Complaints

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

close

Find a Location

ULTA Beauty has 1462 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ULTA Beauty

  1000 Remington Blvd Ste 120 Bolingbrook, IL 60440-4708

  
• 

  ULTA Beauty

  12715 Citrus Park Drive Tampa, FL 33625

• 

  ULTA Beauty

  103 N Cattlemen Rd Sarasota, FL 34243

• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  11850 Pines Blvd Pembroke Pnes, FL 33026-4123

• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  12054 SW 88th St Miami, FL 33186-2002

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:06/11/2025

  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.

  Im an Ulta Rewards credit card holder & have been since June 2017. This entitles be to Ulta rewards points I should receive an additional point for every dollar spent (excluding tax & shipping). These points are posted to my account monthly. In May 2025, I realized that every month I can view history for on my end, the Ulta Credit Card base points posted to my account were less than the eligible spend, which is not correct - they should be equal. I was able to view May 2025-June 2024 credit card point detail on my account & every single month I was shorted on the base points I shouldve received. I reached out to Ulta support, the support agent agreed this was not correct & manually posted the 465 credit card base points I was shorted for May 2025-June 2024.I reached out to support asking for detail on my credit card eligible spend & credit card base points posted to my account monthly for months prior to June 2024, as far back to June 2017 as possible to determine when the error resulting in me being shorted my credit card base points began, however it does not sound like that detail is available to be provided to me. It is not my responsibility as a customer to ensure I am being correctly awarded the points I am owed, so I did not even think to begin checking this every single month. Ive tried to work towards a resolution with support for over 3 ********** has been a terrible & frustrating experience. Ive been passed between multiple agents, each seemingly not reviewing any prior correspondence & needing the issue reiterated ************* this point, Im requesting an estimated point balance be manually added to my account because detail cannot be provided to determine how many points I have actually been shorted. Ive been a card holder for 8 years now & was shorted ************************* the last year. If Ive been shorted around that number of points since 2017, that could be ********* missing points, which is unacceptable & very disappointing.

  

  Business Response

  Date: 06/13/2025

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

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23455766
  
  I am rejecting this response because: I received the same generic response that I had already received about 10 times. It is clear no effort is being made to understand the issue. I am continuously being asked to provide documentation supporting the issue when the issue is that Ulta cannot provide me the documentation I am requesting. That is why I believe this very conservative estimate to cover the potential loss over 7 years is a fair ask. Again, it shouldnt be my responsibility as a customer to ensure the business is properly adding my credit card reward points every month. If I had the detail and documentation to reconcile the difference in points every month prior to June 2024, I gladly would. However, Ulta cannot provide it to me and I cannot view it on my account any longer, which is why I am proposing a different solution as a  very loyal customer. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 06/17/2025

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

  In order to resolve the matter for ****** Fuhrmann we have requested which specific transactions the Guest felt were under-awarded so we may review, and the ****** Fuhrmann declined to provide specific transactions. Without any specific transactions to review we will not be able to provide confirmation of any missing points and as a result will not be providing ****** Fuhrmann the requested points. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23455766
  
  I am rejecting this response because: again, its clear zero effort is being made to understand or rectify my issue. If I had the documentation to reconcile missing points, I gladly would. Ulta is unable to provide and apparently refusing to work towards a resolution. Theyve lost a very loyal customer. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/11/2025

  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 placed an order for Same Day Delivery on **************************. It was not delivered. I have a Ring doorbell and no one was in the vicinity of my apartment when the order was supposably "delivered." The man I initially spoke to on chat told me to "wait 24 hours and see if it's delivered." The next day the man I spoke to on the phone said "there's something weird about the signature." But wouldn't indicate what. So, I have no clue what is going on or where my stuff is. I have spoke to both DoorDash and Ulta. ******** has indicated that Ulta is responsible for refunding the order. Ulta has said they aren't responsible for lost or stolen ************* my confusion is, who is responsible for this???? Ulta chose to put it in the hands of DoorDash. ******** indicated they don't have my money, that Ulta does so they can't refund me. And no one wants to take accountability of the items I purchased not arriving to me. Someone, other than me, is liable for this. And since my business was done with Ulta and they have my money - but didn't provide me the purchased goods, it's Ulta. Maybe Ulta can get DoorDash to reimburse them - but I wasn't a customer of DoorDash and they won't even discuss the matter with me. They said their customer "**********************" needs to contact them for a claim.I need either my money refunded or my items sent to me.

