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.

  2841 Countryside Dr Turlock, CA 95380

• 

  ULTA Beauty

  13499 S Cleveland Ave Ste 301 Fort Myers, FL 33907-7730

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  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:06/13/2025

  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 have over $200 worth of points to use and Ultas app/website wont let me use them, or even make a purchase without using them. Ive tried using different payment methods, including Apple Pay to no avail. They have the worst security. My account has been hacked several times. Why dont they offer two factor identification? I just want to use my points that Ive built up and saved for years, so I can be done with Ulta. Ive spoken with customer service twice and they arent helping.

  

  Business Response

  Date: 06/15/2025

  Thanks for the opportunity to respond to ****** ********* complaint regarding their inability to place an order with Ulta.
  
  In order to resolve the matter for ******, we have confirmed their concern has since been resolved and they have been able to place a successful order. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

• Initial Complaint

  Date:06/12/2025

  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.

  In the early morning of June 2nd 2025 I was informed via email someone has changed my account information and orders had been placed. Minutes after I called Ulta beauty as shown in my photo. I was then informed that my email and address had been changed and that they placed orders using my account and pointsI have accumulated over the years. I do not know the exact amount. I was then told by the customer service representative that the orders and canceled and it will be escalated and I will hear back within ***** hours for a password reset. I call June 3rd because I was getting more notifications of orders being placed so I call again. I was told by the representative that there is nothing they can do and that it has already escalated and no orders can be canceled and that I would need to wait for the escalation to finish and that they will check back in with me within 24 hours. I was given their guarantee. Days later June 6th I am forced to contact myself as I received no updates and the orders have arrived to my thief's address with no consequences. I am then told that I needed to wait ANOTHER 24 hours as it is still being escalated. I again was given another meaningless guarantee that this time for certain I will get contacted back. No one has. No email, I even check my spam, no phone calls, no texts. As if it isn't bad enough Ulta Beauty still send me their email ads. June 9th I make a call again as to why no one has contacted me back in regard to my account and I will even get my account back at all. I am then told by the representative that someone should havr contacted me back to confirm my name and address and they couldn't process my case without it. I'm dumbfounded. I provide the information and am then given another GUARANTEE that someone will contact me personally. All I get a day later is a survey about I felt about Ulta's Service and more email ads. Nothing more. It is now June 12th and I'm done waiting. This is ridiculous.

  

  Business Response

  Date: 06/14/2025

  Thanks for the opportunity to respond to ***** ******** complaint regarding the unauthorized activity that was noted on their Ulta Beauty Rewards account.
  
  In order to resolve the matter for ***** ****** we have escalated these concerns to our internal team and we are currently working on restoring ***** ******** account to their correct information. Once the account is restored, we will follow up with ***** ****** via email. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate
  

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23463035
  
  I am rejecting this response because:

  I was told this would resolve within the matter of days not weeks. And this response is just another run around. It was told to me that your representatives that internal investigations have deemed that my account was hacked and it was fraudulent and I would have my account back within 24 hours because they found it was fraudulent. I even called back to confirm many this times, but everyone I talk to seems to be clueless as to why it is taking so long. And no one to this day have reached out to follow up on anything. No update of progress. No update to confirm my information. Nothing despite your many representatives guarantees to follow up with me. No one is giving me any explanation as to why it's taking this long. This response is the exact same response I have been given since June 2nd and I do not accept this as reasonable on behalf of your business. I definitely doubt that anyone of you team is actually working on this. I want to know why this is taking so long if your team knows my account belongs to me. And why the radio silence. What else could you possibly need to do? This is is absurd. 
  

  

  Business Response

  Date: 06/17/2025

  Thanks for the opportunity to respond to ***** ******** complaint regarding the unauthorized activity that was noted on their Ulta Beauty Rewards account.

  In order to resolve the matter for ***** Nevels we have restored ***** ******** account on 6/16/25 and have flagged the concern to our internal partners for further review. We have sent ***** ****** a password reset email to assist in getting into their account. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 06/18/2025

   
  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. The service I still think is poor. If not for my complaint I doubt my matter would have been resolved. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/12/2025

  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.

