She thought she’d get her delayed packages after the holiday rush. She was wrong.

Kenmore, WA — For artist and leatherworker Catlin McNamara, there’s nothing pretty about her experience with the shipping company OnTrac.

“Right now OnTrac has - I believe - five packages in their facility in Kent that are waiting to be delivered,” Caitlin says.

How long?

“They’ve been in Kent since - some of them since the 5th or 6th of December. So, well over a month,” she says.

Packages from Ulta Beauty and the Vitacost store.

“I don’t understand how they could run a delivery company called OnTrac and be so off track,” Caitlin says. “It’s ridiculous.”

We’ve reported before about frustrated customers dealing with long shipping delays.

And now Arizona-based OnTrac has been getting the heat from customers from all over the region for its slow service.

Now Caitlin believes she’s getting snowed by the company.

“They blamed it on the snowstorm after it had been sitting in their warehouse for three weeks,” says Caitlin. “And I said yeah that’s fine this week. But please tell me what was happening the three weeks before that.”

Each day after working in her cozy Kenmore studio, she’s the one who gets hammered like distressed leather by OnTrac’s update system.

“Today I looked online and it says that these packages are going to be delivered by the end of the day today. And that’s what it said literally every day I’ve checked since December 6th,” says Caitlin.

The emails have poured in from all over the region complaining about the company. And we also found this: a Facebook page called “OnTrac Sucks.”

We called the company and asked specifically about Caitlin’s packages and other delays.

In response, OnTrac said:

“Our top priority is and has always been our customers, and we share their frustration with delayed packages. Our team is working to ensure packages move through our network as quickly and securely as possible.”

However, in response to an Attorney General complaint, the company admitted that “deliveries are being prioritized in a first in first out basis.”

And OnTrac’s response to Caitlin’s Better Business Bureau complaint has her worried the packages are gone for good:

“Our records indicate that packages … currently have no movement in our network and are being researched by our facilities and drivers for an updated status. Please be assured, we are making every effort possible to locate the packages. At this time, you may want to contact your Vendor for any additional resolutions they may offer. If located, we will continue with delivery of the packages.”

Yes, the company is taking a beating. So under the sharp eye of security we posted up across the street from one of their warehouses and decided to take another approach: encouragement!

What’s better fuel than Top Pot donuts? And a little water to stay on your a-game.

For driver after driver, we offered up our goods, thinking that maybe a kind word and a sweet snack would work better than harsh criticism.

Those who stopped - packages piled high in an assortment of vans, trucks, and sedans - said they’re doing the best they can.

While we’re at it, we decided we might as well thank delivery drivers from all companies: UPS, even FedEx.

It was actually a great day.

Bottom line, these everyday workers are busting their tails to deliver packages when they can.

As for their bosses in management…

“I would have serious hesitations about having anything shipped with OnTrac,” says Caitlin.

That’s another story that isn’t so sweet.

“I’ve been primarily online. So I know how it is to run an online business that requires some shipping. But I use the post office,” says Caitlin.

We spoke to a contractor with OnTrac who told us the problem is simply volume. Too many packages-not enough drivers.

He said paying drivers more may help, but he’s not sure how high the company would have to go, to make a dent in the shortage.

Email Jesse right now at consumer@kiro7.com

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