OnTrac Reviews 3,194

Delivery service as well such pickup terrible..most times will never adhere to pickup confirmation an as for delivery late an delay an damage an extremely late common at least with my orders from stores

Bad service. The drivers make claims that are not true. They say the business was closed without trying to make the delivery or claim that address information is not complete even though it is complete. They also have made delivery after business hours and leave the packages seating outside on the ground. I have come to appreciate FedEx after experiencing OnTrac. I think the old (released) FedEx employees now work at OnTrac. It is impossible to get in contact with a real person at OnTrac.

I have had problems with getting my packages delivered by OnTrac since I moved to Tennessee, but I recently was contacted by a manager who really cared and helped me. Mr Lawrence Martin (I believe is his name) made sure that I received my most recent packages and thoroughly explained the problem that has been occurring. I think that he is doing his best to resolve the issues that exist. I sure hope he is successful because OnTrac is delivering for many of the companies I routinely order from.
I’m going to give them a chance to make improvements…

They lost my package, and said that I should contact the seller, as if no package was ever received. However, i provided the tracking number that clearly showed Ontrac picked it up. Not to mention, their tracking system doesn't provide much. And the agents that I spoke with supposedly Makai, and Ella, didn't know a thing. It made.me call Nike and question whether my order came from a 3rd party or Nike store itself. People...BE sure to find out what delivery service is being used before you place an order. Because this Ontrac company is at the bottom of the barrel. Seriously

I’ve had 3 packages shipped by OnTrac over the past year from 3 different sellers. In each case the items were never delivered. The online tracking service shows they have been received at a local distribution service and then they disappear. Every day the tracking site says the items are out for delivery and the delivery date always increases by one day. The chat bot is useless and there is no way to talk to a human. I think this is a criminal operation or employs criminals that steals items and should be investigated.

Ontrac is worse than any delivery company! Freshpet should get another carrier. One day shipping now going on day 5, and delivered to someone else building with the nerve of the photo proof it front of some random apartment door in different building! NEVER!

Ordered an item off of amazon and it never arrived. Figured they just made a mistake, got a refund, and tried again. Never arrived again! I’ve never had anything like this happen before so looked more into it and the tracking information said it was delivered by OnTrac, which I had never heard of. I do some research and it turns out everybody hates them. I see why.

OnTrac came to my locked condo building three times and not once did they attempt to get access using the very obvious call box at the entrance. Even after I added code to my delivery, I was notified they were unable to deliver. Why would they come to a lock building 3 days in a row and never once try to deliver the package? AI chat made it almost impossible to get a real person on the chat and when I did, they said re-delivery would be attempted in 1-2 days. More delays and then they disconnected. These drivers aren't trying and not being held accountable. Companies should NOT ever use this company.

There's no way any company can be THIS bad without some effort. They rec'd my item one week ago and it's been sitting without any movement. And to top it off, there is no way to contact customer service. You get sent to the 'start chat' option and choose the tracking info and it says tracking is not available. You type that you want to talk to a live agent and you just get looped around to perform the entire thing again. Horrendously bad service.

0 stars. Every package i have ever "recieved" through them has been late or was completely lost

Every delivery from these people is silly! The packages are always thrown outside ready for porch pirates despite a front apartment door with no lock on it! They also have an amazing knack for finding the most obscure side doors to leave stuff at. I just walked all over my apartment building looking for my package. Literally this crazy delivery person had to drive past the front door into a side lot skipping a side door there, then into the back lot past garages, then get out of the car to walk on the side lawn hidden with a grove of trees to find an out of view side door I never used in my life after years of living here! How did he even know it was there? I've never seen anything like this delivery service. I'd love to know why so many people are suddenly using them!

This company deserves ZERO stars. They’ve been telling me for the last 8 days that my package is arriving that day. You cannot talk to anyone and their AI assistants, like their company, are idiots. I have been purchasing vitamins through Pure Encapsulations for years without issue. They are a 5 star company and used the USPS which delivered perfectly each time. Now, unfortunately, they switched to this garbage delivery service so I now have to find a new company to purchase vitamins from. What a shame such a good company will lose all my business because they switched to OnTrac, probably because they were cheaper. That’s how good businesses sadly go out of business.

I am submitting a formal complaint regarding a systematic issue with OnTrac deliveries to my address. This is not an isolated incident. I repeatedly experience situations where my packages are marked as delivered, yet I never receive them physically. As a result, I am losing money, and these incidents create ongoing disputes with sellers who are not responsible once the shipment is handed over to your company.

This company is, by far, the worst shipping company out there. I had a package in transit to me that eventually arrived in my home town. The package contained boxed and bagged food items. I tracked it to obviously ascertain a delivery date to my home. In checking, I was alerted that the package was then mis-sorted, obviously in my home town, and wound up in a city around 150 miles from me. The tracking information advised that the package would be forwarded to my local delivery facility and then delivered. 3 days went by with no tracking update. I then attempted to seek assistance. It is impossible to connect with a live agent. I tried everything I could find online to do so, all with negative result. I then realized the only way to obtain assistance was to chat with someone. To start, an automated attendant pops up. I tried requesting a person but kept being told the attendant could assist. Needless to say, somehow I was able to obtain a case number on this package. I heard nothing regarding this. The following day, on day 4, I received an email that the package would be delivered within 2 business days and had been mis-sorted. Again, there was no update in the tracking history. On day 5, I received another email that the package was back in my home town. The package was deemed damaged and unable to be delivered??? I have no idea what this means at all. No further information was given other than to call the merchant I had purchased this from for further assistance. I did so, and the merchant refunded my money due to this company's incompetence. I can only imagine other merchants who have to bear the brunt of this company's lack of competency and assuring a good delivery experience. I have since obtained a list of merchants who utilize this awful company. I will NEVER purchase anything from any of these merchants. I urge people to avoid this company at all cost. Online reviews are horrid.

