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.

  2841 Countryside Dr Turlock, CA 95380

• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  3591 N. Freeway Blvd Sacramento, CA 95834

• 

  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:01/08/2023

  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.

  When I opened my credit card in store on 10/16/22 I was advised by the store associate that every dollar I spent on the Ulta Reward Mastercard, whether spent on Ulta products, or on anything else, example: Gasoline from the gas station, that all purchases would earn rewards points for me.Here we are three months later, and NOT one single point from the purchases made on my card in locations that was not Ulta have shown up on my rewards points.I tried to talk to Ulta Rewards and they had zero clue how to help me.

  

  Business Response

  Date: 01/18/2023

  Thanks for the opportunity to respond to ************************** complaint regarding her rewards points balance. 
  
  In order to resolve the matter for **********************, we have sent her a private message requesting further information. We apologize for the inconvenience this has caused you.
  
  Best ******************************* Advocate 
  

• Initial Complaint

  Date:01/08/2023

  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.

  Hi, on December 8th 2022 I place an online order on ulta.com for a Dyson hair wrap with my ulta credit card I ordered the wrong one so I tried to cancel it online I couldnt do it so I called ulta directly about half an hour after the purchase I spoke to a woman who told me ok she will cancel it and I will see the money back in my ulta credit card in a couple of days. I didnt get any email about my order being cancel so the next day I decided to called and I spoke to a guy he said he doesnt see my order has been cancelled and he cant help me but he can transfer me to a supervisor after couple of minutes he came on the phone and told me his supervisor is busy and can give me a call back with in ***** hours, 2 days pass by no one called me back I decided to call again another representative told me she cant help me but her supervisor can call me back within ***** hours. Now everyone is busy and have jobs and other things going on in there lifes but me calling every 2 days about something that can take 2 minutes if the first representative had cancelled my order I wouldnt be wasting my time not only that its the holiday season it was so inconvenient for me to be calling every 2 days, still no call back from anyone, so I was leaving to go on my Xmas vacation on December 16 so I decided to give them a call again on December 15 because I called my ulta credit card company and the representative told me am owed $650 for the items I bought so I told her ok, still that representative told me she cant help that her supervisor is busy and will give me a call back in ***** hours. Now its January 7th am back from vacation so no emails no voicemail nothing from Ulta I decided to call am mad at this point a woman answered I told her my situation finally I explained the hole story to her from the day I made the purchase til now you wouldnt believe she told me she only see one time I called and that she cant help but she can have her supervisor call me back within *****hr

  

  Business Response

  Date: 01/18/2023

  Thanks for the opportunity to respond to *********************************** complaint regarding her online order and cancellation.
  
  In order to resolve the matter for **********************, we have sent her a private message and processed a full refund. We apologize for the inconvenience this has caused you.
  
  Best ******************************* Advocate 
  

• Initial Complaint

  Date:01/07/2023

  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.

  12/28/22 & 1/7/22 Approximately $120 spent, plus tips I have booked hair services at this location. A huge part of ******************* is washing and styling; however, there has been no hot water at this location. ULTA is a multiple million dollar corporation and its ridiculous after all these days the hot water heater has not been replaced. Further, there should have been measures put in place for temporary water heating. The local hardware store has attachments to heat water in the event a water heater stops working. Theres no excuse. Also, there was no customer contact advising there was an issue. I would have preferred to be notified so that I could have made other plans.

  

  Business Response

  Date: 01/17/2023

  Thanks for the opportunity to respond to *******************' complaint regarding her recent salon visit.
  
  To resolve the matter a member of the management on the salon team will be reaching out to ******************** to discuss further.
  
  We truly apologize for the inconvenience this matter has caused.
  
  Best ***************************** Advocate

• Initial Complaint

  Date:01/07/2023

  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 from Ulta, did not receive items. Contacted Ulta by phone twice and was told not their problem. They insisted they do not offer refunds or reprocessing of products. I spent $142.55 and no resolution. Any help would be appreciated.

  

  Business Response

  Date: 01/14/2023

  Thanks for the opportunity to respond to ******************** complaint regarding the package that was not received.
  
  To resolve the matter, a specialist will be reaching out to offer a refund or reshipment.

  We truly apologize for the inconvenience this matter has caused.
  
  Best ***************************** Advocate

• Initial Complaint

  Date:01/07/2023

  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.

