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.

  2841 Countryside Dr Turlock, CA 95380

• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  3591 N. Freeway Blvd Sacramento, CA 95834

• 

  ULTA Beauty

  12715 Citrus Park Drive Tampa, FL 33625

• 

  Ulta Beauty

  34940 Emerald Coast Parkway Destin, FL 32550

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:09/05/2022

  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 July 8th I went into the ******* ** store to have my daughters and my eyebrows waxed. The girl was very pleasant however I told her it didn't feel right so she cleaned my eyebrow with rubbing alcohol, which hurt more. She put cream on me and I paid and left, skin still burning. I looked in the mirror and thought they were irritated and would get better. By the time I got home they were worse. I skipped putting any products on my face for fear of making it worse. By the time I woke up the next morning they were burned so bad that I had to visit urgent care for fear of scaring. The attending doctor told me what I knew, my skin had been burned.I emailed Ulta and never heard back. I am obviously very upset.

  

  Business Response

  Date: 09/10/2022

  Thanks for the opportunity to respond to Ms.****************;complaint regarding her eyebrow service at our *******, ** location.

  
  A member of our team will be reaching out to ********************* to ensure this is addressed. We truly apologize for the inconvenience the matter has caused.

   

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

• Initial Complaint

  Date:09/04/2022

  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.

  K-********* Order 874.35$ I placed this order on July and returned all the products using my own **** label since ulta doesnt provide return label worth of 874.35$ and its been well past 30 days since ulta returns center received it and ulta still didnt issue refund ********************** Is the **** label I used It was delivered to ulta on July 22nd **** ********************** If ulta doesnt fully issue refund and keep delaying it Ill report this matter to consumer attorney in ***

  

  Business Response

  Date: 09/09/2022

  Thanks for the opportunity to respond to ************** complaint regarding her missing refund.
  
  In order to resolve the matter for ********** we have refunded the guest. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

• Initial Complaint

  Date:09/04/2022

  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.

  K218515411 I paid total of 874.35$ for this order and returned all the products to ulta using **** label and its been past 30 days since ulta returns center received my package that I sent back using **** label but ulta still didnt issue refund I returned all the items 874.35$ should be refunded to my original payment method **** **** **** **** **** **** 18 Was the label I used to return the items under this order

  

  Business Response

  Date: 09/09/2022

  Thanks for the opportunity to respond to ************** complaint regarding her missing refund
  
  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 

• Initial Complaint

  Date:09/04/2022

  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.

  I was trying to make a purchase online 8/21/22 when my my payment was declined telling me to check the information or try another card. This dont in ied to occur even with a new card. I emailed and was told I was now unable to order online due As we researched your account, multiple identities and payment methods for the orders placed with your account were found. Only my name is on the account. I have only ordered online 2x in the past 2 years and only one card has been linked to that account. I am unable to get any advice on solutions with guest services.

  

  Business Response

  Date: 09/21/2022

  Thank you for the opportunity to respond to *********************************** complaint relating to an inability to place an order online.
  
  To resolve the concern, we have reached out to advise that we are working to re-review to provide an update and that we will advise of the update directly. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 09/22/2022

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

• Initial Complaint

  Date:09/02/2022

  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 communication with customer service on July 12, with no luckComment: Im very unhappy with my hair cut by a young lady there, I have been a Ulta salon customer for years now, 1st in Virginia, then in *****, ** and now that we relocated again (**************) I thought I could trust this local Ulta salon - but no! Im a first time salon customer at this store, I showed her the style of my normal hair cut and she acted like she know what and how, but to my disappointment, its a mess, between the 2-5 inches of hair length from one side to the other.my hair looks like someone just took a handful of hair and cut.and of course when I went back there that same day, she was gone and no salon manager was there, I was told that the store manager would call me over the weekend to hear about this and what maybe done to correct it, as I paid over $47 plus a tip $15 for a total of $62. For a haircut that makes me look like a child cut my hair.I am not very happy with the fact that this store doesnt have a better trained, skilled staffnot yo mention the humiliation I received when I went up to pay my bill, 2 associates there pointed and where laughing at my haircut. I left in tears, I collected myself and went back in to talk to a manger and I was told they were busy and they took my name and number .After 3 weeks , on July 26 I received a phone message that they would refund my account, as of today September 2, Im still waiting for my refund .as no one at customer service or the store will return my emails or phone calls.This is unacceptable that a company who prides themselves on quality beauty services, to hire incompetent employees and charge customers full price for a lousy service..and treat us like were not worthy of decent services..This store definitely needs new management and beauty stylists.

