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 Beauty

  2100 Arden Way Ste 121 Sacramento, CA 95825-2200

• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  3591 N. Freeway Blvd Sacramento, CA 95834

• 

  ULTA Beauty

  13499 S Cleveland Ave Ste 301 Fort Myers, FL 33907-7730

• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  11850 Pines Blvd Pembroke Pnes, FL 33026-4123

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:11/12/2022

  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 was contacted by ***************************, a guest services advocate, who never addressed my issue nor did she respond to further questions via email about it why my account was and is still blocked. It has been roughly two-three years now being barred from online ordering without a valid reason. I am a loyal customer and the issue needs to be escalated to a more influential party. The last update I had regarding my account was in March when I was told there was an additional review conducted that determined there was an unauthorized order on my account. Any order made from my account would be authorized by me. In prior email communication, it was mentioned my account was blocked due to reasons that are not stated as being against the Ulta guest account policy. I have been provided with various vague reasons as to why my account was blocked such as my orders not fitting that of a typical customer shopping for themselves. However, every time I have shopped with Ulta it is either for myself or as a gift for someone else. I have never resold items bought from Ulta. Additionally, I was told there are multiple identities and payment methods associated with my account. In the Terms and Conditions for an Ulta account it does not say that a customer isnt allowed to have multiple payment methods or different names attached to those payment methods. I live in a house with three other people. Sometimes there are orders that are gifts for either the holidays or birthdays. In a past email, I had requested to speak with someone higher than a guest associate but that has been ignored. I have also explained to multiple guest service associates that I am unfortunately not better served in stores as I have a chronic illness and local stores do not carry what is offered online. Also as a diamond member most offers are only available online. I did not break any terms of service. I have asked for assistance removing payment methods and emails associated with my account and theyve been denied.

  

  Business Response

  Date: 11/25/2022

  Thank you for the opportunity to respond to Ms. ****** complaint relating to her inability to place an order on Ulta.com.

  
  To resolve this concern, we have communicated directly with ************** prior to relay that she will not longer be able to place orders on Ulta.com along with responding and resolving multiple BBB complaints. Ulta Beauty considers this matter closed. 

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

  
  

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18394724
  
  I am rejecting this response because: I did not break any user policies and there is no valid reason my account was blocked. I see from previous complaints on here I am not the only one with this issue and other people have been unblocked. I am highly considering legal action as this is both poor business practice and discrimination.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/06/2022

  Thank you for the opportunity to respond to Ms. ****** complaint relating to her inability to place an order on Ulta.com.
  
  To resolve this concern, we have communicated directly with ************** prior to relay that she will not longer be able to place orders on Ulta.com along with responding and resolving multiple BBB complaints. Ulta Beauty considers this matter closed. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18394724
  
  I am rejecting this response because: I do not consider the matter closed.There has been no solution provided and I have asked on multiple occasions for this to be brought to the attention of a higher party than a guest services advocate. I did not violate any terms of service as an Ulta member. There are no rules against having multiple emails or payment methods associated with one account. There are 4 people living in my household. I can send proof of all the identities that have placed orders. I can send over copies of everyones licenses to prove we all have the same last name and live at the same residence. I also have the cards that have been used to place orders online. In regards to the multiple emails associated with the account, I have asked for assistance several times regarding that matter to get it reduced to only one email and no one has ever provided aid. This matter has been going on for 2+ years now. I am incredibly frustrated and disgusted that this is still going on. I know that my account can be unblocked as I have seen other complaints on here addressing the same matter and theyve expressed being blocked for the same reason I am. If Ulta members arent allowed to have multiple identities associated with their account, that should be stated in the terms of service when creating an account. I will be pursuing legal action.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/09/2022

  Thank you for the opportunity to respond to Ms. ****** complaint relating to her inability to place an order on Ulta.com.
  
  To resolve this concern, we have communicated directly with ************** prior to relay that she will not longer be able to place orders on Ulta.com along with responding and resolving multiple BBB complaints. Ulta Beauty considers this matter closed. 
  
