My package was lost. Thank you Renata for going the extra mile and finding my package. Now my kids will get their presents

An absolute joke of a shipping company. I ordered $400 worth of tools in 3 separate packages from Home Depot, and despite being shipped from California less than a 6 hour drive from my house, they were delayed due to "weather" (light rain), and then stuck in a warehouse in San Jose for over a week after the original promised delivery date, and then ultimately lost. I spent over 6 hours and 15+ calls on the phone trying to contact Ontrac's customer service. Most of this time consisted of their call routing system failing to pick up the phone, glitching and hanging up on me partway through its menu instructions, and hold times of over an hour. The one time I managed to make it through the hold to a customer service rep, they noted that my package was delayed, and were unable to provide a delivery estimate of any kind. They said that they would "notify the warehouse" to deliver the packages since they were "abnormally delayed", and promised to reach out via email within an hour or so. Of course, two days later I am yet to hear anything about the whereabouts of the packages, and I don't expect to hear from Ontrac ever again. I contacted Home Depot and cancelled my orders, and was provided a refund for the tools as all of the packages were considered lost in transit. I will no longer purchase items from any online retailer that uses Ontrac as its sole shipping provider. Online retailers using Ontrac during the holiday season and promoting packages as "two day delivery" or "next day delivery" are either oblivious to the reality of Ontrac's incompetence or lying through their teeth. I hope that the large influx of orders that were delayed or lost by Ontrac this holiday season will finally push retailers to drop their contracts with Ontrac and use a delivery service that actually works (FedEx, UPS, DHL, even USPS). Saving a few bucks on fast shipping ends up being a big loss if it results in damaged or lost merchandise, missed delivery deadlines, and customers driven to competitors like Amazon. read more

Horrible experience, good luck trying to track your package guys. They apparently came to my complex and couldn't enter the gated community and didn't even bother to call me and took the package back. Which is fine I guess.. But trying to get hold of them and just getting an info about my package was so frustrating. Hours of hold time on the phone and still no result. Please Amazon find another delivery option. read more

My 1st shipment from Amazon via Ontrac was not delivered on the day they committed to. Ontrac claimed that they couldn't find my address. All of my other Amazon orders have shipped by UPS, Fed-Ex, and USPS, and have arrived as promised. I called the Ontrac depot in Milpitas and told them to hold my package at their facility and I would pick it up, as I was concerned they would keep failing to find the address. Unfortunately they didn't do as they agreed to and the package went out for delivery the next day. They did get it to my address correctly the 2nd attempt. Also when talking by phone with the local rep at Ontrac, they were unable to give me any sort of clue as to where their depot was located other than a street address. Cross street? "Dunno". Office park? "Dunno". Major landmark? "Dunno". Completely unhelpful. I will try very hard to make sure that any future orders from Amazon do NOT get shipped to me by this carrier. I have zero confidence that they will get things right the next time. read more

Worst customer service EVER!!!! Didn't receive 2 packages in a row. Call customer service. Talked to a rude woman that keeps talking over me while trying to explain what was going on. So I asked her why everytime I spoke she would talk over me. She replied ( because I heard enough of your story) . WOW!! Needless to say. I got a refunds for the first package that stated delivered and the second package that was a reorder that was also supposedly delivered from the vender. I filed a complaint with the vender where I ordered my packages from and told them not to use ON TRAC anymore. Just read all the complaints on NEXTDOOR!!! read more

Their delivery man stole my wallet from my purse at my Law Firm, and no one is getting back to me about the case. I've been communicating with Russell Hansen, but his responses are extremely slow, but he is a night manager so I'm not surprised. I need to speak to the person who is in charge of the entire facility, because this is a form of fraud, thief and an invasion of privacy. read more

EXTREMELY DISAPPOINTED IN THEM!!!! I ordered something for my nephew, OnTrac online system showed it was received by their local(same city as I live in) warehouse last Friday early morning. I thought I would receive it shortly... Nope! It's been 5 days & I have tried calling, emailing & finally called them a few mins after they open... after waiting for a while.. finally a customer service rep said... yes our warehouse has received it... but I will need a file a lost item report!!! Xmas present for my nephew for something simple though very sentimental for him... & not avail anywhere anymore... so I can't reorder! Don't have a heart to let him know he will not get it this Xmas! OnTrac has consistently been giving bad service to my area. Neighbors constantly report of missing packages, or misplaced ones! How can they not deliver on what their business is supposed to be about! This is my Firth OnTrac package lost in 6 months! Update - received a call from customer support with mention of trying to locate package. 6 days later... NOTHING received yet!!! How can a package be lost at their own warehouse? Is that even a thing?? read more

Package said delivered at front door which never happened. 2nd time. Would avoid companies that use OnTrac

