Ulta Beauty’s earns a 1.4-star rating from 435 reviews, showing that the majority of beauty enthusiasts are dissatisfied with their purchases.
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Shipping
Order # K190067681
I placed an order for pickup on the Ulta app and the app switched it to shipping without confirming. Both items were "available" at my local Ulta. I was told to call corporate and I went ahead and picked up the items at the local store. An hour or so later I called the corporate line and someone "canceled" the shipping order for me. He said it could take 24 or so hours for confirmation. I got an email today saying that the order had shipped. When I called to cancel again I was told it can't be done. This order is going to my old address because I never intended to place an order for shipping. I will not be getting these items that I am paying for. If I can't get this resolved I will be using Sephora going forward.
Desired outcome: A refund.
Honoring a sale price
Ulta beauty was runninga 50% on certain IT cosmetics items and I ordered the incorrect shade during the sale. I tried going to the store for an even exchange and the item was out of stock. They would not order the product for me and honor the sale pricing and send it to my house. I live almost 2 hours away from the nearest ulta. You're going to tell me that you won't honor the sale pricing because I have to place the order online because you the store were out of my shade!? Wow. I've been an ulta customer for years and am a consistent shopper. I am so disappointed in the way this was handled.
Desired outcome: Honoring the sale price reorder
Check out clerk at register
Refused to ring me up for my potential purchase because she stated per company policy I HAD TO provide her with my personal contact information inclusive of my date of birth otherwise she could not process the transaction . I asked her why? I am paying in cash and I will have a receipt if I have to return a " hairbrush". Needless to say, I left without purchasing anything and I will never walk into an Ulta again. I went next door to Sally and bought my hairbrush without being harassed.
Desired outcome: Disciplinary action
Unauthorized credit card charges
Someone (probably at Ulta) used the information from my card to order $500 worth of perfume and cologne. I caught the purchase instantly and notified ulta to try and get them to stop the shipment to this thief. They didn't stop the shipment like they said they would, nor issue me a refund. All they had to do was contact the shippers themselves to end thi...
Read full review of Ulta BeautyDiscrimination in store
I was in the store located at 245 Bricktown Way, Staten Island, NY 10309 and another customer started screaming at me. Called me horrible profanities in front of a long line of people and threatened me. No one working in the store did anything . I had to ask if someone could call police or at least a manager . I did not want to a hold up a long line as that...
Read full review of Ulta BeautyHair coloring
Book appointment online charged $40 more than I was quoted online the color I requested was not the color my hair was colored with did not receive discount for first service stated when I made the appointment very dissatisfied with service and outcome have to go back a second day to get it corrected and pay more I am requesting a free color correction
Read full review of Ulta BeautyUlta stole my money and lied!!
I made a purchase on June 29, 2021 and never received it. I was told that it could be marked "delivered" (via USPS), but may arrive late (on July 3, 2021). Long story short, I never got it. I reported that and spoke to about 13 different people all claiming that "higher management" would reach out to help me within 24-48 hours. In the meantime I reported my package stolen with USPS. I contacted Ulta again because no one ever got back to help me and each time I call I am told the same exact thing. How does "higher management " (literally the words they use) not get back to their customers and why is this not something that customer service can handle? I have reported this with The BBB because it seems obvious that Ulta is a fraud company filled with liars who care nothing for their customers. It has been over a month now with not one solution to my problem and I feel as though I'm out of $205. My order number is K182270799 and I would like a full refund. I will never spend my money with this business again.
Desired outcome: Refund
Haircut
I was client at Ulta Beauty Salon in Tarpon Springs for almost four -five years, my hairdresser was great and I always was shopping all my make up stuff there.
