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 Salon Cosmetics & Fragrance, Inc.

  5410 Pacific Ave Stockton, CA 95207

• 

  ULTA Beauty

  12715 Citrus Park Drive Tampa, FL 33625

• 

  Ulta Beauty

  34940 Emerald Coast Parkway Destin, FL 32550

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:01/02/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed online order (#K236238841) on 12/16/2022 totaling $135.46. Tracking for package states delivered 12/22/2022, however my package has never shown up anywhere on apartment complex property. Ulta is refusing refund or replacing, stating they have confirmation of delivery, yet I still do not have my order.

  

  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

• Initial Complaint

  Date:01/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am seeking resolution to Ulta banning me from online purchases due to a settled return dispute. On August 28th, 2022, I purchased lipsticks from Ulta Beauty using PayPal as my form of payment. Using PayPal return service, I returned the lipsticks on September 8th, with a tracking number label provided by PayPal. Despite this ***** tracking number (************) showing as delivered, Ultra refused to offer a refund when I contacted them via email on September 22nd. After attempting to settle the return reimbursement with Ulta again on October 10th, November 7th, and November 11th via email, I contacted PayPal. Using PayPals dispute resolution service, I opened a PayPal dispute (PP-R-FBU-462901872) on November 9th. PayPal closed this case in my favor, refunding the purchase on December 1st. Since settling this dispute, I have been unable to complete any purchase on the Ulta website. I contacted Ulta support on January 1st, 2023, with my online ordering issues and they responded on January 2nd. In Ultas response, they stated that they will no longer be able to accept your online order request(s) on Ulta.com and that it is because they received a charge dispute related to order number K222216258. I have only used my consumer protection benefits provided by PayPal after contacting Ulta several times and proving my items were returned. This return dispute was handed using a formal dispute resolution service provided by PayPal. I am a Diamond-level member of the Ulta Rewards program which I have been a member of since August 5th, 2016. In summary, I am requesting assistance in working with Ulta to restore my ability to order online through the Ulta website. Thank you.

  

  Business Response

  Date: 01/13/2023

  Thanks for the opportunity to respond to ******************** complaint regarding her inability to order online.
  
  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:01/01/2023

  Type:Customer Service 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 booked an appt for a color correction and style on 12/28/22. When I booked the appt, I asked the gentleman booking the appt the price. He stated it was $52.00 for the color correction then $36 and $42 for blowout and style. (This should be on camera in the store.) ***** services had began on 12/30 I agreed to add optiplex at $25.00. The stylist complained how she only works on commission, has to stock the floor for free and how they have her come in only to send her home with no pay. I feel this contributed to the outrageous pricing. As the appt went on I learned it was $52 every half hour for color correction! Not to mention they double booked me and the ONLY stylist they have at this location was servicing someone else's hair adding to the length of time for my appt. According to the stylist they do this all the time because it is about the money.. My appt started at 10:30 and ended at 1:45. I was initially charged $400 for a color correction, blowout and style. ***** I spoke to the store manager, with the gentleman who booked the appt confirming he did tell me $52.00 they agreed to take 20% off, so my total was $301.75. I was in tears leaving the store, and immediately called corporate where they assured me the general manager who overseas many stores will be calling me back. They were very nice and understanding, but stated only the general manager can resolve. Since then I have called a total of 5 times each time being told something different and some of the reps were helpful and understanding. They assured me it had been escalated and I would hear from the general manager within an hour to within 24 hours. Today 1/1 I was told it can take 48 hours and the general manager do not work holidays. I asked to speak to their supervisor and was told none were available.

• Initial Complaint

  Date:01/01/2023

  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 got my hair colored 12-31-22 at ************ ulta beauty. she was almost an hour late getting there. she got color all over the top of both sweaters I was wearing. not even apology. just told me oops its on your shirt. It bleeds terribly. So I have ruined clothes and hair that bleeds color. have no idea what to do. I rinse in cold water. when I left the salon coloring was all over sides of my face.

  

  Business Response

  Date: 01/13/2023

  Thanks for the opportunity to respond to ********************** complaint regarding her negative salon experience.
  
  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: 01/16/2023

   
  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:12/31/2022

  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's customer service is terrible,unhelpful, and uncaring. I have problems with every coupon they send me. I put the coupon code in and it never works. I don't know why, but it never works. I always get an error message and then it says that the coupon has already been used. When I email customer service about it, they just keep giving me different codes to use, but they never work. I tell them that over and over, but they just keep sending me worthless codes that never work. I have been emailing them back and forth all day today with no resolution, and this is not the 1st time it's happened. I don't even know if I'm talking to a real person or a robot. I kinda hope it's a robot because I would hope a human would understand when I say that the coupon codes never work for me. It is not even so much about the free gift. It's mostly about how inconvenient and time consuming it is for me to try to unsuccessfully redeem a coupon that I've earned by being a long time loyal customer of theirs. It's very frustrating and their lack of caring and understanding is ridiculous. It seems fair to me that if I can not redeem a coupon, then they should just give me the equal amount of reward points, but they absolutely will not do that. I am actually shocked at how terrible their so called customer service is. And their unwillingness to find me an alternative solution is unbelievable. I've never seen anything like it. It's by far the worse customer service I've ever dealt with.

  

  Business Response

  Date: 01/13/2023

  Thanks for the opportunity to respond to ******************' complaint regarding the issues with our coupon codes.
  
  To resolve the matter, we have offered a refund back to the guest for the amount, once the order is placed.

