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Business Profile

Retail Stores

ULTA Beauty
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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 2,677 total complaints in the last 3 years.
    • 1,018 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 cannot place an order and havent been able to for days. I have contacted customer service several times. I am eligible for five free gifts with purchase but the website and app will not allow me to get to checkout page. I was told the error is on ultas side and will be fixed today and its not. It is also charging me for a free gift though I have met the criteria.

      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 completed outreach to the guest to request additional troubleshooting and additional next steps. We truly apologize for the inconvenience the matter has caused. 
       
      Best ******************************* Advocate

      Customer Answer

      Date: 05/22/2025

       
      Complaint: 23353332

      I am rejecting this response because:
      I received an email stating several things to try, which I had already tried, as well as other remedies, which should have been noted in the log by customer service, as I contacted them at least three times. I requested points be added to my account also and have not received a response. The issue was on ultas end, per customer service. 
      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 partnered internally with our team to further review the issue. We completed direct outreach to the guest to share next steps. We truly apologize for the inconvenience the matter has caused. 

      Best ******************************* Advocate

    • Initial Complaint

      Date:05/18/2025

      Type:Product Issues
      Status:
      Answered
      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 attempting to purchase from ultas website and no matter what I do it doesnt work. I have contacted my bank to see if there was a stop payment on my account and they said no. Ultas customer service team has done NOTHING to help. They dont even respond to my inquiries.

      Business Response

      Date: 05/20/2025

      Thanks for the opportunity to respond to ***** ********* complaint regarding her recent issues placing orders online.

      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: 05/20/2025

       
      Complaint: 23347164

      I am rejecting this response because:

      they contacted me directly and said they fixed the issue but as shown in the above screenshots, the issue is not fixed.

      Sincerely,

      ***** *******

      Business Response

      Date: 05/27/2025

      Thanks for the opportunity to respond to ***** ********* complaint regarding their issues placing online orders.

      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: 05/28/2025

       
      Complaint: 23347164

      I am rejecting this response because:

      Sincerely,

      ***** *******

      Customer Answer

      Date: 06/03/2025

       
      Complaint: 23347164

      I am rejecting this response because: 
      I responded to the last email from your agency by using the link that was provided. I clicked that I was rejecting the businesss response. Is there a way to reopen the claim? Now that they know it is closed, they are not responding to my emails anymore and have not resolved my issue at all. 



      Sincerely,

      ***** *******

      Business Response

      Date: 06/05/2025

      Thanks for the opportunity to respond to ***** ********* complaint regarding her inability to place orders.
       
      In order to resolve the matter for ***** we have corrected the issue and the guest should be able to place orders moving forward. We truly apologize for the inconvenience the matter has caused. 
       
      Best ******************************* Advocate

    • Initial Complaint

      Date:05/18/2025

      Type:Product Issues
      Status:
      Answered
      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.
      For the past year, I have been unable to place any online order through Ulta, despite being a Platinum member for multiple years. I have tried multiple forms of payment (all which work at other places) and I have tried calling to get this resolved and the associates have been unable to help. Many of their sales are for online purchases only so this prevents me from being able to purchases the items they market to me over email and through the app. I have seen many others have this issue in forums such as Reddit and it is disappointing that they have not trained their associates with how to handle these types of account issues. To help Ulta resolve this issue, my member ID is *************

      Business Response

      Date: 05/20/2025

      Thanks for the opportunity to respond to Ally ********* complaint regarding their inability to place orders.

      In order to resolve the matter for Ally, we will be connecting directly with the guest via private message. We truly apologize for the inconvenience the matter has caused. 

