OnTrac
Reviews and Complaints

My Shein order was never received. Ontrac, the shipping company are sending me text messages since June 2nd with the message "Unable to deliver the order due to a missing gate code".

I have already told them, filling out a form online because there is not a real person in their customer service contact to talk to. There is no gate and there is no code needed to get to my building.

I don't have a gate, and to deliver the package a gate code is not required because there is not a gate. I have been sending them like 10 messages every day and maybe more. I also tried contacting Shein with the same results. None of them has a contact number to speak to a representative. Customer service is a machine responding with the same message all the time.

This is so frustrating.!

Ordered a large package from Marshall’s and it stated that it was delivered by the driver. It was in fact not delivered. There was nobody visible on my security camera at the time of delivery and o was home at that time as well. There was no picture taken of the delivery as well! This company is not be trusted!

Tracking number 1LSCXZ25261518 was not received. I have nobody on camera showing up at 4:56 nor a package at door.

DO NOT do business with this company. If you are a shipper, use another provider to get your merchandise to your customers!

Ontrac delivered a package to my house and leaned it up against the gate on my front door. The driver wedged it in and I couldn't open my front door at all. I had to climb out a window and come around and move the package. Thank God my house wasn't on fire!

There is even a huge sign on my front door that reads: "Delivery Drivers. Please do not knock. Leave packages next to fountain behind you. DO NOT leave in front of door."

Apparently this driver either didn't give a f#%@ or couldn't read. I will be sure to notify the merchant I bought from and will be telling them if they can't use another shipper, then I won't be shopping with them anymore!

In the last month i have had two packages from ontrac say delivered and they show a pic of the package by my door but no packages. So I think they take a picture of the package by the door then steal the package! No other shipping company that delivers my packages do I have this problem with. I have realized I should only shop at the companies that do not deal with ontrac. I recently bought some off white Air Force ones that I never received but on trac said it was delivered and I saw my package in the picture but again my package was missing! I contacted customer service both times and both times they did nothing.

I ordered some items from Thrive Market, they made the mistake of using the worst shipping company on the planet, On Trac. I was supposed to receive my package on Thursday at noon, according to their lazy driver, they couldn't get in the building, there's a panel with very basic instructions, you just need to push 3 numbers to gain access. I was home at the time and nobody called. I got an email from Thrive Market requesting my code again so they could deliver the package Saturday, the [censored]s were supposed to send me an email to let me know when my package was out for delivery, never did. I had to run errands and got a message at 3:30 p.m. the same excuse, unable to gain access. I'm cancelling my Thrive Market membership, I won't do business with companies that use On Trac.

I just got off the phone with the rudest Supervisor (Jennifer) I have ever spoken with in my life. Jennifer kept cutting me off while I spoke, she was rude and would talk over me and sounded like she was reading a script. I don't know where this woman was trained or how she got and kept her job. My package was never delivered to my property. I have camera footage of the property and the street and it clearly shows that a driver never made it on my street the entire day. Ontrac is stating that there was "no missed delivery" on their end and that I need to file a police report in order to find out what happened to my package.

Prior to speaking to Jennifer (the worst supervisor in the world) I spoke to multiple people all telling me a different story and one of which, Shannon, was by far the rudest and ignorant individual I had ever spoken to. She basically called me a liar and called her coworkers liars.

I don't understand how this company is in business and I hope that they lose all their contracts.

Alex

9:50 AM

your screen shot has also been captured as refusal to provide proper documentation to a customer regarding Medical issues tied up in your facility. You received the package in Redlands on 3/10, 6:51am. where is it

9:51 AM

I will be contacting my Attorney if I do not receive a call back within 30 minutes from ONtrac. I also need your last name for Legal reasons

We apologize for the frustration this situation has caused. Please allow time for the facility to provide a callback, as I do not have access to this information.

9:52 AM

If there are no other questions I can answer for you today, thank you again for contacting LaserShip/ OnTrac. Have a great day.

Alex

Chat Ended by Agent

I have on video the OnTrac driver getting out of his vehicle to the sidewalk and throwing my package about 10 feet in the direction of my porch, and it bounced across the grass and landed on the walkway. Thank goodness my item wasn’t breakable, though then again they were bottles of liquid so they could have possibly exploded. This careless behavior and no regard for people’s packages HAS TO STOP.

The last driver threw my package five feet to the middle of the entrance to my porch—it was a flat package so not as noticeable from the street, but I have had another OnTrac driver place a larger package in obvious view, deliberately placed in the center of the walkway and VERY easily seen from the street, very susceptible to theft.

Yet another past driver threw my package about 10 feet at my front door, slamming hard against the door (I was at home and was actually startled by the sound).

Also had an incident where my package was marked as Delivered when it was nowhere to be found. At the time I thought it could’ve been a mistake (maybe delivered to the wrong address) but no one ever brought it to my house, and after seeing many other people have the same issue (a neighbor had the same issue with a treadmill delivery!) I’ve come to believe it’s not a coincidence — I would NOT be shocked to find out employees are keeping items. Simply the unprofessionalism and disrespect displayed by SO MANY of their employees through the years would align with that theory.

