Complaint: Logistics failure, not reputable

on 23 July 2022 about OnTrac in category Parcel Couriers

New complaint
Complaint pending
Complaint resolved
Complaint closed

My complaint:

Ordered an inexpensive women’s accessory from the UK (around U$40). Seller was known to me and reputable. Primary delivery agent was DHL Express. Due to delivery address not in DHL range they assigned to OnTrac. DHL processed within 2 bus. days of arriving in USA and handed over to OnTrac with new tracking ID. Over a week passed without me realizing there was a problem. Initially inquired if they could hold for pickup but OnTrac claimed they never received the package. Opened cases w both DHL and OnTrac but both were closed wo resolution pointing to OnTrac’s failure to perform. As indicated in their website OnTrac had all the package details including description of the contents except for package itself. Suspect fraud by OnTrac that package went missing.
Previous experience with Amazon.de or Amazon.fr as the shipper, this never happened because those companies will refute such an excuse from subcontracted delivery agent (additionally those shipments were higher $$ value).
Wanted to file DHL claim but that’s difficult as the consignee as I didn’t directly order it.

Suggested solution:

Find the package and make available for delivery to me.
If not, apologize for failure and reimburse seller the shipping costs.

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