Business Profile

Retail Stores

ULTA Beauty

Complaints

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

Customer Complaints Summary

2,676 total complaints in the last 3 years.
1,024 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/17/2022
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.
Hello, I am reaching out about an issue with Ulta Beauty. Ulta beauty has banned me from shopping online due to multiple identities and payment methods. This ban happened after my account had been hacked and an order was placed in CA under a different identity. I received a confirmation email, which led me to immediately cancel the order and change my online password. After explaining this issue to guest service multiple times through all different avenues (chat, email, phone), they still claim that the issue is with the multiple identities. I assured them that I was the only person with access to my account (besides the previously stated incident) and even verified by going through my past orders. I continue to get the same generic answer from guest services with no solution. I found that this is a common problem and there is even a ************** dedicated to the same issue. I attached the emails with customer service, the order that was placed when my account was hacked and the ten previous orders that show I was the person that ordered. I would really like to get my account back. Thank you!
Business Response
Date: 09/27/2022

Thanks for the opportunity to respond to ******************** complaint regarding her issue placing an online order.

In order to resolve the matter for ****************, we are currently reviewing this & will connect with her soon via private message. We appreciate you being patient while we look into this for you.

Best ******************************* Advocate
Initial Complaint
Date:09/17/2022
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 made a purchase on 9/17/22 that qualified for an additional item due to the dollar amount spent. The advertised product was a 2.4 ounce Living Proof Advanced Clean Dry Shampoo with a $30 Living Proof Purchase. I brought it to the counter and the cashier swapped it for the same product in a 0.9 ounce size. I contacted Ulta regarding the false advertising and was told it was just to show an example however the product is very clearly shown as what you receive in the advertisement with no fine print or additional information. The value of the item given is much different and the apparent bait and switch appears to be a malicious business practice. I felt chastised for complaining about a free gift when the item was dependent on a purchase, not really making it free.
Business Response
Date: 09/27/2022

Thanks for the opportunity to respond to ********************************** complaint regarding her recent gift with purchase experience.

In order to resolve the matter for ******************************, someone will reach out to her soon. We apologize for the inconvenience this has caused you.

Best ******************************* Advocate
Initial Complaint
Date:09/15/2022
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 had placed an order online on August 31, 2022, and the tracking was not populating and stated awaiting carrier pickup for several days. I contacted Ulta customer service, and was advised the order would be updated and expedited, and I would either receive the order that day or the following day. I was also advised the tracking would update. The next day after my mail had been delivered, I did not receive the package and the tracking was now updated, so I called back to ask for a supervisor. I was placed on hold by 4 different reps to have the calls disconnected each time. I then emailed Ulta customer service, and was advised I had to wait until September 14th for anything to happen with the order since they had to wait 10 business days, and they would request for a call to be made to me and confirmed my phone number. I waited until September 14th and did not receive a call. I emailed customer service again and advised they promised a call would be made to me on that date, but was not done. I got a generic response back via email, when I replied back to the chain of emails. I called on September 15th and was issued a refund, however I am unsure if it will actually go through. I was never told what happened with the package, and never got a call back from a supervisor. This unfortunately is not the only issue I have had with Ulta, this is just the most recent. I have also been attempting to change my last name on my account for over a year, and I am never given a reason as to why I cannot change it on the app or over the phone, although I have tried several times with both. I have several rewards plans with other stores and have never had an issue with any one of them changing my last name, and I have asked a clear question but received generic responses or no response at all.
Business Response
Date: 09/27/2022

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

In order to resolve the matter for Ms. ****** our specialist processed a full refund on 09/15. We apologize for the inconvenience this has caused you.

Best ******************************* Advocate
Customer Answer
Date: 09/27/2022

Complaint: 18020220

I am rejecting this response because I would like to have the original items purchased at the original sales price delivered to me. I only agreed to a refund because there was nothing any of the representatives wanted to do to help me.

Sincerely,

**************
Business Response
Date: 10/03/2022
Thanks again for the opportunity to respond to Ms. ******* complaint regarding her recent online order.

In order to resolve the matter for Ms. ****** a full refund was processed on 09/15/22. At this time Ulta Beauty considers this matter closed.

Best Regards,
Guest Service Advocate
Customer Answer
Date: 10/04/2022

Complaint: 18020220

I am rejecting this response because I am rejecting this response because I would like to have the original items purchased at the original sales price delivered to me. I only agreed to a refund because there was nothing any of the representatives wanted to do to help me.