  

  Business Response

  Date: 06/13/2025

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

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23454319
  
  I am rejecting this response because: it might have been "signed for" but it was not signed for by me, nor was it delivered to my apartment. ******** confirmed that whoever signed it, signed the name as "****** ******" when it was typed in and the signature is illegible. Whoever it was delivered to didn't even know the correct name. My guess is they said "this is for ****** ********" and the person didn't hear the whole last name and just wrote it as ******. Either way, it wasn't delivered to my apartment. I also have Ring camera footage showing no one was at my apartment when it was "delivered." I have cameras on both my door and parking lot/stairs, that can confirm there was no activity when it was supposably delivered to me. ******** claims it was delivered at 5:40 and the only movement I had near that time on June 2 is my neighbor, as pictured in the first screenshot. The 2nd screenshot shows my parking lot and stairs to my apartment - the only person is my neighbor below me taking out the trash. I can provide both videos as well, if needed.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 06/17/2025

  Thanks for the opportunity to respond to ****** ********** complaint regarding their order. 
  
  In order to resolve the matter for ****** ******** we have confirmed that the order was successfully delivered and signed for and as a result we will not be able to reship or refund the order due to the confirmation of successful delivery. We truly apologize for the inconvenience the matter has caused. 
  
  Best Regards,
  Guest Service Advocate

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23454319
  
  I am rejecting this response because: DoorDash, the delivery partner, has confirmed to me that it was "signed for" by ****** ****** not ********. They have also confirmed to me that Ulta is not working with them to resolve this. They have stated to me that they have authorized a refund due to order not delivered. So, Ulta is not being transparent and choosing not to refund my money despite DoorDash acknowledging the error.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 03/28/25 Order M165106439 Ordered perfume and item was delivered to the wrong address. I tried resolving with merchant but theyre refusing a refund. I am requesting the refund be issued via check or ******. I no longer have the card used when buying this item.

  

  Business Response

  Date: 06/12/2025

  Thanks for the opportunity to respond to ****** ****** complaint regarding their order. 
  
  In order to resolve the matter for Laquon Lane we have confirmed with them directly that the order was shipped and delivered with visual proof of delivery and as a result we are unable to provide a reship or refund for the order. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23452633
  
  I am rejecting this response because: I informed the merchant that the picture provided does not match my home and no packages were delivered. I am a loyal customer of ********************** and am extremely dissatisfied with the service received.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/17/2025

  Thanks for the opportunity to respond to ****** ****** complaint regarding their order. 
  
  In order to resolve the matter for Laquon Lane we have confirmed with them directly that the order was shipped and delivered with visual proof of delivery and as a result we are unable to provide a reship or refund for the order. This decision is final and Ulta Beauty considers this matter closed. 
  
  Best Regards,
  Guest Service Advocate

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23452633
  
  I am rejecting this response because:
  The order was delivered to the wrong house and I never received my package. The company intentionally is trying to not give me a refund .
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/10/2025

  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 attempted to order 3 items from ************************** in January 2025 & 1 item in June 2025. The website would not accept my payment information so I tried to place my order multiple times, using other credit card numbers, different internet browsers, & an alternate email address. ************* stated I would not be able to order online because, multiple identities and payment methods for the orders placed with your account were found. Please know that we 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. I sent a follow-up email on 06/03/25 explaining that my Ulta purchases have always been for personal use only and my orders have not been for excessive amounts of product. The only reason I tried using multiple payment methods, multiple email addresses, and multiple browsers is because the ordering system wouldnt accept my initial payment method. I received a response on 06/07/25 saying I would not be able to place online orders because they reserve the right to limit the quantity of items purchased per person. I understand the need to limit the quantity of items purchased, but I was literally trying to buy ONE ITEM during my recent order. I asked them to unblock my account & have not received a response. I would like ************************** to unblock my account so I can make online purchases or tell me how long my account will be blocked before I can make online purchases again. I would also like to know the acceptable action I should be taking if my payment information is not accepted in the future. I know my payment methods are valid. It made sense to try to re-submit them when I received an error message on the Ulta website, but this resulted in my account being banned from online ordering. If re-typing my payment information & trying other payment methods is somehow unacceptable, I would like to know what I should have done instead that would have allowed me to order online.