  *** spent a lot of money at Ulta in the past year, participating in their makeup/skincare days of beauty and even reaching the second tier status of their rewards program. I tried to partake in their 21 days of skincare, but was rudely met with my transactions not going through. I searched this issue online and I was apparently banned from the site. I think its ridiculous to ban someone who has shown such loyalty to the store from the site. There is an entire ************** dedicated to how many people Ulta wrongfully bans. If it werent for their deals or rewards program, as well as carrying drugstore brands, Id gladly take my business to Sephora. Their customer service is ridiculous, and so is the hassle it takes to even try to get yourself unbanned from the site.

  

  Business Response

  Date: 01/17/2023

  Thanks for the opportunity to respond to *****************'s complaint regarding the issue placing online orders on Ulta.com.
  
  In order to resolve the matter for **************************, we have escalated this further and someone will connect with her soon. We appreciate you being patient while this is being reviewed. 

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

  Customer Answer

  Date: 01/26/2023

   
  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.

  Good evening, the issue has been resolved. Thank you. 
  
  Sincerely,
  
  **************************

• Initial Complaint

  Date:01/05/2023

  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 12/30/2022, I returned 2 item totaling $269.64 at ***************** ( Store ****). I was advised refund would be issued to my Debit card. 1/1 My bank account the debit card was attached to was closed due to fraud. I called my bank and they explained since they had to close the account the refund from Ulta was sent back to ulta and I have to get my refund from them. I called the store and spoke with ******* who spoke with her manager and told me I have to call Ulta customer service. I called customer service and was told they have to research it. I called back 2 days later and was told customer service cannot handle store purchases and I have to go back the store. I called the store and to my surprised they weee shocked customer service told me that. Unfortunately I returned the merchandise and its no longer in my possession. So I want someone to refund me my $269.64 that the company has. Trans **** Date 12/30/2022 Reg 3. The store says its probably sitting in account waiting to be given back to the customer but doesnt seem like they are trying to give me my money back. I would never do business with Ulta again.

  

  Business Response

  Date: 01/18/2023

  Thanks for the opportunity to respond to ********************** complaint regarding her store visit. 
  
  ****************** advised our specialist on 01/11/23 that her concerns related to this complaint was resolved. We appreciate you being patient for our response. 
  
  Best ******************************* Advocate 

• Initial Complaint

  Date:01/05/2023

  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.

  I was banned from utilizing ulta's online shopping and when I confronted them through customer service, and later through a supervisor, I was told this was because I used different payment methods. Ulta staff could not communicate to me why this was a viable offense to cutoff online business with me despite the rationale I provided (using a debit card, a credit card, and other payment methods the site directly connects with or provides as options). I reviewed that I had been a member for a very long time and frequently made purchases and spent quite a good deal of money there, however, no problem solving was employed through ulta and no real reasoning was provided beyond multiple payment methods was addressed (which they clearly provide as options to all online shoppers).

  

  Business Response

  Date: 01/18/2023

  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 further and someone will connect with her soon. We appreciate your patience while we look into this matter for you.
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18685446
  
  I am rejecting this response because: this will likely not be resolved in the timeframe and I do not wish to close this complaint prior to resolution. I am also skeptical that anything will be done as I've spoken to multiple different staff about the issue, all who have just deferred to their previously mentioned rationale. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/19/2023

  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 **************, private message was sent to her yesterday 01/18/23 @ 4:33PM CST asking to attempt an online order. At this time Ulta Beauty considers this matter closed.
  
  Best Regards, 
  Guest Service Advocate 

  Customer Answer

  Date: 01/20/2023

   
  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:01/04/2023

  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.

  December 24th 2022 I was supposed to receive a 300 dollar order from Ulta but did not receive it within the timeframe or at all they asked me to wait . *** contacted via online chat waiting for a response and *** called several times along with waiting for a response by a supervisor and theyre saying now it was delivered but I never received it . I would like my money back for this huge inconvenience.

  

  Business Response

  Date: 01/13/2023

  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: 01/13/2023

   
  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:01/04/2023

  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.

