OnTrac

WORST CUSTOMER SERVICE AND SERVICE! They lost my package on top of that they kept saying they came and never came! DO NOT USE ONTRAC! THEY NEED TO GO OUT OF BUISNESS AND LEAVE IT TO UPS AND FEDEX

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.

Ordered from macys. They used them. Tracking information incorrect and not helpful. Package is missing

Never let you package $#*! to this company. They have rude costomer service and it's totally a bull$#*!.

THEY TOOK A PICTURE OF MY AMAZON PACKAGE AND CLAIMED IT AS THEIRS. I ORDERED FROM TEMU. WHO TAKES A PICTURE OF ANOTHER DELIVERY COMPANY'S PACKAGE? IDIOTS. MOTHER$#*!ING MORONS

I ordered a pretty pricey item from a reputable vendor who guaranteed delivery within two days. I received a tracking number that was linked to the carrier that was to be delivering my package, ontrac. Two days later, the day the package was to arrive, I tracked my item. It was not even close to my home town according to the information. About 7pm that evening I received an email (this was a Friday, they do not deliver on the weekends apparently.) stating that my item was delayed and I could expect delivery Monday by 5pm. Monday 5pm came, no package, yet another email that it was delayed, even though the tracking showed that it was on truck for delivery in my town. Tuesday came, I called the 800 number and they assured me it would arrive by 5pm. 5pm, no package, instead I received yet another email stating it was delayed. I called back on Wednesday morning, same run around. 5pm, no package, but, this time I received an email stating my item had been delivered and signed for. It had not, I had been waiting all day, yet again. Long story short, it is the weekend, a Sunday to be precise as I write this, 10 days late, the driver apparently in this golden age of GPS, could not find my address, rather than contacting me, my package was shipped over 150 miles back to Sacramento where it still sits. I have been told, yet again, it MAY arrive by 5pm on Monday, 11 days late, but seemings how they have marked my package as delivered, I cannot track it any longer. Worst service ever, I will always check when I order something to insure that it is not to be handled by ontrac. Stick with the good names like UPS and FEDEX. I have a package worth over $700 floating in the abyss somewhere that I am unsure will ever arrive. Customer service is crap, they say they will contact the driver and return your call with information, they don't! I am honestly annoyed that I even have to rate them with 1 star, they deserve negative 5!

I have three experiences.

Just recently, they marked delivered on my package but it was not accepted by anyone in the building. It was no where to be found. I had to create a dispute with the sellers of my item, and fight for a refund since the tracking said delivered, but no item. TURNS OUT THE LAND SCAPER FOUND THE PACKAGE IN A BUSH BY THE FENCE. Ontrac delivery person didn't even attempt to walk the package inside the building and hand it to anyone.

Another time, they literally tossed a package at my employee who barely caught the item. "Nice catch" is all they said. Who tosses packages when they didnt even know if it was fragile content?

Another time, they kept coming before opening hours and couldn't make a delivery. So, I came in early before opening hours, left the doors open and I waited. Then the status update said they couldnt make a delivery attempt because it wasnt open. I WAS THERE, WAITING. WITH THE DOOR WIDE OPEN. They didnt even park at my address to check the door.

I hate these guys at OnTrac. How are they even around?

My purchase was made on Etsy, its unfortunate that this sender uses OnTrac. Going forward, this will be something that I look into before making purchases. Here's my experience:
- On a Wednesday, my package was marked as 'Delivered' around 8:40pm
- I went to the lobby in my building round 9:30pm and couldn't find my package anywhere.
- Wednesday night I submitted a claim with OnTrac
- Thursday morning I called them to try to learn what might have happened. The customer service representative was nice... but not helpful. He told me that the online claim that I made was under investigation. They told me that their delivery drivers are contractors (kinda like Amazon), however they aren't required to take a picture or anything, the only way they determine if the package was delivered to the right place is by taking a look at the *general location* that the package was marked as 'Delivered' by the delivery driver.
- Friday afternoon, I was contacted by a random person on Facebook. They asked me if I live in the area and if I was missing a package. Of course I was over joyed with this news, I was really worried I'd have to keep dealing with OnTrac in hopes to at least get some kind of refund for the dresser I almost lost.
- Tuesday of the next week, I was contacted by OnTrac... here's what they said:
"Hello,

Thank you for your email. 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.

We apologize for the inconvenience.

If you have any further questions or concerns, please reply to this email or call our Customer Care team at *******000.

