OnTrac, a regional shipping and logistics company primarily serving the western United States, has carved out a notorious reputation among delivery services. With FedEx, UPS, and the U.S. Postal Service struggling to keep up with rising e-commerce demands, OnTrac has managed to emerge as a standout — but not for the reasons one might hope. With a dismal one-star rating on multiple review platforms, customers have voiced relentless frustrations about delivery issues, from packages consistently arriving at the wrong address to others seemingly disappearing into thin air. Could there be more behind OnTrac’s high rate of missing or misplaced packages than poor management?
For years, OnTrac has been the subject of frequent complaints on consumer sites like Yelp, the Better Business Bureau (BBB), and Reddit. Customers cite instances of packages left in precarious locations, such as on sidewalks or in plain view on busy streets. Many report that packages never arrive at all, and attempts to file complaints or seek reimbursement are often met with silence or redirected through layers of automated phone systems. “I’ve ordered the same item twice, and both times it was ‘delivered,’ but never showed up,” said one frustrated customer. “It’s as if they’re sending my packages into a black hole.”
Speculation is growing about what might be causing these pervasive issues. There are theories that the problem might stem from employee misconduct, with some suggesting that drivers or warehouse employees may be mishandling or even stealing packages. These suspicions aren’t without reason. Stories of parcel theft by delivery personnel have been reported in the industry, with even FedEx and UPS seeing sporadic cases. But with OnTrac, the volume of complaints about missing packages is remarkably high, raising concerns that internal theft could be part of a systemic problem.
Alternatively, some industry experts point to a potential lack of oversight or sufficient training among OnTrac’s staff, particularly drivers. Delivery work is notorious for its high turnover rates, often resulting in companies like OnTrac having to onboard new, sometimes inexperienced drivers quickly. This could be exacerbated by the company’s reliance on independent contractors, who may not feel the same accountability as full-time employees.
However, internal inefficiencies might also be a factor. Unlike industry giants with sophisticated routing technology, package tracking, and quality control systems, OnTrac may lack the necessary infrastructure to keep up with high package volumes and the accuracy customers expect. Some industry insiders believe OnTrac’s logistical limitations could explain the rampant delivery errors, with packages being incorrectly sorted or dropped off due to outdated systems and overwhelmed hubs.
Still, the scale of problems suggests that OnTrac’s issues may not be solely logistical. It’s conceivable that lack of accountability within the company’s culture, paired with overworked and under-trained staff, has created an environment ripe for delivery mishaps.
For OnTrac to regain trust, the company may need to overhaul its operations from the ground up, emphasizing improved accountability, quality control, and customer service. Without significant changes, it risks not only continued customer dissatisfaction but also potential legal action or regulatory scrutiny.
