Complaints

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

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• 

  ULTA Beauty

  1000 Remington Blvd Ste 120 Bolingbrook, IL 60440-4708

  
• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  5410 Pacific Ave Stockton, CA 95207

• 

  Ulta Salon, Cosmetics & Fragrance, Inc.

  4803 concord pike wilmington, DE 19803

• 

  ULTA Beauty

  12715 Citrus Park Drive Tampa, FL 33625

• 

  Ulta Beauty

  257 Robert C Daniel Jr Pkwy Augusta, GA 30909-0801

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:10/27/2022

  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 sold me their store Mastercard. I signed up and was approved for $8000.00 credit line. I tried to purchase my item with the new credit card, and because an Ulta employee put the transaction through incorrectly the card was denied. The Ulta employees kept trying to put the transaction through. Because the employee kept trying to put the transaction through the card was ****ed with "fraud" and a hold was put on the using the card. I then spent three hours in store on hold with Mastercard trying to get through to the fraud department. When I eventually got through, I didn't answer a question to verify my identity correctly and Mastercard/Ulta closed the credit card. Now I have a **** against my credit score that I would like deleted because this was the fault of the Ulta employee. I never got the credit card due to the mistakes on the Ulta employees behalf.

  

  Business Response

  Date: 11/05/2022

  Thanks for the opportunity to respond to ********************** complaint regarding her Ulta Brand Master Card.
  
  To resolve the matter, we have reached out to our internal partners for review. We will send an update to ****************** as soon as the review is complete.

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

• Initial Complaint

  Date:10/26/2022

  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 tried to reach the company to make payments via phone operated services. I was told while opening CC, that the interest rates were "low". Interest rates were at 25.8%.I made several payments over the phone with good faith that the payments went through.They did not. I paid late fee after late fee.I also paid exponentially high interest rates.I did my best to make payments on time. Unfortunately, due to a IPV situation, I had to go into a women's shelter this last month of October. I specifically remember having made a payment in September in the amount of $100 towards a past due amount. This has be 2-3 times that I have made a $100 payment, in good faith that it went through. It should not be my responsibility to make a payment, on time, only to have the company claim the payment was never made.I called today asking for a settlement agreement in order to close out the card indefinitely.They refused.I made the last payment I will make to ********* capital bank.I have made a last effort to right the wrong of ever opening up a CC with this company. Please help.

  

  Business Response

  Date: 11/05/2022

  Thanks for the opportunity to respond to ******************** complaint regarding her failed credit card payments.
   
  In order to resolve the matter for **************** we have forwarded her complaint to Comenity for further review. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

• Initial Complaint

  Date:10/26/2022

  Type:Billing 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 credit card purchase on July 15 of *****. I received no statements until September when they stated I had a balance of ***** and a minimum payment of $37. I paid the $37 on September 20th when it said the payment was due. This month I went to pay the rest and its at $46.61 that I owe. I sent a message through customer care and they never responded. I tried to call and was hung up on twice.

• Initial Complaint

  Date:10/23/2022

  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 tried to call the ulta phone number and it does not work, it keeps disconnecting me. When I go on chat to try to chat with somebody when I want to speak to supervisor there's never anybody available. Twice now I went into an ulta store and gave them my phone number for my rewards program and every time I give them my phone number they ask.... do you have an account with us? I've had an account with this company since 2015!!! For some odd reason there is a phone number on my account that does NOT belong to me! I don't Know where I came from or how it got on my account. But every time I go to do an online pick up order I have to automatically go in and change it. I want this, ************ phone number off my account!! that is NOT MY ***** NUMBER!!!************ IS THE ***** NUMBER THAT SHOULD BE ON MY ULTA ACCOUNT AND THATS IT!!

  

  Business Response

  Date: 11/05/2022

  Thanks for the opportunity to respond to ************************** complaint regarding the incorrect number on her account.
   
  In order to resolve the matter for Ms. ********** we have removed the number. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

• Initial Complaint

  Date:10/22/2022

  Type:Billing 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.

  The website has an offer of 20% off if apply to the master card. I applied, got approved and the order was placed using the new card. After I clicked place order the screen disappeared. I didnt receive a confirmation of the card via email but received an order number which was charged to my **************** and for one product only when I had 2 in my cart. Also I placed the order for two items and the order placed only has one item. The guest support said there was nothing she can do to modify the order and Id have to wait and try again after 3 hours because their system is down. Its no my fault their system is down. Please correct my order. The system worked to approve my card and register it on my credit score. I want the two items I placed the order for with 20% off!!I tried applying again and it says I already have a card. I called guest services and was informed their website is down and thats why the card wasnt taken. I asked to have the 20% off and the card cancelled and was told Id have to go to a store to cancel the card and was also told they couldnt give me a discount on my Order #: K227579882 that went through. I want them to give me the 20% off on my order and cancel the master card as it has affected my credit scores.

  

  Business Response

  Date: 11/09/2022

  Thanks for the opportunity to respond to ******************** complaint regarding the recent online order. 
  
