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

2,695 total complaints in the last 3 years.
1,025 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:01/20/2023
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.
Purchased an online $50 giftcard for Christmas for a piercing for a granddaughter. Googled piercings, therefore finding advertisement for Ulta. Purchased card online on 12/24/2022. Called on 1/16/23 to make an appointment for said service only to be told that they don't offer piercing there or in fact anywhere in my part of ************. I find this unacceptable and only requested a refund to pay for the piercing elsewhere. Well they don't offer refunds on gift cards, and offered up buying their too expensive for my pocket makeup etc. I wasn't interested in their other products when I purchased the giftcard, *************. They are refusing therefore I would like to plead my case to you. I appreciate your time. Respectfully, *********************************
Business Response
Date: 01/24/2023
Thanks for the opportunity to respond to ************************** complaint regarding her recent gift card purchase.

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: 01/25/2023

Complaint: 18866964

I am rejecting this response because:

Sincerely, Pauline **************;

***********************************
Initial Complaint
Date:01/18/2023
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.
I have been having an issue with receiving information about my Ulta account. due to an error, that occurred on their behalf on my account involving a system update back in June 2022 that still hasn't been resolved. I can not use my account. I have reached out to customer service over 15 times in the last few months to try and resolve this issue with no success. I have talked to numerous senior supervisors about this matter and it just seems like I've just been going in circles. no one has had an answer for me about this issue on why my account was affected. or why I can't access my account. and have been lied to about receiving my card in the mail many times only to find out that no card was even issued or mailed out. this has been an ongoing issue for me. and would like this resolved as soon as possible
Business Response
Date: 01/20/2023
Thanks for the opportunity to respond to ************************ complaint regarding her issues with Comenity and receiving her card.

In order to resolve the matter for ******************** we have escalated her concerns to Comenity. We truly apologize for the inconvenience the matter has caused.

Best ******************************* Advocate
Customer Answer
Date: 02/06/2023

I haven't had my case resolved yet. I have reached out and talk to someone at the bbb on Friday about not hearing from Ulta. Ulta has not been able to give me any information regarding my issue with my complaint. My problem is not being resolved by Ulta, nor in a timely manner.
Business Response
Date: 02/10/2023
Thanks for the opportunity to respond to ******************** complaint regarding her new URCC card.

In order to resolve the matter for ******************** we have reached out to Comenity and will contact the guest once we have an update. We truly apologize for the inconvenience the matter has caused.

Best ******************************* Advocate
Customer Answer
Date: 02/15/2023

Complaint: 18834677

I am rejecting this response because:
Hello and thank you for your reaching out. I am replying about my case with Ulta beauty I have not got this matter resolved and still been waiting for Ulta to solve my issue. I have attached an email between me and Ulta ***** Services Advocate from yesterday February 10 2023, where the Advocate states about still not hearing anything about my account. I reply to her notifying her about my concerns but I haven't had a response back yet from Ulta ***** Services Advocate.

Sincerely,

*******************************
Business Response
Date: 02/18/2023
Thanks for the opportunity to respond to ************************ complaint regarding her credit card issue.

In order to resolve the matter for ******************** we have escalated her issue to ************* who will be issuing her a new card. We truly apologize for the inconvenience the matter has caused.

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

Customer Answer
Date: 02/21/2023

Complaint: 18834677

I am rejecting this response because:
Hello and thank you for reaching out to me unfortunately this issue has not been resolved. I have not heard from Ulta regarding this matter. This issue hasn't been addressed and it's been months now. This issue has affected my credit score due to them opening and closing my account. I have worked very hard at obtaining my credit score by never being late on my bills. At this time I regret being an ulta beauty card holder as they didn't value and take my account seriously. Again thank you for reaching out to me hopefully this issue will be addressed soon.

