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.

  1232 Galleria Blvd Ste 100 Roseville, CA 95678-3583

• 

  ULTA Beauty

  12715 Citrus Park Drive Tampa, FL 33625

• 

  ULTA Beauty

  103 N Cattlemen Rd Sarasota, FL 34243

• 

  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:02/11/2023

  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.

  I regretfully have an ULTA credit card through Comenity. During the last few months, I have attempted to use not only to look stupid when it declines. I called and was told about a system upgrade that affected multiple cards. I have made my payments and done everything I needed to, my card still doesnt work. I was told I need a new card but they will not send me a new card. I had my wife as an authorized user and they removed her. I moved and called them again and was informed that my account is locked for a missed payment and that they cant send me a new card until I mail in proof of my address. Absolutely not. It is not up to ULTA or Comenity for them to decide whether I need to provide proof of an address change. I provide all accurate information when I *********** of my address change is not required and I will not be provided. I want a new card for my wife and I. I want it mailed to my new address which was given to Comenity, and I want the cards to actually work. This is ridiculous that I have spent so much time trying to get you guys to do your jobs and everyone is fighting me on it. If this cant be done, Then the account needs to be credited to pay off the balance on the card and it needs to be closed. My time is valuable.

  

  Business Response

  Date: 02/18/2023

  Thanks for the opportunity to respond to ***************************** complaint regarding their Ulta Rewards Credit card.
  To resolve the matter, we have contacted ************* regarding the issue and they will be reaching out directly.
  We truly apologize for the inconvenience this matter has caused.
  
  Best ***************************** Advocate

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 19333288
  
  I am rejecting this response because: I have reached out to Comenity and all I am told is this is just how it is. I wouldnt even have an Ulta card if not for an Ulta store employee letting my wife open one in my name without me there. If it were anyone else that did that, I would have sued for how careless your employees are with peoples information. Get me a new card that works, or clear the balance on the card and close it out. My time is valuable and Im done arguing with the Comenity people and Im done looking like a fool in an Ulta.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/21/2023

  Thanks for the opportunity to respond to ***************************** complaint regarding their Ulta Rewards Credit card.

  
  To resolve the matter, we have contacted ************* regarding the issue and they will be reaching out directly. Please note, we do not have access to customer credit card details.

  
  We truly apologize for the inconvenience this matter has caused.
  
  Best Regards,
  
  Guest Service Advocate

  Customer Answer

  Date: 02/26/2023

   
  Complaint: 19333288
  
  I am rejecting this response because: it wasnt a good response the first time and it isnt the second time. Comenity called me and it was to take a payment. They never called me regarding this issue. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/09/2023

  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.

  Bought a perfume in store. I opened the bottle when I got home and it was leaking. I went to return it at the store, and for some reason they wouldn't accept it. I ended up forgetting my receipt there since I was frustrated. I have photos of the damage. I am requesting store credit so I can repurchase the item.

  

  Business Response

  Date: 02/18/2023

  Thanks for the opportunity to respond to Ms. ****** complaint regarding her damaged item and store experience.
  
  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: 02/24/2023

   
  Complaint: 19380704
  
  I am rejecting this response because: I have not received a response via email
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 03/01/2023

  Thanks for the opportunity to respond to **************** complaint regarding her return item.
  
  In order to resolve the matter for ************, we will be connecting directly with the purchaser via private message. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate 

• Initial Complaint

  Date:02/08/2023

  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.

  Update my records

  

  Business Response

  Date: 02/18/2023

  Thanks for the opportunity to respond to ****************** ********* complaint regarding her request to update her records.
  
  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 

• Initial Complaint

  Date:02/07/2023

  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.

  On July 16, 2022, I went to Ulta Salon to buy hair products to detangle my hair. The stylist *******, informed me that she could successfully detangle my hair without cutting my hair.I agreed, to the service, however, she pulled out over 80% of my hair in the back and middle of my head. When I left the salon, my hair was still wet and placed in a bun. I didn't realize my hair was gone until the next day when I started to comb my hair.Initially, Ulta refunded my money and referred me to their insurance company, Sedgwick, and the insurance company and Ulta have refused to answer my phone calls and emails regarding my hair. I went to the dermatologist, who confirmed that my hair was pulled out and in patches. It's going to take time to grow my hair back. Moreover, I need to spend more money on protective styles for my hair, going back and forth to the dermatologist, and purchasing hair products to assist in the re growth journey. Additionally, Ulta has refused to tell me the surname and license number of the stylist, so I can file a complaint with the *********** of ************

  

  Business Response

  Date: 02/23/2023

  Thank you for the opportunity to respond to ****************** BBB case.

