Complaints

This profile includes complaints for ULTA Beauty's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ULTA Beauty

  1000 Remington Blvd Ste 120 Bolingbrook, IL 60440-4708

  
• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  5410 Pacific Ave Stockton, CA 95207

• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  2841 Countryside Dr Turlock, CA 95380

• 

  ULTA Beauty

  5953 Wesley Grove Blvd Wesley Chapel, FL 33544-8411

• 

  Ulta Beauty

  257 Robert C Daniel Jr Pkwy Augusta, GA 30909-0801

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online Ulta order on June 5, 2025, using 2100 points to purchase a fragrance. Shortly after, I realized it was shipped to my old apartment, which I had just moved out of. I contacted Ulta **************** (CS) immediately. I was told the address could not be changed nor the order canceled, but once shipped, it could be redirected.After the order shipped, I called again to request redirection. An agent said it was a 50/50 chance it would succeed, but assured me I would get a full refund if it still delivered to the wrong address. Unfortunately, the redirection failed, and the package was delivered to an unfamiliar location (photo showed the wrong box and a shelf setup not consistent with my old apartment).I contacted CS again and was told the matter was escalated and I needed to wait 48 hours. I waited several days with no response. Each time I followed up, I was given different answers: either to wait longer (72 hours), or that the prior escalation didnt include key details. I was re-escalated multiple times and promised callbacks or emails that never came. I was even told at one point that my refund was being processed, only to be informed my refund was denied by the internal team after calling againsomething no agent had ever communicated to me. I spoke to a supervisor named *****, who promised to follow up but never did.After 10 days, I received no resolution or compensation. I have lost my package, 2100 points, and my money due to inconsistent CS responses and false promises. I fully admit the initial shipping error was mine, but I was misled repeatedly about Ultas policies and resolution timeline. I hope the BBB can assist in reaching a fair and reasonable resolution.

  

  Business Response

  Date: 06/16/2025

  Thanks for the opportunity to respond to *** ***** complaint regarding their order.
  
  In order to resolve the matter for Joy, we have processed their refund. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  Customer Answer

  Date: 06/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ***

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone fraudulently got into my Ulta account and used all of my points. I reached out to Ulta cs within 30 minutes of the order being placed (I got the order confirmation email) and they were unable to cancel it for whatever reason. I reached out 5 times, nobody would ever follow up with me. Finally someone helped me get my account back but they never cancelled the order and the person who committed fraud got their stolen products but whatever. This was about a month ago, I went to place an order and im blocked from ordering on the app. I tried every single card I had on ApplePay (which I use 20 times a day with no issue) and also tried to enter my card info. Nothing worked at all, I contacted my bank and they let me know this was an issue on ultas end. I contacted Ulta and they said this was an issue with my bank/bad info which I informed them was incorrect. They cleared the bag and told me to try again and still blocked. Told me that they would escalate the situation after I asked but I never got a follow up. I didnt do anything wrong and im being blocked which is insane. I am a diamond member and have been for years so its kinda crazy that im being treated this way after they let someone hack my account.

  

  Business Response

  Date: 06/15/2025

  Thanks for the opportunity to respond to ****** ******** complaint regarding her inability to place orders online.
  
  In order to resolve the matter for ******* we have escalated her concerns to our internal teams and will be connecting directly with the guest via private message once resolved. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate 

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband purchased a 75$ gift card for me at Christmas time! I went to register it and the girl says there is zero dollars and that someone had spent the money? The card has been in my possession the whole time so there is no way possible! So I called the local store he made the purchase and she said it would better to call there support number for gift cards well I did the texting instead the guy asked me a bunch of questions give the card number and he keeps telling me I need to enter the whole number which I was then he tells me if I'm not going to give the whole number he can't help me! I asked him to have management call me back and I have never heard a word!

  

  Business Response

  Date: 06/15/2025

  Thanks for the opportunity to respond to *** ****** complaint regarding her gift card.
  
