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.

  2841 Countryside Dr Turlock, CA 95380

• 

  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

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:10/14/2022

  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 on 10/05/22 for two colognes for a birthday gift that cost $410.89 Was hoping to receive it by 10/08/22. It was shipped and marked as delivered on 10/09/22. I never received the package, I checked all around the property, I checked the mailbox, I spoke with neighbors, I waited additional days hoping that it would show up late, it never arrived. I spoke with support both over the phone and via chat several times, always being told to wait as it was being escalated. The last time I spoke on the phone I was placed on hold to speak to a supervisor for over 20 minutes until I was hung up on. Completely ridiculous. Having a wife and children who shop in person in Ulta multiple times a month, this has been an awful experience and I will not be returning. This has been the worst experience that I've ever had dealing with a company, I honestly never want to do business with Ulta Beauty ever again.

  

  Business Response

  Date: 10/28/2022

  Thanks for the opportunity to respond to **************************** complaint regarding her delivered not received order.

   
  In order to resolve the matter for ************************ we have provided the guest a refund. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

• Initial Complaint

  Date:10/14/2022

  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.

  On 8/25/2022, I received an email from Ulta that said my profile information (name, address and phone #) had been updated. If I hadnt authorized those changes, please call ***** Services at ************. I immediately called and let Ulta know info not make those changes. I was offered no resolution and was hung up on instead of my account being fixed immediately. 5 days later, Ulta reverted my account information back to my correct info. I had tried calling, sending chat messages online, and texting guest services to get my account back and nothing worked. I finally called corporate and was referred to the escalation department. Yesterday, 10/13/2022, was 7 weeks since this incident happened and I still dont have a resolution from Ulta. I have not been able to access ls my account, use my rewards points Ive earned through years of shopping at Ulta, earn more rewards points, etc. I have asked that my rewards points be issued to be on a gift card for the cash value of them since the company of this size cannot seem to fix an issue and get a customer access to their account.

  

  Business Response

  Date: 10/28/2022

  Thanks for the opportunity to respond to ************ complaint regarding her account issues.
  
  In order to resolve the matter for *name*, 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:10/11/2022

  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 paid $42 for a haircut, style, and wash. i told the woman who was cutting my hair that i wanted long curtain bangs, and a shoulder length ***. i showed her a picture of my previous haircut, before it grew out and she told me she would be able to achieve the same look. she turned me away from the mirror, and began to chop away at my hair. i told her i had layers in my hair already, so i don't want anymore added because it would've made my thick hair even ****** which i did not want. she kept saying my job was going to be cute, yet it was not. she cut my hair to my chin, and gave me extremely short curtain bangs. i did NOT ask for that at all. i was so upset, i cried the entire way home! i went to ulta beauty one time before and the hair cut was beautiful! i will not be going back after this. i got my hair cut on thursday, the 6th of october and i can barley stand being in public because of my hair. i am extremely dissatisfied in the service. the woman claimed i was her second "real" customer and she told me she just graduated cosmetology and i can definitely tell! she ruined my hair, and it makes me so sad to even see. i've attached two pictures, the one in the white shirt is what i wanted and the one in the green colored cardigan is what i ended up getting. i tried to like it but i absolutely can't. it's not what i asked for at all!

  

  Business Response

  Date: 10/26/2022

  Thanks for the opportunity to respond to **************** complaint regarding her salon service.
  
  In order to resolve the matter for ************, our salon team has provided her with a full refund. At this time Ulta Beauty considers this matter closed.
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 10/27/2022

   
  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:10/11/2022

  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 purchased a large order from Ulta Beauty late July, or early august. It was a rather large order, so after confirming the order, I thought maybe it would be better to pick it up in store. I called **************** and was told it was too late. But to choose the option before hand, next time. The items were shipped but because I work during the day, and late into the evening I was there to collect the items. The items were shipped seperately, but because I received an email the second order was being reassigned to ***** I figured the first package just happen to be reassigned *******I live in a multi family complex, and my apartment sits on an open porch. With individuals who usually sit outside throughout the day. The packages were marked delivered, and even though the purchase was 1600$ It did not arrive with signature confirmation. I contacted Ulta, was told they couldn't do anything about the orders. They were presistent that this was a learning experience for them and that there was nothing they could do. I contacted my bank, and I asked my bank to handle the situation. My bank was told, it was in Ulta policy to not refund me for the purchase. Now Affirm is looking for me to cover the fee's of the missing packages. And Ulta continues to deny responsibility for the package not arriving to me safely.

