Review Time
They returned my package to the shopper because they claim my address was incorrect and they couldn't find it. I had put in the correct address for shipping and have never had an issue in the past with other delivery companies being able to find the address. Just this company. I had to reach back out to the shipper to let them know of the situation. I had to reorder the items since OnTrac doesn't know how to do deliveries.
Package made it to my Chicago suburban area from Texas yesterday (took twice as long as FedEx just to get this far, BTW; already have received the two FedEx shipments from the same order). Now this morning it says package is being returned to sender with no explanation! Delivery was not attempted and address is correct. I’ve been home all day yesterday and today. No help from OnTrac AI “customer service” — their chat is AI and just refers me to sender (who confirmed it’s being returned but they have no further information either). Worst shipping experience ever. No way to actually talk to anyone and my text messages to their support line are unanswered.
Well, let's see. I have watched my package arrive in Ohio then be returned to the origination facility multiple times, even after it stated it was out for delivery for two days. This has been going on for weeks. I signed up for text alerts and have not heard a peep. I 'chatted' with customer service, which is poor at best. Stay away from OnTrac and shame on venders for using such a poor service.
I ordered a hamper of goods to be delivered from BroCrates (do not recommend) and they use this delivery service. This service allows you to sign up for text alerts but does not update you at all. Delivery is two days overdue despite assurance that it would be delivered. It is apparently out for delivery for the past 12 hours and NO delivery. Only chat option and customer service is poor at best.
Worse, absolute worse delivery service. 1st delivery attempt delayed due to unsafe conditions. What? Weather wise, warm sunny day. I live in a zero-crime area with roving security. Was my package, a blouse, unsafe? 2nd delivery attempt delayed due to lack of access code. There is no access code to leave a package on my front porch. I do not live in a gated community. Customer service starts off with useless A.I. chat. Requested to speak to an actual person. Live person was worse than dealing with the A.I. I would give negative stars if possible. I chatted with Nordstrom customer service about using this carrier and concerned I would not get my package but still be charged for the item. Nordstrom was fabulous unlike Ontrac (LaserShip) and refunded my item until the package is actually delivered.
I would give 0 stars if it was an option. I was expecting a package today a package that I need TODAY they CARELESS driver just dropped it off WHEREVER WAS FEASIBLE FOR THEM! READING AND PAYING ATTENTION WAS FAILED! I contacted customer service letting them know no package was delivered I’m at home while the package was marked delivered I didn’t see a delivery driver in site. My neighbor was sitting outside she said she hasn’t seen anyone in HOURS. I’m telling customer service the picture uploaded is NOT my porch. They telling me based off the location it shows it was delivered to the correct location as opposed to listening to the customer I even took a picture of my porch for them to view. I asked them to contact the driver they refused. This company is terrible they have no option to call in they tell you to wait. Then ended the chat when I wasn’t done.
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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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