  In order to resolve the matter for ***, we will be connecting directly with the guest via private message. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23467101
  
  I am rejecting this response because:
  It has not been resolved, when and if it's resolved than I will accept
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 06/18/2025

  Thanks for the opportunity to respond to *** ****** complaint regarding her gift card funds.
  
  In order to resolve the matter for *** we have provided a replacement gift card. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  Customer Answer

  Date: 06/18/2025

  Better Business Bureau:
  
  I would like to inform you that it has been resolved to my satisfaction, and Ulta has replaced my Gift Card. I appreciate your help in resolving this matter.

  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have over $200 worth of points to use and Ultas app/website wont let me use them, or even make a purchase without using them. Ive tried using different payment methods, including Apple Pay to no avail. They have the worst security. My account has been hacked several times. Why dont they offer two factor identification? I just want to use my points that Ive built up and saved for years, so I can be done with Ulta. Ive spoken with customer service twice and they arent helping.

  

  Business Response

  Date: 06/15/2025

  Thanks for the opportunity to respond to ****** ********* complaint regarding their inability to place an order with Ulta.
  
  In order to resolve the matter for ******, we have confirmed their concern has since been resolved and they have been able to place a successful order. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the early morning of June 2nd 2025 I was informed via email someone has changed my account information and orders had been placed. Minutes after I called Ulta beauty as shown in my photo. I was then informed that my email and address had been changed and that they placed orders using my account and pointsI have accumulated over the years. I do not know the exact amount. I was then told by the customer service representative that the orders and canceled and it will be escalated and I will hear back within ***** hours for a password reset. I call June 3rd because I was getting more notifications of orders being placed so I call again. I was told by the representative that there is nothing they can do and that it has already escalated and no orders can be canceled and that I would need to wait for the escalation to finish and that they will check back in with me within 24 hours. I was given their guarantee. Days later June 6th I am forced to contact myself as I received no updates and the orders have arrived to my thief's address with no consequences. I am then told that I needed to wait ANOTHER 24 hours as it is still being escalated. I again was given another meaningless guarantee that this time for certain I will get contacted back. No one has. No email, I even check my spam, no phone calls, no texts. As if it isn't bad enough Ulta Beauty still send me their email ads. June 9th I make a call again as to why no one has contacted me back in regard to my account and I will even get my account back at all. I am then told by the representative that someone should havr contacted me back to confirm my name and address and they couldn't process my case without it. I'm dumbfounded. I provide the information and am then given another GUARANTEE that someone will contact me personally. All I get a day later is a survey about I felt about Ulta's Service and more email ads. Nothing more. It is now June 12th and I'm done waiting. This is ridiculous.

  

  Business Response

  Date: 06/14/2025

  Thanks for the opportunity to respond to ***** ******** complaint regarding the unauthorized activity that was noted on their Ulta Beauty Rewards account.
  
  In order to resolve the matter for ***** ****** we have escalated these concerns to our internal team and we are currently working on restoring ***** ******** account to their correct information. Once the account is restored, we will follow up with ***** ****** via email. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate
  

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23463035
  
  I am rejecting this response because:

  I was told this would resolve within the matter of days not weeks. And this response is just another run around. It was told to me that your representatives that internal investigations have deemed that my account was hacked and it was fraudulent and I would have my account back within 24 hours because they found it was fraudulent. I even called back to confirm many this times, but everyone I talk to seems to be clueless as to why it is taking so long. And no one to this day have reached out to follow up on anything. No update of progress. No update to confirm my information. Nothing despite your many representatives guarantees to follow up with me. No one is giving me any explanation as to why it's taking this long. This response is the exact same response I have been given since June 2nd and I do not accept this as reasonable on behalf of your business. I definitely doubt that anyone of you team is actually working on this. I want to know why this is taking so long if your team knows my account belongs to me. And why the radio silence. What else could you possibly need to do? This is is absurd. 
  

