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.

  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.

  4803 concord pike wilmington, DE 19803

• 

  ULTA Beauty

  12715 Citrus Park Drive Tampa, FL 33625

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:08/14/2022

  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 purchased several items at Ulta Beauty in **********. I chose to use a partial part of my rewards. When I checked the remaining amount, I was shorted approximately $40.00. I contacted the number provided on their website only to realize no one would help me understand the issue and where my funds disappeared to. The first person hung up on myself. The second call, I asked for a supervisor, but none were available. I asked for other means of communication and was told there was none and they could not release that information. I also requested a copy of the recorded conversation. I just would like my reward dollars to be put back on my account. I earned these dollars and I should be entitled to spend them. Not have them disappear without an answer. During the years, I have used them all at once as such, there was no notice of this happening prior. Now I feel a need to check through all my purchases to make sure no other discrepancies have incurred.

  

  Business Response

  Date: 08/15/2022

  Thanks for the opportunity to respond to ****************************** complaint regarding her Ultamate rewards points balance. 
  
  In order to resolve the matter for Ms. ***********, we have emailed her explaining the remaining balance on her account after her recent purchase on 08/13/22. At this time Ulta Beauty considers this matter closed.

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

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17715049
  
  I am rejecting this response because:
  
  Sincerely,

  *************************;
  Hello Roxy,
  Thank you for your response. My question then, is how can you have a balance of $145.50. Use the amount of $59.00 and ********** with the remaining balance of only $62.00? 
  I have attached the amount from my email just sent a few days prior. I would also assume that I would have made points on the new purchase that have been added to my account already thus adding to the previous amount. 
  Thank you,
  ****
  
  
  

  

  Business Response

  Date: 08/19/2022

  Thanks for the opportunity to respond to ****************************** complaint regarding her point balance. 
  
  In order to resolve the matter for **************************, we have escalated this further in order to assist further and confirm her information. 
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17715049
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  I have written and filed this complaint as I could not get a resolution from the company. I have asked only what is owed. I shop at Ulta and spend several thousands of dollars. When purchasing items, we as customers are to receive points based on these purchases to be used at a later date. I have questioned the discrepancy to my account and have only been met with delays from this company. Personally, if this is how I am being treated by the corporation, why should I shop at this establishment?  Should I always have to check where my dollars have gone? I would just like to know how $145 minus $55 is only $62?  How hard is it to correct the issue? Points are points earned. The dollar amount should always equal beginning amount, subtracted amount to total. How long do we have to go back and fourth? My time is valuable, isnt yours? 

  

  Business Response

  Date: 08/26/2022

  Thanks for the opportunity to respond to ****************************** complaint regarding her points.
  
  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:08/13/2022

  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 8/11/2021, I went to the Ulta located at *****************. in ******* ** For a haircut and blonde highlights. The highlights were more like lowlights. I had explained what I wanted to the stylist and she even showed me a picture of what she recommended. The end result was nothing like the picture. When I told her that the I did not see the blonde she said it would take time to get use to the new color. Again I told her I didnt like how dark it was. The service manager came over and I explained the same to him. He said he understood that the highlights were not as bright as I wanted. Their solution was to remove the toner with a clarifying shampoo. I now have dry brittle hair that feels like straw and my scalp ***** and itches. I paid $306.00 so I expect professional quality service.I contacted the stylist about my scalp burning and itching and dry hair All she had to say was Im sorry your scalp *****. I would not do anything to your hair for a few days to give it rest nothing about the dry hair. I expected an offer to go in for a deep conditioning treatment. I believe I deserve at the very least a partial refund. If the burning and itching continues I will have to see a dermatologist which will cost me more money

  

  Business Response

  Date: 08/13/2022

  Thanks for the opportunity to respond to Ms. ********* complaint regarding her recent salon service.
  
  In order to resolve the matter a management member will be reaching out to Ms. *******. We truly apologize for the inconvenience the matter has caused.
  
  Best ***************************** Advocate
  
  
  

• Initial Complaint

  Date:08/12/2022

  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.

  today I was in the ulta store and was profiled and harassed by lost prevention and was told i was scum i went to the store to make myself feel better and left crying and suicidal i want the supervisor at ulta store in the ************* in orange county ** to be evaluated she is threating and abusive what i went through today is unexpectable !!!!

