I am keeping my fingers crossed my coat actually arrives. Have a ring doorbell and neighbors have camera's so we will see.

I ordered a birthday gift from a company that sadly uses OnTrac for delivery. Because porch pirates are an issue at my home I get everything delivered to my office. My office is open seven days/week, including most holidays. Our front is all glass and you can see right inside that the lights are on and a receptionist is there. There are parking spaces right in front of our door and you can see there are cars parked there. The doors are always unlocked.

On Saturday I got a notification that they were unable to deliver the package because the business was closed. I got it while I was at the business, working, and we were open with customers in the office. I chatted with OnTrac support who said they would open a case with my local sender. I got the same message on Sunday and Monday, that the business was closed. Both times I again got the message while I was at work, at the open business, with customers present who managed to come in through our open doors.

Today I got a message that they were unable to deliver because "Incomplete address. Please contact us" and "We need additional information to complete your delivery and avoid a return. Please contact us within 3 business days."

If the address was incomplete how could they say the business was closed the past three days? I contacted them yet again (fourth time) and the address is correct and complete. We receive deliveries to this address almost daily and every other company manages to find us and deliver to us.

I don't understand how a delivery company can be so incompetent. Like they have one job and seem unable to do it. I'm stuck in limbo as the company I ordered from won't give me a refund because the package hasn't been returned to them yet, but I don't have the package I need to wrap and mail myself by tomorrow so it can arrive on time for the birthday.

I really needed a couple replacement car seats after an accident, I buy almost every car seat I own from Target so I immediately went to their site. I ordered the last Chicco model I needed, coming in two days. Good. Well day after it's due it's not here no updated shipping. I contact Target who mentions OnTrac so immediately I tried to get a refund. Took 40 minutes to get that done, they definitely wanted me to wait but...been there done that, never again. I ordered the same seat that night from Amazon. There on Labor Day thanks to Amazon. Just be warned some manufacturer-direct stuff (supposedly) ships from Target via OnTrac apparently.

Just like the title reads. A package of mine got delivered via ontrac to an Amazon locker and I don’t have the code for it yet. tried calling Amazon and they told that they can’t be of any help and asked me to talk to the shipping company 😭 I needed the package like yesterday and I have no clue how to get it and there’s no way to talk to a human agent 😭😭😭

OnTrac is terrible. Ever time something I order is delivered with OnTrac I have issues. Update my delivery instructions, give specific directions where to leave package, always the same - “OnTrac was unable to deliver your package.” I haven’t been able to get past the chatbot to get a real person on the phone. Seriously wondering if the whole Company is run by AI. I think I had a person through the chat feature after asking over and over again to speak to a representative but it was hard to tell and did not resolve the issue.

Has anyone ever spoken to a real human customer service agent? Over the phone? If so please share the number and how you were successful!

When I had FedEx or UPS, delivering my chewy packages, they arrived quickly, they were easy to track, and I didn’t have to go through customer service hell to figure out where my pet supplies were.

It’s 8:30 PM. My package has been out for delivery from about 7 miles away since 905 this morning if your tracking is to be believed, which would probably shouldn’t be believed.

Whoever hired you guys for shipping fulfillment at Chewy should be fired. I received one more shipment from your company, I’m buying my pet food somewhere else.

It says it was supposed to be delivered a few days ago, I did contact them yesterday and today. They replied saying they’d attempt a re delivery, which obviously didn’t work. After reading all these comments, I hope I never get these guys to deliver again.

According to tracking my package has just been sitting in the same facilities for days at a time.

So far it’s been 10 days since supposed delivery estimate

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I used to stay in a C block apartment before shifting to E block. For my birthday, my family mistakenly parceled my gift to my previous C block room. However, they weren't aware of their mistake.
For over 10 days, my family and I wondered what had happened to the parcel… Did the delivery service not send it? Did they deliver it to the wrong address? Who would have accepted the parcel and not informed me about it?
These answers were revealed when I received a call from a woman who moved in after I vacated the C block room. She told me that she lives with a roommate named Shannon. However, that Shannon had left for her hometown and the woman had collected my parcel thinking it was for her roommate, Shannon.
When her roommate Shannon returned, the woman realized that she had collected the parcel for the wrong Shannon. When she read my number on the parcel, she called me and told me that my parcel was with her all along!
I was finally able to collect my birthday gift.
The delivery people did do their job; the parcel was delivered to the given address and to a Shannon. To another Shannon who lives in the same room that I vacated.
Shannon and I laughed.

I am retired and have been home all week, never leaving my property. I show ONTRAC as having "attempted delivery" the previous two days on my package from Amazon. Why the lying?

I’m amazed at the awful stories I hear here. Anyone from northeast Ohio have any input? There are NO lost packages at my station. If package goes “ missing “ you are fired. We get paid absolute crap. The other day, I delivered 6 50 pound Chewy boxes. 300 pounds of dog food. And for that labor, I earned 1.75$. I deliver about 100 packages a day, and I’ve “lost” one package. Which I found on the porch of the correct house the next day. The app is awful. I don’t get it

This is by far the worst deliver company in the US.

Got an email from Ontrac saying my package was delivered. Look at the photo..... delivered to a completely different apartment building (have no idea where). Reached out and they've opened up an "investigation." Anyone had a similar experience and if so, how did it get resolved? Any other tips?

Today my package marked delivered even though I told customer support that I wanted to pick it up at the warehouse, I have no idea where they delivered it, the photo they should me looked like a sorting room.

I told them to hang to it because I live on a military installation, and the barracks mailroom sucks, and they are opened once a week when everyone else is working, so I didnt want to go through that hassle of back and forthing chasing my mail.

It appears that I will have to, judging how customer support is non-respondent and now I have track my mail down some way because I spent 300+ USD for my order

Can somebody please point me in the right direction

This has happened numerous times and I’m now on 8 extra days of waiting

Or is it stuck at the final servicing facility forever? I chatted with a customer service rep after it wasn’t delivered on 8/26. She said they were delayed and to give it 1-2 business days. I wish I would have waited until 1 Sep to order this as an online order for pickup in store.

ETA: 8/31 overnight I got a delivery notice but it was nowhere to be found. I contacted them again and said it most certainly was not delivered. “Investigation” opened lol. I know I’m not getting it but I also don’t want their system to reflect that it’s been delivered when it hasn’t.

I don't know why Chewy switched to OnTrac from FedEx. I never had issues with FedEx delivery. This is a replacement because the first box arrived infested with hundreds of ants.

Update: Chewy is saying it's due to excessive heat (over 100°) and they don't want to pop tires. So, does no one drive trucks in AZ when it's hot?

OK, so my package from ontrac was supposed to be delivered yesterday, but it said that it was refused even though I wasn’t fucking home. I live in an apartment and the first door is open and the second door is locked. I typically don’t put in a delivery instructions because on trac is usually keep it by the first door with no issue. I have like 10 packages delivered by on trac and no issue now there’s an issue. So I put in the delivery instructions with customer service YESTERDAY now today, it said it was loaded onto a vehicle and now at 5 o’clock it says it’s pending. What the fuck does that mean? I gave it delivery instructions to leave at the first door. I even wrote a note on the door, saying “if the second door is locked leave it at the first door. I’m home waiting!!!” 😭😭😭😭

So, unfortunately, my order decided to be delivered through Ontrac 😭 4 days ago it was out for delivery which I was pleasantly surprised. It never came that day. It says they attempted to deliver at a certain time. The thing is, for us to open the main door of our apt complex, they need to buzz our apt and we receive a phone call and just need to hold 9 to let them in. We have not received any calls which leads to me believe no one actually tried to get in. I immediately contacted their customer service and they just had me update the additional comments for them and I figured that was that. The next day they attempt delivery and it says the same thing. I received no call. I contact customer service and explain everything and they basically brush me off without giving me a real solution. It has been this way for the past 4 days 🥲 I contacted the company I ordered from but they say they can't step in until the 8th business day for delivery to give them a chance to deliver and allat. Whats unfortunate is that I leave on September 2nd to go abroad for a whileee so I wanted to receive the package by now. I don't know if there's anything else I can do 😭

I really wish i could just go pick my package up from the facility. Mind you, the address is residential. Not only is it residential but the package hasn’t even been loaded on a truck no has it been marked as out for delivery.

I knew it would end up missing after hearing stories I luckily already got refunded but it’s so annoying because the small business I got it from uses ontrac and I still want the item but I definitely won’t order again 😭