Business Profile

Retail Stores

ULTA Beauty

Complaints

This profile includes complaints for ULTA Beauty's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,676 total complaints in the last 3 years.
1,024 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/07/2025
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.
Ulta has stopped me from being able to do online orders/pickups. Ive been told numerous different reasons why by each person I talk too. The latest being a chargeback to my account for an order a year ago. I looked and I received that order and it has cleared off my bank account. I have placed 16 online orders since this supposed chargeback a year ago. Ive been a member for over 10 years and spend a lot of money there. This is not the first time Ive had a issue with not being able to place online orders, and have been hacked numerous times and they have used my points in store which I dont understand cause I have to show my id everytime I do? Also a Ulta credit card was opened under me and I just recently discovered that and am trying to get that issue took care of.
Business Response
Date: 06/08/2025
Thanks for the opportunity to respond to ******** ****** complaint regarding her inability to place orders online.

In order to resolve the matter for ******** we have advised her that she will be unable to place orders due to a chargeback. We truly apologize for the inconvenience the matter has caused.

Best ******************************* Advocate
Customer Answer
Date: 06/09/2025

Complaint: 23438544

I am rejecting this response because:
I have reached out to Ulta and Ulta credit card about this chargeback and get no explanation for it. Ulta said to contact the credit card company regarding the chargeback and when I contacted them they have no record of a chargeback and the date they are saying is showing as is cleared on there. I sent them screenshots from my statement that showed no chargeback. This is not the first time this has happened where Ive not been able to place online orders with Ulta. I cant get proof of this chargeback from them, and its showing as cleared on my accounts. Im not showing any chargebacks ever in over 10 years of buying from them. Ive been with them since 2011 and have had numerous issues with my account getting hacked and not being able to place online orders several times and still continue to be loyal. Its getting frustrating not being able to place online orders but being told I can go in store and use the exact same card to buy? I made 16 online orders since the supposed chargeback on 6/14/24 that is now just becoming an issue? Im not understanding why they tell me to contact the credit card company for it but the credit card company says they have no record of a chargeback, so why cant I be able to order online again if they are saying there isnt a chargeback?

Sincerely,

******** ****
Business Response
Date: 06/11/2025
Thanks for the opportunity to respond to ******** ****** complaint regarding her inability to place orders online.

In order to resolve the matter for ******** we have advised the guest that the decision is final and she will not be ablet to place orders moving forward. At this time Ulta Beauty considers this matter closed.

Best ******************************* Advocate
Customer Answer
Date: 06/12/2025

Complaint: 23438544

I am rejecting this response because:
how come they cannot give me proof of the chargeback(thats showing cleared on my end as well as the company for Ulta credit card they are saying I had to talk too), also how come I was able to place ******************* the last year since they are saying this chargeback occurred but now all a sudden a year later I cant place online orders anymore? After numerous different reasons I was finally told it was a chargeback from Ulta credit card and was told to contact them which I did and they told me they was showing no chargebacks on their end? What can I not get any proof of this reason they are giving me? This is not the first time Ive had this issue with them

Sincerely,

******** ****
Initial Complaint
Date:06/07/2025
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 writing to express my deep disappointment regarding a recent package marked as delivered but never received. Despite being a loyal and frequent Ulta customer who has spent a significant amount of money over the years, I was told that a replacement would not be issued for this missing order.Unfortunately, this isnt the first time Ive experienced this type of loss. Several years ago, I had nearly $500 worth of Ulta merchandise stolen under similar circumstances, and nothing was done to rectify the situation. At that time, I was forced to take the loss, which was extremely upsetting.Since then, *** had no issues receiving my packagesuntil now. On the day in question, multiple packages from different vendors were stolen, but every other company has promptly reissued or refunded my order, with the exception of ************************* is incredibly frustrating and frankly disheartening to see a multibillion-dollar company treat its loyal customers this way. I expected better from a brand I have supported for years. I urge you to reconsider your position and take accountability by reissuing the missing items or providing a refund.Thank you for your attention to this matter. I hope to hear back with a more supportive resolution.
Business Response
Date: 06/09/2025
Thanks for the opportunity to respond to ***** ******** complaint regarding her recent order.

In order to resolve the matter for Debby we confirmed with our with our internal team that all units shipped & delivered accordingly. Ulta Beauty considers this matter closed.

