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  • I usually use Yelp for positive reviews, but now, I really need to share one of my worst shopping experiences. I placed the order on Nov 25, 2017, with JensonUSA, and was guaranteed delivery on Nov 28. OnTrac messed up badly, and three days in a row, failed to deliver, while the online tracking showed that the package was delivered (see attached photo). OnTrac tells me that their contract with Jenson does not allow the receiver to ask them anything, this must come from Jenson directly! They cannot even check with the driver about delivery status. This is a ridiculous rule. Jenson said this was to protect against fraud, so no one else can ask for a change of address. That is not what OnTrac told me - they said they are not allowed to answer ANY questions about the shipment - only Jenson can follow up. So, the package is supposedly out for delivery, but OnTrac says I cannot ask them to contact the driver, only Jenson can do that, and this is after business hours for Jenson. I have really been give a runaround by both OnTrac and Jenson. All the reps I have spoken to in both organizations have been very courteous, and done what they could to help, but the system is fundamentally broken, and that is what needs to be fixed. Also, if the driver lies 3 times claiming to have delivered a package, when he/she did not (OnTrac tells me it was the same driver all 3 days), couldn't they do something about it? I can understand getting busy with delivery once, but 3 days in a row?
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