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.

  11850 Pines Blvd Pembroke Pnes, FL 33026-4123

• 

  ULTA Beauty

  5953 Wesley Grove Blvd Wesley Chapel, FL 33544-8411

• 

  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:12/10/2022

  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.

  I requested that 2 of my gift cards be merged. One of them valued at $75 and one at $15. Ulta drained my gift cards, but did not issue my new gift card to me. They claim that they have sent it - but I have not received it. I've reported this to them, they've tried to "resend" it to 3 email addresses - none of which received it. I've communicated this to a supervisor that there seems to be a system issue on their part because there's no way 3 email addresses just wouldn't receive it. Their response was to check my junk. However, I previously received these same 2 gift cards electronically with no issue. I need my $90 gift card number and pin number. This has been an ongoing issue for a week. My money was stolen. I was using this money to order a Christmas gift for someone and now it's not going to be here in time. Ulta could easily send me my gift card again or send me the number and PIN, but instead claim they cannot.***** reference number *********

  

  Business Response

  Date: 12/13/2022

  Thanks for the opportunity to respond to **************** complaint regarding her electronic gift card. 
   
  In order to resolve the matter for ************, we have issued an electronic gift card for $90 ($75+$15). We apologize for the inconvenience this has caused you, at this time Ulta Beauty considers this matter closed. 
   
  Best ******************************* Advocate 

• Initial Complaint

  Date:12/09/2022

  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.

  Sent a coupon with this code:132RAMQZ16FM0E DOES NOT WORK Ulta has started requiring ordering online to use these coupons. These do not work. **************** representatives are poorly trained and cannot advise. They are poorly trained and there is a communication barrier because they do not speak english. Someone from ulta who speaks english needs ti call me. Someone who is well trained in online accounts

  

  Business Response

  Date: 12/29/2022

  Thanks for the opportunity to respond to ************************ complaint regarding her recent communication with our guest services team.
  
  In order to resolve the matter we are reaching out directly for more information to better assist. We truly apologize for the inconvenience the matter has caused.
  
  Best ***************************** Advocate

• Initial Complaint

  Date:12/09/2022

  Type:Billing 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 pay off my account and then get charged service fee that cause my account go past due. There collections calls hang up when I answer. I just paid off again and demanded my account be closed. And they are not willing to close it after I paid in full.

  

  Business Response

  Date: 12/27/2022

  Thanks for the opportunity to respond to ************** complaint regarding her Ulta Beauty Credit card.

  
  In order to resolve the matter escalated this internally to ************** and a specialist will be in touch to review the matter.

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

• Initial Complaint

  Date:12/09/2022

  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 ordered product from Ulta ($172.22) and received the wrong product. I contacted the customer service which they replied they were looking into the issue. I sent pictures of the packing slip and the product (also attached to this complaint) that was actually sent to show them the product I received were items I have never ordered/purchased. After sending that, I received the following back in an email. "Hello ****, Thank you for reaching out about the order not received in your Ulta.com, K228355005. We do our best to ensure that your items are packaged so that they arrive safely. We know this is a frustrating experience, so would be moving forward to issue a refund. Please let us know if this is convenient for you. We truly apologize for the inconvenience you gone through. Thank you for your patience and if you have any further question, please respond directly to this email. Sincerely, ***** ULTA ***** Services Then received another email immediately afterwards. "Hello ****, Please disregard previous email. We take this situation very seriously. We have moved forward and escalated to our specialists. They will contacting you as soon as possible.. We appreciate your patience while we further review this. Sincerely, ***** ULTA ***** Services"The last correspondence from them was on November 7th. I have reached out multiple times after not hearing anything back from anyone but have received no answers. I really just want to get the product I paid for. I still have the incorrect product in the box to return to them as well. Thank you, ***************************

  

  Business Response

  Date: 12/28/2022

  Thanks for the opportunity to respond to ************************** complaint regarding receiving the wrong items in her 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:12/08/2022

  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.