**Every single other delivery service I have received a package from (UPS, USPS, FedEx, Amazon) have employees that take the extra 1-2 seconds to place my packages carefully by my door or behind the wall of our turret style porch so they’re hidden from view from the street and porch pirates.**

We have a Ring doorbell camera so I have been able to review all delivery footage. I have included video of this latest incident to this complaint.

Your driver tore the trim off of our covered driveway by the frontdoor. He left without a word and no note. We expect your company to fix the damage done to our home by your very disrespectful driver. Steve &Tami Rzonca

[protected] this happened March 1st, 2023

1:15 pm please, notify the facility that services Bend, Oregon area. Have them contact us asap. I have the video of your company van leaving and tearing off the trim to the house

I'd give a lot of details but the complaint is the same as the others. This company says it will deliver. Then says the package has arrived in your city, when it has not. Then they say there's a delay. The next day, the pattern repeats.

Folks, let's unite and put this company out of business. Legally I mean of course. There must be a way. Lawsuit. Help from a state attorney genetal, etc. The company is clearly committing fraud. Promising to deliver goods, taking a fee for the delivery, and then keeping, and likely fencing, the goods. Time to put a stop to this firm. What do you all say?

Good morning, we have been having issues with packages. being delivered to our location. The driver is not consistent on where he or she is going to drop off the packages. The other day a manager found some packages on the other side of the building not near the mailroom or warehouse or we are finding them outside of the mailroom door. This is very unacceptable. We get alot of documents with confidential information or with money.

Contra Costa Regional Medical center in Martinez, California. The drivers assigned to deliver to our address 2500 Alhambra Ave. in Martinez are dropping deliveries at the loading dock and driving away without any contact. This is strictly prohibited as most if not all of the packages contain time and temperature sensitive items. Under NO CIRCUMSTANCES is a driver/delivery agent permitted to leave packages at the loading dock without obtaining a signature from one of three receivers we have on staff. If they cannot find a receiver, then they must hold the delivery. There are NO EXCEPTIONS. Moreover, "on file signatures" are not permitted. Thank you.

Delivery truck drove over our grass, not by a little, but missed by A LOT! Several Feet. We saw him do it, we have pictures. We talked to him and all he could do is say he is sorry. Do you not require your drivers to have a driver license? This guy should be fired! HOW could you drive so badly with a legal driver license?

He missed the drive way by multiple feet, not just a few inches.

Look at the pics.

Ontrac is the worst delivery company no one contacts you. I had an issue with a delivery i fixed the issue and they never re delivered the items and just kept changing the delivery date. I kept waiting for 2 weeks. Finally i decided to contact Shein and they said ontrac sent back my package to sender. Never informed me of this and i just kep waiting. The items were for pictures for my small kids and now i wont have those items because Shein does hae great service and re-sent me my delivery but I asked to PLEASE NEVER EVER E

VER send it with ontrac. Worst experience ever. If they would have contacted me from the first time this could have been resolved way earier but instead they kept changing my delivery date and i would have just waited forever since they sent back my package to Shein not me. I was even willing to pick it up myself from them but no one ever contacted me and never had any service on the phone. The call just ended and they told me to text a number that oviously never texted me back.

The on trac driver refuses to follow the directions listed on the package. It clearly states to deliver it to the porch which he refuses to do. I have spoken with a supervisor, who was very nice, and assured me the problem would be solved and that the local office would call me. The local office didn’t call. The driver has delivered my packages in the dirt, in the rain, etc. This has been going on for over a year. You have the worst customer service of ANY company I have dealt with.

case Ontrac [protected], Lasership [protected]

On 11/29 my package status showed 'on Hold' and that they were unable to deliver the package.

I called on 11/29, 11/30, 12/2 and again at 10:40 AM on 12/5, at which time the status was still on hold.

at 11:46 AM on 12/5, I received an email from API

LaserShip/OnTrac Customer Service Team stating the package was delivered on 11/30. They promptly changed the status online to 'Delivered' on 11/30.

This is a total scam. The package was never delivered. Our community is monitored by surveillance system and there was no delivery ever made by Ontrac on 11/30 or anytime after that date.

The worst part is that there is no way to get a hold of a live person once the package shows 'delivered.' Their phone system tells you to contact the shipper for any issues, which tells you that Ontrac is not interested in dealing with any issues even if they're falsely claimed to be delivered.

I truly do not understand how and why this company continues to stay in business despite thousands of complaints and problems. I've had nothing but problems with ontrac deliveries for over 10 years.

I have been waiting a week and a 1/2 for a package that on track keeps telling me that it will be here the next day and every day I check it tells me it's gonna be there the next day this is alook then when I do more searching online it's telling me it's being held. And they have no customer service no one to contact to help you solve the issue of why your package is being held How is this company stolen business And why are businesses using this delivery surface it's a joke!

Ordered from Target . Package said it was delivered to me but I never received it ! Where is my packsge ? Says delivered on November

23 but not to my address which is 1165 S. Minaret Ave . Turlock Ca 95380