Complaints
This profile includes complaints for ULTA Beauty's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,692 total complaints in the last 3 years.
- 1,022 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/06/2022
Type: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.
My issue is i ordered a package through Ulta.com November 30, 2022. It was marked delivered December 3, 2022. My partner was home all day and nothing ever came. We contacted the courier they have no idea where the package is and they havent messaged me back like they said they would. We asked our neighbors and checked all possible places a package could be left. Ulta keeps telling me that I can get a replacement within one business day but for the last 3 days everytime i call or chat a new associate pushes it and says one more day. I used my Points which equals out to $192 and I would either like that back or I would like my package re-shipped because they are just giving me the run around about getting me what Ive ordered.
Business Response
Date: 12/28/2022
Thanks for the opportunity to respond to ****************** complaint regarding her delivered not received order.
In order to resolve the matter for ************** we have provided her with a ******. We truly apologize for the inconvenience the matter has caused.
Best ******************************* AdvocateInitial Complaint
Date:12/05/2022
Type: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 filed a complaint earlier this year (Complaint ID# ********* to be removed from Ulta Beauty's mailing list to preclude catalog receipt. Since that time, I have yet to stop receiving catalogs which means I have not been removed from the list.Business Response
Date: 12/27/2022
Thanks for the opportunity to respond to Ms. ******* complaint regarding receiving out direcy mail.
In order to resolve the matter we have removed ms. ***** from our mailing list. We truly apologize or the inconvenience the matter has caused.
Best ************************* AdvocateCustomer Answer
Date: 12/29/2022
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:12/05/2022
Type: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 and item that was never received. They refuse to take care of the problem. They will not refund the money.Business Response
Date: 12/28/2022
Thank you for the opportunity to respond to ************** complaint relating to her Ulta.com order.
To resolve the concern, we have reached out to ask for additional information to assist with our review.
Best ***************** Services AdvocateInitial Complaint
Date:12/05/2022
Type: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.
*** talked on the phone to comenity bank and they say nothing is wrong with my account. ive chatted with two ulta representatives on the app, and now this email. they all have the same thing to say and are completely ignoring what im saying. i am obviously blocked from purchasing online DUE to an issue that was their fault to begin with. someone hacked my account and was able to purchase a $500 blow dryer back in january, i caught it immediately but the product was still sent out to the thief, anyway they did refund my ulta credit card. but this is absolutely insane and EXTREMELY frustrating.Business Response
Date: 12/24/2022
Thanks for the opportunity to respond to ********************** complaint regarding her inability to order online.
In order to resolve the matter for ****************** we have restored the guest's ability to order online and she can now place orders. We truly apologize for the inconvenience the matter has caused.
Best ******************************* AdvocateInitial Complaint
Date:12/03/2022
Type: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 would like to stop receiving catalogs, mailers and other junk mail from Ulta addressed to an individual that does not live at my residence and has not lived at that residence for at least a year. The volume of mail from Ulta makes it difficult to receive important mail that is meant for the actual residents of the property. I have contacted Ulta to resolve this issue and they have not honored my request. I would to request that Ulta stop sending catalogs, mailers and other junk mail to the following individual: ***********************, ****************************************************************************. The named individual is not a resident of this property and if necessary, I can prove that I am the sole legal resident of this property. Thank you.Business Response
Date: 12/28/2022
Thank you for the opportunity to respond to **************** complaint relating to Ulta Beauty catalogs being sent to her address.
To resolve the concern, we have ensured her address is opted out. It may take up to 8 weeks for the mail to stop being received accordingly.
Best ***************** Services AdvocateInitial Complaint
Date:12/02/2022
Type: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 recieved a phone call from ulta to make payment instead of making the monthly payment the rep told me the balance was $55.73 it was paid off in full. Now Im getting phone calls saying its over due and late fees payment id **********. If my balance was at zero I shouldnt keep getting fees added on and they have no explanation. Dont send a bill.Business Response
Date: 12/20/2022
Thanks for the opportunity to respond to ******************** complaint regarding their billing.
In order to resolve the matter for ********************, we are further looking into this matter and will connect with her soon. We apologize for the inconvenience this has caused you.
Best ******************************* AdvocateInitial Complaint
Date:12/02/2022
Type: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.