My hair dresser left the salon and I had to chose someone else . per the salon recommendation, I got haircut by a girl and she did not do what I was asking her to do and I paid $90 for that. I called the salon and asked for taking care of this issue. Again, I had haircut with someone different and showed her a picture to get the haircut ….. she did the worse haircut on my long long hair to the point that I can't do anything with it until it grows up. I was asking for long hair layers and the top of my hair is so short and the bottom is long and I can't do anything
This is not the way that hairdressers do to me as a client who gave that salon so many years business. There was no complaint in the past but I'm so stressed out and upset
Ulta gives your identity and credit card information away.
I have been a member with Ulta for 10 years. This year is my first year as a diamond member and I have had nothing but problems with them.
Ulta gave a stranger in Florida access to my account. They gave her access to my full name, phone number, email address, debit card information and address where I live. I have been trying for months to get her off of my account and I was told that I am not enough proof to get her removed. I have no idea who this person is. I do not know anyone in Florida. I think it might even be an employee doing this. This person had my account name changed to hers and I have no idea how. I'm getting emails with her name on them.
Tonight Ulta customer service told me that my account has been canceled and I will no longer be able to make an account with them. They canceled my membership and revoked all of my points because they gave my account to someone else. They told me that I was sharing my account. I was told by their customer service that this matter is closed and they will no longer be looking in to it. I've already contacted the Better Business Bureau and I'm not being helped. I have no idea what to do next.
Desired outcome: My diamond account back with my points and benefits.
Why would you want your Ulta diamond account, or any other benefits back at a place that gave out your debit card information? If I knew someone was using my account, I would have the bank cancel the debit card and contact credit bureau and get your credit report instead of worrying about a point/benefit card.
I think you are not alone with Ulta giving out customer information to people that don't own the account and then proceeding to lie about everything they tell you. Someone half way across the nation used my card to purchase $500 worth of perfume and cologne and they have been a nightmare. Sue them for giving out your information. Even small claims is better than nothing. They may not even show up to court and even if they do it took resources from their company to do so. I'm about to do just that myself, it's worth the filing fee to me for the two days of my vacation I used calling them and multiple contacts with them for two weeks following that I spent trying to get this fixed. Maybe if all the people having these problems sued them in small claims they would change the way their customer service works and stop allowing fraud from within th ecompany.
Fraud - Promised Refund and never received
Date of Incident: 05/06/2021 I made an order under the order number K178101329 under my account and used my birthday coupon and rewards. I immediately called after placing the order and spoke to a supervisor and she promised a refund and TOLD ME she would watch for my order just so it doesn't ship because I put the wrong address. NO NOW REFUND! I called into your company at 3:40PM, 3:45PM, 3:46PM, and spoke to three different individuals after being hung up twice and calling back and asking to speak to a supervisor immediately after being hung up on. I then was transferred to a supervisor who did not give me a name and she told me that she will issue me a refund and she will personally watch my order to make sure if it does ship that she will cancel it. I do not have a refund at all. I even called the new leaser of the apartment complex and they said the package was never even delivered like your email said. It was apparently delivered on mothers day and nowhere to be found. I have already disputed this with my credit card with how fraudulent this is. I have attached a copy of the conversation with the new leaser of the apartment where the packaged SUPPOSEBLY went to. I would like a full refund and my points put back on my rewards. I used a birthday coupon as well for something I don't even or will never have in my possession.
my email is: [protected]@gmail.com
Phone number: [protected]
Desired outcome: FULL REFUND
Delivery to Incorrect Address and customer service unhelpful in resolving
I called Ulta.coms customer service line two times regarding my order # K174546778 that showed delivered via UPS on 3/31. The issue was it was delivered to an old address that I haven't lived at for more than 5 years. I'm not sure how this happened, since when I placed the ordered I entered my current delivery address and confirmed it's the same as my billing.
The first time I called the rep argued with me and stated that it was delivered to the address that I indicated and that basically it was out of their hands and nothing they could do. I asked if they could contact the carrier with my correct and current address to have it he package picked up and delivered to my correct address. She stated this is not something that they can do.
Sooo, I drove over to the location it was delivered and they had not received it.