  In order to resolve the matter for ****************, we are looking into this and will connect with her via private message. We apologize for the inconvenience this has caused you.
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18299060
  
  I am rejecting this response because: I have not heard from anyone yet 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/14/2022

  Thanks for the opportunity to respond to ******************** complaint regarding her online order. 
  
  In order to resolve the matter for ****************, we have refunded the difference after applying 20% off. We apologize for the inconvenience this has caused you.
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 11/17/2022

   
  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. For the record the refund has not yet been received.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/21/2022

  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 was unable to log in to my account via the Ulta app or online. I received an email stating that there was not an account with this email address. I have had an account for at least 5 years and had been saving up store rewards that is worth about $250.00 in store credit. When I tried to speak with someone to resolve the problem I was told there is nothing they can do, even though I provided them all of my information and account number. I was told over and over that the system would not allow them to do anything. So I have lost all of those rewards that I had been saving and will not be able to use them or log into my account.

  

  Business Response

  Date: 11/03/2022

  Thank you for the opportunity to respond to Ms. **** complaint relating to her Ulta.com account.
  
  To resolve this concern, we have reached out to connect directly with ********** and ask for additional details as well as discuss next steps for the concern.  
  
  Best ************************* Advocate

• Initial Complaint

  Date:10/20/2022

  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.

  I came in for a hair cut and color.. the girl messed up my hair pretty bad and they had to have somebody fixed it the little girl that tried to fix it messed it up more.The little girl that did my hair ******** was really rude through my phone down on the floor at the manager's feet, I was very aggressive towards me and I felt that I was afraid for her to hurt me. She would spin the chair when I tried to turn, she grabbed my head and spun my neck around. I told her she had messed up my hair before she tried to blow dry it out and she needed to fix it.. tried telling me that blow drying was going to fix it. I've been having my hair done and doing my hair since I was a child. My mother did her own hair. So I kind of have some experience and knowing what they're supposed to be doing or not doing. All while the managers sat and watched. I was there for 6 hours and they still messed up my hair. One side has polka dots on the other side has dark stripes. This little girl should not be working at the kind of place that deals with public. Managers let me leave the store with my hair messed up and didn't ask me for a resolution. I'm left to fend on my own. Now I have to pay somebody to color correct on top of getting my natural balayage. I want them to do it and fix it or pay for it. Something has to be done.

  

  Business Response

  Date: 11/03/2022

  Thank you for the opportunity to respond to Ms. ******** complaint relating to a recent salon service.
  
  To resolve this concern, the store team has connected with ****************** to address the concerns with the service and provided another service on 10/24/2022.
  
  Best ************************* Advocate

• Initial Complaint

  Date:10/19/2022

  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.

  On Oct 16th, 2022, my account was compromised and my login email was changed on the Ulta website. I contacted support twice and was told each time that the request would be reviewed by an 'internal team' with no time frame of when the issue would be resolved. My private data and credit card information is now accessible to the hackers and I have since had several accounts attempted to be hacked since the incident. I need this to be resolved as soon as possible.

  

  Business Response

  Date: 11/03/2022

  Thank you for the opportunity to respond to Ms. ******* complaint relating to a recent outreach regarding an email received indicating an Ulta account was recently updated.
  
  To resolve this concern, we have followed up directly with **************** via email to discuss the details and confirm next steps.
  
  Best ************************* Advocate

• Initial Complaint

  Date:10/18/2022

  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 purchased $286.09 on various products at Ulta on 7/29 using ulta gift card, mc gift card and my credit card. 8/14 I returned 2 products for $74 credit. I was told $24 went back to my credit card (was eventually sent to me via check) and $50 went to MC debit gift card. I told the cashier I no longer had the gift card. She said I needed to call guest services to get resolved. I promptly called guest services 8/14, today is 10/18 and this issue hasnt been resolved. *** called guest services and sent several emails, sent copies of my receipts to guest services trying to get resolved. I have requested a $50 credit on my ulta acct or an ulta gift card or the product I returned in the correct shade. The reason the product was returned in the first place was because I didnt have time to shop for the correct item. As of today Ulta has $50 of my money and I would like this resolved. ***** services as done an extremely poor job on handling such a small issue. Ulta has a return policy that i adhered to, I would expect them to do the same. Im a simple customer that is not asking for anything out of the norm.

  

  Business Response

  Date: 10/28/2022

  Thanks for the opportunity to respond to ******************** complaint regarding her missing refund.
   
  In order to resolve the matter for **************** we have provided the guest with an electronic gift card. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 10/31/2022

   
  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:10/18/2022

  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.

  K226288773 order number missing mac honeylove lipstick upon arrival. I spend approximately 12k at year at this business and they think I'm trying to rip them off $21 lipstick. I've made many complaints about their shipping department, part of this order was also damaged due to poor packaging, ulta doesn't care if I spend $1 or $12,000, they will not refund my $21 and I'm switching to sephora, target, ******* and amazon

  

  Business Response

  Date: 10/28/2022

  Thanks for the opportunity to respond to ************** complaint regarding her missing item.
   
  In order to resolve the matter for ************** she was provided an electronic gift card in the amount of the missing item. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate