Fleetoptics: driver lied about attempts to deliver and has sent the item back

[beatricebee]

Hello,

I ordered a package with three items from Sephora on Nov. 19. 
There was one attempt to deliver and when I ran downstairs (I live in a condo building) there was no one there.

I received a text stating that the delivery would be re-attempted in 1-2 days. I received nothing, so I checked the delivery status today: Fleetoptics claims that two delivery attempts were made. This is false. When someone attempts to be buzzed in it goes directly to my phone so I can let them in. There was absolutely no attempt on either days. 

What's strange is that I noticed on Monday (one of the days that the driver claims he attempted on) that a delivery from Fleet was waiting downstairs in the lobby for my neighbour--so obviously, he had access to the condo.

The tracking details tell me that the item has been returned to the sender. After one "attempt"--which was more like a disappearing act--and two falsifications of supposed attempts--I now have no package and a Christmas gift for a family member. I have no guarantees or tracking number for its return to Sephora amidst holiday postal season, so I can be refunded.

I also have every reason, considering the falsification of the courier tracking info, to believe that it may be lost or possibly stolen, discarded by the courier. 

Very unlikely I will order online from Sephora if they continue to use FleetOptics. Amazon went through this with Intelcom several years back--after numerous complaints (and even an article in the Montreal Gazette) Amazon must have addressed it. Intelcom has vastly improved and is now reliable. Sephora needs to do the same. 

I just wish I had my products and wasn't out the money for it. 

[rittach1221]

SAME THING HAPPENED TO ME.

The delivery guy didnt even try to contact me and my package went back to the warehouse according to the delivery guy WAS REJECTED MY THE RECIEVER which is COMPLETELY LIE.

I NEVER GOT MY PACKAGE!!!

And things like that happens from time to time it is not the first time it happened 

so disappointed

[DaneeBT]

@rittach1221 I received your PM but I'm not able to reply as your private messages are turned off. You can adjust your preferences in your settings on a browser, not the app. Thanks! 

[DaneeBT]

@rittach1221 oh no! It looks like your private messages are currently turned off. Please send me a private message with your order number or you may contact us via phone at 1-877-737-4672 or via our live chat for assistance. Thank you!

[rittach1221]

I just messaged you.

I contacted support live chat they did notging about it saying they unable to reship my package that was returned to warehouse. I never even recieved an attempt for delivery

[keelybt]

@beatricebee I will look into this for you and send you a PM. 

[beatricebee]

Here is a copy of an email they just sent to me in response to my email, also enclosed. Sephora is a massive brand (and I have been a loyal fan; still am) but-- they can do better than this. Get another courier, please.

---------- Forwarded message ---------
From: kkl <leekkaren@gmail.com>
Date: Wed, Dec 1, 2021 at 11:36 AM
Subject: Re: Parcel Delivery Inquiries - Tracking Number: 273462239
To: Fleet Optics Customer Service <inquiries@fleetopticsinc.com>
Cc: Karen Lee <k.klee@icloud.com>

The driver is lying. 

The package was never attempted for the two deliveries stated on the tracking site. I receive a buzz code directly to my phone from the lobby entrance and I never received one on either Monday or Tuesday as the driver claims. 

I am disturbed, also, to notice on the Sephora community board that there are over a hundred complaints against your company for this same issue as well as others. Many of these posts have the headline: "Sephora, Stop Using Fleetoptics" https://community.sephora.com/t5/forums/searchpage/tab/message?advanced=false&allow_punctuation=fals...

I will refrain from ordering from a company that uses your service. This happened with Intelcom and Amazon a few years back.There was even an article about it in the Montreal Gazette. Amazon dealt with it because the delivery has been vastly improved and reliable. 

And I will definitely file a complaint with Sephora. I've already reached out tto the Community moderator for their website with a copy of this email. 

Fix your company; hire decent employees and pay them more.

On Wed, Dec 1, 2021 at 10:39 AM Fleet Optics Customer Service <inquiries@fleetopticsinc.com> wrote:

Hi Karen Lee,

We are sorry that we were unable to get your package delivered to you as we utterly understand how frustrating this can be for you. We have attempted to deliver your package 3 times but, unfortunately, all the attempts have been unsuccessful due to no one answering the call panel. 

Unfortunately, your package is returned to sender and we are terribly sorry for any inconveniences this may have caused. ​

If you have any questions, do not hesitate to contact us.
​

Maria 

Customer Service Team

FleetOptics Inc. | Transport & Analytics 

On Wed, 1 Dec at 9:41 AM , Karen Lee <leekkaren@gmail.com> wrote:

According to your website the driver attempted delivery twice (on Nov. 29 and 30th) and was not able to get in. This is entirely false. I can send you my call log. I never received a call from the lobby entrance. I also noticed that another parcel from Fleet had been let in and left in the lobby on. Monday for another resident. Can you please follow-up with me? I would just like my parcel. Thank you.