OnTrac

I would give it a –5 if Unilocal would let me. In the past 60 days, I have had 5 shipments that were «delivered» by OnTrac.
The first delivery never arrived, even though it said delivered. Called OnTrac and they told me they couldn’t help me because they delivered it and someone must have stolen it. I was home all day that day. The replacement delivery (delivery #2) was fine, but it was delivered in an unmarked vehicle and the driver was discourteous. Both of these packages came from Sephora.
The next three were all from Amazon Prime (but not some Prime when it’s OnTrac). First package was delayed due to truck break-​down, but driver went home early in the day. That was a Friday and I didn’t get the package till late on Monday (it was a gift that I had to replace due to the delay.) Delivered in a guy in a broken down white van. I live rural and was home alone that day and it make me nervous. I sent the dogs out with me when I got the package. When I walked out, the guy was rummaging through the back of his dirty van, throwing packages over his shoulder looking for mine. I left the dogs in the yard till he drove off.
The next package came on time, but was thrown over my front yard fence. I was home and the dogs were all inside. All of a sudden from one of my windows I see something flying by and the dogs get scared and then I hear someone in my driveway. When I got outside, I saw an old van driving off and a package in my yard on our rod iron bridge. The delivery guy had thrown my package into my yard! FedEx and UPS leave packages by the gate when they don’t come into the yard.
Today, I was expecting a package that was to be a graduation gift for tomorrow. No delivery. The Amazon website said could not deliver due to weather. Lovely day, sun out, just a bit of drizzle on and off! I called Amazon, who eventually conferenced me in with OnTrac customer service (there’s an oxymoron!) Seems, it wasn’t due to weather, but there was a «blockage» in the road??? What? Where? What was it? OnTrac couldn’t tell me because, the driver went home at 3p. Of course I didn’t know that until after losing my temper at the Ontrac unhelpful customer service rep, because she just kept saying we can’t reach the driver because they aren’t allow to be on the phone when driving.
The customer service gal didn’t know where the distribution center for Vancouver was, no address available and she had no access to a phone number for me to reach the facility. I had to look up all that info online myself while we were on the phone.
Now I have to drive over to their distribution facility to get my package tomorrow morning. They were not interested in making me a happy customer in any way, shape or form.
Terrible company, dirty, scary, unmarked delivery vehicles. Horrible customer service. I’ve read lots of the other reviews here that are quite recent and we all seem to be in the same boat.
Now Amazon comped me the cost of what I had ordered, but not the cost of the gasoline and time to go and pick it up, and it’s on the other side of Vancouver from where I live. I am in the foothills, somewhat rural and I think OnTrac drivers just don’t want to bother coming up here.
Please Amazon, quite trying to save a buck at the customer’s expense. Especially when we are paying for Prime.

Why does Amazon continue to use this company?! They are completely incompetent. Two packages delivered to the wrong address. One package left out in the rain at a community mailbox where anyone could take it. One package marked as undeliverable. UPS, FedEx, USPS don’t have an issue delivering packages to my front door. The latest package OnTrac says was damaged in transit, but was still supposed to be delivered 6/3…it’s now ⁶⁄₇ and still no package. When will Amazon stop using this company?

I also got a message that my package couldn’t be delivered because my address does not exist. I’ve received probably 50 amazon deliveries to this address… this is the first one from OnTrac and they messed it up. Really wish Amazon wouldn’t use OnTrac, but even after talkign to customer service at Amazon, there is no way to choose the carrier. If enough people complain… maybe Amazon will drop them…

Driver refuses to take safety training our business requires before they are allowed on site to deliver to our receiving area. This causes unnecessary delays in our deliveries.

I was watching tv the other day and heard a loud thud at my door. To my surprise a package had arrived. I’m not a fan of OnTrac’s air delivery. I caught this on my security camera. The video is posted above. (Hopefully the sender uses lots of bubble wrap when sending their packages through this company!)