  

  Business Response

  Date: 10/26/2022

  Thanks for the opportunity to respond to ********************** complaint regarding their online order.
  
  In order to resolve the matter for ******************, our team did provide an update after partnering with our internal team the package was delivered successfully via ***** At this time Ulta Beauty considers this matter closed. 

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

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18200242
  
  I am rejecting this response because: The packages were marked as delivered but I did not receive either of the packages. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/07/2022

  Thanks for the opportunity to respond to ********************** complaint regarding their online order.
  
  In order to resolve the matter for ******************, our team did provide an update after partnering with our internal team the package was delivered successfully via ***** At this time Ulta Beauty considers this matter closed. 
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 11/09/2022

   
  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:10/11/2022

  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.

  10/09/22 There was 2 employees talking out of line about another employee. Such discussions needs to be with the person they were ******* and not the guests in the store!!! I did see the employees name tags.One employee was type of Manager ******* and the other was a beauty advisor ***********The ** needs to address this problem ASAP so guests will not hear these womens opinions on another employee. Apologies should be recommended from the ladies to the employee discussed. It was not a suitable way to show your management leadership in such a unprofessional way.And *********** employees to accommodate your guests!!!!!!!!! ****************** was very occupied gossiping with *******, that I was forever getting checked out!!!! Need better leadership and store guidelines!Thanks!

  

  Business Response

  Date: 10/26/2022

  Thanks for the opportunity to respond to ********************** complaint regarding their visit to our Ulta Beauty store.
  
  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 

• Initial Complaint

  Date:10/09/2022

  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.

  My Ulta online account was hacked 9/5/22. This situation was resolved but then anytime I tried to make an online purchase after that, I was unable to. The system tells me to try another payment method. Ive tried different cards, Apple Pay, PayPal, gift cards, everything. Nothing works. This happened several times and then I contacted Ulta and was told that they were sending my issue to another department to further assist me. After waiting almost 2 weeks, I finally received an email on 9/26/22 that my issue was resolved. I then tried to place an order and it still did not work. I replied to that email and again was told We have sent this issue for further review, so our teams can look into this, and better assist us in helping you! This was the second time it was sent for further review. I became frustrated as I have missed being able to purchase sale items multiple times so I called Ulta customer service and was told my account shows the problem is open and I should have a response between then or the latest 10/13/22. I asked to speak to someone higher up and was asked for a call back number saying a supervisor would give me a call when they are in. I never received a call, its been at least 1.5 weeks! I also was told the latest I would have my problem fixed would be 10/13 but I have still yet to hear back from Ulta. Its now been over a month that I havent been able to place an order.

  

  Business Response

  Date: 10/26/2022

  Thanks for the opportunity to respond to ******************** complaint regarding her issue placing online orders. 
  
  We can confirm **************** has been actively placing online orders, we apologize for the inconvenience this has caused you. At this time Ulta Beauty considers this matter closed. 
  
  Best ******************************* Advocate 

• Initial Complaint

  Date:10/08/2022

  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 received an email from Ulta stating my account email and password was changed and if I did not do this, to call. So I called, and they cant find my account anywhere since the person changed my email. I have multiple rewards points ($60) on my account and personal information that was hacked and they are doing nothing about it.

  

  Business Response

  Date: 10/26/2022

  Thanks for the opportunity to respond to ********************** complaint regarding her rewards account. 
  
