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: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,
  
  *****************************

• Initial Complaint

  Date:01/20/2023

  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.

  Over the last month, I have attempted to make online/in app Ulta purchases and am unable to. Every time I attempt to place an order a receive a message stating Were unable to process your order. Verify your payment method or use a different one despite trying multiple payment options, I have yet to successfully place an order. I have contacted customer service multiple times and the issue has not been resolved. They just always tell me the issue will be resolved in 5-7 days. Nothing. I have shopped with Ulta for many years and built up quite the rewards that I would like to keep so I am hoping someone can assist me in solving this issue.

  

  Business Response

  Date: 01/24/2023

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

  
  In order to resolve the matter for ******************, We have escalated this for further review and someone will reach out to her soon. We apologize for the inconvenience this has caused you, and appreciate you being patient with our response 
  
  Best ******************************* Advocate 

• 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