OnTrac Reviews 

I was supposed to get frozen dog food from Farmer’s Dog. It left the shipping department 8/13/26 at 10:49 AM. I got a text from Farmer’s Dog at 20:07 my food was on the way. Mind you we are having triple digit temperatures. Then I got a text from on OnTrac it couldn’t be delivered because they needed an access code. We do not live in a gated community or apartment. They obviously went to the wrong subdivision. Get better GPS!! It is a single family dwelling with address clearly visible. When I tried to talk to wink chat bot it kept asking if I wanted to cancel delivery, add instructions, change address or change delivery day. I am unable to get in touch with a real person. Now wink says delivery schedule for 8/16/26. My frozen dog will clearly be unfrozen. I pay premium price for human grade dog food. FedEx, UPS, Amazon and Uber have no problem finding us. Totally dissatisfied with their service and I would not personally use such a poor service and Farmer’s Dog is also hearing my dissatisfaction.

OnTrac d/b/a Lasership outright lied and stated that they had attempted a delivery the first time to a business address but no one was there. The address is a private home surrounded by security cameras which showed the driver lied even if they thought it was a business in their mind. Five days later, after not one single tracking update they suddenly said it was delivered. A lie again. Either the driver stole the package or they lost it. If you Google the company it states that the drivers have a reputation for theft. Their ZERO reputation goes back at least to 2023 on the Complaint Board and as long as these retailers keep using them with this ZERO rating they have no incentive to ever change. It’s obvious that they do not care about their reputation or what anyone thinks when 97% of their reviews are a disgrace across all platforms that gather and record reviews. My shipment was being sent from Free People which was an eye opening experience. I found out that Free People does not take ownership of its shipping issues and ensuring that its packages are being delivered by this absolutely awful shipping company. Free People’s policy is if you have a shipping issue with their company you are on your own. When you deal with Free People and them using OnTrac as their shipper it’s a terrible nightmare and an unbelievable situation. Unbelievable because neither company values or cares about its customers or their businesses. Good luck with the long time viability of either company. This kind of behavior to operate in this manner has long term consequences and those customers who you put through this will no longer be loyal long term customers. I know I will never order another item from Free People as long as they use OnTrac as their shipper and as long as they fail to take ownership of the delivery of their merchandise. Someone who has the time needs to investigate if a class action lawsuits can be filed against this company for lies and deceptive business practices. If it is a viable class action law suit it should be filed and everyone of the people who have posted a negative review should be invited to join. It is then that these retailers will stop using them. This company is headed to failure and bankruptcy in the end. Unreliable drivers and poor customer service will bring them down.

UPDATE: This mess has been going on since Sunday August 9th. Here is the email exchange:

Where is my package?

No updates since Sunday August 9th.

In this email dated Aug 10th you said you had it and it would be delivered in a day or two.

There are no updates on the tracking app since Sunday August 9th and it’s been a week with today August 14th and you refuse to respond to my emails.

Did the driver steal my package?

On Aug 10, 2026, at 8:28 AM, Customer Service wrote:

 ,

Thank you for your inquiry regarding . We understand the importance of your order and apologize for the frustration caused by the unsuccessful delivery. Your package is being processed to go out for delivery on the next available route within 1-2 business days. Tracking will update soon on our website. If additional delivery information is needed such as address confirmation, directions or access codes, please respond to this email. We will do our best to provide this info to the driver before the next attempt.

Thank you,

OnTrac Customer Service Team

Tracking Number:
FP29443199
Case Number: 18719916

UPDATE: 08.14.2026

Email I just sent to OnTrac:

Such pathetic liars.

You did not deliver a thing to my home.

First of all there was No notification that it was out for delivery. The last update was Sunday August 9th and then suddenly there is an update that you delivered my package. You never once responded to the four emails that I sent you over the last five days, even the one today asking where my package was. If it was out for delivery you had every opportunity to tell me via email and the tracking app.

You either lost my package or your driver stole it.

Secondly, not one soul, the whole afternoon and evening is caught on any of our security cameras delivering a package.

We have the receipts.

We have four security cameras covering the front driveway, the walkway to the house, the front door, and the windows.

I will let the facts speak for themselves

ref:!00D4102kxbf.!500Vn0rYtl9:ref

OnTrac tracking information on their tracking app:

08/14/2026 4:25 pm
Your package has been delivered
Left At: Front Door

US 08/09/2026 5:24 pm
The driver tried to deliver the package, but the business was closed. We will reattempt up to 3 times. Contact us with any access or delivery instructions

YOU CAN SEE YOU SAID YOU TRIED TO DELIVER IT THE FIRST TIME TO A BUSINESS BUT IT WAS CLOSED WHICH IS A LIE. THEN YOU SAID YOU DELIVERED IT TODAY WHICH IS A LIE. YOUR TRACKING INFORMATION NOT MINE. I WILL LET THIS LYING MESS SPEAK FOR ITSELF.

they said they were not able to deliver my package although i was home , but i had recieved a message saying it was delivered! this company is always messing up my orders!

OnTrac more like OffTrac! First there tracking service was down the whole day, how can you call yourself a delivery service if you can't even provide a tracking system properly. Second they were 3 days late on my delivery. Third its impossible to get in contact with anyone to find out where my order was. People got to stop using their service so they can go out of business.