  I received an email on 12/7 stating that there was a promotion for a free tube of product when you make a purchase IN STORE using your Ultimate Rewards Mastercard, which I have and I was actually intended to make a purchase as this was a very attractive deal. I also received a coupon in my app for the same promotion. I made a special trip to the Ulta store in ***************************** (not a Target, an actual Ulta store) and was told by the sales clerk that she had no idea what this promotion was about. I showed her the email and app coupon. She asked three other clerks. No one had heard of this promotion and did not see any tubes of this promo product in their store or in their stock room. They asked their manager **** who also confirmed that they had not been made aware of this promotion and had nothing to offer me. I contacted customer service who simply told me to keep looking for future promotions on their site as this promotion was time sensitive (I then asked them to provide the location of where the time frame was) and they again just told me to keep an eye out for future promotions. I have two issues with this, clearly they did not inform their store, they are offering a free item to customers and not providing any inventory or information to their stores. Thats false advertising and misleading me to go to their store. Second, their customer care did not even apologize or offer any type of remedy. When I tried to contact them a second time, I was ignored. I claim false and misleading advertisement by Ulta. I am also one of their top buyers with Diamond Status for year over year, use their salon every 8 weeks and take advantage of every promo they provide. I am very unhappy not only that I did not receive the item, but that customer care dismissed, and then ignored me

  

  Business Response

  Date: 12/27/2022

  Thanks for the opportunity to respond to **************** complaint regarding a free gift promotion she did not receive.
  
  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: 12/27/2022

   
  Complaint: 18544655
  
  I am rejecting this response because: I have not had any contact from Ulta to explain what happened and the offer is STILL SHOWING in my app as an active offer with no expiry.  I reached out to ******** care via ******** and the rep did tell me someone would reach out and asked for my contact number, as they could not provide me the answer.  They provided a small gift card which was appreciated, but Im still waiting on an explanation on behalf of all members who also may have tried to redeem this false offer.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 12/28/2022

   
  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:12/08/2022

  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.

  On 11/19/22 I purchased a product from Ulta. When I opened the package at home it was defective. It was returned to the store on 11/20/22. No problem from the store. I was issued a receipt for a total refund in the amount of $82.13.That was 18 days ago, and only supposed to be 2--3 days to post. It never posted.I returned to the store on 11/23/22 and was told to call customer service. After a lengthy phone call, customer service told me to return to the store.Daily I receive emails that they are "doing their best". I have requested to speak with a supervisor several times and told someone would call. Never heard from anyone. I am beyond frustrated and becoming angry at the total run around. As I see it, they have now stolen $82.13 from me.

  

  Business Response

  Date: 12/27/2022

  Thanks for the opportunity to respond to ********************' complaint regarding an in store refund.
  
  In order to resolve the matter for ********************, we sent an email to the guest confirming that the refund was processed successfully on 11/22/22. 
  
  Best ************************* Advocate

• Initial Complaint

  Date:12/08/2022

  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.

  Date of Transaction 11*26*2022 Cashier * ************************ Store Credit $91.70 Issued They Cashier offered me the option of Cash refund or store credit or return to original payment. However only issued the store credit. Emailed Ulta for passed 11 days and got responses from 18 different individuals, to which BBB has been CC on the emailed thread. Resolution* Roman * unable to process check refund or return to original payment. It is very unfortunate that they way and manner that Ulta has chosen to treat a human being, I looked passed the way I was treated at the store when I went in initially to process the refund. I figured it was early morning and the staff were having a rough start to their day. The young lady that processes my transaction , when I ask indicated to me that the refund would be either cash or store credit, I indicated that the cash would be great as I did not want to inconvenience the person who was kind to give me the items. and that I very sensitive skin so I do not use any cosmetics products or services, that Ulta had to offer.I even had to disclose my information and was made to set up a member account to go through all this process and the simpler right thing to do , is to give me a check or cash refund or return to the original form of payment. I then attempted to walk around the store and no one asked if I needed assistance , and when I asked to find out if the merchandise credit would expire, the ladies who were gathered together were very short and abrasive towards me and looked down on me., maybe because I was not Caucasian. I would just go home and reach out to Ulta Customer Support and plead my case. When I called into Ulta customer service line, I spoke to someone by the name of *****, who took all my information including the merchandise credit card number and the *** $91.70 and told me that she was going to escalate it to her higher up and get back to me.

