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.

  1232 Galleria Blvd Ste 100 Roseville, CA 95678-3583

• 

  Ulta Salon, Cosmetics & Fragrance, Inc.

  4803 concord pike wilmington, DE 19803

• 

  ULTA Beauty

  12715 Citrus Park Drive Tampa, FL 33625

• 

  ULTA Beauty

  103 N Cattlemen Rd Sarasota, FL 34243

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:10/05/2022

  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,
  
  *************************

• Initial Complaint

  Date:10/04/2022

  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 September 20, 2022 at 3pm I had a consultation for a color correction with **** at the ***********, ** location. **** was very kind as I explained the person at a different salon not associated with Ulta, who I was a first time client, sent me home was "orange hair" and not the **** cut I asked for. I had 10 inches cut off and was left with orange hair and a block cut. **** promised he could fix my hair and explained his price was $52.00 for every 30 minutes. I explained the lady at other unassociated salon bleached my hair and put me under a dryer!**** spent four (4) hours on my hair and was extremely nice. However we did not get the achieved color due to we wanted to keep my hair healthy. I was perfectly fine with that. I left without my hair being styled so the next day I saw both sides my head of hairs looked like rice krispies. These krispies fall out everytime I comb or brush my hair. It's like my hair it getting shorter each day! I proceeded to do a cool water rinse and deep conditioner hoping it was just product! I was not. All the way up to my scalp my hair is fried. I had already had 10 inches cut off when I walked in Ulta. There is NO WAY my hair can be colored again, and it is still not correct. The only way to fix this is to get a extreme pixie cut, which I WILL HATE.This has affected my job, my confidence and I am externally depressed over the way I look and knowing the way I will end up looking to remove the rice Krispy hair (like a boy!).I called Ulta Salon on October 1, 2022 at 3:15pm to speak with **** about a solution but he was with a client. I asked *******, who answered the phone to please call me. He never did.Picture one will show how ******* and unable I am to style my hair.Picture two is a collection of the krispy hair that falls in the sink each day that I have collected in just a week. I HATE MY HAIR. I absolutely am miserable. I paid $372.00 for this and now I have to cut it to a buzz!***************************

• Initial Complaint

  Date:10/04/2022

  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 want to file a complaint against Ulta Beauty for deceptive marketing practices. I received a coupon in my email, the coupon stated that it was 10 off of 40. There was an expiration date listed, and there were indicators showing there are items in the fine print things that need to be read. In the details it did say that some brands were excluded, but not which brands. I did not read/notice this until after I tried to use the coupon (because if there were exclusions, I anticipated it would be stated under the 10 off 40 or under the barcode.I went to the store specifically to use this coupon. I drove 20m each way (40m roundtrip, a little more with traffic) to go instore and use the coupon. When I got to the register the coupon would not scan. The cashier alerted me to brand exclusions. Given my 40m commute was solely to use this coupon, that they should make it clear that exclusions apply, that even in the fine print there is no info on what brands are excluded, I asked for the store manager. After waiting, the manager reiterated what the cashier said, and offered no other comment or consideration. The next day I received a coupon with no exclusions, which was valid on the date of my instore visit. I asked for that to be applied to my purchase (because it was valid at that date and I believe the manager or someone should have mentioned it's existence with my complaints at not being able to use the other) and was told no. I contacted Ulta by email (multiple times) and phone, nothing was resolved. The email support provided me a link to a "guide" to understanding the coupons. Coupons, should not take a guide to understand. They should be clear. The ambiguity, is in my opinion, purposefully deceptive.They can put "yup, includes prestige brands" but can't put "exclusions prestige brands" (then LIST all the brands excluded in the fine print). It shouldn't take significant effort for someone to understand a coupon.

  

  Business Response

  Date: 10/13/2022

  Thank you for the opportunity to respond to Ms. ************ complaint relating to a recent Ulta Beauty coupon.
  
  To resolve this concern, we have followed up to provide additional details on our coupon exclusions as there are limitations beyond our control. Our coupon exclusions may change based on the promotion and details can be found in the fine print.
  
  Best ************************* Advocate

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18164044
  
  I am rejecting this response because: it does nothing to address their deceptive marketing on the coupons. If they can add yup, all brands they can add brands excluded WITH a link to the excluded brands. 
  They purposefully make this difficult banking on people saying, well it was just 10 dollars.they said they would give me an ecard for the 10: I dont actually care about 10, i care about the fact that i felt lied to and tricked into going in store to use the coupon, then dismissed by a manager who would barley look at me, then further dismissed by customer service reps on email, than flat out ignored by not getting a call back from a manager when i called in. All of which was caused by bad marketing that they consistently use and rely on.
  

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

  

  Business Response

  Date: 10/19/2022

  Thank you for the opportunity to respond to Ms. ************ complaint relating to a recent Ulta Beauty coupon.
  
  To resolve this concern, we have connected to assist with where the excluded list of brands can be located within the fine print as coupon exclusions change based on the promotion. In addition,we have appeased accordingly during our initial outreach. We have also partnered to review and address any opportunities with prior outreaches.
  
  Best ************************* Advocate

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18164044
  
  I am rejecting this response because:

  they can very easily change the format of there emails to CLEARLY show that brands are excluded from the coupon rather than bury it all in the fine print.  If they can add yup all brands included they can put brands excluded.   It should not be difficult to understand a coupon. They shouldnt need a site to explain their coupons and how to read and understand them.  Its clearly deceptive.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:10/03/2022

  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.

  on September 21, 2022 I had my hair done a Ulta beauty salon. After leaving I had hair fall out & scalp ***** from the bleach resulting in scabs and blood coming from my scalp. They have refused to remedy the ************* am sitting here with scalp ***** and my hair falling out and it seems like no one cares.