This is one of the worst delivery companies I have ever dealt with. They’re even worse than FedEx and I don’t like FedEx. I’ve had two problems with them first I ordered a Knicks shirt. Never arrived, but I eventually got one which I took weeks to get one and now I ordered two tops Chrome update 2026 and it’s been in the same area for a couple days and it was supposed to be delivered last Saturday and customer service is no help whatsoever. I believe they really don’t care.

Ordered from Old Navy twice now and twice an OnTrac driver stopped in front of my house, got out of their car, got back in and didn’t deliver the package. Both times I received an email stating the address was incomplete. It wasn’t. For the first order, Old Navy cancelled it and resent it with UPS and, guess what? I got it! Not one issue. The most recent time, I “chatted” with OnTrac, got no help other than confirming my address and that there is ZERO barrier to entry for my property. My front door is about 12 feet from the street. The street sign is literally across the street from the very same front door and my house and mailbox are clearly marked with the number.

After calling Old Navy for the second time, OnTrac stated (to the Old Navy rep) they believed the package was damaged and that’s why it wasn’t delivered, so I’m confused why it said the address was the issue. Now the issue has been escalated.

Always call the seller. But I agree with everyone else, if you ship with OnTrac, I will do business elsewhere.

First off, my address number is printed on the curb AND the garage. Yet my packages were left next door. My number is 2028, theirs is 2032; no excuse, just lazy.
It was late when I looked at the delivery photo. I gave an immediate review of 1-star. The next morning, my tracking details were 'not available' (deleted).

Horrible and useless company. No customer service, no reliability. Don’t work with them ever, if you don’t want to be get frustrated and get no solution for your package.

If there were negative numbers, I definitely choose a negative. The company flat out lies. I was told they had tried to deliver my package. That was totally untrue. When I reached out to them about the lie, the response was that since my shipment was frozen food I am just out of luck and I should take it up with the seller. Shit service.

I have had multiple shipments from the same company and every time they say they can't deliver. this time they said the business was closed but it was being delivered to my home. There is no customer service where you can talk with someone and when you text on their chat it is automated so you cannot get an answer from anyone. I have updated my address and directions at least six times and every time. Sadly the company says they cannot choose a different delivery carrier for me so I am going to stop shopping with them also.

Delivered a package to my address that was meant for a different address 40 mins away by walk as i dont have a car and i had to deliver it to them after dark by walking

The worst ever delivery company service
On track, no updates about your delivery and when you receive any update is a lie they said they tried to deliver your package, but they never show up and this is not the first time this is the second time the same shit happened with this company and the worst part is that Walmart keep giving them package to deliver.

Tienen a prácticamente todo su personal incapacitado para hacer una entrega sin problemas siempre tengo problema con ustedes es inaceptable que les cuesta dejar el paquete frente de la propiedad o dentro de la caja de paquetes que está visible frente a mi portón que les cuesta

Another sorry delivery. Driver lied. Said they placed delivery in the hands of recipient and even forged a signiature, when in fact it was left in the mail box over a 100 yards away. I have ask all companies I order from not to use this sorry service.

Delivered my package to wrong place, admitted it was delivered to the wrong address and said they would find it and days later emailed me saying its my issue. No idea where it was delivered as the photo they took does not match any where near me, probably stole the package, I even called around. I don't understand why companies use them if it's just upsetting the customers.

I live in a public street off of a main road, for some reason ontrac cancels my delivery claiming "need access code" even though theres no gate or anything, customer service does absolutely nothing (which is already almost impossible to contact) i hate this company so much.

My package was marked as delivered, but the driver left it completely out in the open and nowhere near my apartment. The delivery photo clearly shows that it was not left at my door or in a secure location.

I am currently at work, so I have no way of knowing whether the package will even still be there by the time I get home. Leaving someone’s package in a random, exposed area of an apartment community creates an unnecessary risk of theft and completely defeats the purpose of providing a correct delivery address.

I also tried to leave feedback directly about the delivery and was unable to do so, which only adds to the frustration. Packages should be delivered to the recipient’s apartment or an appropriate secure delivery area—not simply left wherever is convenient for the driver.

Extremely disappointing delivery service

I always have one issue or another when this company is used for delivery. They are AWFUL. It's a shame but I think I will stop using Chewy because OnTrac is a company I would rather not have to deal with.

This time they left my package at the wrong door. The worst part is is they placed the box DIRECTLY in front of the sign that told them where to leave the package. They chose not to leave the package where I asked so it sat out in the rain all night. Not a great thing for a $60 bag of dry dog food to have happen to it. It was careless and lazy.

ZERO stars. I have ordered from 2 companies (REI and Abercrombie) who apparently use OnTrac. BOTH times the drivers are not looking at the delivery address. We live next to an APARTMENT complex. We are in a HOUSE. Both times they have delivered to 150 Leonard Road “Apt 146” — my house is 146 Leonard Road (fake but similar addresses for privacy). There’s no “Apt 146” on the actual shipping label! They are not caring to read or deliver correctly. I contacted OnTrac and you can’t talk to anyone. Through the chat they said “it won’t happen again” — it happened again. I had to drive over to the apartments (again) and take the package off the Apt 146 porch (looks really great - stealing a package). Ugh. How do we find out what companies use OnTrac? Because I won’t order from them.

Ordered 2 3 gallon plants from fast growing trees, delivery day keeps changing. Can’t speak with anyone all you can do is chat with a computer who keeps writing the same message. Complete joke