  

  Business Response

  Date: 06/12/2025

  Thanks for the opportunity to respond to ********* *****' complaint regarding online ordering. 
   
  In order to resolve the matter for ********* Evans we have confirmed that you are unable to order online due to a variety of contributing factors. As we researched your account, multiple identities and payment methods for the orders placed with your account were found. Please know that we 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. At Ulta Beauty, we are committed to providing you with an outstanding experience and would be more than happy to assist you at one of our stores. This decision is final and Ulta Beauty considers this matter closed.  
   
  Best ************************* Advocate

  Customer Answer

  Date: 06/14/2025

   
  Complaint: 23451589
  
  I am rejecting this response because: they did not actually answer my questions.  My questions are: 1) How long my account will be blocked before I can make online purchases again?  2) What is the acceptable action to take if my payment information is not accepted in the future?  I know my payment methods are valid.  The only reason I made multiple attempts is because the ordering system wouldnt accept my initial payment method.  I spoke to Ulta ************* and a store manager at a nearby Ulta store and both of them told me to re-enter my card information, try a different card, use a different browser, try a different email address, etc.  I continued attempting to order because ULTA EMPLOYEES TOLD ME TO TRY AGAIN USING DIFFERENT METHODS.  If re-typing my payment information & trying other payment methods is somehow unacceptable, I would like to know what I should have done instead that would have allowed me to order online.  
  
  I can assure you that my purchases were for personal use only.  My recent attempted order was for one item.
  
  I would like Ulta to actually answer my questions (listed above) instead of just giving customers the same response over and over again.  It is clear that this is an ongoing issue if you review the complaints against Ulta at the Better Business Bureau website. There are Reddit posts regarding this issue as well.  Ulta really needs to do better.  They are losing honest customers over this.
  
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 06/17/2025

  Thanks for the opportunity to respond to ********* *****' complaint regarding online ordering. 
   
  In order to resolve the matter for ********* Evans we have confirmed that you are unable to order online due to a variety of contributing factors. As we researched your account, multiple identities and payment methods for the orders placed with your account were found. Please know that we 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. At Ulta Beauty, we are committed to providing you with an outstanding experience and would be more than happy to assist you at one of our stores. This decision is final and Ulta Beauty considers this matter closed.  
   
  Best Regards,
  Guest Service Advocate

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23451589
  
  I am rejecting this response because Ulta still hasn't answered the questions I asked.  They continue to provide the same couple of canned responses, but their responses have nothing to do with the reason I made multiple attempts to place an order.  They would know this if they had actually read and comprehended my messages.  

  I would like someone from Ulta to actually read what I have written in my previous messages and I would like an actual response to my questions.    

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

• Initial Complaint

  Date:06/10/2025

  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 tried placing an order via ******. Once redirected back to Ulta the page went blank. I closed out the app and my items were still in the cart but my $11 worth of points were missing and didnt show in my history as redeemed. I called in and was told itll take 7-10 days to return to my account the order failed. I asked for a manager and was told no manager/supervisor was available but theyll put me back in the callback queue. Never received a call or my points back yet! I had even emailed. **************** is a joke! I missed out on the promotion because of the lack of assistance and awareness agents have.

  

  Business Response

  Date: 06/11/2025

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

  Customer Answer

  Date: 06/12/2025

   
  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:06/09/2025

  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 had placed an online order for pickup on June 6, 2025 1:22AM EST. At 11:37AM EST, I received an email that part of my order is available to be picked up as another part is out of stock, on June 6, 2025 9:31PM I received an email confirmation that I had picked up the order. I immediately tried to call yet realized Ulta had already closed at 9pm. The next afternoon I attempted to call the store directly at ************ yet there is no answer when you select extension 4 and will continuously ring. Instead I reached out to the ***** number instead. They advised me that they will escalate this and reach out accordingly. On June 9, 2025 4PM EST, I tried to reach out to the store again for resolution as I did not receive any follow-up. I spoke with a representative who said they will ask their manager to playback on the camera and confirm the order was not picked up because they check ID. They also stated they audit their orders and if the order is not there they will just mark it as picked up. At 6:44PM EST I received a return call back from the store extending their apologies and asked me to come into the store for a refund because they are unable to process the refund on their end and need the card to be physically captured on the *** machine due to their error of incorrectly placing my order as picked up. To now, I have no resolution and have been provided one inconvenience after another. I even opted in for then to give a credit back to my Ulta account yet it was declined. I am looking for a refund for the order I was charged for and did not receive the items. I am also looking for compensation for the run around and inconvenience caused by your store *************************************************************************************************

  

  Business Response

  Date: 06/11/2025

  Thanks for the opportunity to respond to ***** ****** complaint regarding their recent order which was marked as picked up, but ***** **** did not pick up this order.
   
