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.

  1232 Galleria Blvd Ste 100 Roseville, CA 95678-3583

• 

  ULTA Beauty

  13499 S Cleveland Ave Ste 301 Fort Myers, FL 33907-7730

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  ULTA Beauty

  103 N Cattlemen Rd Sarasota, FL 34243

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/26/2022

  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 placed an order with ulta. Never received it, they do not want to refund my money.

  

  Business Response

  Date: 08/30/2022

  Thank you for the opportunity to respond to ****************** complaint relating to a recent Ulta.com order.
  
  To resolve the concern, we have reached out directly to ask for information regarding the order to allow us to review and assist further with the concerns. 
  
  Best ************************* Advocate

• Initial Complaint

  Date:08/25/2022

  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 an Ulta store credit card. I have consistently made payments and even paid the entire balance off last month. They have not updated my credit report in 3 months (June, July, August). Are companies not responsible for updating credit report each month?

  

  Business Response

  Date: 08/26/2022

  Thanks for the opportunity to respond to ******************** complaint regarding her credit score.

  
  In order to resolve the matter for **************** we have directed her to reach out to ************** We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

• Initial Complaint

  Date:08/24/2022

  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.

  I have been a 10+ year Ulta shopper and reward member and use them for all of my products/services. I shop there so frequently that I earned Diamond status ($1200/yr). As a promo, Ulta offers 10x rewards points one day out of the year. This is the time that I buy tons of products from my wishlist. This year, it landed on August 15/16. I placed an online order the 16th and put it on my Ultamate rewards credit card that I always use. The following day, I got an email stating my order was cancelled with no reason besides order cannot be fulfilled. I immediately called Ulta customer care and asked what happened and they suggested to call the credit card company (which happened to be Ultas credit card partner). Once I have the cc company on the phone, they verify that all of my info that was placed in the order matched what was in my account. I then reach back out to Ulta through their texting program and explained the situation, to which I got a response, you should have checked your financial institution and placed the order correctly (see photo attached). I immediately contacted customer service on the phone again and explained that were no issues with the payment method. They said some of the items may have been out of stock and this triggered for the whole order to be cancelled. Mind you, there were 29 items totaling $1252. I dont see why they would cancel an entire order of this magnitude over 1 or 2 items being out of stock. The agent proceeded to open a case for me and assigned me a reference number and said he submitted for the points to be added back to my account if I placed another order (since the promo ended the 16th already). This was more than a week ago, I reached out out to Ulta yesterday over email to get a generic response and asked to be escalated to which they said it already had been and that we cannot manually adjust since the order placed at the time of promotion has a payment error. This is not the case and this is incredibly unfair.

  

  Business Response

  Date: 08/26/2022

  Thanks for the opportunity to respond to ******************** complaint regarding her cancelled 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: 08/30/2022

   
  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,
  Merina

• Initial Complaint

  Date:08/24/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Ulta Beauty on 8/14/2022. This order was placed after I received an email from Ulta promising a Lancome gift set free with any purchase over $50. I intended to use this gift for my mothers birthday, Saturday, 8/27/2022. I placed my qualifying order (K221134697) with nine (9) items (units) in the order.When the package arrived (8/19/2022), there were three (3) out of the nine (9) units present. Inside the package was Item ID ******* and two (2) units of Item ID *******. I referred to my shipment email from Ulta and it mentioned that "..if you ordered multiple items, they may arrive in separate shipments". I called Ulta to confirm if this was the case and they mentioned all nine (9) units were in the package. I explained to Ulta that this could very likely be an internal theft issue as the box was not tampered with by outside sources ***** and was keyed into their system as all items shipped together. The only resolution I was offered after multiple days of calling into Support and Supervisors was a refund or a re-ship MINUS the Lancome gift set gift with purchase (the main and only reason for placing the order).I explained to Ulta that this simply was not acceptable and that I wanted them to investigate and provide every item that was ordered and that a refund would simply place us back to step one. There needs to be accountability for what takes place behind closed doors at Ulta and promises made (GWP's, promotions) must be honored or mountains be moved in instances they make a mistake detrimental to their customer.

  

  Business Response

  Date: 08/26/2022

  Thanks for the opportunity to respond to ************** complaint regarding the missing items in his order.
   
  In order to resolve the matter for *************** we have reached out to the guest and resolved with a refund and gift card. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 08/29/2022

   
  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. It was not until I wrote to BBB and emailed Ulta executives for my issue to be properly resolved.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/23/2022

  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.

  I had a terrible experience at an Ulta Salon located at *****************************************************************************. The date of the service was on 5/4/2022. The service was for my hair to be highlighted. The normal amount of time the service should take is about 2 to 2.5 hours. I was there for over 5 and a half hours due to the salon employee lacking experience. She toned my hair over and over and I could tell there was a problem. I realized the extent of the damage when washed and dried my hair. (The toner and the fact it was curled masked the problems when I left). My hair was splotchy and uneven and had patches of gold and brass. I had to have a very expensive color correction service from my regular hair stylist at home in **************, *******. (I was in ***** for work). I contacted Ulta **************** 7 times. I called and used the chat service from the Ulta website. I was told each time that my case would be escalated and the manager of the store would contact me. I have never been contacted. I called again on 8/7/2022. I was promised that the case would once again be escalated and I would get assistance. The customer service agent told me in the notes that the Ulta ****** store manager tried to call me. I NEVER received a call or voice mail. My contact information has not changed. It is still: ************************* (315) ************ ************************* *********************************************************************** I am looking for this situation to be made right. My hair is extremely damaged from the actions of their employee. I would like a compensation for the damage. I would appreciate either compensation, a gift card to purchase products to assist with the damage or products to help with the damage sent to me at my home address in ******* as I was only visiting *****.

