Important information
- Customer Complaint:Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 20 complaints handled through our conciliation process.
Complaints
This profile includes complaints for OnTrac's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3,406 total complaints in the last 3 years.
- 1,154 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/04/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
OnTrac reports three unsuccessful delivery attempts, twice stating needing an access code, third stating details needed and please contact them. I have contacted them each time they claimed to make a delivery attempt with no resolution. I do not have an access code or any gate/locks. The support chat has been rude, not helpful. The third attempt they sent me a ****** map link that shows a random location that is not the same road name, not even the same county or zip code. They are not responsive to emails and I cannot reach anyone by phone. I have been home or had someone home each day and no attempts have been made for delivery. My package is going to be returned due to them not actually coming to the correct address or correcting whatever issue their driver/company has. It is very dishonest to claim attempted deliveries and excuses, and now I will have to go through a return process and I am afraid to order again if they are the delivery provider.Business Response
Date: 06/05/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.
Thank you,
*****
Corporate Escalation Specialist
******************************Customer Answer
Date: 06/27/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
****** ******Initial Complaint
Date:06/03/2025
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered 2 dresses from *************** Factory online on 5/24/25. I got confirmation of Ontrac shipment. Been tracking it daily. Per their status update, delivery on 5/31, then changes to 6/1, then 6/2. Next thing you know, I got an update saying package WAS JUST DELIVERED today 6/3/25. But the email update said it was DELIVERED ON 6/2/25?!? I immediately called **************************** and reported the incident. Banana said to wait until Friday because Ontrac has a habit of marking delivery as completed when in fact they dont actually deliver 2-3 days after? How crazy is that?!?Business Response
Date: 06/05/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.
Thank you,
*****
Corporate Escalation Specialist
******************************Customer Answer
Date: 06/08/2025
Hi BBB,
Just want to provide an update please. While Ontrac still claimed they delivered my package, please note *********************** refunded full money back today. Therefore, please mark this request as completed and/or settled.
I will no longer order online especially is tracking is from Ontrac.
Thank you.
******Initial Complaint
Date:06/03/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
OnTrac was set to deliver a package to my home, and I do not think I'll ever see that package or that by the time it arrives I won't need it because so much time will have passed. The first time they lied about attempting to deliver it, they claimed they needed delivery instructions or address verification. I provided instructions to leave it on the porch as the address was correct and there's never been a delivery issue with any other carrier. Two days later they lied about attempting to deliver again, stating a safety concern or signature requirement. Nobody drove by my home at that time, the merchant I used does not require signatures, and I live in a normal house on a normal street with zero safety hazards. I'll be interested to see what the excuse next time is because I can't seem to get through to a real person at OnTrac.Business Response
Date: 06/09/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.
Thank you,
*****
Corporate Escalation Specialist
******************************Customer Answer
Date: 07/02/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
****** ******Initial Complaint
Date:06/02/2025
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Package was set to be delivered on 5/31, no signature required. Received a message at 11:20 am on 5/31 that the OnTrac delivery driver was unable to deliver the package as no one was home to sign for it, accept it and the driver didn't feel safe leaving it. Note that we were outside doing yard work at that time and no driver approached our home for deliver. We opened a ticket number stating that no signature was required and to leave the package on their next attempt. Received a message at 10:12 am on 6/1 that the OnTrac delivery driver was unable to deliver the package as no one was home to sign for it, accept it and the driver didn't feel safe leaving the package. Driver ignored statement to leave the package pursuant to the opened ticket. Note that we were home, and at no time did anyone approach our home or ring the door bell to acknowledge that they were there to make a delivery pursuant to camera footage. Received a message at 1:35 pm on 6/2 that the OnTrac delivery drive was unable to deliver the package as it was refused. Again, we were home, and at no time did anyone approach our home or ring the door bell to acknowledge that they were there to make a delivery pursuant to camera footage. Driver also ignored ticket note to leave package. However, it's impossible for someone to accept or refuse a package if an attempt was never made. Attempted to speak with customer service via chat on 6/2, and spoke with ******* who was unable to have a resolution. Just that the driver said the package was refused and that I would need to contact the seller for any additional support in returning the item or getting a refund. The item was never returned and I just needs to be delivered. Since the delay in delivery or even the return of the package is due to the driver hired by the delivery service, I should be returned the monies paid for the item to be delivered.Business Response
Date: 06/03/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.
Thank you,
******
Corporate Escalation Specialist
******************************Customer Answer
Date: 06/27/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
********* ********Initial Complaint
Date:06/01/2025
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Package was delayed for 2 days in the *******, ** facility. I contacted customer service several times through their web chat to learn the status but found the process unhelpful.On the afternoon of Saturday May 25, status changed from delayed to out for delivery. On that same night at 10:25 PM the package was marked as delivered. A photo was provided on the website as proof of delivery, but the photo is not my apartment building. Also, the box appears as if the tape on top doesn't go over the edge, that it may not be sealed.The only possibilities are that the package was delivered to a wrong address, or stolen by a representative of the company.The tracking history 05/24/25 10:04 PMOn its way to OnTrac 05/29/25 6:26 AMPackage received at the facility.*******, ** 05/29/25 6:13 PMDelayed. Delivery date updated.*******, ** 05/30/25 6:08 PMDelayed. Delivery date updated.*******, ** 05/31/25 1:19 PMOut for delivery.*******, ** 05/31/25 10:25 PMDelivered.*******, **Business Response
Date: 06/02/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.
Thank you,
******
Corporate Escalation Specialist
******************************Initial Complaint
Date:05/30/2025
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a cologne as a gift for my nephew who live in a house on a very public and easily accessible street that is not hard to find. I received a notification that the driver needed more information because the package was undeliverable. This was odd because as I stated the house is on a public street where anyone can access it. I replied immediately to give the requested information and even started a case with OnTrac and made sure I provided information on how to find the house. No redelivery attempt was made, the driver never gave a clear explanation as to why they could not find the house and now for no reason my package is being returned. I try my hardest not to order from Sephora or Ulta for this reason but as I'm stationed overseas I had no choice. I was up at 4am JST trying to resolve this immediately and find out why and the customer service is no help and at one point stopped responding to my questions. This company is horrible and has horrible employees and I have never had a good experience with them. For some reason there always seems to be an issue with packages getting delivered and it's really mind boggling that they get away with not doing their job. Tracking Number: 1LS724527360006 Case Number: ********Business Response
Date: 06/02/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.
Thank you,
******
Corporate Escalation Specialist
******************************Initial Complaint
Date:05/30/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ontrac does not provide their drivers with phones to call customers for safe **********************. This is a major problem for those of us that are disabled and discrimination. I dont have a buzzer and need a phone call for deliveries. What delivery service doesnt provide phones to call for delivery? Plus their customer service was HORRIBLE and just gave vague answers on solutions. They did nothing. Terrible experienceBusiness Response
Date: 06/02/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.
Thank you,
******
Corporate Escalation Specialist
******************************Initial Complaint
Date:05/30/2025
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered some vitamins for next day delivery on 5/25 as of 5/30 still no item. Tracking said they needed address update, which i immediately did even though it was already there and correct and 2 days later still not update or delivery date and no way to contact them.Business Response
Date: 06/02/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.
Thank you,
******
Corporate Escalation Specialist
******************************Initial Complaint
Date:05/28/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Since February of this year OnTrac has been delivering every single package shipped through them to an incorrect address. I have reached out to them four times to rectify the situation to which they said they are adding a note to my address to make sure that the driver delivers to the correct house. This company isn't just delivering to the wrong house, it is not delivering on the correct street even. No matter how many times I reach out to get this issue solved, they tell me that they have resolved the problem to reach out to them if it happens again. Then I reach out to them again and it's this repetitive vicious cycle over and over again. This is absolutely the worst delivery company I have ever experienced. I have had no issues with other delivery companies locating my house. ****, *********** all of them find my house with no problem so I don't understand why OnTrac cannot rectify this problem.Business Response
Date: 05/29/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.
Thank you,
*****
Corporate Escalation Specialist
******************************Customer Answer
Date: 07/01/2025
It has been 12 days since OnTrac claimed they would resolve this delivery issue. Since then I have had three more packages continue to be delivered to the wrong address. I don't understand how the drivers do not realize they are not even on the correct street, or maybe they just don't care. Every time I reach out to OnTrac they claim that there is nothing they can do because they have photographic evidence of the delivery, regardless that it's at the complete wrong house. I will continue to file complaints with every merchandiser that uses this company. And I will also stop ordering from these companies.Initial Complaint
Date:05/28/2025
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered from ***** on line and they sent 1 item with OnTrac. Delivery was delayed a couple times, then they returned my item to sender with no explanation and it said to contact sender. They didn't give the sender an explanation either. I was home and no attempted delivery was made. I want to know why my item was returned to sender. Message said: Returned. Contact *********** COLORADO SPRINGS, ** *********** 05/28/25 at 3:47 PM ABOUT THIS TRACKING EVENT The package was returned to the sender. Please contact the sender for more information.Business Response
Date: 06/05/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.
Thank you,
*****
Corporate Escalation Specialist
******************************Customer Answer
Date: 06/27/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** *********
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