  Over the past several years, I have spent well over a thousand dollars at Ulta in order to attain Platinum/Diamond status. In May 2022, someone used my member number to make a purchase in the ******, **** store. I live in *********** and have NEVER been to ******. I did not authorize anyone to use my member number, and clearly the ****** Ulta store did not ask for identity verification. I called Ulta guest services to tell them that someone used my membership number unauthorized. No action was taken by Ulta.On Aug 1, 2022, I received an email from Ulta of a return to a store, with a deduction to my point balance. I sent Ulta an email alerting them that I didn't make any return and asking that the points be credited back to my account. They said someone would look into it and respond. Later that day, I noticed that Ulta, instead of crediting the points back to my account, they deducted the points AGAIN by the same amount. The notation in my account said "manual adjustment." After waiting weeks for a resolution, I reached out to Ulta customer service again on Aug 31, 2022 by email, phone and chat. They refused to resolve the issue and instead, blocked me from making any purchases online. I reached out again to the corporate officers (CEO, CFO, sales, and investor relations) on Sep 1, 2022, to ask for a resolution; there was still no response. Today, I tried again to make a purchase online for a sale item that is only available today and only available online. Again, I was blocked, and again I reached out to Ulta via chat and phone; both times, Ulta did not provide any resolution and would not allow me to place an order. Ulta prevents me using my EARNED points to make online Ulta purchases. Many items are not available in a store, and I have to do most of my purchases online.My member number is *************, and I currently have ***** points worth $270.50 that I am unable to use. Please let me use these points online or give me the $270 that is mine.

  

  Business Response

  Date: 01/17/2023

  Thank you for the opportunity to respond to **************** complaint relating to an inability to place an order 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. She is welcome to shop in store, where she can also redeem her Ultamate Rewards points.
  
  Best ***************** Services Advocate

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18682272
  
  I am rejecting this response because:  Ulta's response doesn't make any sense.  They have capriciously and erroneously restricted my ability to make online purchases, thus depriving me of the primary benefits of Diamond/Platinimum status.  This is after I personally spent over $1000 to gain this status.  I have alerted them to a fraudulent user of my account based in **** and requested several times that they discuss this with me to resolve it, but the ignore my requests.  This is a common and pervasive issue that I have read about on several public forums, where Ulta removes online access once a client has spent enough to gain the Diamond/Platinum benefits, thus unethically (perhaps unlawfully as well) depriving the customer of those earned benefits.  This violates ********** consumer laws.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/19/2023

  Thank you again  for the opportunity to respond to **************** complaint relating to an inability to place an order 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, where she can also redeem her Ultamate Rewards points. At this time Ulta Beauty considers this matter closed. 
  
  Best ***************** Services Advocate

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18682272
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/03/2023

  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.

  About a month ago, I couldn't place any online order from Ulta and just kept getting payment errors. I tried many payment methods all saying the same thing. They said I have multiple identities, which is one account for my wife and one for me (I have beauty schools and use the products with our students). They also said it's because I have multiple payment methods. Yes, we have a few different credit cards that we will use depending on the month and the credit card. Then they said I'm not allowed to order online anymore but I can still purchase in store. I love the store but it is very far from my house and ordering online is very convenient. I have been a loyal Ulta.com customer for years and have saved up many ********************** rewards points as well. I'm not too worried about the points, but I would like for my account to be recovered and want them to remove the block from my account!!

  

  Business Response

  Date: 01/13/2023

  Thanks for the opportunity to respond to **************'s complaint regarding placing orders online.

  We've sent a private message to this guest regarding this issue. At this time, Ulta Beauty considers this matter closed. 
  
  Best ***************************** Advocate
  Guest response

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18674725
  
  I am rejecting this response because:

  My wife and I have been loyal Ulta customers for years. We each have our own online Ulta account for our personal financial reasons. We have spent a lot of our money with Ulta and have never caused problems. We've applied for and got an Ulta credit card a few years ago which we have fully paid every month without exception. We've even recommended Ulta to many of our friends and family because of their great products and service.

  Then one day we can no longer make purchases.  When clicking to submit purchase, it said there was a credit card problem and to check our information again. After a month or two we tried again and it still didn't work. I finally decided to get in touch with Ulta to see if I could fix the problem with the credit card.  The response said, "As we researched your account, we came across multiple identities and payment methods for the orders youve placed. At Ulta Beauty we are committed to providing you with an outstanding experience, however this is not typical of a guest shopping for product for themselves and for their personal use." 

  We don't understand what we did wrong. It doesn't seem too out of the ordinary to have an account for me and an account for my wife.  Nor does it seem strange to use more than one credit card. We feel there must be some type of error and would love to get another chance to be an Ulta customer.  

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

  

  Business Response

  Date: 01/19/2023

  Thank you again for the opportunity to respond to ************************* complaint relating to an inability to place an order 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 ********************* Services Advocate