  Best Regards,
  Guest Service Advocate

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18394724
  
  I am rejecting this response because:THIS NEEDS TO BE ESCALATED TO A HIGHER PARTY. I do not consider the matter closed.There has been no solution provided and I have asked on multiple occasions for this to be brought to the attention of a higher party than a guest services advocate. I did not violate any terms of service as an Ulta member. There are no rules against having multiple emails or payment methods associated with one account. There are 4 people living in my household. I can send proof of all the identities that have placed orders. I can send over copies of everyones licenses to prove we all have the same last name and live at the same residence. I also have the cards that have been used to place orders online. In regards to the multiple emails associated with the account, I have asked for assistance several times regarding that matter to get it reduced to only one email and no one has ever provided aid. This matter has been going on for 2+ years now. I am incredibly frustrated and disgusted that this is still going on. I know that my account can be unblocked as I have seen other complaints on here addressing the same matter and theyve expressed being blocked for the same reason I am. If Ulta members arent allowed to have multiple identities associated with their account, that should be stated in the terms of service when creating an account. I will be pursuing legal action
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/13/2022

  We are writing in response to Ms. ****** recent BBB response. As previously communicated to **************, Ulta Beauty has thoroughly reviewed the information associated with her online account and corresponding online activity and will not be restoring her ability to purchase online. We encourage ************** to review our Terms & Conditions, which can be found on our website, which allows Ulta Beauty to take this action for any reason, including but not limited to reasons related to shipping addresses.
  
  ************* is welcome to visit our brick and mortar retail locations
  
  Best ************************* Advocate

• Initial Complaint

  Date:11/11/2022

  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 placed an order tonight during the spend 60 dollars receive an 11 piece mystery gift. I did add it to my bag and checked out spending $106.20. I noticed on my confirmation that was sent to my email that the mystery gift was not on there. I immediately reached out via chat and spoke to ****** who certified my info and then told me he was going to cancel my order and I would receive an email confirmation. I told him thanks and left the chat. 30 min pass no email confirmation. I reached out again and spoke to ****. Who I again verified my info and in the long run she could not cancel it as it was now ready for shipping. I asked for a manager to reach out to me due to being lied to previously. She gave me a customer service number which I believe thats what she does? I feel no one owns up to anything as the original agent should have contacted me after I left the chat after he told me it was being cancelled instead I was under the impression it was cancelled and almost placed another order to try again for this offer. I am disgusted in how things were handled. I want my account completely deleted from Ulta as their so called loyalty program does not seem to mean anything with this company. I want my order cancelled and I was to be refunded.

  

  Business Response

  Date: 11/23/2022

  Thank you for the opportunity to respond to Ms. ******** complaint relating to her Ulta.com order.
   
  To resolve this concern, we have reached out to ask for additional information to allow us to investigate. 
   
  Best ************************* Advocate
  
  

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18393878
  
  I am rejecting this response because: there was no response. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/06/2022

  Thank you for the opportunity to respond to Ms. ******** complaint relating to her Ulta.com order.
   
  To resolve this concern, we have reached out to ask for additional information to allow us to investigate. 
   
  Best Regards,
  Guest Service Advocate

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18393878
  
  I am rejecting this response because: no one has reached out to me regarding this.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/09/2022

  Thank you for the opportunity to respond to Ms. ******** complaint relating to her Ulta.com order.
   
  To resolve this concern, we have reached out to ask for additional information to allow us to investigate. 
   
  Best ************************* Advocate

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18393878
  
  I am rejecting this response because:once again I am rejecting this.  ***** has reached out out to me! This proves how crappy your customer service is.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/15/2022

  In reponse to Ms. ******** complaint relating to her Ulta.com order, on 11/22/2022, we reached directly via the email address provided in the BBB complaint to ask for additonal order information so we can assist with the concerns noted. We are waiting for the guest to follow up and confirm the information. 
   
   
  Best Regards,
  Guest Service Advocate

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18393878
  
  I am rejecting this response because: ****** post your so called response in this thread as that is the whole purposes of this complaint as i want the Public to see how shady of a business you are, and no I have NOT received an email from your location! 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/20/2022

  We are writing in response to Ms. ******** complaint relating to her Ulta.com order.

  
  A follow up email has been sent so we may assist her with the order concerns.

