Ulta Beauty
Reviews and Complaints

I went to pick up my online order today and was promptly told by the sales person that my order went back on the shelf. Two issues I have with this, first when I ordered the product on-line on 7/14 the email the confirmation email did not state that the order had to be picked up by a certain time. I had stopped at the location earlier in the week 7/17 to pick up but did not have the email with me (this was the first time I had used the service and was not as prepared as I should have been...that is on me. second issue, the sales clerk did not tell me when I was at the store in the middle of the week that I would need to pick it up by any particular date. I was frustrated at the store today, so the sales clerk (who was helpful and sympathetic) called in the Manager, Morgan. Wow, what a piece of work she is. condescending to the 10th degree, she told me that I should look at my email, was not willing to pull up my order so I could repurchase the items all she could say very robot like was your order has been cancelled. (I do not have access to my personal email on my work phone). I am a Platinum member, which one would think would allow you at least some decent customer service. I spend hundreds of dollars at this location in a year. I will never shop at this location again. Morgan is not a manager I would want working for me. Morgan needs more training in customer service, even when the customer is wrong they are right and you NEVER let them walk out of your store upset when you could fix it. It is likely that after my rewards are spent I will rarely shop at Ulta again choosing to go to Sephora for my needs. Good luck Ulta, I hope the quality of your employees improves. I would like to have the products I ordered for the price purchased and an apology for the way I was treated in the store by Morgan.

at least 2 hours of calls and up to 5-6 calls ended with the products being shipped out to an address that expired 6 years ago. after calling within 10 minutes and being told the shipping department would be sent a message to cancel-nothing was done and an order for just under $225 is going to an address not associated with me.
This company is the worst I have ever dealt with and will cancel my association if I ever get any resolve-as I have also contact the Master Card associated with it-and they do not understand the policies and procedures either.

Today's date is 07/08/2019 and I went into the Ulta in Buford Georgia to exchange a $50 product that exploded on me for a new one that resulted in me dealing with the general manager named Kevin who was not wearing a name tag so I had to ask what his name was and he specified that he was the general manager, he was African-American and gave me the worst attitude I have ever dealt with in my lifetime of shopping at Ulta. I am a premium card holder here at Ulta I do purchase a lot. To be treated with such nonsense and to have words mumbled underneath his breath about me was totally uncalled for when I had zero attitude with this guy all I was asking was for a new product because the one that I spent $50 on exploded on me. He also made me go back and get the product and then ended up following me back there without me even noticing and yells across the store "GOT IT" so I walked back there with my child for no reason whatsoever? He mumbled under underneath his breath that I was "snobby" and I may have caught an attitude as soon as he was disrespecting me? Wouldn't have you when you go to your favorite store to put even more money into it and have never dealt with something like that at that store before? I don't know who gave him the position to be a general manager but he sure as hell feels way too entitled and you need to reevaluate who you have working for you.

I went in to have blond put in my hair with highlights and lowlights I came walking out of that Salon with my hair looking the exact same way as it did when I went in! Brown hair! Very little lights in it and I paid $160! And no one person can tell I had it done. I said to my family. Do u like my hair. They said well what did u do to it!?!? 160.00 for that service!

I was shopping at the Desert Ridge location in Phoenix AZ yesterday. My daughter and I had gone in to purchase hair care and cosmetic items. All over the store there are these "Free gift with Purchase" signs. Get to the counter and pay for our merchandise...no free gift. "Oh, we are all out of those"...next item, "Oh, we are out of those". This is ridiculous. If you are going to advertise there is a free gift with purchase, you ought to honor it. If not, take the signs down off those products. This is, FALSE ADVERTISING!

Ulta customer service,

I was shopping for a fragrance today, and the perfume I was hold to buy, the alarm happened to go off. An employee walks over and I asked her if she could please turn the alarm sound off. The employee responds by saying "I will just take it up and leave it at the front" which was fine, but she didn't listen to what I asked her, which was to turn off the alarm so I can continue shopping. Long story short, the same employee who took the fragrance I was purchasing ended up ringing me up. First of all, please have your employees "try" to at least they somewhat like their job and like working with customers who have the same interest as they do. If certain employees are unhappy and do like working with customers in a civil manner, then those should be reevaluated and find out why they are working with In a customer service field to begin with beside just needing a job. Do something you love! I ended up purchasing 2 fragrances and the employee could not even say thank you at the end of the transaction. I know many students who are in high school that would teach that employee who is about 20-30 on how to appreciate the job and most importantly provide great customer service. Shame on her, this was the second I have ever been to Ulta and so far no good on the service. #donthirejustanyone #poorcustomerservice #dowhatyoulove

I even opened up a Ulta credit card for this service?

Rachel cedillos

While there are a few decent stylists at Ulta, don't be fooled by their designer levels. The higher the level, the more experienced the stylist and the more you will pay.
It is so not worth it. My hair is damaged and nothing like what I continued to ask for. I felt pressured to pay and tip as to not cause conflict and I regretted it immediately. However I will never use this stylist again. Do your research ladies & gents. Buyer beware!

I placed an order online for a buy two get one free product. I placed the two items in my cart and checked out unaware that I needed to place three in my cart to get the one free. I immediately realized what I had done once I read my receipt and called the customer service number on the receipt. I received the e-mail for the order at 11:20 this morning. At 11:22 I called customer serviceto get this order corrected. I did not want to cancel the order, just wanted to get the free one. This is the reason for placing the order with you and not purchasing elsewhere. I was advised that I should have put 3 in the cart to get the free one. I was told that they would have to cancel the order and could not adjust the order. I was told that she would have to send the request to the warehouse to get it cancelled. I was still on the phone when she stated that the request was made and hopefully they could get it cancelled so that I could place the order correctly and I would receive an e-mail. At 11:42 I received an e-mail stating that they could not cancel the order. I only wanted to have the order CORRECTED, not cancelled! But I could return the product at my expense. Really, really poor customer service. The warehouse did not have the order filled and picked up or sent out to the Post Office in 2 minutes. Even Amazon is not that fast. I will look elsewhere for my beauty products. And, when I took my marketing classes in college, I remembered that my instructor said customers having a good experience usually tell 3 people. Customers with a bad experience will tell AT LEAST 10 people. 10 lost customers. How sad for one sale.

