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:09/23/2022

  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.

  The Ulta Rewards program is a scam. And the company discriminates against disabilities. I built up rewards for years and they were always there. I was platinum for years (before Diamond even existed). My complaint is simple: COVID happened, stores shut down and I developed a debilitating autoimmune disease. I lost all my hair. I did not feel like spending money on makeup.When I contacted them, my points were gone from my account, despite them being in my emails I was receiving. I was told they didn't know what happened and there was nothing they could do. I mean, there was absolutely something they could do. And we're not talking about a small amount of points, we're talking about over $200 worth. Points I had acquired through "spend x, get y value in points" deals -- so not just some rewards program, but something that had actual money spent behind it.They refused to put them back in my account. Every time for the last TWO YEARS that I have contacted them, they have told me that someone would email or call me. Have they ever done so? No. And this hs happened probably 15+ times now. So what are they doing with my calls? Who are they filing them to?Furthermore -- I asked one of the representatives why they were running a disability inclusion campaign on their social media at that moment, but couldn't help a customer who was *hospitalized while many stores were shut down and it wasn't safe to go out* and was too sick to shop? I was told it was just a marketing campaign and that it didn't necessarily align with their beliefs as a company -- you heard it here, folks. I think that speaks for itself.

  

  Business Response

  Date: 09/27/2022

  
  Thanks for the opportunity to respond to ******************** complaint regarding her expired points. 
  
  In order to resolve the matter for ****************, as a one time courtesy only we have added the expired points. Please refer the the terms and conditions for our rewards program below for future reference, at this time Ulta Beauty considers this matter closed. 

  Terms & conditions: https://www.ulta.com/myaccount/learnmore_template.jsp?page=terms_conditions
  
  Best ******************************* Advocate

   

   

• Initial Complaint

  Date:09/23/2022

  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 purchased ************************* hair spray and mouse and the package came damaged with it leaking out in the plastic envelope emptying the whole bottle on one and half bottle on the other. The invoice was soak and wet and I called customer service spoke to a customer service rep who told me she could not help me and to call back and when I did I asked for a supervisor she told me they had none available. I told her I was going to call corporate and let them know they have no supervisors that this is horrible. She had kids in the background which was fine but very unprofessional. I sent in the pictures and I have not heard back. I contacted the corporate office and was told someone would get back to me with in 48 hours. It has been past 48 hours and I called the corporate office and the girl that answered the phone told me she had no one to get ahold of and that she would leave someone in the corporate office a message that I called again. Are you serious I need a replacement or a refund and think this is a horrible company for treating a customer that has been with them for many years.

  

  Business Response

  Date: 10/01/2022

  Thanks for the opportunity to respond to ************************ complaint regarding her damaged 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: 10/03/2022

   
  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. Thank you for helping me navigate this.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order K223460762 was shipped but not delivered even though it was marked as delivered. I reached out to customer support and they said they would get back to me in 48 hours. That was 2 weeks ago and they refuse to respond to my request for updates, ship my order again, or give me a refund.

  

  Business Response

  Date: 09/27/2022

  
  Thanks for the opportunity to respond to ************************ complaint regarding his recent online order.  
  
  In order to resolve the matter for ********************, a full refund was processed by our specialist on 09/22/22. We apologize for the inconvenience this has caused you.
  
  Best ******************************* Advocate

• Initial Complaint

  Date:09/20/2022

  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.

  Around the first week of July of 2022 I went to the new ***********, ** store that just opened. I was so excited to finally have a store near me. I went up to pay and was asked if I had a ulta card to which I said I did but that I didn't have my card. They said that was no problem and were able to look me up. Transaction happened and I left. 2 weeks later I tried to get on the app to check on my account but was not able to do so. I called the store to try to make a payment and was told I needed to contact comenity bank because they couldn't help me with that. I asked them for help on accessing my ulta account and they were rude and I got the run around. I kept explaining that I needed to make a payment and reminded them how easy it was for them to find my account to charge my card but couldn't help me with getting into my account. They also charged me a restocking fee for the item I had exchanged for a different item from the same department. Due to their incompetence I had to do my own digging on finding the appropriate phone number to take care of my account which is a separate claim I will be filling on them. This business costed me my excellent credit score. They are quick to charge you and make that sale but wipe their hands of you once they get that sale.