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

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18393878
  
  I am rejecting this response because: As I stated in the prior rejection please post threads here.  I also have NOT received any type of email from this business! 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/19/2023

  One of our team member has been trying to get in touch with the guest to further assist and have not received any response, all outreach was being sent to:  ****************************. We reached out directly via email address provided in the BBB complaint to ask for additional order information so we can assist with the concerns noted. We are waiting for the guest to follow up and confirm the information.

• Initial Complaint

  Date:11/10/2022

  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 made a purchase in an Ulta Beauty store in *************. When at the counter I was asked for my phone number. I refused to give it for my cash transaction. I was then told that if I do not give my phone number I cannot get a receipt for my purchase. It does not sound correct that I must supply such personal information to a store for a purchase. I do not have an account with Ulta Beauty. I just called customer service at the ********************** ********* as it is located in ******** and was told that I must give my phone number, then they hung up on me. How can this be an accepted store policy?

  

  Business Response

  Date: 11/22/2022

  Thanks for the opportunity to respond to ************************** complaint regarding her recent store visit.
  
  In order to resolve the matter for **********************, someone will connect with her soon. Please note our response maybe delayed due to the holiday, we appreciate you being patient & apologize for the inconvenience this has caused you.
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 11/22/2022

   
  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:11/10/2022

  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 moved in September. I called the number on the back of my Ulta Ulamate Rewards card to notify them of my address change. End of September I placed an order on my computer and it was rejected. i called the number of Ulta and I was told they would have to go to the next level and someone would call me in 3 to 5 days. I never got a call. I placed my order with a different card. Called again and was told to go into a store and see if they could help. I did notice on computer that they never changed the billing address but changed the shipping address. I went into address change and changed it and received confirmation that it was completed. Placed another order and again it was rejected so I called again. I talked to credit card person and she said everything is ok on their end. I was told again that someone would call and still no call. I do not know how to straighten this out to place an order with my ULTA credit card.

  

  Business Response

  Date: 11/21/2022

  Thank you for the opportunity to respond to Ms. ******** complaint relating to her inability to place an order on Ulta.com.

  
  In order to resolve this matter for ******************, she has since been able to place an order on Ulta.com. We have also followed up on the concerns noted with the experience to address internally and we apologize for any inconvenience this may have caused.  

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

• Initial Complaint

  Date:11/07/2022

  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 initially purchased all of my product at location **** n Durango ********* on 10/16/22 @ 2:05pm totaling $$115.96 I paid with 2 gift cards that were given to me as a birthday gift. I returned 3 things at location **** Rainbow on 11/6/22 @ 3:23pm. due to color not matching me. Totaling $ $86.70 of refund I was owed. There was a new lady that started and no one was really looking over her since it was her first day she even said. It went all smooth and then when she was done the manager at the time didnt ck her work and completed my refund and I noticed it went back on the gift card that I no longer have due to the ulta I initially bought the things from she threw it away due to a 0 balance. So I told the manager and basically she said she cant do anything that Im out $86 which is VERY unprofessional and not even trying to help! I told her I do not have that gift card anymore and she said she cant do anything and I called customer service and they said the store should have refunded it on a gift card but a new gift card from the store. I am FURIOUS she didnt want to make it right or even give me back my things I returned she said shell have to talk to a upper management but really there is nothing they can do which is UNBELIEVABLE INNCORRECT! They can give me money back. Someone should of been watching the new lady that was theee and this issue wouldnt have happened. My other gift card I still have money on says in letters can not reload So I am seeking my full refund they give me no choice to file a report against them for my money back. They are very unprofessional and not willing to figure it out other than saying well I dont know you are out $86

  

  Business Response

  Date: 11/21/2022

  Thanks for the opportunity to respond to Ms. ********** complaint regarding her complaint. 
  
  In order to resolve the matter for Ms. ********, someone will be in touch with her soon to provide the refund. We appreciate the patience and apologize for the inconvenience. 
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 11/21/2022

   
  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:11/04/2022

  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.