  We are sorry for any frustrations caused relating to the concerns. Our insurance team will be following up on the next steps. In addition, the feedback relating to ****************** experience has been shared with the appropriate internal teams for review.

  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.
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:02/07/2023

  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.

  This issue began on Jan. 4 and is unresolved as of today, Feb. 8,2023. I have an Ultamate rewards master card credit card for which I should get 2 rewards points for every dollar spent at Ulta and 1 rewards point for every 3 dollars spent elsewhere and charged to the card. This is to happen after the end of each billing cycle. It is not occurring at all. I have spoken to customer service representatives 6 times and sent 4 emails. I have asked to speak to supervisors several times. Whoever I speak to, promises or guarentees that they will get back to me and no one does. Hence, more phone calls throughout the month of January.Most recently, Feb. 6, I spoke to ******* and he said either he or *******, the supervisor that I had previously spoken to, would call back. No call back. I would like this to be resolved so that I receive rewards points that I am due each month.

  

  Business Response

  Date: 02/16/2023

  Thank you for the opportunity to respond to Ms. *********** complaint relating to her Ultamate Rewards credit card points.
  
  To resolve the concern, we have followed up with her directly via email confirm when her points will be processed to her account as well as provided an adjustment of points for transactions prior to 12/28/2022. We apologize for any inconvenience this may have caused.
  
  Best ***************** Services Advocate

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 19347534
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  The adjustment from previous months was adjusted.But I would like to wait until the end 

  of February to see that rewards points are automatically credited to my account as they

  say they will be.

  

  Business Response

  Date: 02/20/2023

  We are writing in response to Ms. *********** recent BBB response.

  All transactions from 12/28/2022 onwards have been processed and the points have been allocated as of today, 2/20/2023 within Ms. *********** Ultamate Rewards account.

  Best ***************** Services Advocate

  Customer Answer

  Date: 02/20/2023

   
  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:02/07/2023

  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.

  On 1/20, I went to Ulta Beauty on *********************. in **********, **. I went in the store for some products under the 'Donna's ******* brand - which were out of stock. Because they were out of stock the young lady at the register placed and order and had it shipped to my apartment. I paid for the products right then in the store - total charge amounting to $58.85. I received the order three days later (1/23) in the mail and was very pleased with the three products that I ordered. Now about two weeks later and after receiving my order, my card was charged an additional $58.85, TWICE! once on Tuesday 1/31 at 4:26pm and again on 2/1 at 4:57pm. I went to the actual store to twice to see if there was any way to resolve the issue and they gave me a customer service line to call and stated that they did not handle online orders (even though they are the one the placed the order and took payment). Called the customer service line a few times got hung up on every time, so I went back to the store and called from their business landline. I talked to an agent, submitted proof of bank statements and was told that there was no timeline and they would just contact me. I also inquired about my card continuing to be charged and the agent told me they had no advice for that and the person in store also told me that maybe I should order a new card..which is very inconvenient having to go in and switch everything I already have attached to this card. I have contact the company on ******* multiple times and every time I hear from the company via social, phone, email etc. its always a general vague response with no definite answers. I honestly would like a refund for the $117.70 that was taken out of my account without permission IN ADDITION TO some kind of compensation/store credit for the hassle and time that the business has been holding on to my money to conduct their reviews.

  

  Business Response

  Date: 02/08/2023

  Thanks for the opportunity to respond to ********************* complaint regarding the recent billing issue.
  
  In order to resolve the matter we are sending a check refund for the charges. We truly apologize for the inconvenience the matter has caused.
  
  Best ***************************** Advocate

• Initial Complaint

  Date:02/06/2023

  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.