Sincerely,

*******************************
Initial Complaint
Date:01/18/2023
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.
Greetings,I placed order # K238214704 on 12/29/2022 and received said order on 01/06/2023. As soon as I opened my box, I sent an e-mail to customer service due to the shampoo opening in the box, spilling all over and getting on all the products including the beauty bag that is made out of fabric. I e-mailed customer service on 1/6/2023 and as of today, I have not received a response from anyone regarding my damaged product. I need someone to reach out to me regarding my issue.
Business Response
Date: 01/19/2023
Thanks for the opportunity to respond to ****************** complaint regarding her online order.

In order to resolve the matter for **************, we have sent her a private message. Please note our contact center had incorrect email address and were not able to get in touch with the guest, however there were attempts made to connect in order to assist.

Best ******************************* Advocate
Customer Answer
Date: 01/24/2023

Complaint: 18832250

I am rejecting this response because: I responded twice to the e-mail that was sent to me regarding my order issue and it has yet to be responded. The business resubmitted my order for 3 of the products I ordered but the giftbag that was damaged was not invluded in the resubmitted order. I wanted the business to replace that since it was damaged by the opened shampoo but no one has responded to my e-mails.

Sincerely,

*************************
Business Response
Date: 01/26/2023
Thanks for the opportunity to respond to ****************** complaint regarding her online order.

In order to resolve the matter for **************, we have reshipped all items in the order & issued a $75 for the damaged gift with purchase due to being out of stock.

Best Regards,
Guest Service Advocate
Initial Complaint
Date:01/18/2023
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.
On 1/8/2023, I purchased a blend and blur foundation brush, which I needed to take with me on my vacation. When I got home I realized that the brush was too large to fit in my make bag and decided to return it to the store on 1/12/2023. Once I got to the counter I handed the associate the blend + blur foundation brush along with my original receipt, I was informed by the associate at the cash register that I cannot return the product if i do not have a membership. I informed the associate that when I purchased the brush a membership was not required, and per the original receipt, I do not have to be a member to return a product as long as I have the original receipt. A manager was called by the name of *******, who told me that's their policy. I asked for a copy of Ulta Beauty's return policy and asked about the process to file a grievance. I was given an ************, which was inoperable. Manager ( *******) allowed me to use the company's phone and I spoke with ****************, who took my information. ******* informed me that a District Manager would contact me within 48 hours; however, as of 1/15/2023 , I haven't receive any communications from any individual at Ultra Beauty .I am hoping that Ultra Beauty will refund my money as soon as possible. They are in violation of their return policy.
Business Response
Date: 01/19/2023
Thanks for the opportunity to respond to **************** complaint regarding ther recent in store experience regarding a return.

To resolve the matter, a member of the store's management team will be reaching out to ************ to assist further.
We truly apologize for the inconvenience this matter has caused.

Best ***************************** Advocate
Initial Complaint
Date:01/17/2023
Type:Sales and Advertising 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.
the eyelash stufff was very bad and expired
Business Response
Date: 01/19/2023
Thanks for the opportunity to respond to ******************' complaint regarding her expired item.

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:01/16/2023
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.
01/08/2023: At this day, Ulta has a 50% discount on Lancome eye cream. Since I am interested, I tried to book the items online. This is the first time I believe I tried Ulta. Before I ordered, I got myself a $50 gift card from Ulta.com. Then, when I received the gift card in about three hours, I tried to make my payment. However, when I tried to pay with PayPal, credit card, or even just the gift card itself, all the payments was failed. I called customer service, and they only said they needed a few business day to investigate this. 01/16/2023: At today, I received any email from Ulta saying that my online account was blocked because of one charge dispute happened in 07/10/2019. However, I totally disagree this information. The first reason was I left US at 05/07/2019 and didn't get back until 08/18/2019. (I provided the screenshots of the email, and the record of i94, which is the US custom border record.) The second reason was I didn't open an account and want to use Ulta until 2022. I sincerely think Ulta was locking my online account without reasons, and was just making up the records. To the problem, even if Ulta said I could still buy things in store, I will never go. I will need a refund to my gift card, also, I need a detailed information on what actually happened on that order.
Business Response
Date: 01/19/2023
Thanks for the opportunity to respond to ******************; complaint regarding their inability to place online order.

