Get rid of Fleet Optics, NOBODY is satisfied.

[spatricia]

I've had a terrible time between Sephora CS and Fleet Optics CS this past week. Fleet "attempted" delivery one day but I know for a fact they never buzzed or phoned or tried to do anything. The tracking updated to just say "Exception" and I waited another 2 days just to see if they would re-attempt. I assumed they would. On the Sephora site, that order said "Returned and Paid." Fleet is terrible to try and get ahold of, they only have a general inquiry email form and it takes about 24 hours for someone to answer. I tried emailing Fleet CS first and didn't get a response for 1 day, didn't think anyone would answer, so I talked to Sephora CS. Sephora apologized and said they would replace my package because they said it looked like it was being returned (SERIOUSLY? After not even 1 attempt? No update to the receiver/customer? No re-attempt? They don't have a pickup location at this time I've been informed, they don't leave notice of delivery, NOTHING. Absolutely terrible service and protocol). The Sephora CS rep I spoke to said they actually CAN designate the shipper on their end (which Sephora CS reps have blatantly said they can't on this forum in the past but hey, this one said you can!) and promised to send the replacement via Canada Post. I thought everything would be peachy. Old package was being returned, free replacement with Canada Post which I would receive like normal, no problem, right?

But then about an hour after talking to Sephora CS, Fleet responds to me and apologizes, says they'll put my phone number again on file and re-attempt to deliver the package. I told them no thank you because Sephora was going to fix their problem. 

But then I got tracking updated for the second replacement package and.. OH, YOU GUESSED IT. IT'S SHIPPED WITH FLEET AGAIN. 

I got the original package eventually but I had to literally sit at home all day and stick a giant note on my door with my phone number in giant letters to try and intercept this package because these people do not care or try at all. 

Now Fleet CS is calling me at home and trying to apologize and figure out what I want to do with this second package they have. I might have MORE work on my end if I get the second package because now I have to go and do a return. 

Why the hell does Sephora say they'll do one thing - ship with Canada Post - and straight up lie? I have had to do so much extra work to phone and email and go back and forth between Fleet and Sephora to coordinate all of this, and now it just makes me look like I'm trying to get extra product or something. Fleet CS keeps trying to assure me they have a process but I know for a fact from all their terrible reviews that nobody driving for them does anything by protocol. Why is their mistake my problem now? 

Sephora - NOBODY, none of your customers are satisfied. Axe this company and make good on your promises to customers when you try to fix something. I've been shopping from Sephora with Canada Post for like.. 6 years. NEVER had a problem. 

[DaneeBT]

Hi @spatricia,

I'm so sorry to hear about your recent order experience. I am going to send you a PM to further assist you.

Always,
Danee