  

  Business Response

  Date: 09/03/2022

  Thanks for the opportunity to respond to ************************** complaint regarding the guest's missing refund.
  
  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 

• Initial Complaint

  Date:09/01/2022

  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.

  Ulta had a promotion to receive 5x rewards points on purchases made in the app. Offer was activated, purchased in app, and before the ending date. My purchase was made on 8/28/22. Ive have trouble in the past with receiving points when they offer a promo like this so I kept an eye on my account. I contacted Ulta customer service via chat on Tuesday to inquire about the additional points. Im told they will show up later to give it more time. Today, I email again because I have not received the rest of the points. *****, a representative, tells me that my purchase was not made in the app and I do not qualify for the offer. I have screenshots and emails with two totally different answers to my question. I want the points credited to my account and I think its sad that I had to involve the BBB to get a resolution instead of Ulta providing decent customer service.

  

  Business Response

  Date: 09/14/2022

  Thank you for the opportunity to respond to Ms. ******* complaint relating to a bonus point promotion.
  
  To resolve the concern, we can confirm the inaccuracy of the order on the guests end; however, as a courtesy we provided the bonus points.
  
  Best ************************* Advocate

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17812436
  
  I am rejecting this response because: *********** did honor their promotion after learning that I filed a case. The part I have an issue with is Ulta claiming that the error was made on my end. If thats the case, why did the first rep state that everything was fine and the points would be credited within 24 hours. Also, all I have available to use is the app on my phone. I have no other way to place an order outside of the app. Im fine with the outcome but Ulta doesnt need to try to fault their customer due to their lack of service. This could have easily been resolved without a case being filed. I dont want anything else from Ulta in return but I will not agree with their response of it being my fault. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/19/2022

  Thank you for the opportunity to respond to Ms. ******* complaint relating to a bonus point promotion.
  

  The points had been adjusted prior to the BBB complaint being followed up on. We have reviewed the communications before the BBB complaint follow up and understand there are opportunities for improvement with the information originally provided. In addition, we have partnered with those involved to address. Our review of the order found that the order was not placed via the Ulta Beauty app as needed. 

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

• Initial Complaint

  Date:08/31/2022

  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 am a first time customer of ********************** and ordered a couple of products from their website on 7/27/22. Order was to be shipped with OnTrac and delivered within a few days. Order never arrived. I contacted Ontrac which provided "proof of delivery" based on GPS scanning to Ulta but even they admitted that something could have gone wrong and to wait a few more days to see if package showed up, if not usually the merchant does right by the customer. Oh how wrong were they. ********************** has been at my 30 years of age the worst customer experience I have ever received. I have spoken to about 5 reps through their online chat who at various points instructed me to clear my cookies and cache from my browser because their system was failing, which has nothing to do with my issue, and secondly if you're technically savvy you know how ridiculous that sounds. And the rest kept telling me to wait a few more days for a resolution and communication, which never happened. It's been a month and they refuse to offer me a replacement and even end their email communication with a "We hope it turns up for you!". I have yet to be offered my funds back or at least a replacement and they keep repeating the same line "we wish we could help but we cannot, we are just doing our job" and I have the names and emails to prove how unprofessional they have been treating me. I just want a resolution. I will escalate this issue until I reach the right person. These are unfair business practices and this business needs to be reported. STAY AWAY.

