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.

  1232 Galleria Blvd Ste 100 Roseville, CA 95678-3583

• 

  Ulta Salon, Cosmetics & Fragrance, Inc.

  4803 concord pike wilmington, DE 19803

• 

  ULTA Beauty

  12715 Citrus Park Drive Tampa, FL 33625

• 

  ULTA Beauty

  103 N Cattlemen Rd Sarasota, FL 34243

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:05/28/2025

  Type:Billing 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 was at the cash register in ulta located in ***************. I was told that i was preapproved for a credit card. i verified that i was preapproved and the cashier said yes. I then gave her my information and i was denied. The more humiliating thing was the other cashier who assisted her was loud and very unprofessional. i was embarrassed. I would not have applied for the credit card. it was just the principle of the matter. Now i have an inquiry on my credit report that could have been avoided. the cashiers need more training. I do not even know how to contact them. I tried contacting them last night and i was told that i needed to contact someone else. Then got disconnected. I am very disappointed. it was false advertisement.

  

  Business Response

  Date: 05/30/2025

  Thank you for the opportunity to respond to ****** ********* case relating to her Ulta Beauty Rewards credit card application.
   
  As we understand the complaint, ****** ******* has expressed concern regarding the application status of the Ulta Beauty Rewards Credit Card. The Ulta Beauty Rewards Credit Card is issued and managed by *********************, now operating as ***************. Ulta Beauty neither issues the credit card nor controls its payment terms. Any account inquiries and concerns would have to be addressed by **************** who can be reached via phone at **************. We apologize for any inconvenience this may have caused. 
   
  Best ************************** Advocate

• Initial Complaint

  Date:05/28/2025

  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.

  Date of the Transaction:The unauthorized transaction occurred on 5/26/2025, approximately 48 hours prior to my initial contact with the companys support team.Amount of Money Paid to the Business:While I did not directly pay money for this transaction, the hacker used all of my accumulated rewards points, which hold monetary value and were earned through previous purchases. It is $136 worth of points What the Business Committed to Provide:The business promised secure account management, access control via verified login credentials, and responsive customer service. They committed to a 48 hour response. Requests to escalate the issue is not honored. Nature of the Dispute:My account was hacked, and within an hour I received notices that my email and password were changed and that an order was placed using my rewards points. I immediately contacted customer support, but they were unable to stop or cancel the fraudulent order. Nor would they be able to give me access back until they did an investigation. I was told an investigation would be initiated and that I would hear back within 2448 hours. That window has passed with no resolution, no refund of my points, and no restored access to my account. Additionally, the changes were made without proper verification of my identity, and no confirmation codes were sent to my email. My email was not hacked per my login records in my email provider.Has the Business Tried to Resolve the Problem?Customer support acknowledged the issue and stated an investigation was opened, but no timeline was provided after the initial 48-hour window expired. Follow-up inquiries have produced no meaningful updates, and no resolution has been offered.Additional Concerns:I am concerned about the security of my sensitive information, including my saved credit card number and home address. Given the companys slow response, lack of urgency, and failure to communicate, I question the safety of continuing to use this service.

  

  Business Response

  Date: 05/30/2025

  Thanks for the opportunity to respond to ******* ********* complaint regarding their account. 
  
  In order to resolve the matter for ******* Snavely we have restored their account and points. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

• Initial Complaint

  Date:05/28/2025

  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.

  Date of purchase was May 18. I am a diamond member and card holder at Ulta. I had accumulated $50 in points through my Ulta Mastercard and was initially going to spend roughly $70 on an order and use my $50 in points (as they tell you that is how to get the most of your points). A glitch in their system would only allow me to spend $23.50 in points. So I lowered my first order to be about $30 and used the $23.50 in points. Then, I was going to place another order to use the remaining points since the glitch in their system was only allowing me to use $23.50. But it would only let me spend $9 in points. So I once again changed my order to be about $15 so I could use the nine dollars in points until I could get up to the entire $50 to get around the glitch in their system. However, even though I only spent $38.50 in points, all of my points were now completely gone, down to zero! I discussed the issue with their chat people and they were extremely unhelpful. So I went to their ******** to discuss. Even though this problem was their fault, they were only willing to give me $5 dollars back. They insisted that, although the glitch in their system would only let me spend that small amount of my points, it was ultimately my fault because I didnt spend it all in one go and their point system works on a sliding scale. Its completely unacceptable and really sounds kind of like a scam that theyre trying to run. They get you to spend this money on their card and then their system glitch only allows us to spend so much of our points and then say it was our fault because we shouldve spent it all in one go. I provided the two order numbers in dispute below. The first one where they would only let me spend $23.50 and the second one where I was hoping to spend the rest of my points and was only allowed to spend $9. Additionally, I listed store credit as my desired resolution. Ideally, I just would like the $17.50 in points back that their glitch would not let me spend.

