OnTrac Customer Service Issues

We are the Bluebird Cottage Inn in Idyllwild, CA. Our guests frequently send packages before arriving. Unfortunately, our ONTRAC delivery person consistently leaves items outside or on the back stairs, even after we put up a sign requesting otherwise. This causes delays in guests receiving their packages. We ask that a note be added to our address to remind drivers to bring deliveries inside our business for proper handling. Thank you for your assistance with this matter. - Beth S., Bluebird Cottage Inn Office Assistant

When On Trac delivered our package in Valley View subdivision, Battle Ground, WA, it was mishandled. The driver left the package exposed to rain and possible theft in front of our garage instead of the front porch. This experience is not isolated, as we have witnessed other instances in our neighborhood where deliveries were poorly executed. On Trac drivers have left packages in unfavorable locations, from throwing them onto front doors to leaving them out in the elements. One driver even left a package in the rain without access to the gate code. This negligence resulted in packages being damaged and neighbors inconvenienced. We hope for better-trained drivers who prioritize safe and respectful delivery practices, such as approaching homes at a safe speed and always placing packages on the front porch. It is our recommendation to reconsider the current delivery team and make changes for improved service.

My online tracking information has not been updated for the past two days, which is frustrating. However, with the help of GetHuman, I was able to connect with a live representative. The representative informed me that my package is out for delivery today despite the lack of online updates. Despite refreshing the tracking page multiple times and clearing browser data, there has been no change in the tracking status, which still shows the package as two days late and 1,[redacted] miles away.

Hello, I made an error with the address for my order #[redacted]0 from Fashion Nova. The correct address is "[redacted] Estrella Ct. Pinole CA [redacted]." The package could not be delivered as the address I provided was incorrect. I placed the order on July 23, and it is now August 13 with no solution in sight. I am located in Australia and had ordered while in the US for a holiday. Unfortunately, I had to leave before receiving the package, and it did not arrive on time. Tracking number: D[redacted][redacted] Fashion Nova has been unhelpful, directing me to OnTrac, who in turn directed me back to Fashion Nova. Both companies are not taking responsibility and are just blaming each other. I am unable to track the package from Australia or contact anyone regarding its whereabouts. I would appreciate it if the package could be returned to Fashion Nova's warehouse in LA as there has been no successful delivery attempts so far. If possible, I would like it to be sent to me in Australia, and I am willing to cover the international shipping fees. Apologies for the inconvenience, and I am hopeful that a resolution can be reached soon as the situation is very frustrating. Thank you. Best regards, Llena

I urgently need to return packages that arrived at my home after being ordered on December 1st. I contacted the company before delivery to cancel, but was told it was too late and I would need to return the packages after receiving them. I am now attempting to return the three unopened packages to the sender, AMWAY GLOBAL, promptly. Local shipping stores are unable to assist as they do not work with OnTrac. I am unable to personally go to the OnTrac facility in Kent, WA due to the distance. I am seeking to arrange for OnTrac to pick up the packages from my doorstep either tomorrow, December 6th, or the following day, December 7th. It is crucial that this return process is expedited so that I can receive a refund and purchase Christmas gifts in time. Thank you for your assistance.

I have experienced ongoing poor service from your company. Despite previous complaints, the delivery of an important document to my 1/4 mile long driveway was mishandled once again. Instead of bringing the 8x11 envelope to our porch, it was carelessly left at the end of the driveway, exposed to snow and rain. We discovered it days later, damaged and unreadable. This marks the third time such an incident has occurred, even after reporting each instance. As a result of this recurring issue, I will make sure to avoid using your company for any future deliveries. The document we retrieved was essential paperwork for a new car purchase that required immediate attention.

I anticipated receiving a package from Amazon via OnTrac yesterday. By 8:00, the package had not arrived. After waiting another hour, I reached out to Amazon customer support via chat and emailed OnTrac. Amazon promptly replied and assured me they would investigate. However, OnTrac did not respond. An hour later, the shipping status was updated to "Still arriving today." While hopeful, the package did not arrive by the time I went to bed. The next morning, it was marked as "Delivered" with a timestamp from the day before, which I dispute as I was home. Despite hoping for its arrival today, the package hasn't shown up. My tracking ID is: C[redacted][redacted]. I seek a resolution. Thank you.

Tracking Number: C[redacted][redacted] I checked the tracking information for my eBay order and was surprised to see it marked as delivered on 3/1 at 9:32 AM, when the estimated delivery date was supposed to be 3/8. Living in a large apartment building in San Francisco, no one from the carrier attempted to contact me to gain entry, as directed by building management. The package was not left following the building's policy, and it was nowhere to be found. Despite my efforts to resolve this with the seller and eBay, I was informed that no refund or replacement would be issued based on the delivery confirmation. I have initiated a dispute with my credit card company and plan to appeal to eBay for a detailed investigation. I am also reaching out to building management and requesting OnTrac to investigate this incident further. Your prompt action in this matter is crucial. Thank you for your help and cooperation. -Terry R. Brewer, [redacted] McAllister St Apt [redacted], San Francisco, CA [redacted]

Tracking Inquiry and Delivery Issue Hello, I would like to address a concern regarding the delivery of my eBay order according to the tracking information. The order was marked as delivered on 3/1 at 9:32 a.m., whereas the estimated delivery date was conveyed to be 3/8. Living in a large apartment building in San Francisco, where access requires entry gate buzz, I was surprised to find no attempt by the carrier to gain access. Despite management regulations to deliver packages directly to residents, this order was left unattended. Upon receiving an email notification on 3/2 showing the delivery status, I discovered the missing package. I promptly notified the seller, who escalated the issue to eBay, resulting in a denial of refund or replacement based on the delivery confirmation. Dissatisfied with this outcome, I have initiated inquiries with building management, my credit card company for dispute resolution, and eBay for further investigation. I seek assistance in resolving this matter and urge OnTrac to conduct an inquiry. Appreciating your cooperation, I anticipate a prompt resolution. Thank you, Terry R. B.

