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.

  3591 N. Freeway Blvd Sacramento, CA 95834

• 

  ULTA Beauty

  5953 Wesley Grove Blvd Wesley Chapel, FL 33544-8411

• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  4601 N University Dr Coral Springs, FL 33067-4602

• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  12054 SW 88th St Miami, FL 33186-2002

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:09/10/2022

  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.

  Ulta states on their website Points may be redeemed on any item online. This is not true. My daughter wanted a Dyson Airwrap styler. It costs $599. I could not afford to pay that but I told her we would start saving points until we had enough. It has taken a long time (over a year) to save the points. I shopped at Ulta when other stores would have been much cheaper but I wanted the points so I would buy items from Ulta. When I finally had enough to purchase the item I tried to order it online but could not because it was over the point limit they allow online. However in the points description on the UlTA app it only states maximum number of points redeemable in an online transaction may apply. MAY apply. They do not give you a set amount, nothing specific that would have told me not to try to save points for the item my daughter wanted. So their any item really isnt any item. I contacted them to find out how I could complete the transaction only to be told I couldnt. No offer to ship to the store where I could show my identification and no offer to allow me to present identification online. When I tried to ask more questions I did not receive an answer. I have always been happy shopping with Ulta but this aspect of the points program is deceiving and unfair. The company will not work with a loyal customer in any way. I would not recommend doing business with a company like this. Buy your beauty products at Wal-Mart or through your local hair salon.

  

  Business Response

  Date: 09/27/2022

  
  Thanks for the opportunity to respond to ******************** complaint in regards to her using Ultamate Rewards points. We can confirm that **************** made a purchase using her points on 09/17/22. 
  
  Best ******************************* Advocate 

• Initial Complaint

  Date:09/10/2022

  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.

  Their website Consistently doesn't work. Everything about it is broken. Doesn't matter if I'm using the desktop version or the mobile app.

  

  Business Response

  Date: 09/27/2022

  Thanks for the opportunity to respond to ****************** complaint regarding her online ordering issue. 
   
  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:09/09/2022

  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.

  This is about the Ulta rewards credit card through comenity. On 7/28/22 I set up the automatic payments on my card after making a one time payment. The only reason I even put in for two payments is because I never received any email confirmation or page confirmation saying the $30 payment went through, So I set up auto pay to avoid any issues. I had enough money in my account at the time for both payments to be made, but The money for both payments were taken out at the same time, days later and there was not enough money in my account for both at that time. They still received payment for that month of $35 ($5 more than my minimum) but still charged me a $30 fee for the bounced check. I called the customer service to see if there was anything I could do and they said there is no option they cannot refund no matter what unless it was the banks fault. This is ridiculous. My payment was $35 and I was charged $30 for a bounced check fee so my payment for the month basically meant nothing. I am a full time college student and I work full time. Every dollar matters. It is absurd to charge me $30 for a payment that went through. They still got their money and I never got a conformation.

  

  Business Response

  Date: 09/29/2022

  Thanks for the opportunity to respond to ******************** complaint regarding the charges on her Comenity bill.
   
  In order to resolve the matter for **************** we have reached out to Comenity to have her complaint reviewed. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

• Initial Complaint

  Date:09/08/2022

  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 have the ultimate rewards Mastercard. I'm unable to login to my account. Everytime I login it says "information not found" if I try to make a new account it tells me I already have an account and wants me to login. If I try to change my password to see if that will let me login, it tells me there is a technical glitch. This has been happening since I received my card therefor all the reward points I'm supposed to be getting for using my card outside of Ulta, are not showing up in my points like they should. I've called and called and they tell me "we hope to have this glitch fixed soon" it's been months and it's still not fixed. I have to use easy pay to pay my bill or I have to call and pay a ridiculous amount just for calling to pay. It's absolutely insane. Stop allowing people to sign up for the card until you get this issue fixed. I chose this one solely on the rewards points. It's extremely frustrating and completely ridiculous that they still haven't fixed this issue!

  

  Business Response

  Date: 09/22/2022

  Thank you for the opportunity to respond to ****************** complaint relating to her credit card account.
  
  To resolve this concern, we have reached out to ask for additional details to allow us to review and assist with the next steps. 
  