  

  Business Response

  Date: 05/30/2025

  Thanks for the opportunity to respond to ********* ****** complaint regarding their points redemption. 
   
  In order to resolve the matter for ********* **** we have confirmed the correct amount of maximum points were redeemed by the Guest when paired with a coupon they used. We truly apologize for the inconvenience the matter has caused. 
   
  Best ************************* Advocate

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23387218
  
  I am rejecting this response because:

  They did not provide a resolution to the issue. They explained the glitch in their system that prevented me from using all my points, but they did not provide me with the $17.50 in-store credit/points back that I should have had. I would even be willing to return the items from the two orders I made where I was trying to fix the glitch, but I want my points back/in-store credit.

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

  

  Business Response

  Date: 06/04/2025

  Thanks for the opportunity to respond to ********* ****** complaint regarding their points redemption. 
   
  In order to resolve the matter for ********* **** we have confirmed the correct amount of maximum points were redeemed by the Guest when paired with a coupon they used. There were no incorrect redemptions that occurred with their order. We truly apologize for the inconvenience the matter has caused. 
   
  Best Regards,
  Guest Service Advocate

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23387218
  
  I am rejecting this response because:

  As I told their very rude customer service representative, had I been informed that using the $3.50 coupon would devalue my points, I would not have used the $3.50 coupon. it is not just that they wouldnt let me use all my points because of the coupon. It was also that the balance of the points went to zero when I shouldve still had $17.50. The customer service representative said I could return all items with a full refund and full return of my $50 in points. Again, as I told the representative, I would accept the resolution if, when I return all the items, I do in fact get all of my $50 in points back as well as a full refund. However, as a sidenote, the BBB really should investigate the point system of this company. Its very fishy they do not give you all the information when redeeming points.

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

• Initial Complaint

  Date:05/28/2025

  Type:Billing 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 used my name and another address I was living at before to charge the aforementioned amount to a Ulta Rewards Credit Card Account. I have never received any phone calls, messages, nor correspondence in the mail either from this company and if I ever received any Ulta Beauty products, I paid for it up front.

  

  Business Response

  Date: 05/30/2025

  Thanks for the opportunity to respond to ******** ********* complaint regarding an Ulta Beauty Rewards Credit Card. 
  
  In order to resolve the matter for ******** Maybank we have reached out to the Guest directly for assistance. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

• Initial Complaint

  Date:05/28/2025

  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.

  My Ulta Beauty Rewards account has clearly been hacked and is being used. The hacker has put all of their information on the account in order to use all of my reward points and receive goods from Ulta. Calling Ulta did nothing to fix the account and it happened again the very next day after I contacted Ulta customer service. ********************** did nothing to help me in this situation. They did not even allow me to protect my account from it happening again.

  

  Business Response

  Date: 05/30/2025

  Thanks for the opportunity to respond to ******** ******** complaint regarding their account. 
  
  In order to resolve the matter for ******** Palmer we have restored their account and points. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

• Initial Complaint

  Date:05/28/2025

  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.

  On 5/27 my Ulta account got hacked and all info has been changed shortly after. There was order placed using my information on Ulta but when I talked to a *** from Ulta. They cannot do anything for me except trying to cancel the order. At this point all my information has been breached and changed and they requested that I go in store to try and update it! We do not have time to do all that in person and how is it our problem that it started with their weak security problem? Now I have to face the fear of my sensitive information is leaked and used by hacker! All I asked for was to change my password so I can go in and delete all info but they could not even do that!!!! What a horrible company.

