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:07/26/2022

  Type:Customer Service 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 online on the morning on June 29th. I placed this order to specifically get the free gift being offered as I had been wanting to try the free gift products for quite some time so this was perfect. My order was delivered on the evening of July 1st around 7pm i believe. I had been home watching tv because it was too hot to go do anything (110+ degrees). So my delivery was made while i was home but the delivery driver did not ring my door **** so I had no idea this was delivered. By the time i noticed a box was on my pourch It had been sitting in the heat for a couple hours. My free gift consisted of 2 body butters which of course were completely melted. I was so upset and disappointed but I figured I would contact Ulta the next morning and they would make this right. On July 2 i talked to a rep named *******. Dealing with ******* was a complete joke. This chat needs to be reviewed as this was horrible... needless to say i asked for a manager and he asured me someone would be calling me back that same day... this never happened. I finally got an email from someone claiming to have called me on July 5th. This manager was usless also and lied to me stating she had attempted to call me. I spoke to herby phone on July 6 i think and she just made me more upset. I asked for her manager and from that point on i have yet to be assisted. I got another email from someone else who claims to have called me but I have ZERO voicemails from anyone at Ulta. I have responded back to these emails and have not received any kind of response since July 12th. This is the worst customer service in the ****** How is this even allowed? I still have issues and no one seems to care or want to asssist so I have taken this to the BBB where i know this will be passed to someone who will ensure my issues get solved and not just ignored.

  

  Business Response

  Date: 08/06/2022

  Thanks for the opportunity to respond to **************** complaint regarding her damaged items.

  
  In order to resolve the matter for ************ we have provided her with a gift card to cover the amount of the damaged items. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  Customer Answer

  Date: 08/10/2022

   
  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:07/25/2022

  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 placed an online order with Ulta on 7-21-22. I quickly realized that the wrong product had been ordered, so I went to Ulta online support to cancel the order the same night. I was told I cannot cancel the order and to refuse the order when it ships. Ulta immediately charged my card. I called Ulta the following day & was told again I cant cancel the order. On Monday Ulta sent an email saying the order has shipped with a tracking number for Fed Ex. The order number for Ulta is K219263137. Fed Ex tracking ********************. I contacted Fed Ex about refusing the order. Fed Ex said they cant do that because they do not have the package. The package still has not left Ulta, they have only made a label. They suggested calling Ulta again since the package has not left their facility. I did contact Ulta today & again I was told I cannot cancel the order despite the fact Fed Ex confirmed it is still at the Ulta facility. Ulta would not provide me with a projected shipping date so I can plan to try to refuse the package. At this point I involved Apple ************** ***** to file a dispute as well because Ulta had already charged my card. I have never dealt with a company that refused to allow cancellation of an order.

  

  Business Response

  Date: 08/04/2022

  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. We apologize for the inconvenience this has caused you.

   

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

  Customer Answer

  Date: 08/05/2022

   
  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:07/25/2022

  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 paid off my ulta credit card on March 10 2022 in the amount of 200$ which I was told would settle my account in full and then asked to close my account as well. Months later I received a text message asking if I need help making a payment online from ulta. I called and was told there was a balance of 2.31$ left on my account after I was told I paid it in full. This small balance accumulated late fees so the rep said she would credit it and remove it and close my account. Again today I just received another text asking about paying my ****. I called and spoke with a rep named **** who said theres nothing she can do for me and refused to transfer me to a manager. I would like my account put to zero balance and closed.

  

  Business Response

  Date: 08/04/2022

  Thanks for the opportunity to respond to ************************ complaint regarding an item purchased that damaged personal property. 
  
  In order to resolve the matter for ********************, she will need to reach out to Comenity directly since we are unable to assist with her credit card concerns. We apologize for the inconvenience this has caused you.
  
  Best ******************************* Advocate 

• Initial Complaint

  Date:07/25/2022

  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.

  Account was closed in error and Ulta call center personnel were very un knowledgeable and at times rude. I was never notified that account was being closed. I would like this investigated.

