Review Time
I ordered a hat from Fanatics on 2/20, and was given a Tracking link. On 2/22, the Tracking showed that the package was in Franklin, Mass, and "out for delivery" that day to my residence very close to Boston, approximately 45 mins from Franklin. A major snow storm was expected to hit the Boston area on 2/23, AFTER the 2/22 delivery date. Tracking later on 2/22, BEFORE the storm, said that the delivery was delayed due to the weather. Since 2/24 Tracking kept showing expected delivery dates one day later, until 3/02, when it stopped updating. On 3/05, in response to my email request, OnTrac responded that I should contact the seller, essentially saying they did not know where my package is in their system. The company is horrible, I wouldn't ship to someone I disliked using them. If I could do 0 stars, I would.
OnTrac should be renamed "JustCrap" for their lousy service. Whenever I receive a notification that my Walmart or Amazon delivery is being routed through OnTrac, I place bets on whether I'll actually receive my order or how late it will be. We repeatedly get delivery exception, incomplete address, or failed delivery attempt errors. I've been home all day, and there was no delivery attempt.
A one star review is too good for them.
I'm adding on to the terrible reviews because how is this company even open still? Macy's is STUPID for using this service. My package came destroyed and damaged the item in the box. The delivery driver was carrying the box by one of the ripped holes and threw it on my porch.
I am extremely disappointed with OnTrac’s service. My package (tracking number ending in 7324) was delivered to the wrong address, and no one seems willing to take responsibility for it.
When I contacted customer support through chat, I received nothing but automated, template responses that did not address my issue at all. Calling customer service was just as frustrating — no one answers the phone.
It is unacceptable for a delivery company to misdeliver a package and then provide no real assistance in resolving the problem. I expected accountability and support, but received neither. Very unprofessional service.
I ordered essential prescription food for my cat through Chewy, and unfortunately, they used OnTrac for delivery. According to tracking, my package was loaded and the driver was on the road at 11:26 AM. It is now after 9:00 PM, the delivery window has closed, and the package is nowhere to be found.
When I contacted customer service, they claimed "weather delays" and refused to provide an ETA. This is a blatant excuse. I personally perform deliveries throughout this exact same region, as do my colleagues; none of us encountered any issues today. This means my cat's food sat on a truck for over 10 hours for no reason.
If your pet relies on prescription supplies, do not trust OnTrac. They are unreliable and dishonest about their delays.
UPDATE: UNSAFE 1:00 AM DELIVERY
It is now nearly 1:00 AM, and an OnTrac driver just arrived at my door. Attempting a residential delivery at this hour is not only unprofessional—it is a significant safety and security risk.
This follows an entire day of being lied to about a "weather delay" for my cat's prescription food. As a professional in the delivery industry, I know for a fact that 12:50 AM is well beyond any standard residential cutoff. Chewy has been notified, and a formal complaint has been filed with the BBB.
If you value your privacy and safety, do not trust any order that ships through OnTrac!!
I Have no idea how they're still in business with this thieving reputation. They marked my package as delayed the second they received it on feb 18th and have said it would be delivered every day since with no change.
Decided to see what their customer service would say and the rep I was connected with closed the chat on me after a 10 minute wait. They need to be investigated by whatever authority deals with this, it's baffling that they're still around. Also shame on all these big companies for using them, I'd advise you to complain to any seller the second you find out they're using ontrac and try to shop elsewhere.
Told me my package was loaded on a truck in a town 20 minutes from me but was delayed due to weather. I looked at more of the details and it said it was delayed due to weather in Chandler AZ. Both places reported blue skies all day. So where is my package? Down the road or across the country? And why is there a weather delay on a sunny, clear day? Why would a major brand like shark/ninja use a terrible shipping service?
This was one of the worst delivery experiences I’ve ever had.
An OnTrac delivery driver threw my package more than ten feet instead of placing it at the door. When my wife confronted him about this reckless behavior, the driver responded by cussing her out, escalating the situation instead of taking responsibility. This entire incident was captured on video, so there is no ambiguity about what happened.
This is not a minor mistake or a one-off inconvenience — it’s a complete failure of professionalism, customer service, and basic decency. Mishandling packages is bad enough, but verbally abusing a customer is absolutely unacceptable.
If this is the standard OnTrac holds its drivers to, then the company has a serious problem with training, accountability, and oversight. I would strongly advise anyone who values their property — and being treated with basic respect — to avoid this company if at all possible.
Complete garbage. Lost my package and the rerouted and now who knows. Literally waiting for a small package for my car that will have taken 2 weeks to get from 2 states over. This place should be banned from continuing to operate. They are a disgrace to the shipping community.
Hello,
I am writing regarding my Amazon order shipped via OnTrac with tracking number D10017100925841.
Based on the tracking history, the package was repeatedly scanned and sent out for delivery in Durham, NC, and eventually marked as “delivery attempted, but business was closed.”
This information is completely incorrect.
My correct delivery address is a residential home in Raleigh, NC 27610.
It is not a business address, and it is not located in Durham, NC or near Duke University.
Because the package was sent to the wrong city and misclassified as a business address, no delivery attempt was ever made to my actual residence. As a result:
- I was never contacted by OnTrac or the driver.
- No delivery attempt occurred at my Raleigh address.
- No missed delivery notice was left.
- My home security cameras confirm that no OnTrac driver appeared at my residence.
- I was never informed that a signature would be required, and prior Amazon deliveries to this same address have never required one.
Given these facts, the “business closed / no receiver” status is inaccurate. This is clearly a misdelivery caused by an address and location error, not a failure on my part.
This package has already been delayed for an unreasonable amount of time. I request that this issue be resolved immediately by either:
1. Correcting the address and arranging redelivery to my Raleigh residential address, or
2. Issuing a replacement or full refund if redelivery is not possible.
Please escalate this matter as necessary and resolve it promptly.
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OnTrac is a parcel delivery company that provides e-commerce logistics, focusing on last-mile delivery with a competitive advantage for retailers through faster, more cost-effective, and reliable shipping.
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