OnTrac Reviews 

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

Over the last few yrs. that W/M's been using OnTrac, it's been HORRIBLE. I'm here to say THAT, w/the last 3, - 4 ( ?? ), deliveries lately, there's been a VAST IMPROVEMENT. PEOPLE ACTUALLY FOLLOW DIRECTS &, USE THEIR HEADS. ToDAY's delivery was even EARLIER than what had been showing btwn. W/M & OnTrac which said arriving late. Not ONLY was it NOT late by a day that HAD been showing 4 it BUT, the OUT 4 DEL. INFO. from just about 12:30-ish today, had it here MUCH EARLIER than the typical 5 hr. window from THAT pt. SO...KUDOS PEOPLE!!!!

All though it was my fault to have put in the wrong address to deliver my package, it was not my fault that after replying to automated business emails, clarifying my address, and responding in a timely manner, nothing was changed. I sent countless emails and spoke to nobody but poor AI customer support. Despite finally being able to get in touch with a real person, the support personnel led me to the same fate, to email customer support with my new address, which hadn’t worked before. despite all my attempts to get my package delivered on track decided it was their decision to ignore my emails and ignore helping me and auto return my package.

They obvious hire illiterate employees as Everytime they deliver a package they place it under a sign that reads PLEASE LEAVE ALL PACKAGES AT SIDE DOOR. So next delivery same as other left under sign PLEASE LEAVE ALL PACKAGES AT SIDE. So I guess when on trac replied to my initial review they did NOTHING why bother replying? Obviously you still hire lazy ignorant personnel.

⭐ 1/5

Absolutely unacceptable. I have NEVER dealt with a delivery company that shows this little accountability.

My package was stolen after delivery, and I have Ring camera footage documenting what happened. I contacted OnTrac, provided the information I had, and expected them to take the situation seriously. Instead, I have received little to no meaningful follow-up, no clear explanation of what action was taken, and no real sense of accountability.

What makes me the angriest is how a company can be presented with evidence involving a package handled by their delivery operation and then leave the customer chasing them for answers. I should not have to repeatedly contact a company just to get basic communication about something this serious.

Customers trust delivery companies with merchandise they paid for. When something goes wrong, especially when there is video evidence, the response should be immediate, transparent, and professional.

Based on how OnTrac has handled my case, I have completely lost confidence in this company. I will actively avoid retailers that use OnTrac whenever possible.

If OnTrac actually cares about customer trust, they need to investigate situations like this properly, communicate with the customer, and hold the people responsible accountable instead of leaving customers ignored.

Terrible experience. Terrible communication. Zero accountability.

Wow! I am honestly dumfounded that OnTrac has existed for 5 entire years. Definitely not surprised that they are a subsidiary of LaserShip but I didn't think that NOT delivering packages was the primary goal of a package delivery company. Twice now I have had to deal with them. The first time I gave my gate code during my order and again directly to OnTrac once it had been shipped. I got repeated messages that they couldn't access my property and then a "failure to deliver" notice because I didn't give them the gate code. When I spoke to them again, they said they had no record of me giving them the gate code IN WRITING two days prior. I called the company that I ordered from and asked for it to be delivered to my work - a police station - that obviously never closes. Again I got a notification that they were unable to access the property. Today, 5 days after I was supposed to get it, one of our parking officers had friend in a condo complex in the city who informed him that a box for the police department had been dropped off there this morning. Mind you, this was chocolate. I live in Miami. Both times it was melted and ruined. Any company that works with them should be avoided!

Absolutely the worst delivery company I’ve ever dealt with. The drivers seem completely unable to follow delivery instructions, and submitting a case for an issue feels like a complete waste of time. It’s as if every complaint goes into a black hole where no one reads it or takes any action.

Why do companies continue to use a delivery service that provides such poor customer service and fails to follow basic delivery instructions?

Terrible company. Customer service is Terrible. Returned my package to sender. Never tried to deliver it. Support told me 3x it would be re attempted. Never tried. Amazing anyone uses this service. Definitely not ups or fed ex. Low budget bottom tier company

OnTrac is absolutely terrible when it comes to stolen or missing packages. My package was marked as “delivered” on but I never received it. There was no helpful communication—just a tracking update that claimed it was delivered.

I followed up with and the responses were either slow, unhelpful, and the supervisor I spoke with had the wrong date of delivery and nothing actually resolved the issue. This feels like a system problem where packages can get marked delivered without any proof or accountability.

If you’re using OnTrac, expect delays, misinformation, and a lack of support when something goes wrong.

The shipper made it right and I am having the package delivered to a friends house

OnTrac is genuinely one of the most frustrating delivery companies I’ve dealt with. They’ve had my Nike package for several days now, and twice they’ve marked it as unable to be delivered.

I’ve contacted them trying to understand what the problem is, and I keep being told that they need “more information” to complete the delivery. What information? I live in a regular single-family house with a normal street address. There is no gate, no access code, no apartment number, no security desk — nothing. You drive to the address and leave the package at the front door.

I still cannot get a clear explanation of why the package hasn’t been delivered or what information they supposedly need from me. Meanwhile, the package is sitting with them and I’m the one having to chase down answers.

I genuinely don’t understand how a delivery company can make a completely straightforward residential delivery this difficult. I would absolutely avoid OnTrac if given the choice.

I ordered some makeup from Ulta. It was delivered by OnTrac in a.... garbage bin for recycling in the back of my apartment tower. What a joke. Proof of delivery image literally was a picture of my package thrown in a yellow trash bin. Garbage was taken out same day before I arrived home from work to pick it up. Oh well.

On Trac is the wrong name for the delivery company, it should be Off Trac because they are batting 0 for 2 on deliveries from Vevor that insists on using their services.

If I could give negative stars, I would! No real tracking info. In their infinite wisdom, The Pets Table partnered with them to deliver fresh frozen food. Not only was my delivery late, but they left it on my doorstep in the middle of the night during a heat wave. I didn't see it until the next morning and most of the food was fully defrosted. This month, I was supposed to receive my dog's food yesterday. Their tracking site still says "Out for Delivery" but also has an expected delivery date of tomorrow. WTF?! My dog is out of food now! And I'll bet that food ain't even edible when we finally get it. Companies: avoid them like the plague. They will contaminate your good service, and if you happen to have any other small mishap with your customers, their poor delivery will magnify that mishap by 1000%. Can you really afford that??

Extremely poor delivery service and virtually no customer support

This is the second time I’ve had a serious issue with an OnTrac delivery in as many months. This particular shipment contained perishable food for my toddler and arrived roughly 48 hours later than expected.

What makes the situation even worse is the lack of any reasonable way to speak with someone. I spent considerable time trying to find a working customer-service phone number, only to discover that the numbers available online either don’t work or don’t connect to customer service. Their text support wouldn’t connect me with a live representative either- despite stating that it would—it simply created a ticket and said someone would respond within 48 hours.

That is not acceptable customer service for a delivery company handling time-sensitive and perishable shipments.

Mistakes happen with deliveries, but a company should provide a realistic way for customers to speak with someone when something goes seriously wrong. Based on my repeated experiences, I would avoid OnTrac whenever possible and will be asking retailers I use not to ship my orders through them.

Zero stars if I could! I ordered a gift card from Walmart for a birthday gift on a Tuesday. Delivery date the next day on Wednesday. I have been following the tracking# and for the past 3 days is saying received and scanned. Item is NOT out for delivery. I need this gift card fast so I could mail it across country along with a birthday card.
Contacted ONTRAC customer service and was informed that our area has a delay in deliveries this week. They expect to deliver by Saturday night by 9pm but no guarantee. If this is the case, my gift card will not be mailed until Monday which is 6 days from the time I placed the order.
I DO NOT recommend using this lousy delivery service unless you are ready to receive customer complaints.

Ontrac are the worst. They call themselves a delivery company ! When a driver cant be arsed to press a button to open a gate with an urgent parcel. I get a couldnt deliver message. There chat bot is beyond a joke, and when I eventually get to a human they cant even tell me when I can have it redelivered. I can have a call back in 24 -48 business hours. Today is Friday, what a joke this company is. This is not the first time with these baffoons.

Stay away from this company. -If it can even be called a company.
worst customer service in the world.
Worst shipping service in the world.
Had many orders from walmart, everything delayed 1 or 2 weeks, and when I try to contact them there was no one to speak. even walmart told they have a very poor communication, no idea why walmart uses them sometimes.
I hope they improve their service.
or they should go out of business.

Never updated tracking or delivered my. Could not speak with no help!

How is this company still in business? Utterly useless. Didn’t even bother trying to deliver to the address, instead sent a text, offered no customer service option, then said they need to confirm the same address, then said now it will be an additional 2 days.

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.