Business Profile

Retail Stores

ULTA Beauty

Complaints

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

Customer Complaints Summary

2,686 total complaints in the last 3 years.
1,022 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.

Initial Complaint
Date:02/22/2023
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.
ULTA HAS BEEN CHARGING ME A RIDICULOUS AMOUNT OF LATE FEES. THEY DO NOT EVEN PROVIDE A VIABLE GRACE ****** AND I HAVE BEEN CHARGE IN ACCESS OF $250 IN FEES IN THE LAST FEW MONTHS. I UNDERSTAND THAT INTEREST CHARGES MUST BE CHARGED ON CREDIT CARDS BUT CHARGES OF $40-CLOSE TO $50 IN LATE FEES IS ABSORD. I HAVE CALLED TO TRY AND SEE IF THERE IS A WAY FOR THEM TO WAIVE SOME OF THESE FEES AS IT IS HITTING ME HARD SINCE I JUST STARTED WORKING AFTER BEING LAID OFF FROM JOB. AND THEY ADVISED BY LAW THEY ARE ONLY ABLE TO PROVIDE 1 LATE FEE TO CUSTOMERS BECAUSE THEY ONLY PROVIDE 1 LATE TO EVERY SINGLE CUSTOMER WHICH I AM SURE THAT IS A LIE. THEY ARE LYING ABOUT IT AND I WOULD LIKE TO HAVE IT INVESTIGATED. THEY SAID THAT LAW PREVENTS THEM FROM REFUNDING ANY MORE THAN 1 FEE AND I FIND THIS HARD TO BELIEVE I FEEL LIKE THEY MAY BE DISCRIMINATING AGAINST ME BECAUSE I AM HAVING A HARD TIME MAKING PAYMENTS ON MY ACCOUNT. PLEASE LOOK INTO THIS BECAUSE IT IS NOT FAIR THEY ARE KEEPING MY BALANCE HIGH AND I AM NOT ABLE TO PAY DOWN THE BALANCE. INSTEAD OF MY BALANCE GOING DOWN AS I MAKE PAYMENTS IT KEEPS GOING UP. I STOPPED SPENDING BUT WHY DOES MY BALANCE KEEP GOING UP. HOW AM I SUPPOSE TO LIVE
Business Response
Date: 03/02/2023
Thank you for the opportunity to respond to ******************** complaint relating to her Ultamate Rewards credit card.
As we understand the complaint, ****************** has expressed concern regarding the balance on her Ultamate Rewards credit card. The Ultamate Rewards credit card is issued and managed by ********************** now operating as **************** Ulta Beauty neither issues the credit card nor controls its payment terms. Any account inquiries and concerns would have to be addressed by ***** Financial, who can be reached via phone at **************.We encourage ****************** to reach out to *************** and apologize for any inconvenience this may cause.
Best ***************** Services Advocate
Initial Complaint
Date:02/21/2023
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.
Hi team, I am filing this complaint because you guys blocked me from placing online orders due to false charge back in 2018 when I didnt even buy from you guys back in 2018 I started buying in 2022...I havent done a single chargeback This is disappointing Please help fix our account so we can continue placing online orders...Thanks ****
Business Response
Date: 03/01/2023
Thanks for the opportunity to respond to Ms/******************** ********* regarding their inability to order online.

In order to resolve the matter for Ms/****************, 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: 03/02/2023

Complaint: 19445546

I am rejecting this response because:
I havent received any communications yet.
Sincerely,

*********************
Business Response
Date: 03/03/2023
Thanks for the opportunity to respond to ******************** complaint regarding their unability to order online.

In order to resolve the matter for **************** we have provided the reason why they are unable to place orders online. We truly apologize for the inconvenience the matter has caused.

Best ******************************* Advocate
Customer Answer
Date: 03/07/2023

Complaint: 19445546

I am rejecting this response because:
reason is false and untrue
This is horrifying.

