OnTrac

If there was a way to give negative stars, I would. Scheduled a pick up last night. No one showed. Called OnTrac and was told the driver would come back. He did not. So, today, I took the packages to one of their designated drop off locations. At 6PM, the packages had not been scanned as being picked up. I called to follow up. OnTrac told me they would send a driver back to pick them up. It is now 9:55. I’ve spoke with no fewer than 4 people. I just waited on hold for 50 minutes before I was able to speak with a supervisor. The company makes pickups and deliveries. How is it still in business is it can’t provide the very basic services for which it was formed? I’ve now spent over 5 hours dealing with this today to the detriment of the other work I needed to do for my company. In addition, I may have to issue clients refunds if the packages do not arrive. I’m stunned by how amazingly bad this experience has been.

OnTrac consistently damages deliveries. They damaged my wedding photo album. They damaged Blue Apron deliveries. Deliveries always late, left in questionable places. Amazon, Blue Apron etc. take note! You will make your customers look elsewhere if you continue using them. Take a read through the many poor reviews. They must be awfully cheap, but actually they are just awful. Certainly if you are choosing a carrier it shouldn’t be this ‘company.’

Let me add my voice to those who think OnTrac sucks: they do.
I used them for 2 same-​day packages in SF, over 2 days. Both times they mentioned that the package was ‘signed for’ by the ‘front door’, despite having made no (literally no) attempt to knock on the front door or buzz the unit I’m staying in.
Fortunately, the more valuable of the two packages was actually delivered. The second was marked as delivered, but as of about an hour after ‘delivery’, is nowhere to be found.
I’ve been home all day, monitoring tracking status and listening like a hawk for someone to buzz or knock. Nothing.
How the hell did they land a contract with Amazon?

90% of the time they don’t deliver on time. They lie about delivery attempts, they sometimes even say it’s delivered and then they deliver it a few days later.
I am not sure how this is a legal company… they should be closed.

I’ve been so frustrated these past few days. ‘Was looking forward to my package from Zara on 1/​26, which was the commitment time.
Day 1: Got home and did not receive a package, instead, they left me a signature requirement note. Ok, that makes sense. They don’t want to be liable for the package if they leave it. I signed it and expected the driver to now leave my package the next day.
Day 2: At work, I checked online to see if my package was delivered and it was not… «NOT HOME ON DELIVERY» it said. This is when I get frustrated. Did I not leave my signature for a reason? Also, according to the tracking on their website, they left a 2^nd door tag, however, when I got home, I didn’t see one. Ok, so maybe they went to the wrong place or something? Or the indoor wind blew the tag outside? I tried to give them the benefit of the doubt.
Day 3: Checked the tracking again and guess what, «RECIPIENT REFUSED DELIVERY». wtf. Seriously??? MY SIGNATURE IS ON THE F****** DOOR. Frustrated, I called the customer service line. The lady on the other side said they couldn’t do anything about it and that I had to call Zara if I wanted to schedule a pickup. I called Zara and all they could do was try to hold the package who knows where. Checked the tracking again it and it now says «REDELIVER ON NEXT BUSINESS DAY». Maybe Zara got them to try to deliver again. Got home and saw the note saying «final attempt»… whatever «attempt» means to them.
Anyway, at this point I’ve given up. If I don’t get my package tomorrow, I will have to call Zara for a full refund and to warn them about Ontrac. This is not right. It’s so frustrating. And to know so many people have experienced similar is insane. How the hell is this business still in business?

By far the worst shipping experience I’ve had with Amazon.
I get a notification that the package had been delivered at 7:05PM PDT and signed by «FD». A little confused since I was sitting not 3 feet from my front door and haven’t heard *anyone* walk up the stairs I look outside. See no package. I then guess «FD» means «Front Desk».
The next morning I go to our «Front Desk» to see if they got he package. Nope, they close at 6pm and no one would be around to accept it. I call Ontrac and get through to a CSR and they tell me they’ll put in a notificiation to see where the package is.
4 hours pass by and I get no phone call about the location of the package. I call Ontrac *again* and get told that the package was delivered to a front door and that the delivery truck will return the next day to find where it went.
I then presume the «FD» is still «Front Door» and that the driver left it at the wrong unit. So I check all around my building unit. Nothing. I then check all other building units. Nope, no packages left out front.
I then go to the Front Desk again to see if they’ve heard anything. The afternoon shift was here again and she told me a wonderful story about how she saw an Ontrac truck enter the complex, stop, back up, and then immediately leave in the early afternoons on the day of my «delivery». She then goes on to tell me that Ontrac commonly gets lazy and leaves packages at random doors or doesn’t even attempt to make a delivery.
So now my guess is «FD» means «F*** Delivering».
Luckily Amazon seems helpful and are willing to issue a full refund for my delivery. Will have to try again and this time pay for more expensive shipping that will actually work.

