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 Salon Cosmetics & Fragrance, Inc.

  5410 Pacific Ave Stockton, CA 95207

• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  3591 N. Freeway Blvd Sacramento, CA 95834

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:07/14/2022

  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 ordered perfume online on the Ulta website on 7-07-22. I tracked the box around 3:00 on 7-9-22 and tracking said it was delivered by Ontrac at 1:16pm and left by our mailboxes. Our mailboxes are not near our house but located on a busy street so I rushed down there and the package was not in the mailbox nor anywhere around the area. All other delivery companies drop off packages at our house which is located up the driveway (not at the mailboxes down on the busy street).I immediately called Ulta to tell them the box is not there and told them that it was negligence for Ontrac to leave the box in that area! Ulta said they escalated the problem and would call or email with in 24 hours. They never did either. I gave them another day so I called Monday. While on hold for an hour I decided to text, and message with no responses from Ulta so I continued to hold and finally they answered after 2 hours of waiting. They said they'd personally make sure to follow up the next morning with an update which they did. I was told several times by email that Ontrac delivered the box and hopefully it turns up. They cannot refund or resend the perfume.

  

  Business Response

  Date: 07/23/2022

  Thanks for the opportunity to respond to ************************** complaint regarding her delivered not received order.
   
  In order to resolve the matter for ********************** we have provided a reship that was delivered on 7/18/22. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 07/27/2022

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

• Initial Complaint

  Date:07/14/2022

  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 went to get a cut and highlights at Ulta in Oakridge, ** on 7-18-2022. I told the stylist what I wanted and when she started to dry it I told her it was not what I wanted so she put another toner on it. It still wasnt correct so she toned it again. Barely cut it and I left because I had been there 5 hours. They charged me $174.00 and I walked out with nothing I wanted and my hair was dead. When I wash my hair it feels like straw. I put lots of cream rinse on it but it doesnt help. All I expected was to at least discount it since it was not at all what I wanted. The girl up front ask me if I wanted to leave a tip and I told her no because I was not happy, the manager was up there and heard me and ignored me. I feel they need to refund me part of my money. I am sick because my hair is thin and baby fine. Please help me??? I dont have the receipt but they have me on file because I paid with my debit card.

  

  Business Response

  Date: 07/23/2022

  Thanks for the opportunity to respond to ********************** complaint regarding her salon visit.
  
  In order to resolve the matter for ****************** we have reached out to the store salon and will resolve with the guest via private message. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

• Initial Complaint

  Date:07/13/2022

  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.

  Order #: K217252233 I didnt receive below items in this order after receiving the package and would like refund for it. If not Im more than willing to take this matter further and report this to consumer agency and general attorney of New York ImageBEAUTY BAKERIE Organic Blending Eggs Item#: ******* PRICE $18.00 QTY 1 TOTAL SACHEU We Occlusive Overnight Moisturizer Item#: ******* SACHEU Facial Roller Stainless Steel Item#: ******* BABY FOOT Original Exfoliant Foot Peel for Men Item#: ******* SHISEIDO Ultimate Sun Protection Lotion Broad Spectrum SPF 50+ WetForce for Sensitive Skin and Children Item#: ******* PEACH SLICES Deep Blemish Microdarts Item#: ******* STATUS Shipped QTY 2 TOTAL $17.98 BIOR Deep Cleansing Charcoal Pore Strips 18ct Nose Item#: ******* LOOPS Variety Loop Face Mask Set Item#: ******* Regarding biore nose I didnt receive all 5 And loops beauty I didn't receive 2 And Baby foot I didn't receive 2 of them

  

  Business Response

  Date: 07/16/2022

  Thanks for the opportunity to respond to Ms. **** complaint regarding the missing items in her order.

  
  In order to resolve the matter for Ms. ** we have provided a refund to her original form of payment. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

• Initial Complaint

  Date:07/12/2022

  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.

  On 7/5/22 I received an email from Ulta saying that my package was going to be delivered through the carrier lasership I immediately called ulta and I requested that they change the carrier because they steal packages We have had issues with lasership numerous times for this exact reason. They refused to change the carrier even after explaining how that carrier has reviews & proof of them stealing packages. On 7/6 it was delivered. Order #K217951134. I ordered $181.58 worth of merchandise. I have contacted Ulta between ***** times within the past week over phone, being escalated, the app chat, emails and so on. The package was delivered on 7/6 with a photo, but on my security footage, the package was placed on my porch, scanned and then the driver of lasership picked the package up and put it back in the delivery vehicle., but when I spoke with Ulta again this morning, they stated that they had proof of delivery (which I have as well) and Ulta will not reship or refund even though my package is stolen. I even contacted the carrier, lasership And I spoke with the operations manager, *****. He confirmed that the delivery vehicles do not have cameras to show the driver stealing the package. Ulta is not providing a resolution to this serious issue. I have tried to contact them countless times with kindness and patience. They are refusing to re-ship or refund. They are very rude and condescending. The tracking number is 1LSCY2Z02660283 for Lasership. After speaking with ***** with Lasership he apologized and said to contact the merchant again, yet they are still not offering a refund for my stolen package. Ulta has not tried to resolve this very serious problem and I would like a resolution in the form of refund due to how much I have done and called, emailed, waited, contacted the carrier, contacted the merchant Ulta numerous times as stated above. I need a refund from the merchant in the total amount of $181.58. I told them I would file a complaint BBB. Thank you!!

