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 Beauty

  5953 Wesley Grove Blvd Wesley Chapel, FL 33544-8411

• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  4601 N University Dr Coral Springs, FL 33067-4602

• 

  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:06/03/2025

  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.

  Ulta has blocked my online ordering access due to a fraudulent chargeback. I have never filed such incident and have paid for all orders in full. This specific order was completed through Afterpay and confirmed as paid in full per the app. I have spoken to approximately 8 different people via email and phone who all tell me this is irreversible but cannot provide sufficient evidence of me conducting this activity. They claim there is nobody higher to escalate this to and continue to give the same details without any resolution or investigate the matter.

  

  Business Response

  Date: 06/05/2025

  Thanks for the opportunity to respond to ****** ********* complaint regarding being unable to place an order on **************************.
   
  In order to resolve the matter for ****** ******* we have escalated this concern to our internal partners to review further. Once we have additional information to share, we will follow up with ****** ******* directly via email. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23415969
  
  I am rejecting this response because:
  

  There has been no resolution to the concern. Several other representatives have tried to clear my cart in efforts to resolve the issue, however, per other  customer service replies, my account is blocked due to a chargeback that I did not file. Again,  I provided screenshots of the error as well as the order being paid in full through Afterpay which additionally shows no refund has been issued to me for the order. 

  This seems to be a common complaint with ************************** where other customers have been blocked erroneously and given the same runaround with no results in their query. 

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

  

  Business Response

  Date: 06/12/2025

  Thanks for the opportunity to respond to ****** ********* complaint regarding the error that has prevented ****** ******* from checking out on **************************.

  In order to resolve the matter for ****** ******* we have previously escalated this concern to our internal teams who were able to clear the error that was originally preventing ****** ******* from checking out. We have sent a follow up email to ****** ******* directly to gather additional information about the error they are still receiving. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  
  

• Initial Complaint

  Date:06/02/2025

  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.

  Placed an order for over $100 on May 26th. Received email that package shipped same day via ******. Over a week later and ontrac never received the package. Chatted with 4 different customer service **** at ********************** through chat and phone and NOT one offered help other than telling me to wait until June 6th and blamed ontrac for their system not updating! Its NOT ontracs fault they never got the package!!! I even chatted with ontrac and they confirmed they never received the package for shipment. Package should have arrived by now from the next state over!!! Orders placed AFTER have already arrived or are arriving tomorrow! Then I had to be out extra money to place a new order to get the needed products and without the same deals and coupon as the original and who knows if that will even arrive. As a former Diamond and now Platinum member this inexcusable is behavior by Ulta!!!To tell a customer to wait when clearly the package was never sent and was lost is RUDE!! I filed a dispute with my credit card company since you stole my money and offered ZERO customer service and they told you have a record of fighting disputes!!! After this I will NEVER shop with you again and I will inform friends and family to do the same!!!!! Your customer service sucks!!!

  

  Business Response

  Date: 06/04/2025

  Thanks for the opportunity to respond to ****** Case's complaint regarding their online order. 
  
  In order to resolve the matter for ****** Case we have confirmed that their recent online order was placed 5/26/25 and was confirmed with proof of delivery 6/3/25 which is within our 3-8 Business Day delivery timeframe. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

• Initial Complaint

  Date:06/02/2025

  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.

  Unable to place any orders through the website after there was fraud associated with my account. **************** has not helped at all with the issue and I am unable to place ANY orders online, even through creating a new account. I have also tried multiple forms of payment including several credit cards, my Ulta Rewards credit card, and ******. I researched online and it sounds like I have been 'blacklisted' through no fault of my own due to the fraud. I would like my ability to order restored.

  

  Business Response

  Date: 06/04/2025

  Thanks for the opportunity to respond to **** ******** complaint regarding online ordering. 
  
  In order to resolve the matter for **** ****** 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: 06/12/2025

   
  Complaint: 23408129
  
  I am rejecting this response because: Poor correspondence with customer service that takes several days between replies. It appears my account is still 'blacklisted' and I can't order anything online still.

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

  

  Business Response

  Date: 06/12/2025

  Thanks for the opportunity to respond to **** ******** complaint regarding online ordering. 
  
  In order to resolve the matter for **** Crouse we have escalated this matter to our internal teams. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23408129
  
  I am rejecting this response because: Issue is still not fixed. Have not heard anything back in 6 days.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 06/25/2025

  Thanks for the opportunity to respond to **** ******** complaint regarding online ordering. 
  
  In order to resolve the matter for **** Crouse we have followed up with the Guest directly for next steps towards resolution. We truly apologize for the inconvenience the matter has caused. 
  
  Best Regards,
  Guest Service Advocate

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23408129
  
  I am rejecting this response because: I cannot make purchases through no fault of my own and I have FINALLY been told that I need to go into a store and try to get them to fix this for me there. Are you kidding me? It's got to be a joke that this can't be fixed through customer service.

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

  

  Business Response

  Date: 07/01/2025

  Thanks for the opportunity to respond to **** ******** complaint regarding online ordering. 
  
  In order to resolve the matter for **** ****** we have have confirmed that the Guest has multiple loyalty accounts and confirmed directly with the Guest that they must visit a store with a valid ID to have information updates as part of the resolution.
  
  Best ************************* Advocate

• Initial Complaint

  Date:06/01/2025

  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.

  On october 25, 2024. I placed an order online for several items which was delivered to the wrong location and left it in the wrong building.

  

  Business Response

  Date: 06/03/2025

  Thanks for the opportunity to respond to ******** ********* complaint regarding their order from October 2024 which was delivered and not received.
   
  In order to resolve the matter for ******** ******* we have reviewed their delivery and confirmed the orders were delivered from the visual proof of delivery provided by the carrier upon delivery. 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: 06/04/2025

   
  Complaint: 23405293
  
  I am rejecting this response because:
  Heres the proof of how the package wasnt properly delivered even after providing proof you guys decided to not resolve this issue.
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 06/05/2025

  Thanks for the opportunity to respond to Jeryline Granado complaint regarding their order from October 2024 which was delivered and not received.
   
  In order to resolve the matter for ******** ******* 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

• Initial Complaint

  Date:06/01/2025

  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.

  Ulta does not allow me to check out either online or through their app as long as I am logged into my account. I have been unable to complete multiple orders no matter which card, payment method, or browser I use. I cannot redeem my loyalty points either. I cannot order pickup orders. I cannot use my gift cards online. I have been a Platinum member for years, and a buyer at Ulta for longer than that. I just want to be able to complete orders and use coupons that other customers get to use. Just this year alone, I have missed one $20 off coupon, one 20% off my card coupon, and several app-only deals because of their malfunctions. Discussions online point to this being a common CS issue where people are "shadowbanned" for having too many addresses, cards, etc on file. **************** is no help at all and will not help me place orders, and only has me delete cookies, reinstall the app, and so on, none of which ever work. All I want is to be able to have these coupons honored and to be able to order my items!! Currently I cannot check out no matter which card I use, or ******, or even using only gift cards or points to check out.

  

  Business Response

  Date: 06/02/2025

  Thanks for the opportunity to respond to ********* Major's complaint regarding her inability to place orders online.
  
  In order to resolve the matter for *********, 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 ******************************* Advocate 

• Initial Complaint

  Date:05/31/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 separate orders. One was for same day delivery . My order never came so I called in. Theyre telling me that they called the store and there was a glitch and they escalated the issue in their internal team. This is unacceptable. I dont have my products or my money back and theres no time frame for when a resolution can be handled. This is ridiculous that I cant pick it up, have it delivered or simply cancelled! I spent almost $200!! I need someone to CALL ME immediately about this issue since your customer service is useless about this! I am attaching screenshots of both orders!! Please Call me directly immediately not email! CALL ME REGARDING THIS!!

  

  Business Response

  Date: 06/03/2025

  Thanks for the opportunity to respond to ** *********** complaint regarding their cancelled same day delivery and ship to home orders and the pending charge for these orders. 
   
