Fleetoptics shipping vs Canada Post

[jlhabinka]

There is no way to track my package when Sephora uses Fleetoptics as the carrier. Fleetoptics attempted to deliver my parcel to my place of business in the late hours over the long weekend. I received an email notification at 130 am. My hours are clearly posted on the door. They attempted delivery again after we closed for the day Tuesday. I called fleet optics and they said the tracking glitch is on Sephora side and that they will try 1 more time to deliver this time before we close. Otherwise they will send my package back to Sephora. Not impressed. Never had any issues with Canada Post in the past. Not sure why you have gone with this carrier. Poor business practices and customer support. If it's not broken don't try to fix it... just saying. I cannot sleep at my office waiting for a parcel...what gives.

[joymtl]

I'm surprised you even got through to FleetOptics, they never answer my calls. I am currently speaking to a representative at Sephora but don't expect any help. Their solution is essentially that I shop in store and not order online because all my packages will be returned to Sephora. They are unwilling to even call FleetOptics on my behalf.

[joymtl]

Agreed!!! Fleet optics is the worst…

[Nahnom]

FleetOptics and Sephora Canada have terrible customer services. Agree with you @jlhabinka ! 

[nwilliams835]

I ordered a concealer and powder on January 1st (it’s currently the 12th), I’m Rouge status and I didn’t receive my order until January 6th which is fine but longer than my orders from Sephora usually take to arrive considering I live in the middle of the city, but I open the package and the powder is there, the concealer is not but the packing slip shows that both items should be there, as does all of my order info through Sephora’s app and website, no problem, clearly an issue with Sephora’s fulfilment centre. So I call customer service, speak with a lovely woman who submitted a request to ship out a replacement concealer, I get the order confirmation and later that day it says through the Sephora app that it would arrive by the 7th, on the 7th it then updated to the 8th, by the 8th it still hadn’t arrived but when I look through Sephoras app to track the shipment it just says “on its way” without any ETA, so I reached out to FleetOptics through their website and someone emailed me back on the 10th saying they JUST got my order and that I should expect it within 24-48 hours, but 48 hours later I still have no update and no package. I followed up with FleetOptics again this evening but will be calling Sephora again tomorrow if I don’t hear back with an update, incredibly frustrating that it’s taking this much effort to get a single concealer in my hands when I physically cannot just go into the store any buy it in person as I would very much prefer, I mean it’s 12 days later and I still don’t have my product.

[JaneanBT]

Hi @nwilliams835,

I will send you a private message.

Best Wishes,

Janean

[KristineLB]

I have my packages sent to my PO Box. I have for years. They sent my package by the courier, why doesn’t Sephora understand that with a PO Box, it has to be Canada Post!!!

[KristineLB]

And also, no notification sent or tracking number, usually I get a notification email. What have you done Sephora?

[nfernandesxo]

I am constantly having this issue with Fleet Optics. I live in a low rise condo and they do NOT buzz me to let me know that they are here or even attempt to buzz in to deliver the package to my door. I work from home and I am here all day. I was expecting a package today and when I went to check the tracking it was showing me that it had been delivered. It was not. I have checked my mailbox, my hallway, my lobby and the surrounding mail area and there is nothing there. So my full name and address is just out there somewhere for someone to find. To add to the frustration, I cannot even get a hold of Fleet Optics to find out what is going on.

[joymtl]

I am in the exact same boat, and they don’t give you any options to leave delivery instructions. Sephora makes enough to use Canada post. 

[DaneeBT]

Hi @joymtl,

sorry to hear about this. I will send you a PM.

Regards,

Danee

[KristineLB]

I have the same problem. I live in a condo, I’m not home all day, how can they expect people to be? It’s not something you can leave on my door step or mailbox. They can leave it outside of my patio door, but they should be warned I’m on the 4th floor, the top floor. 

#SephoraWhyOnEarth?

[gl0w]

apparently fleet optics sent my package to the wrong address... . initially I thought my package was delivered to my apartment safe dropped, then stolen. but when I called them the girl said they delivered it to the security/ concierge....well my building does not have a security or concierge!! so they basically lost my very expensive package...delivered it to who knows where. 

[Pandameister]

I just came across this thread and I completely agree!  We are in a pandemic and I am home ALL DAY.  However, the FleetOptics courier is unable to buzz me at my building intercom.  When the delivery tried on Tuesday, my husband was on the phone when they supposedly came but my husband did not hear any interruption that someone was at the door.  I tried to reach them via their website and even gave them my cell phone number to reach me, no one has contacted me.  Today was the second delivery attempt and according the tracking, they came at 9:28am and I WAS HERE, nobody buzzed me.  My husband checked our intercom and it works.  The delivery driver IS NOT buzzing me.  If this courier returns my delivery to Sephora I will be very unhappy.

edited: shipped Nov 3/20, Nov 15 not yet received 

[NicoleNo16]

I have never had a good experience with Fleetoptics either!!! Tracking is horrendous and doesn't even work the majority of the time!!! I am going to boycott shopping from Sephora until they either go back to using Canada Post or a company that is not such a failure as Fleetoptics!!

[KristineLB]

Sephora,

In your attempt to save money on shipping, you have failed to recognize that couriers deliver during the day, when most people are not home. People like me have a PO Box. I live in a Condo and you to call me on the directory to let you in. You cannot expect me to stay home. You sent my order to my PO Box with a courier. Do you not understand that PO Box means Post office box. Only Canada Post has access to the PO Boxes. In this case you need to speak to your distribution centre and give them a STAT memo letting them know this. How many more orders are going to be sent by courier, only to be Returned to Sender by the shipper because it’s a PO Box. You might think you could save money with shipping, but you will lose the over $1000’s I spend each year. 

[Anonymous]

I have the same problem too. I missed a call from the driver today because I was in a meeting. Then I checked the status on my Sephora account it shows "unable to access." I wonder what's the next step to deal with the problem? There is no notification card or voice mail. Do I just wait for fleet optics to deliver it again? I called fleet optics today several times, but the calls never went through. 😞

[DaneeBT]

Hi @Anonymous,

I'm sorry to hear that! I will send you a PM with more information.

Always,

Danee

[Robbiebean]

I got an automated voicemail today saying the driver couldn't access, but no one buzzed (this info would be in the invoice). I was home all day. Canada Post was awesome, why switch to a fly by night with zero customer service and capacity to follow simple instructions? 

Not cool. 

[JaneanBT]

Hi @Robbiebean,

I am sorry about that! I will send you a private message so I can look into this for you. Thanks! 

Best Wishes,

Janean

[maradrama]

Like many other users, I have just had my first experience with FleetOptics and it was a very poor one.  While Canada Post is a little slow, anyone can track their package and they will leave notification slips if they cannot deliver your package.  FleetOptics does not have this option and I have written to their customer service site to complain about the lack of "customer service".  In the end, after 4 delivery attempts, 3 emails, and 2 phone calls, I finally have my package.  I do have to say that the local team lead for FleetOptics was willing to help out and make a delivery after we spoke on the phone.  However, during that time I have contacted Sephora as one tracking reference noted that my package was being returned to sender.  Now I have to wait for my second delivery by Sephora in order to return to Sephora since my first package has arrived.  We'll see if my second delivery is by Canada Post or Fleet Optics (which means I may do nothing, and it will eventually be returned to sender).  Whether or not Sephora is able to escalate our issues to the head office of FleetOptics to improve their customer service, I do not anticipate any improvements in the near future.  How disappointing.