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: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