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!!
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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.