Ordered from fashion nova, my package was marked missing from their facility and I paid for 4 day shipping like wtf somebody stealing cause it's to many of the same reviews hell naw read more

Nov. 24th 2018 6:32AM, OnTrac receives my package Nov 25th, Sunday Nov 26th, Package is loaded up for delivery. Expected delivery day according to the retailer's site is the 27th, and OnTrac's site. Stayed home just in case. No package. Site says "will deliver next business day" Nov 27th, Stayed home. No package still, cool. Maybe tomorrow. Black Friday can slow anyone down. Site says "will deliver next business day" Nov 28th, Stayed home for a couple hours only.. "Fool me once, shame on you" Sent an email with the tracking number... no reply. Nov 29th, no reply yet, no package Nov 30th, nooope Nov 31st, It's go time, WTF is my box... nothing... Dec 1st, another email sent. Nada. Dec 2nd, Maybe I'll get lucky today. Wait, no it's Sunday. Dec 3rd, Thought I'd stay home again, it's Monday. I bet they found it over the weekend aaanndd.... nope. "Fool me twice, shame on me" Dec 4th, Pretty sure OnTrac just lost it and doesn't know to notify the recipient that it's lost. Waited like 45 minutes on hold and talked to someone from customer service. They don't know where the package is either, but she'll email the warehouse and potentially find out something tomorrow afternoon. Tomorrow, Dec 5th, hoping for a big box and a fresh pepperoni pizza to arrive magically at the same time. C'mon guys, you got this. read more

Recently signed up for Amazon Prime...and am now realizing that the assclowns at OnTrac are in charge of my deliveries. That means I'm not getting stuff my stuff in 2 days. Why? Because OnTrac refuses to try to actually make it through my building's front gate to deliver a package. UPS & FedEx, no problem. I have never had issue with their delivery. But OnTrac does not call my cell like these vendors in order to have me buzz them in. I'm now on 4 days and counting...still no package. If OnTrac is used consistently I'm cancelling my Prime account. Just not worth it. read more

They had a failed delivery attempt and then said that they lost my package. I had bought some clothing items online, $75 worth with 2 day shipping. Not even on time, I didn't even get anything at all! When I called, they said I had to file the claim with FashionNova. Well, FashionNova says that it needs to be filed with the courier. In the end, I ended up filing a claim with Bank of America and thank god they were able to get my money back. I would have spent $75 for nothing!!! read more

OnTrac is a piece of crap. Shame on Amazon choosing them as a shipping partner. We've got the same "delivered signed by front door" problems with OnTrac three fxxking days in a row!!! We had to call Amazon and had them process a replacement via 2-day shipping which is not handled via OnTrac. Amazon will need to choose a different partner or they will start losing customers they have spent $$$ to acquire over the years. read more

I keep losing packages from OnTrac because they deliver it to the wrong address, the driver keeps my package, OnTrac loses my package, or OnTrac delivers my package on the far edge of my property next to the sidewalk and people steal my packages. Today, my package was delivered to the wrong address. I received the wrong package with a different address and immediately went to the address to give them their package and thankfully found my package at that wrong address on their porch in time before they could keep my package. read more

The absolute WORST experience and company ever. Been on hold twice today for over 45 minutes - was told my package would be here on 12/3 - here we are at 12/6 and all tracking information has disappeared after a daily message saying "redeliver next business day," which makes it seem as if they tried to deliver, which they didn't. They're a carrier for Timberland - the package had NO signature required, and they verified that. Their RIDICULOUS music and recording touts "on time deliver to Calif, Oregon, Arizona, Washington," which is infuriating to listen to. In contrast, when Timberland shipped UPS it was ONE day. And talking with Timberland they say that "Once it's reached it's destination (ontrac warehouse) it's your property so we don't have anything more to do with it." WHAT? This is the WORST experience I've ever had - and now they're saying it will be here Monday - HELL-f-ing-O? read more

This is the worst shipping co ever , I have used them for my business as little as I could in the past and recently and I am done , they are the only carriers that loses my packages at 50% of the time I have used them and I have to call every time to get status updates . This last one was the worst I called multiple days up to a deadline to be told the day before my job was due that they lost the package so I am out a significant amount of money and have an upset customer .... Never again ! read more

Reliable in losing packages marked as "delivered". I lived in Los Gatos, lost every package shipped with them, then moved to San Jose; same bad level of service. Makes no sense for them to be so bad in 2018. read more

The negative reviews made me nervous when I saw an online order I placed was being shipped via OnTrac. But.. my package arrived on time, intact. The only complaint from me is how the tracking never updated until the package was actually delivered. Also, I was home the whole time but nobody rang or knocked- they just left the package outside. Anyways, I got my stuff so all good! read more

Hands down, Absolute WORST delivery company in history!! I have yet to receive a package on time that has shipped thru this joke of a company in the last 5 years!!!! I am sick and tired of my Amazon shipments being delayed by DAYS because of OnTrac. I feel there should be a lawsuit involved over the amount of money this company has caused me. read more

This company delivered my package to the wrong house SMH. Customer service is horrible. Be careful with them

What happened to OnTrac in the Bay Area? I just called Walmart to tell them I can't order from them anymore because I am tired of tracking my packages left on the road or at a neighbors. Can't call anyone at OnTrac to get help. So I will quit using retailers that use OnTrac. Easy solution. read more

Horrible this is the second time someone within the company is stealing packages fr my order! called sender and it was alrdy arrived to ontrac but out of no where no trace of the package very suspicious!!! read more

Ontrac has now lost the third replacement package I have had to get from sephora. The tracking has never updated past the warehouse scan every time. I will now have to contact Sephora for a fourth time for the same exact order. Yes I am telling the truth, this has been a nightmare and this hideous story is true. I live in Ogden Utah and it's the SLC Ontrac warehouse that is doing this read more

Worst company ever for delivery. Every single time my packages go to OnTrac they never come on time they're always delayed and sometimes they just plain old disappear this company should be put out of business. read more

I too wish I could leave negative stars. The tracking indicated it was delivered at 7:51pm to Milpitas, CA. Well I live in Campbell so that makes no sense. Then getting a hold of them is another issue. Amazon was nice enough to refund me and place my order again but the I needed these things for tomorrow. have requested Amazon not to use this company again but we will see. read more

Worst delivery service. Not the first time they lost my package en route. Most likely full of thieves working here

My single Amazon order was split up into two separate deliveries, which includes an ATX computer case and a 700 watt power supply. The power supply was delivered first, but was no where to be seen. My house number is 1250A, while the house in front is just 1250, so I figured that the delivery driver probably dropped it off at the wrong house. But after asking my neighbors, it is still no where to be found. The case was delivered two hours later. The driver just dropped it off at my front door, rang the doorbell, and ran off. Just to be clear, this case is huge. Any one of my neighbors would be able to see it sitting in front of my door. If I wasn't home at the time, someone could've easily walked up to my doorstep and steal the package. Luckily that didn't happen, but I feel that the delivery drivers should be more cautious with what they do with their customers' packages, especially if that package is huge. read more

I don't live in the area so I haven't been to the post office in person, but my amazon package was sent to this branch for delivery. I got a text notice saying that the package had been delivered from my amazon account. When I got home, I realized that I was given the package for the apartment next door, and mine is nowhere to be found. It's possible somebody else in my complex has it (the person who's package I *did* have said she didn't receive anything) but I should have received the correct mail in the first place. read more

I've ordered three items in the last year that were supposed to be delivered by OnTrac. They were marked as delivered, but none of them ever arrived. I have received a couple of packages from OnTrac, but they were addressed to someone who lives on a completely different street. Losing a package once is pretty bad, but losing three in a row is completely ridiculous. read more

After Newegg fucked up my gift for my hubby for xmas, these guys rushed the package to their facility so fast that stupid newegg didnt even email me the tracking order until *after* we received the package, Good job, guys. Also, thanks for letting us come pick it up last weekend. read more

I had ordered a birthday present for a friend back in april. i checked the status of my package every day on the website and it said it was suppose to be delivered on the 27th of april. when that day came around, the website said "delivery delayed". for the next week, my package's status kept saying "delivery delayed". once may 5th came around, i checked the status on my package and it said it was delivered on the original expected date, as if the deliverer went back and changed the information so it wouldn't look like the package was delayed at all. it's may 21 and i still have not received anything. i contacted the company and it took them 1.5 WEEKS to "investigate". they then told me that the package was delivered and that i would have to contact the company that i ordered the gift from! that gift company only accepts claims within the first 8 days of the delivery date!! it took ontrac A WEEK AND A HALF TO INVESTIGATE AND ASK THE DRIVER ABOUT THE PACKAGE. looks like the package is lost for good. just terrible. read more

Two more packages delivered to the wrong address in six days. I honestly don't understand this. I wish I could tell Amazon to stop using this service. read more

I have been stuck with Ontrac ever since Amazon started using them to deliver Prime eligible merchandise. Today was package #4 that did not arrive even though the tracking states it was "delivered to my doorstep." Today was the 4th time I had to call Ontrac to find out why my delivery was not at my house. Their drivers do not actually make the right turn onto my street to reach my house. Instead they keep delivering ALL of my packages to a similar house number ON A COMPLETELY DIFFERENT STREET. I have talked to their customer service numerous times about their drivers unwillingness to turn onto my street and actually deliver my orders. The previous packages were handed over to us by the resident of the other address with no problem, but this time they are not giving us our DVD's. looks like we finally ordered something they like so they're keeping it. Thanks Ontrac, because of your drivers incompetence, I have now purchased the Avengers movie on DVD for a complete stranger. read more

worst small shipping company, they cannot maintain scheduled deliveries during holiday shopping season and their staff makes up excuses whenever you contact them regarding that. I have no idea why amazon ships using them (other than the cost). I have one advice to OnTrac management: if you can't stand the heat then get out of the kitchen! read more

My package was delayed for 4 days since they cut off the shipping label on the package, I still haven't got it now, very disappointing.

