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
- 3,415 total complaints in the last 3 years.
- 1,150 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:08/14/2022
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.
This company says my package was delivered but I never received it this is my second package in 2 weeks that they say was delivered but was not. They offer no resolution or any attempt to make this error correctBusiness Response
Date: 08/16/2022
August 16th, 2022
First of all, I apologize that it has taken this long for your concerns to be addressed. After further research, I agree that your package, ***************, was delivered to an incorrect address; as you know, this is supported by the driver's photo, which was taken at the point of delivery. I have forwarded you a copy of an email that has been sent to your seller, ******* ****. I am hoping this email will clear up any possible confusion caused by our error, for both your benefit and the seller’s benefit. If you have any further questions or concerns, please feel free to reach out to me directly by responding to this email.
Again, we apologize for the frustration this has caused.Thank you,
Sam
Corporate Escalation Specialist
LaserShip Customer ServiceInitial Complaint
Date:08/14/2022
Type:Customer Service 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.
This drivers of this shipping company steal the packages . Ive had to have an item shipped 3 times . They say they delivered and it never arrived . I left specific delivery instructions as asked on there web site and it was ignored I called the company to complain and they hang up and say they know there driver are in undependable.I was home each time they say they attempted delivery . They never rang bell or Came to doorAll at my expense !!!Business Response
Date: 08/20/2022
Hello,
Attached is LaserShips response to this complaint.
Thanks,
******************* Escalation Specialist
Lasership Customer Service
******************************
************Customer Answer
Date: 08/26/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 17714240
I am rejecting this response because:This has happened 2 times to me with this shipping company just with this shipment. It has happened on many occasions over the past year. It has gotten to the point that the stores no longer will allow me to purchase from them because they are losing money by constantly having to reship again and again.Just the other day a package from them was tossed in unsecured area of building. Drivers do not care and clearly have not been spoken to.I have lost so much time and money from this shipping company. I constantly have to chase my packages and make multiple phone calls that lead to nowhere except when I contacted BBB then I actually got a call back.... at 8:45 pm to discuss the matter. Yet no resolution.
Regards,
*******************Business Response
Date: 09/13/2022
Hello,
Attached is LaserShips response to this complaint.
Thanks,
******************* Escalation Specialist
Lasership Customer Service
******************************
************Customer Answer
Date: 09/28/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 17714240
I am rejecting this response because:
Regards,
*******************Initial Complaint
Date:08/10/2022
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.
Lasership falsely signed as myself when they delivers the package. They did not knock on my apt door and my package was never delivered or signed by myself. Called Lasership to file a complaint and they have said the issue was investigated and resolved. Still no package was re-delivered to myself.Business Response
Date: 08/17/2022
August 17th, 2022
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your complaint, we launched an internal investigation, as we take your concern very seriously.
Our tracking indicates your package was delivered to the address on file. If you do not have your package please reach out to your seller for assistance. We have followed up with the facility to ensure this does not happen going forward.
In your initial claim after delivery, you asked for a copy of the signature the driver obtained at the time of delivery. This signature is viewable on our website, www.lasership.com.
Enter your tracking number in the search info, and the signature should be viewable in the tracking history.
Best wishes,
Sam
Corporate Escalation Specialist
LaserShip Customer ServiceInitial Complaint
Date:08/10/2022
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 some merchandise from the *** shop..Lasership had the delivery. I received a notice that the package had been delivered. However, they delivered it somewhere but not to my house. They said I signed for it and signed for it with the name "*****" (no last name, first only) I did not receive or sign for this package--my name is ************************* or ***********************. I contacted them and they assigned a case number but never got back to me. I called them (2 weeks went by) and they said that they don't know why is showed it was signed for (by *****) and that the merchandised had been sent back to the vendor. I have ordered other items that used Lasership and not one single package was ever delivered to my house, They were left at other houses on my road and I had to track them down. I have no doubt that they left this package with someone..and it didn't really go back to vendor.Business Response
Date: 08/18/2022
Hello,
Attached is LaserShips response to this complaint.
Thanks,
*****
Corporate Escalation Specialist
Lasership Customer Service
******************************
************Customer Answer
Date: 08/18/2022
[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:08/04/2022
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.
Lasership delivery service is used by several business around the country. I usually shop at places that use this shipping and delivery services, reason that Ive encountered several problems with this company at the Orlando facility. They have lost my packages at least three times this past 6 months. And they always use different tactics: “undeliverable”, “delivery attempt” “lost package”. It’s like every single time I order something from those stores and they use lasership, I can guarantee it’s going to br a problem. And here I’m again. I’ve ordered uniforms for my kid, and the package is nowhere. They haven’t updated the status of the tracking since it got at their facility. We can’t talk to anybody, e-mail, they never respond. There’s never someone to help. I want my package! My kids are starting school next Week and I don’t have time to get a new order! Please stop stealing from your costumers. There’s no way so many people complain about the same thing over and over and it keeps happening. Someone is taking those packages home and not delivering them! I want my package! Tracking number: ****************-1 Thanks, ****Business Response
Date: 08/14/2022
August 14th 2022
Dear ****,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your complaint, we launched an internal investigation, as we take your concern very seriously.
