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 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

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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.

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  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.

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

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A good night sleep and morning coffee helped :smileyhappy: 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 :smileyhappy: 

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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!

Re: OnTrac?

[ Edited ]

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.

Re: OnTrac?

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. 

Re: OnTrac?

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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.

Re: OnTrac?

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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. 

Re: OnTrac?

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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.

Re: OnTrac?

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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