  I placed an order on ULTA.com on 1/23/2023. It was for the Kiko Milano Baseline 3D Hydra Lipgloss Shade 27 *****************************. I received the order on 1/25/2023 & I received the wrong shade. I received the shade 22 Sparkling Red ******* I immediately contacted customer service & spoke to a ****** & was told they apologize & he was going to place a reshipment for the correct shade. That was on 1/25/23. I received that order on 1/28/2023. Once again it was the SAME WRONG SHADE. Shade 22 Sparkling Red ******* Again, I immediately contacted customer service again. This time I spoke to a ****. I explained to her what is happening, along with sending her all of the pictures, screenshots ect. She responded & said We're sorry to hear that you didn't get the correct shade once again, We are happy to process a reshipment of the correct item. I specifically replied and said Is there any possible way you can contact the warehouse & make sure they send out the right one this time? She replied and said We will forward this concern to our operations team. To avoid this things to happen in the future. She then went ahead & processed the reshipment. I received that order on 2/1/2023, and AGAIN I received the SAME WRONG SHADE,, the *************************** ALL of the packing slips it clearly says 22 ***************************** along with the number on the top of the box. I AGAIN contact customer service & this time very frustrated, speak to a ***, who was EXTREMELY NOT helpful AT ALL. After sending all the screenshots, pictures ect AGAIN, she responds and says I understand your point, we will escalate this issue with our higher team to fix the system as soon as possible. I immediately asked to speak to a manager or **************** replied back and said I completely understand your request, to speak to a live ************* Representative, please call ************, we can also request a supervisor call you back, I can not connect you now, Thank you for choosing us, Is there any other question that you may have? Being EXTREMELY frustrated I called the number & asked to speak to a supervisor. I was put on the call with *****. I explained EVERYTHING to him in detail & explained this was a ONLINE ONLY item, so it was not like I could walk into a store & purchase it, because it is ONLY available to purchase ONLINE through the ULTA website. He told me he was going to escalate it to the correct department so that they can do what they have to do to fix the ********** will be placing a reshipment & this time I would be receiving the correct item I was supposed to have gotten in the beginning. He advised me that he would be following up with a return call & a email, as well as placing the reshipment for the item. That was on 2/3/2023. I NEVER received a call or email or there was NO RESHIPMENT made. I called again on 2/5/2023 & spoke to a ****** this time who gave me a Agent ID# *******. He advised me he was going to speak to his supervisor so they could contact the ************** could get me the right item. He said he would follow up with a phone call. Needless to say, I havent received NOT 1 call, NOT 1 email & NO correct item. I am disgusted. This item is a ONLINE ONLY ORDER. I cannot go into the store & purchase it. The ONLY way to get it is through the ULTA website. I dont want a refund, at this point that wouldnt even help with all I have been through. ALL I WANT IS THE **** that is VERY AVAILABLE still online. I have spent a TON of money with ULTA, both online & in store. I desperately need someone to actually HELP me. Telling me they have no way to send me the correct item is unacceptable, especially because it is very available to order online. I need someone to help me ASAP. I have been WAY MORE than patient & fair at this point. I dont want a refund, I want what I ordered & is 100% in stock & available. PLEASE someone help me. I have receipts to back up EVERYTHING I have written. Thank you.

  

  Business Response

  Date: 02/11/2023

  Thanks for the opportunity to respond to ********************** complaint regarding Order-K240930035.
  
  In order to resolve the matter we have issued a refund and are reviewing the issue internally. We truly apologize for the inconvenience the matter has caused.
  
  Best ***************************** Advocate

  Customer Answer

  Date: 02/13/2023

  i appreciate the refund. However, as I have explained the item in question is a ONLINE ONLY item, meaning I cannot just go into the store & purchase it. After speaking to a **************** Rep on 2/11/2023, and being informed that they processed a refund that very day, she told me to place a new order for the product again, and hopefully I will receive the right item this time. I have attached a screenshot of the NEW order placed on 2/11/2023. I am awaiting the arrival of this order to see if I actually am sent the correct item this time. It is a BRAND NEW order so there is NO REASON AT ALL that I would receive the incorrect shade for a 5th time. This is Order # K242583469. I am expected to receive this order on 2/17/20203, which is this coming Friday, so I will update as soon as I receive it & if I do get the correct item/shade this time I fully accept the businesses resolution. I will update on Friday 2/17 whether or not I in fact finally received what I ordered. Thanks so much!