  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: 10/29/2022

   
  Complaint: 18186893
  
  I am rejecting this response because:they have still not been able to give me my Ulta account back. They did reach out to my email but said they are still looking into it. Its been a month and a half. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/07/2022

  Thanks for the opportunity to respond to ********************** complaint regarding her rewards account. 
  
  In order to resolve the matter for ******************, we have sent her a private message. We apologize for the inconvenience this has caused you.
  
  Best Regards, 
  Guest Service Advocate 

  Customer Answer

  Date: 11/08/2022

   
  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:10/08/2022

  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 Saturday, October 8 Ulta advertised a CHI 1" Volcanic Lava Ceramic Pro *********** for 50 percent off its regular price. The special pricing was advertised as a beauty steal with it being while quantities last. However, when I tried to purchase the item at 7 am, the website indicated that the item was out of stock. An entity should have enough of an advertised item in stock to meet a reasonable customer demand. However, with the item being out of stock by 7 am it does not appear that enough of the item was in stock to accommodate reasonable customer demand. Further, when asked, ********************** could not identify how many it had available for the sale. Having just a few of a popular item, like this, could indicated that Ulta used the advertisement to bring traffic to the site and never actually intended to honor the sales price.

  

  Business Response

  Date: 10/22/2022

  Thanks for the opportunity to respond to ******************** complaint regarding a recent promotion that was running.  
  
  In order to resolve the matter, we are reaching out to **************** to issue an electronic gift card for the price difference of the item. We truly apologize or the inconvenience the matter has caused.
  
  Best ************************* Advocate

  Customer Answer

  Date: 10/27/2022

   
  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:10/06/2022

  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.

  After reading many complaints this seems to be a big problem.I placed an order there were 38 item in that order. We I received my order it was missing 17 items. I have called and emailed only to be told it was correct when it left, the weight of the package was correct for the amount of items. I didn't expect to pay almost ****** and not receive my full order. I would like the rest of my order please. All the items missing are marked to the right in the return column

  

  Business Response

  Date: 10/20/2022

  Thanks for the opportunity to respond to ******************** complaint regarding her recent online order. 
   
  In order to resolve the matter for ****************, our specialist processed a reship of the missing item & refunded for the items that were not in stock. We apologize for the inconvenience this has caused you.

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

  Customer Answer

  Date: 10/22/2022

   
  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:10/05/2022

  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 made an order with Ulta Beauty online. When it came to shipping I paid almost $20 to them to ensure the package would be with me by 10/5/22. The website stated that would be the exact guarantee date. I chose this because free shipping would cause the package to arrive 10/7/22 and Id be out of town for quite some time by that day and didnt want the package sitting outside. Once tracking information arrived I saw they did not apply my expedited shipping even though they charge me for it. When I reached out to the company for a resolution they just kept giving me different answers on how long shipping takes and not offering any resolution. Their website is false advertising giving exact dates for items to ship and their employees make up different stories so they dont get caught stealing money for shipping they dont apply.

  

  Business Response

  Date: 10/15/2022

  Thanks for the opportunity to respond to ****************** complaint regarding her shipping time for her order.
  
  In order to resolve the matter for **************, we will be connecting directly with the purchaser via private message. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18174562
  
  I am rejecting this response because:The situation was not resolved and I was still charged for shipping that was not honored by company.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/23/2022

  Thanks for the opportunity to respond to **************' complaint regarding her shipping timeframe for her order.
  
  In order to resolve the matter for **************, we confirm the order was delivered within the appropriate timeframe for premium shipping. Premium shipping is estimated to be delivered within 2-3 business days and this information along with details, can be found on Ulta.com. We have also directly communicated this to ************** as well. 
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18174562
  
  I am rejecting this response because:when the purchase was made the website gave an exact arrival date that was not satisfied by the business. I needed the purchase by a certain date and would have never made the purchase if it werent for their site stating it would be here by that time.I obviously didnt take photos of that because I didnt expect to have issues. The business gave multiple time frames for shipping when I reached out to them about the problem, as shown in my attachments. Not only that, but the product was never received. 
  
  Sincerely,
  
  *************************