This company is horrible! I never received my package the delivery driver stated that an access code was needed to reach my home which is not true. I do not live in a gated community or apartment complex where an access code is needed to reach my home. They took forever to attempt to redeliver my package and when they finally did send my package back out to redeliver it, it never arrived, but was marked as delivered and that my package was left on the front porch. I have cameras all around my home, no one never attempted to deliver my package, no package was left on my front porch, no proof of delivery, no pictures were taken, no phone call, no one ring the doorbell and no package left or my front porch! I feel like my package was stolen by the delivery driver since there were no photos taken to anything to prove my package was delivered. I would never recommend this company to anyone. Tracking system sucks! Beware I believe they are stealing packages.

My experience with OnTrac sucked. I asked to be notified but I was not notified. They don’t give you a time of delivery either. So you have to cancel your plans for the day just to wait for you delivery. I would not recommend using OnTrac.

Wish I could give them 0 stars. I doubt any business will look at this and stop using them but definitely worth a try. I waited for 12 hours for a delivery because I know third party delivery services are terrible but this takes the cake. I requested to have my package delivered during working hours Monday through Friday to ensure proper delivery. Over the weekend they marked my package as undeliverable for both days. On Monday I was notified that my package was out for delivery. I waited at my office until 9 pm only to receive a text at 8:56, 4 minutes before the delivery cut off time, for them to say they couldn’t find the address. No call. No attempt. No way of contacting customer service. Jury is out on if I’ll receive my delivery.

I ordered a large litter pan from Chewy. Must have been from one of their third party sellers that uses OnTrac carrier service. This was my first experience with OnTrac and hopefully my last. I have no idea why any merchant would use them. All of their Social Media pages, FB, X, etc. show they have not posted anything on their profiles since March 2024.
My Chewy order made on Jan. 26, 2026 included 4 items total. I received 3 of the items on Jan. 29, 2026 by USPS. However, my third package was sent by OnTrac.
The tracking history I copied and pasted below for my package says it all.

02/09/26 3:24 PM Package Delivered SEYMOUR, TN
02/09/26 1:32 PM Out for Delivery KNOXVILLE, TN
02/09/26 12:40 PM Loaded onto vehicle KNOXVILLE, TN
02/08/26 8:27 PM Incomplete address. Please contact us SEYMOUR, TN
02/08/26 1:07 PM Out for Delivery KNOXVILLE, TN
02/08/26 1:03 PM Delivery Delay KNOXVILLE, TN
02/08/26 11:12 AM Loaded onto vehicle KNOXVILLE, TN
02/07/26 11:30 AM Arrived at Final Servicing Facility KNOXVILLE, TN
02/06/26 2:17 PM Out for Delivery KNOXVILLE, TN
02/06/26 1:34 PM Loaded onto vehicle KNOXVILLE, TN
02/04/26 2:23 PM Business Closed KNOXVILLE, TN
02/04/26 1:58 AM Arrived at Final Servicing Facility KNOXVILLE, TN
02/03/26 5:19 PM Weather delay KNOXVILLE, TN
01/30/26 12:02 PM Arrived at Facility LEBANON, TN
01/30/26 9:00 AM Weather delay CHANDLER, AZ
01/29/26 3:30 PM Arrived at Facility LOCKBOURNE, OH
01/28/26 6:17 PM Origin Scan LOCKBOURNE, OH
01/26/26 5:42 PM On its way to OnTrac

After several Virtual Chats, Messages sent to OnTrac through all their Social Media sites demanding my package to be delivered after showing "Out for Delivery" several days and never being delivered, I happen to hear the delivery guy drop my item, a large litter pan, on my front porch with a shipping label stuck to the bottom of the pan, no box and no packaging whatsoever! The delivery driver was in a plain gray van, no business logo and left before I opened my door. Horrible Service!!!

This courier is horrible! I’ve been expecting packages from Chewy and Adidas this week. For five straight days, I’ve received messages from Onetrac that they could not deliver to my address. Each time I contact them back, I confirm the address, I give them step-by-step instructions from the interstate on how to get here. The very next day I received the same failed delivery attempt message. I’ve received orders from both of these companies through different carriers with no issues within the last few months. It is the most frustrating thing. And you can’t get anywhere with their customer support. They have a horrible rating on Trustpilot. I do not understand why these reputable companies use them.

The absolute worst carrier in the universe. Do not use. I STILL after TWO WEEKS have not received my package. They misdirected it, promise daily that it will be delivered and nothing shows up. BUT(!) on SUNDAY (!) they decide to actually deliver it when, of course, things are closed, including my package room. Now they say Wednesday. They have NO HUMAN to talk with. Just a chatbot and yes yiu can get a human on chat but they can’t tell you anything other that what you can see on the tracking. I don’t know if I’ll ever get my package. DO NOT USE THIS SERVICE