OnTrac Reviews 3,194

Delivery from Nordstrom. Picture taken, no doorbell ring. Delivery notification from vendor within two minutes. Check the door and no package.

They just outright lied about my package being delivered. Based on the tracking information I would have seen the delivery person as I got home from work. The tracking information even showed that it was delivered to the wrong city and the picture they provided just showed my package in the back of a delivery vehicle. I think the delivery person just outright stole my package. And, they refused to even look into it because “my package was delivered.”

The company shipped both packages via ONTRAC, and my mom's package got lost. The driver was delivering to the wrong town, and ONTRAC threatened to return the package if I did not correct my correct address. None of the CS that I talked to knew why it was incorrect. After many messages back and forth with OnTrac, I ended up sending step-by-step directions, and a few days later, the package arrived in an unmarked car.

Update: We were given a gift card from the seller and ordered again. The order was split into two packages, and USPS delivered on time. But the Ontrac package sat in another state for a week. When I inquired about its location, they told me that they were unable to confirm control of your package at this time. It took another 2 days before it was marked as 'unable to locate".

The seller states that it was returned to them as undeliverable and asked to verify my address, the same address that was on the USPS package from the same order.

It has now been 3 weeks since the order was placed. It is too bad that this company is going to keep me from ordering from other companies that use them to ship.

Told me my package was loaded on a truck in a town 20 minutes from me but was delayed due to weather. I looked at more of the details and it said it was delayed due to weather in Chandler AZ. Both places reported blue skies all day. So where is my package? Down the road or across the country? And why is there a weather delay on a sunny, clear day? Why would a major brand like shark/ninja use a terrible shipping service?

If you're shipping packages and care about your reputation, steer clear. OnTrac refuses to actually deliver packages on our street. The house numbers are not in order, so they do one of the following things: dump all the packages in one person's driveway, deliver to whatever house they please, or just don't deliver the package at all. It's a shame that so many decent companies have been duped into using this pathetic excuse for a delivery service.

Constant delays due to "weather". Tracking information is slow and often inaccurate. Why companies like Old Navy and Walmart use this service is a mystery to me. For Walmart, it took 3 weeks to get my tablet. For Old Navy, the delivery date has been changed TWICE. Do better OnTrac.

Package delayed in Arizona due to weather… it’s 59 degrees & sunny

This was one of the worst delivery experiences I’ve ever had.

An OnTrac delivery driver threw my package more than ten feet instead of placing it at the door. When my wife confronted him about this reckless behavior, the driver responded by cussing her out, escalating the situation instead of taking responsibility. This entire incident was captured on video, so there is no ambiguity about what happened.

This is not a minor mistake or a one-off inconvenience — it’s a complete failure of professionalism, customer service, and basic decency. Mishandling packages is bad enough, but verbally abusing a customer is absolutely unacceptable.

If this is the standard OnTrac holds its drivers to, then the company has a serious problem with training, accountability, and oversight. I would strongly advise anyone who values their property — and being treated with basic respect — to avoid this company if at all possible.

The worst delivery company. Their systems, ai bot, and live agents are beyond useless. A package picked at a warehouse in Henderson, NV was sent to Los Angeles, CA to be shipped to the East Coast. Once it was received and packaged for transport all information ceased to exist. I will make sure I never purchase from a company that uses them as their primary delivery service.

Absolutely shocking
This company I would never use if I was in business
They are fricking uslesss saying they attempted delivery when they did not
How did I find this out you ask?
Well I went on a chat with them and they needed more info do I have a gate code
I replied no it’s not gated I was then sent a google pin point of my location and on opening it up you could see street names but green fields
They presume that no houses are there when we are a new community and over 5000 homes
Here
So it’s clear if driver got behind his wheel and drive out to location you would find houses not fields
I hope I never encounter get this company again

The item never was delivered
Had to cancel with the vendor who was happy to do so and refund my money. After looking this service up pictures of their NY warehouse were placed online which shows that this company is in big trouble what a mess.

