No more OnTrac!!

[lhende]

Does the sephora community need to get an online petition started to get sephora’s attention to stop using ontrac? Maybe if we get 500+ signatures, they’ll finally get the message. I’ve been a vip member for over 5 years and about to start using other beauty/skincare websites solely because pf the repeate shipping issues with ontrac. I’m shocked that sephora is okay with so many unhappy customers. Ive had packages delayed by a week and when I lived in an apartment, they would leave packages on the sidewalk in front of the building. Naturally, they were stolen. Never have these issues with fedex or ups (and for context, I shop online 3-6 times per month). 

Spoiler

[MarkieSparkie]

@lhende Sephora continues to use OnTrac despite their ABYSMAL track record of delayed and/or missing packages. I’ve had two packages from Sephora both marked as “delivered” while I’ve been home to receive them and rest assured there was NO delivery driver at my home or any package(s) left. OnTrac customer service is a joke. Sephora should take this more seriously. We pay a LOT as Sephora customers for them to continue a partnership with such a shady company. Just look up OnTrac reviews online! Please sign the Change.org petition to urge Sephora to cut ties with OnTrac! 

[Anonymous]

I lost several packages from Ontrac in a month. After I moved to a new place, I NEVER received packages shipped via Ontrac.

This time, when I saw the package was out for delivery, I specially waited at my place with gate open. I didn't see Ontrac courier came by while it showed delivered??? Delivered to where????? It makes me super nervous shopping online. Could you please stop shipping using Ontrac? I am really mad with Ontrac!

OnTrac company will give you the same reply that their records shows the driver was at the area at the delivery time. I have a bunch of letters. So I called the company's customer service, but there was no help at all. I really think Sephora should have a deep criminal investigation on the ONTRAC courier company and stop using OnTrac. I don't have any issue with UPS/USPS/Fedex.

[MarkieSparkie]

 Sephora continues to use OnTrac despite their ABYSMAL track record of delayed and/or missing packages. I’ve had two packages from Sephora both marked as “delivered” while I’ve been home to receive them and rest assured there was NO delivery driver at my home or any package(s) left. OnTrac customer service is a joke. Sephora should take this more seriously. We pay a LOT as Sephora customers for them to continue a partnership with such a shady company. Just look up OnTrac reviews online!

[tiggi]

I agree with this! 

My neighbor has a camera on his porch (we share a porch) and no one ever came to deliver anything, yet the status on ONTRAC says it was delivered. To add further insult they only put FD as the initials in the delivery area, so I'm more than confident the ontrac courier stole my package. The rep from ONTRAC kept insisting that the driver delivered it but I told her FD can mean front door, or FAILED DELIVERY. 

The biggest problem is that the boxes say SEPHORA on them, and ontrac couriers aren't stupid, they know when the promotional sales are and notice an increase in SEPHORA SHIPMENTS! That means they have more goodies to STEAL. I've already started an investigation with ONTRAC but the moment they heard sephora was going to re-ship with me they just GAVE UP. It is the WORST COMPANY ever to deal with, ONTRAC couriers DO NOT have to technically abide by any rules since they are only contracted. I did so much research into this and even asked many, many, neighbors and online through forums if anyone got their sephora packages in Portland, OR and NO ONE has!! WHY?

Because ONTRAC couriers are STEALING packages and marking them delivered. I really wish Sephora would do a deep criminal investigation on the ONTRAC courier company because this has been going on for too long! Even in Redmond, OR a man working for ONTRAC was busted with over $30,000 worth of stuff that he 'supposedly' delivered. 

If only ONTRAC held their couriers accountable to standards such as USPS or UPS or Fedex and was federally regulated we wouldn't be losing our stuff left and right. I'm sure Sephora is aware of all of the 'missing' packages that ontrac has 'delivered', BUT PLEASE DO SOMETHING ABOUT THIS! I wanted to escalate this matter to someone in the Sephora head operations team because this is RIDICULOUS! We are easy pickings as consumers because the boxes say Sephora (I know this its a marketing ploy cause branding is important), but the problem is just the courier service. 

[sdperez]

So I came on here specifically looking to see if other people have still been having issues with OnTrac, because once again, they've lost my package. This is the third time this has happened to me in the last 2 months! I now try to make sure to choose USPS ground shipping, but I completely forgot to do that for this last package and it gave me flash shipping by default. I even paid the $15 subscription to get free 2-day shipping, for what? To get my packages consistently delayed or lost? It's utterly ridiculous.

[ZakiyaBT]

Hi @sdperez,

I am sorry to hear about your package! I will send you a PM for further assistance.

Best,

Zakiya

[audduk]

They are the worst. My Sephora packages have always arrived on time, except for today I went to see why because OnTrac was used. If Sephora continues to use them, I will take my business elsewhere.

[Marrrryyyyy]

I agree!!! ontrac sucks!! My items are always delayed or lost in transit. You would think that sephora wants their customers happy...

[Asmcbride]

I am sick of it too

[melissabt]

Hi lhende,

Thank you for taking the time to leave your shipment feedback about Ontrac. I am truly sorry to hear this and I will be sure to share this with the appropriate contact within our company. I will also be send you a message momentarily. Thank you for your patience throughout this process it is greatly appreciated.

[NewObsessions]

Brand new to Sephora and the latest Victim of Ontrac botched delivery... makes me super nervous to shop with Sephora online. 

Ontrac says its delivered and I specially stayed home(skipped going to work), kept my door wide open and no one came by to deliver, but ontrac says its delivered!

I hope Sephora takes a note of it specially since I am not the only one experiencing this.

[keelybt]

@NewObsessions Oh no! I will look into this for you and send you a PM with more information