  My order was not delivered. My security cameras showed no Ulta delivery. The *** delivery photo does not match the description of my property. Not only that the photo is completely blurry. I asked Ulta for a refund . Have not received one. This is fraudulence.

  

  Business Response

  Date: 06/14/2025

  Thanks for the opportunity to respond to ***** E ********** complaint regarding their recent order which was delivered and not received.

  In order to resolve the matter for ***** E Alazzawi we have review this concern further and noted the visual proof of delivery for their order matches their shipping address. We confirmed with our with our internal team that all units shipped & delivered accordingly. Ulta Beauty considers this matter closed.  We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  
  

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23462132
  
  I am rejecting this response because:
  The delivery picture is out of focus and doesnt show any apartment number nor the correct apartment. Anyone can clearly see this. I will continue to press charges through legal shield if I dont receive my refund. This is illegal. 
  Sincerely,
  
  ***** E ********

  

  Business Response

  Date: 06/17/2025

  Thanks for the opportunity to respond to ***** E ********** complaint regarding their recent order which was delivered and not received.
   
  In order to resolve the matter for ***** E Alazzawi 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. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23462132
  
  I am rejecting this response because I have contacted the carrier via phone and they said it was due to a input error of information starting from sender ( which is Ulta) this was not the carriers incompetence, the error occurred in your companys information logging and receiving , resulting to a fraudulent transaction. As a consumer Ive paid for my product and legally I should receive them or recieve my money back. This is one of the amendments under consumers rights and trade laws. Law is above policies and I will push forward with the law by my side. 
  
  Sincerely,
  
  ***** E ********

• Initial Complaint

  Date:06/12/2025

  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.

  Date of transaction: 12/6/2024 Amount of transaction: $334.78 I have been an Ulta member since 2011; consistently a Platinum member. December is my birthday month and prior to making this purchase at the Ulta location in *********, **, I opened the Ulta app to see what "perks" I could activate. I saw that fragrance purchases counted as 5x the points so I activated this via the app so that when I made the purchase of a $255.00 bottle of Dior Sauvage Elixir parfum, I would get 5x the points. For this purchase, I was able to use a 20% off coupon and a "Birthday" coupon for $10 off my purchase. On 5/7/25, I noticed that the 5x points were never added to my account, so I called ********************** **************** and spoke with ******* and told him what happened. He told me that he was showing on their end that the promotion wasn't activated until 10 days after my purchase, which is absolutely NOT correct. What sense would it make for me to activate the points for a fragrance purchase AFTER I make the purchase? ******* told me that he was able to get a "one time approval" from management for them to add the 1236 missing points to my account. When the points didn't show up, I followed up with Ulta and was told that they are not able to honor the points to be added to my account because their system is showing that the promotion was activated 10 days after my purchase. They're not taking into consideration that there was possibly a glitch/error in their system showing this discrepancy. I know how the Ulta promotions work and how to activate them via the app and have NEVER had an issue. Until now. And Ulta is REFUSING to even consider that there may have been an error on their end and has denied me the points owed to me for this purchase. I have been a loyal customer of ********************** and have spent thousands of dollars there only to be treated like this? Again - what sense does it make for me to activate a promotion AFTER a purchase is made? NONE. I activated it BEFORE I made the purchase.

  

  Business Response

  Date: 06/14/2025

  Thanks for the opportunity to respond to *** ******** complaint regarding their fragrance purchase from December 2024 and the bonus points for this purchase.
  
  In order to resolve the matter for *** Thorpe we have reviewed this promotion further and noted the promotion for 5x points for any fragrance purchase was active from 12/12/24 - 12/24/24. We were able to review and noted that *** ******** fragrance purchase was made on 12/6/24. As this purchase was made before this promotion was valid, we are unable to honor the bonus points for this purchase. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate
  

