OnTracReviews 

I would give zero stars if I could.

OnTrac has repeatedly delivered my packages to the wrong house, with the “proof of delivery” photo clearly showing a location that is not my home. Despite this happening more than once, there is no way to speak with a live customer service representative. You’re forced to deal with a chatbot that opens an investigation, only to later close it with the same generic response: “The item was delivered as proven by the photo.”

The problem is that the photo proves it was delivered—just not to my address.

They refuse to provide the delivery coordinates that could help locate the package, and they make it nearly impossible to escalate the issue to a real person. This is some of the worst customer service I’ve experienced.

If you’re ordering online, I strongly recommend requesting that the seller use a different shipping carrier whenever possible. Unfortunately, if your package is shipped through OnTrac, you may have very little recourse if it’s delivered to the wrong address.

This company is AWFUL. I ordered from free people about a week ago and got an estimated delivery date as July 8. I was pleasantly surprised to get an email notification that my package was coming early and would be delivered on the 6th. Well ontrac claims there was a delivery attempt made, but there is no evidence of that. I was not contacted when they were here by telephone or by my apartments intercom system. I then spent a ridiculously long time trying to get an actual person to speak to and not an AI bot. When I was finally connected to someone, they either didn’t have the transcript of the AI conversation I just had or the wherewithal to read it. Once I got the customer service rep up to speed, they asked for my address, unit number, and building access code. My address and unit number had already been provided when I placed the order and I have never had to give a building access code out in the 5 years I have lived in this building. The customer service rep then told me that delivery drivers don’t have to contact the customers when making deliveries and that deliveries happen between 8 am and 9 pm local time. Oh! And now I will have to wait an extra two days for this package to be delivered. I have absolutely no confidence that I will be receiving this package. This company should be ashamed of the business they run. I cannot wait for the day they go out of business.

My experience with LaserShip was extremely disappointing. My package was supposed to be delivered last night, but the tracking was updated to say they needed an "access code" to complete the delivery. There is no access code required for my address, so that excuse made no sense.

The next day, the package was marked as delivered—but it was delivered to a house I've never seen before. Now I'm left without my package and dealing with the hassle of trying to figure out where it went.

This level of carelessness is unacceptable. Between the inaccurate delivery updates, false delivery information, and delivering my package to the wrong address, I have no confidence in LaserShip's service. I hope they improve their delivery accuracy and customer support so other customers don't have to deal with the same frustration.

the driver threw my 400 fuel pump..i ytried contacting on trac through their phone number which is fake,then i tried using their chat options which the live agent did not respond .once she responded it took 5 minutes for a return response

Once a week I get food delivery from Home Chef, which I enjoy. The only negative thing about Home Chef is they contract with OnTrac to deliver. My box is packed suitably for perishable items; cardboard box is foam insulated and contains ice packs. OnTrak is a dishonest company who employs dishonest drivers. Two of the last three deliveries arrived late at night with delivery photos and my outside cameras proving so. One delivery arrived after 9:30pm but the driver entered in 4:31. This happened to be on June 21st; the longest day of the year and the delivery photo shows it is pitch dark. Last night, my delivery didn’t arrive until after 10:30pm, yet the driver put in 5:33pm as time of delivery. Again, the delivery photo and my security cameras prove the lie. I live in a hot region on an acre property. I fill in OnTrac’s request form for deliveries to be brought to my door, yet on both of the late night deliveries, the box is dropped over my front fence at the front of my property. On their page showing delivery photo and confirmation it asks to rate the delivery. I try and enter 1 star and when I try to submit, it says to complete the information on that page but there links to the questions don’t work. Furthermore, I’ve opted in for text notifications from them and never receive any. I am shocked a company with such horrible and dishonest service is still operating. I notified Home Chef of these problems both times and they were wonderful; crediting my account. This last time I let them know that even though I am happy with Home Chef, I would need to cancel if they continued shipping my order with OnTrac. I don’t like doing business with disreputable companies or even honest companies that make the repeated mistake of using dishonest delivery services.