  10/27/22 I placed an order on ulta.com Order #K228229327 Tracking #UDHJBTCL. It was a Babyliss Pro Nano Titanium flat iron #******* $159.99 and a Babyliss Pro Nano travel dryer #******* $free. Total for order with tax was $162.88. On November 2, 2022 I checked on my order. The website said it had been delivered on 10/31/22 @ 6:51 pm. On my porch by delivery company LSO (Lone Star Overnight). The 31st was Halloween. I was on my porch from 5pm until 9pm handing out candy. No delivery was ever made. I called Ulta.com ***************** took my call. She said because of amount she would send it to another department and get back with me in a few days. I let them know I looked up LSO and they have a poor BBB rating for missing and undelivered packages. Numerous complaints dating back to November 2021. This morning I received an email from Twinie stating my package left Ulta facility and there was nothing else she could help me with. I called back to Ulta.com because I am not happy with that answer. I believe the guys name was, ******, it was a little hard for me to understand him. I let him know what was going on. He tried to help but told me the same thing. I dont understand how I am responsible for my order when I didnt pick the delivery company. I have been a Diamond customer with ********************** for several years now. I place a lot of online orders and have never had this happen.

  

  Business Response

  Date: 11/14/2022

  Thank you for the opportunity to respond to ************ complaint relating to a recent Ulta.com order issue.
  
  To resolve this concern, we have reached out to offer a reshipment of the order and discuss the additional details relating to the experience to address on our end.  
  
  Best ************************* Advocate

• Initial Complaint

  Date:11/03/2022

  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.

  My rewards earned for in store purchases and earned credit card rewards are being compromised. This issue has been going on for over a year. All being compromised and happening at the ******** ******** store. I specifically I indicated to ask for a drivers license to verify the correct owner of the rewards card that is redeeming points for purchases. They are obviously not doing that at the ******** store and most recently the same person has redeemed $200 worth of points that Ive earned by using my store credit card and services received at the store. In addition they are changing my personal information on the rewards card which is the telephone number which they use to identify you as the owner of the account and also the name and address and password. *** tried in good faith to resolve this issue and ** still waiting for my points to be credited back to my rewards card. I also told Ulta that I have the original rewards card in my possession to prove that I am the owner of the card and willing to provide as proof. They have gone radio silent on me. Im asking Ulta to put back my points and stop changing my personal information on my account. Hope you can help. I consider it theft on the points I earn on my credit card that get transferred to my Ulta rewards card. Both are linked. Thank you.

  

  Business Response

  Date: 11/15/2022

  Thanks for the opportunity to respond to **************** complaint regarding her account issues.
  
  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:10/31/2022

  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.

  I walked in to the Ulta Beauty hair salon located at ************************************************************ wanting to get lighter hair. I made the stylist aware of having history of box color in my hair. I told her to do everything she could to not cut my hair or damage it and if it wasn't going to be possible to just leave it alone. She told me she could do it and I put my trust in her.We went through 3 bleaching sessions. In the 3rd one she did a root drop which made most of my hair back to being dark. She also applied extensions I asked for but she had me order them from one of the websites she orders from with my credit card under her account. She applied the extensions and I was in raging pain and couldnt sleep for the next 3-4 days. I also had some irritation from the pulling of the hair so I went back and told her to remove them on the 4th day. I also had her remove them because they did not look even with my hair, they were very thin. Before the last session occurred she texted me saying she had been out of work for a while because she had a really bad break up with her fiance and she said she was good now and told me i can go back for the last color. I went back and made her aware that I wasn't sure if my hair was going to take it anymore. She looked at it and said it will, that I will be fine. So I trusted her again. The next day after I showered a big chunk of hair came off on my brush. My hair is so thin now and damaged. She posted pictures of her work on her instagram, I have the text messages, and I have pictures with dates of the damage and how my hair looked. I had to submit about 6 escalations which is another new story with their customer service. The corporate customer care called me and offered me $150 initially and then offered me $350 and wouldn't let me talk. She kept pushing me to take it and kept asking me where should she send it. I said no I'm not taking it. And here I am.Dates:1/30/2022 - $274 3/6/2022 -$214.47 3/13/2022 - $209.89 5/22/2022 - $117

  

  Business Response

  Date: 11/14/2022

  Thank you for the opportunity to respond to ************** complaint relating to her salon service.
  
  In order to resolve this matter for ************, her incident has been taken over by our third-party insurance team who will be in touch with her soon.  
  
  Best ************************* Advocate

  Customer Answer

  Date: 11/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I will be waiting for a call from them and if it is not resolved I will resubmit. 