Absolutely horrible. Says delivery attempt was made, absolutely was not. I was home awaiting the package, my dogs flip at any knock on the door and they were quiet all day, and no notice was left. Now my one day shipping has turned to a 3 day shipping (if I’m lucky). But by looking at the other reviews this could take much longer. Really, really, really unhappy with my service.

I don’t usually write reviews but this one deserves a negative review. My order from Amazon was left outside the gate of my apartment building. Because of that, one of the item was stolen. The delivery person never tried to call me, or tried to drop off the package the next day (this was the first delivery attempt). Amazon please STOP using Ontrac for deliveries! Stick with the U.S. Postal Service.

Why oh why does Amazon persist in using this company? I ask them that question each and every time I have to contact Amazon because a package is missing or damaged. I’m all for giving business to the little guy, and not just the big ones (USPS, UPS, Fedex), but this is beyond just being late or not turning up at all. They flat out lie, and do the «delivery completed» when there is NO package left. I can understand sometimes being late due to foul weather or circumstances beyond your control, but please don’t lie! Bad business practice Ontrac. Why not be decent and at least tell people you are behind schedule? Be realistic. We sit waiting all day sometimes (just like others have stated). It is quite frustrating. Ontrac, when they do deliver, hardly ever does so to the correct unit in our building. In fact, several of us have had kindly neighbors tell us about packages we were expecting, that are sitting in the sub-​basement aka the trash room! Or arrive damaged! What the what!!! After this latest fiasco, I have formally asked Amazon to please not send any packages via Ontrac. Don’t know if that request will be honored.
Karma, Ontrac, karma. Would you want to be treated this way? Are you just lazy or maybe completely in over your heads with the lucrative Amazon contract? If you can’t do your jobs, please kindly refuse.

Same as others. I just waited all day for my «same day delivery» and with a note on the front door saying to knock as the doorbell is broken, or throw packages over the fence (we are upstairs and didn’t hear anybody knocking at all) still no note or sign that anyone was here, yet it said «delivery attempted» on Amazon. I am extremely upset as I’ve been waiting here at home trapped all day for these packages. I tried to call customer service, no one picks up!!! Avoid at all costs.

Once again, OnTrac proves to be the absolute worst delivery company I’ve ever dealt with.
I’m an AmazonPrime subscriber and paid extra for «next day» delivery of my on-​faucet Brita filters — expecting them Saturday.
A text notice says delivery by 8pm, then it’s by 9pm, then by the «end of day.» At 11pm I check to see that the delivery is now set for January 2 – 4. WHAT!!! According to the OnTrac tracking, my package was out for delivery at 5am on the morning of the 2^nd.
I called Amazon and cancelled the order and let them know I may not renew my Prime account. It’s worthless if this is how the take care of their customers.
This afternoon around 3pm I got a text message saying that my package was delivered to my «Lobby.» I’m here and there is NO PACKAGE!
Every time Amazon uses this snail service, I end up with either a damaged package or non-​delivery. Note: this is not the first time OnTrac has caused me to cancel an order. With their previous record of leaving other people’s packages at my door and mine elsewhere in the neighborhood, heaven only knows where my current delivery ended up.
If UPS, FedEx and even the US Postal Service can deliver a package when they commit to do so, why can’t OnTrac? Their corporate name should be changed to OffTrac.
Argh!

OnTrac keeps delivering me someone else’s packages. The address is similar — same number, different street — but there is no excuse for this happening repeatedly.
Here’s the deal: it’s not that I mind dropping off a neighbor’s package. The problem is that they’ve now confirmed delivery of my package, so it’s gone, missing in the ether. Since it’s same day shipping from Amazon, it’s usually something I needed to have that evening or the next day. You’ve put me in a bind, OnTrac. You’ve apparently put a lot of people in a bind, since it took customer service 4.5 hours to call me back – and left me a helpful message to call back their general 800#.
I think this must be their strategy: using neighbors for the «Last Mile Delivery» and stockpiling my Amazon purchases. Dear Amazon, if you’re listening (which I assume you are, because you’re Amazon) please reconsider using OnTrac for last mile/​same day because it’s impacting my satisfaction as a Prime customer.

Zero stars to the driver of truck #CA260484 for backing up into my truck and not having the courtesy to leave a note. 5 stars to the witness that did leave a note stating the time of incident and truck number.

I also wish I could give zero stars.
This delivery service is the absolute worst. I am waiting on hold to complain — for the 15^th time, literally — about their drivers leaving packages in the front hall of our shared office building, right by the sign advising delivery drivers to bring the packages to the correct floor. They dump the packages on the floor, and leave. We don’t even know anything is down there. The building is not in the best locale for safe delivery, and we have lost packages from the hallway before. Does OnTrac care? NO. Do they respond to complaints and requests for a call back from a manager? NO.
I will celebrate when they go out of business and I can spend my time on work instead of on policing their deliveries.

They really do deserve zero stars.
Zero for four in terms of delivering to the correct building (I did get the ‘delivered’ alert from Amazon each time). Last week I talked to the front desk at a neighboring building who said that Ontrac had just taken back two of my packages which were mis-​delivered.
I ran down the street, stopped the truck and when he opened the back it revealed a mountain of hundreds of random packages… no organization of any type. It is no surprise that they are hopeless when it comes to making deliveries.
I seriously hope that Amazon stops supporting Ontrac as it negatively impacts the perception of Amazon’s service levels.

I am contemplating complaining to the companies that use OnTrac as their main delivery service to SF, because OnTrac is THE WORST.
Packages are almost always late («delivery attempted» when I have been home ALL DAY), they have been damaged before (water), and the latest delivery takes the cake. I received a notification that my package was delivered, yet I saw nothing in my building. I began to think that the package was stolen, and decided to call and ask about it. I get on the phone with a customer service representative, who takes hours to call me back to tell me that someone entered the wrong code, and that the package was actually still at the facility.
THEN, later in the day, I notice someone has been standing in front of my door for at least a full minute, and just before I start to actually panic, they knock. Outside, I find an OnTrac delivery driver who claims to have delivered my package yesterday, and that I should check with my building manager to get the tapes from the security cameras outside my room. I ask him what happens if it was stolen, and he mumbles something, but doesn’t seem to actually know.
I call back the customer service line, just to be sure, and the customer service rep calls the facility, and it turns out that it hasn’t been delivered or stolen, but is again, still at the facility and will be delivered the next day.
The absolute ONLY reason this review is getting two stars is the fact that every time I have called customer service (which is virtually every time I order something that is delivered through OnTrac), they are extremely nice and usually helpful. I have never received any ill-​treatment from their customer service representatives, but somehow there is always issues with the delivery of their packages.

If I could give you ZERO stars I would.
I have never received anything from your service on time. On top of that, I’ve actually been waiting for a package outside my front door only to have a driver fraudulently claim an attempted delivery.
It’s gotten to the point that I have video evidence to prove that none of your drivers attempted a delivery. At this point I may have to call the package in as stolen to the police.

Apparently, OnTrac doesn’t deliver to the post office. That’s weird. My original address for my same-​day package was for the post office. I received an e-​mail the day my package was supposed to arrive that they were not able to send it there. Fine, I understand, I suppose. I contacted Amazon about the situation and they assured me that they would change my address and notify OnTrac. I felt sure that OnTrac would change my address because I received an e-​mail shortly from them that confirmed this. Fast forward three days later and they are still attempting to send it to the post office address, and of course, failing every time. I have never gotten such bad service from a delivery carrier like this. Be wary of the «same-​day delivery» option on Amazon because they will use this horrible service and you’re same-​day may stretch out to «In-​Two-​Weeks».
P.S.
This is my 3^rd time trying to contact Amazon and OnTrac and not getting any help that I need.

Horrible service, consistently.
Out for delivery at 8am, I stayed home all day. Didn’t ring the bell or leave a door tag. At 9PM, still marked as out for delivery then suddenly at 9:59PM it says «not home for delivery attempt». This is utter bullshit, how are they even in business? I guess Amazon uses them because they’re shady too!

Unbelievable. I placed my first food order with Blue Apron, and they informed me that OnTrac would be delivering my refrigerator-​pack of food for the week.
OnTrac’s website says the package was «received in Hayward at 6:11am» and the shipment was «out for delivery at 8:01am.» It is now 9:46pm, and my package is still «out for delivery.» This means my refrigerated package of food has been sitting around for almost 16 hours.
After a 70-​minute hold time for «customer service,» I was finally connected to an obviously worn-​out employee who told me that my package «should have arrived by 7:00pm,» and that it «could arrive by 10:00pm» tonight. But that «it is possible it might arrive sometime tomorrow.» It is also possible the package «might arrive after 10:00pm, and the driver will leave it on the doorstep.»
Really? OnTrac — this is perishable FOOD we are talking about here.
When I asked what OnTrac will do if the package is not delivered (or is delivered with spoiled food, his reply was, «don’t eat the food. Contact Blue Apron and they will make it right for you, because they want your business.»
What? So… OnTrac can provide the worst delivery ever, and it’s Blue Apron’s fault?
Why do businesses still use this horrible excuse for a company? Maybe it IS Blue Apron’s fault.
—
Updated review.
Please click on my screen shot taken on 6÷17÷15 at 9:50pm. The delivery status states, «in transit.»
After refreshing my browser several times, note the screen shot taken at 11:01pm that states «delivered» on 6÷17÷15 at 1:34pm.
WHAT THE HELL.
Called customer service again, this time the wait was considerably less. Maybe because it was at 11:10pm? When normal people are sleeping?
The poor guy on the other end of the line said the package was «most likely delivered to the wrong address.» Uh… isn’t it the driver’s JOB to deliver packages to the correct address? UPS does it. FedEx does it. USPS does it. DHL does it. Why is OnTrac so inept?
I have filed a formal complaint with «management» and have requested a return call with specific instructions to provide a call-​back number and/​or an email address if I am not reachable. I will update this review as things progress.
Get your popcorn, people.