• Initial Complaint

  Date:06/12/2025

  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 am filing this complaint regarding the service and treatment I received at the Ulta Beauty salon located at the ************************************ in *****, **. I feel I was treated unfairly and wrongfully banned as a paying customer, simply for expressing dissatisfaction with two separate services.On Wednesday, June 11, 2025, I had a haircut appointment with *****. I informed her that I had a Japanese hair straightening treatment, and I wanted a cut that would add volume without taking off too much length. ***** used thinning scissors excessivelyboth while my hair was wet and again after blow-drying. This made my hair significantly thinner and shorter, which is not what I asked for. I am also a licensed beauty professional, having graduated from beauty school in 2014, and I know there were other ways to add volume that were not considered.This incident followed a previous issue with the esthetician at the same location. I had a lash lift service done, but the results only lasted two days. I expressed my concern and was told no refund would be issued, but I was offered a 30-minute complimentary service. When I later tried to book a full facial, two employees approached me and said I was no longer welcome to book skincare services at this location and should go to a different store.This felt discriminatory and humiliating. As a customer, I should be allowed to share feedback without fear of being banned. Ulta's handling of the situation shows a lack of professionalism and respect for clients. I was not rude, aggressive, or abusive in any wayjust honest about my experience.I am requesting a formal review of both situations and an explanation of why I was banned for simply expressing dissatisfaction with services that did not meet expectations.*** ******

  

  Business Response

  Date: 06/14/2025

  Thanks for the opportunity to respond to *** ******** complaint regarding their concerns with their recent salon experience at ************************************ location.
  
  In order to resolve the matter for *** ****** we have escalated this concern to our *****, ** Store Operations team to gather additional information. Once we have additional information to share, we will follow up with *** ****** directly. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

• Initial Complaint

  Date:06/12/2025

  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.

  I am filing a complaint against Ulta Beauty for unacceptable delays and deceptive practices regarding a refund for Order #M174300389 in the amount of $187.87.On or around June 5, 2025, I contacted Ulta requesting a refund for the order. Ulta initially claimed the refund had been issued, but after multiple follow-ups, I learned the refund was not actually processed until June 12, 2025 a full week later.I was repeatedly misled by their customer service team, who told me my refund was already on its way. Because of their delay and false communication, I wasted time contacting my bank and following up unnecessarily. Ulta failed to provide honest, timely updates and did not offer any compensation for the inconvenience caused.I am requesting:My refund to be expedited and confirmed A compensation offer such as a discount or gift card (Ulta has ignored this request so far)An acknowledgment of mishandling and assurance this will not happen again If this complaint is not resolved promptly, I am prepared to escalate it further to the *** and state consumer protection offices.

  

  Business Response

  Date: 06/13/2025

  Thanks for the opportunity to respond to Ahqui *******' complaint regarding their order.
  
  In order to resolve the matter for Ahqui Gillens we have a full refund was provided. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 06/13/2025

   
  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,
  
  Ahqui *******

• Initial Complaint

  Date:06/11/2025

  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 placed an order with Ulta Beauty for the ************* fragrance on May 4th, 2025 (Order #M171837161), during an active promotion for a Mothers Day gift with purchase. I met all the advertised qualifications for the gift, yet the promotional item did not populate at checkout. I am very familiar with Ultas website and gift-with-purchase process, and I know how to ensure the gift is added. In this case, the site failed to offer the gift despite no exclusion being listed for the product I purchased.I immediately reached out to customer service. After a few interactions, I was told the issue would be escalated and I would receive follow-up communication but no one ever contacted me. I had to follow up myself multiple times.Over the course of several messages, I was repeatedly dismissed, belittled, and spoken to as though I didnt know how to use the website. Despite making it clear this was not user error, but a technical issue on *********************** end, customer service continued to send generic replies and explain how to shop on ************************** rather than acknowledge the failure in their promotional system.When it became clear that no gift or suitable replacement would be sent, I requested a return label for the fragrance. That request was also brushed aside, and I was simply directed to the website to initiate a return myself again, no accountability or customer care shown.Resolution Requested:I am requesting one of the following: A prepaid return label and full refund for Order #M171837161, or A suitable replacement gift or store credit in good faith to resolve the situation.I have been a loyal Ulta customer since 2019, and I am very disappointed by the complete lack of resolution, ownership, and customer consideration in this case. This experience has left me feeling disregarded and frustrated, despite doing everything right as a customer.

  

  Business Response

  Date: 06/13/2025

  Thanks for the
  opportunity to respond to Erica Vargas' complaint regarding the gift with purchase they did not receive. 
  
  In order to resolve
  the matter for Erica Vargas we have offered a prepaid label or the ability to return the item in store. We truly apologize for the
  inconvenience the matter has caused. 
  
  Best Regards,
  Guest Service
  Advocate

  Customer Answer

  Date: 06/17/2025

   
  
  Complaint: 23457205
  
  
  
  I am rejecting this response because:

  I’d like to formally update my complaint regarding Ulta Beauty and include a new concern:

  Since submitting this complaint and notifying Ulta Guest Services of my BBB filing, I have been unable to access the Ulta app or website on my personal device. I receive an “access restricted” message despite reinstalling the app, clearing my cache, and attempting to access the site through incognito browsers.

  I’ve confirmed that I can still log in on another device and network, which suggests that my IP address or device has been deliberately blocked or flagged — this began only after I informed Ulta of my BBB complaint.

  This is extremely upsetting, especially given that I have rewards tied to my account that I am now unable to access from the device I regularly use. I am being unfairly restricted for trying to escalate an issue that Ulta repeatedly dismissed.

  I am now requesting that Ulta:

  • Provide a clear explanation of why my access has been restricted

  • Lift any restrictions on my device or account

  • Ensure I have full access to the rewards I’ve earned

  This situation continues to reflect poor customer care and punitive treatment of a loyal guest who simply asked for a fair resolution.

  Sincerely,
  
  
  
  Erica Vargas

  

  Business Response

  Date: 06/20/2025

  Thanks for the opportunity to respond to Erica Vargas' complaint regarding their account. 
  
  In order to resolve the matter for Erica Vargas we have reached out directly to the Guest to assist. We truly apologize for the inconvenience the matter has caused. 
  
  Best Regards,
  Guest Service Advocate

• Initial Complaint

  Date:06/11/2025

  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 recently bought a gift card but needed the money refunded which was refunded BUT, my account information was changed and the e-gift card that I was going to use that was refunded was used. I contacted ulta again and they took me through the process of getting another refund which was stressful, they asked me if Id be okay with receiving another one and I said yes. 2 days passed and I emailed them again earlier and they told me they are unable to give me a gift card for the unauthorized charge

  

  Business Response

  Date: 06/13/2025

  Thanks for the opportunity to respond to ******* H's complaint regarding their gift card. 
  
  In order to resolve the matter for ******* H we have advised them that Ulta Beauty is not responsible for Cards used without authorization and we will not be able to replace the gift card. Our policy can always be viewed here *******************************************************************. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

• Initial Complaint

  Date:06/11/2025

  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.

  Im an Ulta Rewards credit card holder & have been since June 2017. This entitles be to Ulta rewards points I should receive an additional point for every dollar spent (excluding tax & shipping). These points are posted to my account monthly. In May 2025, I realized that every month I can view history for on my end, the Ulta Credit Card base points posted to my account were less than the eligible spend, which is not correct - they should be equal. I was able to view May 2025-June 2024 credit card point detail on my account & every single month I was shorted on the base points I shouldve received. I reached out to Ulta support, the support agent agreed this was not correct & manually posted the 465 credit card base points I was shorted for May 2025-June 2024.I reached out to support asking for detail on my credit card eligible spend & credit card base points posted to my account monthly for months prior to June 2024, as far back to June 2017 as possible to determine when the error resulting in me being shorted my credit card base points began, however it does not sound like that detail is available to be provided to me. It is not my responsibility as a customer to ensure I am being correctly awarded the points I am owed, so I did not even think to begin checking this every single month. Ive tried to work towards a resolution with support for over 3 ********** has been a terrible & frustrating experience. Ive been passed between multiple agents, each seemingly not reviewing any prior correspondence & needing the issue reiterated ************* this point, Im requesting an estimated point balance be manually added to my account because detail cannot be provided to determine how many points I have actually been shorted. Ive been a card holder for 8 years now & was shorted ************************* the last year. If Ive been shorted around that number of points since 2017, that could be ********* missing points, which is unacceptable & very disappointing.

  

  Business Response

  Date: 06/13/2025

  Thanks for the opportunity to respond to ****** ********** complaint regarding their points.
  
  In order to resolve the matter for ****** Fuhrmann we have reached out directly to the Guest for assistance. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23455766
  
  I am rejecting this response because: I received the same generic response that I had already received about 10 times. It is clear no effort is being made to understand the issue. I am continuously being asked to provide documentation supporting the issue when the issue is that Ulta cannot provide me the documentation I am requesting. That is why I believe this very conservative estimate to cover the potential loss over 7 years is a fair ask. Again, it shouldnt be my responsibility as a customer to ensure the business is properly adding my credit card reward points every month. If I had the detail and documentation to reconcile the difference in points every month prior to June 2024, I gladly would. However, Ulta cannot provide it to me and I cannot view it on my account any longer, which is why I am proposing a different solution as a  very loyal customer. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 06/17/2025

  Thanks for the opportunity to respond to ****** ********** complaint regarding their points. 

  In order to resolve the matter for ****** Fuhrmann we have requested which specific transactions the Guest felt were under-awarded so we may review, and the ****** Fuhrmann declined to provide specific transactions. Without any specific transactions to review we will not be able to provide confirmation of any missing points and as a result will not be providing ****** Fuhrmann the requested points. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23455766
  
  I am rejecting this response because: again, its clear zero effort is being made to understand or rectify my issue. If I had the documentation to reconcile missing points, I gladly would. Ulta is unable to provide and apparently refusing to work towards a resolution. Theyve lost a very loyal customer. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/11/2025

  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 placed an order for Same Day Delivery on **************************. It was not delivered. I have a Ring doorbell and no one was in the vicinity of my apartment when the order was supposably "delivered." The man I initially spoke to on chat told me to "wait 24 hours and see if it's delivered." The next day the man I spoke to on the phone said "there's something weird about the signature." But wouldn't indicate what. So, I have no clue what is going on or where my stuff is. I have spoke to both DoorDash and Ulta. ******** has indicated that Ulta is responsible for refunding the order. Ulta has said they aren't responsible for lost or stolen ************* my confusion is, who is responsible for this???? Ulta chose to put it in the hands of DoorDash. ******** indicated they don't have my money, that Ulta does so they can't refund me. And no one wants to take accountability of the items I purchased not arriving to me. Someone, other than me, is liable for this. And since my business was done with Ulta and they have my money - but didn't provide me the purchased goods, it's Ulta. Maybe Ulta can get DoorDash to reimburse them - but I wasn't a customer of DoorDash and they won't even discuss the matter with me. They said their customer "**********************" needs to contact them for a claim.I need either my money refunded or my items sent to me.

  

  Business Response

  Date: 06/13/2025

  Thanks for the opportunity to respond to ****** ********** complaint regarding their order. 
  
  In order to resolve the matter for ****** ******** we have confirmed that the order was successfully delivered and signed for and as a result we will not be able to reship or refund the order. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23454319
  
  I am rejecting this response because: it might have been "signed for" but it was not signed for by me, nor was it delivered to my apartment. ******** confirmed that whoever signed it, signed the name as "****** ******" when it was typed in and the signature is illegible. Whoever it was delivered to didn't even know the correct name. My guess is they said "this is for ****** ********" and the person didn't hear the whole last name and just wrote it as ******. Either way, it wasn't delivered to my apartment. I also have Ring camera footage showing no one was at my apartment when it was "delivered." I have cameras on both my door and parking lot/stairs, that can confirm there was no activity when it was supposably delivered to me. ******** claims it was delivered at 5:40 and the only movement I had near that time on June 2 is my neighbor, as pictured in the first screenshot. The 2nd screenshot shows my parking lot and stairs to my apartment - the only person is my neighbor below me taking out the trash. I can provide both videos as well, if needed.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 06/17/2025

  Thanks for the opportunity to respond to ****** ********** complaint regarding their order. 
  
  In order to resolve the matter for ****** ******** we have confirmed that the order was successfully delivered and signed for and as a result we will not be able to reship or refund the order due to the confirmation of successful delivery. We truly apologize for the inconvenience the matter has caused. 
  
  Best Regards,
  Guest Service Advocate

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23454319
  
  I am rejecting this response because: DoorDash, the delivery partner, has confirmed to me that it was "signed for" by ****** ****** not ********. They have also confirmed to me that Ulta is not working with them to resolve this. They have stated to me that they have authorized a refund due to order not delivered. So, Ulta is not being transparent and choosing not to refund my money despite DoorDash acknowledging the error.
  
  Sincerely,
  
  ****** ********