I'm just about done shopping at Ulta! Specifically says pay 16.95 for UPS next day air... well guess what? If you pay for next day air as it says and receive the next day, You don't get it till 3 to 4 days later and they don't even ship UPS next day air! They use a company called United delivery services which is slow as molasses and ULTA WILL Constantly lie!

NOT TO MENTION! The representatives in the store, getting a big kick back for their department and they will tell you anything and everything to get you to buy their line that they are representing... I've gone home in tears basically and I'm tired of it

I have been a Rewards member for years. Ulta created a point system that DOES NOT WORK! They mislead customers into purchasing products from their store to ensure that the customer will then create points as a reward.

Ive bee a platinum member for some time and have no idea I was reduced to what customer service call bronze and to now "Regular" rewards customer. I have hundreds of point that I was unable to use. When I first signed up to the reward program I was advise my points didn't expire. I just found out in fact since I am now a regular reward customer all the point I populated ARE GONE!

I first questioned this when I went into a local Ulta store a couple of months ago when I tried to purchase some items back in Oct 2018 and was advise I have NO POINTS? I was shocked, customer service then told me my point may have expired and was advised to call customer service.

Today, March 12, 2019 I took 1 hour of my busy schedule to call customer service. I gave customer service my Reward #[protected] and they looked up my account. I was told since I was no longer a Platinum member my point expire every quarter? How would I know that? I was never informed how this point system works. I spoke to Pina whom is Escalation Supervisor in Guest Services department and was told the policies are listed on the bottom of their website?! I was told once my point expire I CAN NOT redeem them? I requested escalation to a manger at this point. I spoke to Karey whom is a Manager in Guest Services department and he also advise it was my responsibility to basically research their policies. I have no idea that I was no longer a Platinum member. Per my discussion with Karey I explained this is not fair for ULTA to create this changes and NOT inform the CUSTOMERS! This is a bait and switch! I get emails all the time from ULTA and NOT ONE email states when my point expire. My last email dated March 23, 2018 shows my current point iao 579 points with Redeemable point iao $17.50. In this email its DO NOT STATE POINT EXPIRE! This is unfair practice of ULTA and a bad way of business. I am not happy at all with ULTA and looking to cancel my account and only purchase from their competitor Sephora. Ive been with Sephora for about 20 year and have over 1, 000 redeemable points that DO NOT EXPIRE.

I shop at Ulta because of the good deals, the points and the coupons. The complaint is in regards to employees who never seem happy in Ulta. Please remind your employees that if they are going to greet customers as they walk into the store, to greet ALL potential customers, not potential customers who only look like THEM! This is consistent at all Ultas. God forbid you ask an associate a question! They all seem so bothered. It's really draining as a customer. Please have them stop the poor interaction immediately. Thanks for your immediate attention to this matter. Also, please keep the NYX area well stocked.

I was called this morning from the salon I have made two appointments for now and was cancelled on AGAIN! I am new to the area and have been trying to get into this location for a couple months now. After the first time of someone calling and cancelling on me because they were "preganant and not feeling well, " I tried to give it another shot and got the same result. Someone called and stated that the gentleman who was going to cut my hair was "sick". That's two strikes and I'm done. There was no reasonable solution to provide service for the inconvenience. This is very upsetting. The Glen Allen, VA location would never treat me this way and had always given me great care. I will never try again at this Harrisonburg, VA location.

There is a certain Employee and the Broken Arrow, Oklahoma store who is absolutely out of line. My son is homosexual, we have never raised him to be ashamed of himself for who he is. Alora, the employee, made certain comments about "gay people" that just completely caught me off guard. I adore Ulta and spend thousands, I can't believe they hired such a homophobic person when half of the beauty industry is "gay". I will not be going back to that store until she is gone. If she could say such a disrespectful thing to my face, I wonder what she says behind backs! What a horrible way to live.

I placed an order online for Dermablend flawless creator and received a product. I ordered 43N but I received 43W. I tried to go in store to exchange but they did not have the shade 43N. I called costumer service and they were very apologetic and said they would re ship the product at no charge and they did. The product arrived for the second time and again they sent 43W. I called them back again and explained that they had sent the wrong shade 2 times in a row. The lady apologized and said she would make a note to make sure their werehouse was aware they sent the wrong shade twice. I received the product for a 3rd time and they sent 43W instead of 43N. At this time I was fed up and just asked for a refund which they gave me. I can see making a mistake once MAYBE twice but 3 times in a row? That's plain careless! Very disappointed. I really wanted that foundation.

Below are pictures of the shade 43N which is what ordered and 43 W which is what they kept on sending me.

I placed an order online 12/02/2018. I was using 1200 of my points for the purchase and the remainder was going to be put on my Ulta card.
The next day I received an email stating that my order had been cancelled due to a "glitch in the system". Not my fault, as any other business would honor the price.
They took 1200 of my points away at that time as well. I called customer service 12/03/2018 to speak to them about my points, where she told me my points would be back in my account in 24-48 hours. My points are still not available. I called back today, 12/4/2018 to find out the status and now I am having to wait an additional 14 business days, which is absolutely ridiculous.
This is terrible customer service on your behalf and I am very upset.

Please put my points back onto my account asap as I am using this for Christmas.