  

  Business Response

  Date: 09/27/2022

  
  Thanks for the opportunity to respond to ****************************** complaint regarding her Ulta Credit Card billing issues. 
  
  In order to resolve the matter for ****************, we have escalated this Comenity team internally who will connect with the guest soon. We apologize for the inconvenience this has caused you.
  
  Best ******************************* Advocate

• Initial Complaint

  Date:09/20/2022

  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 have been trying to pay my bill fo the last two months. I can't get through, I keep being disconnected and can not be connected to an actual person. Now I have a late fee because the calls keep dropping no matter what option i press.

  

  Business Response

  Date: 09/27/2022

  
  Thanks for the opportunity to respond to ********************** complaint regarding her credit card billing issue. 
  
  In order to resolve the matter for ******************, we have escalated this to Comenity & additional internal teams. Someone will connect with the guest soon, we apologize for the inconvenience this has caused you and appreciate you being patient while we look into this for you.
  
  Best ******************************* Advocate

• Initial Complaint

  Date:09/19/2022

  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.

  Order number #K224392032 I placed an order on Ulta.com for shipping, within an hour I called into the ulta customer care to have my order canceled because it would bot arrive in the appropriate timeline and I wouldnt be available to accept the package due to travel. I also inquired to select a faster shipping method in order for it to reach before time. I was told that my order would be able to cancel and that it would be sent via email to a higher up to ensure cancellation. Yesterday, I received an email stating that my order shipped but the status started label printing but no pick up.. I will attach pics here. The package is still being shipped I havent been refunded either. I called Ulta and inquired as to why my order isnt canceled and also just still sitting in a warehouse. I requested them to make a special request to cancel because I am traveling and wont be there receive the items prior to and needed it before. I was told they cant help me even though the items didnt leave the facility. This is super frustrating because I called immediately after placing and waiting on the line two times for over 20 minutes to reconcile this issue but apparently no its sorry its shipped , we cant helpPlease refund my money and have the pancake removed or Returned to sender as Im not doing business with Ulta again. The only reason I had to Order off line because they never have deep/dark skin products in store. They are always online onlythe fair/medium have a plethora of products in store to order and pick up but the dark/deep skin tone have very slim picking especially for the good and high end products . This is very disturbing and also why many people of color head to Sephora where majority of their products is sold in stores rather than online. A completely different experience.Nevertheless , I want my money back. Thanks

  

  Business Response

  Date: 09/27/2022

  
  Thanks for the opportunity to respond to ********************** complaint regarding her recent online order. 

  
  By the time ****************** connected with our team the order was not able to be cancelled, and was delivered on 09/23/22. Due to this we are unable to refund or reship, we apologize for the inconvenience this has caused you. At this time Ulta Beauty considers this matter closed. 
  
  Best ******************************* Advocate

  Customer Answer

  Date: 09/27/2022

   
  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:09/19/2022

  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 off my entire balance of $9,660.37 on my Ulta Mastercard on 06/09/2022. It has been over 3 months now and that balance is still showing up on my credit report even though I have a zero balance on my credit card statement (actually a negative balance). I attempted to call Ulta to enquire about this matter and was told that Ulta is not reporting to the credit bureaus at this time?? I explained that this incorrect balance that is still showing on my credit report over 3 months later is affecting my credit score. I was then told I would be transferred to a billing specialist. After waiting on hold my call was eventually disconnected on their end. If Ulta is going to report that initial balance to the credit bureaus it is their obligation as a company to report when that balance has been paid off as well. I had no trouble with any other credit card companies regarding this matter.

  

  Business Response

  Date: 09/27/2022

  
  Thanks for the opportunity to respond to ************************ complaint regarding her Ultamate Master card. 
  
