Business Profile

Retail Stores

ULTA Beauty

Complaints

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

Customer Complaints Summary

2,685 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.

Initial Complaint
Date:11/22/2022
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.
On 11/22/22, I received an email for ulta customer service that my password and email for my account was changed. I immediately contacted customer service. After many attempts I received an email stating my request has been escalated. It is now 8 days later and I have been following up daily. My account contains personal information and they are unable to even lock the account. I am not sure how this happened at all. I have been googling and have found others with this issue and no help provided. I am missing sales and perks of my platinum membership. Not to mention sleepless nights that my account is hacked and nothing is being done. The last email asked me to provide a time line so that they can provide the next steps. I feel helpless and customer service has provided any resolution. I also have a lot of points I was looking forward to using on Black Friday sales that I do not know if were taken. This has been a miserable frustrating experience and I am unsure how to get help.
Business Response
Date: 12/01/2022
Thanks for the opportunity to respond to ************************ complaint regarding her account issues.

In order to resolve the matter for ******************** we have reached out to the guest in a private message to resolve her account issues. We truly apologize for the inconvenience the matter has caused.

Best ******************************* Advocate
Customer Answer
Date: 12/01/2022

Complaint: 18454737

I am rejecting this response because: nothing was resolved. I did not receive a reset link by email and when I attempt to reset my password I am told my email does not have an account.

Sincerely,

*******************************
Business Response
Date: 12/09/2022
Thanks for the opportunity to respond to ************************ complaint regarding her account issues.

In order to resolve the matter for ******************** we have reached out to the guest in a private message to resolve her account issues. We truly apologize for the inconvenience the matter has caused.

Best Regards,
Guest Service Advocate
Customer Answer
Date: 12/12/2022

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:11/22/2022
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 placed an order on Ulta.com My credit card was charged immediately. Theres no record of my order. I contacted customer service. They clarified that theres a pending hold and the order was not placed, but I may have to wait as long as 9 days for the hold to be taken off. I was assured that I wont be charged. How can a company not place an order and yet still be able to hold my money? I was instructed to place the order a 2nd time. Then Id be charged the amount 2x. Oh yes, Im not charged, but wont have access to my money to place the 2nd order.
Business Response
Date: 12/01/2022
Thanks for the opportunity to respond to ************************** complaint regarding her pending authorization charge.
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:11/22/2022
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.
Date of transaction-11/20/2022 Paid-$241.56 Business committed to provide:1,210 points equal to $86, earned products valuing $132, 18 products for $241.56 valued at $421.44, and $179.88 in savings for the discounted items when compared to non-sale price.I ordered during Ultas Black Friday sales event. With my Ulta Credit Card purchase, I was to get two additional items valued by Ulta at $132, and a promo for 5x the points on my purchase redeemable for $86. The total monetary value of these items and promotions is $639.44, and I purchased them during the sale for $241.56.My order was processed, but I didnt see my order details. I verified that I was charged for the order on 11/20. I contacted Ulta support and was told that the company was experiencing technical glitches that they did not announce to their consumers so I would have to contact their bank. Their bank said the order was processed by Ulta and was pending, and the pending charge would fall off on 11/30 if my order was not fulfilled, at which point I would have access to my $241.56 funds to repurchase the order. The deals would be over, and I would need to spend $639.44 rather than $241.56.11/22- I let Ulta know what their bank said. I was then told they COULD see my order on their end, but it couldnt be fulfilled due to the system glitch. They then cleared my cart without my consent (which had the purchased items that I re-added to my when I was made aware that my order would not be fulfilled), and offered to issue a refund of $241.56 in 3-5 business days, costing me my access to sale prices.I requested a gift card or code to allow me to purchase my items for the sale price as that they admitted the error was on their end due to technical issues that they failed to report, but I was denied. Ulta refused to solve this problem, only offering to refund $241.56 after the sale ends rather than the full value of the purchase I made in good faith during the sale period.The order number was K230813522.
Business Response
Date: 11/29/2022
Thank you for the opportunity to respond to ******************** complaint relating to her Ulta.com order issue.

To resolve the concern, we have reached out to confirm the order details so we may assist with next steps.

Best ************************* Advocate
Initial Complaint
Date:11/21/2022
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 started their Black Friday sales on 11/19 at 8pm. Thousands of people, including myself placed orders only to find that our accounts were charged 1-6 times and received no order confirmation. **************** representatives are stating they cannot refund our money due to no proof of order.
Business Response
Date: 11/29/2022
Thank you for the opportunity to respond to Ms. ******** complaint relating to her Ulta.com order issue.

To resolve the concern, we have reached out to confirm the order details and provide the order number to ******************.

Best ************************* Advocate
Customer Answer
Date: 11/30/2022

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:11/21/2022
Type:Delivery 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 didn't receive a package in the mail. Ulta flatly refused reshipment. I called my own post and I didn't get a package that day. I'd just like reshipment.
Business Response
Date: 11/29/2022
Thank you for the opportunity to respond to Ms. **************** relating to her Ulta.com order issue.