Starting from months ago, I couldnt place any online order from Ulta, and just kept getting payment error. I tried to reach out multiple times, they claimed that I have multiple identities or order too many times. Im not even be able to order once! Then, because of that, they said Im not allowed to order online anymore but I can still purchase in store.I rarely ordered online from Ulta before and most of times I would just go to store. But I still want my account to be recovered and want them to remove the block from my account!!Business Response
Date: 12/20/2022
Thanks for the opportunity to respond to ******************* complaint regarding their issue placing online orders.
In order to resolve the matter for ***************, we have escalated this and someone will reach out to via private message. We apologize for the inconvenience this has caused you.
Best ******************************* AdvocateInitial Complaint
Date:11/30/2022
Type: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 November 20th of 2022, I placed an order for *****. They charged me but never finalized my order. After sending them proof of my purchase they disconnected the chat. This was after I initially contacted them and they confirmed I had placed the order.Business Response
Date: 12/19/2022
Thanks for the opportunity to respond to ********************** complaint regarding charges during online order.
In order to resolve the matter for ******************, she will need to connect directly with Afterpay. We apologize for the inconvenience this has caused you.
Best ******************************* AdvocateInitial Complaint
Date:11/30/2022
Type: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 Beauty Cosmetics store is abusing bank and credit charges as pending charges that have cancelled or not gone through their ordering system without reversing the hold on bank and credit funds in a timely manner. For example, the online sale event on 11/19/2022 repeatedly crashed during the ordering system. After placing an order, there is notification and a thanks for the order, the website crashes, after logging back in after a long process of waiting again, it shows items still in shopping cart but charges pending on credit account. A customer is again prompted to complete their order risking multiple pending charges during Ulta's website technical difficulties.Customer Representatives initially say a pending charge on an account may take 3-5 business days to resolve. After this time passes, the ** rep says 14 days. There are thousands of pending charges daily through Ulta that customers do not have access to their funds when they cannot receive an order they placed. Investigating reviews and even ******* search of "Ulta pending" reveals this to be a widespread problem.Business Response
Date: 12/19/2022
Thank you for the opportunity to respond to **************** complaint relating to a pending authorization.
To resolve the concern, we have reached out to her directly to ask for additional details regarding the pending authorization so we may investigate.
Best ***************** Services AdvocateCustomer Answer
Date: 12/20/2022
Complaint: 18484027
I am rejecting this response because:Good evening,
While I understand the appropriate response to a complaint with BBB is to want to address an issue directly, I have not received any communication as the reply Ulta has given to BBB indicated. Outside of initial customer server representatives during the time of a poorly run campaign where many customers were complaining of charges and repeated charges due to online website technical difficulties, there has been no contact looking to remedy Ulta's mistakes.
Instead, what has happened is the normal expiration time of thirty days had to go by for PayPal to close out the pending charges and the funds reflected back into the balance. That was not the remedy it was the eventuality. Meanwhile that money held with no items from Ulta resulted in less Christmas purchases. At this time there is no remedy nor satisfaction and I wish the complaint to stand as is.
Sincerely,
***********************Business Response
Date: 12/22/2022
We are writing in response to **************** recent BBB response.
We have sent an email directly to ************** on 12/19/2022 to ask for more information so we may assist with the charges she is seeing. On 12/22/2022, we have followed up to the original email with ************ so we can gather the details needed to assist further.
Best ***************** Services AdvocateCustomer Answer
Date: 12/22/2022
Complaint: 18484027
I am rejecting this response because:I can confirm that on 12/22/2022, I have received an email from:
***************************
Guest Services Advocate
ULTA Guest ServicesI have responded to Ulta's GSA acknowledging that the pending charges expired and the funds were no longer being held in my financials. I did reiterate however that my main complaint is in the timeliness or lack thereof with the handling of my issues. Ulta did not take the necessary measure to remedy their mistake and instead waited for the pending amount to expire after thirty days with my financial institution after being assured at first that it would be 3-5 business days, then 14 and still no correction was made. I wish for my complaint to stand.
Sincerely,
***********************Initial Complaint
Date:11/30/2022
Type: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 have contacted Ulta on several occasions and my issue has not been resolved. They are taking me around in circles and not trying to refund or stop the double charges and this is frustrating at this point.Business Response
Date: 12/19/2022
Thank you for the opportunity to respond to ********************** complaint relating to an online pending charge.
To resolve the concern, we have reached out to her directly to ask for additional details regarding the charge so we may investigate.
Best ***************** Services AdvocateCustomer Answer
Date: 12/20/2022
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,
*********************************
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