Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
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

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.

    Country
    Please enter a valid location.

    Customer Complaints Summary

    • 2,696 total complaints in the last 3 years.
    • 1,024 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/01/2023

      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 am sending this email because I have reached out to Ulta **************** over 10 times via phone call and email combined in order to get a resolution to their bad services. I booked my hair to be highlighted at the Ulta hair Salon (175 ***********, ****** ** *****). I went in on December 23rd and the results were not what I asked for at all. I spoke with the stylist and she offered to fix my hair so I went back to the salon on December 28th. I was expecting to get the results that I wanted but my hair resulted in looking even worse. The stylist did not listen to what I was asking for and did not even dry or brush my hair after she washed it. I walked out of the store with tangled and wet hair. I spoke with the manager of the Ulta location before I left and she told me to reach out via this email or phone call which I have been doing and they always tell me someone will be reaching out back but nobody ever does. I am truly dissatisfied and upset with the bad customer service. I would like a refund and for the store to contact me because I am truly upset that I did not get the services that I payed for. I payed $142 in total for the services.

      Business Response

      Date: 02/02/2023

      Thanks for the opportunity to respond to ********************' complaint regarding her recent hair services.


      In order to resolve the matter We have reached out to the salon management team and requested to contact ******************** and resolve the matter for her.

      We truly apologize or the inconvenience the matter has caused.

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

      Customer Answer

      Date: 02/05/2023

       
      Complaint: 18964433

      I am rejecting this response because:

      I have received the same automated response from the business several times via email and phone call and they have yet to reach out to me personally regarding my complaint.I would like the business to reach out to me regarding this issue in order to find a solution. 

      Sincerely,

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

      Business Response

      Date: 02/10/2023

      Thanks for the opportunity to respond to ********************' complaint regarding her recent hair services.

      In order to resolve the matter are issuing a full refund for the services.


      We truly apologize or the inconvenience the matter has caused.

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

    • Initial Complaint

      Date:01/29/2023

      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.
      This company is holding on to my credit card points for whatever reason and have yet to give me a reasonable reason. I asked a to speak with a supervisor and they refused to help me. I need my credit card points ASAP. They told me Ill receive December points in Jan but now Jan they said Feb and I need an explanation why

      Business Response

      Date: 01/31/2023

      Thanks for the opportunity to respond to ********'s complaint regarding their Ulta Beauty account.


      To resolve the matter, We've sent a private message to this guest advising that we are looking into this issue internally. Once we have an update, we will be communicating this to the guest directly.


      We truly apologize for the inconvenience this matter has caused.


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

      Customer Answer

      Date: 02/02/2023

       
      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:01/27/2023

      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.
      This is in regards to order number: K241092563.This is the second order Ive placed that Ulta claims they have shipped but when the order is tracked, it says that it is waiting to be picked up by the company Lasership.Lasership never picks up the package. I do not even know if there is a package, but Ulta keeps saying the package has been shipped.

      Business Response

      Date: 01/30/2023

      Thank you for the opportunity to respond to Ms. ****** complaint relating to her recent Ulta.com order.

      To resolve the concern, the order has been delivered as addressed, as per the tracking. The order was placed with standard shipping delivery,and we strive to get our Guests orders out to them as soon as possible. With standard delivery, it can take between 3-8 business days for the package to be delivered. After review, we confirm the order has been delivered and delivered within the standard shipping delivery time frame as it was placed on 1/25/2023.

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

      Customer Answer

      Date: 01/30/2023

       
      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:01/24/2023

      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.
      I placed an online order with Ulta (worth approximately $250) and, although they claim the package was delivered to me a week ago, I have not received the package. I have had several calls and emails with the company and they refuse to refund me or resend the items. They are going off of *** proof, which is just written confirmation that a delivery was made. There isnt a picture or any other legitimate proof of when and where my package was delivered. This is unfair because I have now paid for items I do not have. I also reached out to the *** and they stated that Ulta requires them to direct all issues regarding orders back to Ulta, so they were unable to help me.

      Business Response

      Date: 01/26/2023

      Thanks for the opportunity to respond to ***************************' complaint regarding Order-K240007240.

      In order to resolve the matter we have issued a full refund. We truly apologize for the inconvenience the matter has caused.

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

      Customer Answer

      Date: 01/27/2023

       
      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:01/24/2023

      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.
      Ulta Order# K240647646, Order date: 1/21/23, Order total: $150.87. Product: ********************* ***** Intense perfume. Item arrived leaking. Seeking full refund.

