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Business Profile

Retail Stores

ULTA Beauty
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for ULTA Beauty's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 2,685 total complaints in the last 3 years.
    • 1,015 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/28/2022

      Type:Billing Issues
      Status:
      Resolved
      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 made a purchase on Nov 25th for $153, for one item. I noticed that the item was overcharged within 24 hours and not only that they ended up charging my credit card almost $310. I tried to chat with Ulta and the fellow that I chatted with kept saying the Ulta card is not for international use and they could not see the transaction. He asked me for my name/email not once, not twice, but three times and I kept replying. After 32 mins, I asked what he was talking about and if he was actually reading what I sent. 9 mins later a different person came on and had me wait for 11 mins and by this time I am just frustrated. I tried to order some items and my card said there were too many charges and I had to wait. I am so frustrated that 1. they overcharged me. 2. they charged me for $156 that I did NOT authorize 3. I spent *********************************************** and said he could not help. Now I am out a few hundred dollars and Ulta really could care less.

      Business Response

      Date: 12/13/2022

      Thanks for the opportunity to respond to ****************** complaint regarding her recent online order an charge. 

      In order to resolve the matter for **************, we have sent her a private message. We apologize for the inconvenience this has caused you.

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

      Customer Answer

      Date: 12/14/2022

       
      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:11/28/2022

      Type:Product Issues
      Status:
      Answered
      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 4 products online on 11/11/2022, for *****, order # k22995897711, I was sent an email saying they shipped by Ulta. I was given a tracking #**R0W950YN70009271. After several days, I checked the tracking # and it said *** has created a label. They have not received the package yet. To this day it still says that. I have contacted Ulta at least 6 times, in writing by email to let them know, and they just at first told me that package had shipped without checking. Then that I had to wait 8 business days for a refund, without bothering to check, as clearly the package had not shipped. And now, they have responded by telling me that they will look into the matter. No, the time to look into this matter was during the eight business days when I explained and requested and they ignored. Now, I want a full refund including shipping please. Thank you for your assistance. Its a shame that this is the reason why Amazon gets most of the business anymore. Incl a pic of the tracking # just checked today, that I gave to them that they could have checked to see that they never sent the package.

      Business Response

      Date: 12/13/2022

      Thanks for the opportunity to respond to Ms. ******** complaint regarding her recent online order. 

      In order to resolve the matter for Ms. ******* our specialist processed a full refund on 12/04/22. We apologize for the inconvenience this has caused you.

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

    • Initial Complaint

      Date:11/27/2022

      Type:Product Issues
      Status:
      Resolved
      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 them by phone and by email. I have not been able to place an order since August 16, 2022. My computer is working on every other site. I have tried ordering from a new computer and from a computer at work; yet, my orders will not go through. Somehow, it is set to say that my credit card is not working. One assistant told me to get gift cards. I did and my gift cards are declined as well. I cannot place an order. It will not even allow me to get product for my consumer points. They have contacted me saying that the problem was resolved, but it is not.

      Business Response

      Date: 12/13/2022

      Thanks for the opportunity to respond to ******************** complaint regarding her issue placing online orders. 
       
      In order to resolve the matter for ****************, we can confirm she was able to place a successful order on 12/12/22. We apologize for the inconvenience this has caused, at this time Ulta Beauty considers this matter closed.
       
      Best ******************************* Advocate 

      Customer Answer

      Date: 12/13/2022

       
      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:11/26/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 online account was hacked around 11/15/22. I contacted the company multiple times to try to get them to close my account and open another one to transfer the points over. But now I just want the account closed. The hacker tried to use my credit card. I took care of that with the credit card company. Everytime I call in or use th6chat service. They inform me that they have the problem escalated and they are working on the issue. That someone will contact me in 24 hrs. I haven't been contacted by anyone. And it's been a week now.

      Business Response

      Date: 12/13/2022

      Thank you for the opportunity to respond to Ms. ********** complaint relating to her Ultamate Rewards account.

      To resolve the concern, we have assisted with the account to resolve any outstanding issues and apologize for any inconvenience this may have caused.

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

      Customer Answer

      Date: 12/13/2022

       
      Complaint: 18466233

      I am rejecting this response because:
      They claim that they fixed my account. However I am still not able to reset my password for my account. They keep sending the same email stating that they have fixed the problem. That I should be able to login. However that is not correct. 
      Sincerely,
      *****************************;

      Business Response

      Date: 12/19/2022

      We are writing in response to Ms. ********** recent BBB response.

      We have reached out directly ********************** via her personal email to provide additional steps to assist with logging into and accessing her Ulta.com account.

      Best ***************** Services Advocate

      Customer Answer

      Date: 12/19/2022

       
      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:11/26/2022

      Type:Order Issues
      Status:
      Answered
      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 owes me a refund check of ****** and something cents. Check was issued 10/16/22 stop payment was done on 11/03/22 never received check. New check issued 11/06/22 stop payment issued 11/26/22. Never received check. I spoke with a ****************** to see if they could send it a different way. He stated to me I could receive the payment back on my credit card for me to purchase items. I have never received any of the stop payment checks . I had no problem receiving bills but cannot get a refund check. Please help me it's been 2 months and never received my money. They have no problem with putting the credit on my credit card for me to charge again.

      Business Response

      Date: 12/13/2022

      Thank you for the opportunity to respond to ********************** complaint relating to a refund.

      To resolve the concern, we have reached out to ****************** directly to ask for additional details to investigate.

