OnTrac Reviews 3,194

OnTrac serviced my purchase from Best Buy. The first package was declared delivered three days after the delivery date. It wasn't delivered. The next package never shipped. Another week later, I worked it out with Best Buy to pick it up from the store which would take another week. On the day of pickup Best Buy told me it was lost again with OnTrac and they had no clue what happened to it. A month later I still don't have a computer. I don't want OnTrac to improve. I want OnTrac to go out of business.

To All Corporations that ship to customers:
NEVER!!! NEVER!!! NEVER!!! NEVER!!! use this horrible company for deliveries!!!! So far, all my packages from companies I have ordered that use this service (i.e. Walmart, Chewy, Target, Sephora, Nike & Nordstrom) have consistently been delivered to the same wrong address! EVERY SINGLE ONE! And I've tried to contact OnTrac (formerly LaserShip) to inform them of this, and there is NO Customer Service. Just an AI-Chatbot that accepts your inquiry and then replies with an automated message telling you that, "Even though you (the customer) state that you have not received your package, our records confirm that your package has been delivered. If there is still a problem, please contact your seller for further assistance." This has happened for every single inquiry, 11 in total, for all my mis-delivered packages. And, I have even submitted pictures of "my" house and "my" frontdoor for OnTrac to compare with their driver's photo of the delivered package at "a" frontdoor... and they are CLEARLY different homes!, No other way to contact OnTrac... NO phone number, NO live chat, etc... Thankfully my neighbor is understanding and calls me whenever this happens. And, when I finally get the mis-delivered package from my neighbor, I check the shipping label, and every single one of them had the correct house number "863". Yet OnTrac keeps delivering my packages to "813" on the same street. And this has been going on for 8 months now! So I have contacted all the involved retailers and have had them place a note in my customer file that all my orders need to be shipped by either UPS, FedEx, USPS . They, and Amazon, are all able to successfully find my home. Why can't OnTrac! What kind of junk GPS are they using! So, as OnTrac advised, I have contacted all my retailers to inform them of this problem, and most have changed my shipping method to one of the other delivery services, NOT OnTrac. And, if they cannot accommodate my request to ship to me by anyone other than OnTrac, I close my customer account and go elsewhere. And, if in the process of placing an new order for the first time with a new retailer, and I see that it is going to be shipped by OnTrac (not always an easy thing to find), I immediately cancel my order and go elsewhere.

So, in summary, for over 8 months now, OnTrac has consistently mis-delivered every one of my packages from several different retailers to the same wrong address, despite the shipping label showing the correct home address for me. Frustrating, in-and-of-itself, but what is even more angering is that there is no other way to contact any one at OnTrac to try and rectify this problem.

So RETAILERS, while I am sure OnTrac is giving you a better price for delivery than USPS, FedEx, or UPS... and "yes", as a business owner myself, I truly understand just how important keeping your overhead as low as possible... just know that I will NEVER be a customer of yours if you ship with OnTrac!!!!!!!!!!!!!!!!!!!!

Absolutely horrible service. A 1-2 day delivery is at a week and I’m still waiting. I will never do business with any company that uses this pathetic delivery service. My package was misdirected and ended up in New Jersey. I’m in Indiana. The updated info says it will be here today but the scans show it’s still sitting in New Jersey. Another company obviously run by morons just trying to get rich at our expense.

They used to be called lasership but it’s the same inept, unreliable and moronic delivery service on the planet. Why the hell they are still in business is beyond me.

I never do this, but given the circumstances, I decided to go ahead and do it. If I could give 10 negative stars, I would gladly do so. Let’s start by saying that customer support is nonexistent. Only via chat, where you’re “supposedly” able to add notes to the tracking number—notes that nobody reads. If anyone from the company is seeing this, I’m referring to tracking number
1LSCYFU0060ZFC7
I was supposed to receive it on April 17. The merchandise: Frozen Food. I specifically noted on the order that the delivery was to a commercial address. On the day we were supposed to receive the package, the tracking number said “out for delivery” starting at 8:32 AM; the office was open 1 hour and 40 minutes past closing time, which is 5 PM. That day, they attempted delivery at 7:48 PM. They must have seen the note I left on the door specifically referring to the company Lasership/Ontrac (since I tried every possible way to reach someone live and it wasn’t possible). The note said that the office would be open on Saturday from 10 AM to 1 PM. They tried again to make the delivery on Saturday at 5:03 PM. So either the person who saw the note doesn’t read English, or they didn’t do their job of putting a note on the tracking number for the delivery guy the next day.
On Sunday, when the office is closed (again, the package contained frozen food). They tried to make the delivery around 6:00 PM, the next day Monday around 7:00 PM, Tuesday at 7:22 PM, Wednesday at 6:47 PM, and today, Thursday, the delivery person showed up with the package (frozen food) around 3 p.m., and when we told him what had happened and said we wouldn’t accept the package—that we’d left countless notes for the company regarding this package and its contents—he got really rude and grabbed the package, even slamming the door behind him.
THIS IS THE WORST DELIVERY COMPANY IN THE ENTIRE WORLD, NO CUSTOMER SERVICE AT ALL, STAFF WITH A BAD ATTITUDE, AND HONESTLY, WITH EVERYTHING THAT HAS HAPPENED TO ME, I DON’T THINK THEY CARE ONE BIT WHETHER THE MERCHANDISE ARRIVES SAFELY AND ON TIME OR NOT.
If anyone from the company wants to contact me, they can do so; they have my information in the tracking number.

Driver left the package on the gravel road about a half mile from my house. Reported as "Delivered to front door." Wish Chewy was stop using this company.

Package says delivered. Cameras at the house do not show anyone ever coming to the house. When I contacted them they told me I needed to contact the seller. The seller didn't steal my package! This is absolutely ridiculous! I will no longer purchase from any company that uses OnTrac as a shipper.

I am not able to provide a 0 star ...
But really bad experience, no answer, only a chat, not able to contact them on the phone.
I still don't know where my package is, but tracking says i will receive it yesterday.

This company On Trac needs to have light live customer service that way we can speak with someone my package was delayed for three days

Don't even attempt to deliver, just keep sending failure notifications. No phone number. No human support. This is criminal.

Waited all day for an "out for delivery" of a package. They updated the status with "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".

Problem is, this package isn't going to a business. It's going to my home and I was home all day. Blatant lie and this happens all of the time with this carrier.

Wish i could post a photo to show how the time was not even 9pm, yet their time stamp said 9:44pm they tried to deliver and will redeliver tomorrow. This is the second time this company has done this to me. They were never here. Chewy started using them and they are horrible. Don’t know why they would switch to this company.

If I could leave fewer stars, I would. Every single time a package is "attempted" to be delivered by this carrier, the delivery is sent back to the seller claiming they need a "code" to deliver the package. I live on a military base, but no one else has issues delivering to me. Maybe they should list that they CANNOT deliver to military bases in their contracts... extremely dissatisfied.

Do not order anything that claims it will be shipped via ontrac. They lost my order for my brother's birthday. I ordered it on April 8th. Ontrac claimed it would be delivered 14th-16th. Those came and went, nothing. Finally on the 21st amazon admitted that ontrac lost the order. Ontrac needs to be put out of business.

This company's drivers will lie about delivery issues. My delivery was going to a UPS store. This store is open 7 days a week. I provided the hours of operation to the delivery company before the package was out for delivery. The delivery driver say's the business was closed at the time of delivery. This message was posted after 11am. I went to this store to pickup other packages and it was open there normal business hours.

If I could give it zero I would, someone needs to come up with a way to leave reviews where we can give it ZERO stars.
This Scam, poor excuse for a company is a fraud and I will be contacting the state attorneys office, There’s enough complaints to launch an investigation.
Either they don’t deliver the packages and lie about it… always saying “there was an issue”, they “attempted delivering” when they didn’t or the open the package and steal the stuff from the inside and retaps it and have the indecency to deliver it after receiving multiple complaints.
They also make it impossible to contact the company, there’s no customer service whatsoever. It’s an automated system giving unhelpful replies.
When ordering from a big company like Nordstrom, Sephora, Bath and body which I have been for years you don’t expect them changing their delivery company to this fraudster.
The company obviously is running some kind of scam, stealing the merchandise and resealing it or something, is exhausting. As a consumer I don’t need the added stress after I order something to have to be talking to a robot about my package.
This company needs to be shut down and I hope it happens soon.

I’ve now had two consecutive days of “attempted delivery” with no actual attempt made by OnTrac.

Both days, I was home and waiting. No one rang my doorbell, and no delivery driver came to my address.

On the second day, I canceled my plans and stayed home specifically for this delivery. While actively chatting with an agent and providing instructions in real time, I received a text saying delivery had just been attempted and failed. I immediately went outside and there was no driver or vehicle anywhere.

When I told the agent this in real time, they responded “Looks like you’re not in the chat anymore” and ended the conversation. After that, I received no further responses through chat or text.

For context, my address does not require an access code, gate, or call box. It’s a standard residential building with a doorbell, so there was no reason delivery couldn’t be completed.

This isn’t the first issue I’ve had. I’ve previously had packages marked delivered when they weren’t, and even had to search for a package that ended up blocks away.

At this point, the problem isn’t just delivery. It’s false delivery attempt reporting, lack of accountability, and no reliable customer support.

This has been extremely frustrating, especially because the package is time sensitive. I would strongly recommend avoiding this carrier if possible.

THE ABSOLUTE WORSE. I would leave -0 starts if i could.
I’m BEYOND disappointed with OnTrac. They handled/delivered my Formula 1 package to the incorrect address therefore this experience has been frustrating from start to finish. Their tracking updates are made to be prolonged and inconsistent.
Customer service was no help either, you can never get in contact with an actual person They force you to direct yourself with a virtual robot with no actual solutions. I kept getting generic responses with no real effort to resolve the issue. This wasn’t just any package—it was a birthday gift that I bought with my hard-earned money.

I understand things can happen, but not having a package that i paid for and offering little to no support is unacceptable. I would not trust OnTrac with anything important ever again in my life.

The WORST. Tracking updated once and then nothing. PrAna uses them and I’d never buy directly from them again. Worst customer service on both ends. This is the $ Store of shipping. Avoid any company that uses them.

I have never had a successful delivery from this company. Drivers "attempt delivery" but actually do not. This company also tells you up front they won't call your cell and even when you tell them to just leave the package outside the apartment complex door, they do not. Awful company, I am shocked they are still in business when there are plenty of other delivery services available. Truly terrible. Any vendor using them clearly doesn't care about customers.