Worst experience with OnTrac Delivery

[Cattylux]

Hey, all the Sephora beauty insiders:

Just a friendly reminder： BE CAREFUL OF ONTRAC DELIEVRY IF YOU PURCHASED A LOT FROM SEPHORA

My sephora package delivered by OnTrac was lost/stolen.

Here is my story: 

my package suppose to be delivered by the end of YESTERDAY (which 04/18/2018), in case I missed package, I even came back home earlier (around 5:30 pm)!!! After I was back home, I was waiting for the delivery (no music, very quiet in home). waiting....waiting....on the other hand, I was refreshing the tracking history of my order. Around 7:10 pm, after I refreshed my order tracking page, it said delivered at 7:00 PM (remembered the timeline). Then I jumped out to my front door BUT THERE WAS NOTHING. Another really interesting thing is that, when I waiting, I didn't hear any sound from a delivery car or any doorbell. In other word, there was nothing indicated my package was delivered and put in the front door! 

yes, there is about 10 mins time difference between package said delivered and I went outside. But I really wonder how come someone stole the package so fast when it was still daytime!

I also called onTrac, the customer service said the delivery car was right on my spot at 7 pm. How interesting is that also. A delivery car came without any sound at all?! It's a big box from sephora, how come they don't know it's an important package for the recipient. And they just put the box as silent as they can?!

This whole thing is so annoying, I do appreciate that Sephora said they will reput order again, but I just really hope Sephora can use a more reliable carrier. Cosmetic is not cheap at all, Sephora shall be more responsible for their customer! OnTrac is disappointing! all my UPS package totally works fine!

[chelseagrl]

Regarding ontrac delivery, the same exact thing happened to me last night! I emailed ontrac as well, it’s so irritating to wait all day and no package! I too don’t see how it could have been stolen! I only hope Sephora sends me another package as well

[LaurieBT]

Hi @chelseagrl,

I'm so sorry about this and I see that our Email Team was able to assist further. If any additional assistance is needed, please send me a PM with details. Thank you!

Best regards,

Laurie

[RaquelBT]

Hi @Cattylux,

I'm so sorry to hear about your experience with OnTrac and appreciate you bringing this to our attention. I'll be sending the information you've provided to the appropriate department to make improvements. I'm glad to hear with a replacement order. Please feel free to private message me if you need assistance with anything else. Thank you. 🙂

Best Regards.

❤️ Raquel 

[Cattylux]

Hey, Raquel 

Thanks for helping.

I really hope Sephora can change carrier (dont use OnTrac), at least, for our Rouge, can we expect some better service. 

I have checked with my neighbour yesterday and none of them saw any suspicious was walking around at my package delivery time. So right now, I am highly doubt whether delivery man really delivered my stuff. When I called OnTrac customer service,and mentioned I'd like to ask driver for that delivery, the customer service has no response for that at all. They just said the car was at right spot, that's all!!!!

And I also sent them a email complains about this issue, all I want to know is where the package they put when they delivered it. And Customer service just kick me back to shipper, which is Sephora.

Below is how they reply, I spent more than a day for this whole thing, I really hope Sephora could give me some response for this ASAP

I have attached OnTrac replied email:

Hello Kxxxxx,

Thank you for your email correspondence. We are sorry to hear that you are unable to locate your package(s). However, please be advised this type of request should be directed to the shipper of your package(s) to begin our claims process. We apologize for the inconvenience this may have caused and again thank you for your email correspondence. If you have any further questions or concerns regarding this package, please contact us at 1-800-334-5000 or visit our website at -------. 
Best Regards
Selena S.
OnTrac
Web Customer Care
1-800-334-5000

[MichelleR80]

hi Cattylux, I had the same thing happen to me today. When I went online to track my package it said it had been delivered at 11:10 a.m. I've been home all day. I checked my surveillance video that I have set up on my front deck that covers my whole front deck and the walkway in front and not one person came walking by between 10:45 and 12. I contacted ontrac and they said the driver will come back tomorrow before 5 to locate the package lol I was like riiiiiiight... The unfortunate part of this whole thing is the fact that this has happened to me two other times when I've ordered stuff through Sephora online. so disappointing. I hope you receive your package!

[Cattylux]

Hey, Michelle,

Sorry to heard the same thing happened on you too. Sad 😞

I have checked with my neighbours and none of them saw any suspicious when my package was "delivered". So right now, I am doubt whether ontrac has really delivered it or not? Although they said the car was here, but they could just drove away without putting anything! 

We should really let sephora pay attention to this secondary carrier since they are not strict regulated by Federal as First Carrier does (UPS,USPS,etc). Our package security is not guaranteed 

[RaquelBT]

Hi @MichelleR80,

I sincerely apologize for the inconvenience caused. I'll be sending you a private message shortly to assist. 🙂

Best Regards,

❤️ Raquel