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

  Customer Answer

  Date: 01/14/2023

   
  Complaint: 18667985
  
  I am rejecting this response because: It's not right for me to have to pay and then hope they follow thru with a refund. After all the hoops I've already been through with them, it's just hard to trust anything. I told them over and over that the codes never work for me, but they just kept on sending more. I had to beg them for a different solution. It's not like they offered. And now their solution is for me to spend my money and then trust that they will follow thru with the refund. It actually takes a lot of nerve after everything I went thru that they would even suggest such a thing. Unbelievable. It's no way to treat customers 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/17/2023

  Thanks for the opportunity to respond to ******************' complaint.

  
  To resolve the matter, we are adding the requested points to her loyalty account.

  
  We truly apologize for the inconvenience this matter has caused.
  
  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:12/31/2022

  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.

  12/31/2022; I attempted to purchase several gifts through Ulta Beauty. I attempted this on the app. I was prompted to enter my bank card information several times. Once I entered the payment method, Ulta Beauty immediately took that information and blocked me from my accounts, the website, all customer service options, and locked me out of my account. After four hours of attempting to get customer service on the phone to help me; after repeatedly being hung up on. I realized that Ulta Beauty is scamming customers to get their personal information. I have contacted my financial institution, however, they are closed.

  

  Business Response

  Date: 01/13/2023

  Thanks for the opportunity to respond to ***************************** complaint regarding his issue placing an online order.
  
  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:12/31/2022

  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.

  Placed order #K237908048 on 12/26/22 @ approx.. 8:40am EST. A hold was put on my credit card for $54.19. Three of 5 items shipped the next day. On 12/28/22 late afternoon, I received an email stating an item was out of stock. I CHATTED and call and followed up with email to make sure I was credited for out-of-stock item AND to cancel the item: Item#: ******* that had not shipped. I was assured via recorded conversation AND EMAIL that the remaining item from the order was canceled and a refund was issued for the out-of-stock item and the canceled item. The next day, I noticed that there was no refund for either item and the unshipped item had not been cancelled. I emailed and was assured that the credit would be issued and WHEN the canceled item shipped, Ulta would request it to be returned to them. That never happened. In fact, there is now a pending charge on my credit card for $54.19 AND $53.18. I have chatted, called and emailed today and keep getting told different things. I was assured a credit has posted. There is NO credit showing in my account. I am still being charged for an item that was cancelled (confirmed via email) I also wanted to return a damaged item per chat and was assured a refund was issued. It was not. Each genius I communicated with said something different.

  

  Business Response

  Date: 01/13/2023

  Thanks for the opportunity to respond to ********************** complaint regarding order-K237908048.
  
  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

• Initial Complaint

  Date:12/30/2022

  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.

  Ultra employee told me I am forced to join their rewards program. When I said no thank you she told me I would NOT be able to return any product for any reason without joining. Its seemed like requiring me to disclose personal information (email, phone number) in order to shop at and/or return something at a public store should be illegal.

  

  Business Response

  Date: 01/13/2023

  Thanks for the opportunity to respond to ************************** complaint regarding her recent in store experience.

  
  To resolve the matter, we have reached out privately to ********************** for more information so we may review with our appropriate teams.

  
  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:12/29/2022

  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.

  I was gifted a 3.1 oz bottle of ****** and **************** perfume for Christmas. The gift giver had asked what perfume i wear and i had shared that i wear BonBon pastel which i buy at Ulta. Unfortunately, i was gifted the original not pastel. In addition, i am visiting ********** from ******. I happened to be in ******** and went into a location on Winchester rd to see if i could exchange it for my scent. They did not have my scent and they said without a receipt they could only give my store credit for the lowest price ever sold at. I was given $31.20. I told the cashier that that sounded low and asked if that was for the 3 oz bottle because i know it comes in a 1oz and 3oz bottle. She assured me that that was for the 3oz bottle. I left with a horrible feeling in my stomach knowing i just gave them a bottle of perfume that retails for $166 for $31 in merchandise credit. The next morning i read my receipt and saw that they issued me store credit for a 1oz bottle not a 3oz bottle. I called the store and after pushing the issue with them they said i was correct they issued the wrong amount for the perfume and that **** would issue the remainder. Unfortunately, i am staying with family in Orange County and there was no way for me to get to them. They said the only way they could fix it was to go back even though the footage on their cameras prove i was in the right. I dont feel that it is fair for them to accept something without double checking the details, when i asked if they checked the size i was told they did. The receipt says 30ml. 30 ml is equivalent to 1 oz. I do not feel that i should be at a loss because the cashier does not know the ml to oz conversions. I was at:Store ****, transaction ****, cashier Illssa, Register 2 12/26/22 @ 7:25pm I would like for ulta to issue me store credit for the remainder of the perfume. I was given $31 for a $166 bottle. I believe they should issue a credit of $135 for the remainder that i can use in my home state.

  

  Business Response

  Date: 01/07/2023

  Thanks for the opportunity to respond to ****************** complaint regarding her in store return.

  To resolve the matter, we have issued a refund for the difference back to an electronic gift card.
  We truly apologize for the inconvenience this matter has caused.
  
  Best ***************************** Advocate

• Initial Complaint

  Date:12/29/2022

  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 12/29/2022 I had a 4pm appointment with ****** at ulta beauty located at ************ on *********** ******, ** for my hair my final amount for my purchase was $691.00 the manager in that local didn't want to step out her office to order my hair extensions which as far as I'm aware it's the managers duty to make any order and to verify if the product is available im so displeased and unhappy I made it late for work because of this situation just waiting at this location and I couldnt even get my hair order because of this situation I just can't believe how this person even got considered to be a manager

  

  Business Response

  Date: 01/06/2023

  Thanks for the opportunity to respond to ****************** complaint regarding her store/salomn experience.

  
  This matter has been resolved at the store level. We truly apologize or the inconvenience the matter has caused.
  
  Best ************************* Advocate