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.

  5410 Pacific Ave Stockton, CA 95207

• 

  Ulta Salon, Cosmetics & Fragrance, Inc.

  4803 concord pike wilmington, DE 19803

• 

  ULTA Beauty

  12715 Citrus Park Drive Tampa, FL 33625

• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  4601 N University Dr Coral Springs, FL 33067-4602

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:01/12/2023

  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.

  Company sent half of my order. When I addressed this with them they stated that items were sent and there was nothing that they could do.

  

  Business Response

  Date: 01/18/2023

  Thanks for the opportunity to respond to **************************** complaint regarding the items that were **** received in her order.
  
  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: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.

  ORDER: K239713991 I placed this order online and advise this should be a pick-up order, once I completed the order I received notification this order will be shipped because the free gift was not available at the store. I immediately called and stated I needed to pick this order up today, the rep stated he could not help, nor was there a supervisor to help me. He stated for me to wait on the order then return it, which has nothing to do with what I need at this moment, he also told me I could file a complaint. The rep was not at all interested in helping address my concerns, but was very interested in stopping a crying child from crying, you could ************** crying loudly over the phone.

  

  Business Response

  Date: 01/18/2023

  Thanks for the opportunity to respond to ********************** complaint regarding her order number #: K239713991.
   
  Our specialist did connect with ****************** and explained her the missing gift with purchase and issued an electronic gift card. We apologize for the inconvenience this has caused you, at this time Ulta Beauty considers this matter closed.
   
  Best ******************************* Advocate 

• Initial Complaint

  Date:01/12/2023

  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.

  Order K236030118 I have tried to resolve this matter directly with Ulta with no success. I never received this package. Shows delivered & is no where to be found. Ive checked with neighbors as well. Ulta provided proof of delivery but there is no signature. I have asked for an actual proofsignature, picture of where it was left & they have yet to provide the proof. They are refusing a refund. First time I called questioning the delivery rep I spoke to via chat said package could show delivered with *** but really not delivered because of how tracking works. How? That is false information. This has been going on for a month & need a full refund.

  

  Business Response

  Date: 01/18/2023

  Thanks for the opportunity to respond to ************************ complaint regarding her online order. 
  
  In order to resolve the matter for ********************, we have processed a refund in full. We apologize for the inconvenience this has caused you, at this time Ulta Beauty considers this matter closed. 
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 01/18/2023

   
  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:01/11/2023

  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 placed an order on 12/16/22 for several items. Order # K236376040. I received an email on 12/17 that part of my order was shipped. I received 3 items and no other emails or follow up after. I waited til 12/27 and still nothing came. I contacted them and they said they will send the 3 missing items and I should received next day. I received a package the next day but inside box was only 2 items instead of 3. I called them back but they advised there might be another package coming and to wait another day. Waited 1 more day and nothing received. I called back 12/29and they said they needed to investigate and for me to wait 48-72hrs. I waited til 1/4 and no response from them. Called back and was told they need to investigate and for me to wait for update. It is now 1/11 and still no response. In the meantime they already charged my credit card for the item that I never received.

  

  Business Response

  Date: 01/18/2023

  Thanks for the opportunity to respond to Ms. ******* complaint regarding their online order and missing items. 
  
  In order to resolve the matter for **************, a refund was provided in the amount of $135 on 01/13/23 by our specialist. We apologize for the inconvenience this has caused you, at this time Ulta Beauty considers this matter closed. 
  
  Best ******************************* Advocate 

• Initial Complaint

  Date:01/11/2023

  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 January 10,2022 I went into Ulta Beauty store in ********* ************ I began to walk to the register to complete my purchase I asked the cashier ***** where was the duo glue she showed me and I grabbed it handed it to her and she rung me up I then went home and I was bout to do my makeup to practice when I opened the glue there was nothing in the container so I headed back to the store and I explained to them when I got home there wasnt nothing in there *********************** who says she is the store manager asked to see my receipt to see who rung me up because when I told her who rung me up the girl who checked me out denied that she did so ****** then explained to me that she can not prove that I didnt take it out the box so its nothing she could do , so now Im upset because thats my hard earned money gone to waste so she ask well did you not feel the difference in the box before you left I simply told her no because i expected everything to be in the box so I did not check so she grabs another box and the empty box that I purchased and shook and in my face and said you can clearly tell the difference I then told her that her coworker didnt feel the difference either when she rung it up she was being rude and my sister who was on the phone let her know that she did not that handle the situation properly and she got upset and told me to turn my phone off and I told her no , so Im standing there and I say that its messed up thats shes accusing me of stealing something that I brought which does not make sense another worker there told me to call customer service number and I told her I dont know it so as she writing the customer service number down ****** is calling the cops and not once did she ask me to leave she told me to have a goodnight as I was leaving, now I am in tears in my car as I feel like I was racially profiled the cops pull up and tell me that she banned me from the store even the police officer told me that its unfair

  

  Business Response

  Date: 01/18/2023

  Thanks for the opportunity to respond to ********************** complaint regarding her recent in-store visit.
  
  In order to resolve the matter for ******************, we have escalated this for a further review at the corporate level and someone will connect with her once info is gathered. We apologize for the inconvenience this has caused you, and thank you for being patient while we look into this.

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

• Initial Complaint

  Date:01/10/2023

  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 had continued problems with this credit card company. My credit union sends the payment 3 weeks in advance of the due date, and Ulta Rewards doesn't get it applied before the due date, and gives me a late fee. The most recent payment was sent from my credit union (PSECU) on 12/9/2022, with a due date of 12/20/2022. The payment that was mailed on 12/9/2022, was not applied until 1/3/2023, and thus they gave me a late charge of $31. I talked to *****, a supervisor at Ulta Rewards, and she would not remove the late fee. I don't know what else to do. I have the credit union send the payment as soon as I receive the bill. I just want them to credit me the $31 late charge and cancel this card.