  

  Business Response

  Date: 08/15/2022

  Thanks for the opportunity to respond to Ms. Fall's in regards to her recent Ulta Beauty store visit.
   
  In order to resolve the matter for Ms. ****** we have escalated this further & someone will connect with her soon. We apologize for the inconvenience this has caused you.
   
  Best ******************************* Advocate 

• Initial Complaint

  Date:08/09/2022

  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.

  Date of Transaction: 07/28/22 Amount: $172.00 Location: ****************************************************************** I went to Ulta Beauty on 07/28/22 located in **********, ** to get my blonde highlights done. I had already had an extensive hair color consultation with stylist ***** on 07/26/22. I offered to show her a picture and she said she knew exactly what I wanted. After, she was done with my highlights on 07/28/22 I told her that I do not like it. I was upset that after 3 1/2 hrs that it took her to do my hair that it looked like she had done nothing to my hair. I spoke with Manager ***** who ***** had told me that they have been best friends for the past 15 years. I had not realized that the stylist was standing there. I told the Manager that I really do not like it that it didnt look like she had done anything to my hair. I told her its ugly and I hate it. Manager ***** said no its beautiful its not ugly. She said that is uncalled for. The manger told stylist ***** to walk away. I told her its not the look that I was going for. She had me wait 30 minutes for another stylist ***** who she said was going to fix it. Just to tell me it will be another 1 1/2. I came back and showed pictures of exactly what I wanted, and even though the picture said it was highlights l she said that its not, and wanted to charge me $84.00 per hr and said it could take 8 hrs to do it. I said I cant afford it. I asked if she could do the blonde highlight color as similar as she could to the picture. It took another 3 1/2 hrs for her to do my hair. I was there for 8 hrs that day. Stylist ***** I realized after I put my hair up missed the entire top of my head when she did the *************** looked nothing like the pictures I showed her. The Manager ***** called me today to tell me that she cant force her stylists to do something that they dont want to do. She said they will not service me again.

  

  Business Response

  Date: 08/12/2022

  Thanks for the opportunity to respond to ******************** complaint regarding her salon service.
  
  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: 08/15/2022

   
  Complaint: 17695647
  
  I am rejecting this response because: the business never contacted me to resolve this complaint.
  
  Sincerely,
  
  ****************************

  

  Business Response

  Date: 08/19/2022

  Thanks for the opportunity to respond to ******************** complaint regarding her refund for a salon service.
   
  In order to resolve the matter for **************** we have issued the guest a check as a refund for her salon service. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

• Initial Complaint

  Date:08/06/2022

  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.

  On 7/22/2022 I was going to make a Ulta order online when I received a message telling me to verify my payment method. I thought that was odd since I have been using the same card for years so I put my security code in and still was not able to place an order. I call customer service and they tell me that my account is locked due to multiple identities and payment methods which made no sense at all since the only payment method I had saved was my own personal debit card. This has been ongoing now and the only thing customer service has told me to do is to shop in store or create a new profile and just lose all my points which I have worked very hard to earn. And I have made one purchase in store and was confused as to how Id be able to shop in store but not online. I have sent multiple emails trying to get this resolved and no one has made an effort to try and help me out. I get the standard cut and paste email from Ulta apologizing for the inconvenience and telling me they will look further into it just to receive another email saying I am no longer able to make online purchases which leads me back to calling customer service and the same cycle being repeated. I hope that someone is able to help me out considering I have spent thousands of dollars at Ulta and I am a Diamond member. I missed out on great deals online because of this issue and it is so frustrating I thought customer service would be able to help me out but they obviously dont care to and at this point I have no idea what else to do. I have even tried reaching out on Ultas Instagram and they sent the exact same copy and paste emails that I have been receiving for over 2 weeks now. Ive spoken to over 10 different customer service employees and they have all said my situation would be escalated and to wait 5-7 business days for an email but no one has helped me out or given me a clear path to a resolution.

  

  Business Response

  Date: 08/12/2022

  Thanks for the opportunity to respond to ****************************** complaint regarding her concern placing online orders. 
   
  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 

  Customer Answer

  Date: 08/16/2022

   
  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:08/06/2022

  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.