Best ******************************* Advocate
Customer Answer
Date: 06/09/2025

Complaint: 23437335

I am rejecting this response because: While I understand Ulta's policy may state that responsibility ends once a package is marked as delivered, I ask that you reconsider based on the following:
Customer Loyalty: I have been a long-time, loyal customer of ********************** and have made numerous purchases over the years. I have consistently chosen Ulta for my beauty needs, and I believe this level of commitment deserves some consideration when issues like this arise.
Precedent and Trust: This is not the first time Ive experienced an issue with a stolen package, and in the past, I was left to absorb the loss on my own. At that time, I chose to continue shopping with Ulta in good faith, trusting in the companys customer care and commitment to service. Unfortunately, this incident has caused me to question that trust.
Industry Standards: Many companies in the beauty and retail industry now offer replacements or refunds for stolen packages as part of their customer protection efforts, especially when a customer has taken steps to report the theft. I have already reported this to the local authorities and no resolution has been found on their end.
Good Faith ******* I am not asking for compensation or anything unreasonablesimply a replacement of the items I paid for and never received. This would go a long way in preserving the trust and loyalty Ive built with your brand.
I hope youll take my situation into account and approve a replacement for my stolen package. I truly value Ulta and want to continue shopping with confidence. Please let me know if you require any additional documentation from me.
Thank you for your time and consideration
Sincerely,
****** ******

Business Response
Date: 06/11/2025
Thanks again for the opportunity to respond to ***** ******** complaint regarding her recent online order.

We can confirm that her order was delivered on 6/6/25 with visual proof of delivery to the addressed confirmed by *****. At this time Ulta Beauty considers this matter closed.

Best ******************************* Advocate
Customer Answer
Date: 06/12/2025

Complaint: 23437335

I am rejecting this response because:
While I understand that your records show visual proof of delivery, I must respectfully disagree with the resolution. The fact remains that I did not receive the package, and multiple other deliveries in the area were also reported missing that same day. A photo of a package at a door does not confirm receipt by the intended recipient.

Given the circumstances and the value of the order, I am disappointed that Ulta is unwilling to take further responsibility. I am requesting a re-evaluation of this matter or escalation to a higher department. As a long-time and loyal customer, I would expect a more customer-focused resolution.

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

Sincerely,

****** ******
Initial Complaint
Date:06/06/2025
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.
For the last year, I've been trying to make purchases online to either ship to my home or pick up in the store and I continue to get an error message stating, "We've failed to validate your payment method." I've spent hours trying to resolve with the Ulta Beauty **************** team troubleshooting the issue to no avail. After further researching the issue, this is an ongoing issue dating back at least 2 years and consumers are claiming being banned from making Ulta purchases online for various reasons. After the numerous attempts with **************** and no resolution, I believe this to be the case for me as well. Why is Ulta blocking rewards members from making purchases online and unwilling to resolve the real issue. This only leaves customers frustrated and wanting to take business elsewhere.
Business Response
Date: 06/08/2025
Thanks for the opportunity to respond to Courtney Tatem's complaint regarding her inability to place an order.

In order to resolve the matter for Courtney, we have escalated her concerns to our internal partners and will be connecting directly with the guest via private message once resolved. We truly apologize for the inconvenience the matter has caused.

Best Regards,
Guest Service Advocate
Customer Answer
Date: 06/14/2025

Complaint: 23433187

I am rejecting this response because the issue remains. I continue to try and make an online purchase to pick up in store and ship to my home, yet I continue to get the error message regardless of the method of payment I choose. I've worked with the Customer Care team removing cookies and everything from my cart, provided my bag number, etc. Too many hours spent on this and makes me not want to shop at Ulta. I'm requesting an Ulta representative to contact me via phone when the issue is "resolved" again so we can walk through the purchase together.

Sincerely,

Courtney Tatem
Business Response
Date: 06/18/2025
Thanks for the opportunity to respond to Courtney Tatem's complaint regarding her recent ordering issus.

In order to resolve the matter for Courtney we have resolved her concerns and she was able to successfully place an order. We truly apologize for the inconvenience the matter has
caused.