In order to resolve the matter for ****** ****, we have sent a private message asking to attempt an order. We apologize for the inconvenience this has caused you.

Best ******************************* Advocate
Initial Complaint
Date:01/16/2023
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.
*** spent thousands of dollars at ulta, and was blocked with no explanation from ordering on their website. I was told I disputed an online charge the date they gave me was never in my order history, and *** never disputed not one thing from them. The customer service was like a broken record with no explanation and refused to unblock me. This was an error on their part. I have proof from my bank that no ulta charges were ever disputed. And Ive been a loyal customer for years. Ive heard this happening to many diamond members which I was myself. Now Im blocked from online exclusives? Points. Etc. this bothers me so much that this was all based off of a lie! There is an entire ************** of people this has happened to for no reason. Worse customer service ever.
Business Response
Date: 01/19/2023

Thanks for the opportunity to respond to ************************* complaint regarding their inability to place online orders on Ulta.com.

To resolve the concern, we have reached out to connect with ********************* directly to provide additional details; however, the decision will remain, and **** will be unable to place online orders and is welcome to shop in store.

Best ******************************* Advocate
Initial Complaint
Date:01/13/2023
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.
On May 26, 2022, I acquired a debit consolation loan with my credit union. (*********************************) to pay off and close my credit card accounts. With that, the ************ and I sent a letter with an enclosed check for the pay of amount to Ulta - ********************** The letter stated "Please find the enclosed check for $ ******* to pay off and close the account referenced above. (Account Ending in **** for ***************************). Should you have any questions, please don't hesitate to contact. Signed by my Loan Officer and myself. The check was cashed and I thought the account was closed. The Comenity began calling me again. I did not understand why but I was under the impression being that it paid off that it was closed. I returned the call In January of **************************************** The lady was very rude. She stated that just because I sent a letter saying to close it and they cashed my check did not mean they closed it. That I would of had to call them to close it. They actually, were contacting me to make me pay fees that they had been adding to an account that was not being used and was supposed to be closed. I got a letter in the mail today, they closed the account. The letter states that I owe them $ ****** and they will be sending me letters monthly until it is paid. They state they will also be reporting me to four different credit bureaus. I do not owe this money. After the check was issued, I destroyed the card and no longer used it assuming they had followed my request to close the account. I called today to discuss and the lady would not give me her last name or a manager. She stated that I owe that money due to fees. I explained that upon receiving and cashing that check that I sent in the letter, they acknowledged that I had requested that account to be closed. Please help as I can not afford to pay this money that I do not or should not owe. Sincerly,***************************
Business Response
Date: 01/19/2023
Thanks for the opportunity to respond to ********************** complaint regarding her credit card billing.

In order to resolve the matter for ******************, we have escalated this to our internal ***************** and someone will reach out to her once a review is completed. We apologize for the inconvenience this has caused you.

Best ******************************* Advocate
Initial Complaint
Date:01/13/2023
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.
12/14/2022 I placed an order with Ulta for Christmas gifts, my package never arrived Ulta denied my refund and gave me the run around I contacted them multiple times and nothing has been done.Order # k235905826 The order costed me $414.30 it was an expensive order and by not received a reshipment or refund left me without gifts for the people I purchased them for. Its honestly really upsetting because I thought Ulta really cared for their customers and their satisfaction. But this whole ordeal has been really frustrating. I seek either a refund or replacement of the items that I did not receive.
Business Response
Date: 01/18/2023
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
Customer Answer
Date: 01/19/2023

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:01/12/2023
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.
Unable to purchase online was banned. Wasnt given any explanation as to why. This has been going on since last July. I have no heard anything back and want my account fixed
Business Response
Date: 01/19/2023
Thanks for the opportunity to respond to ******************** complaint
We've sent a private message to this guest regarding this issue. At this time, Ulta Beauty considers this matter closed.

Best ***************************** Advocate
Customer Answer
Date: 01/20/2023

Complaint: 18806226

I am rejecting this response because:

Sincerely,

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

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