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

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  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:07/19/2022

  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 completed an order from this company and received an email saying that my order was shipped. Over a week has gone by and my order still has not been picked up by the carrier. I reached out to the company to inquire about why my order is showing as shipped but it has not left their facility. The unhelpful "customer service" rep told me they couldn't do anything for my until after 8 days. I was simply asking a question and they couldn't accommodate because it wasn't within their time period to answer questions about their shady business practices. I should have never received an email stating that my order was shipped if it hasn't left their warehouse. This is unacceptable.

  

  Business Response

  Date: 07/22/2022

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

  
  In order to resolve the matter for ************** ****, a refund was processed in full. We truly apologize or the inconvenience the matter has caused. 
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 07/26/2022

   
  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:07/19/2022

  Type:Billing 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 been trying to make a payment since last week. As of July 17th, the payment is past due. When I try to go to Ulta website, which redirects me to ********************** I type in my username and password. They say account is closed. Then I change my password so I can possibly see my account because I HAVE to make a payment, it finally shows my account. Then when I try to make a payment, and it asked for my banking info. Which they already have, but I re-enter anyway. Then when I do so, it says to select bank account but doesn't give me the option. It's so confusing and I will be charged a late fee now. I have called customer service numerous times with no one to answer me. I have sent messages on the website as well, no answer. This is very poor business and I will never deal with Ulta again. All I have done is attempt to pay what I owe and can't do so. Thank you!

  

  Business Response

  Date: 07/28/2022

  Thank you for the opportunity to respond to Ms. **** complaint relating to her Ultamate Rewards credit account.
  
  To resolve this concern, we have reached out to connect and advise Comenity team has been working around the clock to restore service,customers can check their balance, make a payment and service their account by calling the number on the back of their Ulta Beauty credit card or statement and using Comenitys Automated Voice Response System. We have also asked for Comenity to reach out to Ms. ****.
  
  Best ************************* Advocate

• Initial Complaint

  Date:07/18/2022

  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 for two items in June 28 2022 off the Ulta.com website.The **** for the items was $704.43 tracking number 1ZA974Y70367347172.I recieved a shipment on Wednesday July 6 2022 at 5:11 PM Pacific Time.As soon as I received my package I opened it and realized the box was filled with miscellaneous products I did not order.Nothing that I ordered was in the box the box did not contain a packaging slip.I called Ulta **************** immediately even before I received an email from *** that my order had been received.I spoke to someone named ****** who asked me to email him photos of what the box contained. ****** said his company would be contacting me after analyzing the issue.I asked for a timeline or the process of the issue.****** said he did not know when the company would contact me but they would.This did not sit well with me so I called back the next day July 7 at 10:30AM.On July 7 the woman I spoke to me told me the same thing.She said my issue was being reviewed and the company would contact me within a ***** hour window.I asked if they worked weekends because it would affect response times and she verified that they worked Saturday and Sunday. After waiting 96 hours I realized the company was not going to get a hold of me so I called customer service again on July 11 at ********** Monday I spoke to ***** who told me issue had been resolved. The company decided that because the weight limit was met they were not going to do anything about it. Yet nobody decided to contact me to let me know.***** said she would reopen the case and personally contact me within 24 hours. She did not. She also transferred me to the credit card company, whoever ***** had transferred my call to hung up on me.That same day July 11 I decided to call ********************* as I had paid using Ultas credit card.I filed a claim so I would not have to pay $705 for items I did not receive and they told me I woud hear back from the credit card company within a 3-5 day window.***

  

  Business Response

  Date: 07/27/2022

  Thank you for the opportunity to respond to **************** complaint relating to a recent Ulta.com order.
  
  To resolve this concern, we have reached out directly to ask for additional information to assist with our review as a refund in store was received for the order.
  
  Best ************************* Advocate

• Initial Complaint

  Date:07/16/2022

  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 mastercard from comenity bank that provides points for purchases that are then redeemable at ulta stores or online.my july billing statement was close to $8000 yet my Ulta rewards account shows points awarded based on a billing amount of just $1150. This happened once before and it was a nightmare to resolve bc Ulta customer service can only see the amount shown on the rewards account whereas ulta mastercard can only see the billing transactions. Last time i went though multiple people and calls to resolve and think it is unfair to put the burden on me to get the ulta company to talk with the mastercard provider and get this corrected. In addition i tried calling ulta mastercard 3 different times today and gave up after being on hold for over 15 minutes each time! i finally got through to someone at nearly 11pm only to be told their systems were undergoing an upgrade and they couldn't access my account nor could they tell me when the upgrade would be complete i should just " check back at a later time" which is completely unacceptable way to run a credit card business.So i am currently missing about $7000 in charges which would equate to several hundred dollars of credit to spend at Ulta. there is clearly an issue with their systems not synching with each other and i am sure i am not the only customer affected. i was willing to write off the first occurrence as an exception but now that it has reoccurred i feel it must be a wider problem.i would be happy to provide a copy of my july billing statement vs the billing amount that showed up on the ulta rewards account if that would be helpful. i appreciate anything you can do to get them to proactively address this in a timely manner.sincerely ***************************

  

  Business Response

  Date: 07/24/2022

  Thank you for the opportunity to respond to Ms. ******** complaint relating to her Ultamate Reward account.
  
  To resolve this concern, we have connected with ****************** directly and are investigating to understand what occurred and correct as needed to rectify.
  
  Best ************************* Advocate

• Initial Complaint

  Date:07/15/2022

  Type:Product 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.

  RE: ************************ Edition Gift Set (SKU:2563168.) purchased from ULTA.com on 6/18/2022. Order# K181485191 Price $399.99 + ******** Tax Exactly one year after purchasing this Dyson hairdryer it stopped working due to overheating. I contacted **************** at **************************, they told me I should go to a Ulta Beauty store and return it. I no longer had the receipt from Ulta.com. They advised me to bring a printout of my order from their website, which I did. I visited with a manager at the ******** ** store. At first she said she could give me my return, however, because it was purchased just over a year ago, they could not locate the order # in their system. She then told me to try cleaning the filter which I already did based on Dyson's website instructional video. She then stated, "that's what I tell all the customers with Dyson's that stopped working, they usually haven't cleaned the filter". Upon hearing this, I researched reviews on ********* it appears this is a known issue with Dyson dryers. Many customers complain of their Dyson just shutting down and never working again (even stated on Dyson's Instagram). Why would Ulta Beauty sell this product to unknowing customers and then refuse to refund the $$$? Sounds like a scam to me.Additionally, the manager in the ******** store told me to call **************** at ************************** again and request them to send me my receipt, then she would give me my return. I followed her advice, but then was told they don't keep online receipts over a year. I have spent thousands of dollars at Ulta over the years, and I want a refund for a product they sold which is a known "LEMON".How is it possible they can't keep their receipts more than a year? What if they get audited? Aren't they required to keep records for 7 years? They can view my purchase on their website, why do I need an actual receipt to return it to a store?I then called Ulta.com CS several more times and was told I cannot to speak to a manager!

  

  Business Response

  Date: 07/23/2022

  Thanks for the opportunity to respond to ********************** complaint regarding her broken Dyson hair dryer.
   
  In order to resolve the matter for ****************** we have provided the guest a gift card for the value of the Dyson plus tax. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 07/25/2022

   
  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.

  Please have the business provide the method by which I will receive my gift card (i.e. - email, postal mail, credited to my Ulta.com account?)

  
  
  Sincerely,
  
  *************************

• 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,
  
  *******************************