On March 13, [redacted], an Amazon package was delivered to [redacted] Alice Lane, Orinda. I reside at the end of a private driveway with two other homes sharing it. Unfortunately, my package was left on the grass area at the top of the driveway near the house numbers sign, where it was easily accessible to anyone passing by before my husband spotted it. This isn't the first instance; it has happened before, with two other packages left in the same precarious spot, one even on a rainy day. Additionally, parcels have been carelessly left in front of our garage doors, risking damage from a reversing vehicle. Our open, covered entry porch is located next to the garage. Given the frequency of Amazon deliveries to our address, I urge better diligence in ensuring safe and secure placement of future packages. I have already raised this concern with Amazon. - Mary T. [redacted]

Tracking Number: C[redacted][redacted] I placed an order with Zulily, and according to the tracking information, my package was marked as delivered yesterday. Even though I was at home all day and had requested special delivery instructions, the package was not at my front door. I have been a victim of package theft recently and took measures to ensure this delivery was secure. Despite this, the package was allegedly delivered at 3:21 pm, but my son confirmed there was nothing there when he arrived at 3:45 pm. I have checked with my neighbors and searched my property to no avail. I suspect the package might have been stolen. Zulily advised me to contact you to initiate a trace on the package. I would appreciate it if you could provide me with a timeframe for completing this trace. Thank you.

My Butcher Box delivery was left at my neighbor's house, [redacted] Walker Valley Rd, instead of at my house, [redacted] Walker Valley Rd. My house is up the driveway next to [redacted], with a blue garage and a house displaying the number [redacted]. Delivery people often struggle to locate my house, possibly due to losing GPS and AT&T signal where my driveway meets Walker Valley Rd. Our drive consists of six houses: [redacted], [redacted], [redacted], [redacted], [redacted], and [redacted]. Amazon no longer uses OnTrac because of similar issues. Since Butcher Box uses your services, please ensure your drivers are informed on how to locate my house accurately for future deliveries.

I have encountered repeated issues with OnTrac delivery drivers leaving packages near my cottage gate instead of at my doorstep. This has caused concerns due to the potential for theft in my area and my personal physical limitations. Despite contacting OnTrac three times to address this problem, it remains unresolved. I intend to escalate this matter by writing a formal letter to the company's headquarters to ensure a more appropriate resolution. Thank you.

Typically, I receive my weekly packages on Tuesday mornings thanks to PrimePay. However, this time I have not received my envelope and have been unable to reach customer service. I urgently need to locate my missing envelope as payroll for employees depends on it. The tracking number is D[redacted][redacted]. Timely delivery is crucial as payment day is tomorrow. I hope for better handling of packages in the future.

I ordered from Forever 21, expecting my delivery two days ago, but it hasn't arrived. It was rescheduled for yesterday, which also didn't happen. Today's delivery was missed as well. Tracking indicates it will be redelivered on the next business day. I don't quite understand this message, but I am willing to pick it up myself if necessary as I need it tomorrow.

Order [redacted] was not delivered as promised. I paid for next-day delivery, but it was rescheduled for Thursday without notice. This package was for a gift exchange at work, and now I have nothing to give. Please deliver my package immediately.

The previous delivery left oil stains on my driveway due to poor communication. This time, after waiting for my package, I received an email saying it would arrive the next day. When it finally arrived, the driver didn't even ring the bell to notify me. I will contact Hot Topic to avoid using this service in the future and inform them of the issues I've faced. My experience with this company has never been positive. Fortunately, I've had better service with OnTrac through Amazon, where I frequently make purchases. This company's service is extremely disappointing.

During the holidays, mistakes happen, and I'm growing weary of having to address this recurring issue. For the second time in as many days, I've received packages intended for a different address. Despite my numerous attempts to contact customer service by phone, I've been unsuccessful in reaching anyone. This inefficiency extends to corporate offices, sales, technical support, claims, billing, and media relations, all of which directed me to leave messages. I even tried a number for software support with the same results. Frustrated with the lack of response, I have resorted to reaching out through this platform. I've received two misdelivered packages already and anticipate more. If I can't intercept the next delivery, I might discard the boxes or you can arrange for a pickup. Contact me at [redacted] or [redacted] to retrieve these packages. Should I not hear back, I'm considering opening them, one of which appears to be jewelry. Email me at [redacted] Thank you, and have a good day. I'm relinquishing further attempts to resolve this.

I made a purchase from Vans which was due to be delivered by Ontrac. On November 27th at 8:10 pm, I have video evidence of my front porch before the package was scanned. Additionally, I captured footage of the Ontrac driver leaving in reverse up my hill at 8:33 pm. The video clearly shows that only our HomeChef delivery was left, while the Vans package was not. Both packages were scanned by the driver at my address, but unfortunately, only one was left behind - the HomeChef delivery.

I have been waiting for several weeks for a package that OnTrac has had since November 26. The tracking states that delivery attempts were made, but my office was open each time, and no attempt was made. There have been no updates as of December 10. I have attempted to contact customer service but have been unable to through the provided number. I urgently need someone to reach out to me regarding this matter. Cat G. Phone: [redacted] Email: [redacted]