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Dear Sephora,
I've brought this up before and I will again. STOP USING FLEETOPTICS IN BC!!!
PLEASE FORWARD THIS TO SOMEONE IN CHARGE. Reconsider go back to using Canada Post, or any other courier like FedEx, Purolator, UPS, I don't care who it is, just NOT FleetOptics.
They are THE WORST courier company ever. They are so stressful to deal with and I'm SO fed up with them. It's to the point if you do not stop using them, I will have to take my money elsewhere to spend, even if it meant I have to pay more for the same items. And don't tell me to shop in-store, some stuff I order is online only, and I won't change my shopping habit to shop in your store instead of online simply because if you do not care about your customers, why should I give my money to you? And it's NOT just me that is having problems with this company. If you insist on using them, at least give customers a courier CHOICE at checkout, I refuse to deal with FleetOptics.
Have you seen their Google reviews? 1.5 stars. 106 reviews as of right now. If you read the reviews, there so MANY issues, so MANY bad feedback, there are recently-posted ones too.
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Have you seen the DailyHive news about how they delivered a $1400 package to wrong place and was not accountable/did not fix the problem, customer was blamed for it and almost had to eat the $1400 cost herself because Sephora refused to believe the customer and instead chose to believe FleetOptics did deliver the package, and how the customer had to find the wrongly delivered package herself?
For anyone that wants to read the news article, it is DailyHive news headlined: "Frustrated online shopper chases down lost Sephora package worth $1,400"
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Have you searched Reddit and your Sephora community forum? Also multiple customers complain about them. Take a look at your own Sephora forum.
Have you seen their reviews on BBB (Better Business Bureau)?
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This FleetOptics is ruining YOUR (Sephora's) reputation with the news article and with angry customers. I can see that I am not the only frustrated customer.
I had and still am having SO much problem trying to get my package from them. And I've been contacting them back and forth by email almost daily, with instructions and re-confirming it, which they say they will follow, will do it yet their driver doesn't follow at all. If they lose my package, or somehow can't deliver it/sent it back to Sephora warehouse, it is NOT a simple matter of me placing another order, the items I ordered, some are limited edition, which is sold out or completely off your website now.
I never had any problems when you used Canada Post. At least I can go pick up the package if I miss it. This FleetOptics, they don't let customers do pick-up, and they send package back to sender after 3 attempts. So how do you expect customers that have jobs be able to get their packages then?
Oh and also, their phoneline doesn't work, ONLY way to contact them is email.
I've called you guys about my package issue, had to escalate to a supervisor, supervisor tried calling FleetOptics for me with the number she has on file, even your supervisor is shocked at how FleetOptics doesn't take phone-calls and she has no way of contacting them.
I ordered with the Rouge 20% off discount sharp at midnight when the event started, I haven't even received my package yet. And I'm still struggling with FleetOptics right now, with no way to actually talk to someone, only relying on email and HOPING they will get back to me ASAP.
Oh by the way, sometimes when they "attempt" delivery and says nobody at home, the truth is someone is home and the driver never even bothered to ring the buzzer/doorbell! (I have no missed calls on my phone which is linked to the buzzer). I ask about it and they blame that I was not home.
Have you read the reviews & comments about how they don't ring the buzzer or doorbell while they claimed attempted delivery nobody is home, or that they "lost" the package, or they delivered to wrong address, or that they said it's delivered but customer actually didn't receive the package, etc, etc. The way they operate is extremely sketchy.
I went by a Sephora store and shared my experience with one of your staff, the moment I mention FleetOptics she immediately said "oh they lost my package a couple times too"
WHY DO YOU STILL USE THEM? Despite so many complaints, and that this escalated to the media.
