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:05/26/2025

  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 ordered an item online and was charged 3 different times for the item. Now my bank account is negative because ULTA overcharged me.

  

  Business Response

  Date: 05/28/2025

  Thanks for the opportunity to respond to ****** ********** complaint regarding the pending authorizations on their credit card for recent order attempts on **************************.
   
  In order to resolve the matter for ****** ******** we have escalated this concern to our internal teams to review further. Once we have an update, we will follow up with ****** ******** directly via email. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

• Initial Complaint

  Date:05/26/2025

  Type:Sales and Advertising 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.

  In February I purchased 3 things from *************************************************************************** app. Two of the items never arrived. I tried to resolve with Ulta and initially they agreed to reship the missing items when I asked for tracking info they refused to refund me or reship the items claiming the item arrived when it didnt. I had to dispute with my bank but they blocked my account from being able to order anything online anymore.

  

  Business Response

  Date: 05/27/2025

  Thanks for the opportunity to respond to ***** ******** complaint regarding the error that is preventing ***** ****** from checking out on **************************.
  
  In order to resolve the matter for ***** ****** we have followed up with ***** ****** via email to provide troubleshooting steps for this error. We truly apologize for the inconvenience the matter has caused. 
  
  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.

  The business has horrible practices and does not protect the customers personal information. They are a liability and choose to not set in place proper practices (like two step authentication, face ID, etc) to further protect their customers/employees. Multiple times my account has been compromised and my personal information has been changed so that someone else (an unauthorized user) can access and use my points. I am a huge Ulta supporter but the lack of protections for their customers really puts a bad taste in my mouth. Multiple times ive been told the account has been fixed and i can access online ordering but its never working. my only option is to go in store which is inconvenient if theres an online ordering option and i miss out on any online only offers which is unfair to the consumer. PLUS, if i cannot access my account i am not building points which is the whole point of having an ulta membership. All in all, if ulta doesnt make changes soon I refuse to spend anymore money there and will take my business and tell family and friends to take their business to their competitor, *******, or buying directly from the brand so that ulta doesnt get a % of commission. its not fair for the company to continue to hit record profits if they cant handle basic IT issues.

  

  Business Response

  Date: 05/28/2025

  Thanks for the opportunity to respond to ****** ********* complaint regarding their report of unauthorized activity on their Ulta Beauty Rewards account,
   
  In order to resolve the matter for ****** ******* we have reviewed this concern further, and restored ****** ********* account to their correct information on 5/26/25. Additionally, we have flagged the unauthorized information to our internal teams to review further. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

• Initial Complaint

  Date:05/25/2025

  Type:Customer Service 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.

  Dear Better Business Bureau,I am writing to formally file a complaint regarding ongoing issues I have experienced with Ulta Beauty. Despite multiple attempts to resolve these concerns directly with their customer service team, I have not received satisfactory assistance or resolution, leaving me feeling extremely frustrated and disappointed.The issues are as follows:Missing Ulta Rewards Points: My account is currently missing a significant number of rewards points. I have contacted Ultas customer service several times, but they have not provided any concrete answers or resolutions. Instead, I have been repeatedly transferred between representatives without progress.Inadequate ***************** Each time I reach out for help, I am given the runaround. No one seems to take ownership of the issue or provide consistent information. The lack of follow-through and accountability is deeply concerning. For example when I expressed the issue of my account being unable to complete the transaction the chat and the customer service members did not give me any help on how to resolve the issues rather saying that they would just look into a contact me with a fix when they can. Account Access Issues: I am unable to complete transactions either through guest checkout or when logged into my account. This has prevented me from making purchases and using my rewards, further compounding the frustration.I am a loyal customer who has always valued the ********************** brand, but these recent experiences have left me feeling unheard and disregarded. I am seeking the BBBs assistance in getting these issues investigated and resolved. I simply want access to my account, my missing points reinstated, and the ability to shop without technical barriers.Thank you for your attention to this matter. I hope it can be resolved swiftly with your support.

  

  Business Response

  Date: 05/28/2025

  Thanks for the opportunity to respond to Wonuola Olagungu's complaint regarding their missing rewards points and inability to place an order. 
  
  In order to resolve this matter for Wonuola, 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 

• Initial Complaint

  Date:05/25/2025

  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.