OnTrac |Web Customer Service
Toll Free *******000
www.ontrac.com"

I really doubt that OnTrac would actually do anything to help, they feel their hands are clean with this email. Since I live in an old building, there was also no way for me to see if I could prove that the delivery driver never showed up in my lobby through video surveillance. OnTrac doesn't have trustworthy delivery drivers AT ALL, avoid this company at all cost.

They were supposed to deliver what I was told was an 11 pound order from Hot Topic. They were going to drop it off on Veteran's Day so I was home all day. I live in a secure building where people need to call to be buzzed in. No phone call all day. I finally checked my tracking info at around 8PM and it says it was delivered after 6PM TO MY FRONT DOOR. No one called me to let me know they were there to deliver. For all I know, it was out on the street for anyone to take. I NEVER GOT THE PACKAGE and when I contacted customer service, they kept dodging my request and telling me the driver was supposed to check in with them about the problem after 5PM one day soon. After 3 emails, they finally told me that their driver was at the correct destination at the "appropriate time" and if I had a problem, I should take it up with my "vendor". They don't seem to care where they put deliveries or if the correct person receives what they ordered, just that it arrived (if even that). BUT WHAT CAN YOU EXPECT FROM A CARRIER THAT DOES NOT EVEN KNOW HOW TO SPELL THE WORD "TRACK" IN THEIR NAME? This company really is the worst and is totally off "trac" when it comes to any reliable service. ZERO STARS AND 100 CURSES FOR YOU, "OffTrac"!

I'm not sure who's worse OnTrac or Amazon? Save Amzn your order shipped emails And go to OnTrac website to track, request email notification when it's delivered. Now 2nd time my stuff wasn't delivered when Amzn/OT said it would "by 8pm", if you call OT CS they'll say "has until 9pm", take screen shots of Amzn's tracking page, once you call them to complain or ask what happened that page will be replaced with one telling you the date is unknown, tracking #, delivery progress all gone. Amzn will say "by the day after tomorrow" and "they can't get ahold of OnTrac". 1st time, both sites CS said pkg. Was delivered, looked all over, Nope. They actually said to see if your neighbors had it - uhm no, that's not my job. Why 1st one said delivered? "mis-scanned", today it was "driver may have been running late yesterday". Amzn Now says 2 days After item ships, I've had to call to get tracking #'s before, I had to delete my P. O. Box from my saved addresses to force Amzn/Sellers to deliver to my home, it also stops UPS FEDX ONTRAC from leaving it at P. O. OT usually is OK, but they need to stop saying your pkg will be delivered by 8pm Unless it actually will be.

Packs is always late never received it on time no good the employee not good terribly on trac no goodddd

I have had several packages delivered to my place from other companies ( UPS, FedEx USPS) from the same original sender and the other companies have no problem, delivering it to the place that I'm asking them to deliver it, but Ontrack seems to have an issue with sending it to the place that I needed to. The Stabley Schmidt is clearly a business. It is open at certain hours. I give them the hours that the business is open in days and I am yet to see my second package ever delivered. It has gotten so bad because the customer service even sucks that the original place that I'm getting the merchandise from. I've had to specifically tell them never to ship through ontrack ever again. Because the project that I needed the stuff for is now set back three weeks because of this company.
Tried to call to talk to a live person to see where maybe my package has went but you really can't because it just looks around on the stupid loop so I decided to email them to see if I can get the problem resolved. No explanation of where this package ever went or where the delivery was dropped off at by the driver. Because it never made it to the company but I kept saying that it was delivered but then it was saying it was going back to the ontrack facility. So I don't know what the persons done with my package or why they want my package but I hope they're happy. It's not their time and money that they have wasted. My customers waiting on something that I should've been able to give them had I ever got my package. It is very sad that I had to re-order the order and some of the pieces I couldn't even get because they were out of stock which would've been in the package that I should have gotten.