      Best ******************************* Advocate 

    • Initial Complaint

      Date:05/18/2025

      Type:Product Issues
      Status:
      Answered
      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 recently upgraded to an Ulta rewards master card. The approval letter I received said to keep a look out for my new card in April. I called customer service to advise them that I never received the card and was told that the card will be mailed out on May 5th it's now May 18th and I have yet to receive this card. I emailed Ulta and have yet to receive a response. At this point I don't even want the upgrade if they can't send me my card then explain what happened to the card or downgrade me back to the regular Ulta credit card. It's not worth the aggravation of waiting almost a month for a credit without any explanation for the hold up. I might add that the ********** is being reported on my credit report but again I don't have the card

      Business Response

      Date: 05/20/2025

      Thanks for the opportunity to respond to ******* ******* complaint regarding her Ultamate Beauty Rewards credit card.
      In order to resolve the matter for Kartika we have forwarded her request internally to the Comenity team to connect with her.We truly apologize or the inconvenience the matter has caused. 

      Best ******************************* Advocate

    • Initial Complaint

      Date:05/16/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 ***************** from ************************** within and not longer than ***************************************************************************************** to look at the expiration date which was 2020. I took the product back to the store where they refused to do anything because it was purchased more than 60 days ago. NOT EVERYONE USES COSMETIC PRODUCTS IMMEDIATELY UPON PURCHASE. The idiot salesgirl told me to call Ulta ***************** That is an oxy-moron because Ulta has NO CUSTOMER SERVICE. I want either a refund or a store credit for this long ago expired product. They are endangering people's eyesight selling an eye product that is 5 years old. I did NOT buy this product in 2020. I purchased it no longer than 2024 which means, if unwraped which it was, it remains good for 12 months. 2020 is more than 12 months ago. Ulta should be fined for selling a product this old.

      Business Response

      Date: 05/18/2025

      Thanks for the opportunity to respond to ***** ******** complaint regarding their expired item.?

      In order to resolve the matter for *****, we have sent them a direct message via email. We apologize for the inconvenience this has caused you.

      Best Regards,?
      Guest Service Advocates

      Customer Answer

      Date: 05/19/2025

       
      Complaint: 23338717

      I am rejecting this response because:  The merchant contacted me directly via email yesterday asking for additional information.  I immediately provided it and received another response asking for something else which I immediately provided.  Since then I have heard zero from the merchant.

      Sincerely,

      ***** ******

      Business Response

      Date: 05/21/2025

      Thanks for the opportunity to respond to ***** ******** complaint regarding their reportedly expired item.? 

      In order to resolve the matter for *****, we have sent them multiple direct message via email requesting additional details of their purchase. We apologize for the inconvenience this has caused you. 

      Best ******************************** Advocates?

      Customer Answer

      Date: 05/21/2025

       
      Complaint: 23338717

      I am rejecting this response because:  I responded to the merchant's latest email saying Ulta has no record of my purchase.  I told them I would check further but I find that strange because only one of two vendors sell that product and I definitely recall purchasing it t least two-three times from Ulta so they definitely have a record of that and are being very shady about it.  
      As a courtesy, I will check with the other vendor tomorrow and let them know but I do not consider this matter resolved no matter what they say.

      Sincerely,

      ***** ******

    • Initial Complaint

      Date:05/16/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 by someone else. My points with monetary value was used. My personal information is linked to my account, including my bank account. When I reached out to Ultas customer service, I did not get an immediate answer of what could be doing for me or how my information will be protected, nor was I granted access to my account.

      Business Response

      Date: 05/18/2025

      Thanks for the opportunity to respond to ******* ********* complaint regarding their Ulta Beauty Rewards account.?

      In order to resolve the matter for *******, we have sent them a direct message via email. We apologize for the inconvenience this has caused you.

      Best Regards,?
      Guest Service Advocates

    • Initial Complaint

      Date:05/15/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      Yesterday (5/14/2025), I attempted to place an online order using 139 dollars worth of Ulta rewards points. One item was out of stock, causing the order not to go through. However, my credit card was charged, and my points were taken. I contacted customer service, and they told me my points would be returned to my account within 24 hours. Also, they said I would receive an email the following day to follow up. As of today (5/15/2015), I have not received any of my points back or an email from customer *************, customer service told me my points would not be returned for seven days. This is not the first time I've had an issue with reward points taking days (sometimes weeks) to be correctly reflected in my account.Ulta's online inventory system needs an update so that out-of-stock items do not cause order processing issues. They also need a quicker turnaround for processing reward points transactions. Ideally, in this situation, a customer should be credited their points back immediately. Even offering a coupon for the inconvenience would be better than customer service's empty promises.