This delivery service is extremely unreliable and shows zero accountability. They delivered my package to the wrong house and sent me a photo of it sitting on a stranger’s doorstep, claiming it had been successfully delivered.
When I contacted them with proof—including a photo of my own house clearly displaying the correct address number—they completely ignored the evidence. Their response was a generic, copy-paste reply that falsely insisted the package was delivered to my address. They closed the case without any real investigation and simply told me to contact the seller instead.
Here is their exact response:
"Thank you for reaching out to us regarding D10017511988884. Our delivery records indicate this package was delivered, but we understand you have claimed the package as not received. Our facility has completed the investigation. If the package has not yet been received, please contact your seller for further assistance..."
This level of poor delivery service and blatant disregard for clear photo evidence is unacceptable. OnTrac (formerly LaserShip) is definitely not "On Track." I strongly recommend avoiding them if you value getting your packages delivered to the correct address.

Big Knicks fan So after the big win I immediately order from the NBA store two t shirts Got order number and tracking So day of my delivery I get txt my order is on the left side of my door P.S I live upstate NY private house No neighbors close NO PACKAGE I THINK DRIVER SAW NBA PACKAGE AND KEPT IT

Items will never arrive. Scam. They're just stealing the items and probably reselling them. Insane that major corporations like Walmart are using them. Something is going on here. Fraud.

Delivery person threw my package at the doorway. When she saw my daughter watching, she ran. I contacted OnTrac. Several days later, the same delivery person threw the 2nd package from down the sidewalk. I won’t do business with any company that uses OnTrac for delivery.

These idiots left a package on the 4th of July outside the front door, under a Building sign that reads: DO NOT LEAVE PACKAGES OUTSIDE THE BUILDING. Directly under a CALL BOX with resident's names. It was stolen in less than 10 minutes after it was left. This company shouldn't be allowed to deleiver anything, anywhere, ever!

im very interested to know how ate these people still in business, unrealistically bad service, drivers keep stealing packages

My drive way is almost 1/4 mile from the highway. Everything they deliver they throw it off beside of the road and then say they delivered to my door. What a damn sorry and lying service. I have ask all companies that I order from not to use this service. Fed-x, UPS, and other delivery services deliver to my door with no issues. Just sorry. Would give 0 stars if I could.

By far the worst carrier. Can never deliver as scheduled without some kind of hiccup

The delivery was made next to the address post in the street. This is a rural area so the package would be easy pickins for anyone to steal. It would have taken about 15 seconds more to drive into the driveway and place the package near the house in a secure location. This is not the first time we have had a problem with them. Terrible awful delivery service.

I’m outside philly, my package went from Ohio to Hartford Connecticut on the day it was supposed to be delivered.

If I could rate this company negative stars, I absolutely would.

The driver or whoever is using their system fraudulently marked my package as delivered, claiming it was handed to me in person and even added a forged signature that is not mine. I never received my package.

This company is a disgrace. They employ thieves and liars, and clearly don’t care about customers at all. They steal packages, commit fraud, and get away with it because there is zero accountability.

I I strongly advise venders to avoid them at all costs. Untrustworthy, dishonest, and completely unreliable.

Absolute incompetence in the form of a company. You have one job - get packages to people.

I have been home two days in a row and got the “tried to deliver” text yet no real attempt to use proper delivery avenues was made. Even with instructions.

How are you in business?

Trying to get a delivery to an apartment? Good luck. The package has been stuck in orlando for days, no attempt at delivery in ocala. Keep sending me automated messages saying address incomplete, but no it isnt. And when I deal with their AI assistant, give them the address again, and then nothing happens, just another automated text 12 hours later saying address incomplete. No option to talk to a real person. If you dont deliver to apartments then say that. Walmart order. Ive never had a problem getting delivered to this address. Im not suprised to see that they dont even care about their reputation by the vast majority of negative reviews.

Left my package ON TOP ON MY GARBAGE CAN in the back instead of bringing it to the front door as stated on the instructions AND ON THE SIGN POSTED ON THE GATE NEXT TO THE GARBAGE CAN THEY LEFT THE PACKAGE ON TOP OF - As seen in the picture. Lazy and Inconsiderate. Don't bother calling; all they have is a text line and they require permission to send spam thereafter till you opt out. Don't bother with online chatting, they want your info and phone - I don't trust them not to sell it. If I could rate it a zero I would. I have informed the store of what they did and told them if this is their preferred carrier now, I will no longer buy from them.

they didn't delivery my package to the right address. I have the picture of some ones front porch (not mine) and they are telling me to contact the seller. it wasn't the seller who delivered the item. they had the correct address. I put in a claim and their response was to contact the seller if not received in 2 days. I just told them I got a picture of someone else porch and it is not my responsibility to going searching for my package because your person cannot get the address right. Don't go through them