  

  Business Response

  Date: 09/07/2022

  Thanks for the opportunity to respond to *********************************** complaint regarding Order-K219714561
  
  In order to resolve the matter we have issued a replacement, as well as an electronic gift card. We truly apologize for the inconvenience the matter has caused.
  
  Best ***************************** Advocate
  

   

  Customer Answer

  Date: 09/12/2022

   
  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:08/31/2022

  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.

  This business has the most condescending customer service I've ever had to deal with. Shipping is the slowest and they do not honor their customer satisfaction policy.

  

  Business Response

  Date: 09/09/2022

  Thanks for the opportunity to respond to ******************** complaint regarding the shipping time.
  
  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: 09/12/2022

   
  Complaint: 17807830
  
  I am rejecting this response because: the business still did not honor their customer satisfaction policy. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/17/2022

  Thanks again for the opportunity to respond to ******************** complaint regarding her recent online order. 
  
  We can confirm that there her order delivered on 9/1/22 which was within the 3-8 business time period based on shipping selected by the guest. At this time Ulta Beauty considers this matter closed. 
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17807830
  
  I am rejecting this response because: the business still does not honor their customer satisfaction policy. As a customer I am not satisfied with the way they responded to my initial problem. I understand that I received my product on the last day of their "shipping window". However, I was treated rudely when I contacted customer service. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/31/2022

  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.

  I was deceived by Ulta several years ago when I used my reward dollars by realizing I had lost points/money because I hadnt used all of the rewards at the same time. In order to actually get the full value Ulta says the accumulated points add up to, must be one purchase or I dont get the full dollar amount I had earned. I asked is there a limit of points I can use at one time and was assured theres no limit to accumulating or spending my points. Today I tried to cash out all my points on an online order, it will only redeem a maximum of 4k points online.. I called Ulta customer service and was told that is the policy but I would have no problem doing my order through a store location. I called the store I was planning to do my transaction with and was told I could use all the points I want through them doing the online order for me, EXCEPT for items that Ulta sells online only. I feel I was deceived again by this company. I called what I thought was the corporate office number only to find it is the same customer service I had already called. I asked to speak with a supervisor and was put on hold only to be hung up on after a few minutes. I called back and found out there is no phone number for corporate available and put on hold again for a supervisor. I spoke with ************** who informs me there is nothing he can do, Ulta is aware of issue and my complaint can be sent to the team only as feedback for the company. ***** said no one will contact me in any way for a resolution on this matter. I have spent thousands of dollars at Ulta, am a diamond member for multiple years and have an Ulta credit card. Im extremely upset at what I feel is a con job, a bait and switch from Ulta. Unless its resolved I will be closing my credit account and help others by telling my experience. I will do social media platforms & in person as customers are about to enter the stores at multiple locations. I have nothing but free time to devote to this. This policy is not posted.

  

  Business Response

  Date: 09/09/2022

  Thanks for the opportunity to respond to ******************' complaint regarding being unable to use more than ***** points for an online transaction.
   
  In order to resolve the matter for ****************** we have reached out to the guest in a private message. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17805725
  
  I am rejecting this response because: Nothing was offered as a resolution, only saying its how they do business.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/30/2022

  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 let my daughter go in and get her hair done partial highlight with a trim. Then when she showed me the bill. 179. Trim was 47 for a kid. And and added service not asked for. 25 for olapex. Way to take advantage of a kid. She is 11. I came early to help out but I was working and she is mature enough to sit there without me. But to charge her like that with out me was taking advantage of her.

  

  Business Response

  Date: 09/03/2022

  Thanks for the opportunity to respond to ************************ complaint regarding her daughter's hair service price.
   
  In order to resolve the matter for ******************** the store is providing the guest with a refund. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 09/06/2022

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