  The business would not return my money. It is not posted anywhere if you use cash or debit ...no cash refunds only in store credits. My product was not right, I wanted a refund. She said NO only an in-store credit. If I used a credit card she could credit me. But because I used a debit card only a credit. That is noy posted ANYWHERE in store. I have policy on the back of my receipt and it says no such thing. Ulta would not credit my card, give me cash, or send a check.. They are MAKING me spend money in their store. Policy is not posted. I would **** a refund not a store credit.

  

  Business Response

  Date: 08/12/2022

  Thanks for the opportunity to respond to ******************' complaint regarding her return issue.
  
  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: 08/15/2022

   
  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:08/05/2022

  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.

  I had ordered some items from UltaBeauty worth $300. It showed it was delivered but when I went to check it, there was no package. I contacted them, they said they will reship it. And then again they said they have to escalate the issue. When they reached back to me, they are saying they cannot reship the order or refund me. I never received any packages from them, and now I am at loss of $300.

  

  Business Response

  Date: 08/10/2022

  Thanks for the opportunity to respond to guest ********************************* complaint regarding Order-K219950968. 
  
  In order to resolve the matter we have issued a replacement. We truly apologize for the inconvenience the matter has caused.
  
  Best ***************************** Advocate

• Initial Complaint

  Date:08/05/2022

  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.

  Daughter ***************************** purchased ******************************* Good Girl 2.7. She was also to receive the gift bag with samples and added deluxe mini. When package arrived and was opened all but the boxed fragrance were there. Only the delux mini and gift bag of samples. When she called she was told it was weighed and shipped at the right weight. She was also told she received it. No she did not. She asked for a refund. They told her she would need to return the boxed product. That is kind of hard when it wasnt sent. NO REFUND,NO PRODUCT, she is left paying on a Ulta card for a purchase that she has never been able to enjoy. She and I went in on this purchase and it is a treat to spoil yourself once and awhile. Mindful of this she chose your company to buy from. Big mistake. Being accused of fraud and trying to scam Ulta was a huge slap in this young ************ womans face. She has pictures of the box, packaging, and received items. She has correspondence text from your **************************** As someone who retired from Cosmetics and Beauty management Im disappointed. Clinique, House of **********************, ********************** I worked for them all over the years. I have never ever had or would have allowed a client/customer to be treated in such a manner. ********************** have definitely lost their good reputation. I will be happy to give her information upon request. Regards,Another Lost Longtime Client and Referral

  

  Business Response

  Date: 08/18/2022

  Thank you for the opportunity to respond to ********************** complaint relating to her daughter's Ulta.com order.
  
  To resolve the concern, we have reached out to ask for additional information to allow us to investigate the

  concerns further. 
  Best ************************* Advocate

• Initial Complaint

  Date:08/02/2022

  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 was in Ulta beauty and at the register they offered me a credit card. I applied. I was approved. And I use the card that day figuring I would pay it off. I have not received the card or the contact info. I went into the store to see if I could pay my credit card in the store and they said they didnt have the ability to do that. I asked for the phone number finally I got a manager and got a phone number. The phone line was dead. I did more research I got a different phone number they said theres two Ulta beauty cards but I have the other one. so I have not been able to pay my **** and Im afraid its gonna damage my credit. I have waited for something in the mail and havent seen anything. Im upset and frustrated and I think there should be a resolution but my local Ulta beauty doesnt have one.

  

  Business Response

  Date: 08/10/2022

  Thanks for the opportunity to respond to ******************** complaint regarding her credit card billing.
  
  In order to resolve the matter for ****************, she will need to directly connect with Comenity as we do not have capability of adjusting these type of requests. We apologize for the inconvenience this has caused you.

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

• Initial Complaint

  Date:07/31/2022

  Type:Order 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 balance was paid in full on 05/12/2022, which is the due date in the amount of $30.37. I paid it by phone through the automated system. They are charging me a late fee and interest which is accruing every month and they are saying that I owe $145.45. I had closed my account on June 12, 2022, but they keep sending me these statements with fraudulent fees. Please help me to resolve this problem because I was unable to solve it myself, the customer service representative hung up on me when I called. I didn't get her name or operator number.

  

  Business Response

  Date: 08/10/2022

  Thanks for the opportunity to respond to ******************** complaint regarding her credit card charges. 
   
  In order to resolve the matter for ******************, she will need to connect directly with the Comenity team. We apologize for the inconvenience this has caused you.
   
  Best ******************************* Advocate