It looks like everyone has had a similar experience.  I've been at the same address for 6 years and never had a package stolen or lost until Haute Look decided to use OnTrac.  One and only time I will allow that to happen.  When I called customer service they acted like it wasn't a big deal that my package was lost/stolen, they told me to call Haute Look to send a replacement.  Well Haute Look can't do that because the inventory is always different each day.  Once it is sold out it's gone.  I don't want my money back..I want my Orla Kiely Dress at 60% off!!!  I'm going to file a complaint with the BBB.