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

    • Initial Complaint

      Date:11/25/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 11/15/2022 placed an online order for a hairdryer. Order# K230149653: Babylisspro Nano Titanium Protofino Dryer $97.99, Taxes: $6.86, TOTAL $104.85. On 11/16/2022 Ultra informed me they had shipped the above product, and gave me the following tracking number: ********************. Also, on 11/16/2022, they debited my credit card for $104.85. The tracking number is useless. I have contacted their customer service ***************), twice. On 11/22/2022 @ 4:18PM and spoke with *******. He advised for me to wait until Friday, 11/25/2022, to verify I have not received the item. If not, call them again on Friday, 11/25/2022. I called and spoke with ******* (I think, I could not understand her at all.) She told me to wait until next week to request a refund. I asked to speak with a supervisor, she said he was busy. I ended the call, and filed this complaint.

      Business Response

      Date: 12/13/2022

      Thank you for the opportunity to respond to Ms. ******** complaint relating to her recent Ulta.com order.

      To resolve this concern, a full refund was issued as the order was not delivered. We have also followed up directly with ****************** to advise that we are addressing any opportunities within her contacts relating to her order and we apologize for any inconvenience caused.

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

      Customer Answer

      Date: 12/14/2022

       
      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:11/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 online for in store pick up on 11/9. The order was canceled by the store on 11/14. I called regarding a refund of my money paid and gift card. Was told the money would be refunded to my card and that I would receive a e-gift card via email. Neither have happened to date. I reached out again and was basically told contact this third party there is nothing we can do. I want my money back.

      Business Response

      Date: 12/11/2022

      Thank you for the opportunity to respond to Ms. ******* complaint relating to her gift card.

      To resolve the concern, we have issued an electronic gift card to Ms. ******* email on 11/16 and confirm the gift card used on the order has been re-issued the original funds.

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

      Customer Answer

      Date: 12/13/2022

       
      Complaint: 18462660

      I am rejecting this response because:
      I have searched my email over and over including junk email and there is no gift card there. I also called back on the 17th when I didnt receive the gift card and was told then it wasnt sent yet. 


      Sincerely,

      *************************

      Business Response

      Date: 12/14/2022

      Thank you for the opportunity to respond to Ms. ******* complaint relating to locating her electronic gift card.


      We have followed up directly to provide additional steps to assist **************** with locating the electronic gift card within her email.


      Best ***************** Services Advocate

    • Initial Complaint

      Date:11/24/2022

      Type:Product Issues
      Status:
      Answered
      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 attempted to make a purchase through the Ulta beauty website on November 20th. My credit card was charged my rewards account was charged. Though I never got a confirmation email for the order I called Ulta they proceeded to explain to me that though they had charged my account they were unable to process the order and send it and they would send me a refund I requested to speak to someone above them who could send me the products or refund my account four days later they finally contacted me told me that I was not responding to them when they had not responded to me in 4 days. They still offered no resolution they just continue to ask me how I'd like to talk to them. I told them I wanted the products or a refund. They told me there was no way they could send the products nor could they give me a rain check on the things that I had ordered at the price that I had ordered and my account would be refunded my account has still not been refunded they will not let me talk to someone higher up in the company who could actually resolve this issue and this is not the first time I've had an issue like this. I do believe that it is illegal to charge someone's account and then not give them the products that you charge them for

      Business Response

      Date: 12/10/2022

      Thanks for the opportunity to respond to ****************** complaint regarding Order K230791482. 

      In order to resolve the matter we have our internal teams reviewing the matter and are following up with **************. We truly apologize or the inconvenience the matter has caused.

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

    • Initial Complaint

      Date:11/23/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 11/19/2022 Ultabeauty.com unlawfully double charged my card without my consent or permission. On 11/19/2022 I was browsing the ulta beauty website and the site was not working correctly. I attempted to add items to cart but as previously stated the site did not work so I exited the site. On Nov 12 my bank alerted me that I was charged $192.06 twice totaling $384.12. Ive reached out every way possible to be hung up on. They have done this to millions of people (social media reports across all networks).

      Business Response

      Date: 12/04/2022

      Thanks for the opportunity to respond to ********************** complaint regarding charges made during an order attempt.


      After closely reviewing with our internal teams, it was confirmed that the charges were reversed. We also sent a private message to ****************** confirming the reversal.

       We truly apologize or the inconvenience the matter has caused.

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

    • Initial Complaint

      Date:11/23/2022

      Type:Product Issues
      Status:
      Resolved
      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 online order with Ulta Beauty on November 13th, 2022 in the amount of ****** . I tried reaching out to the company yesterday to ask if my package was shipped I was rudely told to call back on the 8th business day. So today I texted again asking about my package and was told it was stuck in shipping. It would be another 24 to *************************************** about my order. I messaged back about 1 hour later asking if I could proceed with a refund and I was told again I have to wait another 24 to 48 hours for them to follow there process. So right now I still have no answers to where my package is or if I will get a refund. I'm asking for my items along with the promotional items I was promised or a refund I don't think I am asking for very much. I have tried to stay kind and professional.

      Business Response

      Date: 12/01/2022

      Thanks for the opportunity to respond to **************** complaint regarding her stuck in status order.
       
      In order to resolve the matter for ************ we have refunded the guest. We truly apologize for the inconvenience the matter has caused. 
       
      Best ******************************* Advocate

      Customer Answer

      Date: 12/01/2022

       
      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, 

      **********************;

      ***********************

    ULTA Beauty is BBB Accredited.

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