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.

  4803 concord pike wilmington, DE 19803

• 

  ULTA Beauty

  12715 Citrus Park Drive Tampa, FL 33625

• 

  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: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

• Initial Complaint

  Date:05/22/2025

  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.

  Received notification of package being delivered 5/19 however was not here when I arrived home from work, Ulta employee told me via chat to wait 24hrs to see if it shows up, it never showed up plus I asked my neighbors about it, contacted them again after the 24hrs and was told they cannot reship or process a refund at that time and someone would reach out via email in 24hrs, no one ever reached out so I reached out again and was told the exact same thing! I will also be contacting all of the CEO's/***'s, etc. They are refusing to help or refund me.

  

  Business Response

  Date: 05/24/2025

  Thanks for the opportunity to respond to **** Moo's complaint regarding their order. 
  
  In order to resolve the matter for **** Moo we have reached out to the Guest directly to assist. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23366226
  
  I am rejecting this response because:

  This has not been resolved, they took my money 2 weeks ago and I have yet to be refunded for the item I never received. They have sent me nothing but automated and ChatGPT/scripted messages. An actual human has not reached out to me to resolve my complaint. Ive been getting told since last Monday its been escalated and being looked into by a different department, that is false. They are giving me the run around.

  
  Sincerely,
  
  **** Moo

  

  Business Response

  Date: 05/28/2025

  Thanks for the opportunity to respond to **** Moo's complaint regarding their order. 
  
  In order to resolve the matter for **** Moo we have confirmed that the order was delivered successfully to the address on the order and as a result we will not be able to provide a reshipment or refund. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23366226
  
  I am rejecting this response because: They refused to refund me even though I never received the item, had to dispute the transaction with my bank.
  
  Sincerely,
  
  **** Moo

• Initial Complaint

  Date:05/22/2025

  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.

  My account was hacked on May 16, and I notified Ulta customer service about it. Thankfully I was able to regain access to my account. Today May 22, 2025, I tried to place an order, tried ******, afterpay, several mastercards and **** cards and apple pay and i keep getting a error message stating that there is an issue with my methods of payment. I called all the banks and card banks and there are no issues with my forms of payment. I tried reaching out to a customer service agent and they tell me that i should reach out to the card/bank issuer, and not being really helpful and giving me no solution. Similar people who have had their accounts hacked also reported the same issue. I am asking for someone to kindly look into this.

  

  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 reached out to the Guest directly to assist. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23365941
  
  I am rejecting this response because:

   

  Someone from guest services did reach out, and informed me that this was going to be escalated with another team. I havent received an update yet, and I tried to place an order again, and unable place any order. I would really appreciate if someone can provide me with an update with this situation.  
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 06/04/2025

  Thanks for the opportunity to respond to ******* ******* complaint regarding online ordering. 
  
  In order to resolve the matter for ******* ***** we have reached out to the Guest directly to assist. We truly apologize for the inconvenience the matter has caused. 
  
  Best Regards,
  Guest Service Advocate

• Initial Complaint

  Date:05/22/2025

  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 returned items from 6 purchases in one container. The tracking number is 1Z6LM9T10300009419 and was delivered to the ULTA return headquarters on 4/2/25. All items I returned from the 6 purchases were sent in the same container. When I created the label on the *** website, I put 1.00 lbs. as the weight because I didn't have a way to measure the actual package weight at home.I have contacted ULTA customer service multiple times asking about the status of my refund for every item I returned. So far, I have only been refunded for one item: URBAN DECAY All Nighter Face Makeup Primer, SKU #*******, Size: 1.0 oz. That refund was issued on 4/7/25 in the amount of $41.73. I have not been refunded for any other items I returned. It has been more than 30 business days since my package was delivered. I need to be refunded for all remaining ************ order *********: I returned all items Online order M*********: I returned all items Store purchases:1. 1/27/25: all items returned except LARGE ULTIMATE DETANGLER FINE & FRAGILE SEAFOAM BLUE, I'M REAL SHEET MASK LAVENDER, and POWDER BRUSH 1CT 2. 3/5/25: I only returned POP LONGWEAR LIPSTICK SATIN BEIGE POP 3. 3/16/25 store purchase: I returned all items except HYDRATE SHEER SHAMPOO 9OZ, HYDRATE CONDITIONER 9OZ, EXTRACURL EYELASH CURLER, and ************************* 110 4. 3/16/25 online order in-store pickup M*********: I returned all items 5. 3/16/25 online order in-store pickup M162202367: I returned all items 5. 3/18/25: I returned all items except UBC FLAT SHADOW 164 6. 3/27/25: I returned all items except HYDRATE CONDITIONER 9OZ 7. 3/28/25: I returned all items except TAKE THE DAY OFF MICELLAR CLEANSING TOWELETTES FOR FACE & EYES *****OZ If you need screenshots of the 2 online order in-store pickup purchases, I need to email them separately because the file is too large to attach to this complaint. If you need a breakdown of how the refund of $1023.69 is calculated, I can email that to you, as well.

