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. Smiley Happy

Re: OnTrac?

(0) Hearts

Sephora needs to ship via ups again. My package says delivered to mailbox located outside of my apartment complex where anyone can take it. I spend money to buy your products when some random person walking by can take it for free. They probably have a contract with ontrac and can't do anything even though they lose/ deliver late so many packages. From what i've seen, ontrac has no experience and contract people who do not know how to deliver a simple package. I ordered from sephora thinking they had the same good service as before but even the customer service reps are outsourced who read out of a manual. Now i have to wait 4 days to even claim that i didnt receive my package and get a refund and go buy those products at bloomingdales/ nordstrom. Nordstrom has free shipping on everything and better customer service. Bye sephora. 

Re: OnTrac?

(0) Hearts

I've had the same issue with OffTrack. I just opt for USPS delivery when I can. OffTrack has done so much in the past year that I try to avoid them like the plague. The last straw was when I watched the offtrack van pass my building by without stopping and then marked my package as undeliverable (aka, no body there). The car didn't even slow down. I called the OnTrac customer support and reported him.   

 

As far as Sephora, have the issue escalated. If the SA is not able to help you then get someone who can. 

Re: OnTrac?

(0) Hearts

I won't buy anything online until Sephora changed delivery methodSmiley Sad

Re: OnTrac?

(0) Hearts

On trac delivered my package to someone else at the time I was Home! And they marked delivery description as foreign, I ask Sephora CS they said that's mean the one get my package don't understand English! I lost my two packages at sametime and at that day i get 3 other packages from UPS!!! How could they just give someone around my house!! 

Re: OnTrac?

(0) Hearts

Im supposed to get my package today but nothing :-( nobody is replying back to my emails :-(

Re: OnTrac?

(0) Hearts

Waiting for my package. It's been out for delivery since 8am. =(

Re: OnTrac?

Ontrac said my order was delivered to the front desk at my office..... I am the only one at the front desk and the order was never delivered. I got my purchase refunded from Sephora and they were super nice about it. I am just bummed some ontrac driver ended up keeping my order or delivering it somewhere else. No signature or name for the delivery.... Sephora please use someone else to deliver your orders!!!!! These people are thieves!

Re: OnTrac?

(0) Hearts

One advantage to me moving to the east coast - they don't use Ontrac.  Yet.  I always eventually got my orders, but frequently they would mark it as delivered when it wasn't.

Re: OnTrac?

Checked online and the ontrac website said they tried to deliver it at 7pm today and I wasn't home so they'll try tomorrow. I WAS HOME!!!  :-(

Re: OnTrac?

(0) Hearts

Has the following happened to anyone who calls Ontrac about the whereabouts of their package? 

 

The CS agent refused to answer any questions regarding my package because it came from Sephora. He says that Ontrac is contractually bound by Sephora to redirect all inquiries to Sephora CS in order to maintain the quality of customer care that Sephora is known for. But if my package came from Amazon, he is free to answer any questions I have. 

 

My first and hopefully last interaction with Ontrac is off to a strange start...to say the least. 

 

Re: OnTrac?

[ Edited ]

Yes, with my first ontrac package they tried to deliver it in the wrong city. Ontrac told me the same thing. I had to call sephora's CS, and then sephora's CS had to call ontrac to see what was going on. She put me on hold while she was talking with ontrac, so I never had to hang up and wait for a call back. Sephora's CS rep handled it well for me. 

Re: OnTrac?

(0) Hearts

I see! Thank you for the info, which is much more reassuring than my phone call to Ontrac last night. Smiley Very Happy

Re: OnTrac?

(0) Hearts

I just checked at 9:30 p.m., and Ontrac left my Sephora package outside sometime between 6:30 p.m. (when we checked the mailbox) and 9:30 p.m. The delivery person was in such a hurry that he did not knock, or even mark the package as delivered (I signed up for email notification of delivery, and have been checking my email all day.) *Sigh

Re: OnTrac?

(0) Hearts

At least you got your package....*sigh* They "attempted" to deliver the package at 9:50pm tonight. By attempt I mean they drove by and saw there there was a security gate and left. I had my door open all day to hear if anyone was trying to deliver the package. Additionally I have a phone number on the box for them to call if they are at the gate. I've even given a phone number to the Ontrac office for whenever they have to deliver a package to call the number. They used to call for a while...now not anymore. *sigh* Alas I wait till tomorrow.

Re: OnTrac?

(0) Hearts

  I hate that sephora uses ontrac. I ordered online Wednesday and because of the holiday I won't see it until Tuesday. I believe that's a WEEK! How is that "2-day delivery"! I wish I had the option for UPS. I almost went to the store just to get what I ordered and return the online order. What's the point of having "flash shipping" If it takes a week to get something you ordered. Shame on sephora for using this company. Seriously, I spend all this money on products I can't wait to use. And they show their appreciation by subcontracting to the lowest bidder. The least they can do is not advertise 2-day shipping flash shipping. I paid an extra $10 for nothing.

Re: OnTrac?

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. 

Re: OnTrac?

Try a trail of breadcrumbs.  Smiley Wink  I understand the frustration.  I have the same problem with Ontrac.  It's like they go out of their way to be dumb.

Re: OnTrac?

(0) Hearts

A good night sleep and morning coffee helped Smiley Happy I contacted Sephora last night and asked them to take it back, I don't even want those brushes anymore )) But they are dumb, hands down to that statement Smiley Happy 

Re: OnTrac?

(0) Hearts

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. 

Re: OnTrac?

(0) Hearts

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.

Advanced
You must be signed in to add attachments
Conversation Stats
Photos2
  • polar bear berlin zoo.jpg
  • gund bear polar 10.JPG