I wish Amazon would stop using this company as they’re very unreliable. If you track your package online, it’ll say its delivered, but isn’t. No one answers the phone. Ever. And I think the ontrac brand name just means on-​track to you being disappointed. I would NEVER use this company by choice.

A creepy, dingy unmarked white van was parked in my complex lot with packages thrown about the front passenger seat. A man walking through the complex had an OnTrac uniform shirt.
Based on the creepy van alone, I’d never choose to use this place to deliver a package.
Gross. Unprofessional.

First experience with OnTrac and I will do everything in my power to make sure it is my last. The shipping tracker says it was delieverred yesterday at 2:20. It was not delivered here or set by my front door. I have the best alarm system, my two dogs, and they alert me if anyone is at our door even if they don’t have a chance to knock yet. I don’t know if it was stolen by this company or if they delivered it to the wrong address. Amazon should cut ties with ontrack.

I was supposed to receive a package yesterday from Amazon; got a message that it couldn’t be delivered because the address didn’t exist. That’s odd, we’ve lived here for two+decades. UPS had no trouble finding us the same morning. We are at an inner city location with no mysterious street location. Very disappointed, as it was originally supposed to arrive on Saturday, and they couldn’t even get it here two days late. I sure hope it arrives today as promised.

I’ve had several experiences with them and to say they are inconsistent would be an understatement. The most consistent thing about them is that they are more consistently bad than good.

This company has serious problems in it’s delivery. First they delivered several times between 11pm and 12am on a remote ranch. You know, no street lights, in the middle of nowhere, and 11:45pm and some unmarked vehicle arrives with a person who obviously doesn’t belong around here.
Then they started leaving the packages out by the gate at the main road. House is 600 feet from the gate which is never closed. UPS, FedEx, USPS, even the garbage man can come to the house but not OnTrac.
So I had packages sent with signature required, and guess what they do? Sign my name and leave it out by the gate.
Trained squirrels could do a better job. This is a million dollar piece of property, no dogs, no keep out signs, no reason on Earth they can’t deliver except they’re lazy and stupid.
You can call them, they have a toll free number, use OnTrac Phone: 1−800−334−5000, Extension 4200. People I’ve spoken to have been in the USA and were sympathetic. Amazon and other shippers are also sympathetic. UPS, last time I called them, gal who answered was in Guatamala, so at least OnTrac has USA customer service.

Terrible! We are Amazon Prime members and order from Amazon frequently and never had any problems with other carriers such as USPS, Fed Ex, UPS. But On Trac guaranteed everytime I see my package has been shipped with them it has either ended up lost for good or shows up 1 – 2 weeks late.

If I could give a ½ star rating, I would. I ordered a projector through
on Tuesday, Jan 12 with 2 day shipping. The projector was part of a karaōke show I was hosting for the entire weekend of January 15 – 17, so the 2 day Prime shipping (which I pay for) was of the highest importance.
My package was supposed to arrive on January 14. It did not. I called Amazon on Thursday evening, I was informed that a mistake had been made with my package by the shippers, so the customer service rep tried to get in touch with OnTrac to resolve the situation.
Once on the line, OnTrac basically told the customer service rep that they wouldn’t do anything to get me the package, so I asked if I could get their phone number in order to schedule a pickup for the morning. OnTrac initially wouldn’t supply that information. Finally, after hours of waiting on the phone with Amazon Customer Service and trying to figure out a different solution, OnTrac said I could pick up the package in the morning. While this was not ideal, I agreed to call them in the morning to schedule a pick-​up, as I needed the projector before 10 a.m.
On Friday morning, I called OnTrac to see if I could pick up my package. The operator said that the package hadn’t arrived at their facility, so it would be faster if I just had it delivered. I agreed, as I could have my son bring me the package later that evening if needed.
Mid-​morning, I got a notification that my package was «undeliverable.» I called OnTrac and the operator told me that due to weather conditions, it couldn’t be delivered. Mind you, it was a little drizzly, but the trip from Vancouver, WA to Milwaukie, OR on a day when it is barely raining outside doesn’t constitute a weather emergency. I called him out on that and he then admitted that they had made a mistake and didn’t put my package on the truck. I asked him to call his dispatch and see what could be done. He told me that dispatch told him that all the drivers were out and there was nothing I could do. I told him this was unacceptable and that they needed to rectify the situation. They refused. AND then I was informed that my package wouldn’t arrive until Monday afternoon. I received my package Monday afternoon.
Because of their incompetence, I had to cancel parts of my show, which was very disappointing and costly all the way around.
Needless to say, I will make sure everyone knows not to use OnTrac in the future and I will not let any of my
packages to be shipped via them either. From all the 1 star reviews, it’s a miracle they are still in business.