  

  Business Response

  Date: 01/18/2023

  Thanks for the opportunity to respond to ********************** complaint regarding their billing issue. 
  
  In order to resolve the matter for ******************, we have sent her a private message advising her that her complaint has been forwarded over to the appropriate team. We apologize for the inconvenience this has caused you.
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18713944
  
  I am rejecting this response because:

  They are still working on a response to this situation, so I am not sure how to respond at this point.  When they respond, I will let you know my response.

  Thank you.

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

  

  Business Response

  Date: 01/26/2023

  Thanks for the opportunity to respond to ********************** complaint regarding their billing issue. 
  
  In order to resolve the matter for ******************, we have sent her a private message advising her that her complaint has been forwarded over to the appropriate team, since Ulta Beauty does not have access to their CC account due to sensitive information. We apologize for the inconvenience this has caused you, at this time Ulta Beauty considers this matter closed. 
  
  Best Regards, 
  Guest Service Advocate

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18713944
  
  I am rejecting this response because:  they really didn't resolve this issue.  They are forwarding over to another department, but nothing will happen and this will not be resolved.  I have excellent credit and pay my bills on time, and this is the only business that doesn't receive my check on time.  I mailed the payment the day I received the bill, and yet they still didn't post the payment in time and gave me a late fee.  This is unacceptable.  And it's not the first time it happened with this credit card.  I don't know if they are short-staffed or why it takes 3-4 weeks to post the payment, but I shouldn't receive a late fee.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/09/2023

  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.

  I ordered $65 dollars in products using a gift card and my credit card. I did not receive the package. I have emailed and emailed the company and the shipping company laser shipping and neither will tell me the address to which the products were delivered. They said they left it on the porch and that is impossible at my house so I asked for the address. All I get back from them is we delivered it successfully. They wont show proof of delivery or the address it was delivered. Nor will they replace the order. the order number is k238272632 and the lasership is 3LSCY2Z02879479

• Initial Complaint

  Date:01/09/2023

  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.

  Ulta advertised every time I shopped with them that I was pre-approve for their Mastercard and said that I would receive a bonus 500 points for my first $500 spent and that I would receive 1 point for every $3 spent outside of Ulta and 2 points for every $1 spent inside Ulta. I have spent over **** on that card and I havent received one single point. I have contacted customer service over 5 times and even after escalating the matter, I have received no solution. Just excuses. I want my points for my purchases. This is fraudulent and false advertising.

  

  Business Response

  Date: 01/18/2023

  Thanks for the opportunity to respond to ******************** complaint regarding her missing loyalty points. 
   
  In order to resolve the matter for ****************, the points are now posted and visible on her loyalty account. We apologize for the inconvenience this has caused you.
   
  Best ******************************* Advocate 

  Customer Answer

  Date: 01/18/2023

   
  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:01/09/2023

  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 11/20/22 I placed an online order that totaled $165.21. When I did not receive an email confirmation for this order I did an online chat with the company and was advised they did not have a record of my order and to place another order. I placed another order on 11/22/22 that totaled $198.69 which was more because they no longer had some of my original items available. I was advised in that chat that my credit card would not be charged the $165.21 as they had no record of my order from 11/20/22. A few days later I received two items out of the twelve I ordered from my 11/20/22 order that they stated they had no record of, and was charged the full amount of $165.21. I did receive my full order from the order I placed on 11/22/22. I have called Ulta numerous times trying to get reimbursement from the items I did not receive from the order I placed on 11/22/22 and keep being advised I cannot speak with a supervisor and that they are looking in to matters. I keep asking for a call back and nobody returns my call. I tried disputing with my credit card company as well and Ulta is advising them I received my items in which i did not. I have been fraudulently charged for items I did not receive.

  

  Business Response

  Date: 01/18/2023

  Thanks for the opportunity to respond to ******************** complaint regarding her online order and missing items. 
  
  In order to resolve the matter for ****************, our specialist processed a ****** on 01/09/23 and a refund of $51.84 for the items that are currently out of stock. We apologize for the inconvenience this has caused you, at this time Ulta Beauty considers this matter closed. 
  
  Best ******************************* Advocate 

• Initial Complaint

  Date:01/09/2023

  Type:Sales and Advertising 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.

  Where do I start:1. Print Receipts from the register 2. Hire people who know how to spell pitting in emails 3. Gift card that wont take cash when oyu owe more 4. Fix email in the store I went in there to get s product which is only available online which i didnt see MAKE IT BIGGER Had a 40 gift card it came to ***** Gave her the money WOuldnt take the money Had to put it on another gift card I stood there and scratched off 4 gift cards ANother girl came Had to cancel my gift card and make another one for ***** SHe said I would get an email They SAID my email right but it had to many l's in it so it wasnt right and my daughters wasnt either No email went back in SHe said it may take awhile Went home still no email I had NOTHING to show that i spent ********************************************* that there was nothing that she could do I had to call the 800 number REALLY I stood there for 20 min I am older and cant deal with this I will NEVER go in that store again If you look at the REVIEWS they are all HORRIBLE DO SOMETHING about this

  

  Business Response

  Date: 01/18/2023

  Thanks for the opportunity to respond to ************************ complaint regarding her in store visit. 
  
  In order to resolve the matter for ********************, we have reached out to her via private message to gather more information. We apologize for the inconvenience this has caused you.
  
  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,
  
  ***************************