      Business Response

      Date: 01/26/2023

      Thanks for the opportunity to respond to *********************************** complaint regarding their online order #: K240647646.


      In order to resolve the matter for *****************************, a full refund was processed by our specialists on 01/25/23. We apologize for the inconvenience this has caused you.

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

    • Initial Complaint

      Date:01/23/2023

      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 have had multiple bad experiences with Ulta recently, as they are trying to rip customers off. Most recent is I returned an item back to their warehouse, by mail, I have the tracking and I keep being told I will get a refund in 30 days. Now it has been about 45 days, no refund and no word about my refund. They won't answer questions. are they just putting the items back for sale and not refunding people. This is a scam. I also have other items I have sent back for refund, now worried they are going to rip me off with those too. Order# K229299772, was sent ***** tracking # **********************. Where is my refund for the candy prada perfume?

      Business Response

      Date: 02/02/2023

      Thanks for the opportunity to respond to ******************** complaint regarding her missing refund.
       
      In order to resolve the matter for **************** we have issued 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:01/23/2023

      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.
      I opened an Ultamate rewards Mastercard on August 26th in store. Between that date and November 1st, I made purchases totaling $959.63, which includes $780.81 that were from purchases outside of Ulta Stores.None of my transactions reached Ultas systems. I called Ulta several times (Nov 10, Nov 18, Jan 4) and they kept saying to wait for the next billing cycle. I also spoke with Comentity the issuer of the credit card several times and they could clearly see the transactions, but said they do not do anything about point allocation as that was Ultas system. The terms and agreements of opening the credit card is 500 bonus points for spending $500 within the first 90 days as well as the 1 point for every $3 dollars spent. I finally spoke with a Supervisor from Ulta who advised me to send copies of my statements via email to Ulta on Jan 9th. I did that and received a response they would be looking into it. On January 11th, I checked my Ulta account and noticed that 189 points had been added to my account. Going by the terms, that only represents $567 dollars worth of my purchases. I sent a follow up email with no response as of today 1/23.I am reaching out to BBB to assist in getting the remaining points added to my account. I am expecting 571 points (500 pts for meeting 90 day purchase bonus and 71 pts for remaining calculation of 1 pt for $3 spent. Thank you.

      Business Response

      Date: 01/30/2023

      Thank you for the opportunity to respond to ******************** complaint relating to her Ultamate Rewwards credit card points.

      To resolve the concern, we have reached out to ****************** to let her know we are reviewing all points to ensure they are correctly accumulating and provide an adjustment for any that *** be missing based on the findings. We will follow up with her directly to let her know the details of our review once completed. 

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

      Customer Answer

      Date: 02/03/2023

       
      Complaint: 18881766

      I am rejecting this response because:

      While someone from Ulta customer service did email after I opened this complaint saying they are looking into the issue, it has been almost a week which no follow up and no resolution

      Sincerely,


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

      Business Response

      Date: 02/09/2023

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

      We have asked ****************** for additional information to assist with the review of her points and ****************** has provided the information requested. Currently,we are still investigating and have relayed to ****************** that we will follow up as soon as we have an update.

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

      Customer Answer

      Date: 02/14/2023

       
      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. They have provided my missing points and a complimentary gift card to make up for the problems caused. 

      Sincerely,

      *********************
    • Initial Complaint

      Date:01/23/2023

      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 January 21st, 2023 I entered this Ulta Beauty store to buy a Dyson Air Wrap. I brought it to the register with a nail polish that was supposed to be $3.50 but turned out to be $13.50 so I told the cashier I didn't want it. The cashier looked up my rewards and told me I was approved for an ULTA Mastercard and would I like to get one today? I said no thank you. She rang up the Dyson and it came to $648.74. I said great and went for my wallet. The cashier then persisted to tell me that if I get the card right now, I will save $120 dollars on the Dyson as it takes off 20% of my entire order. I said no thank you. She continued to push with "are you sure, there's no annual fee and its a huge discount of $120 right now, you could even get the nail polish because your getting 20% off the entire purchase?" I asked to confirm, "I'll get the $120 off right now?" and I was told "yup, on this order". I said "****, I'll do it for the discount". I put in my information and low and behold, the cashier tells me "oh, the bank just needs some more information so they will be calling you at some point but unfortunately you don't get the discount". I said "what do you mean? you said I'm getting the discount today, if I don't get the discount, I don't want the card, remove it please." I want to add that I have a 797 credit score. There is no reason for their "bank" to want more information other than to not give me the promised discount. It is a scam. I spoke to the cashier, another girl and finally the manager. I wanted either the 20% off or the removal of this inquiry from my credit. The manager told me there is nothing she can do but will talk to staff to be more clear about the information they present. She also gave me a number to call the "bank" which works for ULTA and have my inquiry immediately removed. I left the store, called the "bank" and was told by them that once the information is entered, it is illegal for them to remove it. Store manager lied.

