Beware of OnTrac Delivery!

[g3nuh]

I placed a $200+ order online in two separate orders which was supposed to be delivered on 8/19. I was watching my notifications to make sure I grabbed it when it was delivered but got a delayed delivery notification and by the time I went down to check it, it was gone. OnTrac negligently left my package in a very public space which makes it very easy to steal if not delivered to the front door. They did take a picture but it was a smaller box so idk if they put the two orders into one box? Or if it was a pic of just of one of the two orders. Either way, I didn’t get either package. And I’ve had similar experiences with them in the past where they’ll say the package was delivered but then I don’t actually get it for another day or two so weird. Sephora was really nice about it and offered to resend the items again although some of the samples that I initially wanted can no longer be included. New order shipped yesterday and was out for delivery today. I immediately signed up for text notifications with OnTrac and input delivery instructions to go up ONE flight of stairs and put in front of the door, not difficult at all! I also added a sign to the public area and said please do not put packages here they will be stolen. Now I get a text that says my package is undeliverable due to safety concerns?? I tried reaching out to their customer service and asked why they didn’t follow the delivery instructions and they said the drivers aren’t required to read the notes haha WHAT?? Now it’s going to be another 2 days before they attempt another delivery. I don’t even trust them to deliver the package at all at this point! There’s no one to call at OnTrac it’s all messaging and they no longer offer picking up packages at their warehouse. It’s a bummer but this will definitely steer me away from ordering online from Sephora in the future. 

[DaneeBT]

@g3nuh I'm so sorry to hear about your order experience! I understand this is frustrating and I will share your feedback with the appropriate teams. Additionally, it looks like your private messages are turned off. You can adjust your preferences in your Community settings (on the browser only, not the app). If your replacement package is not received, please send me a private message with your order number so I can take a look.  Alternatively, you may contact our live chat at https://www.sephora.com/beauty/contact-us or call 1-877-SEPHORA (1-877-737-4672) for immediate assistance. If the chat is unavailable, please keep the page open until the next agent becomes available. Please also note for future reference, you are welcome to select USPS as the carrier at checkout if you prefer to use this shipping carrier instead. Thank you!