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 Beauty

  2100 Arden Way Ste 121 Sacramento, CA 95825-2200

• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  5410 Pacific Ave Stockton, CA 95207

• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  2841 Countryside Dr Turlock, CA 95380

• 

  ULTA Beauty

  13499 S Cleveland Ave Ste 301 Fort Myers, FL 33907-7730

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:02/02/2023

  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.

  I ordered a product on 12/24/2022. Package was supposed to arrive in 5-7 days but wasnt delivered until 1/27/2023. I received an empty package-the product I ordered was missing. I contacted the ******************** refused to either refund or ****** the product. Ulta is a reputable company & this was very disappointing. I will pursue further action.

  

  Business Response

  Date: 02/03/2023

  Thanks for the opportunity to respond to ****************** complaint regarding Order-K237614347.
  
  In order to resolve the matter we have offered a refund/reshipment. We truly apologize for the inconvenience the matter has caused.
  
  Best ***************************** Advocate
  

• Initial Complaint

  Date:02/02/2023

  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.

  A year and a half ago, I got married and my last name changed from ****** to Thong. I attempted to change my name via phone call because I was able to change my name via the phone app successfully, but my orders and conversations with representatives over the phone still showed Crooks rather than Thong. I was told by a representative on the phone that I would need to go into a store to have my name changed, which was done. Everything had been showing to be updated, however I called about an order status in December and I was told again that my last name is showing as ******. I was told I would have a supervisor call me back, which they did but I was unable to answer as I was working. I received an email from the supervisor letting me know the problem was being researched, and then kept being thrown back into a loop of people saying they were going to help but never did.

  

  Business Response

  Date: 02/09/2023

  Thank you for the opportunity to respond to Ms. ****** complaint relating to her Ultamate Rewards account update.
  
  To resolve the concern, been able to accommodate the changes requested and communicated the details directly to Ms. ******
  
  Best ***************** Services Advocate

  Customer Answer

  Date: 02/10/2023

   
  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:02/01/2023

  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,
  
  *******************************