TO BE OBJECTIVE, I have read many caustic comments about OnTrac's abominable delivery service, but I figure out today it is NOT EXTREMELY TERRIBLE. They DID DELIVER the package to my house (Thank God), so no missing stuff. However, honestly Ontrac BE MORE CAREFUL WITH YOUR CUSTOMERS' PACKAGES !!!!! I ordered a box of perfume from Sephora and guess what, they literally THREW it in the air and over the fence !!!! Luckily nothing was broken, or I would give them one star right now. OnTrac, you are doing fine. But pleaseee be more careful!!! read more

This facility and it's incompetent employees deserve no stars.. Here is the actual facility's phone number, (408)719-1149 since the Customer service line is a bust and for a good week got shut off due to high call volumes they could not keep up with/accommodate. I have gone days constantly checking for just an update regarding the statuses of my packages with NOTHING..! Just this year OnTrac has consecutively delivered my packages addressed to my home to the wrong location 4 times, lost 2 packages within the last two weeks addressed to my work with no way of tracking them down because the driver quit, AND are currently holding two packages at their facility that have been there for over a week and will consistently update their status around 3:50pm-4:15pm everyday with "Shipment Delayed; Delivery Date Updated." One of those packages I ordered was ordered specifically with 2-Day Express Shipping that was suppose to arrive on the 18th.. No show and no update on it's status. Renota(ext. 6017), a PM shift supervisor, who was mentioned below was such a great help, IN THE BEGINNING.. After going out of her way to reach out, hear my concerns, even giving me her direct line, promising to be available to help and take care of me, she goes M.I.A.! She won't even have the decency to pick up her direct line or return your calls/voicemails. Moving on to Daniel Flores who claims to be one of their AM shift supervisors, who Renota handed me off too, did the exact same thing, even gave me his cell number to make sure I got my packages, would provide me better updates on the statuses of each package since they can't seem to do so online. Daniel even provided his e-mail and their so called general Manager's e-mail address, Mr. Jeff Dimas, who seems to be non-existent!! I sent both individuals e-mails, NO responses, left voicemails on Daniel's cell, no call back or answer, and then when you call their operations line(opt. 3) and the only gal who will pick up is a lady who refers to herself as "Felly" will consistently transfer you to unrecognized phone extensions and insists extension 6008 is Jeff Dimas' direct line!! The worst delivery service I've ever had to deal with and it's so unfortunate to know the experience is not done yet!! read more

My rating is less than one due to my recent experience with Ontrac. I was set to receive my package from Fashion Nova at the beginning of the week. Ontrac contacted me on Monday because my apartment number was missing on the delivery info. I called Ontrac back within a couple hours with the updated info and was promised my package was being delivered soon. I still haven't received my package as of this morning (today is Friday)and decided to call Ontrac again only to find out that my info was never updated and they decided to return it back to Fashion Nova. Worst customer service ever Ontrac! read more

I've had two orders from two different companies LOST AND NEVER DELIVERED by this ludicrous company. Customer service is a joke and they act as if losing packages is normal for them but also not their fault! Terrible company. YOU ARE WARNED. read more

LOUSY! If it were possible to post a review with NO STAR, I would. Twice in 10 days, OnTrac texted notification that deliveries had been made when nothing was delivered. So far, these Amazon orders never have shown up. OnTrac's texted notifications of delivery have arrived 2-3 hours AFTER tracking indicates delivery SUPPOSEDLY was made. Their delivery personnel are lying, plain and simple--security camera recordings confirm that no delivery occurred, and items were not left with neighbors. Historically, their "service" has been terrible--they left in full view of the street a very expensive item that had shipped in the clearly marked manufacturer's box--it is a miracle that a passing ne'er-do-well did not grab it! They could and should take the extra 5 seconds to ring the doorbell, but they never do! Amazon is good about refunds, but if they continue to use this crappy so-called "service," my decades-old Amazon account is going to be closed! HORRIBLE COMPANY! After posting this review, yet another lying delivery message. Item was found much later AT THE ROADSIDE--drivers are lazy or stupid ... or both! Wr all must neg Amazon to quit using this unreliable "service" When we pay extra as Amazon Prime members, we should receive orders in 2 days instead of 4, 5, or NEVER. Are OnTrac drivers stealing our stuff??! read more