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Complaint Details
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Initial Complaint
07/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Last August I made a purchase from *** ********** ***** worth over $200. It shows it was delivered and within minutes I went outside and there was no package. I walked all around the houses near me and there was no package. I contacted onTrac and they were no help. It took me two months to get my money back from *** ********** *****. For that reason I bought a ring doorbell camera. Today the same thing occurred. A package was marked as delivered and it was not. At the time of the supposed delivery my husband and kids were outside and nothing was delivered. I checked my **** camera and it shows the same that NOTHING was delivered. I contacted ontrac and they told me I have to call ******** and ask for a refund. I am beyond frustrated that anytime I have a package delivered by ontrac I ALWAYS have an issue. I don't understand how it ONLY happens with them. I shop frequently and have NEVER had an issue with **** *** ** or ******.Business response
08/08/2023
August 8, 2023
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.When any package is lost or otherwise not delivered, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available
surveillance tapes, following up with the sorting team and in the case of a misdelivered package, following up with the driver(s) for that route. The facility has
concluded the investigation and unfortunately was unable to locate your package.If you do not have your package, please reach out to your seller for further assistance.
Thank you,
*****
Corporate Escalation Specialist
OnTrac Customer ServiceInitial Complaint
07/26/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I received an email from Ontrac that my package was delivered on July 24, at 8:52am. It is now July 26 and I still have no package.I was home and received nothing. I checked both my front and back doors, my mailbox, around my driveway, and fence line. There was evidence of no package delivery. I also have dogs that would have barked if they suspected or saw anyone in our driveway or at our door. I am a distance away from my neighbors and have a friendly relationship with them all. I contacted all of them to see if they received my package by mistake and they have all said no.I went to Ontrac's website to track their shipping information and found that their driver claimed that my package was delivered but provided no information on where it was left.I filled a missing package report on their website and have not heard back yet.I looked online and found a ridiculous amount of customers stating that they had the same problem that I experienced. No proof of delivery and package, though company claims that driver delivered. Some customers even have proof that no delivery was made with the help of their ring cameras.I don't understand how this company is in business or why they don't verify delivery with their employees. It seems like they have many drivers that are either lazy, confused, or are thieves.I want my purchase replaced immediately as it was to be given as a gift.Business response
08/08/2023
August 8, 2023
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.When any package is lost or otherwise not delivered, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available
surveillance tapes, following up with the sorting team and in the case of a misdelivered package, following up with the driver(s) for that route. The facility has
concluded the investigation and unfortunately was unable to locate your package.If you do not have your package, please reach out to your seller for further assistance.
Thank you,
*****
Corporate Escalation Specialist
OnTrac Customer ServiceInitial Complaint
07/26/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Multiple support tickets have been ignored, leading to an unwanted delivery to the wrong address. The company that used OnTrac is unable to do anything further. I'm possibly losing $100+ because of OnTrac's inability to respond to a simple request to return a package.Business response
08/08/2023
August 8, 2023
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.Unfortunately, your package was not returned to your seller as requested. We sincerely apologize for this oversight. Please contact your seller for further
assistance,Thank you,
*****
Executive Escalations Specialist
OnTrac Customer ServiceInitial Complaint
07/25/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered online from ****** and my package was shipped via Lasership/OnTrac. I got a message my package was delivered 7/16/23 at 7:27pm at my front door. I was home and have several Ring cameras, but there was no delivery attempt. I immediately filed a complaint with them and was emailed "we will investigate and let you know within 2 business days." After several attempts to reach them again, I got a message 9 days later they were "still looking into it," followed later that day with "Unfortunately you must contact your seller for assistance." They took no responsibility. When you call the number listed here on BBB and follow prompts to "packages marked as delivered," there's only a robotic recording saying they are very sorry and to contact my seller. I looked on Trustpilot.com and see this is what they do daily to who knows how many customers. My seller told me they were opening an investigation with them. How is this company still in business? Where are all of our purchased items going? And how does this business have an A rating on the BBB?Business response
07/31/2023
Hi,
Thank you for reaching out to us in regards to the delivery concern. We apologize for any inconvenience or frustration this may have caused. Upon receipt of the complaint, we reviewed the delivery events and determined that all exhausted efforts provided a negative search result.
We advised the customer of the steps taken to resolve the matter and referred the customer to the seller for refund or replacement options, whichever their policy will allow.
I apologize that were not able to help the customer locate the package. I assure you that all necessary steps have been taken to help resolve the matter.
If we can be of further assistance, please feel free to reach out to me.
Sincerely,******
Initial Complaint
07/25/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I was suppose to receive a package on the 24th. According to tracking it was delivered by your drivers in "good condition". I indeed did not find this package anywhere and nor did it show up to my place of business. Then I'm being told by your customer service that I have to wait 48 hours for an investigation? No, I paid good money for my items and the fact that your drivers failed to do their job is not on me. Poor customer service and poor delivery service. According to tracking number: ***************, it was delivered to the proper address, it was not. I sit at the front desk of my place of business. Then being told I have to "wait" for OnTrac's screw up for an investigation with a chat rep and terrible customer service with pre scripted lines. Where's my packageBusiness response
07/27/2023
Hi,
Thank you for reaching out to us in regards to the delivery concern. We apologize for any inconvenience or frustration this may have caused. Upon receipt of the complaint, we reviewed the delivery events and determined that the package was delivered, however the customer advised that they did not have the package. All efforts were made to help locate the package, however all exhausted efforts provided a negative search result.
We advised the customer of the steps taken to resolve the matter and referred the customer to the seller for refund or replacement options, whichever their policy will allow.
We apologize that were not able to help the customer locate the package. We assured you that all necessary steps have been taken to help resolve the matter.
If we can be of further assistance, please feel free to reach out to me.
Sincerely,
******
Initial Complaint
07/25/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
My package was out for delivery for 3 days but no one was able to help me locate my package. This logistics company is incredibly unreliable. Their driver would purposely mark my packages (yes, happened so many times already) as incomplete addresses and refuse to deliver them. Their ****** review website had terrible feedback from customers with similar issues as I did. Everytime when I contacted them, they would say it's under investigation. Their phone number never really has a real person to answer the call.Business response
08/01/2023
August 1, 2023
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.When any package is lost or otherwise not delivered, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available
surveillance tapes, following up with the sort team and in the case of a misdelivered package, following up with the driver(s) for that route. The facility has
concluded the investigation and unfortunately your package could not be located.We have exhausted all investigative avenues to locate your package. Regrettably, we are unable to further assist in this matter.
Thank you,
Corporate Escalation Specialist
OnTrac Customer ServiceCustomer response
08/01/2023
[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 absolutely unhelpful but I had no option now..
Regards,
***************Initial Complaint
07/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had two packages that mysteriously disappeared once they got to the lasership warehouse and lasership claimed they needed more shipping information and even though I gave it to them they claim they can't find my package. I read their other reviews for this location over the past two years and this seems to be the norm and I think they are STEALING the packages and need to be investigated further as nobody ever got back to me or actually looked for my packages at the warehouse. I would like to have the items that I paid for instead of the items mysteriously disappearing.Business response
08/08/2023
August 8, 2023
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.When any package is lost or otherwise not delivered, the facility conducts a thorough investigation. This includes, but is not limited to, reviewing all available
surveillance tapes, following up with the sorting team and in the case of a misdelivered package, following up with the driver(s) for that route. The facility has
concluded the investigation and unfortunately was unable to locate your package.If you do not have your package, please reach out to your seller for further assistance.
Thank you,
*****
Corporate Escalation Specialist
OnTrac Customer ServiceInitial Complaint
07/24/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order online with *****, and my package was "delivered" through LaserShip ( OnTrac). The process went smoothly until I received a notification stating that my package was delivered. I promptly went to check for it, and to my surprise there was no package. I have attempted to contact the delivery service, but there is no way to actually speak with anyone and the place where I bought the items from won't give me a refund unless I have proof of delivery, which I cannot obtain. Overall very stressed and disappointed with this situation. How are you even still in business?Business response
07/31/2023
Hi,
Thank you for reaching out to us in regards to the delivery concern. We apologize for any inconvenience or frustration this may have caused. Upon receipt of the complaint, we reviewed the delivery events and determined that all exhausted efforts provided a negative search result.
We advised the customer of the steps taken to resolve the matter and referred the customer to the seller for refund or replacement options, whichever their policy will allow.
I apologize that were not able to help the customer locate the package. I assure you that all necessary steps have been taken to help resolve the matter.
If we can be of further assistance, please feel free to reach out to me.
Sincerely,******
Initial Complaint
07/24/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Asos shipped an order of mine and the package arrived open with more than half of my order missing.Business response
07/31/2023
Hi,
Thank you for reaching out to us in regards to the delivery concern. We apologize for any inconvenience or frustration this may have caused. Upon receipt of the complaint, we reviewed the delivery concern and reached out to the local delivery facility to ensure that the issue was addressed.
The customer will need to follow up with the seller for refund or replacement options, whichever their policy will allow, and the seller will proceed with their internal claims process with OnTrac.
If we can be of further assistance, please feel free to reach out to me.
Sincerely,******
Initial Complaint
07/24/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I bought it on July 16th. They tried to deliver my package to me on July 20th, but the delivery failed. I tried to contact them because I was not good at English. I chose email and text message to them, but they never replied to me. It seemed that there was no intention of redelivering. Is it lost? Because I need to work every day, I can't sign my package, so I want to ask them to just leave my package at my door. I have no choice but to ask you to contact them for me,.Thank you!Business response
07/31/2023
Hi,
Thank you for reaching out to us in regards to the delivery concern. We apologize for any inconvenience or frustration this may have caused. Upon receipt of the complaint, we reviewed the delivery events. All efforts were made during this time to ensure that the delivery could be made as soon as possible.
We reached out to the customer to provide further context, apologize for the delayed delivery and see if there was anything further we can assist with.
If we can be of further assistance, please feel free to reach out to me.
Sincerely,******
Customer response
08/01/2023
[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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Customer Complaints Summary
4,392 total complaints in the last 3 years.
916 complaints closed in the last 12 months.