  In order to resolve the matter for ***** Shum we have partnered with our store team and confirmed this order was marked as picked up by mistake. We have assisted ***** **** with a refund for this order on 6/11/25 to ***** ****** original form of payment. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 06/12/2025

   
  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:06/09/2025

  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.

  This morning (6/9/25) in the middle of the night my Ulta account was hacked and my log-in was changed so I can no longer access the account. The hacker used all my rewards points to ship herself an order to Sumter, SC (the name is ****** ***). I now cannot access my account. There is no form of two factor authentication and some random hacker was able to get access to my private info, including **************** cards. There is no telling the hacker will not use a card to place another fraudulent order. I want restoration of my account, including my points, and I want to see enhanced security so this sort of thing doesnt continue to happen so frequently at Ulta.

  

  Business Response

  Date: 06/10/2025

  Thanks for the opportunity to respond to ***** ******** complaint regarding the unauthorized activity noted on their Ulta Beauty Rewards account. 
   
  In order to resolve the matter for ***** ****** we have reviewed ***** ******** and restored their account on 6/10/25 and sent a follow up email advising additional information. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 06/11/2025

   
  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:06/07/2025

  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 received an order that was damaged and missing items. After arguing with customer service, I was eventually shipped replacement items but I was initially told (after several days and multiple times/avenues of contacting customer service) that they werent able to refund or replace because the shipped weight from the fulfillment center was correct. Ive never had any issues with Ulta whatsoever. That being said, when I noticed it was damaged/open, I looked at who delivered it because my normal mail guy would NEVER. It said ontrac. I googled them and lo and behold, rampant issues with theft, damage, and non delivery. Ulta is harming their reputation and customer base by partnering with them. It shouldnt take me 4 contacts and 4 days to get a replacement for items Ive never received. I didnt choose the shipper. Its ultimately Ulta responsibility to make sure I get my package.

  

  Business Response

  Date: 06/09/2025

  Thanks for the opportunity to respond to ******* ******** complaint regarding her recent order delivery.
  
  In order to resolve the matter for Jasmine, we have escalated her feedback to our internal partners and she was also provided a reshipment of her items. We truly apologize for the inconvenience the matter has caused. 

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

  Customer Answer

  Date: 06/09/2025

   
  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:06/07/2025

  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.

  Ulta has stopped me from being able to do online orders/pickups. Ive been told numerous different reasons why by each person I talk too. The latest being a chargeback to my account for an order a year ago. I looked and I received that order and it has cleared off my bank account. I have placed 16 online orders since this supposed chargeback a year ago. Ive been a member for over 10 years and spend a lot of money there. This is not the first time Ive had a issue with not being able to place online orders, and have been hacked numerous times and they have used my points in store which I dont understand cause I have to show my id everytime I do? Also a Ulta credit card was opened under me and I just recently discovered that and am trying to get that issue took care of.

  

  Business Response

  Date: 06/08/2025

  Thanks for the opportunity to respond to ******** ****** complaint regarding her inability to place orders online.
  
  In order to resolve the matter for ******** we have advised her that she will be unable to place orders due to a chargeback. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23438544
  
  I am rejecting this response because:

  I have reached out to Ulta and Ulta credit card about this chargeback and get no explanation for it. Ulta said to contact the credit card company regarding the chargeback and when I contacted them they have no record of a chargeback and the date they are saying is showing as is cleared on there. I sent them screenshots from my statement that showed no chargeback. This is not the first time this has happened where Ive not been able to place online orders with Ulta. I cant get proof of this chargeback from them, and its showing as cleared on my accounts. Im not showing any chargebacks ever in over 10 years of buying from them. Ive been with them since 2011 and have had numerous issues with my account getting hacked and not being able to place online orders several times and still continue to be loyal. Its getting frustrating not being able to place online orders but being told I can go in store and use the exact same card to buy? I made 16 online orders since the supposed chargeback on 6/14/24 that is now just becoming an issue?  Im not understanding why they tell me to contact the credit card company for it but the credit card company says they have no record of a chargeback, so why cant I be able to order online again if they are saying there isnt a chargeback?
  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 06/11/2025

  Thanks for the opportunity to respond to ******** ****** complaint regarding her inability to place orders online.
   