Best Regards,
Guest Service Advocate
Initial Complaint
Date:06/05/2025
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.
On two occasions my Ulta account was compromised. I was unable to access my account or reset my password to access my account. I was concerned about my payment and personal information. The first time, Ulta refunded the points used to purchase several items but the individual's name and shipping address remained on my account! This second time, I am unable to have my account access resolved. I'm being told to be patient. I'm concerned and worried. Who has my information? What information do they have? Why aren't they resetting my password? Why can't I access my account? It's been over 16 hours since this all started. I reported that the changes made to my account were not made by me. I contacted Ulta as the email indicated I should. They have been no help.
Business Response
Date: 06/07/2025
Thanks for the opportunity to respond to *** ******** complaint regarding their account.
In order to resolve the matter for *** Barlow we have escalated this matter to our internal teams. We truly apologize for the inconvenience the matter has caused.

Best ************************* Advocate
Customer Answer
Date: 06/09/2025

Complaint: 23432536

I am rejecting this response because: the business has not resolved the issue. They have simply moved it to a different group in their organization... "internal teams. We truly apologize for the inconvenience the matter has caused." I still do not have access to my original account. I still do not know how to access my previous account information or what credit cards were attached. I also have not been contacted by them and when I contact them they tell me to be patient.

Sincerely,

******** ******
Business Response
Date: 06/11/2025
Thanks for the opportunity to respond to ******** ******** complaint regarding their account.

In order to resolve the matter for ******** ****** we have restored their account. We truly apologize for the inconvenience the matter has caused.

Best ************************* Advocate
Customer Answer
Date: 06/12/2025

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,

******** ******
Initial Complaint
Date:06/05/2025
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.
Ordered may 31, 2025 $81.61 Box was Empty! No products!Ordered 4 items:Kopari deodorant Ordinary uv serum ***** biography fragrance set Pureology travel gold conditioner
Business Response
Date: 06/06/2025
Thanks for the opportunity to respond to ****** ******' complaint regarding their order issue.

In order to resolve the matter for ****** we have verified the guest has been issued a reship for their order. We truly apologize for the inconvenience the matter has caused.

Best ******************************* Advocate
Initial Complaint
Date:06/04/2025
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 called this morning after I got out of a work meeting less than an hour after seeing emails about my account being hacked. I called twice and confirmed everything with two agents. Who saw my saw exactly what I was saying about my account t being hacked. I was told I had to wait even though I over verified and passed every question that I was asked. And neither agent will give me my account back. The hacker has card information, addresses, and other personal information due to me having to wait for access back to my account. This is ridiculous. And Im seeing charges on my Ulta Card but cant get back into the account to fix this because I have to wait.
Business Response
Date: 06/06/2025
Thanks for the opportunity to respond to ******** ********* complaint regarding their account.

In order to resolve the matter for ******** Mathieu we have reached out to the Guest directly to assist. We truly apologize for the inconvenience the matter has caused.

Best ************************* Advocate
Customer Answer
Date: 06/09/2025

Complaint: 23423858

I am rejecting this response because: I responded to their email and have not heard back again.

Sincerely,

******** *******
Business Response
Date: 06/11/2025
Thanks for the opportunity to respond to ******** ********* complaint regarding their account.

In order to resolve the matter for ******** Mathieu we have restored their account. We truly apologize for the inconvenience the matter has caused.

Best ************************* Advocate
Initial Complaint
Date:06/04/2025
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 10/10/2024, 950 Ulta reward points (equivalent to approximately $36 in value) were redeemed from my account without my knowledge or authorization. When I later attempted to make a purchase in-store in December 2024, I was told there were no points available. No one could explain why, and I assumed the points had expired.I recently checked my Ulta account history and discovered that the points had been redeemed online for a product I did not purchase. This fraudulent transaction does not appear in my main order history, only in the rewards activity section. I reached out to Ultas customer service via chat, and they stated the matter would be escalated to their internal team and that Id hear back in 2448 hours. I also called and provided my information, but I have still received no response or ************* has now been well over 48 hours. I am disappointed in the lack of communication and accountability, especially after being a loyal Ulta customer. This situation involves fraudulent use of my account and a loss of rewards that I earned.
Business Response
Date: 06/06/2025
Thanks for the opportunity to respond to ******* ********** complaint regarding their account.

In order to resolve the matter for Madrika Robinson we have restored their points and account. We truly apologize for the inconvenience the matter has caused.

Best ************************* Advocate
Initial Complaint
Date:06/04/2025
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 placed an order using a $50. online gift card. The package was not delivered and returned to sender. I spoke with an Ulta Beauty representative about the issue and the order was resent. The second order was also not delivered, so I spoke with a representative a second time. I cancelled the order and was told that I would be sent a new online gift card refund for $50. within 48 hours to my email. This was last week and I have not received the refund. There is something scammy about this situation. I just want the refund.
Business Response
Date: 06/05/2025
Thanks for the opportunity to respond to ***** Norup's complaint regarding her missing gift card refund

In order to resolve the matter for ***** we have sent the guest a replacement gift card via email. We truly apologize for the inconvenience the matter has caused.

