OnTrac?

With my last few shipments I noticed that Sephora started using OnTrac for rouge free three day shipping. I don't like the OnTrac online tracking system because it doesn't list an estimated delivery date. So how am I supposed to know if my package is.... on track?

 

If anyone has any advice on how to fix this, I would love to hear it. :smileyhappy:

Re: OnTrac?

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I'm just really pissed with Ontrac. They are "delivering" my 2 day shipping package since Wednesday! Apparently, "the driver is having difficulties to locate your address". I shipped it to work, and I work in a restaurant on one of the busiest streets in San Francisco - Divisadero. There' s huge name sign, and building number, a freaking giant hospital across the street.. UPS, Fedex, USPS, even a driver from a tiny local chicken farm can locate our business, but not the Ontrac driver. Do the need a Google Map? I just don't understand that. 

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I purchased Sephora's Flash shipping option. My first delivery using Flash shipping didn't arrive. Ontrac indicated that it was delivered. However, I know that they didn't ring the doorbell because my phone is tied to the doorbell. I have been on hold waiting to speak to an Ontrac representative for over 58 min. I plan on contacting Sephora and asking them to deactivate Flash shipping. I don't care if Sephora keeps what I paid for Flash shipping...I just want them to deactivate it and I want to get what I ordered. Had I seen this thread or this twitter feed: https://twitter.com/OffTracRob I would have not ordered Sephora's Flash shipping. 

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On Trac is the worst.  After doing a shoddy job of delivering to my address for over two years now, today, On Trac decided to mark my package as "undeliverable."  I really don't get it.  They've delivered there dozens of times in the past 6 months, and now they can't find the address?

 

2 day flash shipping isn't really a perk when they can't get it to you in 2 days because they don't know how to use a gps.

 

Also, my address is in South San Francisco, for Christ's sake.  We're in the epicenter of the "disruptive" economy.  Can you just pay some uber/lyft drivers to take merchandise from retail locations and do delivery runs?  It has to be cheaper than what you're paying the jerks at OnTrac and I know it'd be more efficient.

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Sephora please switch back to UPS. Ontrac is horrible and has a horrible record of not updating tracking, lying about deliveries, and carelessness with packpackages from damage to complete loss. I would rather pay for shipping as a Rouge member than deal with Ontrac. I was very disappointed when I saw they would be delivering my package. Go back to a more trusted carrier, any one but Ontrac!

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Not only did Ontrac not deliver my package, but they never attempted to deliver it! They claimed that they couldn't find it with Google maps! What shipping company only uses Google maps...Maybe I should start a shipping company if that is all it takes!? Even my pizza delivery driver can find my house, yet they cannot? I received no help whatsoever. Even Sephora was of no help. All they did was tell me I can re order it and be refunded the other purchase once THEY (sephora) receive the package! Why is it I am charged for a package they I never received, yet they don't have to return the money until they receive it. Sephora lost my business because of this. I would continue, but if they will not use a reputable shipping company, than I will not support them. Especially, after the way sephora handled things, and did not help me at all. They just said, "yep, looks like they are sending it back, nothing we can do". I have NEVER had this problem with UPS, who normally ships my Sephora packages. Shame on Sephora for associating themselves with this company, and continuing to use this company after many complaints from many customers. I guess the customers do not matter to Sephora. Ulta, Macy's, and Beauty.com, will now be getting my business. 

Re: OnTrac?

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Ontrac pays by the piece to "subcontractors" aka unemployed desperate people.  It's virtual indentured servitude so they can keep prices low.  Amazon uses Lasership, a version on the east coast, which is exactly the reason I no longer do business with them if I have any other, even significantly more expensive, option.

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Hmmm. I'm on the east coast & all my Amazon packages come from USPS. I'd die if Ontrac came to the east coast. 

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east coast has a version of ontrac called lasership. barnes and noble uses them, but I've never had a delivery from lasership anywhere else I've ordered.

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I know, Bratknts mentioned it above. I just never got my Amazon packages from Lasership, they all come USPS. My prime renewal is coming up in a few months, I might reconsider if my packages start coming from Lasership. 

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I don't think prime or not prime matters for lasership.  My mom has prime and I don't and both of our packages come USPS.  I think it's probably regional.  Like maybe the east coast has it, but not the whole east coast or something.

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I just checked & they do service my area. I really hope Amazon & Sephora don't start using them near me. :smileysad: 

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I think OnTrac is mostly west coast

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I'm with you. The last time ontrac delivered for two days they claimed to make delivery attempts at 9:30pm the first night, and at 10:45pm the second night before finally delivering the third day. Another time they claimed to have delivered a package when they had not. I hate having to deal with them. 

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same, I've had an incident where it said delivered but I never received the package. I called their CS and they said they will contact me back after they talk to the delivery person. Never called back. I also had another incident where I had a sign on my door stating to deliver all packages to the front office. They still left it at my door.

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What ended up happing with your order that was never received?  I recently had the same thing happen where Ontrac said it was delivered to my front door and I never received the package. I contacted Ontrac and they gave me the standard reply that they were "researching" it.  I called Sehpora customer service hoping they would be of help but they were just as bad.  The lady told me with a laugh it would take Ontrac at least 7 days to look into it and didn't even ask me for my name or order number.  I emailed Sephora with my complaint and they replied that Ontrac sent someone out to look into it and I should be hearing back from Sephora whether my order will be cancelled or reshipped.  It's been over a week now and no word from Sephora or Ontrac and two weeks since I actually placed the order...so much for the perk of 3 day shipping as a VIB Rouge member.  I expect this from Ontrac since I've had issues with them in the past but am extremely disappointed with Sephora's customer service or lack thereof.  

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I would contact a mod on here in then customer service threads. They were able to help me out with my order in a timely manner. I also contacted OnTrac and they never got back to me like they said they would. Horrible service from them.

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UPS usually drops off my packages at the front office (I live in an apartment complex). OnTrac delivered it to my front door and my package is no where to be found. I checked with the front office and they didn't have it either. I called OnTrac's customer service and all they could tell me was what I already knew. They said they will check with the delivery person and call me back. Never called me back. Thanks for the update. Luckily, I contacted one of the mods on here and they took care of it. I now have a note on my door saying all packages must be left with the front office, but with my experience with OnTrac, I do not like it. At all. 

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Your post gave me some hope.  I just an order and was horrified to see that the carrier would be OnTrac, aka "your package was delivered - but not in your city!!".   I'm anticipating that the order I just placed will likely also be mis-delivered, but if that is the case I will contact a mod here.  

 

With OnTrac as the carrier, it looks like I'm going to be doing a lot less shopping online. 

 

Re: OnTrac?

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I haven't ordered anything online from here since they switched to Ontrac.

 

Back in May, I ordered Prada Candy for Mother's day, about a week beforehand. I saw it was being shipped by Ontrac and after a quick Google search, felt super sick to my stomach.

 

Turns out my feeling was right. First of all, a  week after it shipped, it said it was out for delivery in Vancouver, WA. Well I live in Oregon, about an hour and a half south of Vancouver. Second of all, it said it'd been delivered already. Except, it hadn't been. It said it'd been delivered at 2:00 pm, which I knew was totally wrong as I'd been outside warming up my car to go to the store at 2:00. 

 

Called OnTrac and they explained that Vancouver was where their facility was, fair enough. They said that it was delivered and I told them that it wasn't. After a bit of back and forth on whether I was sure, they told me to call Sephora.

 

So then I called Sephora, who promptly marked the other package as lost, replaced my order for free, and gave me some points. Since Sephora can't sent lost packages to the same address, I had it sent to my grandma, who only lives a few minutes away.

 

My replacement came on time. Two days later, we saw that a plant in our courtyard had been knocked over. There was the first package. Not only was it almost two weeks late, they delivery guy threw it over our 6 foot fence.  

 

Since then, I've straight up refused to ever order online until Sephora stops using OnTrac. With as much money as I spend, I want my products to get here on time and in one piece. 

Re: OnTrac?

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My orders have been slower and slower getting in, I really wish there was a warehouse on the West Coast :smileysad: I don't like this promise of "3 day shipping", when in reality it's always longer than that. Sometimes I've noticed the processing with Ontrac takes forever, even though shipping usually only takes 2 days from when they receive the package. My order from Tuesday has processed but still not shipped, which means I'll now have to wait to get it after the weekend!

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