxiety that they'll pull through as the agent I chatted promises about delivery delayed for another day or two and I'll be able to return the replacement. I feel bad for everyone who thus far has been having bad experiences with this company. I am however grateful and happy my experience has been positive! With so many negative reviews however I do wish that they look over their errs and fix them so that they can have happy customers and better experiences!

Edit: About my VS package- Delayed delivery then claimed package delivered at front door, no pics, no package, now I can say I've gotten an issue- Had high hopes but it made me disappointed. Other packages arrived great and safe, one just didn't!

Jamas en mi vida pensé que viviría una experiencia tan amarga resulta que desde el día 16 de junio debía recibir mi paquete y estos compañeros pasaron una primera vez la puerta de donde vivo es cerrada por esa razón se fueron y me enviaron una notificación de ponerme en contacto para dejar indicaciones,ese mismo día llame y deje bien claro que lo pusieran fuera de la puerta y según lo traian al otro día yo estuve literalmente en la puerta parado el dia entero y hasta la noche me volvieron a pasar una notificación de que habían pasado y la puerta estaba cerrada cosa que no fue posible primero por que no me movi de el lugar y segundo porque si la indicación era de dejar el paquete fuera ahí debía estar entonces les llame otra vez y me salieron con que la indicacion no estaba clara que ahora si en dos días hábiles también entre en su pagina y puse las indicaciones mas de una vez y todavia cada vez que actualizo me sale como que no e puesto nada les dije y me dijeron que no me preocupara que ya habian escalado mi caso y eso me lo siguieron diciendo una y otra vez en las siguientes dos llamadas les pregunte si tienen donde yo ir a recoger mi articulo y les explique que es el regalo de mi hijo de cumpleaños que ya estaba pasado de fecha y resulta que estos señores no tienen donde ir el cliente a buscar sus artículos entonces intente hablar con un supervisor y me dijeron que me llamaba en dos horas y la llamada nunca me llego hoy volví a llamar y me salio una señora bien grocera que parecia un robot solo me repetía que ese caso estaba ya escalado que ella no sabia cuando me llegaría que tuviera paciencia como si no bastara toda la que e tenido le pedí hablar con alguien que si supiera y me volvió a repetir lo mismo terminando si frase con una despedida como si yo hubiera terminado de hablar le pedí hablar con un supervisor o manager y una vez mas me volvió a repetir lo mismo y me tumbo la llamada incluso con el interprete hablándole en ese momento traduciendo lo que yo le había dicho. Volví a llamar y me salió otra señora pidiéndome los datos nuevamente porque en cada llamada que e echo me los piden para poder saber sobre que caso es solo en eso e perdido mas de 8 horas, resulta que cuando se los di me dijo que el paquete esta parado desde el día 24 que le de las indicaciones para la entrega (parece chiste)no entiendo que me diga eso cuando se supone que ellos tienen todos el mismo sistema a esta señora también le pedí hablar con un supervisor y me dijo que en dos horas me debe llamar a ver si esta vez me llama de verdad.Es una gran falta de respeto esa agencia llena de personas incompetentes y groseras no se la recomiendo a nadie ojalá y se extinguiera cosa que no dudo que suceda con el mal trabajo que hace y ni siquiera tienen un lugar al que uno pueda ir de frente a hacer su reclamación para que no le puedan colgar el teléfono según ellos graban sus llamadas para control y calidad ahí tienen todas las que e echo donde se ve claramente su incompetencia su falta de comunicación y mal funcionamiento y su mal trato a los clientes.Adjunto foto reciente de su pagina pidiéndome la información cuando ya se la e dado miles de veces

I ordered a package of canned dog food. The day it was scheduled to arrive, the On Trac driver
Walked to my porch with the package and put it on the porch as expected. Then he turned and walked
Toward his car a short distance, turned around, looked at his notes, then he took the package away.
At some point, he told his team that he had been turned away at the door. Whether this was his
Experience at a prior house with the wrong address, or he lied about that regarding my delivery, I don't know. But I didn't turn him away, and didn't find out about this feigned delivery until I saw it on my
Security camera. I called On Trac and the package was going to be returned to the seller due to the
Comment that he had been turned away. Fortunately the seller, Chewy, had already shipped a
Replacement package, to be delivered to me in 1-2 days, and they had credited me enough to purchase some cans of food until my package arrived. My 3 dogs were depending on that package. Unfortunately, On Trac is also delivering the replacement package. ON TRAC PROVIDES EXCEPTIONALLY POOR SERVICE! I WOULD NEVER, GIVEN THE CHOICE, USE THEM AGAIN.

I work from home and instructions say to leave package a door. An attempt was never made saying "Business is closed" this is not a business but a home. They need to hire people that will actually work and want to deliver the packages. Now I have to sit here 1-2 days for them to attempt again!

They say the are going to deliver my package, then they don't, then they say the will, the don't, I never got my package, and it was an important package

My package was clearly delivered to the wrong house as the delivery photo shows that the delivered house looks nothing like my house. I have emailed and texted Ontrac customer service many times but OnTrac does nothing to resolve other than telling me to reach out to the seller for a refund who does not do as the tracking shows that it was delivered but to the wrong house! I don't understand why such an unaccountable and irresponsible delivery company can be still in business if they can't deliver stuff to the right address -- i am sure that i am not the only one as looking at hundreds of 1/5 star ratings!