      Business Response

      Date: 02/01/2023

      Thank you for the opportunity to respond to Ms. ********* complaint relating to her recent store experience.

      To resolve the concern, we have issued an appeasement for the coupon that was unable to be applied. 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

      Customer Answer

      Date: 02/01/2023

       
      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:01/23/2023

      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.
      So my order Order #: K240412921 came with only like 3 items in my order out of around 16 items and Ulta beauty support refuses to help me. They are giving unfair responses that the items were already delivered and that they weighed the items before shipping. If they had done that then I wouldn't have gotten a partial delivery? Basically taking my gift that I had gotten for my sister's birthday and throwing it in the trash. I only wanted a replacement for the order and they don't really care to help. Very unprofessional support and service. They won't follow through when something goes wrong!!!

      Business Response

      Date: 01/25/2023

      We are writing in response to ****** Cunhas recent BBB response. 
       
      On 1/23/2023, we have advised ************************** that her order was complete when shipped and the package met the weight expectation after internal review. Due to this, we are unable to replace or refund the order. 
       
      Best ***************** Services Advocate

    • Initial Complaint

      Date:01/22/2023

      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.
      In May 2022, I opened an Ultamate Rewards Mastercard on the advertisement of 20% off and a welcome bonus in points. The account was approved and card received. Purchases have occurred every month since then. Any points regarding the card, including the welcome bonus, have never been posted to an Ultamate Rewards account. My daughter and I have reached out multiple times, through ****************** email and by phone for an update or resolution since August 2022. We share the same email address and phone number on our individual accounts and neither have been credited. Weve contacted Comenity who states it is an Ulta ***** Services issue. The hope was to use the points, which should have accumulated almost ****, for the holidays. The only response weve received is that it has been escalated. The card was opened to use the benefits offered, but the only benefit received has been the 20% off welcome gift. There has been no assistance or accommodation to ensure that that this will be resolved. I had also requested for my daughter to take the lead in this as she is also authorized user on the card. Theyve refused to disclose information, despite my written and verbal requests. Will an account be credited and the issue resolved? There has been eight statement cycles on the credit card.

      Business Response

      Date: 01/26/2023

      Thanks for the opportunity to respond to ****************** complaint regarding her missing points.

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

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

      Customer Answer

      Date: 02/16/2023

       
      The complaint was closed, with the company responding that they would reach out through private message. They sent an email on the 1st, which I responded to immediately. They have not sent any emails or contacted me since. This matter has not yet been resolved. Can this please be re-opened?

      Thank you,
      *****************************

      Business Response

      Date: 02/18/2023

      Thanks for the opportunity to respond to ****************** complaint regarding her points issue.
       
      In order to resolve the matter for ************** we have escalated her points issue to our internal teams and will update her as soon as possible via private message. We truly apologize for the inconvenience the matter has caused. 
       
      Best ******************************* Advocate

      Customer Answer

      Date: 02/20/2023

       
      Complaint: 18878328

      I am rejecting this response because:I received one email requesting additional information. The email was sent on February 1st. I responded the same day with the requested information and two additional follow **** There has been zero communication from Ulta since then.

      Sincerely,

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

      Business Response

      Date: 02/26/2023

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

      We have provided a point adjustment to ************** on 2/21 and communicated the details via email. We are reviewing the additional concerns and will follow up with ************** directly.

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

      Customer Answer

      Date: 02/27/2023

       
      Complaint: 18878328

      I am rejecting this response because: there has not been a points adjustment on any Ultamate Rewards account for June 2022-January 2023 for credit card points. The first attachment is my (**********) account, who is the primary credit card holder. It reflects no activity.  The second screenshot is my daughter Britanys account, who is authorized user on the credit card and uses the card for purchases. The third screenshot shows a credit only for February 2023s Ulta point adjustment. There is still no point adjustment for outside purchases based on February 2023 statements or for the credit card statements between June 2022-January 2023. All points on Brittanys account have been points earned for Ulta Purchases, that do not include the additional point per dollar spent using the Ulta Credit Card. I have reached out by email and requested a phone call. To date, this has not happened. 

      Sincerely,

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

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.