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

3,437 total complaints in the last 3 years.
1,252 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:09/04/2025
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 am filing this complaint against ontrac (LaserShip Ground Residential) due to their irresponsible handling of my package, which resulted in theft and loss.I paid $140 for my order, and I expected safe and secure delivery. However, the driver did not deliver my package to the building entrance or inside the building, as any responsible delivery company should. Instead, the driver left my package far from the building, in an open and highly visible location where anyone passing by could see it.Because of this careless and irresponsible decision, my package was stolen before I could retrieve it.I want to emphasize the following points:This was not an address issue. The delivery address was correct.The problem is entirely due to the drivers negligence in leaving the package in a vulnerable and unsafe spot.I never gave permission to leave my package outside in such a manner.When I reached out for support, the company dismissed my concerns and refused to take any responsibility. Instead, I was told to contact the seller, even though it was clearly the delivery companys driver who caused this problem.This level of service is completely unacceptable. Leaving a package in a spot perfect for theft is not delivery it is negligence.Desired Resolution:Full reimbursement of $140 for my stolen package.Acknowledgment of responsibility for the drivers actions.Assurance that corrective measures will be taken to prevent this from happening again.
Business Response
Date: 09/05/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Corporate Escalation Specialist
******************************
Customer Answer
Date: 09/05/2025
[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: 23841679

I am rejecting this response because:
I believe your driver took my package. The building management is reviewing the camera recordings. Moreover, what possible justification could there be for leaving my package outside in a place where it could easily be stolen? This is your responsibility, so why should I contact the company I ordered from? Because of this unfairness, for the time and peace of mind I have lost, you can be sure I will take this matter to court. I am demanding a full refund; otherwise, I will not accept any of your alternative solutions. Have you read the reviews about you on **************************, the negative ones? Almost all of them say their packages were stolen by your driver. Take responsibility and refund my package.

Regards,

Mutlu Percin
Initial Complaint
Date:09/04/2025
Type:Service or Repair Issues
Status:
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 bought items from one of their vendors *************. I was notified by Anthropologie and OnTrac it had an estimated delivery date of September 2, 2025. The tracking showed it was scanned in *********** by August 30, 2025 which is usually the location that does delivery. I have had many packages delivered from OnTrac so when it usually arrives in *********** it delivers immediately. Since August 30, there has been no update and when I used OnTrac customer service it is an Ai that makes it difficult to reach a person. I am not happy with this. I would like OnTrac to contact me by phone and give me a real update about this package and tell me what is really going on...especially since these items are not replaceable since they sold out. ****************** is part of ******************. I have to take days off to wait for packages so this is why having unreliable tracking can cost me days of work.
Business Response
Date: 09/05/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Corporate Escalation Specialist
******************************
Customer Answer
Date: 09/05/2025
[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 okay. I still do not understand why the company says to reach out to them if I have questions but didn't provide any contact information. OnTrac should list contact information so customers can be insured their packages are safe if they have questions. The Ai customer service portal is a nightmare.

Regards,

***** ******
Initial Complaint
Date:09/01/2025
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 had ordered 2 bottles of cologne and was shipped via OnTrac. Two days ago, the delivery driver arrived and woman got out and walked to my yard by mailbox and literally threw the package marked fragile over my fence and hitting the front door. I jumped up from the sound and saw her do it to a second non fragile package. I opened the door and told her not to throw package as was fragile and the woman said yeah OK *** walked away. I had it recorded on camera outside. When I opened the fragile package it was cracked and soaking wet from cologne leaking out. I contacted the seller who stated to contact the delivery service in which I did and was told sorry but we'll let the facility know so doesnt happen again but it was almost $140 lost due to her negligence
Business Response
Date: 09/03/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Corporate Escalation Specialist
******************************
Customer Answer
Date: 09/04/2025
[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: 23825747

I am rejecting this response because: it is the same response as previously with just a sorry we will investigate but in they are responsible of delivering products to consumers and to negligently have a worker act irresponsible causing damage to product, some financial means should compensate whether its full or partial as they are responsible