When OnTrac marked my package delivered and it wasn't, I called to clarify. Was told it was delivered, call the seller, and there was nothing they can do. They confirmed they normally take pictures of when a package was "dropped off", however, no such picture was taken on their end. Clearly, raising suspicions the package was never "delivered". Despite their failure to follow their own protocols and workflow, they offered no assistance for a resolution. I never heard of this company before this incident and probably for good reason. I wish big business would avoid utilizing this unprofessional, incompetent company, because it only hurts them.

I hate this company. Terrible customer service, they don't answer calls and take forever to answer the emails. They claim they had 3 delivery attempts, well i work from home, no one arrived. I literally had to send the email asking them to ring the darn dorrbell. I live on the second floor, it's nyc, it's loud. The front door is on the first floor and I can't hear them knocking, but these morons are clearly not smart enough to do so, they knock once and leave. It's been 4 days of me calling them, sending emails and messages. Absolutely the worst. I don't understand why the legit companies like Sephora, use this crappy service.

Ontrac should be publicize to the world for how criminal they really are they do not deliver packages they mistreat them and steal them. They are the worst company besides lasership that exist. I never have any problems with FedEx usps or ups. In all honesty Ontrac should be completely shut down...

I placed an order with Butcher Box, which is a meat delivery company, who uses Ontrac AKA LaserShip to deliver in my area.

There were many issues with my delivery yesterday June 19th, 2023, that were totally UNACCEPTABLE!

1.The DRIVER LIED and said my package was delivered to myself in person and it wasn't.

2. my package was delivered AFTER 10 pm. Which, Normally I would have been in bed which means I wouldn't have seen the package until the next morning and my order would have been ruined!

3. My box was left at the bottom of my stairs in the POURING DOWN RAIN! Not under the COVERED porch area.

4. I just happened to be up late and saw the email come in that my package was delivered, which was after 11:00pm. I had to go out in the pouring rain, in my pajamas, to retrieve the soaking wet box.

I would NEVER recommend using this company for any delivery. (Not even my trash to the landfill) and I'm hoping Butcher Box finds a new delivery company or I may need to rethink my relationship with them. This has not been my only issue with OnTrac but this one is the worst yet.

What a JOKE! The Day my package was out for delivery I was home all day! Front door opened! At about 7:15 pm I tracked again and my package was not only scanned delivered, it was scanned left with person and a signature that looks NOTHING like a attempt to my name! I've tried to reach out it's impossible for a follow up thru their txt agents! They need shut DOWN!

They say my package was out for delivery around 12:00 p.m. waited all the way until 9:00 p.m. at the last minute they said they attempted to deliver and I was not home they never attempted I was outside the entire time worst delivery service ever.

Package never delivered. No one should ever use this company. I have no problem receiving packages from USPS, UPS, FedEx, costco and amzon almost everyday.

Horrible delivery service. Twice they went to my PO box. Mind u the place was still open. They didn't even bother to get out their vehicle. They sent my packages back saying that the business was closed. I called the lady at my PO box and she said she saw the ontrac vehicle in the front but the driver never even got out the can. They need to shut this stupid business down for good

Horrible SAME DRIVER, extremely loud music, its fine, not my business for few minutes, but EVERY SINGLE TIME he bang the package like he DOESNT CARE, customer service is useless
Tucson AZ ( Campbell/Prince rd area)
ZERO STAR

I ordered from Shein like a week ago and they're always using OnTrac for their packages and I wish they didn't! They delivered to the WRONG street address! I mean come on how stupid and incompetent can you be! I emailed customer service and all I got was a lousy "we apologize" message. But anyways, We recently got new doors installed in my complex, soo in the mean time our door numbers are written on a green sticky. (Unfortunately). I'll leave a picture below. I live in an apartment complex that has different street addresses but the same door numbers for each new street. It's not hard to use your f*cking GPS and look at street signs to know where my apartment is located! Thank god they posted a picture and I was able to find where my package was ACTUALLY DROPPED OFF AT. Oh and guess what it was on ANOTHER street with my door #. I LITERALLY HAD TO KNOCK AND BANG ON THIS NEIGHBORS DOOR AND ASK FOR MY D*MN PACKAGE BACK AND SHE WASNT EVEN GONNA ANSWER THE DOOR HADN'T HER KID WALKED IN FROM BEING OUTSIDE! OH AND EVEN WORSE SHE GETS HER OWN DAUGHTER TO HAND IT BACK TO ME OPENED! And her kids response was, "she opened it because she didn't know what it was." Like come on are u serious? If you know u didn't order anything, it doesn't have your name or your address on it why the actual f*ck are you opening someone else's package? How about be a Good Samaritan and hand it back to me at MY door UNOPENED?! (Highly unlikely in 2023) She obviously didn't think I'd find her door so she decided to take a peek into the bag to see what she could steal. I'm soo f*cking pissed with this shipping company! My items were needed for a baby shower and my baby whose due in August. Now I have to get in contact with shein for a refund! I refuse to use these items after they were opened and I hope that neighbor gets what's coming to her, because she had NO right!

If I could give zero stars, I would. Horrible service. Only status update is "Unable to make delivery". No way to contact them. Emails take forever to respond to. Couriers have no idea what to do. Some guy in a personal van shows up sometimes, if at all. All companies should stop using this terrible service.