Ontrac says delivered but nothing is here

[ReduxSquad]

We have safe package lockers, and I never received a text message from my lockers that I had anything to pick up, yet ontrac said it was delivered today around 4:05 (email was received at 8:08 that it was delivered, but tracking says 4:04 delivery time) - I was down in the regular mail room where we have our post mailboxes around 4:30 pm, and there were no packages down there laying around in the open either. Ontrac did not specify a location where they left packages, front door security did not get anything, and, as mentioned before, there was nothing from the paclage lockers. 

The Sephora support guy placed a "replacement order" without my approval, as some items are out of stock and cannot be re-ordered. The most important item I wanted is no longer in stock. I also used 2500 points to get a $100 credit to use. The replacement order is now well under the $100 credit balance, and I also spent more $$ on top of that on the original order. There was no response on a different solution, and the support person left the chat. I am incredibly disappointed in this as I placed this order way before the sale happened, and now items are no longer available; I am out 2500 points and some $$ as there's no one in the support chat anymore. 

I gave him the acceptable options, and they just left the chat, which was - 1 cancel the original order (and now the unauthorized replacement roder and refund me the $$ I spent + the 2500 points if the $100 could not be credited back to my account or 2. refund me the $$ is spent + the $100 to my account so I could place another order using all the $100 rewards I wanted by adding other items. Sounds pretty reasonable, right?? It's now been 15 minutes of waiting in the chat, and it has been saying "1 minute wait time" for all of that time, as it seems the agent left the chat. I also started an investigation with Ontrac but from reading any previous posts, it seems like that won't help at all in getting this package, 

[keelybt]

@ReduxSquad I'm sorry to hear about this experience! I will send you a PM.