  

  Business Response

  Date: 05/29/2025

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

• Initial Complaint

  Date:05/27/2025

  Type:Order 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 contacted Ulta ************** back in early March 2025. I needed to return products I was unhappy with, however due to my work schedule (I work in logistics so it can get hectic at times), I was unable to make it to the store within the 30 day return window. I called guest services and they assured me they could send me a return label to send these products back via mail. I specifically asked if it would be okay to send item purchased in store back via mail. I was reassured this was possible (I have attached a screenshot of the email sent to me after that containing the tracking# and return label). I was being patient with the return time, as I know they are busy. I finally reached out on 5/8/25 in regards to when I would see my refund, as I had checked tracking and it was successfully delivered to the return warehouse on 3/25/25 (I have attached a screenshot of this as well, and the tracking#). This is when I was told I could not return items purchased in store via mail. I was given incorrect info by guest services initially. However, I cannot be punished for their mistake. They have the items I spent my hard earned money on, and they still have my money. I have been continuously given the run around since 5/8/25 via email and phone calls with no indication of a resolution. This is stealing at this point, and I just want them to either send my items back to me, or process the refund that was assured to me in the very beginning. They havent even so much as offered a store credit or any type of resolution. I also see others reviews on guest services about never receiving refunds when promised, but never receiving the product(s) back either. Please assist, as this is a lot of money.

  

  Business Response

  Date: 05/29/2025

  Thanks for the opportunity to respond to ****** ******* complaint regarding their return. 
  
  In order to resolve the matter for ****** ***** we have escalated this matter to our internal teams for assistance. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23383990
  
  I am rejecting this response because:

  This is thee exact response Ive been given exactly 14 times by ************** since 5/8/25 with no resolution options or follow **** I always have to reach back out to them, just to get this same response. 
  

  I have also attached my original purchase receipt that was also sent to ************** and included in the return box. As well as screenshots of the 34 messages between guest services & myself that have been have zero assistance. 

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

  

  Business Response

  Date: 06/04/2025

  Thanks for the opportunity to respond to ****** ******* complaint regarding their return. 
  
  In order to resolve the matter for ****** Smith we have connected with the Guest to provide a refund. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

• Initial Complaint

  Date:05/27/2025

  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 been an ulta customer for several years. Within the last few months, I have not been able to place an order online, it keeps saying to try a different payment method although I have and know there are funds available. I contacted customer service and was told that I can no longer purchase anything online but can go to the physical store. After a lot of pushing, I was finally told it was because there was a dispute on my account in December 2024 but no explanation of what the dispute was and I did not create it or lose access to any of my other accounts or credit cards. Also, the last online order I places was in March of 2025, 3 months after the supposed dispute.

  

  Business Response

  Date: 05/29/2025

  Thanks for the opportunity to respond to ******* *******' complaint regarding online ordering. 
  
  In order to resolve the matter for ******* Morales we have confirmed with our internal teams that Ulta Beauty received a charge dispute for a previous online order related to an address listed in their most recent current order attempt. At this time Ulta Beauty will no longer be able to accept their online order requests on **************************.  We welcome them to visit their local Ulta Beauty store for their beauty needs. 
  
  Best ************************* Advocate

• Initial Complaint

  Date:05/26/2025

  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.

  Ive always had excellent experiences at Ultauntil I was stationed in ******, ** for training and visited the Pace salon. My first appointment was canceled hours before due to an emergency, which I understood, but the salon manager Bri was rude and annoyed when helping me reschedule. Her tone was unprofessional and dismissive. I went to the ********* location instead and had a great experience.Later, I gave the Pace location another chance. The stylist ***** told me she didnt know how to do round brush curls, which are clearly listed in the blowout service. I said no worries to her, but her attitude was visibly irritated throughout the service. The blowout took over 75 minutes, my hair was left flat, and she slammed the dryer down saying my hair was too long and thick, and I should be charged extra. When I mentioned the timing, she became upset, ripped the cape off me (causing my phone to fall), and stormed off to get the manager.Bri returned, again angry, and accused me of having a history of making stylists cry. I was shocked. I calmly challenged her to name who, and she couldnt. She later admitted the last stylist almost cried, which I found absurd since that service had been pleasant. Bri ultimately comped the service and said the salon isnt a good fit.I remained calm and respectful through it all. I dont deserve to be lied to or gaslit by a manager. Accusing a loyal, respectful customer of such things is unacceptable. I expect accountability and professionalismespecially from someone in a leadership role.