  

  Business Response

  Date: 05/23/2025

  Thanks for the opportunity to respond to **** ****** complaint regarding *issue*
  
  In order to resolve the matter for **** Hart we have reached out to the Guest directly to assist. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23364117
  
  I am rejecting this response because I should be refunded. I followed the businesss full return policy. The business did not follow their own return policy and said they can only issue me a gift card due to how long it has been since the purchases were made, not how long it has been since the items were returned and marked delivered by ***, then signed for by an ULTA returns center employee. I communicated all of this to specialist ****, who is with ULTA corporate. I am waiting on a response from him.
  
  Sincerely,
  
  **** ****

  

  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 to internal teams for assistance. In-store purchases cannot be processed for return by mailing them into our return center, they can only be processed in-store and we are reviewing the Guest's mailed in in-store purchases. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23364117
  
  I am rejecting this response because nowhere on the businesss website does it state that in-store purchases cannot be returned via mail for a refund to the original method payment.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:05/21/2025

  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.

  I purchased almost $120 worth of products from Ulta, my order included a free mothers Day bag that they added as a gift. One package was delivered by ***** and the other one was supposedly delivered by a new delivery company ulta is working with. The package delivered by ***** with the free bag I received but the second package that had all the items I actually paid I didn't get. The package was delivered and left outside while I was at work and it got stolen. I've reached out to customer service and they are doing nothing about it. They are treating me like my money or my business does not matter at all. I'm very disappointed in how the escalation team is handling the situation. They are pretty much saying that I'm out of luck because they are not replacing the stolen items.

  

  Business Response

  Date: 05/22/2025

  Thanks for the opportunity to respond to Masugbeh Sheriff's complaint regarding their order. 
  
  In order to resolve the matter for Masugbeh Sheriff we have reached out to the Guest directly for assistance. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23362491
  
  I am rejecting this response because:
  

  The business has not come up with a solution to resolve my issue. If they are not replacing my items then I should get a full refund since I never received the things I purchased.
  Sincerely,
  
  Masugbeh Sheriff

  

  Business Response

  Date: 05/28/2025

  Thanks for the opportunity to respond to Masugbeh Sheriff's complaint regarding their order. 

  In order to resolve the matter for Masugbeh Sheriff we have offered the Guest a reshipment or refund. 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.
  
  they have agreed to a refund.
  Sincerely,
  
  Masugbeh Sheriff

• Initial Complaint

  Date:05/21/2025

  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.

  I attempted to log into my Ulta Beauty Account, which I am a diamond member and card holder. I realized that my account was locked, could not reset my password, and someone had changed my email. I called and contacted Ulta Beauty several times stating they will escalate my case. They never got back to me and I received nothing from them. As an avid Ulta shopper, I can no longer believe my account/points are safe. My cards are saved to my account and this is been such a timely consumption.

  

  Business Response

  Date: 05/22/2025

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

• Initial Complaint

  Date:05/21/2025

  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 ordered a Dyson airwrap from ulta beauty on may 5th. The product I received was defective and I started the process for a refund. Then I receive notification that if I want a replacement or refund that I need to contact the manufacturer directly and deal with them. Are you kidding me? This whole process has been a cause of major stress and a hassle and now you want me to go chasing around my hard earned money. I have neither time nor patience to deal with that ordeal. And frankly, I shouldnt have to. I purchased the product from you, the lack of good customer service/ support is astounding. No empathy or understanding, its a shame.

  

  Business Response

  Date: 05/22/2025

  Thanks for the opportunity to respond to ****** ********* complaint regarding their order. 
  
  In order to resolve the matter for ****** Elouali we have confirmed the order was delivered successfully and will not be able to provide a reshipment or refund. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23360027
  
  I am rejecting this response because:

  These people didnt even bother to read my complaint and supplied a generic answer about the package being delivered. No one was disputing that! I received a faulty product and instead of receiving a refund/replacement Im being referred to the manufacturer? The audacity to pass the **** after taking my money is absolutely astounding to say the least. No value for the customer or their grievances. 

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

  

  Business Response

  Date: 05/24/2025

  Thanks for the opportunity to respond to ****** ********* complaint regarding their order. 

  In order to resolve the matter for ****** Elouali we have advised the Guest they may bring the item into a an Ulta Beauty store to request refund or exchange, and that the decision will be at the store's discretion. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23360027
  
  I am rejecting this response because:

  Thank you for proving my point again that you simply dont care about the customer experience. After all the unnecessary hurdles that I have had to encounter ( due to your incompetence and lack of empathy for the difficult situation), I still have to spend more of my precious personal time to take said defective product to a physical store in hopes that theyll be more human than their corporate counterparts, but accepting the refund/return is still at their discretion? So what exactly have you resolved here? Let this be a warning to all other consumers: ULTA BEAUTY IS NOT WORTH YOUR BUSINESS!