  

  Business Response

  Date: 06/17/2025

  Thanks for the opportunity to respond to ***** ******** complaint regarding the unauthorized activity that was noted on their Ulta Beauty Rewards account.

  In order to resolve the matter for ***** Nevels we have restored ***** ******** account on 6/16/25 and have flagged the concern to our internal partners for further review. We have sent ***** ****** a password reset email to assist in getting into their account. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 06/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The service I still think is poor. If not for my complaint I doubt my matter would have been resolved. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order was not delivered. My security cameras showed no Ulta delivery. The *** delivery photo does not match the description of my property. Not only that the photo is completely blurry. I asked Ulta for a refund . Have not received one. This is fraudulence.

  

  Business Response

  Date: 06/14/2025

  Thanks for the opportunity to respond to ***** E ********** complaint regarding their recent order which was delivered and not received.

  In order to resolve the matter for ***** E Alazzawi we have review this concern further and noted the visual proof of delivery for their order matches their shipping address. We confirmed with our with our internal team that all units shipped & delivered accordingly. Ulta Beauty considers this matter closed.  We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  
  

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23462132
  
  I am rejecting this response because:
  The delivery picture is out of focus and doesnt show any apartment number nor the correct apartment. Anyone can clearly see this. I will continue to press charges through legal shield if I dont receive my refund. This is illegal. 
  Sincerely,
  
  ***** E ********

  

  Business Response

  Date: 06/17/2025

  Thanks for the opportunity to respond to ***** E ********** complaint regarding their recent order which was delivered and not received.
   
  In order to resolve the matter for ***** E Alazzawi we have advised that per Ulta Beauty's terms and conditions the risk of loss for and title to products purchased on the Site passes to the purchaser upon delivery to the carrier. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23462132
  
  I am rejecting this response because I have contacted the carrier via phone and they said it was due to a input error of information starting from sender ( which is Ulta) this was not the carriers incompetence, the error occurred in your companys information logging and receiving , resulting to a fraudulent transaction. As a consumer Ive paid for my product and legally I should receive them or recieve my money back. This is one of the amendments under consumers rights and trade laws. Law is above policies and I will push forward with the law by my side. 
  
  Sincerely,
  
  ***** E ********

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 12/6/2024 Amount of transaction: $334.78 I have been an Ulta member since 2011; consistently a Platinum member. December is my birthday month and prior to making this purchase at the Ulta location in *********, **, I opened the Ulta app to see what "perks" I could activate. I saw that fragrance purchases counted as 5x the points so I activated this via the app so that when I made the purchase of a $255.00 bottle of Dior Sauvage Elixir parfum, I would get 5x the points. For this purchase, I was able to use a 20% off coupon and a "Birthday" coupon for $10 off my purchase. On 5/7/25, I noticed that the 5x points were never added to my account, so I called ********************** **************** and spoke with ******* and told him what happened. He told me that he was showing on their end that the promotion wasn't activated until 10 days after my purchase, which is absolutely NOT correct. What sense would it make for me to activate the points for a fragrance purchase AFTER I make the purchase? ******* told me that he was able to get a "one time approval" from management for them to add the 1236 missing points to my account. When the points didn't show up, I followed up with Ulta and was told that they are not able to honor the points to be added to my account because their system is showing that the promotion was activated 10 days after my purchase. They're not taking into consideration that there was possibly a glitch/error in their system showing this discrepancy. I know how the Ulta promotions work and how to activate them via the app and have NEVER had an issue. Until now. And Ulta is REFUSING to even consider that there may have been an error on their end and has denied me the points owed to me for this purchase. I have been a loyal customer of ********************** and have spent thousands of dollars there only to be treated like this? Again - what sense does it make for me to activate a promotion AFTER a purchase is made? NONE. I activated it BEFORE I made the purchase.