I made a second call and spoke with another rep who sounded foreign. I let him know everything that I explained to the first rep and that I went to the address tracking shows it was delivered to and I still don't have my package. I asked again if he could contact ups to update my info, put out a trace and have it delivered to my correct address. He argued with me again that Ulta does not do that and said "it's out of our hands" That I need to wait 3 days to see if the package gets delivered to me. I asked that my order get placed again and shipped to me at my correct address. He said even if he places a ‘reorder' it would still ship to the incorrect address and there was no way to change that. He then said he would offer a refund. I said I wasn't looking for a refund, I just want my order that I placed with a 50% off special price for qty 2 Mac prep and prime fix plus on the day of your 21 Days of Beauty special. He said he issued a refund anyway and that an email was sent to me. I have YET to receive an email. He said that he could not help me place a new order over the phone and that I would have to do that myself. I was asking because I only placed the order online because it was a special promotional price. He confirmed there was no way for me to place a new order at the same price I paid because the promotional price was for that day only. And then he actually hung up on me. Never have I ever had such poor customer service anywhere! I paid for products I have not received and shipped to an address that I did not indicate. I will be contacting Corporate HQ first thing in the am and depending on the outcome will be placing further complaints elsewhere to make sure people are well aware of my experience with Ulta.
Desired outcome: To get my order
This is identical to the situation I’m having with them right now. I haven’t lived at that address in 4 years and I confirmed my shipping address before I purchased and they are doing absolutely nothing about it.
Hair salon
I made a hair salon appointment on the ULTA online website. My appointment was scheduled for Wednesday, March 24, 2021 at 3 p.m. I arrived at the store around 2:30 p.m. The stylist that was the appointment was with informed me that it would 3 p.m. because her current client was getting color and was still processing. I totally understand and was fine with...
Read full review of Ulta BeautyCustomer experience
So I went and had my hair done last night at Ulta. I looked at my receipt and saw I paid for a full highlight. I'm like wait I don't think she highlighted my hair. I still see the same red pieces I thought would come out in the highlight. This is the 2nd time she had highlighted it and I was expecting it to be the parts she hadn't highlighted last time to...
Read full review of Ulta BeautyOnline order lost
Do not shop at Ulta! Spend a little extra money to go to Sephora. Been a faithful customer for a decade. Placed an online order and the courier service that THEY chose has lost my package (spent an hour on the phone with the courier service to figure this out). Ulta's customer service person called me a liar and stated the tracking info didn't match my story. Are you kidding me! It says delayed because they don't know where it is! If YOU would pick up the phone and do your job instead of me spending an hour of my time doing it, you'd know. This is how they treat their loyal customers. Well, loyal no more. Good bye ulta. I'll call the $$$ a loss since I'm a "liar". Good riddance. I'll take my business elsewhere and make sure every person I know does to. I will take to every platform available to make sure people know what crooks this company is made of.
I experienced much of the same. Very strange how there are zero responses on this complaint board from Ulta.
I can completely relate! See my post from April 1st.
Shipping
On March 3, 2021 I placed an order for:
smashbox sharp longwear eyelinger - $22
Josh Rosebrook Daily acid toner - $29
Josh Rosebrook Vital Balm Cream - $46
Josh Rosebrook Hydrating Accelerator - $35
Total: $140.17
The shipper showed delivered on March 9, 2021. The package was not delivered. Per the ulta website, I waited three business days to contact them about the package. I was told to wait longer and check with my neighbors and around my house. Which I did. As of Saturday, March 13, 2021 the package had still not been delivered. I contacted Ulta customer services. The first representative promised me a reship. The call was disconnected on their end. When I called back, I received a different agent who told me there could be no refund or reship. I asked to speak to a supervisor. The supervisor told me that she would pass the information along to open an investigation. Today, March 16, 2021 I received an email from ulta that says that as a result of their investigation the package was delivered and there is nothing ulta can do. I called ulta to discuss this and after taking a large chunk of my work day, was ultimately informed to contact UPS. When I contacted UPS, they informed me that they were not liable and Ulta should replace the package. I called ulta again and was told there was nothing they could do, and that I was just out of luck. Ulta has proven to be a store that does not care about it's customers, and this is devastating to me. I have shopped at Ulta since the beginning and will now be forced to shop elsewhere. I have asked for proof of delivery and both ups and ulta say that the proof is that the driver reported the package was dropped off. That is not sufficient proof.