Zero stars. the worst ever. I don’t know what I can add to these reviews. They stole my package and scanned it as delivered. I have e mailed REI, Amazon, and Teva and told them this horrible, dishonest scam of a delivery company is hurting their reputations and they need to cancel their contracts with them immediately. I’m not renewing my Amazon Prime account because of these shysters. Free shipping doesn’t mean anything when your packages are lost or stolen.

I am beyond sad that these guys are still in business… I ordered a couple of items from Hautelook last month and Ontrac supposedly delivered my package to my front door on 12/​28/​2015. This is not true… There were people home all day that day and we did not receive a package. I filed a claim with Hautelook and I tried contacting Ontrac’s customer service only to get an email back saying «Unfortunately the shipper requests that you contact them directly for all inquires regarding your shipment.» –awesome, thanks for the generic and unhelpful response. This has caused so much unnecessary stress and I still have no idea where my package is!

Off trac more like it! Horrible horrible horrible! Worthless. Called on hold for 45 minutes.

OnTrac! You’re terrible! I’m not really sure why my package was, «undeliverable — incorrect address». I work in a HUGE building downtown. The entire building is the SAME COMPANY. I needed my Amazon order early this week, that’s why I chose 2-​day shipping. My package not only had my name on it, but my company name and my floor!
I did call Amazon though, and they are sending out a free replacement. Thank goodness.
I also tried calling OnTrac before calling Amazon… was on hold for 45 minutes before giving up.
Go away, OnTrac! You don’t deserve to be in business.

2^nd experience with Ontrac no better than the first.
Vitacost apparently uses them for shipping as well as Amazon.
Ontrac lies about their deliveries to appear as though they’re maintaining their contractual obligations.
This time, instead of losing or stealing my package, they opted to mark a non-​signature required package as undeliverable when I was home, and then left it sitting on my porch three days later.
*sigh*

As with others, were I able to give negative stars I would. A package should have arrived yesterday shows on their tracking system as arriving yesterday but has never arrived. I called to find out where the package was and they insist it was delivered. There were no knocks at the door, rings of the doorbell, and I have a security system that would have captured their driver leaving the package at my door had it been delivered. Their customer support insisted it was delivered and someone must have brought it in the house, although I was the only one at home. Worst service ever and Amazon should stop using them!
Mystery solved, honest neighbor two houses down brought our package that was delivered there. I guess as long as it is dropped in the neighborhood they think it qualifies as ‚“delivered”. Shippers, if you want to make sure your customers aren’t frustrated and called liars, use a more reliable service. Even USPS does a better job!

Amazon uses OnTrac for a growing number of my Prime 2 Day Shipping orders, and their rate of making it within the two days is not very good. I’m currently waiting on a package scheduled to be delivered 3 days ago, and there is no updated tracking information on the OnTrac website.
For past orders, I have had very unprofessional calls from drivers trying to find my address (isn’t that your job?), and they have left packages in very odd places. Most recently, they picked up my door mat and put a large package under the doormat, purportedly to hide it? UPS and USPS always leave packages out of view of the street, but OnTrac makes it clearly visible to any passerby.
I urge Amazon and any other shipper to avoid these guys unless they can get their act together. Logistics can be a hard business, but professionalism and meeting deadlines you commit to are the very basic parts of the business. I’m not impressed.