Sincerely,

**************
Initial Complaint
Date:09/15/2022
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 # K223299866 Order date September 6, 2022 Order was marked DELIVERED by shipping company LSO last week but never arrived. My order was never received. I've tried numerous times to connect ULTA about this. I've tried texting, emailing, chatting AND calling the company. First, they told me to wait until the evening for it to arrive even though it was marked delivered. Then I was told to wait a 24hrs. Then they said they would call me but never did. No response to my email after responding to them asking me if I got order. Now today I called and the agent was very confused because she doesn't understand English. I was on hold for a very long time. Then she sent me an email asking for a picture of wrong item sent. IVE GOT NO ITEMS TO SHOW. After a very frustrating call, she hung up on me! This is ridiculous. For an ***************** I should not have to try so hard to get this resolved. My order was $170 and an agent told be I'd also be given a $20 gift card for each free item not delivered as well. LSO deemed package lost and told me to contact ULTA.
Business Response
Date: 09/27/2022

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

In order to resolve the matter for ******************, a full refund was processed on 09/23/22. We apologize for the inconvenience this has caused you.

Best ******************************* Advocate
Customer Answer
Date: 10/02/2022

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:09/15/2022
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 account got hacked and they allowed an individual to use my rewards points to pickup fragrance orders in person in store in ******* ** on August 29 2022. I live in **. I called immediately to let them know and points were reversed and I went through all the recommendations to secure my acct again. Changing passwords etc. Previously I had called to to address not being able to use afterpay and that never got resolved so i gave up. Always said cannot be processed and afterpay stated this was Ulta denying, not them. NOW after addressing the fraud, I have contacted Ulta through multiple avenues, through chat and in person about not being able to check out. It seems my account is blocked. I get an error " Sorry we are unable to process your order. Verify your payment info for use another payment method." I get this if I try paypal, my credit card, afterpay, it does not matter, same message. **************** is no help. I'm told a ticket has been created and to wait and will reach out to me by Aug 14 2022. I call back today on Aug 15 and **** tells me the exact same thing. Will create ANOTHER ticket and wait 7 business days and someone will reach out and told to go shop in store for a better experience. I asked to escalate to their manager and **** tells me there is no manager which surely gives me no hope that this issue will even be resolved. I advised ********** have been saving up my points which are at $455 as a gift to my niece for her birthday coming up soon and missing out on all the 21 days of beauty specials and online only deals it is very frustrating. There's no other way to reach someone to get this block removed and my account is being held hostage
Business Response
Date: 09/27/2022
Thanks for the opportunity to respond to ******************** complaint regarding her issue placing online order.

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:09/14/2022
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.
I returned order K219264860 on 08/02/22, I paid for the shipping to return back to the warehouse myself through *** (1Z81TE7N0300012019) I was not aware that returns from Ulta take 31 business days till you get your money back as it does not state that anywhere on the website. I contacted Ulta via live chat, email and phone multiple times and all they could tell me was I had to wait the 30 days. My biggest concern was the card i used to place this order is closed as well as the bank account and I did not want the money to go into that account because it will be almost impossible to get the funds if the account is CLOSED. MULTIPLE agents told me not to worry it will issued via mailing check or they will see what are their best options. I spoke with ***** on 09/3/22 he advised me to wait the 31 business days which will be 09/14/22 and they will be able to assist me with my refund. He also stated "Do not worry , your refund is safe and it will not be sent to your old credit card back so we are on the right track" as per his supervisor. Today is 09/14/22, which ulta stated they will help me with my refund today. Today comes I contact them after waiting well over a month since my return and a woman named ****** stated that today is the 31st business day but since i requested that the refund should not be store credit or issued to my original form of payment I will have to wait EVEN longer. I also spoke with a agent named **** via email who stated "there is nothing to worry about regarding your bank account , we will issue a e gift card or another form of payment since your bank account is no longer" Guess what? STILL NO UPDATE. Contacted via chat around 9pm for some help and the woman named ******* said there is nothing they can do. Ulta is holding my money for a perfectly fine return that I have made ALL ITEMS WERE UNOPENED I have never experienced anything like this and the customer service is terrible. I had no choice but to make a report to BBB since ulta wont help.
Business Response
Date: 09/27/2022
Thanks for the opportunity to respond to ************************ complaint regarding her online return.
We can confirm the ************************ order was reshipped due to this a refund was denied, however as a courtesy we have processed a full refund. At this time Ulta Beauty considers this matter closed.

