I ordered a perfume from Fragrancenet which was delivered via OnTrac. I left delivery instructions to please try the buzzer on my apartment building, and leave it outside if they don't get a response. I understand if there's hesitation to do so, but I am at home and can retrieve it immediately if they can't use the buzzer for some reason.First delivery attempt failed because they didn't have access to the apartment building. (Yes, it's locked, hence the buzzer). I contacted OnTrac support to let them know the driver could receive access via the buzzer (as stated in delivery instructions) or just leave the package outside. Customer service confirmed the driver would leave it outside on the next attempt. Second attempt comes around and same thing. What's so frustrating is that I'm at home if they'd just ring the buzzer or call me to tell me they're here! I contacted support and this time the person is much more hostile. "How am I supposed to help, I'm not the driver." I'm sorry, what is your job then? I'm warned that the next attempt will be the last. Because customer support refused to help ensure the driver would actually deliver my package, I decided to sit outside as soon as I saw it was out for delivery. I waited for 6 hours, but did successfully receive the package. I feel very confident that had I not done this, the driver would not have delivered it or attempted to ring the buzzer. I live in a major city, where everyone lives in apartments, so I don't understand why it was so difficult.The person who delivered it was in a pedestrian vehicle (with other people in it) and only put on his OnTrac vest after exiting the vehicle, so my guess is that these are just basically like DoorDashers who are hired for a specific day/delivery, not full time OnTrac employees. They did not seem to care at all about the delivery, probably why they did not bother to try the buzzer or read the delivery instructions.While it's not the retailer's fault, I won't order again as I can't always sit outside for a full day to receive my package. I've never had this issue with any other carrier, the buzzer always works great. This is the standard way packages are delivered in my city.
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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.
