Review Time
LaserShip/OnTrac was supposed to deliver my package, tracking #1LSCXLN004OE734, on Monday 02/17/2025. I ensured that I was home for the entirety of the day for this delivery as I live in a residential apartment building with no doorman to let them into the building via the building's buzzer system (the common type in New York City). This particular delivery driver, who LaserShip/OnTrac's customer service refused to identify, marked my package as "Delivery Attempted" at 4:04 PM on Monday 02/17/2025 despite the fact that no attempt was ever made. Again, I was home and available all day to let this delivery person into the building and accept the package.The only resolution that the customer service agents, Janelle, Tierra, and Robbi Jean, provided was that delivery of my package will be attempted in 1-2 business days. I cannot be home and available these days as I need to be working at my job, so there is no way I can receive this delivery. I'm not sure how they expect me to receive these goods I have already paid for, so this is essentially theft by the circumstances they have created.
I was directed by the shipper of my packer to contact Ontrac for the tracking of my delivery. When * finally got what I was told to be a "live agent named Adrian" he was unhelpful and ended our chat without hearing me out! When the shipper says to contact Ontrac and Ontrac says to contact the shipper it is a joke! Tracking the package said the package was in Virginia but "Adrian" said they have no idea where the package is and I need to contact the shipper. Worst customer service treatment I have ever received!
Was supposed to receive our Farmers Dog order on Sunday but our package was damaged by OnTrac cuz that’s where it was stopped. FD had to reship and hopefully we’ll get it today but why would our original be damaged? Not very responsible
Worst delivery service ever. Duluth Trading has lost this customer for ever due to OnTrac. Packages never are delivered on initial delivery date. Real time tracking is a joke. When I enter their tracking number it says to enter a valid tracking number. Duluth Trading uses this delivery service because I am sure they are cheaper than anybody else. But what are you saving when you lost a customer that spends thousands of dollars a year with your company. WAKE UP, there is a reason why FedEx, and UPS are so large. They are dependable and do what they do very well. Trying to save a buck you lost thousands as well as any referrals. Remember when customer service meant something. What a joke.
Still haven’t received package almost a week late. Human operator says they use their own vehicles and distribution then their own ai system says they partner with over 7000 independent contractors for distribution. Nothing but lies and failure at every turn
First, this company had an expected delivery date that was in the past, and got no further delivery updates until it actually showed as delivered. When I went to retrieve my package, I could not find it anywhere in my mail room (which is where all packages are supposed to be delivered for my apartment). Upon checking online to see the picture proof of delivery, I realized that they delivered it to the wrong apartment building, which I have no way of getting into. I tried to call the customer support number, which had an automated message that stated to use an online chat and then hung up. Absolutely no customer service and terrible experience overall. Would never recommend this company.
Placed my order on Friday morning from HomeDepot.com and it was scheduled to arrive the next day, Saturday. The Ontrac info said it was out for delivery at 10:32am on Saturday. Then at 5:12pm the status changed to "Company Closed on Delivery Attempt". We were home and it is not a business. There is no business on my street anywhere in the town. So this is an outright lie by the driver because HomeDepot confirmed this morning that they have the correct address. I told the HomeDepot service rep (a very nice guy) that I would like to pass along to his Supervisor that Ontrac is not a good business for HomeDepot to use. I could have ordered the same item from Amazon and had it the next day - I trust Amazon to deliver. I was trying to not use Amazon and give some business to HomeDepot, but as long as they are using Ontrac I will not be placing orders online with HomeDepot.
I have never seen a delivery service this bad. From now on if I see a company using this service I will not be ordering anything. I've had three terrible experiences with 3 different orders (different companies). The first time they sent my package back to the company with no reasoning and lied and said they attempted to contact me.. they never did. The 2nd time it was out for delivery then suddenly delayed didn't get for two days later. This time It has been out for delivery on three different days and I still do not have my package. I attempted to chat with the customer service agent just to see what the issues it . Very rudely stated oh the driver attempted but it was no where safe. Umm they never even came (I have cameras) and a very safe porch the package could have been left. Also someone was home all day they could have knocked but again no person was ever on my camera so yeah they never showed up. I simply tried to explain this to the agent who said "well it wasnt me that tried to delivery the package". Ummm what I didn't think you did just trying to figure out what's going on- because obviously if I ordered it I need it.
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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.