Best ******************************* Advocate
Customer Answer
Date: 09/27/2022

Complaint: 18028591

I am rejecting this response because: Where was the refund issued? Because I was assured it will be issued via a e gift card or a mail check as my bank account is closed that I used to place this order.

Sincerely,

*****************************
Business Response
Date: 09/28/2022

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

We have sent a private message to ********************, providing her the information of her refund. At this time Ulta Beauty considers this matter closed.

Best ******************************* Advocate
Customer Answer
Date: 09/28/2022

Complaint: 18028591

I am rejecting this response because:
They issued the refund to my old bank account which is currently closed there is no longer even a debit card associated with this bank account in my possession. I expressed that MULTIPLE ulta agents even a supervisor stated not to worry my refund will be issued in another form of payment of either a gift card or a check in the mail. I contacted ulta every single day since my return was delivered on 08/08 regarding this and everyday they assured me not to worry it will not be issued to my card. Ulta lied to me and did the complete opposite. I've been waiting over 35 business days for my refund in a check or a gift card and ulta needs to resolve this now because i provided proof of many agents assuring me that this will NOT be issued to my closed account. I been calling everyday there are multiple escalations regarding this matter so Ulta NEEDS to fix this because my return was delivered over 35 business days ago.
Sincerely,

*****************************
Business Response
Date: 10/03/2022
Thanks again for the opportunity to respond to ******************** issue with her online refund.

In order to resolve the matter for ********************, we have been communicating with her via private message and will be issuing a check. At this time Ulta Beauty considers this matter closed.

Best ******************************* Advocate
Initial Complaint
Date:09/14/2022
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 ordered a product on their online site on August 29, 2022. They shipped it out via OnTrac and that company said that they delivered it but I have yet to receive it (todays date is September 14, 2022). I have been going back and forth with Ulta to try and figure out where it is or if I can have it reshipped or refunded since there is no proof of delivery, just GPS of the driver states they were at my address but I did not receive a code to pick it up in the package locker, a key to get it from my mailbox, or signing off for the package. I had used $148 worth of points and a $50 gift card and paid the remaining balance on my credit card and they are unwilling to refund me any of what I used. The delivery company said they dropped it off at my mail room but it was marked as delivered to my front door, which is two different locations in my apartment complex. I have asked my neighbors, the community managers, and checked the oversized package room for the last two weeks and still have not found it.
Business Response
Date: 09/27/2022

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

In order to resolve the matter for **********************, we are reviewing this on our end and will connect with her soon. We appreciate the guest being patient with us.

Best ******************************* Advocate
Customer Answer
Date: 09/27/2022

Complaint: 18027826

I am rejecting this response because I have been asking for a month for a resolution and have sent emails and texted with Ulta representatives with this email proof of OnTrac saying that they couldnt locate the package and to notify Ulta for a refund or reshipment and nothing has been done. I do not know what Im supposed to do if the delivery company themselves are admitting that they cannot find the package and to ask you, the company, to refund or reship the item, which I have been asking for. I dont understand why the shipping company marked it as delivered when it clearly wasnt. The geo tag might be consistent with my address but I live in an apartment complex. If there is no code for the parcel locker, no signature, no photo proof at my door, and no key for my mailbox to get the package, I consider that not delivered. The driver could have dropped off other packages for other residents and marked mine as delivered and drove off without properly delivering mine or the driver could have just drove to my complex to satisfy geotag requirements and did not finish the job they are supposed to do.

Sincerely,

*********************************
Business Response
Date: 10/03/2022
Thanks again for the opportunity to respond to ************************** complaint regarding her online order.

We have sent a private message to ********************** explaining the reason for the refusal of the refund.

Best ******************************* Advocate
Customer Answer
Date: 10/05/2022

Complaint: 18027826

I am rejecting this response because the company is refusing to refund me my $148 in points and my $50 gift card because I filed a dispute with my credit card company for a product I never received due to the company they chose to ship their products. I have asked for a refund because I no longer want the product, I am choosing to buy that product from someone else, but I earned those points and there is no reason for them to keep my gift card if I did not get the item I had ordered.

Sincerely,

*********************************
Business Response
Date: 10/15/2022
Thanks for the opportunity to respond to ************************** complaint regarding her refund request.

We have sent a private message to ********************** providing the reason as to why a refund was denied.