Since 2014 I have had nothing but problems with this company. Nothing ever shows up on time, or it was marked "delivered" but never actually was ( I have cameras down my rural road, at the gates, and anywhere they claim to leave the package. Funny thing is, on the days they said delivered, there truck never showed up. Did they telepathically deliver it? Did they identify it as delivered because they simply hit the button? I don't know. All I know is that I have email chains started the second I see a shipping label generated with ontrac. I don't even know how this company is legally allowed to operate in the western United States. I can't comprehend how they're still in business. They don't actually ever deliver. Oh look, a cloud in the sky and it's " extreme weather delay". I live in a very rural area in the sierras. We recently got 5 feet of snow, which was reasonable to not deliver, so I'll have to put on my big girl pants and give them a pass that one time. But other times, the dude that looked like Father Time claimed he delivered a package BY HAND in 18 inches of snow. Weird, since his heap of trash van was 2 wheel drive and he complained about the dirt roads on a regular basis because he has a 2 wheel drive car. Who's eggplant emoji do I need to suck around here to get my address removed from their service? Really. They have 4 of my orders right now and won't deliver because of the rain. Losers. The photo I uploaded was thrown in the middle of a dirt road about a mile from my house. But it was delivered behind the gate, which there's a huge sign that says don't put packages behind the gate because my pig thinks there's a treat for her in every package. I really wish they would just go away. Their business name is false advertising as it is. Nothing is ever delivered on time, or even within a reasonable timeline. It's all late, damaged, or hiding in dumpsters at the local gas station where the on duty clerk saw Father Time throw a number of packages in there. Luckily she called me because I put my number on everything. I was able to get mine and a few of my other neighbors packages for them. There are still good people in the world. Ontrac is a company where not even the customer service is any good.

This company OnTrac appears to be a legit and reliable delivery company, my personal experience with them is that they never deliver my 2 orders, when I contacted them by email and txt massage they said that my order were on hold for inspection, and that it will take several day for the release of my packages? Then two hours later they sent me a text saying that my packages were delivered at my front porch! That never happened, the company lie about delivering my packages and I tried to contact them again but they that my case was resolved and delivered, they ignored my email and text massages and when I tried calling them they sent you to ontrac.com for any tracking packages! I do not recommend on track the costumer service is very bad and they lie to keep Custumer properties it to cover their unprofessionalism to be responsable for the deliveries of their driver! No photos were provided to me as proof of their delivery because they were lying about it. I AM VERY UPSET THAT THEY ARE SO UNPROFESSIONAL! This is not a legit company they are scammers.

Order arrived in my city 3 after I ordered. Now the update says it will be 3 weeks later. HORRIBLE

They r such a crappie company! Setting back delivery dates just because! WTH! I've been waiting on my "OVERNIGHT" package for 4 days already!

BROKEN PACKAGES, RÙDE DRIVERS. They have left packages in the rain and ruined some by tossing on porch

I went down to my barn at 11:00 PM at night to take care of animals. I saw an unmarked white truck pull up in front of my barn and stop. I didn't know if it was someone casing my property or my drunken neighbor who I had called the cops on before who sells drugs up the street. The vehicle pulled forward and partially pulled into my driveway with the back of the vehicle sitting out in the oncoming traffic lane. I have a Private Property No Trespassing sign at the entrance to my property. I felt sick to my stomach. I didn't know whether to get a weapon or go confront the person on my own. If I went on my own, I couldn't defend myself without a weapon. I high tailed it back toward the house. A person got out of the vehicle and I yelled to them to stop where they were. I couldn't see them or see their hands. It was dark out. I asked them who they were, and they spoke with a thick accent that I couldn't understand. I told them to repeat themselves several times until I understood that they were trying to deliver something at 11:00 PM at night, out in the country, in the dark! I told them to drop the package at the end of the driveway and leave. He did. I've tried to contact OnTrac several times today about their dangerous delivery practices. They could care less. No apology. No modification to their delivery practices. I told them that they are not to delivery to my property in the dark. They justified themselves and said that they deliver up until midnight. WHO DELIVERS IN THE DARK! I told them that they scared the crap out of me and that I was contemplating getting a WEAPON. They don't get it! OnTrac doesn't get it, and they are more worried about being offended than the safety of their customers and their drivers. DO NOT DELIVER IN THE DARK AT 11:00 PM AT NIGHT, ONTRAC! HOW STUPID CAN YOU BE?

As you can see below driver shows package delivered before noon when in fact it had not. Customer service rep was helpful in tracking down the driver only to find out it was still on the delivery vehicle. Package was delivered 6 hours later

OnTrac Events Hover or tap select items for more details.

Date & Time Event City Door Tag
05/12/20
05:54PM Delivered. TUCSON, AZ
05/12/20
05:53PM Out for delivery. TUCSON, AZ
05/12/20
11:49AM Delivered. TUCSON, AZ
05/12/20
09:03AM Out for delivery. TUCSON, AZ
05/12/20
07:41AM Package arrived at destination facility. TUCSON, AZ
05/11/20
02:04PM Package scanned at facility. BUCKEYE, AZ
05/10/20
02:41PM Shipping label created; data received. BUCKEYE, AZ