  

  Business Response

  Date: 12/27/2022

  Thanks for the opportunity to respond to **************** complaint regarding her merchandise credit. 
  
  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: 01/03/2023

   
  Complaint: 18543777
  
  I am rejecting this response because: Thank you for attention to this claim, I was able to find a kind person who was able to work with me by shopping at Ulta beauty. There were able to use the store credit and I was able to get the cash in return.

  So I had to figure out an alternative solution, which I was grateful for the person kindness. 

  Ulta Beauty made very little effort to give me a satisfactory outcome. I was emailed by ********************* ***** Services Advocate ULTA ***** Services only because you reached out to them, and never heard back.

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

  

  Business Response

  Date: 01/09/2023

  Thanks for the opportunity to respond to **************** complaint regarding her merchandise credit. 
  
  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 Regards, 
  Guest Service Advocate 

  Customer Answer

  Date: 01/11/2023

   
  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. Please know I had to find my own resolution to this matter and grateful that there are kind people out there. Thank you BBB for stepping in and helping me with this case, I appreciate your time and attention to this matter. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/08/2022

  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.

  I returned a shampoo and conditioner to this company over a month ago. A couple of weeks ago I inquired about the refund and they told me it would take up to 30 days. It's been past the ****************************************************** that the item was already shipped to and received at my address. I told them that wasn't my question and that I returned the item and provided them with proof of delivery from the post office that they received it. I want my $50 refund. This is a very large company and a very reputable company and I don't understand why there is so much incompetence going on here and an absolute blatant disregard for my email. It's like they didn't even read it.

  

  Business Response

  Date: 12/27/2022

  Thanks for the opportunity to respond to ************************** complaint regarding her missing refund for her returned order.
   
  In order to resolve the matter for ********************** we have refunded her. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

• Initial Complaint

  Date:12/06/2022

  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.

  11/06/2022 my hair was completely cut off after only asking for a trim of split ends and a few layers. ******************************* license number ******* did the cut and the other stylist could not believe what he had done and advised me to take action against him I have plenty of pictures. I talked to manager and Ulta district educator *********************** she was in school by this horrible situation and said that the would try to pay for hair extensions and compensation of lost wages I have not been out of my house since this haircut and not able to work looking like this

  

  Business Response

  Date: 12/28/2022

  Thanks for the opportunity to respond to ********************' complaint regarding her salon service.
  
  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:12/06/2022

  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.

  Ulta needs to provide better customer service and fix issues the first time around and not have the customer reach out MULTIPLE TIMES!!! I reached out by chat and the reps did not resolve my issue and I am beyond furious..I shoud not be reaching out multiple times to have an issue fixed!My Order K-********* was NEVERdelivered. It says it was marked delivered but I did not receive anything. I reached out on December 3rd and I was told to WAIT to see if I receive it at a later date which MAKES NO SENSE!!! Here it is the 6th and I still dont have anything!WHY WOULD YOU SEND $90.00 WORTH OF MAKEUP AS A *** SUREPOST?!! that is the cheapest way to send items!!!!I am a diamond member every year and this is the first time this has happened, gifts that I paid for that I haven't received! If Ulta does not go through with my request I will delete my account and start shopping with Sephora.I want a refund of $89.35 with Afterpay AND I also want another order sent VIA *** for that is sent for overnight delivery, That way I am sure to receive my package with *** and NOT THE POST OFFICE!!If those two requets are not honored I will be done with Ulta all together, this alone has caused me enough stress and I dont need anymore!

  

  Business Response

  Date: 12/28/2022

  Thanks for the opportunity to respond to ************************** complaint regarding order-K233415151. 
  
  In order to resolve the matter we have issued a full refund for the order. We truly apologize or the inconvenience the matter has caused.
  
  Best ************************* Advocate