Ontrac - Packages did not show up

[ngqTran]

I made two orders on 3/9, one order on 3/15. The order on 3/15 was delivered on 3/20 by UPS (I got emails from UPS updating my tracking). The two orders on 3/9 (came with 3 deluxe size lipsticks) said they were delivered on 3/14 but they did not show up. The tracking number looked different than normal (Normally Sephora uses UPS or USPS, but not this time).I tried to look it up, turned out OnTrac Tracking service. There are a lot bad feedback about this OnTrack, many packages were never delivered. I have just contacted Customer Services, the lady was helpful, assisted my reshipment. Although I was very unhappy because most of my selections and promotion items were out of stock, so I had to cancel one order. Why Sephora chose such a bad carrier?

[DaneeBT]

Hi @ngqTran,

I'm really sorry to hear you didn't receive your orders that were placed on 3/14! But I'm glad one of our representatives was able to resolve the issue for you. I appreciate your feedback regarding one of our shipping carriers, OnTrac, and will forward this to the appropriate department. If you have any additional questions or concerns, please send me a private message. Thank you!

Always,
Danee