Complaints

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

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• 

  ULTA Beauty

  1000 Remington Blvd Ste 120 Bolingbrook, IL 60440-4708

  
• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  5410 Pacific Ave Stockton, CA 95207

• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  2841 Countryside Dr Turlock, CA 95380

• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  3591 N. Freeway Blvd Sacramento, CA 95834

• 

  ULTA Beauty

  12715 Citrus Park Drive Tampa, FL 33625

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:05/15/2025

  Type:Delivery 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.

  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:

  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 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:

  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 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:

  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.

  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

• Initial Complaint

  Date:05/14/2025

  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.

  overcharged three times - pending credit to my card over a week old

  

  Business Response

  Date: 05/16/2025

  Thanks for the opportunity to respond to **** ******' complaint regarding multiple charges. 
  
  In order to resolve the matter for **** Jacobs we have reached out directly to the Guest for additional information to assist. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

• Initial Complaint

  Date:05/14/2025

  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.

  Ive been a loyal Ulta Beauty customer for over 10 years. Recently, I was unable to log into my account despite multiple attempts. I tried resetting my password several times but never received a reset email. Out of concern, I created a new account just to access Ultas services which further convinced me that my original account had been hacked.I called Ultas customer service to report the issue. The representative confirmed that my case would be escalated and I would receive an email by the end of the day. I never received any follow-up, and it has now been several days without any communication or resolution.The most alarming part: Ive accumulated a significant amount of Ultamate Rewards points over the years, worth a redeemable dollar amount. The representative informed me that those points have already been used confirming my suspicion that my account was compromised. I also dont know whether my saved payment information is still on the account, and customer service said they could not disclose that information.This has left me deeply frustrated and concerned about both the loss of my rewards and the potential exposure of my financial data. I am requesting immediate assistance in securing or recovering my original account, the reinstatement of my lost rewards points, and transparency regarding whether any payment information was stored or used.

  

  Business Response

  Date: 05/16/2025

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

• Initial Complaint

  Date:05/14/2025

  Type:Delivery 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 a gift card today as of about 4 pm, I tried to place an order since 8 pm and am still unsuccessful even though my account has more than enough to cover the left over from the balance. Order was failed to post but the system took my $50 gift card and charged my account the remaining money. I am being told I have to wait 48 hours for this to reverse but thats not good enough. I dont get to go to Ulta often and I want to go pick up my items. I cant even place an order on their website. They stole my money and wont give me products.

  

  Business Response

  Date: 05/15/2025

  Thanks for the opportunity to respond to ***** ********* complaint regarding their gift card and online ordering. 
   
  In order to resolve the matter for ***** Freeman we have replaced their gift card in full, and have confirmed it was received, and we are actively communicating with the Guest Directly to resolve their online order issue. We truly apologize for the inconvenience the matter has caused. 
   
  Best ************************* Advocate

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23327218
  
  I am rejecting this response because:
  I have been in communication with several people, all who send it to it and it has been now ****************************************************************************************** order online, 

   

  I am disabled and this was a gift card for a first time online shopping situation. I have yet to receive any compensation form anyone besides false promises. 

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

  

  Business Response

  Date: 05/21/2025

  Thanks for the opportunity to respond to ***** ********* complaint regarding their gift card and inability to place an order.? 
  
  In order to resolve the matter for *****, we have sent them several direct message via email advising of a resolution. We apologize for the inconvenience this has caused you. 
  
  Best ******************************** Advocates?
  
  

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23327218
  
  I am rejecting this response because:
  It has been now 8 days and I am still unable to get my order in time because I had to call corporate myself to get this handled. I still can not shop like a normal customer and they will not do anything to rectify the error they caused a physically disabled person. 
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a order on door dash for Valentino perfume it leaked the bottle was defective they will not allow me to return it its within the timeframe

  

  Business Response

  Date: 05/15/2025

  Thanks for the opportunity to respond to ****** ********* complaint regarding their order. 
  
  In order to resolve the matter for ****** *******, they confirmed the order was placed 2/10/2025 and their first contact to Ulta Beauty was 5/13/2025 which is outside of our return policy. We will not be able to provide a reshipment or refund for the order.  We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

• Initial Complaint

  Date:05/13/2025

  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.

  I have been trying to submit an online order with Ulta for over 72 hours. When I attempt to use any method in any browser, the screen simply reloads my cart or if I use the app it sends me to a white screen. I have notified customer service and they have said there's nothing they can do other than send my account to escalations, who have not communicated with me at all.

  

  Business Response

  Date: 05/15/2025

  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

• Initial Complaint

  Date:05/13/2025

  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.

  I have been trying to complete an order in ************************** for the last four days. I have been unable to complete the order. I contacted their customer service on four separate occasions and have done every method they have suggested to trouble shoot the problem and they continue to not help me. They continue to repeatedly tell me to try the same trouble shooting methods without a real solution. In the meantime, all of the sales that I was shopping with the intention of using have ended so I am no longer able to receive the sale prices in the items I am trying to purchase. In addition to requesting help from them multiple times, here is a list of the other methods I have done in attempt to complete a purchase: trying multiple times over the span of four days, trying three separate devices, trying three different payment methods on all three devices, clearing my cache/cookies on all three devices, trying with wifi and trying without wifi on all three devices, trying through ****** and safari and the Ulta app on all three devices, deleting and redownloading the ulta app on all three devices, trying to complete the order while signed into my account and while not signed into my account on all three devices, and clearing my cart and starting over multiple times across all three devices.

  

  Business Response

  Date: 05/14/2025

  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