  Best ************************* Advocate

• Initial Complaint

  Date:09/07/2022

  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.

  once again Ulta gives a run around. I need receipts for in store purchase on 1-25-22, 2-25-22, and 4-24-22 all Elemis receipts. I went into the store and they told me to call customer service, cs told me to go to the store. All I want is this.

  

  Business Response

  Date: 09/20/2022

  Thank you for the opportunity to respond to ************************ complaint relating to needing a receipt for past purchases.
  
  To resolve this concern, we have reached out directly to ask ******************** for additional information so we can investigate and provide a resolution for the purchase information needed. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 17930906
  
  I am rejecting this response because: I need the receipts and they have failed to provide them.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/25/2022

  Thank you for the opportunity to respond to ************************ complaint relating to needing a receipt for past purchases.
  
  To resolve this concern, we have provided the information directly, via email on 9/22/2022 to ********************* 
  
  Best Regards,
  Guest Service Advocate

• Initial Complaint

  Date:09/07/2022

  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.

  Ulta - I placed an order on 8/25/2022 and the carrier LSO shows that it was delivered, signed by "Back Door" where there is no back door in the apartment complex where I reside (tracking # / LSO Airbill No. UD00PXS0).I called 9/6/2022 when I checked the status and realized that my package was not delivered to me. Your employee sent a replacement order to the same address, even though I asked if it could be delivered to an ULTA store for secure delivery and the employee advice that wasn't an option. New replacement order was shipped 9/6/2022 through the same carrier that caused the initial issue tracking # / LSO Airbill No. UD00Q93M and they've marked my delivery as "Bad Address" even though it is the same address. I called again today 9/7/2022 and asked if another carrier could be chosen and I was told no. 1) The products I'm trying to buy are only available online. 2) How am I supposed to get the products when your online ordering system does not give me an option to see your carriers? Or, choose an ULTA store to deliver for an pick up option. It only allows me to select a pick up option ONLY if the products are available at the store.3) LSO is not fulfilling the order nor the replacement.

  

  Business Response

  Date: 09/18/2022

  Thank you for the opportunity to respond to Ms. ****** complaint relating to a recent Ulta.com order.
  
  To resolve this concern, we have reached out to gather additional information to allow us to review with the order deliveries. We have also relayed that we are unable to processes a replacement order to a new address or to a store to be picked up and cannot select the carrier to deliver the order.
  
  Best ************************* Advocate

• Initial Complaint

  Date:09/06/2022

  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.

  Ulta merged my and my mother, *********************, rewards accounts without our request or permission. This occurred in July of 2022 and has been ongoing for over two months. I (*****) have spent hours on the phone with **************** asking for the accounts to be unmerged to no avail. I have spoken to managers and supervisors who state they will call me back and do not. In-store management cannot help. Now when I attempt to call **************** they hang up on me every time. The accounts are still currently merged - it somehow is under my name but **** (my mother's) phone and email. I have lost all of my rewards points which equate to cash value. We want our accounts unmerged and our status and rewards restored to how they were. I was told the following by an Ulta **************** Representative:*****'s original account - #************* - under phone ************ - under email *********************** ****'s original account - #************* - under phone number ************ - under email ********************* As a resolution we want the accounts unmerged and the status and reward points restored.

  

  Business Response

  Date: 09/23/2022

  Thanks for the opportunity to respond to **************** complaint regarding her and her mom's merged accounts.
  
  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: 09/27/2022

   
  Complaint: 17779960
  
  I am rejecting this response because: I was contacted on 9/17/22 where Ulta general guest services said they would look into this and have not received any follow up or resolution. I have no direct contact email or number for the person who contacted me. When I call they have no update. This issue is still ongoing since July.  It has not been resolved and there is no estimated time to resolve the ongoing issue. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/01/2022

  Thanks for the opportunity to respond to **************** complaint regarding her account issues.
  
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/06/2022

  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 returned my order to Ulta and the items arrived to their address on June 4th. I waited for my refund to arrive but never did. I finally was able to get a small portion of the refund back but it wasn't for the correct amount. I've been speaking with various customer support representatives since May 2022. I decided to return the entire order since I have health issues and Covid-19 has been an issue. I wasn't comfortable with keeping any of that order. I can provide emails from May up to today showing how I've been back and forth with Ulta about my refund for my entire order that I sent back. I also have attached photos of the opened items and the amount that I paid for this order. I have a refund for $40.71 from Ulta but this isn't the correct amount. It should have been a refund in the amount of $139.27.