Sincerely,

*********************
Initial Complaint
Date:02/20/2023
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.
On February 6,2023 I purchased *************************** Beyond Romance Perfume from Ulta.com which included a free ***** bear with the purchase of the perfume.. I receive a package on February 8,2023 with the free ***** bear but there was no Perfume in the box there was a invoice inside the box that said the perfume and ***** bear was ship together. I call customer service to report the situation I was told that they need a couple of days to figure out what happened to my item. I call today 2/10/2023 to find out if I could get a replacement or a refund I was told that the box weight match the weight of the bear with the perfume so they could not give me a replacement or a refund. I don't know how they ship things but obviously the shipping label was made in advance before putting the 2 items in the box. I need help getting a refund or replacement please
Business Response
Date: 02/28/2023
Thanks for the opportunity to respond to Mr. *********** complaint regarding order-K242865047.

In order to resolve the matter we have issued a replacement. We truly apologize or the inconvenience the matter has caused.

Best ************************* Advocate
Customer Answer
Date: 02/28/2023

Better Business Bureau:
Complaint has been resolved.
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:02/19/2023
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.
Ulta engages is absolutely shameful and deceptive business practices. They let you buy and send gift cards with no intention to honor them.Avoids confrontation and accountability by passing you off to a 3rd party company tat doesn't actually exist. *************)Employees are trained to be as unhelpful as possible and will hang up in your face or put you on hold and never return.Does not appreciate or honor customer loyalty, even if you've been a member and spent thousands over the last several years.
Business Response
Date: 02/28/2023
Thank you for the opportunity to respond to Ms. ********* complaint relating to her Ulta Beauty promotion and experience.

To resolve the concern, we have been able to honor the promotion and send the details to ******************** via email on 2/27. In addition, we are reviewing her prior outreaches to address and provide feedback.

Best ***************** Services Advocate
Customer Answer
Date: 03/01/2023

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. I have received a gift card with of 50% of the original amount.

Sincerely,

*******************************
Initial Complaint
Date:02/19/2023
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.
December 2022 I purchased an Ulta gift card for $50 online. I was sent a $25 gift card. I have been instore, called customer service, called the gift card company customer service, and sent more than 20 emails back and forth with customer service. I cannot get a live person to help. Everything is automated and does not acknowledge the discrepancy. I have spent over 10 hours attempting resolution.
Business Response
Date: 02/27/2023
Thank you for the opportunity to respond to Ms. ***** complaint relating to her Ulta Beauty gift card purchase.

To resolve the concern, we have reached out directly to ask for more information regarding the cards purchased to assist with our review.

Best ***************** Services Advocate
Initial Complaint
Date:02/18/2023
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.
2 orders were placed with Ulta for Dyson Air wrap. One on personal card and opened up Ulta MC for the other purchase. One order was a store to door order and was not received. This has been going on since November and I still have not received my refund. I have supplied all the necessary documents and no one has resolved the matter. When calling customer service you consistently get disconnected and need to repeat your story to someone new and then still does not get taken care of. I have been to the store twice and they are unable to help me. This is the worst service. I should be refunded for both at this point due for all the time I have spent trying to get this cleared up.
Business Response
Date: 02/23/2023
Thank you for the opportunity to respond to Ms. ******** case relating to her Ulta.com orders.

To resolve the concern, we have reached out to assist further and ask for additional information relating to the concern.

Best ***************** Services Advocate
Initial Complaint
Date:02/16/2023
Type:Billing 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 ULTA credit card in the mail with the amount of $750.00 Limit. I DID NOT APPLY FOR THIS CARD. I checked my credit report and there was an inquiry on my credit on February 5, 2023 - AGAIN, which I did not do. I have been calling the ***** line at ULTA and placed on hold 3 separate times for wait times over 40 minutes - without even speaking to anyone, ULTA closed this account -- but how or why, if they didn't even know what my issue was. I BELIEVE ULTA RAN A CREDIT CHECK AND OPENED A CARD IN MY NAME without my permission. If in any way this was a fraudulent PERSON creating this account, ULTA SHOULD HAVE CAUGHT THIS AS WELL (i.e. not getting proper identification from an individual.) As of February 16, 2023 I HAVE STILL BEEN UNABLE TO GET A LIVE PERSON ON THE ***** TO DISCUSS THIS *****ULANT ISSUE.ULTA NEEDS TO BE INVESTIGATED !!!
Business Response
Date: 02/22/2023

Thanks for the opportunity to respond to ******************* complaint regarding their credit card inquiry.

