Missing delivery and Poor execution

[Anonymous]

On June 14th I ordered multiple items to be shipped to my apartment by June 18th. On June 18th when I checked out for the night at 11:30 I had not received the package and thought it may be delivered the next day. Today on June 19th I checked my Sephora account to find my package had been delivered at 10:11 PM the previous night, I was in the living room next to the door when this package "arrived" but I did not hear a knock on the 18th. This morning on June 19th I checked in front of my apartment to retrieve the package that was "delivered" to find that nothing was there. I went to the office to see if the driver left it up front but they had not received any packages, and I checked my mailbox to see if it had been placed their but it had not. I called Sephora support to find my options were to either receive a full refund (in 2-10 business days) or receive only the items I purchased (not including any free samples or the Becca primer I purchased with 100 Beauty Insider Points). First off, why are packages being delivered so close to the middle of the night? This does not seem like a good practice to ensure that the customer actually receives their package. Second, why did the delivery driver not knock on the door? It seems like an integral part of delivery to ensure the customer is notified that their package has just arrived. I opted to go with the full refund, despite my dismay that most of the items I purchased were "limited time only" and I will not be able to re-purchase these items until my refund comes in or my next paycheck comes in (next paycheck on the 30th) which risks me not being able to purchase these items due to time sensitivity. I was really excited to start messing around with my new purchases and am truly upset that my package did not arrive and that I am unable to repurchase these items right away. This is the first time I have had an issue with a sephora delivery, and I have been discouraged from making future online purchases with Sephora. 

[AshleyChanel08]

Did you call the delivery company? Since they marked it delivered not Sephora. This sounds like an issue woth the delivery company but I'm glad they gave you the refund.

[Anonymous]

I did call the delivery company, but they said they have a package confirmed status and that they cannot do anything for me. They advised me to contact Sephora support for additional help. I would like to re-order these purchases when I get my refund, but I am worried that this same issue will happen again (also worried that the items will no longer be available), from what I am seeing people are not fans of the delivery provider Sephora uses (OnTrac).

[mrsmouse]

I'm so sorry this happened to you! As soon as you listed the "delivery" time I knew it was Ontrac. They never ring the bell, and would actually throw my packages in my yard instead of taking them to the front door. I know this doesn't help your current situation, but I have started indicating in the shipping area for my packages to be delivered via USPS. It typically takes 1 extra day, but then I'm not worried about my packages being damaged or stolen out of my yard. I hope the refund happens quickly and that you're still able to get the things you want!