  

  Business Response

  Date: 07/13/2022

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

  
  In order to resolve the matter for ******************** we have processed a refund in full & sent her a private message confirming the amount that was refunded. We truly apologize or the inconvenience the matter has caused. 
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 07/16/2022

   
  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:07/12/2022

  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 made an order online on 6/24 and tracking shows it was delivered but I was home all day and it never was delivered. I contacted Ulta multiple times and was told they would do an investigation and follow up. I have emailed multiple times asking for an update and kept getting the same response apologizing for the inconvenience and telling me they would follow up. My last 2 emails have went ignored. I've been waiting for 2 weeks for the follow up they told me they would do. My order number is K217208182. I shouldnt have to pay for something that was never received. I did contact the shipping company and was told this didn't qualify for a claim because the shipper did not insure the package or require a signature. I just wanted the items I paid for but Ulta has taken my money and disappeared without delivering what I paid for. If the shipping company misdelivered or lost this, that falls on Ulta because they chose the shipping company and should be responsible for making sure I get what I paid them for. **************** has been nonexistent.

  

  Business Response

  Date: 07/16/2022

  Thanks for the opportunity to respond to ************** complaint regarding Order-K217208182. 
  
  In order to resolve the matter we will be reaching out to the guest to offer a refund/reship.  We truly apologize for the inconvenience the matter has caused.
  
  Best ***************************** Advocate

  Customer Answer

  Date: 07/18/2022

   
  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 if a replacment order is sent. As of now, no one has reached out to me to offer a replacement or refund as stated but I would prefer a replacement order. Thank you.
  
  Sincerely,
  
  M ***

• Initial Complaint

  Date:07/11/2022

  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 recently went to return/exchange a foundation that I bought that was tooo dark for my complexion. I went in to specifically be color matched for the correct color and spent over an hour in the store being color matched by someone who is clearly not capable of trained to match people of color skin, it was a very painful experience because as a woman of color entering a beauty space that is predominantly white, I did not expect to get the best treatment or matching and thats was exactly what happened, I got matched to a light color that did not blend and that caked on my skin. But it was the color I was matched to and they told I couldnt chose another brand in the same price point but better color arrangement because it was an exchange. I ended up leaving with a color that doesnt match me at all, and an experience of them just giving me whatever after undermining me the entire time: Im now stuck with a $33 foundation that I will never use because it doesnt match my face, going into a store and trying to get another exchange is way too traumatic and embarrassing because the customer service doesnt card about helping or way too busy with other clients, I called the customer care and they advised, oh just go to another Ulta.. we cant help with in store experiences! I just spent an afternoon getting mattched, I really dont think I want to re-experience that at another Ulta beauty across the town wasting gas and money in a recession, I just want a credit to buy a brand that has a wider variety of shades for my skin tone. Thanks Ulta

  

  Business Response

  Date: 07/20/2022

  Thank you for the opportunity to respond to Ms. ******** complaint relating to a recent Ulta Beauty in-store visit.
  
  To resolve this concern, a member of the store leadership team has reached out directly to discuss the experience and address the concerns noted by *****************.
  
  Best ************************* Advocate

  Customer Answer

  Date: 07/21/2022

   
  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:07/11/2022

  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 online uses a last mile delivery service called LaserShip. LaserShip does not require proof of delivery. Without proof of delivery, Ulta sends packages that a delivery driver can **** delivered without proof. If the package doesnt arrive, and the customer calls ********************** to find out where the package is with LaserShip, they are told that if it is marked delivered, and that there is nothing that ULTA can do to i) find the package, ii) contact the delivery service or iii) refund the missing purchase. None of those options were given to me. I was told to eat the cost of over $200 worth of product. It is the most unfair way to treat a customer not to mention reckless and deceptive trade practice. I suggest that ULTA stop using LaserShip, and instead use a service that requires proof of delivery, like ********** or *****

  

  Business Response

  Date: 07/13/2022

  Thanks for the opportunity to respond to ****************** complaint regarding Order-K218040404.
  
  In order to resolve the matter we have offered a refund or reship. We truly apologize for the inconvenience the matter has caused.
  
  Best ***************************** Advocate

  

  Business Response

  Date: 07/30/2022

  Thanks for the opportunity to respond to ****************** complaint regarding her frustration with our shipping carriers. 
  
  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:07/10/2022

  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 have gone to this store multiple times in the last week because of employee error. I first went in to purchase a product for a free gift. Then their system was down and they were unable to process a credit card so i had to come back when i came back the next day then there was no more free gift. Then I signed up for my account online and was told that i needed to go into the store to change my email and phone number and link with my account number after i called the online phone number then i went into the store and they told me i needed to call the number and they couldn't help me then i went home and called the numberr and they told me i needed to go back into the store again to finish setting up my account. I went back and forth and back and forth and no remedy was made except wasting money. time and gas and s******* me out of my free gift that was available the day that i came in. To go back and forth and be told multiple times by employees the incorrect information and no attempt to be made to credit my account for the mistake and wrongful communication on all employees parts and then not to be able to pick up my free gift with purchase after 6 times to the **** store in less then 2 weeeks is ridiculous considering that I have been a customer since ****. the fact that nothing was offered to me by way of all thier mistakes and me wasting so much gas needs to be addressed. I feel i am owed something for my time and trouble and the employees giving incorrect information and lying the whole time. I expect to be treated better as a customer, especially one having to go through this c*** repeatedly and then losing out on the free gift. If something could be given by way of credit to my account in leu of the free gift being available then not due to employee error then me having to repeatedly go back to change my email and number and being told can't in store then can't on line then cant through the phone. please issue a promo credit or gift for errors.

  

  Business Response

  Date: 07/23/2022

  Thanks for the opportunity to respond to ******************** complaint regarding her experience with her loyalty account.
  
  In order to resolve the matter for **************** we have reached out to the guest via private message. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate