Damaged/ hazardous order from Ontrac?

[Calimakeuplover]

I'm a total newcomer to this site as I typically just buy everything I need in store and don't have any problems with my purchases ever. But the experience I just had with my online order has left me livid. I ordered a bday present for my friend while I've been out of town, and was super excited for her to receive it. I spent over $200 on a fragrance and few other of her favorite pieces but the perfume arrived totally shattered and she said and with the box being full of sharp broken pieces and the intensely strong smell she told me she had to throw my present out. I contacted Sephora who contacted Ontrac who said I have to wait almost two weeks while they apparently investigate what happened. I've never heard of this company before but after a quick google search I was MORTIFIED. They have over a thousand yelp reviews from the different states they service, averaging around a 1.2/5 star score bc customers complain about packages being thrown around, not delivered, and their poor customer service. I don't know what to do now bc I'm extremely anxious about having spent so much money and have it all go to waste like that. I can't even afford to get her a replacement gift until they get back to me about what happened. Needless to say I don't trust this company after reading the reviews and thought sephora would've been more helpful. Has anyone had a similar experience?? I don't know if I should dispute this with my credit card or what to do at this point.

[Calimakeuplover]

I know I got so freaked after reading all the ontrac horror stories! I'd never even heard of them before this. But that's such a great tip. If I ever order from them again after this, I will never order multiple items if this is the shipping company they're going to use.

[NikkoBT]

Hi Calimakeuplover,

I'm so sorry to hear that your order arrived in that condition! I'm going to take a look into this for you and I'll send you a private message shortly. 🙂

[imababymuffin]

Offtrack is terrible, they lose packages often. 

Good thing Sephora is great about replacing everything.

not sure why it would take two weeks? I've had missing and damaged items before and sephora resends them immediately. 

I try to avoid ordering more than one thing at a time but with packages coming in almost daily, things are bound to go wrong. Sephora always fixes the problem.