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

• Initial Complaint

  Date:05/20/2025

  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 ordered some perfume as a gift online and when I received the package I could tell that it has been tampered with. I took pictures of how i received the package. I opened the package to see the packing slip had been crumbled up in the box and one of the two items (perfume) was missing. The person attempted to repackage the box with clear tape. I called Ulta **************** to report that it was stolen and it was escalated but I am being told that because it was **** as complete that I will not be getting a replacement or refund. This item was $140 and no supervisor has contacted me regarding this situation even when I have requested one numerous times.

  

  Business Response

  Date: 05/22/2025

  Thanks for the opportunity to respond to **** *********** complaint regarding their order. 

  In order to resolve the matter for **** Castellon we have confirmed with our internal teams that the order was complete when shipped and we are not able to provide a reship or a refund. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23357724
  
  I am rejecting this response because:

  The pictures show it was clearly tampered with and just because it was marked complete im out $138 and without a product? Thats clearly theft on the company and of course on the person who stole the item. I will not accept anything other than a refund or replacement of the product!
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 05/24/2025

  Thanks for the opportunity to respond to **** *********** complaint regarding their order. 
  
  In order to resolve the matter for **** Castellon we have confirmed with our internal teams that the order was complete when shipped and we are not able to provide a reship or a refund. This decision is final and Ulta Beauty considers this matter closed. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23357724
  
  I am rejecting this response because:

  its obvious that the package was tampered with either after being marked complete or during shipment as I have stated. Now this company is refusing to refund or give me a replacement item and then file a claim with ***** for their money back but instead are stealing it from me, the customer, and not EVEN suggesting that! I have done everything I can including trying to file a claim with ***** but since I am not the shipper I can not file a claim but of course this business is refusing to make their customer happy and hoping they will return for future business. Instead they are just another problem of the corporate greed in this country!
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:05/20/2025

  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.

  My Ulta account was hacked and multiple people successfully used my points for their purchases. They also put their Apple Pay info and different names into my account. (Their cards were never charged because they redeemed my points for their purchases). I was able to get my account back, but ********************** has banned my account from making any purchases or redeeming any points because they said there are multiple identities and payment methods associated with my account. I emailed and explained to them many times that those identities are the hackers, but they never fixed the issue. As a result, my 5000 points that I have been saving have expired. I was a victim of their data breach, and they punished the victim by banning me from using my account/points that I earned.

  

  Business Response

  Date: 05/22/2025

  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

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23356191
  
  I am rejecting this response because:
  
  This is a non-response and it did not provide any resolution. 
  
  Sincerely,
  
  ****** ******

  

  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 confirmed with our internal teams that according to our records, they are unable to order online due to a variety of contributing factors. As we researched their account, multiple identities and payment methods for the orders placed with your account were found. Please know that Ulta Beauty only promote purchase for personal use or gifting and that these findings are not typical of a guest shopping for a gift or a product for themselves. As a result we will not be able to accept online orders from the Guest. We truly apologize for the inconvenience the matter has caused. 
   
  Best ************************* Advocate

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23356191
  
  I am rejecting this response because:

  This accusation is absolutely false. I only buy from Ulta for my own consumption and occasional gifting during the Holidays/Birthdays. 

  What are the different identities and payment methods you found on the account? I demand to see the result of your "investigation". As I have pointed out earlier, my Ulta account was hacked and multiple people added their names and payments to my account for "In-person pick up". They then successfully made purchases with my points. I'm a victim of Ulta's data breach and as a result I'm being punished for it. 

  I have seen online community discussions where numerous of Ulta accounts were hacked way before mine. It indicates that you have a serious data security issue and you allow the problem to persist. Additionally, there are many victims like me who got their accounts banned, specifically accounts with large amounts of points (I saved up about 5000 points throughout the years). This is suspicious and morally dubious business practice and I demand to see your "investigation" report because that's total nonsense. 

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

• Initial Complaint

  Date:05/20/2025

  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 unable to check out on this website for over 2 years. Contacted CS multiple times with no resolution.

  

  Business Response

  Date: 05/22/2025

  Thanks for the opportunity to respond to ***** ********* complaint regarding being unable to place an online order.
  
  In order to resolve the matter for ***** we have confirmed the issue is due to a chargeback. The guest will remain unable to place an online order, but we welcome the guest to shop in-store for all their beauty needs. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23354270
  
  I am rejecting this response because:

  I did submit a chargeback a few years ago when I placed an order and did not recieve it. After looking into, I found that the order shipped to my old address in a different state despite me entering my new address during checkout. Unfortunately I did not realize what had happened prior to placing the chargeback. I saw that I had my old address saved on my Ulta account, however I did input my new address when ordering and it seems the system reverted it to the old address, so it should not have been shipped to the address it went to.

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

  

  Business Response

  Date: 05/23/2025

  Thanks for the opportunity to respond to ***** ********* complaint regarding their inability to place an online order.
  
  In order to resolve the matter for ***** we have we have confirmed the issue is due to a charge chargeback and the decision is final. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate