More OnTrac Problems...Ugh!

[CC84]

Sephora continues to contract with OnTrac despite many of us complaining about them not delivering packages. I was expecting a package today. I was home all day and I have a Ring camera. They marked the package as delivered at 8pm but never even attempted to deliver it, so I know it isn't a question of they delivered it and then someone else stole it. There was no motion, no videos, nothing, and we live in a gated community. Ontrac is flat out lying about delivering packages. Sephora, when will you listen? I had a very expensive item in that package, and ontrac is flat out lying about having delivered it! I sent an email to sephora and also filed a claim with Ontrac. Will Sephora replace my item, and please don't resend it with Ontrac again? I am so mad! Pure dishonesty! And have you seen Ontrac's BBB reviews?? Hundreds of people from everywhere complaining about lost/stolen/undelivered packages. This is seriously my last time ordering online from Sephora, which will severely affect how much I spend here since not all items are available in person in my area. Please Sephora, I love you guys, but this delivery problem is putting your customers' loyalty at risk!

[keelybt]

@CC84 I'm sorry to hear about your experience. I will look into this for you and send you a PM. 

[CC84]

Hi there! Thank you for your reply. No need to contact me anymore because my package magically showed up at my door, but I wanted to make known that OnTrac is super shady, as many others have said on here. I have had issues with them before.

So, they marked the item as delivered last night, but my Ring camera never detected any motion at all. Then, the driver quietly came in this morning at 6:08am to drop my package, which by the way was in horrible condition. Luckily the product inside was not damaged, but the box was half open, and completely crushed at one end. My Ring camera caught footage of him sneaking in to drop the package the next morning, while falsely reporting delivery for the previous night. He flat out light about it! He could have stolen it, or lost it or whatever. When I reached out to OnTrac customer service they said well we see it was delivered so maybe you gave the wrong address. Excuse me? So...if this item had gotten lost or "misplaced" by the driver, then Sephora would be liable for replacing the item, so ultimately your company is losing revenue and customers out of not listening and not contracting with this vendor anymore. They have horrible BBB reviews that are widely spread, as well as many bad reviews/complaints here on the Sephora community. I really wish you would stop contracting with them.

As angry as I was last night, I am glad my package showed but there could have been a chance it didn't, and I don't need that kind of stress for my hard earned money. Unfortunately, I will stick to my resolve of not ordering online at Sephora anymore. If I find it in store, great, if not, I will shop it at whatever retailer has that available, or use the companies I know for sure have never utilized ontrac for their deliveries. I know people say things in anger, but I really mean it. Too bad because I was a Flash subscriber too and adore Sephora and still held up my loyalty to you when I can easily go to other retailers as many customers have. I really hope Sephora will get rid of OnTrac.