  

  Business Response

  Date: 08/04/2022

  Thanks for the opportunity to respond to **************************** complaint regarding an item purchased that damaged personal property. 
  
  In order to resolve the matter for ************************, she will need to reach out to Comenity which their contact info is noted on the back of the credit card. We truly apologize or the inconvenience the matter has caused. 

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

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17618484
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 08/06/2022

  Thanks for the opportunity to respond to **************************** complaint regarding an item purchased that damaged personal property. 
  
  In order to resolve the matter for ************************, she will need to reach out to Comenity which their contact info is noted on the back of the credit card. We truly apologize or the inconvenience the matter has caused. 
  Best ******************************* Advocate 

• Initial Complaint

  Date:07/24/2022

  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.

  On Thursday, 7/21, I contacted guest services about inaccurate inventory causing me to have placed two different orders where an item ended up later being out of stock. I requested both orders be cancelled, to which ****** said No problem! Your orders have been cancelled. I reached back out on Saturday because neither order had been cancelled, in fact I got an email telling me I still need to pick up my order. ****** then told me it was not possible to cancel the orders. When I asked why I was told before something different, I received no response. There is zero accountability being taken for the major inconvenience this has caused me, my points being tied up and two separate pending charges of $130 on my bank account. This has not been my first time having a bad experience with Ulta; in October ********************************************************************************************** it. The item had obviously been used and returned and then resold which is a huge health violation. I would like this to be made right.

  

  Business Response

  Date: 07/31/2022

  Thank you for the opportunity to respond to ************** complaint relating to her recent buy online, pick up in store orders.  
  
  To resolve this concern, the orders were canceled due to the pickup time frame expiring. We have been able to review the prior communications provided and address the opportunities.   
  
  Best ************************* Advocate

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17617568
  
  I am rejecting this response because:I do not feel that anything was done in order to make this issue right. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 08/04/2022

  ank you for the opportunity to respond to ************** complaint relating to her recent buy online, pick up in store orders.  
  
  To resolve this concern, the orders were canceled due to the pickup time frame expiring. We have been able to review the prior communications provided and address the opportunities.   
  
  Best Regards,
  Guest Service Advocate

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17617568
  
  I am rejecting this response because:the business is not taking accountability for their poor customer service. The orders were not cancelled by Ulta until a week after they claimed to have cancelled them, resulting in wasted time. Nothing has been done in order to make up for this error on their part.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/24/2022

  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.

  Im writing this letter and complaint as a very upset and disturb customer when I was in the ********************** store on 7/23/2022 located at **************************** in ****** ********. When I walked in the store there was a group of employees conversations going on and I walk over to the make up and started looking around. No one came over to ask if I needed help so a waited so finally I went to the counter and ask if I could get assistance over in the **** make up and she call someone to meet me over there. Well I waited for ***** min for help and no one came over. By that time I was disturbed and very upset. There was a gentleman that was helping a customer and the other workers was standing around talking. By that time I was OVER IT!!! I I went back over and picked out familiar make up that I use and then I walked over to a lady that was standing at this counter texting on her phone and I ask get if she could help me over here about some mascara and she said yes and proceed to show me the mascara she had buy one get one free and that was all good but she still never ask me about what I want to show and ask her. This was the worst and very unprofessional customer service I have ever experienced. I worked customer service for years and now being in the field Im in and working for the government and you deal with people on a regular I was so disappointed in this situation at this store and these employees. When I finally got to the register the cashier began to ask me Did you find everything you needed?. I look at her and said I did on my own and that Im very upset and disappointed with the service and I will be contacting someone.She was like Im so sorry about this. Well really shes not! This service was the worst and I spent $91.61 in the store to get this type of service?. I will never ever shop at this store location ever again the customer service was horrible and very unprofessional and I will make sure I will share my experience with the different make up artists I

  

  Business Response

  Date: 07/30/2022

  Thanks for the opportunity to respond to ********************** complaint regarding her recent in-store visit. 
  
  In order to resolve the matter for ****************** we have escalated this & someone will connect with her soon. We truly apologize or the inconvenience the matter has caused. 
  