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

• Initial Complaint

  Date:10/31/2022

  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.

  Yes, this is over a nail file. I have an "Ulta" brand, so Ulta made this nail file and it has no roughness to it therefore making it useless. At this point, I am contacting the bbb because Ulta customer service in store and online are horrible. It is not about the loss of nail file or money but about the time, frustration, aggrivation, lack of employees knowledge and willingness to help. Over a nail file.This is a product quality concern. The store said they can not help. The nail file rings as $0 and due to their unfair return policy they claim that means the last customer who purchased it paid $0. I do not have the receipt, but again it is ulta brand so it is sold in ulta. In store an employee told me without a receipt or phone number for rewards they could not do anything but i showed her the return policy on the website. This went nowhere.I emailed customer service and around and around we go. They give me cut copy paste answers about the return policy, tell me how to look up a purchase and completely miss it is an "ulta brand" product quality issue. I asked for a supervisor and this did not happen. I offered a pic of the ulta nail file for them to give me points for the value that did not happen. They are unable or unwilling to resolve a defective product that is made by them so here we are.

  

  Business Response

  Date: 11/14/2022

  Thank you for the opportunity to respond to ************ complaint relating to an Ulta Beauty product.
  
  To resolve this concern, we have advised that without a receipt or purchase of the item within a rewards account, a refund will be in the form of an in-store credit equal to the lowest selling price at which the product was sold by Ulta Beauty during the 90-day period preceding the return. We have also reached out directly and asked for additional information regarding quality the item so we can review and address internally.
  
  Best ************************* Advocate

  Customer Answer

  Date: 11/20/2022

   
  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,
  
  *******************

• Initial Complaint

  Date:10/28/2022

  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 an order #K227008868 on 10/16/22 and it shows as delivered as of 10/19/22 , but I never received it. I had contacted customer service multiple times where I was just given the run around and transferred multiple times for it to then be escalated to another department. I tried reaching out again where I was told a refund was processed and it would be a few days. I contacted again yesterday and then I was told that there is nothing that can be done because the carrier marked it as delivered. This is very frustrating because I had my time wasted speaking with several agents to be told I was receiving my money back for the order I NEVER RECEIVED and now I am being told that nothing can be done. ALL I want is my money back at this point.

  

  Business Response

  Date: 11/11/2022

  Thanks for the opportunity to respond to ****************** complaint regarding his recent online order.  
  
  In order to resolve the matter for **************, our internal team has shared the info directly from the carrier confirming the package delivery. At this time Ulta Beauty considers this matter closed. 
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18326375
  
  I am rejecting this response because:Ulta Beauty did not resolve my issue. I had requested a refund because I did not receive my order which is still the case. They do not have me as the customer in mind and have completely disregarded my concern and my financial loss. I am requesting a refund once more please. I NEVER RECEIVED MY ORDER.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/15/2022

  Thanks again for the opportunity to respond to ****************** complaint regarding his recent online order.  
  
  In order to resolve the matter for **************, our internal team has shared the info directly from the carrier confirming the package delivery. At this time Ulta Beauty considers this matter closed. 
  
  Best Regards, 
  Guest Service Advocate 

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18326375
  
  I am rejecting this response because: Ulta still not has resolved the issue and clearly does not wish to do so and continues to sweep it under the rug. I am requesting a refund. 

   

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

  

  Business Response

  Date: 01/19/2023

   

  Hello - Guests online order # K227008868 delivered with no issues, we connected with the guest via BBB response as well as our specialist advising her of the package delivery. Our internal team who partnered with the carrier confirmed they saw no issues with the delivery, because of this a refund/****** was not approved.

   

   

  Internal teams response after partnering with the carrier:

  

   

  Response from our specialist:
  

   

  Thanks,

   

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

  Guest Service Advocate

   

  Pronouns: she / her / hers

   

  Ulta Beauty

  1000 **************. Suite 120 

  ***********, ** 60440

  W ************  C ************

  ************************************ |   ulta.com   |   Ulta Inc.

   

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18326375
  
  I am rejecting this response because: I still have not received my order despite the length of time that has passed and Ulta is taking the word of the courier rather than their customer and has not done anything to resolve this issue with me. This has been the worst experience.