  

  Business Response

  Date: 05/28/2025

  Thanks for the opportunity to respond to ***** ****** complaint regarding their recent experience at our **************************************** 
  
  In order to resolve the matter for ***** Hall we have forwarded ***** ****** concern to the ******, ** Store Operations team to review further. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23378846
  
  I am rejecting this response because:

  I do not trust the leadership at this salon to be truthful and handle this complaint properly. They lied to my face and tried to gaslight me into thinking I'm the problem. Bri lied to my face and said that "you have a history of making stylists cry". When I challenged her on that comment twice, she couldn't substantiate it because she knew she was lying through her teeth which is why she walked away and then comped my service. At this point, I don't believe a word that comes out of anyone's mouth there and believe this should be handled at a higher level. Attached is a word document with greater detail of what happened that day.

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 06/04/2025

  Thanks for the opportunity to respond to ***** ****** complaint regarding their recent concerns with their salon experience at our ******, ** store.
  
  In order to resolve the matter for *******************, we have escalated her concerns to our Store Operations teams to review and have attempted to connect with ***** **** via phone and email. Our Store Operations team is able to address the guest's concerns and assist further. We truly apologize for the inconvenience the matter has caused.
  
  Best ************************* Advocate 

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23378846
  
  I am rejecting this response because: 

  I got an email requesting that I call the general manager over the Pace store. How am I supposed to trust anything that comes out of anyone's mouth over there in Pace when the manager of the salon looked me in the eye and lied to me? I don't want anyone associated with that location to talk to me anymore until they can admit that they lied. They have shown me (the salon manager Bri) that they have no problem lying to people and gaslighting people. I detailed everything that happened in my complaint, where Bri had the audacity to blatantly lie to me by saying "you have a history of making customers cry". Then, when challenged on that statement, and realizing she couldn't back it up, she walked away from me instead of just apologizing. This level of dishonesty from someone who is supposed to be a manager is disturbing, which is why I don't want to deal with anyone at that location. Bri has ruined everyone's credibility over there. My question is what is going to be done about this? Because it is unacceptable for them to have the nerve to tell me I'm the problem and lie to me or frame me for things I didn't do when their stylist is the one that started the whole thing by: a) saying she doesn't know how to perform the service I'm paying for (to which I replied no worries) b) acted annoyed and took 30 minutes longer than usual to do the service (I have had many blowouts done here and they are always quick) c) then tell me I should be getting charged extra and ripping off my bib and causing my phone to drop on the floor when I told her it took longer than usual (I'm sure you can pull the surveillance footage and see her doing this). This is unacceptable all the way around. I am a loyal customer and I didn't deserve this. When is the accountability coming?

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 06/12/2025

  Thanks for the opportunity to respond to ***** ****** complaint regarding their salon experience at our ***************************** location.
  
  In order to resolve the matter for ***** **** we have followed up with ***** **** directly via email to discuss this concern further. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate
  

• Initial Complaint

  Date:05/26/2025

  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.

  I went to get my hair lightened due to grey roots and a hair cut. My hair came out darker than I went in and I still had all the grey roots showing. I was then given a hair cut that was uneven. I was not charged for the hair color but charged for the hair cut. It's been two weeks and I'm still going back and forth with guest services and the store location. They have offered to fix the hair cut but refuse to refund the money. I do not trust this salon. I want my money back so I can go somewhere else and have them fix it. I was in the salon for 4 hours and ******************************************************************************************************** I left the place in tears.

  

  Business Response

  Date: 05/28/2025

  Thanks for the opportunity to respond to **** ******** complaint regarding their recent Salon service. 
  
  In order to resolve this matter for ****, we are further reviewing this matter and have connected with them via email. We appreciate you being patient while we review this further for you.
  
  Best ************************* Advocate 

  Customer Answer

  Date: 05/29/2025

   
  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,
  
  **** ******