We apologize for the delays, but are pleased to know the package has since arrived as of 8/7/22. Please contact your seller directly for further assistance. Please reach back out to us if we can help in any other way.
Best wishes,
David
Corporate Escalation Specialist
LaserShip Customer ServiceInitial Complaint
Date:07/30/2022
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.
Lasership is a package carrier and they use independent contractors (people who drive their own vehicles to deliver packages). I have multiple packages over the last 12 months that have been delivered by Lasership, and genuinely every time they're responsible for delivering my package, there is an issue. Tracking will show delivery attempted - business closed (when they are delivering to my home), delivered to front door (no package at my door, one delivery they marked as left as front door but they actually left it draped over the mailbox in the pouring rain... They are terrible. They have a 1.5/5 stars on ****** reviews with nearly 450 comments. There is no accountability because their drivers are independent contractors, so they basically say it's out of their hands and to contact the seller if there's an issue with your delivery. And while the sellers try to be helpful, it is very annoying and frustrating to go through this process every single time Lasership is the carrier. I currently am waiting on an order than I expect will never come. It was marked as 'delivered - left at front door' on Tuesday, July 26. The package was not there. I live in an apartment so I checked my neighbors front doors in case they took it to the wrong door. Nothing. I submitted an inquiry on Lasership's website which said they'd get back to me within two business days. I have not gotten any response from them so I submitted a second inquiry. I've also paid for expedited shipping for orders that have come days after the guaranteed delivery window because Lasership does not care about customer service, reliability, or accuracy. They are AWFUL. I've begged sellers to stop using Lasership, but I assume because they don't use company drivers, they are a cheaper option than *********** etc. Please look into their practices and/or do whatever you do to prevent them from continuing to be a terrible business.Business Response
Date: 08/10/2022
August 10, 2022
Dear ****,
We want to apologize for your delivery experience. We fully acknowledge the level of frustration and inconvenience this has caused you. Upon receiving your complaint, we launched an internal investigation, as we take your concern very seriously.
Our tracking shows your package was delivered, to the address on file. If you do not have your package please reach out to your seller for assistance. We have followed up with the facility to ensure this does not happen going forward.
Best wishes,
Daniel
Corporate Escalation Specialist
LaserShip Customer ServiceInitial Complaint
Date:07/29/2022
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.
I purchased a pair of **** Dunk High Retro Laser blue/White on 7/13/22. On 7/17/22 package was showing recieved at local LaserShip facility and in process for delivery. On 7/26/22 notification update stating were sorry. We are unable to locate your package. Please contact seller for further info. I contacted LaserShip and investigation was completed with no finding of my package. This company has multiple ****** reviews with customers stating similar stories.Business Response
Date: 08/16/2022
Hello,
Attached is LaserShips response to this complaint.Thanks,
*****
Corporate Escalation Specialist
Lasership Customer Service
******************************
************Initial Complaint
Date:07/29/2022
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.
Date of Order: 07/16/2022 Estimated Delivery Date: 07/22/2022 Alleged Delivery Date: 07/25/2022 Order Number: ******** Order amount: $470.50 Tracking Number: 1LSCY2H000Y5RV8 Retailer and shipping company claim that the package was delivered but I have not received it. It is nowhere to be found and no goodwill attempts were made to resolve or reimburse me for my lost. Typically LaserShip includes an image to signify that the package was in fact delivered but no picture was uploaded with the tracking information.Business Response
Date: 08/11/2022
Hello,
Attached is LaserShips response to this complaint.
Thanks,
******************* Escalation Specialist
Lasership Customer Service
******************************
************Customer Answer
Date: 08/15/2022
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.As of Thursday, August 11, the business notified me via email that my package was indeed lost and as a result a refund would be processed back into my account. I am pleased with this resolution and thank the BBB once more for their intervention as it would not have been made possible without their support.
Regards,
***********************Initial Complaint
Date:07/28/2022
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.
recently **** ******************* ordered a surprise for me on 7/14 from ***** The shipper was Lasership. This complaint is in regard to Lasership. The package tracking(1lscxm6000y5vpi) info suddenly stopped updating. The last status was shipment in route. It was to be delivered Wednesday July 20th. a few days pass and nothing. She contacted the shipping company "Lasership" and was told that the package had been delayed. A few more days go by and still no package. She contacted them once again and was told the package had been lost in shipping and that she should contact the seller ******* This "lost" package I believe was stolen by one of their drivers. This is not the first time a sneaker package has been "lost" with themBusiness Response
Date: 08/11/2022
Hello,
Attached is LaserShip's response to this complaint.
Thanks,
*****
Executive Escalation Specialist
LaserShip Customer Service
******************************
************Customer Answer
Date: 08/14/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 17635791
I am rejecting this response because: It is in no way a resolution. They have simply repeated themselves. I know they changed the status to "lost by lasership". I want them to replace my package out of pocket. They have not contacted **** because i have been in touch with **** HR. The item is sold out and they could only refund me for the purchase. Iwant the item i purchased and I want the people (Lasership) who lost it to replace it.
Regards,
Vycktor CarloBusiness Response
Date: 08/31/2022
Hello,
Attached is LaserShip's response to this complaint.
Thanks,
*****
Executive Escalation Specialist
LaserShip Customer Service
******************************
************
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