Business Profile

Delivery Service

OnTrac

Headquarters

BBB Accredited Business A+Rated by BBB

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

3,411 total complaints in the last 3 years.
1,150 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:12/11/2024
Type:Service or Repair Issues
Status:
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 package from a company ******** that is using OnTrac for shipments. I was told the package would arrive on December 5th and repeatedly was told at the end of each day from Dec 5th-Dec 7th that my delivery was delayed inexplicably. I was then told it would be delivered Dec 10th, but they claim they arrived at 5:54pm and refused to deliver the package. They then asked me provide hours for my building in the tracking number page, which are 9am-5pm, but they gave me no option to provide this information. They told me to start a chat with support, but the support chat does not work and will never connect you to any chat agent, so I have no way to communicate any of this information with them. I also opened a support ticket related to this tracking number with on track and they have not responded to me since opening it many days ****** of today, December 11, they have made no effort to deliver the package and it is past 5 PM so I am expecting them to claim they showed up to my building, knowing its past building hours which are also publicly available information, only to say couldnt deliver it again. My package contains over $100 worth of products.
Business Response
Date: 12/13/2024
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
******
Executive Escalations Specialist
OnTrac Customer Service
******************************
Business Response
Date: 12/26/2024
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
******
Executive Escalations Specialist
OnTrac Customer Service
******************************
Customer Answer
Date: 01/08/2025
[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: 22675105

I am rejecting this response because:
Though OnTrac launched an internal investigation and determined my package has been lost, that does not help resolve my issue in the slightest. I had to resolve the issue entirely on my own by repeatedly reaching out to OnTracs support and the sellers support team. This took many weeks of back and forth communication to receive the product I paid in full for at the time of ordering the product.
Given OnTracs reputation for repeatedly losing packages and being unable to fulfill deliveries, I have no confidence they will do anything to resolve these issues moving forward. Its been well known for nearly a decade OnTrac operates in a way that results in packages frequently getting lost. I dont want more consumers to order packages only for its delivery to handled by OnTrac, causing much grief and effort to do something as simple as receive a product they paid for.
OnTrac refused to communicate with me about any issues I had with my delivery until I brought this complaint directly to the BBB. I tried reaching out via their support email multiple and never got any response. I also tried reaching out using the support chat feature on their package tracking page and was shrugged off as quickly as possible. I was made to wait 50 minutes in a queue, only for the support conversation to consist of10 minutes of waiting, only to be met with a message stating that I should receive an sms with updates and the agent immediately ended the conversation without waiting for me to respond. OnTrac operating this way is concerning and shows their interests obviously are not aligned with consumers or companies that choose to work with OnTrac. From this incident and many other well documented online, it appears that OnTrac intentionally operates this way in hopes that consumers wont fight back much when they get screwed over.

I want OnTrac to be investigated for over a decade of mishandling packages and causing widespread issues for the American people.

Regards,

******* ******
Initial Complaint
Date:12/11/2024
Type:Delivery Issues
Status:
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.
My package was delayed then delayed again. Then, no updates since the 6th (it is now the 11th). I have tried to call the number listed on the BBB site, email support, chat support, text support, and calling the local delivery facility. NO help has been given. The text/chat supports were not working, the 800# directed me to texting, the Manager of Operations number went to voicemail, and the local facility said they had no information. When I looked them up on ****** to look for a number, the reviews all basically said the same thing. I wouldn't care if it was a little late, but a week without any updates is asinine and I'm mad because it had the Christmas presents for ALL my brothers, sister-in-laws, and one of my nephews... the place I ordered from said they'd refund me if not delivered within 15 days which is fine, but I'm still out 7 Christmas presents. I just want my package delivered.
Business Response
Date: 12/17/2024
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Executive Escalations Specialist
OnTrac Customer Service
******************************
Business Response
Date: 01/17/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
******
Executive Escalations Specialist
OnTrac Customer Service
******************************
Customer Answer
Date: 01/29/2025
[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: 22674548

I am rejecting this response because:
I called the Pittsburgh facility multiple times after the delivery was updated as delivered. I offered to come get it. The woman I talked to said to give it a couple days and reach back out if I did not receive it, before coming to pick it up. When I called two days later because it was not delivered, she said it was showing as "lost" on her end. It was never delivered. And the employee I spoke with read me all the computer-generated updates showing on her end leading up to, and including, the package being labeled LOST.

******** *****

Customer Answer
Date: 01/29/2025
Attached is a screenshot that shows proof against OnTrac's response the package was delivered
Business Response
Date: 02/07/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Executive Escalations Specialist
OnTrac Customer Service
******************************
Initial Complaint
Date:12/11/2024
Type:Delivery Issues
Status:
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 Christmas gifts on 12/02/2024 from Anthropologie. LaserShip in **************, ******** sent notifications on 12/04/2024 that they had my package, and it was on the truck, in route to be delivered that day on 12/04/2024. This was around 10 and again at 11 am that morning. No delivery on 12/04/2024. I waited a couple of days and checked the website. No updates on the whereabouts of my package, only that my package was delayed. Today is 12/11/2024, still nothing. I believe that LaserShip OnTrac employees a gang of thieves and that is why there are so many complaints and 1 star reviews all over the web. I would strongly discourage any retailer against using these people for any shipping services. You cannot contact them to speak with an employee about tracking, only a so called webform to complain or inquire about your packages.I am highly upset, as again these were gifts for my family and friends that have now sold out on the retailers website, and cannot be replaced. I am very disappointed that incompetent, in the best case scenario and unscrupulous in the worst case, companies like this exist to steal from people under the guise of being a delivery service.
Business Response
Date: 12/12/2024
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
******
Executive Escalations Specialist
OnTrac Customer Service
******************************
Customer Answer
Date: 12/23/2024
[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: 22674390

I am rejecting this response because: it is an unsatisfactory response.