      Business Response

      Date: 05/17/2025

      Thanks for the opportunity to respond to ********* ********* complaint regarding the pending authorization on their Ulta Beauty Rewards points from a failed order attempt.

      In order to resolve the matter for ********* ******* we have reviewed their account and confirm the pending point redemption should fall off of ********* ********* account within 7 days of the failed order. We truly apologize for the inconvenience the matter has caused and thank ********* ******* for sharing their feedback on this experience. 

      Best ******************************* Advocate

      Customer Answer

      Date: 05/22/2025

       
      Complaint: 23336158

      I am rejecting this response because:

      Ultas response does not address any of the concerns I outlined in my original complaint.


      Also, it has been 7 days and my points still have not been returned.


      Sincerely,

      ********* *******

      Business Response

      Date: 05/22/2025

      Thanks for the opportunity to respond to ********* ********* complaint regarding the hold on their Ulta Beauty Rewards points for an incomplete transaction.

      In order to resolve the matter for ********* Trotter we have advised ********* ******* that it can take up to 7 days for the hold of their points from the incomplete transaction to fall off and the points be returned. We have confirmed that as of 5/22/25, the hold on these points have been removed and these points should be available again to use. We truly apologize for the inconvenience the matter has caused. 

      Best ******************************* Advocate

    • Initial Complaint

      Date:05/15/2025

      Type:Billing Issues
      Status:
      Answered
      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 someone used my points to purchase something. Ive been locked out of my account. I dont know if my credit cards have been compromised. Ulta did not give me any answers.

      Business Response

      Date: 05/17/2025

      Thanks for the opportunity to respond to ****** ******* complaint regarding the unauthorized account changes and order placed using their Ulta Beauty Rewards points. 

      In order to resolve the matter for ****** Dadds we have restored ****** ***** account to their correct information, and flagged the unauthorized order information to our internal partners to review. The points used on this unauthorized order have been reinstated as well. We truly apologize for the inconvenience the matter has caused. 

      Best ******************************* Advocate

    • Initial Complaint

      Date:05/15/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 place an online order on 5/6 using three gift cards, $50 and two $25, and another payment method. ************************** would not process the order using three different payment methods, and then my gift card balances were $0 with the order still not placed. Ulta told me the balances would return in 3-5 business days. They did not. I contacted ulta on 5/13 and they escalated it, saying I would receive a replacement in 48 hours. I did not. I contacted again on 5/15 and received the same answer. After 9 days I still do not have a refund.

      Business Response

      Date: 05/17/2025

      Thanks for the opportunity to respond to ***** ******** complaint regarding the pending authorization on their gift cards. 
       
      In order to resolve the matter for ***** ****** we have reissued ***** ******** gift cards on 5/15/25. These e-gift cards were sent via email to ***** ******. We truly apologize for the inconvenience the matter has caused. 
       
      Best ******************************* Advocate

      Customer Answer

      Date: 05/21/2025

       
      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:05/14/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      cannot place my ulta order , either thru the mobile app or on any of 3 other computers, laptops, ipads that i have tried on.. cannot check out any way or form. not pay pal or secure checkout. this is beyond frustrating as i am trying to order some gifts and cannot get to one of their stores at this time. guest services was of absolutely no help at all. customer service was no help. this is frustrating and ridiculous. i see that other people have had this issue also and after contacting BBB, their issue was resolved almost immediately. i would appreciate your help with this. thank you,

      Business Response

      Date: 05/16/2025

      Thanks for the opportunity to respond to ***** ********** complaint regarding online ordering. 

      In order to resolve the matter for Milly **************** have reached out to the Guest directly to assist. We truly apologize for the inconvenience the matter has caused. 

      Best ************************* Advocate

    ULTA Beauty is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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