Customer Says OnTrac Is Ruining His Amazon Prime Membership

Brian paid for an Amazon Prime membership in order to expedite shipments. Unfortunately, the company contracted to deliver the goods to him doesn’t seem up to the job.

He writes,

I order books, electronics, etc. from Amazon quite frequently, so I went ahead and signed up for Amazon Prime a few months ago for the free two-day shipping. Little did I know what a pain it would be to actually receive items in two days. I live in San Diego, and Amazon has started using this regional shipping company called OnTrac for West Coast states. To put it bluntly, they suck. I ordered a couple books last week, that package was promptly lost. To their credit, Amazon sent out replacements (via overnight FedEx). However, I had really needed the books quickly, and it was over a week before I got them.

Then last week I placed an order for a new laptop mouse, which, again, I needed quickly for work. I paid extra this time for one-day shipping, and was not happy when I got the “shipped via ONTRAC” email. Not surprisingly at all, I received an email today that OnTrac had attempted delivery, but needed my phone number and gate code before they could bring me my item! I live in a regular apartment building, and all the driver had to do was scroll the callbox to get my name, but apparently that was too complicated. Both UPS and FedEx NEVER have this problem, since they use drivers who know their routes and know their customers. Again, to their credit, Amazon responded promptly and refunded the delivery charge, but the point is that I shouldn’t have had to waste time on this in the first place, and I wouldn’t have had to if UPS or FedEx had delivered the package! I feel like Amazon is just trying to cut corners to save a few bucks on shipping costs, but they’re doing it at the expense of their customers who pay $79 a year to be Amazon Prime members.

I’m wondering if your West Coast readers have experienced similar problems with OnTrac shipping over the past few weeks? Maybe these problems are more widespread since Amazon started using them. Thanks!

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