  

  Business Response

  Date: 09/17/2022

  Thanks for the opportunity to respond to ********************** complaint regarding the missing items in her order.
  
  We have sent a private message to ****************** providing the reason as to why a reship or refund was denied.
  
  Best ******************************* Advocate

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17921726
  
  I am rejecting this response because: I was shipped opened products which is unsanitary. Ulta Beauty refuses to give me my money back even though I have returned the entire order. Ulta Beauty has stated that they will not give me my money back because of a charge back from PayPal. I shouldn't be held responsible for a charge back from PayPal. I returned my entire order and they have kept my money. This is fraud and the health department should be aware of the issue as well. This is why I refuse to accept their reason for not returning my money even though I sent my entire order back because they shipped me open products. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/23/2022

  Thanks for the opportunity to respond to ********************** complaint regarding her missing refund.
  We have sent a private message to ****************** providing the reason as to why a refund was denied.
  
  Best ******************************* Advocate

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 17921726
  
  I am rejecting this response because: Yes, they explained it to me but I shouldn't be responsible for a company charge back. If they would have told me this when I was returning the items I would have done this refund through the store. I've never had any issues with returning any. I think that this is unfair because Utla Beauty sent me open items. This is incredibly frustrating because I've lost my money and products that I should have been given. Not opened items which is a health problem because it's unsanitary to send used Makeup. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/01/2022

  Thanks for the opportunity to respond to ********************** complaint regarding her requested refund. 
  
  We have sent a private message to ****************** providing the reason as to why a refund was denied.
  
  Best ******************************* Advocate

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 17921726
  
  I am rejecting this response because: I am owed money or products. I am not accepting their reasons for stealing my money and items. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/05/2022

  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.

  Hi i brought 4 bottles of Cologne (order number K222293717) before i left town and *** marked delivered left at front door however i get off work and its not there i explain the situation to ulta beauty customer service and they keep saying being that total price is 500 it have to go up to higher team ill get an email of resolution in ***** hours however never gotten the email went back after the second day they said another 48 hours and again after that went back and now its oh we cant give you a timeframe. i spent 500 bucks on colonge that i didnt get and Ulta Support team do not care i see as well

  

  Business Response

  Date: 09/17/2022

  Thanks for the opportunity to respond to ******************************** complaint regarding the missing items in his order.
  
  We have sent a private message to **************************** providing the reason as to why a reship or refund was denied.
  
  Best ******************************* Advocate

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17921506
  
  I am rejecting this response because:
  Ups approved that package was lost however ulta still decline to reimbursement 
  Sincerely,
  
  ***************************************

  

  Business Response

  Date: 09/23/2022

  Thanks for the opportunity to respond to ******************************** complaint regarding his delivered not received order.
   
  In order to resolve the matter for **************************** we have issued the guest a refund to their original form of payment. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

• Initial Complaint

  Date:09/05/2022

  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.

  Approximately three and a half months ago I purchased a can of hair spray from Ulta which I really like. Unfortunately, after using about one fourth of the can the sprayer quit working. I tried cleaning with hot water to see if it was clogged but it still did not work. I took it to the store today and explained the situation to the cashier and she said this happens from time to time and I could go and get another can. As she was ringing up the exchange she had to call a manager as it was over 90 days from purchase. The manager said the return policy was that nothing could be returned after 90 days. I said I understood but this was a faulty item and I could not use it as it would not come out of the can. She looked me in the eye and said I dont like your attitude and you can just buy another can because you have used this product. I would have been happy to buy another can if she had even offered to discount it for the remainder in the can I had not used but she had no resolution except tell me she did not like my attitude. I am a retired executive from a national bank and managed hundreds of customer service employees and if ever I heard of a customer being treated like I was treated I would have been dealing with the employee and begging the customer not to tell this to the world and be happy to handle a $20 issue. You have lost me as a customer and I will tell as many people as I can about the rude treatment I received at Ulta. I still feel as though the hairspray I bought with the faulty sprayer need to be exchanged.

  

  Business Response

  Date: 09/17/2022

  Thanks for the opportunity to respond to ************************ complaint regarding her issue returning a faulty item in-store.
  
  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