To resolve the concern, we have reached out to ask for additional information to assist with our review and next steps.

Best ************************* Advocate
Customer Answer
Date: 11/30/2022

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:11/20/2022
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 placed on order online and the company never issued my ordered and claimed the order was not placed as it was an issue on their yet the money was taking from account. The rep I spoke with advised to placed the order again. They are stealing from customers and cannot complete orders yet refused to refund money
Business Response
Date: 11/29/2022
Thank you for the opportunity to respond to **************** complaint relating to her Ulta.com experience.

To resolve the concern, we confirm an order was not placed and have reached out to gather more information relating to the pending charges so we can review and assist to correct.

Best ************************* Advocate
Initial Complaint
Date:11/20/2022
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.
Hello- I was shopping Black Friday deals on Ulta.com and Had the worst online experience of my life. There were multiple system issues with their platform. This resulted in multiple hours spent in an attempt to place an order. Additionally, I applied for and was approved the Ulta Mastercard to save 20% on my order. The discount did not attach to the order due to the system logging out (what I was told through chat) and the inability to place the order on the new credit card. I tried to resolve through chat and was basically told there was nothing that could be done for the discount, I would have to wait for an email code in ***** hrs. I voiced the concern that the offers wouldnt be available or the products not in stock but nothing could be done. After multiple more tries to complete the order I was finally able to complete with my bank card. I was charged twice! I was initially not intending to use my bank card for the purchase of $500 now it has held almost $1000 from my account. I called in and was told the second hold would be released in 3-5 business days. $500 was a constraint on my finances but now $1000 is detrimental.
Business Response
Date: 11/29/2022
Thank you for the opportunity to respond to Ms. ****** complaint relating to her Ulta.com order issues.

To resolve the concern, we have reached out to gather more information relating to the pending charges so we can review and confirm if the coupon was issued.

Best ************************* Advocate
Customer Answer
Date: 12/08/2022

Complaint: 18441797

I am rejecting this response because:

Hello- No this has not been resolved. I received an initial email from Ulta and they have not responded to my reply yet and it has almost been a week.

I have attached the correspondence I did receive. I have not received any answer/explanation/solution.

Please dont close this case, my apologies for not responding as I was waiting for a solution or resolution. I was unsure of how to respond to the the case from the website. Thank you

WARNING: YOU HAVE RECEIVED AN EMAIL THAT ORIGINATED FROM OUTSIDE THE ORGANIZATION. PLEASE VERIFY ALL MESSAGE CONTENT BEFORE CLICKING ON LINKS OR ATTACHMENTS.

Sincerely,

*************************
Business Response
Date: 12/09/2022
Thank you for the opportunity to respond to Ms. ****** complaint relating to her Ulta.com order issues.

To resolve the concern, we have reached out to gather more information relating to the pending charges so we can review and confirm if the coupon was issued.

Best Regards,
Guest Service Advocate
Initial Complaint
Date:11/18/2022
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.
Ulta has restricted my account from buying anything online, regardless of the payment method. They have stated that this is because purchases have been made using different names and addresses. I emailed in proof that I had gotten married and updated my address; however Ulta still claims there is suspicious activity on my account but refuses to provide ANY additional details. I have reached out via email, phone, and social media and have been offered nothing other than thats handled by a different department. At this point, I am concerned that my account is being hacked or that Ulta is blocking me from making online purchases due to the amount of rewards I have earned via their rewards program. This is, at the least, highly unethical and, at worst, illegal. At this point I am ready to reach out to a lawyer about a potential class action suit as I have found over 200 people wit the exact same issues. Ulta needs to take responsibility and either let us know why they are locking accounts that have NO fraudulent activity or do the right thing, apologize, and unlock accounts.
Business Response
Date: 11/26/2022
Thanks for the opportunity to respond to ********************** complaint regarding her issue placing online order.

In order to resolve the matter for ******************, we are currently looking into this and will connect with her soon via private message. We appreciate you being patient with us while we look into this for you.

Best ******************************* Advocate
Initial Complaint
Date:11/18/2022
Type:Sales and Advertising 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 unable to place an online order, receiving a message stating there is a problem processing my payment however my **************** approves the charge.There are widespread reports on social media about Ulta blocking customers from making purchases, Im attempting to purchase goods for my personal use and Ulta appears to have blocked my online ordering without a valid reason.
Business Response
Date: 11/26/2022
Thanks for the opportunity to respond to ************************** complaint regarding her placing online orders.

In order to resolve the matter for **********************, we are looking into this and will connect with her soon. We apologize for the inconvenience this has caused you, and being patient with us while we looked into this for you.