  In order to resolve the matter for ******** we have advised the guest that the decision is final and she will not be ablet to place orders moving forward. At this time Ulta Beauty considers this matter closed. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23438544
  
  I am rejecting this response because:

  how come they cannot give me proof of the chargeback(thats showing cleared on my end as well as the company for Ulta credit card they are saying I had to talk too), also how come I was able to place ******************* the last year since they are saying this chargeback occurred but now all a sudden a year later I cant place online orders anymore? After numerous different reasons I was finally told it was a chargeback from Ulta credit card and was told to contact them which I did and they told me they was showing no chargebacks on their end? What can I not get any proof of this reason they are giving me? This is not the first time Ive had this issue with them
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:06/07/2025

  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 am writing to express my deep disappointment regarding a recent package marked as delivered but never received. Despite being a loyal and frequent Ulta customer who has spent a significant amount of money over the years, I was told that a replacement would not be issued for this missing order.Unfortunately, this isnt the first time Ive experienced this type of loss. Several years ago, I had nearly $500 worth of Ulta merchandise stolen under similar circumstances, and nothing was done to rectify the situation. At that time, I was forced to take the loss, which was extremely upsetting.Since then, *** had no issues receiving my packagesuntil now. On the day in question, multiple packages from different vendors were stolen, but every other company has promptly reissued or refunded my order, with the exception of ************************* is incredibly frustrating and frankly disheartening to see a multibillion-dollar company treat its loyal customers this way. I expected better from a brand I have supported for years. I urge you to reconsider your position and take accountability by reissuing the missing items or providing a refund.Thank you for your attention to this matter. I hope to hear back with a more supportive resolution.

  

  Business Response

  Date: 06/09/2025

  Thanks for the opportunity to respond to ***** ******** complaint regarding her recent order.
  
  In order to resolve the matter for Debby  we confirmed with our with our internal team that all units shipped & delivered accordingly. Ulta Beauty considers this matter closed.  
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 06/09/2025

  
  Complaint: 23437335
  
  I am rejecting this response because: While I understand Ulta's policy may state that responsibility ends once a package is marked as delivered, I ask that you reconsider based on the following:
  Customer Loyalty: I have been a long-time, loyal customer of ********************** and have made numerous purchases over the years. I have consistently chosen Ulta for my beauty needs, and I believe this level of commitment deserves some consideration when issues like this arise.
  Precedent and Trust: This is not the first time Ive experienced an issue with a stolen package, and in the past, I was left to absorb the loss on my own. At that time, I chose to continue shopping with Ulta in good faith, trusting in the companys customer care and commitment to service. Unfortunately, this incident has caused me to question that trust.
  Industry Standards: Many companies in the beauty and retail industry now offer replacements or refunds for stolen packages as part of their customer protection efforts, especially when a customer has taken steps to report the theft. I have already reported this to the local authorities and no resolution has been found on their end.
  Good Faith ******* I am not asking for compensation or anything unreasonablesimply a replacement of the items I paid for and never received. This would go a long way in preserving the trust and loyalty Ive built with your brand.
  I hope youll take my situation into account and approve a replacement for my stolen package. I truly value Ulta and want to continue shopping with confidence. Please let me know if you require any additional documentation from me.
  Thank you for your time and consideration
  

  Sincerely,

   ****** ******

  
  

  

  Business Response

  Date: 06/11/2025

  Thanks again for the opportunity to respond to ***** ******** complaint regarding her recent online order. 
  
  We can confirm that her order was delivered on 6/6/25 with visual proof of delivery to the addressed confirmed by *****. At this time Ulta Beauty considers this matter closed. 
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23437335
  
  I am rejecting this response because:

  While I understand that your records show visual proof of delivery, I must respectfully disagree with the resolution. The fact remains that I did not receive the package, and multiple other deliveries in the area were also reported missing that same day. A photo of a package at a door does not confirm receipt by the intended recipient.

   

  Given the circumstances and the value of the order, I am disappointed that Ulta is unwilling to take further responsibility. I am requesting a re-evaluation of this matter or escalation to a higher department. As a long-time and loyal customer, I would expect a more customer-focused resolution.

   

  Sincerely,

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

   

   

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