My 6 unit building in San Francisco is 'fronted/surrounded' by a 6 foot redwood privacy fence. My unit located on street level, has its own gate marked with the unit number. When I have non-fragile deliveries, I place a placard on the gate that requests 'all deliveries to be placed over gate'. OnTrac courier arrived and THREW the 2.5 pound package at least 13 feet over the gate smashing a $45 hanging flower basket that hangs approximately 10 feet above my sidewalk. It hit with such force that two of the chains broke causing it to fall to the ground. Only 1/2 of my delivery was in the carton so I guess OnTrac will be making a second delivery... And I will be waiting. Filing a complaint with OnTrac is impossible as I find there is NO CUSTOMER SERVICE!

Left package outside our gate where anyone could steel it
Another time never got package
Another time arrived a week late and Another time never got the item
You can not reach a real person to complain they do that on purpose
Do not support any company that is scandalous enough to use them

Every package delivered by them never arrived. They took a picture outside of my building and that’s supposed to be proof. I’m canceling ALL deliveries until I can be assured that this company is not used.

I ordered fron Tik tok shop and they used OnTrac. A note was left for the delivery driver to put my package inside the front door as I live in an apartment building. Instead they left it outside in the back of the building where the parking lot it. I filed a complaint and they never got back to me.

I ordered a flag box for myself as a retiree from the Navy served 20 years, so my family doesn't have to get one. Ordered it from United States Flag Store. They shipped it through On Trac which they are trash and disrespectfull of your package. When it arrived I wasn't home and got it by the front door heard the glass inside, when I brought it inside under light they stepped on the box looks like 3 prints and the glass is broken. Took pics. to share with USFS to show this before opening it but yes the glass is broken took pics of that and shared as well. Now waiting for USFS to get back to me on this situation and to replace my order. To step on a flag case from a Flag Store is disrespectful but too step on or mishandle any ones packages is disrespectful. I requested text notifications and On Trac gave me none this was on their delivery page so yes I requested it but nothing. No consideration or respect for a person's packages On Trac needs to reevaluate their business practices and show some pride which they dont have. If I could have given them -5 stars I would have given them -11 stars. If I could share pics. I would have. I just got off the phone 2/16/26 with USFS and they were really helpful as she will process my claim today and reship my flag box but through USPS this time. Told her how bad On trac was and she agreed so hopefully they will stop using them for their trash service. The photos I enclosed she was so impressed and appreciated to receive, and will use them to show On tracs terrible service. She saw the footprints prints and couldn't believe it. So am pleased with USFS and their customer service they get a 5+ star review. On trac doesn't deserve to be in business today.

Decent at best. Needs to update communication.

Pacakge delivered to the wrong address, no attempt to correct or contact me.

These people leave packages at unsecured locations!! Do your job bring the package to the door! Not the lobby!

this carrier has THE ABSOLUTE WORST delivery drivers, and the customer service is ABSOLUTE GARBAGE.
Some of the services I use, choose to use OnTrac to fulfill my orders. I'm disabled, and the services go far as to put PERMANENT delivery instructions on how to get inside my apartment building, to deliver to my front door. And EVEN WITH THAT, OnTrac drivers DELIBERATELY ignore my instructions, and deliver my stuff in the closest and most convenient place FOR THEM. It's caused physical pain to my body and mind, to search for my packages. Everytime I had an issue, which is 97% of the time, the customer service IS USELESS AND WORTHLESS. I never get my complaints addressed or resolved by anyone. So, I'm perpetually screwed over by OnTrac (and Lasership). I have a video of a driver push/sliding my food delivery box down the hall, towards my front door. There's was another time where I caught a driver tear down a sign I had outside my door (didn't have camera available at the time of this specific situation). I opened the door to confront the driver but they were already walking away, and THEY WAVED BYE, like I didn't see them vandalize my property. OnTrac/Lasership didn't do ANYTHING.
THIS CARRIER IS TRASH.