Ontrac....

[MallyMal]

I’m posting this in case someone else has this problem, I can’t understand why Sephora is still using them. Ontrac will promise your package by a certain day. At the end of that day, they will update the tracking to “delivered.” But... they didn’t deliver it. Their driver ran out of time, and instead of updating the tracking to expect the package the following day, they just lie about delivering it. The good news is that 90% of the time it will show up the next day. This happened with the last 3 packages I’ve had delivered by Ontrac. They suck, but give it an extra day before panicking about missing packages. And don’t bother calling their customer service, they don’t answer 😡

[Anonymous]

Thank you for posting. Every order I've made from Sephora that was shipped by Ontrac NEVER arrived. OnTrac said it did, but they admit they dumped it out by the sidewalk somewhere. How is that delivery? WHY does Sephora continue to use OnTrac?!?!? Maybe that delivery company is OK in some locations, but not in California. You are guaranteed to not get the package. 

[MarkieSparkie]

OnTrac continues to be a problem and Sephora continues to use them! Please sign the petition to get Sephora to STOP USING ONTRAC!

[RaquelBT]

Hi @MallyMal,

I appreciate you bringing this to our attention and I'm so sorry to hear about your experiences with OnTrac. You're able to select USPS as a shipping carrier at checkout if you do not want your order shipped with OnTrac. Please feel free to private message me if you have any questions. 🙂

Best Regards,

❤️ Raquel 

[chakajon]

I knew I couldn't be the only one. 

I just got off the phone with customer service (thanks Sally). Choosing a different shipping option isn't available for those of us who have Flash Shipping. 3 out of 5 orders since January have been shipped OnTrac. All have been late. All have incorect tracking information. The one in January, said out for delivery 2 weeks after I received it. The other two said delivered, when in fact they hadn't been, nor had there been any effort to make one. 

I'm usually home all day. But for those people who aren't, knowing when a package arrives and having that information being correct can be very helpful, especially when it's not unusual anymore for packages to be taken off a front porch. Two weeks ago, an OnTrac package was out for delivery on Thursday. Since I knew I wasn't going to be home I sent my neighbor a text asking her to bring it in. By 8 pm, no tracking update. I had my neighbor go outside (in the pouring rain, mind you) to check. Nothing. Next day, same thing (sorry to my neighbor for being a pest). Saturday, I was home all day, sitting at my desk (right next to the front door). At 12:30pm I got a notification on my tracking app that the package was just delivered. Hmmm? I didn't hear anything. I opened the front door, nothing. I went down to the mailbox, thinking maybe OnTrac handed it off to USPS for Saturday delivery. Bupkis. Really, OnTrac?

Monday the package arrived, after I had already contacted OnTrac. This is unacceptable.

I said 3 out of 5 deliveries this year alone (the 3 that were shipped OnTrac, the other 2 came UPS). Seriously Sephora, if there's going to be that much frustraion every time I'm expecting a delivery, then it's not worth the trouble. You really need to reconsider continuing your partnership with OnTrac, I don't care how much "cheaper" they may be. In the long run, it will cost you. 

[RaquelBT]

Hi @chakajon,

I sincerely apologize about this and I appreciate you taking the time to leave us this feedback about OnTrac. I'll be sending the feedback you've provided to the appropriate department to make future improvements. Please feel free to private message me your order numbers, for the orders you had that arrived late, so I can assist. Thank you. 🙂

Best Regards,

❤️ Raquel

[chakajon]

I just want to add, the reason I called yesterday was because I am currently waiting for another package that OnTrac says was delivered on 3/12. It wasn’t. I’ve been home all week. You get the jist. This is a pattern, not an isolated incident. This is their M.O. It’s a well-documented, wide-spread problem. What I don’t understand is why some (Flash) orders are shipped with OnTrac, some with UPS.

[RaquelBT]

Hi @chakajon,

I'm very sorry to hear this and I understand your frustration. I'll be sending you a PM shortly to assist.

Best Regards,

❤️ Raquel