Best ******************************* Advocate
Initial Complaint
Date:06/04/2025
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.
I had my hair done at Ulta in *********** in *************. My hair stylist was *******. The treatment of my hair stylist was horrible. Managment was bullying her. She was almost in tears while doing my hair. Management was watching over her the whole time. I felt so bad for her and very uncomfortable. People get their hair done to feel beautiful and relax when getting it done. This is horrible treatment for a team member in this store. She has been doing my hair for a few years now and always had awards and balloons for top sales. I don't think that she should be treated like that. In my place of employment, this is workplace violence.
Business Response
Date: 06/05/2025
Thanks for the opportunity to respond to ***** ********** complaint regarding concerns with the workplace for a stylist at their local Ulta Beauty location.

In order to resolve the matter for ***** Slezicki we have passed this concern to our internal partners for additional review. We truly apologize for the inconvenience the matter has caused.

Best ******************************* Advocate
Customer Answer
Date: 06/06/2025

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,

***** ********
Initial Complaint
Date:06/03/2025
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 and was charged for the product, but it was never delivered. I contacted Ulta customer service multiple times over the past few months.Despite acknowledging the order and escalating the issue, they have now claimed the order "cannot be found," and they have refused to issue a refund or ship a replacement.I consider this a form of consumer fraud and theft, as I paid for products I did not receive. I am requesting a full refund and a formal apology. If this is not resolved promptly, l intend to pursue legal action.I have all supporting documentation and correspondence, which I am prepared to provide.
Business Response
Date: 06/05/2025
Thanks for the opportunity to respond to ******* ******** complaint regarding their order from March 2024 which was delivered and not received.
In order to resolve the matter for ******* Hughes we have reviewed this order further, and due to the age of the order, we can no longer review the shipping and delivery history from the carrier. Due to this, we are unable to provide a reshipment or refund for this order. We truly apologize for the inconvenience the matter has caused.

Best ******************************* Advocate
Customer Answer
Date: 06/06/2025

Complaint: 23416042

I am rejecting this response because:
Ultas admission that the order was not received, combined with their refusal to issue a refund or reshipment, is unacceptable and unethical. The fact that too much time has passed for Ulta to verify with the carrier is not the consumers faultespecially when I made multiple attempts to resolve the issue directly with Ulta long before filing this BBB complaint.

I paid for a product I never received. That constitutes theft, regardless of the timeline. The responsibility lies with Ulta to deliver the product or refund my money.

If this is not resolved, I will be exploring further options including filing a chargeback, reporting to the ************************** office, and sharing my experience with other consumer platforms.

Sincerely,

******* ******
Business Response
Date: 06/10/2025
Thanks for the opportunity to respond to ******* ******** complaint regarding their order which was delivered and not received from March 2024.

In order to resolve the matter for ******* Hughes we have reviewed their previous outreaches with ************** and confirmed that a reshipment or refund was not processed as the gifts with purchase could not be reshipped. Due to the age of the order, we cannot review the shipment history of this order, and cannot assist with a reshipment or refund. We truly apologize for the inconvenience the matter has caused.

Best ******************************* Advocate
Customer Answer
Date: 06/11/2025

Complaint: 23416042

I am rejecting this response because:
Thank you for the opportunity to continue addressing this matter with Ulta Beauty. While I appreciate their response, the issue remains unresolved and, quite frankly, unacceptable.

Ulta has now acknowledged that:

I did not receive the items I ordered.
I have not been refunded for those items.
They are unwilling to take further action because the order is considered too old to review.

To be clear:
They have admitted that I paid for merchandise I never received and that I have not been compensated in any way. Yet they continue to refuse resolutionnot based on any evidence or fault on my part, but simply due to an arbitrary time limit on their systems ability to review the order.

I respectfully request that this case be escalated to someone within Ulta who has the authority to override this policy in the interest of basic customer fairness. As a paying customer, I should not be penalized for a loss they can clearly verify.

I am prepared to escalate this matter further by filing a formal complaint with the ********************************* if no resolution is provided.

Thank you again for your continued assistance.

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

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