LaserShip - Finished With Online Orders

[Alana14164]

For years, my experience with online shopping at Sephora has been pleasant and relatively fast (about 3 days with UPS).  However, like many others, I have had my first (and hopefully last) run-in with their horrible delivery service, Lasership.  My order was scheduled to arrive Thursday 2/8 according to the provided tracking, although I was confused as to why it wasn't coming UPS like normal.  I didn't think twice, though, since this was the first I'd heard of LaserShip.  Later that day, after my package didn't arrive, I saw that there had been two updates: one saying there had been a delivery attempt, and another stating they needed more information from me.  I double-checked my order information and everything appeared to be correct.  Just to be safe, I sent them an email inquiry asking what information was missing, but it ultimately went unanswered.  On Friday 2/9, I noticed that it showed as out for delivery again, so I waited...and nothing.  I checked the tracking information in the later afternoon which showed an attempt around 12:30 PM.  I work from home, so both Thursday's and Friday's delivery attempt notifications were inaccurate; there was never a doorbell, knock, or even a confused/lost driver roaming around (I can see the front porch to the building from my desk).  I went back to the automated email confirmation I had received and found a phone number to call (which isn't posted on their site).  The first LaserShip rep I spoke with either had phone issues, or hung up on me after about 6 minutes of being on hold as the call was disconnected.  I called back and received someone very helpful and professional, which gave me hope as he said he would place notes on my order to help guide the delivery driver to my front door (which is very straightforward, BTW).  

Fast forward to Monday 2/12 (today).  I decided to find out more about LaserShip while I waited for my delivery to see if anyone else was having similar issues.  Oh boy, did the floodgates open.  After reading about the nightmare issues from other Sephora customers and customers of other businesses, I'm utterly boggled why Sephora has chosen to partner with this carrier.  The Better Business Bureau has given them an "F" rating.  That should say enough.  I had fully prepared to never receive my order after everything I read, but was relieved when someone rang my bell (a rarity for this company apparently) and delivered my package.  Even though this worked out okay in the end for me (i.e. I'm one of the lucky ones), I have decided that I don't want to risk it in the future as long as LaserShip is still being used (at any company, not just Sephora).  No more online ordering for me unless I can be GUARANTEED UPS, FedEx or USPS shipping.  Between shipping nightmares at Sephora, product quality and safety issues at Ulta, and worrying about not receiving authentic beauty products on Amazon, I'm considering just letting myself go.  Life's too short to have to deal with completely avoidable issues such as this.

[RaquelBT]

Hi @Alana14164,

I sincerely apologize about your experience with LaserShip and appreciate you bringing it to our attention. I'll be sending the information you've provided to the appropriate department for future improvements. At this time, you're able to select USPS as your shipping carrier at checkout. Please feel free to private message me any questions or concerns you may have so I can assist. Thank you. 🙂

Best Regards,

❤️ Raquel