Review Time
Despite notes in my account, as well as a VERY CLEAR AND VISIBLE SIGN taped to the right of my door, the drivers REFUSE to follow them, leaving my packages at the outer edge of my COVERED porch, where they have been rained on, instead of up by the door, where they are safe. The first time I spoke with Laura, a team member of the escalation team, she was very helpful. However, since that time, not so much!!! As a result, I have requested to speak with her manager on 5 or 6 occasions, but she refuses to comply with my requests, as I have yet to receive a call. My delivery experiences AND my customer service experiences are UNACCEPTABLE.
The worst shipping service ever! Claims to be fast, but they send messages for a delay in packages arriving. I had a package out for delivery at 9:09am and it was finally delivered after 10:00pm and they lied and put it down as delivered at 7:30pm! Either way contents inside were perishable and ruined inside! They put boxes upside down, sideways, in direct hot sun or rain, on top of a thin fence to fall off, at the neighbors houses or not at all! They won’t actually deliver it to my door, and you can’t get a hold of any customer service at all to communicate problems!
I was shocked that Chewy is using this low grade bad review company as one of their preferred shipping carriers. I can only equate it to being cheap on Chewy’s end. The drivers for Ontrac are independent contractors. So technically these drivers are not employed by Ontrac such as drivers for Fed Ex, UPS and even USPS. The only thing the rep from Chewy could tell me is that she was sorry. Ontrac claimed the driver couldn’t find my address. My surrounding areas have Walmart, Target, Mc Donald’s but my home address they can’t find! I don’t believe that. My dog didn’t get his medication needed. I decided I will not use Chewy ever again. I’m noticing that major brands are using these 3rd rate companies just to save a buck but the consumer is paying for the inconvenience at the end of it all.
I give them 2 instead of 1 because at least they communicated. Told me they couldn't deliver an item to my address because they didn't have a "unit number" When I don't even live an apartment. I told them that and then gave them directions to leave it at my side door on a table so I could get it when I arrived home the next day. Just got home to find that the package was left on my front doorstep like any other ordinary delivery.I'm not sure what that was all about and why you made me wait a whole extra day when you could've did the exact thing the day before but decided not to because you needed a "unit number" for a building that looks NOTHING like anything but a family house.
Breach of Contract:I ordered a product from a company that uses OnTrac. They put in the wrong address and I immediately saw it and requested to do a change of address. They said no. I asked if I could schedule a pickup they said no. When I asked for a Return To Sender to be submitted (should be easy, people do it on accident all the time) they said of course. Three days later it was delivered to the INCORRECT address.It gets worse!!!!! If you go onto their website there is a link that says you can schedule a pickup as long as it is not the same day. When I asked them about this they said they no longer offer that service. This is a sack of shit since it is offered on their website. Since they offered it and refused me service, that is breach of contract. As a result, I simply asked for them to refund or reorder my order and they said they cannot do either because I am not their customer. It is as simple as going online and placing an order with the company. WTF!!? This is not a complicated concept. The whole company horrible and any company owner who does not understand breach of contract is inept. DO NOT DO BUSINESS WITH ONTRAC. If you want proof that they have a pickup option they have it linked directly on their home page.But knowing them, the link will probably be an inactive link by EOD, I hope they prove me wrong.
This company has been extremely disappointing. My original package was lost due to a supposed "weather delay," even though the weather has been perfectly fine. I had to contact the merchant to have the order resent—only for OnTrac to lose the replacement package as well. The tracking still shows "weather delay," which makes no sense. OnTrac provides no meaningful updates or solutions. At this point, I’m questioning whether this is even a legitimate company.
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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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