  

  Business Response

  Date: 06/14/2025

  Thanks for the opportunity to respond to *** ******** complaint regarding their fragrance purchase from December 2024 and the bonus points for this purchase.
  
  In order to resolve the matter for *** Thorpe we have reviewed this promotion further and noted the promotion for 5x points for any fragrance purchase was active from 12/12/24 - 12/24/24. We were able to review and noted that *** ******** fragrance purchase was made on 12/6/24. As this purchase was made before this promotion was valid, we are unable to honor the bonus points for this purchase. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate
  

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding the service and treatment I received at the Ulta Beauty salon located at the ************************************ in *****, **. I feel I was treated unfairly and wrongfully banned as a paying customer, simply for expressing dissatisfaction with two separate services.On Wednesday, June 11, 2025, I had a haircut appointment with *****. I informed her that I had a Japanese hair straightening treatment, and I wanted a cut that would add volume without taking off too much length. ***** used thinning scissors excessivelyboth while my hair was wet and again after blow-drying. This made my hair significantly thinner and shorter, which is not what I asked for. I am also a licensed beauty professional, having graduated from beauty school in 2014, and I know there were other ways to add volume that were not considered.This incident followed a previous issue with the esthetician at the same location. I had a lash lift service done, but the results only lasted two days. I expressed my concern and was told no refund would be issued, but I was offered a 30-minute complimentary service. When I later tried to book a full facial, two employees approached me and said I was no longer welcome to book skincare services at this location and should go to a different store.This felt discriminatory and humiliating. As a customer, I should be allowed to share feedback without fear of being banned. Ulta's handling of the situation shows a lack of professionalism and respect for clients. I was not rude, aggressive, or abusive in any wayjust honest about my experience.I am requesting a formal review of both situations and an explanation of why I was banned for simply expressing dissatisfaction with services that did not meet expectations.*** ******

  

  Business Response

  Date: 06/14/2025

  Thanks for the opportunity to respond to *** ******** complaint regarding their concerns with their recent salon experience at ************************************ location.
  
  In order to resolve the matter for *** ****** we have escalated this concern to our *****, ** Store Operations team to gather additional information. Once we have additional information to share, we will follow up with *** ****** directly. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Ulta Beauty for unacceptable delays and deceptive practices regarding a refund for Order #M174300389 in the amount of $187.87.On or around June 5, 2025, I contacted Ulta requesting a refund for the order. Ulta initially claimed the refund had been issued, but after multiple follow-ups, I learned the refund was not actually processed until June 12, 2025 a full week later.I was repeatedly misled by their customer service team, who told me my refund was already on its way. Because of their delay and false communication, I wasted time contacting my bank and following up unnecessarily. Ulta failed to provide honest, timely updates and did not offer any compensation for the inconvenience caused.I am requesting:My refund to be expedited and confirmed A compensation offer such as a discount or gift card (Ulta has ignored this request so far)An acknowledgment of mishandling and assurance this will not happen again If this complaint is not resolved promptly, I am prepared to escalate it further to the *** and state consumer protection offices.

  

  Business Response

  Date: 06/13/2025

  Thanks for the opportunity to respond to Ahqui *******' complaint regarding their order.
  
  In order to resolve the matter for Ahqui Gillens we have a full refund was provided. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 06/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Ahqui *******

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently bought a gift card but needed the money refunded which was refunded BUT, my account information was changed and the e-gift card that I was going to use that was refunded was used. I contacted ulta again and they took me through the process of getting another refund which was stressful, they asked me if Id be okay with receiving another one and I said yes. 2 days passed and I emailed them again earlier and they told me they are unable to give me a gift card for the unauthorized charge

  

  Business Response

  Date: 06/13/2025

  Thanks for the opportunity to respond to ******* H's complaint regarding their gift card. 
  
  In order to resolve the matter for ******* H we have advised them that Ulta Beauty is not responsible for Cards used without authorization and we will not be able to replace the gift card. Our policy can always be viewed here *******************************************************************. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate