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.

  5410 Pacific Ave Stockton, CA 95207

• 

  Ulta Salon, Cosmetics & Fragrance, Inc.

  4803 concord pike wilmington, DE 19803

• 

  ULTA Beauty

  5953 Wesley Grove Blvd Wesley Chapel, FL 33544-8411

• 

  Ulta Beauty

  257 Robert C Daniel Jr Pkwy Augusta, GA 30909-0801

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:06/18/2025

  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.

  Hello,I am writing regarding my recent order placed on June 13th (Order #M168769644). Upon opening the package, I discovered that none of the items I received were what I actually ordered.I immediately contacted Ulta customer service and escalated the issue to a supervisor, who confirmed that incorrect items were sent and assured me I would receive a refund confirmation email within 2448 hours. It has now been over 48 hours, and I have received no such confirmation. I followed up again and was told to wait an additional 4872 hours, which is completely *************** this point, I have done everything asked of meincluding providing photo evidenceand yet I am still left with no resolution. This experience has been incredibly frustrating and unprofessional. I should not have to continue chasing down a refund for Ultas mistake.I am formally requesting that this issue be resolved immediately. I expect either:A full and prompt refund, which is my preference, or A correct reshipment of the items I originally ordered.Please confirm by the end of the business day when my refund will be issued. If I do not receive a timely response or resolution, I will be forced to escalate this further.Thank you,*****

  

  Business Response

  Date: 06/20/2025

  Thanks for the opportunity to
  respond to Korri Barton's complaint regarding their order issue.
  
  In order to resolve the matter for Korri we have partnered with our internal team to investigate the incorrect order issue and completed outreach to the guest directly. We truly apologize for the inconvenience the matter has
  caused. 
  
  Best Regards, 
  Guest Service Advocate

  Customer Answer

  Date: 06/23/2025

   
  
  Complaint: 23484774
  
  
  
  I am rejecting this response because:
  
  
  I have received no communication from this said internal team. Every one keeps mentioning the internal team. I still have no refund and no items. why can’t this be resolved? I’ve sent multiple photos, etc 
  
  
  Sincerely,
  
  
  
  Korri Barton

  

  Business Response

  Date: 06/25/2025

  Thanks for the opportunity to respond to Korri Barton's complaint regarding receiving the incorrect order.
   
  In order to resolve the matter for Korri we have issued a refund for the incorrect order and completed outreach to the guest directly. We truly apologize for the inconvenience the matter has caused. 
   
  Best Regards, 
  Guest Service Advocate

  Customer Answer

  Date: 06/26/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23484774, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Korri Barton

• Initial Complaint

  Date:06/18/2025

  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.

  On June 6, 2025, I attempted to purchase a product from Ulta after seeing a promotional price listed via ****** Shopping. When I clicked through to **************************, the price was higher than advertised. I took screenshots to document the discrepancy.I contacted Ulta customer service and was escalated to a supervisor, **** **********. Instead of acknowledging or investigating the pricing issue, I was told repeatedly that Ulta has no control over what appears on ****** Shopping. This is inaccurate. As someone who works in the digital commerce industry, I know that Ulta manages its product feed through ****** Merchant Center, which controls pricing and availability data shown on third-party platforms.The responses I received were generic, templated, and dismissive. At no point did the supervisor take ownership of the concern or offer a resolution. Because the situation raised broader concerns about misinformation and lack of accountability, I contacted Ultas executive team (***** ******* and **** *****) directly via email on June 6 and followed up again on June 13. I have not received any response or acknowledgment to date.This is not just a poor customer service interaction. It reflects a breakdown in Ultas digital operations and how it handles consumer-facing pricing discrepancies. If promotional prices are shown externally and Ulta refuses to honor them while blaming third parties, that crosses into misleading and unethical behavior.Desired Resolution:A written acknowledgment of my complaint and explanation of Ultas pricing data management practices A review of how Ulta trains customer service and supervisory staff regarding digital pricing and third-party listings Assurance that misleading or inaccurate pricing practices will be corrected to protect other consumers I have retained screenshots documenting the price discrepancy and am happy to provide them if needed.

  

  Business Response

  Date: 06/19/2025

  Thanks for the opportunity to respond to P Talevski's complaint regarding the promotion they saw on Google Shopping for OSEA products on Ulta.com.
   
  In order to resolve the matter for P Talevski we have escalated this concern to our internal partners who noted this promotion was not being offered by Ulta Beauty. As the sales price was not part of an Ulta Beauty promotion, we are unable to offer the sales price for these items. We truly apologize for the inconvenience the matter has caused. 
   
  Best Regards, 
  Guest Service Advocate

• Initial Complaint

  Date:06/17/2025

  Type:Sales and Advertising 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 woke to an email confirmation for an order that was placed on ************************** that was not made by me. Not only had the person placed an order and used $50 of the $64 in points that i had but they also changed all of my personal information so that i am not allowed to access my own account. ********************** has failed tremendously and when i called about the issue i was only told that it would be escalated and i have heard nothing since. The order was sent to an address in ******* when i have never lived anywhere or had any deliveries any place other than *****, *******.

  

  Business Response

  Date: 06/18/2025

  Thanks for the opportunity to respond to Carissa Conley's complaint regarding her account concern.
   
  In order to resolve the matter for Carissa we have restored her account information, returned her points and sent a password reset. We truly apologize for the inconvenience the matter has caused. 
   
  Best Regards, 
  Guest Service Advocate

• Initial Complaint

  Date:06/16/2025

  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.

  being blocked from ordering, potentially due to a previous issue or policy violation but havent done anything wrong at least that i know , being a loyal customer for many years the past 2 months havent been able to place an order online and i tried all possible options that i could think off and still cant place an online order and i believe that i been blocked , ulta beauty doesnt treat their customers right , i might not be able to use my account perhaps but would like to file a complain that someone should make this right and this or anyone shouldnt go thru or wont happened to any other customer . thank you

  

  Business Response

  Date: 06/18/2025

  Thanks for the opportunity to respond to Armando Shtembari's complaint regarding the error they have been receiving which has prevented check out on Ulta.com.
   
  In order to resolve the matter for Armando Shtembari we have followed up with Armando Shtembari via email to provide troubleshooting steps for this concern. We truly apologize for the inconvenience the matter has caused. 
   
  Best Regards, 
  Guest Service Advocate

• Initial Complaint

  Date:06/16/2025

  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 was having issues placing orders online. Their guest services advised that because of a $60 chargeback made in 2023 I can no longer place orders online. I never did a chargeback, and was never notified that this was an issue. They do not state anywhere that chargebacks would result in inability to place orders online either.

  

  Business Response

  Date: 06/18/2025

  Thanks for the opportunity to respond to Justine Ramirez's complaint regarding their concerns with no longer being able to place orders on Ulta.com.
   
  In order to resolve the matter for Justine Ramirez we have escalated this concern to our internal teams and once we have an update, we will follow up with Justine Ramirez directly via email. We truly apologize for the inconvenience the matter has caused. 
   
  Best Regards, 
  Guest Service Advocate

  Customer Answer

  Date: 06/20/2025

   
  
  Complaint: 23475963
  
  
  
  I am rejecting this response because:
  
  
  Business reached out via email however did not address any of my questions via email asking for proof of this incident, nor did they offer a resolution. All they said was basically we reserve the right to do whatever we want. I got a generic auto response, and it was not escalated further.

  
  
  Sincerely,
  
  
  
  Justine Ramirez

  

  Business Response

  Date: 06/28/2025

  Thanks for the opportunity to respond to Justine Ramirez's complaint regarding being unable to place an order on Ulta.com.
   
  In order to resolve the matter for Justine Ramirez we have advised Justine Ramirez that due to a chargeback, we will be unable to accept their order attempts on Ulta.com. Additional information can be reviewed in our terms and conditions regarding order acceptance. We truly apologize for the inconvenience the matter has caused. 
   
  Best Regards, 
  Guest Service Advocate

  Customer Answer

  Date: 06/30/2025

   
  
  Complaint: 23475963
  
  
  
  I am rejecting this response because:

  I have asked multiple times for Ulta guest services to provide me with proof of this alleged chargeback and they are continuing to send the same generic email response. Once again, I did not submit a chargeback to this company. They are falsifying this information and at this point it feels targeted. 

  
  Sincerely,
  
  
  
  Justine Ramirez

• Initial Complaint

  Date:06/16/2025

  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 #: M170516756 Order Date: 06.04.25594,92$The order was delivered two days earlier than planned without a warning about delivery during working hours when I was away from home at work, as a result, the parcel was not found, the store still can't solve my question, I was not given the goods and the money was not returned every time he writes automatically the same answers as if it was written by a robot, they are just disgusting service, I demand immediately that I get my money back in full for the order I did not receive!

  

  Business Response

  Date: 06/17/2025

  Thanks for the opportunity to respond to Mariana Kharotokova's complaint regarding their recent order which was delivered and not received. 
   
  In order to resolve the matter for Mariana Kharotokova we have reviewed the visual proof of delivery provided by the carrier for their order. We confirmed with our with our internal team that all units shipped & delivered accordingly, and we are unable to provide a reshipment or refund for this order. We truly apologize for the inconvenience the matter has caused. 
   
  Best Regards, 
  Guest Service Advocate

  Customer Answer

  Date: 06/18/2025

   
  
  Complaint: 23473153
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Mariana Kharotokova

  You are fully responsible for the goods, until I receive it, you brought it to me two days earlier than the promised dates, delivery was planned on the day off when I was supposed to be at home, well, you brought it to me on Friday when I was at work and could not pick it up everywhere until the evening, so I will give you an answer because my order, my order was I did not refund!

   

  

  Business Response

  Date: 06/21/2025

  Thanks for the opportunity to respond to Mariana Kharotokova's complaint regarding their recent order which was delivered and not received.
   
  In order to resolve the matter for Mariana Kharotokova we have advised that per Ulta Beauty's terms and conditions, the risk of loss for and title to products purchased on the Site passes to the purchaser upon delivery to the carrier. Ulta Beauty is not responsible for any lost or stolen packages. We truly apologize for the inconvenience the matter has caused. 
   
  Best Regards, 
  Guest Service Advocate

  Customer Answer

  Date: 06/23/2025

   
  
  Complaint: 23473153
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Mariana Kharotokova

  Scammers, it's not legal, I paid you money, your delivery service with which you cooperate, did not deliver this order to me correctly, it's not my delivery service, it's the delivery service from which you work, so it's your problem, I demand re-sending the order!!!!!

   

• Initial Complaint

  Date:06/16/2025

  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.

  Dear Ulta Beauty Team,I am very upset and disappointed. Ive always loved Ulta and, as someone in the makeup industry, *** shopped here for years. Thats why this recent experience at your ******** location has been so frustrating and hurtful.I contacted the store about the Juvias Place Culture and Culture II palettes. I spoke with an associate named ****, who told me the palettes were on sale for $19.99 and that only a few were left. She assured me she would place them on hold for **** drove 2 hours to get them, only to find out that nothing was on hold and the palettes were actually $38 each. I was shocked and upset. I asked to speak to a manager and was told the manager was on lunch. I left my contact info and was promised a call back I never received one.Over the next three weeks, I called the store multiple times. Every time, I was told no manager was available, or I was hung up on by staff. I then contacted Ulta customer service, and during that call, the representative laughed at me and completely ignored my request to speak to a supervisor. I felt disrespected and dismissed.This has not only been a waste of my time, gas, and energy its been incredibly disheartening. Ive always chosen Ulta over other retailers because of the service and trust I once had. After this experience, I no longer feel like a valued customer. Its especially disappointing as a loyal beauty professional who often recommends Ulta to others in the industry.I am requesting immediate action and an appropriate resolution. I do not wish to be contacted by customer service again. If I am, I will move forward with a formal complaint to the media.Sincerely,******* *.************

  

  Business Response

  Date: 06/18/2025

  Thanks for the opportunity to respond to Jasmin Moore's complaint regarding her recent experience at our Dunwoody, GA location.
  
  In order to resolve the matter for Jasmin, we have sent over a $35 gift card to honor the sale price of an item she intended to purchase and have escalated her concerns to the store team to be addressed. We truly apologize for the inconvenience the matter has caused. 
  
  Best Regards, 
  Guest Service Advocate 

• Initial Complaint

  Date:06/15/2025

  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 cannot place an order online since last year. I have contacted customer service and they say that they are escalating the issue and i never hear back from anyone. I have done everything they asked me to do with the app and nothing worked. I asked them to send me the coupon so i can buy instore since i cant order online and they send nothing. Very horrible customer service.

  

  Business Response

  Date: 06/17/2025

  Thanks for the opportunity to respond to Nora Ivezaj's complaint regarding being unable to place an order on Ulta.com due to an error at check out.
   
  In order to resolve the matter for Nora Ivezaj we have escalated this concern to our internal teams for additional review. Once we have an update, we will follow up with Nora Ivezaj directly via email. We truly apologize for the inconvenience the matter has caused. 
   
  Best Regards, 
  Guest Service Advocate

• Initial Complaint

  Date:06/15/2025

  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.

  I am writing to formally file a complaint regarding an upsetting experience I had at ***************, location on 6/15/25 about 12pm. Upon entering the store, I approached a store associate to ask for a commendation on a clarifying shampoo suitable for my 4C hair. She suggested a particular brand, and I followed up by asking if the product was specifically good for Black hair, given the brand imagery. Her response was, Well, thats the one I always recommend. I then asked a follow-up question about moisturizing shampoos. She recommended the Pattern brand. I explained that I had previously tried Pattern and it didnt work well for my hair type. At that point, she responded with, Well since you know so much, you can figure it out yourself." I was shocked and disappointed by her tone and lack of professionalism. I calmly apologized if I had offended her in any way and clarified that I was simply asking for her professional opinion about why one brand might be better suited for my hair than another. After this exchange, I walked to the front of the store and spoke with an associate named *****, who was incredibly helpful and knowledgeable. She took the time to explain multiple product lines, their benefits, and how they could help support and restore my hair. I truly appreciated her respectful and informative approach. I also asked to speak with a managerand to my surprise, I learned that the individual who spoke so disrespectfully to me was actually the manager, *******. This is not the first negative experience Ive had at this particular location, but it is the most discouraging. I strongly urge Ulta to review the stores camera footage and investigate the interaction, as well as the overall customer service culture at this location. As a loyal Ulta customer, I value being treated with respect and dignity when seeking beauty and hair care support. I hope you will take this matter seriously and follow up accordingly.

  

  Business Response

  Date: 06/18/2025

  Thanks for the opportunity to respond to Kenyetta Ellis-Williams's complaint regarding her recent experience with a manager at Owings Mills, MD location.
  
  In order to resolve the matter for Kenyetta, we will be
  connecting directly with the guest via private message. We truly apologize for
  the inconvenience the matter has caused. 
  
  Best Regards, 
  Guest Service Advocate 

• Initial Complaint

  Date:06/15/2025

  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.

  I am writing to file a formal complaint regarding the way Ulta Beauty handled a recent issue with my ********** account was blocked without explanation, so I contacted Ultas customer service by phone on June 14, 2025. Unfortunately, the ***resentative (******) I spoke to was extremely unprofessional, and when he was unable to resolve the issue, he hung up on me mid-conversation. This was not only frustrating but also completely unacceptable.Following that call, I submitted an online complaint. I later received an email response from a ***resentative named Razil, asking for basic information (my full name, email, and phone number) information I had already included in my original complaint. The lack of attention to detail and professionalism throughout this process has been extremely **************** this point, I feel disrespected as a customer. I am concerned about the way this company treats its guests. Especially when they are seeking help and I believe this warrants further investigation.I am requesting the following:A full explanation as to why my account was blocked A review and investigation into the conduct of the customer service *** who hung up on me A formal apology and resolution regarding this experience I am considering discontinuing any further business with Ulta if this is not addressed properly. I sincerely hope your company values customer feedback and will take the necessary steps to make this right

  

  Business Response

  Date: 06/16/2025

  Thanks for the opportunity to respond to Mary Ramirez's complaint regarding her communications with our Guest Services specialist team.
  
  In order to resolve the matter for Mary, we will be connecting directly with the guest via private message. We truly apologize for the inconvenience the matter has caused. 
  
  Best Regards, 
  Guest Service Advocate