MY VALENTINE'S DAY PACKAGE WASN'T DELIVERED: An OnTrac Horror Story

[AvaMarcea]

It seems like every time anything is shipped to me via OnTrac, there's an issue. The last time a merchant used OnTrac, my package was marked as delivered early in the morning, but wasn't actually delivered until later in the evening. So this time, I waited a few hours before freaking out..... No package. And when I called customer service, the super gracious guy who helped me out immediately was just like girl let's get you a refund. As if this is a common problem. So my question is, if this is a common issue, why is Sephora still using this horrendous service? And also, I've paid the extra $10 for flash shipping. If I'm not only not getting my package within the two days AND I'm not even getting the package, what's the point? Is there a way to choose my carrier, even if it means paying extra? My plan was to start buying my way to VIB Rouge here instead of the Ulta perks but gee whiz. My packages with Ulta always came smashed up but at least they got here.

[RaquelBT]

Hi @AvaMarcea,

I'm so sorry to hear this and I'm glad to hear you've been assisted. At this time, you're able to select USPS as a shipping carrier at checkout. I appreciate your feedback about this and I'll be sending it to the appropriate department to make future improvements. Please feel free to private message me if you need assistance with anything. 🙂

Best Regards,

❤️ Raquel

[AvaMarcea]

Hi Racquel,

Thanks for replying. If I select USPS, it no longer guarantees the flash 2 day (it's then bumped to 2-4 days). Can I then get a refund on my flash shipping?

[LaurieBT]

Hi @AvaMarcea,

I'll send you a private message to look into this further and provide assistance. Thank you!

- Laurie