  My Ulta Rewards account was hacked this morning and someone now has access to any information in that account. I was told that I will not be able to reset any passwords or information regarding the account for ***** hours and there was no hold able to be placed on my account from being used or for a credit card being applied for in my name. I am terrified that someone will now use my information to apply for a credit card because my complaint isnt being taken care of in a timely manner.

  

  Business Response

  Date: 05/27/2025

  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 restored ******* ************ to their correct information and reinstated any points that were used. We have flagged the unauthorized activity to our internal teams to review further. An email follow up was sent to ******* ********** on 5/26/25 when their account was restored. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  Customer Answer

  Date: 05/28/2025

   
  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:05/23/2025

  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 have tried to place an online order with Ulta for well over a year now. Every time I have gotten an error message telling me something is wrong with my payment method. I have checked over and over and over again- ALL of my information is correct. My ulta credit card works just fine in-store. I have tried both shipping the order to my house and pick up in-store, neither works. I have never had any issues with my account other than this. I have called Ulta guest services and they always tell me they dont see a reason why this is happening, and to try again tomorrow. The closest Ulta store to me is about an hour away. I need this problem fixed immediately.

  

  Business Response

  Date: 05/27/2025

  Thanks for the opportunity to respond to ********** ********* complaint regarding the error that is preventing ********** ******* from checking out online. 
  
  In order to resolve the matter for ********** ******* we have followed up with ********** ******* via email to provide troubleshooting steps to resolve this error. We truly apologize for the inconvenience the matter has caused. 
  
  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,
  
  ********** *******

• Initial Complaint

  Date:05/23/2025

  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 was in store on 5/5/25 and made a purchase of $173.74 As of 5/7/25 I was double charged on my bank statement. I got a copy of my bank charges and took it into the store for a refund but she told me I have to call customer service. I called on 5/7/25 and was told Id have the refund in 5-7 biz days. I called again on 5/19 and was told to provide bank statement. I responded with bank statement and she said would be resolved in ***** hrs. I called each day asking for update and they told me I needed to send actual pdf of changes from bank. I uploaded it today 5/23 & she told me again would be ***** hrs before they would look into it. The agent on 1 call told me if Id made the purchase online, they couldve refunded it that day back to my card. Now they are telling me I have to get a paper check in the mail whenever this is resolved.

  

  Business Response

  Date: 05/27/2025

  Thanks for the opportunity to respond to ****** ******* complaint regarding the duplicate charge for their recent in store purchase. 
  
  In order to resolve the matter for ****** Smith we have escalated this concern to our internal teams to review further. Once we have an update, we will follow up with ****** ***** directly via email. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

• Initial Complaint

  Date:05/23/2025

  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.

  Every time I try purchasing something on ulta it gives me the error that my cards security code is wrong when I know its not. I even try using Apple Pay and ****** and it still does not let me continue with the purchase. I did nothing wrong and I dont know why I cant buy anything anymore

  

  Business Response

  Date: 05/25/2025

  Thanks for the opportunity to respond to ******* Odesanya's complaint regarding their inability to place an order on **************************. 
   
  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 

• Initial Complaint

  Date:05/23/2025

  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 am unable to make purchase online in my account or in store with my ulta credit card. I also tried using 2 alternate credit cards online and they still would not work. I have logged out of my account, removed and readded credit cards and addresses and have been talking to customer service over a week, providing screenshots and bag IDs. Nothing has worked. The website is terrible and Im not sure how I can use my card or my points if it wont even work in store.

  

  Business Response

  Date: 05/24/2025

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

• Initial Complaint

  Date:05/22/2025

  Type:Delivery 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.

  Ulta banned me from ordering online due to a chargeback. There was no chargebackthey gave me the order number I sent them my bank statement showing no chargeback, they still wont listen to me. I have never had a chargeback or did anything wrong while ordering with ulta. They keep sending me in circles when I call/email. I literally did nothing to ulta except spend a ton of money.i am so confused why they wont listen to me. Thank you

  

  Business Response

  Date: 05/24/2025

  Thanks for the opportunity to respond to ******* ********* complaint regarding online ordering. 
  
  In order to resolve the matter for ******* Haseleu we have confirmed with our internal teams and informed the Guest that we will not be accepting their online orders due to a confirmed chargeback. We
  truly apologize for the inconvenience the matter has caused. This decision is final and Ulta Beauty considers this matter closed. 
  
  Best ************************* Advocate