Regards,

******* *****
Initial Complaint
Date:09/01/2025
Type:Delivery Issues
Status:
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.
Hi,I recently placed an order with Chewy that resulted in me having to request a replacement order due to the delivery service that was used. On August 23 I placed an order on Chewy which was shipped via Ontrac. On August 25 I was notified via Chewy that my package arrived. I was home at the time and nobody knocked on my door to notify me that a package was delivered. I checked my tracking number on the Ontrac website only to see that they left my package in the lobby, as they took a picture of it for proof of delivery. I went downstairs to go retrieve my package but it was gone. I contacted Chewy immediately after, via chat, to address this issue and placed a reorder free of charge. Hours later my order shipped and once again it was shipped via Ontrac. Also, that same day I notified Ontrac of this inconvenience and I left delivery instructions with Ontrac to ring my door bell if they're going to deliver my packages in the future. On August 27, my order was delivered but not at my door, because as I was coming in to my building after a long day of work, my package was left on top of the mailboxes in the lobby. I live in an apartment building with 26 floors and over 200 units on each side, people steal packages all the time. I left specific delivery instructions for this very reason and they still did not adhere to them, so what was the point? On August 28, I received a response from Ontrac customer service basically saying that according to their records, my package was delivered and a photo was taken for proof and to contact my seller for assistance as they closed their investigation on this matter. That infuriated me. I've had problems with this company before for this very reason, seeing as Lasership has bought Ontrac and I've had many incidents with Lasership and they're delivery practices. I just want them to take accountability for this mishap, because how I'm feeling right now is that I don't want them touching/delivering my packages at all.
Business Response
Date: 09/03/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Corporate Escalation Specialist
******************************
Customer Answer
Date: 09/07/2025
[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. An investigation was issued the first time I contacted this business and nothing was solved. Hopefully this time some changes are made regarding their delivery practices.

Regards,

****** ********
Initial Complaint
Date:09/01/2025
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.
They were supposed to deliver items from *********. When the package was delivered, it had been opened and retaped. Upon opening the package it was stuffed with a bunch of Gap toddler items (which Im assuming were also stolen from someone elses package that the thief couldnt use). My items were stolen by someone that works for this company between the time it left ********* and was delivered to my door (I have cameras to prove the items werent tampered with after delivery).
Business Response
Date: 09/02/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Corporate Escalation Specialist
******************************
Customer Answer
Date: 09/04/2025
[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: 23823332

I am rejecting this response because: received a response that I would hear from them within 2 business days with an update and have received absolutely no communication. Also, conveniently enough, I have another package from ********* that used this same shipper and it was out for delivery today, but here it is at 9:30pm and have received no package. Unbelievable that this company employs thieves and does nothing about it. I will continue to ask every retailer to not ship with your company.

Regards,

***** ******
Initial Complaint
Date:08/28/2025
Type:Service or Repair Issues
Status:
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.
This complaint is in specific regards to the Secaucus, ** location:A package was ordered and subsequently shipped through LaserShip, which also goes by the name of OnTrac. The original order was made on Aug 10, 2025. The shipment was marked as delivered on Aug 16, 2025. However, there was never an attempt made for delivery. I live in a large condo complex with doormen present 24/7 and constant video surveillance. No delivery driver ever attempted to deliver the package and yet it was still marked as delivered. I contacted the company via the only possible method, an online webchat function, and they stated that, after an investigation, the package has been deemed lost, and that I should contact the seller. No responsibility. No assistance. Just deflection. After contacting the seller on Aug 21, 2025, a replacement order was reshipped, again with LaserShip/OnTrac. ONCE AGAIN, the package was marked as delivered on Aug 27, 2025 but was NEVER delivered. This company is either a scam, or the people working there are outright thieves. They take no responsibility and provide no further information other than we are no longer in possession of your package, please contact the seller. They do not have a corporate customer service phone number and if you try to call the location itself, they never answer the phone. This has led to several hours of wasted time trying to rectify the situation. I have never in my life faced such inadequacy when dealing with a business, and the people responsible should, in reality, face criminal penalties for loss and/or theft of several thousand dollars worth of merchandise. In researching this company further, I am not the first ****** to have a similar complaint. In fact, it appears this happens more often than not. This company should be shut down for lying about the service they provide, having no accountability and repeatedly costing people time, money and effort.
Business Response
Date: 09/02/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Corporate Escalation Specialist
******************************
Customer Answer
Date: 09/03/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is generic and meets the bare minimum of a response. It is an acceptable response, but the company continues to take no responsibility or actionable measures to correct the repeated problems they create.

Regards,

******* *******
Initial Complaint
Date:08/27/2025
Type:Delivery Issues
Status:
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.
The shipper says package was delivered on 8/27/25 (today) at *****pm but its only 8:31p at the time of this message. The shipper updated the delivered date to 8/28/25 at 12:32am which is tomorrow.There is an image posted of my door. But there was no package when I got home. This doesnt make sense. If the package wasnt delivered, why is there a an image of my door? There are multiple complaints about this shady shipper.
Business Response
Date: 09/02/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Corporate Escalation Specialist
******************************
Customer Answer
Date: 09/02/2025
[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:08/26/2025
Type:Product 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 delivery from **** was EMPTY. The delivery individual also tried to stay out of my camera but their face is clear.
Customer Answer
Date: 08/28/2025
The seller replaced the items, but I want my complaint to stand - interstate commerce =federal time. This business needs to be dismantled, it clearly a laundering front for something.
Business Response
Date: 09/02/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
*****
Corporate Escalation Specialist
******************************
Customer Answer
Date: 09/03/2025
[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: 23801777

I am rejecting this response because:

This company is CLEARLY some kind of organized crime money laundering front, and not an actual service provider.
they accept ZERO responsibility as the theft that is likely 99% of the experience. If the resale value is inconsequential then the package will be delivered. DO NOT order anything if this firm is the delivering party, it WILL be stolen and resold. It is their actual business model, a sweetener, if you will to their real operation, layering and reintegrating cash proceeds from drug dealing and human trafficking. Im sending a tip to the *** though its likely they operate with their blessing.

again, be warned - this is not a genuine, actual business, its a cover and they WILL steal your merchandise and tell you to contact shipper.
Regards,

**** *******
Initial Complaint
Date:08/24/2025
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.
OnTrac contracts with Chewy to deliver pet food and medicine. The drivers refuse to ring doorbells after dropping deliveries at your front door, even in 112 degree heat. They assume you will check your email for the notification. Chewy says they will contact OnTrac to instruct them to ring the doorbell. Still does not happen.
Business Response
Date: 08/26/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
******
Corporate Escalation Specialist
******************************
Initial Complaint
Date:08/22/2025
Type:Delivery Issues
Status:
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 a dress off of **** 8/8/25. It was shipped with OnTrac. They started sending me failed delivery messages 8/11 stating that they failed to deliver due to driver safety concerns or signature needed. There is someone always home and we have cameras. There was no delivery attempted and no safety concerns. We live in a nice neighborhood. There are no loose animals or people running around with weapons. I got the same message 8/9 and contacted OnTrac. They said that the package was missing and they would open a ticket. I got the same "failed attempt" message clear through until the 18th. The 19th it said they delivered the package. The package was not delivered. I even contacted them and asked for the "proof of delivery" picture that most reputable companies take and they could not show that to me. If you look at the complaints and reviews about this company they are horrible and a lot of the complaints are the same. I contacted them again and they said they would open another ticket. You cannot talk to a person. I will never see this item and I am fortunate that it was not expensive. I am not sure how this company continues to operate and how this is not considered mail fraud and theft. Also, they change the tracking information after it is all said and done. They change it to delivery delayed and take away the failed attempt due to safety reasons. It is very aggravating and I suggest people check and make sure that if a seller is using this company, then don't buy from them.
Business Response
Date: 08/26/2025
Hello,
Please find our response to this complaint. Please reach out should you have any questions or concerns.

Thank you,
******
Corporate Escalation Specialist
******************************
Customer Answer
Date: 09/05/2025
[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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OnTrac is BBB Accredited.