   

   
  Complaint: 19338254
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

   

  

  Business Response

  Date: 02/15/2023

  Thank you for the opportunity to assist Ms. *******. We have issued a refund, as there was a label issue in our warehouse, which we are working to resolve.

  As soon as this matter is confirmed resolved, we will reach out to Ms. ******* and ensure the correct item is received.

   

  Best ***************************** Advocate
  Guest response

  Customer Answer

  Date: 02/18/2023

   
  Complaint: 19338254
  
  I am rejecting this response because:

   

  I received my refund. I was advised by a ULTA Beauty representative to place a brand new order for the item. So, I did that, as I stated previously & I advised that I would come back & give a update as to what happened when I received the order. Well I did receive the order. For reference, it was Order # K242583469. I placed the order for 4 items. I received 2 items out of the 4 ordered. Once again, I received shade 22 Sparkling Red ****** when I ordered the 27 *****************************. I also ordered a Elf Complexion Brush, Morphe lipgloss & Makeup Revolution Lipgloss. Both the Morphe & Makeup Revolution glosses were NOT in the package. Only the Elf Complexion Brush & the wrong Kiko Milano shade 22 gloss again. I contacted customer service immediately after taking the pictures. The gloss I have wanted & been trying to get is now OUT OF STOCK! So the representative refunded me for that gloss. They placed a reshipment of the items that were never sent, and I got a email not 1 hour later saying that they have CANCELLED my order. I took a screenshot and have attached it to this. I once again got on the phone with **************** & he checked & said he did not know why they cancelled it, so he re-placed the order. If it gets cancelled again, I am going to have a major issue at this point. I have attached ALL pictures & can provide anything else you need. If I get my refund & the rest of my order that was never sent I will consider this  perfectly closed. That is where I am with this. Any questions please feel free to call me at anytime at *************. Thank You
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/05/2023

  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.

  Hello, I placed an order last year on December 19 worth about 140 and I didn't recieve it. I contacted ulta customer service and they said they will help me transfer for replacment but each time they never relied it and took so long to respond until February. I'm so frustrated and dissapointed because of how long they made me wait and in the end of patiently waiting they won't do me replacment or refund. My order number is k236758615. It's holding me back from making orders and it's unbelievable how long I had to wait for a response. I hope this resolves in time, thank you!

  

  Business Response

  Date: 02/10/2023

  Thanks for the opportunity to respond to ************** complaint regarding her delivered not received order.
   
  In order to resolve the matter for ********** we have provided a refund to her original form of payment. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

• Initial Complaint

  Date:02/04/2023

  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, Im hoping someone can help me with this issue, order number is K240853043 My order was a total of $640 dollars. And it was only one item, the ***** air wrap. The carrier was lazership for this package. I never received my package, there is NO proof of photo delivery, and for this expensive order carriers are supposed to get the client to sign off on the package when deliveringI never signed anything nor met with the carrier. Ulta has not been dealing with this issue accordingly, I have been waiting for more than a week already for someone to refund me for my product since i do not trust ulta nor lazership on my future orders anymore. Ulta has been telling me that they are still investigating this issue, but the carrier has not even responded to them back. Extremely unprofessional for Ulta to be working with these types of carriers.

  

  Business Response

  Date: 02/10/2023

  Thanks for the opportunity to respond to ************************ complaint regarding her delivered not received order.
   
  In order to resolve the matter for ******************** we have provided the guest a refund to her original form of payment. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

• Initial Complaint

  Date:02/04/2023

  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.

  I made an appointment at Ulta beauty salon through the app. When I got to the salon they said they didnt have my appointment and didnt honor it, wasting my gas and time. Store manager mentioned giving me a salon coupon but instead just gave me 3 skincare samples I didnt want. I wouldve preferred the coupon to use at another salon that was actually closer to my home and able to honor my appointment.

  

  Business Response

  Date: 02/10/2023

  Thanks for the opportunity to respond to Ms. *** complaint regarding her recent appointment issue.
   
  In order to resolve the matter for Ms. *** we have reached out to the guest and will get her in touch with the store. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 02/11/2023

   
  Complaint: 19334213
  
  I am rejecting this response because:

  There was no resolution.

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