Package marked delivered but never delivered?

[ohmygoodness]

I was home all day waiting for a package from Sephora. It was never delivered, but at 9:30 p.m. the website said it was delivered at 8 p.m.I went outside with a flashlight, looked everywhere, no package. I spent two hours on the phone with OnTrac, and they started an investigation. The next morning I got a notification that it had just been delivered. Nothing. I emailed Sephora. Nothing. I don’t know what to do! Has anyone had similar experiences? I consistently have problems with OnTrac (leaving the package in the driveway right behind the wheel of my car or in the bushes next to my sprinkler), and this is the second issue I’ve had with Sephora shipping ever, both during this summer (I had an overpacked, bulging box where everything was dented and some stuff was leaking and got a, “thank you for bringing this to our attention,” non-apology). What do I do? Did Sephora change their previously awesome customer service? Does anyone have any advice?

[RaquelBT]

Hi @ohmygoodness,

I sincerely apologize about this! I'll be sending you a private message shortly to assist. 🙂

Best Regards,

❤️ Raquel

[ohmygoodness]

Do you ever plan on responding to the private message?

[kevinbt]

Hi @ohmygoodness, I can help you! Please check your PM's here in a few moments. 

Regards, 

Kevin

[ohmygoodness]

Nothing has shown up in my private messages. 

[kevinbt]

So strange, it's showing in my sent folder. I will send it to you again.  Try logging out of your account and logging back in.  Thank you!

[ohmygoodness]

Thank you so much!