  Best ******************************* Advocate 

• Initial Complaint

  Date:07/23/2022

  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.

  In May 2021 I went into Ulta to do an exchange of products. The cashier said it could be a refund... I had repurchased what I wanted online for pickup but realized I can't do a refund of the product I don't want as the **** giftcard used to purchase it was discarded by the cashier at the point of sale. She told me not to worry and that she could refund to my credit card. I said I didn't want any amount going to the giftcard I don't have. She says no problem. Well we obviously have a problem. She refuded to the giftcard. She ****** the manager over. Manager says shw has to complete the transaction to reverse the refund in her system. She was unable to void the transaction after completing it. She called someone foe help. They told her she can't void it and can give me a refund at her discretion. She opted not to. Told me to call customer service. I did 2x. They said I need the giftcard number to get a refund. Even after I explained that the Ulta cashier had thrown it away. They stole my birthday giftcard and offered no remorse or options to rectify their wrong. They should have record of my calls as all calls are recorded for quality purposes and they have to notate my account when I call so they should have that too. It's been too long I don't believe I have the refund that went wrong receipt any longer.

  

  Business Response

  Date: 07/30/2022

  Thanks for the opportunity to respond to ********************** complaint regarding her missing refund. 
  
  In order to resolve the matter for ****************** we have sent her a private message. We truly apologize or the inconvenience the matter has caused. 
  
  Best ******************************* Advocate 

• Initial Complaint

  Date:07/23/2022

  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 have been waiting for a refund for an item that almost set my home on fire for now going on two months. I was suppose to receive a check to the address I provided via email and over the phone and have been in contact with several employees to get it via email each time a new employee replies. I was promised this check would come by July 14 which it has not then I was told the 20. My complaints have not been escalated or taken seriously no one will confirm my address is correct or help me. I do not wish for any of my information to become public including this complaint.

  

  Business Response

  Date: 07/30/2022

  Thanks for the opportunity to respond to ****************** complaint regarding her missing refund.
  
  In order to resolve the matter for ************** we have sent her refund via overnight mail 7/29/22. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17616015
  
  I am rejecting this response because: they claim they sent me out an overnighted check but I never received it I attempted to have them confirm my address (for the second time now) and still have not received a response if they sent it to my correct address as my billing address is different and I dont know if they sent it there. I just want them to send me the money they owe me I have waited 2 months now, and whenever I reach out I never get a response. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/06/2022

  Thanks for the opportunity to respond to ************** complaint regarding her missing refund check.
  
  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: 08/08/2022

   
  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:07/22/2022

  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 06/27/22 I placed an order. When I finally received the order multiple items arrived broken, damaged, and wasted inside of the shipping box. I contacted the company, stating that I'm willing to return the damaged items for a refund. However, they want me to pay for shipping the damaged items back to them. Why should I have to pay for shipping back items that arrived damaged/broken?

  

  Business Response

  Date: 07/30/2022

  Thanks for the opportunity to respond to **************** complaint regarding her damaged 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 

• Initial Complaint

  Date:07/22/2022

  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 online with Ulta Beauty on July 11, 2022. The order number is K218328391. I received an email from Ulta Beauty stating the order was being shipped on July 12, 2022. I then received an email from LSO (Lone Star Overnight) stating that the order was signed and shipped on July 13, ****. I did not receive the package. I checked the address and it is correct however a package was not received or signed for at the address. I have contacted Ulta Beauty, Ulta guest services by email. I have received response from my emails from *************************************** ****************************** services has repetitively asked to verify shipping address. To date, July 22, 2022 the package has not been delivered. I have provided documents with this correspondence. Therefore, I would like Better Business Bureau to look into this matter. I would like Ulta Beauty to track this order. I would like to have my package that I ordered and paid for delivered to the address that is listed on the order. If you need further assistance, please contact me by phone or email. Thank you

  

  Business Response

  Date: 07/28/2022

  Thank you for the opportunity to respond to ************** complaint relating to her recent Ulta.com order
  
  To resolve this concern, we have reached out to ask for additional information relating to the order, so we are able to assist and review.  
  
  Best ************************* Advocate