STOP USING ONTRAC!!!!!!!!!!

[nabar]

Why is Sephora using Ontrac for shipping?!!!!!! I know you guys are getting tons of complaints and I don’t understand why whoever is in charge of operations would decide to use a shipping service that has literally 1 star reviews on every platform. And that’s only because the review services don’t allow you to review with NO stars. The drivers are claiming to have delivered packages but they are lying and also stealing the packages. 

I ordered stuff from Sephora and can’t get my items because the Ontrac driver either steals my package himself or leaves the package on the sidewalk instead of taking it into my building, and I live on a busy downtown street in a major city.

I’m so frustrated because the ONLY foundation I use that matches my skin tone and doesn’t make me break out is only available online.

I called customer support and all they could do was re-ship and tell me to pick up my package at an Ontrac pickup location, the closest one being an HOUR drive away from me and I don’t drive!!!! They don’t even give you the option to select a different shipper. This is terrible service from Sephora just because they want to save a few bucks. But how much are you saving when you have to keep reshipping stolen packages. This doesn’t make sense!!!

Sephora please respect your customers and stop using Ontrac just because they’re cheap. The drivers get paid $1.25 a stop and don’t care about your customers. 

[TTlyne]

If many consumers report them at the Better Business Bureau, they can shut them down because it protects the interests of consumers.

The Ontrac employees kept losing my packages and did nothing about it, but the sellers kept using them because they were cheap. 

[catknees]

Couldn’t agree MORE!!  OnTrack is the most unreliable delivery service, so why is SEPHORA using it to ship incredibly pricey products. How is that part of their business model when they lose money from people having to re-order at no cost? Why not something like USPS at at least have us pay a few bucks for something that will ACTUALLY get here. Nobody has time to spend on something this unreliable so why make that even be a thing? And I doubt they even go through these forums but if by chance they do. PLUS CHANGE THE SHIPPING PROVIDER ASAP. 

I can’t be ordering Dior and Gucci cosmetics while getting this $2 per stop shipping. Do you not see the huge dent in your business model? A huge company using something like OnTrac???? Do better. This is ridiculous. 😒 My package has already been lost and now I have to drop off someone else’s package OnTrack dropped off. Wish I could be compensated for the gas I will be wasting on doing OnTracks job 😍

[TannerLee]

I completely agree! Ontrac is the worst company. A couple of my products were swiped from a delivery a few months ago. I though maybe Sephora just forgot to put them in since they are busy. None the less, they resent out what was in stock. Fast forward to this past Labor Day and I decided to make two separate orders(one prior to getting paid and one after). I have been anticipating the delivery of these products. I get a delivery date and get notified the moment it delivers. On BOTH days, I received empty boxes! I knew better and decided to record me opening the boxes. Both boxes stated they were 2lbs, but noticeably were not over an ounce. I call Sephora both times right after the packages were delivered. I also requested them not to use Ontrac which the reply was that they have no say on who delivers the product. At this point, I would rather have USPS deliver it since I know I will at least not get an empty box. I have called Ontrac with the current and past tracking number to complain to them directly. I want whoever responsible to be held accountable! I have a meeting with a manager from Ontrac so this driver can be fired. Also, the reason behind them stealing according to the lady on the phone from Ontrac is that they are not direct employees! They are contracted the same way an Uber or grub hub driver is. 

[DaneeBT]

Hi @TannerLee,

I'm so sorry for your experience with OnTrac and thank you for sharing your feedback with us. In reviewing your account, I see that you were recently assisted with your orders. I will also forward your feedback regarding OnTrac to the appropriate teams.

Always,

Danee

[nekopunch]

Agreed.  Waited all day for a package  It was 8pm with still no package in sight but didn't worry because both the sephora and ontrac website said the package was still en route.  I take a shower and at 850 pm I see that there is an email  from sephora saying the package was delivered.   I run out and NO package.   i check en trac and they said it was delivered at 657 ?   Yet sephora didn't get confirmation until 850 ?   Something really fishy going on .   Not going to order from them again  

[TheSunDrop]

I'm debating on placing some ordere, too. It's not worth it if Sephora will use OnTrac. I hope they've kicked OnTrac to the curb by now, just as OnTrac does with my packages, instead of delivering them to me. 

[brachanam99]

It SUCKS. I just canceled an order because the tracking shows my package has been sitting in a city 30 minutes away from my house for THREE DAYS. It was supposed to have been delivered several days ago, and I kept getting the "DELIVER ON NEXT BUSINESS DAY" message. I got this message three days in a row. What a joke. 

[RebeccaBT]

Hi @brachanam99,

I am so sorry to hear about your shipping experience. We appreciate your shipping feedback. We will forward this feedback to the appropriate Team for review and consideration in the future. Thank you for your patience and understanding! 

Best,
Rebecca

[ZakiyaBT]

Hi @nekopumch,

I am sorry to hear this! I will send you a PM for assistance. 

Best,

Zakiya

[kevinbt]

Hello @nabar, I am sorry to hear that! I will be forwarding your feedback regarding OnTrac to the appropriate department.  Please keep in mind that you may select USPS shipping at checkout and that will ensure that your order is not shipped with OnTrac.   I apologize for the inconvenience caused! 

Regards, 

Kevin

[nabar]

So I have to pay extra money for shipping. Wonderful. Also, the customer service agent over the phone told me there was no other option for shipping so she could have handled that when I spoke to her. 

[TheSunDrop]

Agree with you, Nabar. It's messed up that we have to pay extra because Sephora uses OnTrac, the company that never really delivers the package. Contacting OnTrac does no good. They could easily require the person to actually deliver to the address. Instead it's OK with them to leave it nearby, next to the street where it is guaranteed to be stolen. It's a joke to OnTrac. The employees even admit it in Reddit. All of the other delivery services are great. Please, Sephora, stop using OnTrac!