Desired outcome: Originally, I just wanted the merchandise reshipped. However, at this point I want a refund. I cannot in good faith continue to do business with a company that does not respect and value their customers.
Products
I ordered a package and I never received it and y'all havnt done anything to help or fix it for me. They never informed me to call the package delivery company. I've been going back and forth with your company for about a month now. I've called multiple times and they waited till today to tell me to call the LSO delivery service. Y'all also told me to call the police then a day later you told me you'd never ask a customer to call the police. I've made multiple attempts contact a higher up to fix this and no has yet to contact me back. I always twist at least 48 hours and call back to see if there was an update.
Desired outcome: Refund or redeilverly
This is also happening to me. Never have I ever experienced such poor customer service from a company!
I am going through this right now! Same situation.
Rude and unfriendly service
I arrived to Ulta at least 20 minutes before closing, I saw that customers had just left the store. I nicely told the employee (assuming it was the manager) that I just wanted to pick up an online order that was already paid for, but she just nodded no and told me I couldn't go inside. I live very far away from Ulta and I think it's very unfortunate that I...
Read full review of Ulta BeautyService
Bought my 5yr. old Autistic son into the Ulta Beauty hair salon. Informed them that he was Autistic prior to the appointment. Once seated he was, frightened, crying. He is texture sensitive. Manager seeing this said unless he wore a mask he wouldn't be serviced. I'm very familiar the Disability Act. Service due to his mental health was refused ...
Desired outcome: Dismissal from position
Major problem is the ulta hair salon in commack ny
Both appointments were on January 6 and February 25. At the January appoint with Christen I explained what I needed for my hair color. I am also a License Hair Stylist. My roots are white and for years and my color is Auburn. I explained to Christen that my roots need to be pre soften with a hair Lightener first before any red color can be applied. He told...
Read full review of Ulta BeautyAwful Service
I recently went to Ulta and was charged over 325 for a haircut and color. I was told the cut and color would come to 150 at most and had a budget.
At no time was I told the charge would be more and disputed it when I went up to the counter.
The lady wanted to argue that I was not.
The stylists next appointment was closed so she tried to make her money up this way.
She saw me as a dollar sign and was the only time I will ever go to Ulta in that location.
When a customer gives you a budget you don't double the price or not tell them.
Not to mention not one person could tell my hair had even been done.
Disaster
Desired outcome: Reimbursement
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Ulta Beauty Contacts
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Ulta Beauty phone numbers+1 (866) 983-8582+1 (866) 983-8582Click up if you have successfully reached Ulta Beauty by calling +1 (866) 983-8582 phone number 0 0 users reported that they have successfully reached Ulta Beauty by calling +1 (866) 983-8582 phone number Click down if you have unsuccessfully reached Ulta Beauty by calling +1 (866) 983-8582 phone number 2 2 users reported that they have UNsuccessfully reached Ulta Beauty by calling +1 (866) 983-8582 phone numberUSA and Canada
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Ulta Beauty emailsservice@ulta.com100%Confidence score: 100%Supporteziesemer@ulta.com94%Confidence score: 94%communicationpflaherty@ulta.com93%Confidence score: 93%communicationkrawlins@ulta.com91%Confidence score: 91%communicationinvestorrelations@ulta.com90%Confidence score: 90%finance
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Ulta Beauty address1000 Remington Blvd, Ste 120, Bolingbrook, Illinois, 60440-4708, United States
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Ulta Beauty social media
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Checked and verified by Janet This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreOct 28, 2024
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