Best ******************************* Advocate
Initial Complaint
Date:11/18/2022
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.
I have had numerous issues with the way this company does business and handles the problems that are ***orted to them. I spoke to a man named **** with the last issue and I honestly thought that I was not going to experience any more issues involving the customer service department and the way they handle customers and their problems. Well I have phone records to show that I was on the phone for over an hour the first time and the second time for 25 min and was lied to and put on hold and told there was not a supervisor available. I spoke to a lady from a different country who didn't realize she was on the phone and thought she muted me and said a lot of vulgar things about Americans and about myself. Kept lying telling me that she had to hang up for her to escalate the call and the supervisor to call me back. Her name was **********************************. I called the corp office spoke to the receptionist and she said it would take 48 hours to have a **** get back to me but she could transfer me to another department she did and a girl named ********* got on the phone and when asked for a supervisor she put me back in the que to hold again for a ***. like I was starting all over again. I have read alot of complaints and bad reviews from other people so I know I can not be the only one who is experiencing this horrible customer service. My order was cancelled on the phone by the Chantelle *** and then she lied and said she didnt. I am baffled how this company is still in business with the way they treat people. I am contacting the news locally where I am and ***orting this complaint as well as the other one from before. Noone should have to be treated like this by any company and waste over an hour and a half to get nowhere but to file a complaint on the BBB website.
Business Response
Date: 11/26/2022
Thanks for the opportunity to respond to ****************** complaint regarding her interaction with our contact center and coupon issue.

In order to resolve this for **************, our specialist did confirm with her the coupon was applied accordingly. We can also confirm the guest was assisted without any issues, at this time Ulta Beauty considers this matter closed.

Best ******************************* Advocate
Customer Answer
Date: 11/29/2022

Complaint: 18434770

I am rejecting this response because:
I do not know who ************** is first of all and I did not have a problem with a coupon so either you are just as incompetent as the staff that assisted me or you need to have someone from the ******************** team contact me. I have the recorded conversation in which the call consisted of so please get your facts together because I should post the conversation and let the world decide what happened.

Sincerely,

*****************************
Customer Answer
Date: 11/29/2022

Complaint: 18434770

I am rejecting this response because:
I am rejecting this response because:
I do not know who ************** is first of all and I did not have a problem with a coupon so either you are just as incompetent as the staff that assisted me or you need to have someone from the ******************** team contact me. I have the recorded conversation in which the call consisted of so please get your facts together because I should post the conversation and let the world decide what happened.

Sincerely,

*****************************
Business Response
Date: 11/29/2022
Thanks for the opportunity to respond to ********************** complaint regarding her interaction with our contact center and coupon issue.

In order to resolve this for ****************** , our specialist did confirm with her the coupon was applied accordingly. We can also confirm the guest was assisted without any issues, at this time Ulta Beauty considers this matter closed.

Best Regards,
Guest Service Advocate
Customer Answer
Date: 12/02/2022

Complaint: 18434770

I am rejecting this response because:
Is there anyone I can speak to besides a guest services rep who can not even identify themselves? I do not know if you have the right customer but in all honesty this complaint was not about a COUPON it was about the order getting cancelled and the customer service that represents ********************** clearly need better training. Also **** you know good old **** from the **************** he knows it was not about a coupon. I spoke to him personally. I really wish that who ever you are that is responding to the complaint from Ulta as a guest service member that you go through what I have as an Ulta customer anywhere in any business and you see how it feels yourself to go through what I went through being hung up on and then lied to that there were no supervisors available and last but not least have someone like you actually respond to a complaint that was filed regarding such behavior and service and then have someone tell you that it was not about the issue that you originally filed the complaint for. What a shame to have the incompetence to still say it was about a coupon!!!! Shame on you I have the recording of the calls that day I will be making them public since you continue to lie about what the complaint was really about.

Sincerely,

*****************************
Business Response
Date: 01/19/2023
Hello - Guest is an appeasement abuser and communicated several times with our contact center over the phone and emails, as well as our team. Her coupon issue was resolved as it was applied accordingly on her order. Please note a thorough review was conducted in regards to her comments towards our specialists and we saw no concerns. She was issued an EGC for $40 as a courtesy, however did confirm with one of the advocates that she received the items and did not need a reship/refund.

Response to the guest;

Thanks,

*************************
Guest Service Advocate

Pronouns: she / her / hers

Ulta Beauty
1000 **************. Suite 120
***********, ** 60440
W ************ C ************
************************************ | ulta.com | Ulta Inc.

the possibilities are beautiful.TM
Customer Answer
Date: 01/19/2023

Complaint: 18434770

I am rejecting this response because: this is a separate issue this was in the summer regarding damaged items ************************* items as a matter of fact look at the date of the complaint. And I spoke to **** at corporate in November. I placed an order in November it got cancelled took up my gift card and points so again please make sure you do your research before you respond to a publicly posted complaint. I have filed 2 complaints 2 separate dates and 2 different incompetent employees working in the corporate office. I am not a complainer I am a hard working individual and I treat people as I want to be treated, what if this was your mom or sister? Please again DO YOUR JOB and learn how to tell the difference between a damaged package arriving and an order being cancelled one in summer 2022 and one in fall 2022. :)
Sincerely,

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

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