Best ******************************* Advocate
Customer Answer
Date: 10/18/2022

Complaint: 18027826

I am rejecting this response because the representatives at Ulta said they couldnt offer me a refund for a product I never received due to me already reaching out to my credit card company about the issue before it became too late to request for one due to lack of timely communication from Ulta and OnTrac. I am asking for a refund of a $50 gift card I used for the purchase as well as the $148 worth of points I earned when I shopped at the store, which counts as money because I had to use and purchase things from the store to obtain those points.

Sincerely,

*********************************
Initial Complaint
Date:09/14/2022
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.
Hi, I recently applied for a Ulta credit card and with that I received a 20 percent off coupon that has no restrictions. I ordered an item and 2 times my order was canceled. I called ulta, emailed, and texted with agents with no assistance. I was provided with a coupon that had restrictions and was getting hung up on after talking to an agent and being put on hold. All I want is to order my item using the coupon that you get with a credit card. I was told there were no more coupons to give. Like how does that make sense. I opened an entire credit card for that and I'm not able to get another coupon code because my initial order was canceled. That is not right and this made Me really upset. I would like assistance with this.
Business Response
Date: 09/21/2022
Thanks for the opportunity to respond to ***********************'s concern regarding her recent order and 20 percent off coupon.

To resolve the matter, we are reaching back out to assist with the coupon code to use towards a new order.

We truly apologize for the inconvenience this matter has caused.

Best ***************************** Advocate
Initial Complaint
Date:09/13/2022
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.
I started this complaint with ulta geust service 06/16/2022, I let them know I had over $5000 in point that was never used. The points are gone, they wouldnt return them. I was a diamond member at the time so my points shouldnt not have expired. This is my second attempt with the better business ***** help. It is now 9/10/2022 and all I have gotten are auto emails saying they are looking into it. I have already sent them proof of the money I spent to earn the points. Also I have saved every email. There have been no phone calls to resolve this issue. I have tried calling the guest service phone number and they said I will get a call back in a few days, that was a month ago. I would like my point back or a gift card to ulta for the value of my points. Ulta is a million dollar company. They destroy more products in one day then it will cost them to give my point or a ulta gift card for the value of my points.
Business Response
Date: 09/14/2022

Thanks for the opportunity to respond to ****************** complaint regarding her Ultamate rewards point balance.

In order to resolve the matter for **************, we have partnered with internal team and sent her a private message. We apologize for the inconvenience this has caused you & appreciate you being patient with us.

Best ******************************* Advocate
Initial Complaint
Date:09/12/2022
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 made a purchase on Ulta.com on 7/31/22. I bought 4 *** lipsticks and 2 skincare items. The *** lipsticks were $21 each but on sale Buy 1, Get 1 free so essentially $10.50 each is what I was charged for the 4 lipsticks. I ended up returning everything I had purchased to the store on 9/12/22 because I did not like anything. As I returned everything within the 60 day window, I expected to receive a full refund which is per the ULTA return policy. It wasn’t until I returned home and doubled checked my return receipt that I saw that ULTA fraudulently kept a restocking fee which is NOT in their policy and only refunded me $8.48 per lipstick when I paid $10.50 for each lipstick. My total for my order that I paid was $62.65 and since I returned everything in that order, I expected to get my FULL REFUND of $62.65 as the ULTA return policy states. Instead, I received $54.21 since ULTA fraudulently kept a restocking fee for each of the lipsticks and only returned $8.48 for each lipstick that I paid $10.50 for. Ulta kept $8.44 of MY money fraudulently. I called customer service agent right away when I found out and they were extremely unhelpful and said that is the return value and when I asked to speak to a supervisor, they were not able to connect me to one. I have never in my life dealt with a huge company like this that fraudulently keeps consumer’s money when items are returned. Nowhere does it state this in their policy. I will never purchase from ULTA again and take my business to ******* which always returns me my FULL REFUND. ULTA needs to be sued for their fraudulent practices. I expected way more from a big company like this.
Business Response
Date: 09/14/2022

Thanks
for the opportunity to respond to Ms. ******'s complaint regarding her in-store return.

In order
to resolve the matter for Ms. ******, our store team connected directly with her and will be taken care of by the store team. We
apologize for the inconvenience this has caused you.

Best
Regards,
Guest
Service Advocate
Customer Answer
Date: 09/14/2022

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,

Faheema ******

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ULTA Beauty is BBB Accredited.