OnTrac Reviews 

Horrible delivery service provider. OnTrac claimed to have tried to deliver our package on four different days. Each day a different excuse (incorrect security gate code, incomplete address, etc.). Finally delivered on the fifth day. They had the same gate code and full address from day one. I believe that they never even attempted the delivery on the first four days. Absolutely horrible customer service. This is not an isolated occurrence. Everyone in our gated community has had issues with this company. Everyone cringes when they see a pending delivery from OnTrac.

They made one aborted attempt to deliver my package, asked for more information on my location (which I provided in great detail) then simply returned it to the sender without even trying to take a second stab at a delivery.
I couldn’t be less satisfied with their performance.
P.S.- that particular type of form reply explains absolutely nothing & certainly doesn’t change my opinion of their “service”.

I specifically left detailed instructions as to where to not leave my package and where to leave it. I own a condo and stated that my package was to be left at the door of my third floor condominium NOT in the parking lot at our trash room and mailboxes and the driver literally left it on the ground below the 30 mailboxes outside the trash room. I wasn’t home and had to call neighbors to have them go down and pick up my package and leave it at my home.

This is the worst delivery company that I have ever dealt with. My package has been out for delivery five times. You cannot get a hold of a person they want to do everything through AI text. Four different times I have put in step-by-step instructions to my house and as I stated before this is day five out for delivery. It’s 7:43 PM and there’s no doubt in my mind that I will get a text message stating failed delivery. I sincerely hope that companies read these reviews and choose not to do business with OnTrac because there’s nothing on track about them.

The package from Chewys was left OUTSIDE on the sidewalk again for anyone to take. The DOOR CODE is clearly listed in my address and there's a call box with my name that calls me to let them in. NOPE. They just drop it on the sidewalk, take a pic and walk away. To not care this much about a delivery is unprofessional, incept and beyond apathetic. This has happened with OnTac multiple times and it is never addressed or corrected. Don't trust OnTrac with anything, ever.
Look at this BS automatic replay message that proves OnTrac is ON TRACK for itself and not the consumer nor the manufacturer who foolish uses its service: "We’re sorry to hear about your experience. We take delivery issues seriously and appreciate your feedback. We'll notify the local delivery team to ensure packages are delivered safely and securely in the future. Thank you for bringing this to our attention." CUSTOMER BEWARE OF ONTRAC!

They are the worst carrier company, no costumer service and they never find your address. Very deficient an any aspect they should close this company.

They are getting ready for Christmas 🎄 ⛄🎁 to steal people stuff. Gas so high right now you could have drug addicts delivering your packages with these people. They use they own car gas is high and I bet their pay is low. They make up for it on the back end by taking packages. Also be careful because if they steal packages they'll break in your home. I used a roofing company in Indianapolis Classic Roofing they were robbing people homes and the roof work was horrible. The original owner sold the roofing company my client referred me not knowing he sold it. If they are bold enough to take from their job my stuff say delivered on a Sunday at a P.O Box I said my stuff is gone. The post office is closed on Sunday it was perfect for them smh they didn't take a photo because they never left them they stole them. They about to ruin people Christmas by taking their stuff by the time they get refunded the items won't be available anymore it's Christmas 🎄. Smh Nordstrom keep using them knowing they robbing us seeing they do not have their customers heart at best interest I will no longer shop with Nordstrom. They know they are stealing but keep using them that's sad I bet it's people applying to work just to steal for the holiday then leave after the holidays is over I decide to give money for Xmas stop them do not order give money I'm not letting them take from me this holiday. If they rob they own job and act like it's nothing in the higher ups face telling lies in their face they will come back and rob your home break ins yes be careful....

The guy just threw my package from 15 feet away from by door.

Wish i could upload my video of him throwing the package

Absolutely thee worst delivery service known. Never any updates on when it will be delivered signed up for text alerts never got a single one. When reaching out to them it's like everywhere else it's all AI generated answers instead of a real person hope this delivery service goes out of business soon!!!

Delivery driver took picture of package to let me know it's been delivered and then took package and left. Bring back my package now!!

Driver threw package 8-10 feet from the door. Highly would not recommend this company for any shipping services. Very lazy drivers.

Update:
Ontrac's reply is typical of third rate companies that just do not care. Taken from almost 4000 negative comments on Trustpilot:

Poor Customer Service: Reviewers consistently state that reaching a helpful support agent is difficult and that resolution for lost or misdelivered items is rare.

Ontrac responds that they are doing something about it.
Prove it. Show me details of interactions with the stupid driver. You simply respond "we care", full of the same lip service you've been pedaling over the years. Show me how you reprimanded this driver who does not speak or read English. I wonder how your drivers respond to school zones, construction areas or anywhere else the English language must be understood in order to comply. Spare yourself the embarrassment of once again replying with a form response clearly showing you do not care.

Just like everyone else on this forum, I'm very unhappy with this third rate company.
Amazon and others use this carrier, shame on Amazon.
My story starts as follows.
Ordered a package on Amazon. The seller uses Ontrack to deliver their goods, even though Ontrack is highly unreliable.
Ontrack Driver delivers the package to my driveway, 5' off the street. My house is 100' from that point, no dogs, no gates. Lazy and/or non English speaking driver, leaves in an unmarked vehicle. One minute round trip walk for a one pound package. Days later, I checked on the order with Amazon. Website says delivered, but there is nothing on my front porch. I went to my security cameras and brought up the date that Amazon referenced. Sure enough, lazy non English speaking driver pulled in, dropped package on the drive and took off. I do not know for sure but evidently someone stole it. Of course they did.
Ontrack completes deliveries all over the country for Amazon, Fed-Ex, UPS, and others.... to the tune of 70% of packages delivered in this country. Why, you say? Because Ontrack and the companies that hire them have lowered the bar to minimal service to their customers. This complaint will go by the wayside since above referenced companies do not care. They are satisfied in their sub-par services and choose not to do anything about it. Consequences?, bar is lowered. You and I mean very little to the bean counters at the helm. They figure it is better to disregard you than take action. Garbage in, garbage out. They seem pleased in their decisions not to act. The fact that I am handicapped has no play in this. I cannot go wheeling out to the street every time an idiot delivery guy drives by.
What can you do? Complain to Amazon et al and the seller. Report Ontrack to BBB. Force one of the guilty to send you another package at their expense. Here are some details taken directly from the internet.

Common Customer Complaints

• Missed or Delayed Deliveries: Reviewers frequently report packages arriving well past estimated dates or getting stuck in transit loops.
• False Delivery Statuses: Users note that packages are often marked as "delivered" or that a delivery attempt was made when no package arrived.
• Wrong Addresses / Ignored Instructions: Customers report drivers leaving packages at incorrect doors, failing to follow building access or gate codes, or ignoring specific drop-off directions.
• Poor Customer Service: Reviewers consistently state that reaching a helpful support agent is difficult and that resolution for lost or misdelivered items is rare.

Forum and Community Consensus

• Users on platforms like Reddit express a consensus that OnTrac service is frequently unreliable, citing recurring problems with driver accountability and communication.
• By contrast, OnTrac highlights positive testimonials on its Official Website from select regions noting speedy, late-evening, or Sunday deliveries, though these positive accounts represent a small fraction of general public reviews.

Adding my one-star review. And I'll let THEM explain what happened. Here is their explanation of their failures at every level:

"Here is what happened with this shipment:

The First Attempt: On October 1st, our driver made a navigational error and attempted delivery at the wrong physical location.

The Return: When you contacted us to confirm the correct address, the local facility failed to process those redelivery instructions properly. Instead of placing the package back on a route, it was mistakenly flagged at the warehouse level as an unresolvable address this morning, which automatically triggered the return process.

This was a complete mistake in our facility, from the initial driver error to the facility failing to execute the redelivery. I am deeply sorry for the impact this has on you and your customer. I am thoroughly documenting this internal mistake on this case for the facility's leadership to review."

Stole my glasses said they were delivered to my po box Sunday the post office is closed on Sunday why didn't you take them back to the facility with you so they can retry Monday instead you stole them they were never delivered smh sad thing is Nordstrom keep using this corrupt delivery service ONTRAC is disgusting they're bread crumbing their employees they make up the difference by robbing us and using us for their gas money and their addictions off our packages Im chosen you cannot one up on a chosen one im calling judgement on this company it wont be around long when you come robbing light workers messengers and earth angels father god do not play about his chosen ones o trash thieves stealing from the job

This is a horrible company. I had to stop using a vendor i was using for over 10 years because they switched to on trac. Multiple deliveries were never made before I gave up. It's a shame a company is losing business because they decided to use such a horrible delivery company. On trac is trash, I hate them with all my heart.

My package has been stuck in "Details needed. Please contact us" limbo for nearly two weeks. I have provided additional delivery instructions via their chatbot (seemingly the only way to contact support) several times, yet the delivery keeps failing. I even have an email confirming that a ticket was created. None of it is any use. Customer support is practically nonexistent. This is my first experience with a package shipped with OnTrac and needless to say I will be avoiding them at all costs in the future.

Unreliable, no useful customer service, Completely incompetent. Said our address we have had for 40 years and received thousands of deliveries is "incomplete" and that prevented delivery. If your company uses OnTrac don't us that company.

I wish I could give ZERO stars and it seems as though my sentiments are shared by everyone else. If I could prevent the companies I purchase from, from using OnTrac delivery service I would. I am surprised they are even able to be in business. They never deliver to the correct location, even when the address is the easiest thing to see. They have the worst customer service - scratch that - they have next to NO customer service and fail to resolve any singular issue I've ever brought to their attention. Do they even pay their employees? If you have the option to pick your delivery service, do NOT use OnTrac, EVER! What a pain.

As I sit and scroll through the many horrible reviews regarding this horrible company, I cannot figure out how they have remained in business. My wife and I reside in a rural area of the Mojave desert. We live on a large, fenced property, and the only time my property is left unsecured, is when we are expecting a delivery. And, I leave the gate open until dark. Virtually every last delivery we have experienced with this company, has shown up well into the night, if we received the delivery at all. My wife just recently canceled a contract with our largest dog food supplier, due to the fact, that after she signed up with them, they arbitrarily stopped using our prestigious regular carrier, and started using these losers! I can't help but wonder how much business many online companies are going to lose before they finally figure it out!

If I could rate them Zero Stars, I would. They are the most frustrating, and unhelpful shipping company I have ever worked with. They dont answer calls or emails. They do not respond to modifications or changes. It is shocking this company continues to operate.