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Customer Discussions > Amazon Carrier Feedback forum

On-Trac Shipping

Discussion moved to this forum by Amazon on Sep 16, 2010 5:51:58 PM PDT.


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Showing 1-25 of 824 posts in this discussion
Initial post: Dec 21, 2009 9:23:43 PM PST
[Deleted by the author on Dec 21, 2009 9:44:53 PM PST]

Posted on Dec 21, 2009 9:29:41 PM PST
Sick Daddy says:
I'm on west coast and getting most all packages from UPS and FedEx (using Prime 2 day)

Posted on Dec 25, 2009 7:21:23 AM PST
Amazon--ONTRAC shipping is not up to your standards! Fed Ex called on Thursday to tell me the ONTRAC driver couldn't find our address. Not sure why Fed Ex was involved, but....I have done most of my Christmas shopping on Amazon and every other shipment via Fed Ex or UPS has gotten here. I gave directions and still no delivery! I will have one disappointed grandson this Christmas morning! ONTRAC Tracking number C10996604050729, where are you??????

In reply to an earlier post on Dec 25, 2009 10:41:41 AM PST
Benjamin says:
[Customers don't think this post adds to the discussion. Show post anyway. Show all unhelpful posts.]

Posted on Dec 25, 2009 11:07:16 AM PST
C. Mueller says:
I've had the most wonderful service from OnTrac. I guess from all the negative comments that I'm the exception. Here they're faster, better, more courteous than any of the others.

In reply to an earlier post on Dec 25, 2009 11:24:31 AM PST
Last edited by the author on Dec 25, 2009 11:25:11 AM PST
Justin S. says:
Same here, I feel like the only person REALLY happy when something gets shipped Ontrac! I usually get my shipment the next morning before 9:30am whereas UPS/Fedex show up closer to 7pm (even before the holiday rush, guess we got moved to the end of the driver's loop!), and seem to be perfectly willing to sit on my order for an extra day in the off chance it looks to be arriving early. Not sure why it's so hit and miss (mostly miss) for so many but I really like the service they provide.

Posted on Dec 25, 2009 12:32:45 PM PST
Benjamin says:
I agree On-Trac is really really superb. They deliver between 8AM to 10AM in the morning here and leave it on the doorstep when I'm not here. Or when I'm here, they are very courteous. Does anyone else get their packages delivered by On-Trac?

I've read the topic about A-1 in the East Coast and they sound awful. But On-trac here on the West Coast is excellent from what I can tell.

Posted on Jan 1, 2010 11:23:29 AM PST
Jet says:
OnTrac is terrible and I live on the west coast. I chose 1 day shipping on Amazon. The next day the package never comes, even though the tracking on the website said delivery was attempted (and yes, my family was at home the entire time, and I never miss the doorbell ever). So today I planned to call customer service to go pick up the package myself, when I check the site and find out they're closed on New Year's. It's my friend's birthday today and I'm leaving tomorrow for school. I'm truly frustrated...

Posted on Jan 5, 2010 1:55:49 PM PST
Benjamin says:
That's weird that they claim they attempt delivery, considering most packages from Amazon don't seem to require a signature. I wonder why they didn't just leave it at the front door.

In reply to an earlier post on Jan 5, 2010 3:46:25 PM PST
[Deleted by the author on Jan 5, 2010 3:46:39 PM PST]

Posted on Jan 6, 2010 2:25:30 PM PST
John says:
Ontrac couldn't find my address in the San Francisco Bay Area, even though Fedex and UPS can. I had to give driving directions to the Ontrac customer-service rep, we'll see if it gets delivered tomorrow. The CSR said that Ontrac has no way of recording permanent delivery instructions in their system.

If this continues to be an issue with Ontrac, Prime looks much less attractive, to say the least.

Posted on Jan 7, 2010 4:43:25 PM PST
Hong Ho says:
I have to say, before using ontrac, i thought fedex was bad, but ontrac is just terrible, didn't even try to knock on my door and just left a tag at my doorstep (which i later found blew off somewhere).

Posted on Jan 7, 2010 4:51:58 PM PST
Last edited by the author on Jan 7, 2010 4:52:55 PM PST
Parront says:
I get next day delivery with Ontrac. Usually around 9 a.m.. They always knock, and I haven't gotten anything damaged. UPS damages the boxes all the time, and some times the items too. I'd like Ontrac for all my packages. L.A. area.

Posted on Jan 11, 2010 2:32:51 PM PST
I am a West Coast resident and not a Prime account holder. I had a package shipped after the holidays, basic ground with no expedited needs. The package never arrived and it's noted that it was delivered at an hour of the day I Was home and on a day that I was home. I'm disappointed and haven't been able to get in contact with someone from the company.

In reply to an earlier post on Jan 11, 2010 2:38:54 PM PST
[Customers don't think this post adds to the discussion. Show post anyway. Show all unhelpful posts.]

Posted on Jan 11, 2010 3:01:00 PM PST
D. Reedy says:
I'm on the West Coast and have had nothing but terrible service from On-Trac. The first packages that wwere supposed to come from them were reported to Amazon as 'Delivered' - I was home all day, no packages had come. I called On-Trac and was told that they'd contact the driver and get back to me within an hour. After an hour passed, I called back in and was told that the driver made a mistake and the packages had not been delivered, but that he'd be back in my area before 7PM. When 7PM came and went, I called again and was told that the packages would be delivered the next day, no later than 12PM. Again, at 12:00, no package. I called and finally got through to the Customer Service Manager, Nicole Brown. Nicole stated that she spoke personally to the driver and the packages would absolutely, without question be delivered no later than 3PM and gave me her direct phone number and email. 3PM passed without delivery - she told me when I called back that they were delayed and would be to me no later than 5PM. After 5PM, I looked on the porch and there was one package, not two. No one had rung the bell or knocked, just left the package and ran. Finally, after having to yell and rant, On-Trac had a replacement sent overnight via FedEx. It was on time, no problems. Just a week late. What's more frustrating, however, is that they've screwed up two orders since then. When I've been in contact with Amazon to complain and request that On-Trac NEVER be used to send my packages, I was told that it cannot be controlled, the individual shipping centers use whatever shipper they deem to be appropriate.

In reply to an earlier post on Jan 11, 2010 3:02:34 PM PST
[Deleted by Amazon on Jul 2, 2010 3:08:21 PM PDT]

Posted on Jan 11, 2010 6:49:26 PM PST
OnTrac is delivering one of 8 packages I purchased from Amazon.com on the same day, all others were delivered by UPS or FedEx and were on time or early, with no issues.
The OnTrac package has been in their possession since Jan 4th, They have been "attempting delivery" every day since then and simply post an update as "Possible delay in delivery due to extra carrier processing" I have been home on 4 of the 5 days they claim to have attempted delivery and obviously have no idea what the issue might be according to the status they convey.
I finally called them tonight (Jan 11th) only to find out that apparently they need a gate code to get into my complex, the customer service person even said, "I wonder why no one has called you since we've had this since the 4th."...VERY FRUSTRATING. Once I gave her the code she said that the package would be delivered tomorrow. I will believe it when I see it but this company is CLEARLY inferior to any of the major shipping/delivery companies! I have had packages from FedEx, UPS, & DHL without having to provide them with the code to my elevator (there is no "gate") and if they had an issue I was actually contacted!
For those of you who need to contact OnTrac, here is their informaiton: www.ontrac.com/tracking.asp Phone: 1-800-334-5000

In reply to an earlier post on Jan 12, 2010 6:33:34 AM PST
D. Reedy says:
When you call that number, be sure to ask for Nicole Brown, she's the Customer Service Manager - at least she was in October. This company is miserable. I can't believe that, as a Prime customer, I can't request a preferred delivery company or just exclude On-Trac as a carrier option.

Posted on Jan 12, 2010 7:33:37 PM PST
I've had 1 package lost already and after reading online about how Ontrac never delivers anything, I quit Prime to get away from them. Unfortunately, today my super saver package went out Ontrac, so after I wait for it to get lost, I've got quite a conundrum. Everyone but amazon sells blu-ray for 200-300% what Amazon does, but now it's impossible to get them from Amazon because I'm in the Ontrac vortex, amazon's answer to the bermuda triangle. Thoughts on what to do?

In reply to an earlier post on Jan 12, 2010 9:00:54 PM PST
>>>
Thoughts on what to do?
<<<

You've got to keep on Amazon. If the tracking shows delivered, and it's not, call Amazon. If the tracking shows they can't deliver for some bogus reason, call Amazon. If the package doesn't arrive on time (although there really is no "on time" now that you've gone from Prime to Super Saver), call Amazon.

Be respectful. You don't have to take a defensive stance, nor should you need to demand anything. Just state the facts, express your disapointment, and make sure to mention that the problem is Ontrac, and that you've never had problems with the other carriers.

If Ontrac is really having problems getting their act together, then the presure to improve needs to come from Amazon. Amazon's the one who's paying them. Consignees calling them to complain aren't paying them. So your frustration and disapointment needs to be expressed to Amazon, which is who you're paying, and expecting to get better from.

In reply to an earlier post on Jan 12, 2010 9:02:48 PM PST
>>>
For those of you who need to contact OnTrac, here is their informaiton: www.ontrac.com/tracking.asp Phone: 1-800-334-5000
<<<

There's no reason to call Ontrac. You're not their customer. They don't answer to you. They answer to Amazon.

You are Amazon's customer. Amazon answers to you.

Call Amazon when Ontrac doesn't perform. It's Amazon that needs to take action to correct the issues.

Posted on Jan 12, 2010 9:10:48 PM PST
Has anybody been sent something via Ontrac when choosing standard shipping? I know now that free 2-day and super saver are in the Ontrac vortex, but those are both free, so maybe that's why. What about the ones you pay for like standard?

Posted on Jan 14, 2010 4:36:10 PM PST
TC says:
My neighbor from across the way showed up two weeks ago with packages for me that had been delivered to their unit. My address is 1234 A street and the neighbor's address is 1234 B street. However the alley's of B street are on A street - so it is a little confusing. Despite being confusing, UPS and FedEx have never shipped a package to the wrong address. I first thought there must have been a substitute driver who didn't know the area but then I looked at the packages and shipped from "OnTrac ". I called OnTrac customer service, and informed them of the mistake. They said they "noted it" in the system for the driver to be "more careful" with deliveries. I have another package that's supposed to be delivered tomorrow. I'll keep an eye on the tracking and see if they mess it up again or get it right. I'm not sure what to do if they make the same mistake. My neighbor is not going to be too pleased to keep delivering my packages. Perhaps I should contact amazon as well...

Posted on Jan 21, 2010 9:07:21 AM PST
KRoberts says:
I order a lot from Amazon, and have had FIVE (yes, five) different packages "lost" by ONTRAC. The packages are shown as delivered, but I didn't receive them and from the tracking it looks like they were delivered to an address in Union City (I do not live any where near Union City). I didn't even try to contact ONTRAC. Instead, I contacted Amazon and they sent replacements right away.
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