Issues with OnTrac?

[SimplyAbbyy]

Has anyone else experienced issues with OnTrac? Tracking says that my order was delivered yesterday, but my boyfriend was home all day yesterday and no one came by. We checked our front door, back door, patio - even checked in with neighbors and our leasing office but no package was delivered. This is a little worrisome since the holidays are coming up and those were Christmas gifts..

[MarkieSparkie]

Sephora continues to use OnTrac despite their ABYSMAL track record of delayed and/or missing packages. Please sign the Change.org petition to urge Sephora to cut ties with OnTrac! 

[zurby]

This is so disheartening. I ordered a package two weeks ago and Ontrac supposedly delivered it— same thing. I assumed somebody stole it off my doorstep because we live in a sketchy area and our door has a sign on it that says “do NOT leave packages at door.” The tracking info said they left it at the front door, but I never got it. I assume it got stolen or they just didn’t deliver it. 
I reached out to Sephora and they offered to replace it, with rush shipping because I was leaving town and needed that stuff before I left. Same thing happened again. 
Sephora asked me to wait another day and see if it was delivered later — but regardless, they assured me this package would be delivered by today EOD and it was not. 
It’s very frustrating to see that this has been an ongoing issue for SO many people. For a premium brand like Sephora who is supposedly so committed to providing good customer service, things like this seem completely ingenuine. They reply to so many instances like this, but still use OnTrac despite all the terrible experiences? No thank you. I’m very unimpressed both with OnTrac and Sephora. 

[MarkieSparkie]

@zurby Sephora continues to use OnTrac despite their ABYSMAL track record of delayed and/or missing packages. Please sign the Change.org petition to urge Sephora to cut ties with OnTrac! 

[LaurieBT]

Hi @zurby,

I am sorry to hear this and thank you for sharing this feedback with us! I will take a look in more detail and I'll send you a private message shortly.

Best regards,

Laurie

[Honeyda]

Oh wow! I was sure I was the only one but apparently it’s a common occurrence with ontrac. I tried calling.. 75 min wait. I pay $15 a year for the shipping. I was told to select USPS which is dumb since if you pay for 2-DAY SHIPPING, it doesn’t provide that option. I SHOULD’VE gotten this package Wednesday, it is now FRIDAY NIGHT. I contacted Sephora and Emily was useless, instead preferring to get me off the phone and giving me InTrac’s number. I NEED THIS PACKAGE BY SATURDAY. NOT NEXT WEEK. 

[MarkieSparkie]

@Honeyda Sephora continues to use OnTrac despite their ABYSMAL track record of delayed and/or missing packages. Please sign the Change.org petition to urge Sephora to cut ties with OnTrac!

[DaneeBT]

Hi @Honeyda,

I am truly sorry for the delay receiving your package! I'll send you a PM in just a moment.

Always,
Danee

[DaneeBT]

Hi @SimplyAbbyy,

I'm sorry to hear you haven't received your package! I'll send you a PM to assist you further.

Always,

Danee

[Anonymous]

I am having issues as well order #.  I used all my Beauty Insider rewards in my last order that was never delivered even through OnTrac says it was 4 days ago. My fiance was home during the so-called time of delivery and the door bell never rang. We've asked around to our neighbors, and nothing. I no longer need my gifts because I am on a deadline for a Christmas Eve party and will just buy these items from Ulta in-store. I want my 250 beauty insider points back too. There's a lot of money spent to get those rewards and customers look forward to/rely on those points to make their purchases worth it. I only used them in my last order because they would expire in January - now I regret having placed an order at all. I don't think I'll order from Sephora ever again. 

[MarkieSparkie]

@Ash2012Nand Sephora continues to use OnTrac despite their ABYSMAL track record of delayed and/or missing packages. Please sign the Change.org petition to urge Sephora to cut ties with OnTrac! 

[RebeccaBT]

Hi @Anonymous,

I will send you a PM to further assist you. 

Best,
Rebecca

[EmmyLinn]

Similar issue here! I placed my order on the 9th, and it was supposed to be delivered on the 11th. Ontrac is telling me it will be delivered on the 16th, but it's already been sitting in Vancouver, Washington for 3 days! Honestly, I wouldn't expect either of us are getting our packages. Ontrac is notorious for losing and stealing packages. Contact Sephora customer service directly and request they change carriers, or have them replace your order. 

[DaneeBT]

Hi @EmmyLinn,

I'm sorry to hear about this experience! I'll send you a PM in just a moment to help.

Always,
Danee