  

  Business Response

  Date: 10/13/2022

  Thank you for the opportunity to respond to ********************** complaint relating to a salon service.  
  
  To resolve this concern, our claims team is working directly with the ******************** to assist with the concerns noted in the complaint.  
  
  Best ************************* Advocate

• Initial Complaint

  Date:09/29/2022

  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.

  Ever since October 5, 2020 I have not been able to make any online orders. I have contacted Ulta multiple times through phone and emails and have not received any solution to the problem. Have I used multiple payments methods? Yes! I have and use different cards to make purchases. Have I changed address? Yes, I have 2 address or even if I move I change it. Ulta employees only give the same generic response over and over again and cant even or not willing to solve the problem. They do not explained in details AT ALL about the problem on why I cant order online. I would like my online account with Ulta to be unblocked so i can order online purchase online. Its ridiculous that they do this to people who love to buy here and Im not the only one with this issue.

  

  Business Response

  Date: 10/15/2022

  Thanks for the opportunity to respond to Ms. ********************* complaint regarding her inability to order online.
   
  In order to resolve the matter for Ms. ********************* we have restored the guest's ability to order online. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

• Initial Complaint

  Date:09/29/2022

  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 placed an order on 09/17/22 for a hair styling product as an anniversary gift that cost $652.49, I chose to make payments on it and was hoping to receive it by 09/22/22. It was shipped and marked as delivered on 09/19/22. 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 email several times and finally I was told that "After further review, our records indicate that the package was delivered successfully to the address provided per the proof of delivery provided by Ontrac. Due to this, we are unable to reship or refund this order." Now I'm stuck making payments on a product that I don't have and I had to get an alternate anniversary gift. This whole situation is completely ridiculous and frustrating, I don't understand why it's delivery only, or why I couldn't just have it shipped to a store and pick it up, or why a signature couldn't be required. There are so many ways that this issue could have been avoided and so many better ways that this situation could have been handled, but they chose the worst possible way. All I want is the item that I ordered or a refund so I can go purchase it elsewhere. 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: 10/01/2022

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

  Customer Answer

  Date: 10/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/28/2022

  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.

  August 31 Paid $350.04 The business has not tried to resolved this situation Im disputing that I never revived **** that tracking shows delivered but all I have received was a magazn and not my products The business has not tried to help me resolve this problem they just give me the run around but have offered little to no help.

  

  Business Response

  Date: 10/01/2022

  Thanks for the opportunity to respond to ********************** complaint regarding her delivered not received 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: 10/08/2022

   
  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. They have agreed to reship my order or refund. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/26/2022

  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.

  My Ulta Branded credit account had fraud committed, I called and reported it to the credit servicer and they locked my account, nothing further has been done, I canont access my account, they say they cannot unlock my account. I do not know the balance of my credit card and you are demanding a monthly payment for charges that are not mine. I will obtain legal representation if needed.

  

  Business Response

  Date: 10/01/2022

  Thanks for the opportunity to respond to ********************** complaint regarding her locked credit card account.
  
  In order to resolve the matter for ******************, we will be connecting directly with the guestvia private message. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate 

• Initial Complaint

  Date:09/26/2022

  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 was at the Westminster Ulta location on 9/23/2022 and I saw a product clearly marked for sale at $35. I paid for item only to realize they had charged me $36 instead of the $35 that was advertised. I went back inside and asked for the difference back. The cashier was incompetent and didnt understand the receipt so she called the manager over because I wanted my money back for the false advertising. The manager said she could not give me my money back and would actually charge me $3 extra if I tried to return my item. I told her thats the most ridiculous thing I have ever heard and that I would like to speak to her supervisor. She refused and said she was the manager and there was nothing she could do. So I left and will not be returning to this place ever again.

  

  Business Response

  Date: 10/08/2022

  Thanks for the opportunity to respond to ********************** complaint regarding her recent in store purchase.
  
  In order to resolve the matter we have sent a $10.00 gift card. We truly apologize or the inconvenience the matter has caused.
  
  Best ************************* Advocate

  Customer Answer

  Date: 10/10/2022

   
  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:09/24/2022

  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 called Ulta in June to payoff the balance by phone but I was charged a late fee in July because they didn't process the payment. I called again 8/9/2022 the lady said the late fees will be waived and I setup an account online with autopay. I also made a payment online to zero out the balance. However, I received more late fees. I called the 800 number to dispute the charges based on the fact that all fees were waived and online payment was completed and my balance should be zero. I never received any confirmation of my dispute. Today I received my statement with more late fees charged after my call to dispute the balance. My balance should be zero but it is now $74.64 because the keep adding late fees. I called the number on the statement **************.

  

  Business Response

  Date: 10/13/2022

  Thank you for the opportunity to respond to Ms. ****** complaint relating to a credit card late fee.
  
  To resolve this concern, we have reached out to advise we are working with the financial institution to review the concerns and have reached out directly to ************** to ask for additional information for our review.
  
  Best ************************* Advocate

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18124274
  
  I am rejecting this response because: I have disputed these late fees with them and they didn't respond to my dispute. I paid my remaining balance in full in August after their agent told me that the late fees will be waived.

  Again I scheduled autopay online but their system didn't process the payments.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/16/2022

  Thank you for the opportunity to respond to Ms. ****** complaint relating to a credit card fee.
  
  To resolve this concern, we have followed up directly with ************** via email on 10/13 with an update from the financial institution regarding the fee. A letter will also be mailed from the financial institution, and the updates will be seen on the next billing cycle.
  
  Best ************************* Advocate