  In order to resolve the matter for ********************, we have escalated this matter to appropriate teams who will connect with the guest directly. We apologize for the inconvenience this has caused you, and appreciate you being patient. 
  
  Best ******************************* Advocate

  Customer Answer

  Date: 10/06/2022

   
  I am replying to your email I received today regarding complaint #********. I had not responded because I was still waiting for Ulta to reach out to me and they still have not contacted me. Therefore, I am not satisfied due to no response from Ulta regarding the matter of reporting correct information to the credit bureaus.
  
  Thank You,
  *******************************

  

  Business Response

  Date: 10/16/2022

  Thank you for the opportunity to respond to Ms. ********* complaint relating to her Ultamate Rewards credit account.
  
  To resolve this concern, the financial institution has reached out to ******************** via phone and has also sent a letter to discuss the account. Ulta Beauty has also communicated this directly to ******************** via email.
  
  Best ************************* Advocate

  Customer Answer

  Date: 10/17/2022

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/19/2022

  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.

  Flat iron purchased on Aug 21st at a sale price. Item was shipped but never notified via email or notification. Upon checking daily, I found the item had shipped and three weeks later with no notification the shipment was returned to Ulta. (I have purchased and shipped many items before on Ulta.com to the same address as this order, there has always been issues with the shipping such as damages to items but due to delays and respect ************ understanding they did it cause the damage I have not raised) however, I called in several times to see if I could pick up the item that was paid for at a store. Representatives hung up on me 3 times and the last person told me there was no record of me even calling in. The customer service is beyond terrible. I would like to request compensation for time time.

  

  Business Response

  Date: 09/27/2022

  
  Thanks for the opportunity to respond to ****************** complaint regarding their online order. 
  
  In order to resolve the matter for **************, a full refund was processed on 09/19/22. Please note the email address tied to this complaint vs the email used on the online order does not match. At this time Ulta Beauty considers this matter closed. 

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

• Initial Complaint

  Date:09/18/2022

  Type:Product 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.

  Have tried to unsubscribe to their email list for 2 years and still constantly being harassed with emails that I did Not sign up for. Contacted customer support and was assured I would Be removed and here we are 1 year later still receiving said emails.

  

  Business Response

  Date: 09/27/2022

  
  Thanks for the opportunity to respond to ********************** complaint regarding receiving emails from Ulta Beauty.
  
  In order to resolve the matter for ******************, we have escalated this to proper team & someone will connect with her soon. We apologize for the inconvenience this has caused you.
  
  Best ******************************* Advocate

• Initial Complaint

  Date:09/18/2022

  Type:Product 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.

  Made a purchase on August 21, Order #: K221688087 and returned other pureology shampoo and conditioner due to an allergic reaction- my scalp began burning during use and I had scabs. I returned it back via **** ********************** and it arrived to the ulta return facility on Sept 8th. I have made returns before and they are processed fairly quickly so when that didn't occur, I reached out to customer service via text and phone. Both agents refused to assist me and had difficulties understanding basic English. The text agent was absolutely rude and condescending and arguing that I wasn't providing details and after I explained repeatedly my contact info and reason for text, they continue to ask me and then accuse me that I didn't send basic order information, outrageous! Of course, I kept the conversation and will be attaching. I then called in via phone and she also gave me a song and dance and all I heard was a text notification going off in the background- so this agent was working from home and using her phone or multi tasking with other customers? She stated I had to wait until Oct 12th to then call back in for a refund- WHERE in your return policy does it state I need to wait over a month for my refund? It states that once your return is processed to allow 7 to 10 days only. I am a multi year platinum member and have spent thousands at ulta and I'm being refused $60.97 refund for product that was hazardous to my help and being brushed to the side like nothing. I want my refund processed immediately.

  

  Business Response

  Date: 09/27/2022

  
  Thanks for the opportunity to respond to ****************** complaint regarding her online return. 
  
  In order to resolve the matter for **************, a refund was processed accordingly on 09/19/22. We apologize for the inconvenience this has caused you.
  
  Best ******************************* Advocate