I am actively trying to get Amazon to STOP using OnTrac in the Seattle region. My experiences (4 total) have been absolutely atrocious. The first delivery I was to receive, I had purchased through Amazon and used my Prime membership for 2-day shipping. The order was placed on Thursday and was guaranteed delivery by Saturday. Here's the catch: OnTrac does not deliver in Seattle on Saturday. I recognize this as Amazon's error, however, my customer service experience when I contacted OnTrac was enough to sour me on OnTrac indefinitely.
The female representative was disinterested and rude. She eventually said it was not her problem. According to her Amazon did not indicate Saturday delivery, however, even if they had, she informed me OnTrac does not deliver in Seattle on Saturday anyway.
Also, I work for a living, which means I am not home from 7:30 to 5:00 Monday through Friday. When OnTrac attempted delivery on the Monday following the original project Saturday delivery date, I was obviously not home and instead I was working. (1) No notice was left by OnTrac and it wasn't until I tracked my package that I learned delivery was even attempted. (2) When I called to discuss this "attempted delivery," I asked the representative if they attempted to have someone else buzz them in or if they tried the apartment office. In short, the answer was "no."
OnTrac's policy, according to the representative, is to not buzz other apartments because they do not want to disturb other tenants. That's great and considerate, but seriously? I have UPS and FedEx buzz me all the time for other tenants deliveries. This doesn't bother me and I hope that the other tenants would return the favor (and they do). It's part of apartment life.
OnTrac also stated they did not attempt my apartment office. THAT'S WHAT THE OFFICE IS FOR. I instructed the representative to attempt the apartment office on Tuesday, which was successful. But, for a 2-day order placed on Thursday, I did not receive anything until four days later (excluding Sunday of course).
My personal policy now is any time I order with Amazon on 2-day shipping for possible delivery on a Saturday, I check on Friday to see who the carrier is. If it is OnTrac, I call Amazon, they call OnTrac who confirms no Saturday delivery, I replace my order for overnight delivery through UPS, and Amazon waives the shipping charges. It's a pain in the butt, but eventually Amazon will get tired of eating $8.99 delivery charges and hopefully stop using OnTrac.
UPS and FedEx have presented NO problems. In fact, the FedEx employee will leave his number for large items or ones that require a signature because he understands that people work. I've had better experience with DHL even, and that's saying something.