  

  Business Response

  Date: 08/30/2022

  Thank you for the opportunity to respond to ****************' complaint relating to her salon service.
  
  To resolve the concern, our store team has connected with **************** directly to address the service and provide compensation.
  
  Best ************************* Advocate

• Initial Complaint

  Date:08/23/2022

  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.

  I tried placing an order online with Ulta Beauty. After various attempts of trying to pay with different source, I finally contacted Ulta since my order wasnt going through. I was then told I was Banned from making any online orders for because they only promote to selling to customers for themselves or gifting. *** only placed one order so far this year so I dont understand why they banned me. After emailing back and fourth with them they couldnt resolve the solutions and only stated that I could only buy makeup in store. I have points i have not used with them so I dont understand why they would let me add up my points after years and now that I want to use them they banned me. I was not given a solution of how to order online just told I was simply banned. I have a credit card that I opened up with them as well a few years back that I use to make other purchases not at Ulta.

  

  Business Response

  Date: 08/30/2022

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

  To resolve the matter, we have worked with our internal teams and confirmed she is able to order online. We have also sent a private message to ****************** with this information.

  
  We truly apologize for the inconvenience this matter has caused.

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

• Initial Complaint

  Date:08/22/2022

  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 ordered from Ulta beauty online and never received my order. I opened a case with Ulta beauty and they emailed me and said they cant do anything about my problem and good luck finding my order.

  

  Business Response

  Date: 08/26/2022

  Thanks for the opportunity to respond to Ms. *********'s complaint regarding Order-K220625369.
  
  In order to resolve the matter we have issued a refund. We truly apologize for the inconvenience the matter has caused.
  
  Best ***************************** Advocate

• Initial Complaint

  Date:08/19/2022

  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.

  On 8/16/2022 at 2:37 AM someone went into my ulta account and changed my login info, my email and my password. I no longer can login to my account and I talked to ulta and they said that someone on their end made this mistake and that my rewards points are safe. Turns out my points are not safe and about **** of my rewards points were drained. Someone else has access to my account and Ulta has not had any sense of urgency to revert my account back to my email and login and remove the unauthorized user from my account. They neglected to tell me on 8/16 someone scheduled a pickup purchase on my account and used my points to buy products. I am fuming with anger that Ulta has been so careless and negligent to allow this to happen at my expense. They promised on 8/16 That there would be a resolution within 24 hours but there has not been a resolution. It has been 72+ hours and I refuse to make any transactions with this business until my account is recovered.

  

  Business Response

  Date: 08/26/2022

  Thanks for the opportunity to respond to ****************** complaint regarding her missing points and unauthorized account changes.

  
  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:08/18/2022

  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.

  Im filing the complaint since ulta confirmed they received my return package and its been weeks and ulta still didnt issue a refund. Id like full refund issued since I returned all the items in this order. Its been weeks and ulta still didnt issue a refund

  

  Business Response

  Date: 08/22/2022

  Thanks for the opportunity to respond to ******** in regards to their returned item. 
   
  In order to resolve the matter for ********, a refund was processed on 07/15/22 for the items received accordingly. At this time Ulta Beauty considers this matter closed. 
   
  Best ******************************* Advocate 

• Initial Complaint

  Date:08/17/2022

  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 placed an order on 08/17/22 in which the company had a promotion for a free gift with a $75 minimum purchase. I met that threshold and the company is refusing to honor the promotion or offer any alternative. This is deceptive and false advertising. I asked kindly if if could be retroactively added to my order or if theyd honor the current promotion for a different GWP for the same amount and theyre still refusing to do that.

  

  Business Response

  Date: 08/22/2022

  Thanks for the opportunity to respond to J R in regards to their gift with purchase related to their online order. 
   
  Our internal team has connected with the guest and confirmed the gift with purchase was not added to the cart at the time of the purchase, we are not able to add the gift to your order once the order has been submitted. Gift With Purchase offers are while supplies last and must be added prior to checkout. Upon review of your order receipt, the Gift With Purchase was not added to the order prior to checkout.
   
  Best ******************************* Advocate 

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17728379
  
  I am rejecting this response because:after the amount that ive spent with this company its sad that no alternative could be provided for being a loyal customer.
  
  Sincerely,
  
  J R

  

  Business Response

  Date: 09/03/2022

  Thanks again for the opportunity to respond to ********************** complaint regarding her missing gift with purchase. 
  
  We can confirm that the guest failed to add the gift with purchase into her cart which is the reason there was no gift with purchase included. At this time Ulta Beauty considers this matter closed. 
  
  Best ******************************* Advocate