DO NOT USE THIS COMPANY OR ANY COMPANY THAT SHIPS WITH THEM. I wish there was a zero star option. This company needs to go.
I live behind a locked gate. You can't get in without calling someone who lives back here or having a key. I am specific in my delivery instructions when I order online. The driver needs to call so I can unlock the gate.
This company has sent 2 of my orders back to the shipper without notifying me of attempted delivery. No phone call or note left on the gate. I was home, but no one called.I had no idea delivery was even attempted. The only way I knew, was when Amazon gave me a refund and asked why I returned two different orders.
Now, I order snow tires online. Took the day off work to be home so the delivery guy can call me to unlock the gate. TireRack's customer service told me I had to call Ontrac to get a message directly to the driver. I have now been on hold for 45 minutes. I am going to lose my mind if my snow tires don't get here today.
*Update - Finally spoke with a person after 50 min. of being on hold. He said the driver got my message and should be able to deliver today. We will see...
** Update 2 - It is now 4:50PM. My delivery commitment time was 4:30. No delivery. I am currently on hold again. This is beyond ridiculous.
*** Update 3 - last night, I put a request to hold my package at the facility. I could not be home for the delivery. I live behind a locked gate, and I wanted to make sure I got my snow tires before it snowed. I was told I had to contact the shipper to get them to confirm the order to hold my packages at the faciliy. I called them at 5:30AM, trying to get this straightened out before my work day. The shipper tried to contact Ontrac, and was on hold for more than half an hour. I finally got a call back from Ontrac at 9:20AM from a supervisor saying that my packages were at the facility and giving me an address where I could pick them up. Then, at 3PM - a driver calls me. He is outside of the locked gate by my house ready to deliver the packages. I am an hour away at work. Now, they are saying I can pick them up tomorrow. This is the worst shipping company I have ever dealt with.