Regards,

***** Royal
Initial Complaint
Date:12/11/2024
Type:Delivery Issues
Status:
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 placed an order with Fashion Nova on 12/3/24 (Order #*********) and paid additional for expedited shipping. The delivery date should have been 12/6/24 however, I received notification that it would not be delivered until 12/7/24. On 12/7/24 i received notification that OnTrac delivered my package at 3:49 PM (tracking #d10015884976924) . I was home all day awaiting my package and nothing was received. I checked all surrounding areas and with neighbors. I even checked my cameras and no delivery was made. I waited 72 hours as advised on ************'s website before submitting a claim with Ontrac and Fashion Nova. Both companies referred me to the other. Long story short OnTrac pretty much called me a liar and said their records indicated it showed delivered and the investigation was completed. I would like my package more than anything or I would like to be refunded.
Business Response
Date: 12/12/2024
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
******
Executive Escalations Specialist
OnTrac Customer Service
******************************
Customer Answer
Date: 12/23/2024
[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: 22674310

I am rejecting this response because:
I have not received my package. I was home all day and my camera does not show that it was ever delivered. I have contacted the seller several times and they keep referring me back to OnTrac. I just want my package.

Regards,

******** **********

Business Response
Date: 03/06/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
******
Executive Escalations Specialist
OnTrac Customer Service
******************************
Initial Complaint
Date:12/11/2024
Type:Customer Service Issues
Status:
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.
1LSCXM80048AN1U 1LSCXM80048Y6HW 1LSCXM800490FGD 1LSCXM8004984H7 1LSCXM800499Q24 1LSCXM8004986D5 1LSCXM800491GR1 1LSCXM8004979PF 1LSCXM800491Q6F 1LSCXM800491QFZ 1LSCXM8004969JO 1LSCXM8004984JB 1LSCXM80049E9N8 1LSCXM800497YXW 1LSCXM8004981MA 1LSCXM80047RF50 I have not received all these packages, almost all of them were delivered on 9th and 10th. One of the most outrageous packages included a signature photo, which appeared to show the Courier taking a picture of himself with a flash on his hand. I suspect these packages were stolen or sent to the wrong address. My request is that my parcel be delivered as soon as possible. ******************* just a few days, I hope this matter will be resolved soon. Thanks a lot
Business Response
Date: 12/17/2024
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Executive Escalations Specialist
OnTrac Customer Service
******************************
Initial Complaint
Date:12/11/2024
Type:Service or Repair Issues
Status:
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 placed an order with ******* on 11/29 for a basketball hoop for christmas for my son. OnTrac supposedly misrouted my shipment, then the tracking history is nothing but my package being delayed starting on 12/4. I have chatted with "people" twice now and opened a case on 12/9 (case ******** with no resloution. I chatted with someone on 12/11 and they stated nothing has happened with the case. At this point even if I get a refund this was cyber monday deal so I would have to reorder the item at a loss. I want my item found.
Business Response
Date: 12/17/2024
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Executive Escalations Specialist
OnTrac Customer Service
******************************
Initial Complaint
Date:12/11/2024
Type:Delivery Issues
Status:
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 HAVE A ***** FROM THERE DELIVERY PERSON THAT IS NOT MY APARTMENT OR BUILDING. I CAN RECORD A WHOLE VIDEO. THIS IS THE 2ND TIME FROM THIS COMPANY HAS STOLEN MY PACKAGE. I STATED TO THEM SOMEONE IS IN THE APARTMENT. THE ***** I REQUESTED. IS NOT MY BUILDING. I WANT MY PACKAGE NOW
Business Response
Date: 02/10/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Executive Escalations Specialist
OnTrac Customer Service
******************************
Customer Answer
Date: 03/10/2025
[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: 22673465

I am rejecting this response because:
This company gives excuses for not one but two packages from northface was stolen from your new jersey headquarters. You claim an investigation was done. Then claim my packages was lost. It was not lost it was stolen by your delivery person. Who first time said they gave to ****. My ghost of a doorman. Then the second time. It was delivered to a door that doesnt even look like apartment building door. They should be fired.

Regards,

********* ********
Initial Complaint
Date:12/11/2024
Type:Delivery Issues
Status:
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 have not received a package that says it has been out for delivery for 3 business days. I have not received a response from the live chat option on the tracking site and I have called the company multiple times to speak with someone and have not received an answer or a call back from my voicemail. My chat messages are not available for me to record as evidence for the amount of times that I have contacted them and the phone calls are not recorded.
Business Response
Date: 12/13/2024
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
******
Executive Escalations Specialist
OnTrac Customer Service
******************************
Initial Complaint
Date:12/11/2024
Type:Sales and Advertising Issues
Status:
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 an expensive Christmas gift that was shipped via this carrier just this past month. My package has gone missing, there have been zero updates via the tracking information, and when I have called the carrier's phone number, it does not work. This seems to be a scam shipping company who has stolen or lost my package.
Business Response
Date: 12/13/2024
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
******
Executive Escalations Specialist
OnTrac Customer Service
******************************
Initial Complaint
Date:12/11/2024
Type:Delivery Issues
Status:
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.
Packages never get delivered or are always delayed 6 days or more
Business Response
Date: 12/13/2024
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
******
Executive Escalations Specialist
OnTrac Customer Service
******************************

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OnTrac is BBB Accredited.