*****************;will need to contact comenity directly to resolve this, however we have also flagged them internally for contact. We apologize for the inconvenience this has caused you.

Best ******************************* Advocate
Customer Answer
Date: 02/24/2023

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:02/12/2023
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.
Regarding Order K242352635 placed on 2/8/23. I received an e-mail notification on 2/9/23 that says my order was shipped and it provided tracking # 1ZWW2398YN95889169. According to the given tracking #, my order was to be delivered on 2/11/23. However, it is 2/12/23 and my order isn't even en route, which is contrary to the 'order shipped' email I received from Ulta on 2/9/23. I was told by *** to contact the vendor (ULTA) to see where my package was and what was the situation, since it was not en route on their end. I contacted ULTA, and received an email communication today (2/12/23) that said "We reviewed that your order was shipped using standard delivery, and we know that the system will give you an estimated delivery date, but orders can take between 3-8 business days (business days do not include holidays and weekends) to be delivered." This is completely incorrect as, I can see the tracking #, and I've contacted ***, who are the chosen carrier and have confirmed that this order is not en route. It has NOT been shipped. I am demanding an order cancelation and complete refund. My order has NOT been shipped and there is no estimated date of delivery, despite what the customer service associate is alleging. This has been a terrible experience. The customer service rep's ******** was incorrect, untruthful, and misleading. I will not continue to shop at this business. Again, I'm seeking a complete refund and cancelation of my order.
Business Response
Date: 02/22/2023
Thanks for the opportunity to respond to ********************************* complaint regarding their missing package.

To resolve this we have processed a full refund for ***************************** in the amount of $43.40. We apologize for the inconvenience this has caused you.

Best ******************************* Advocate
Customer Answer
Date: 02/26/2023

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:02/12/2023
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.
K237272010 First I input ****************** When it should have been ********************* This order I returned all the products using return label and its been over a month since it arrived back to ulta warehouse. Id like refund issued back to my original payment method
Business Response
Date: 02/19/2023
Thank you for the opportunity to respond to Ms. ***** complaint relating to her Ulta.com order mail return.

To resolve the concern, please have Ms. **** reach out to Ulta Beauty ***** Services directly with the order number and shipping address as well as the return tracking number so we can better assist.

Best Regards,
***** Services Advocate
Customer Answer
Date: 02/20/2023

Complaint: 19391201

I am rejecting this response because:i already attached the tracking number as a photo and you didnt even bother to check
I also emailed ultra more than 1 month ago and there's been no response
order k237272010
tracking usps

Sincerely,

************ 1406
Business Response
Date: 02/23/2023
Thank you for the opportunity to respond to Ms. ***** case relating to her Ulta.com return.

To resolve the concern, we have reached out to assist further and ask for additional information relating to the order.

Best ***************** Services Advocate
Customer Answer
Date: 02/27/2023

Complaint: 19391201

I am rejecting this response because:
I received it on 12/23/2022 and returned the package back to ulta on janauart
Id like a refund

Sincerely,

************ 1406
Business Response
Date: 03/02/2023
We are writing in response to Ms. ***** recent BBB response.

After reviewing multiple times regarding the returned item to our warehouse, we confirm only one item was received and have followed up with Ms. **** to advise and confirm the refund method.

Best ***************** Services Advocate
Initial Complaint
Date:02/12/2023
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.
Hello, I placed an order K242186101 that was sent via laspership and marked delivered and was no where to be found on my property. I called customer service and spoke with them and they said this would need to be escalated because the order was over $100. My $154.54 was denied via email a refund or a reship because Lasership marked it delivered with a picture. The package is no where to be located *checked everywhere*and upon talking to the rep at Ulta he states that lasership is notorious for missing ******** / not delivering them to the right addresses. Ive ordered from Ulta countless of times for years and this is the first time Ive ever encountered this issue and as a loyal customer was told that Im out $154 and I didnt receive any products or anything. How UNFAIR! When this is a known thing with lasership out of an Ulta reps ****** Im so upset over this whole ordeal.
Business Response
Date: 02/18/2023

Thanks for the opportunity to respond to **************** complaint regarding the package that was not received.

To resolve the matter, we have issued a refund back to the original method of payment.
We truly apologize for the inconvenience this matter has caused.

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

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ULTA Beauty is BBB Accredited.