  In order to resolve the matter for ** ********* we have reviewed this orders and confirmed that both are cancelled. It can take 3-5 business days for any pending charges for these orders to fall off. We also advise that ** ********* can reach out to their financial institution with additional questions if they are seeing the pending charges past the 5th business day. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23402647
  
  I am rejecting this response because:
  

  and can you see why Im unable to use online  orders?  Am I blocked !!? Every time I try to order it cancels even with the correct billing info I dont understand

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

  

  Business Response

  Date: 06/05/2025

  Thanks for the opportunity to respond to ** *********** complaint regarding their recent ************************** orders which were cancelled.
   
  In order to resolve the matter for ** ********* we advise that ** ********* may need to review their payment and billing information when checking out to confirm that all information is correct down to the spelling and capitalization of the information to ensure it matches what their financial institution has on file. 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:05/31/2025

  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.

  While visiting *********, ******, I purchased a lip scrub from Ulta Beauty that was advertised as an effective exfoliating product. However, the product did not perform as claimed. It was excessively greasy, and even after multiple attempts to wipe it off with water and a towel, the greasiness remained. The scrub clearly prioritized wax over exfoliation, and the lack of effective exfoliating beads made it a disappointing and ineffective product.I contacted Ultas customer service requesting a refund or return, and they repeatedly told me that I would need to return the product to the original storewhich is unreasonable, as I was on vacation in ****** and have since returned to my home in *******, ********. I should not be expected to travel back across the country to return a small $11 item.This rigid return policy is not customer-friendly, especially given the circumstances, and fails to accommodate reasonable, good-faith requests. The product did not meet expectations, and I made a genuine effort to resolve the issue.I am demanding a full refund of $11 for the lip scrub due to the products ineffectiveness and the inflexible return policy that places an unfair burden on out-of-state customers. A national retailer like ********************** should have a more reasonable and customer-focused approach for handling returnsespecially for small-ticket items purchased while traveling. I will sue and file a chargeback if I don't get a refund.

  

  Business Response

  Date: 06/02/2025

  Thanks for the opportunity to respond to ************************* complaint regarding their request for a refund for an item purchased in-store.
  
  In order to resolve the matter for ******, we will be connecting directly with the guest via private message. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 06/03/2025

   
  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:05/31/2025

  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.

  February ******* made an in store purchase from Ulta Beauty. The products I was not satisfied with and contacted Ulta customer care. They sent me a return label and I returned the products via **** and they received the package March 3 and I was told within 30 days I would have my refund. Here we are 90 days later and I still do not have my refund. I have emailed, texted, and called Ulta and been given the run around and told they have sent it to higher up to look into it. I just want my refund.

  

  Business Response

  Date: 06/02/2025

  Thanks for the opportunity to respond to ****** ******** complaint regarding their return.
   
  In order to resolve the matter for ****** we have requested a refund be sent to the guest. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate
  
  

• Initial Complaint

  Date:05/30/2025

  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.

  Back in December I was in ******* visiting family. My grandmother gave me $25 so I went into ulta to purchase a gift card for myself to use later. While at ulta I also purchased myself a tote bag as well as the gift card worth $25. The cashier handed me the bag and I assumed my gift card was also inside. Once I got to the car, I double checked and the gift card was not there, only the tote. I went back inside and the same cashier states that she forgot to give it to me , apologized and handed the gift card to me and then I left thinking everything was fine. Once I went to use the gift card for a purchase about a month later, it kept saying gift card invalid. I tried multiple times to use it and it said the same error message. I tried contacting ulta after and was just tossed around between them and cash star gift card services with no solution. I was told by someone that I would be able to get an e-gift card sent but then told that wasnt happening. Then I was told all I had to do was go into the store and have them activate it. I tried that at the exact location and was told it couldnt be done and I had to contact the same number I had already contacted on multiple occasions. Theres has been such a back and forth for literally the last 5 months with no solution and it is becoming extremely upsetting because this is money lost with no sort of solution or accountability. I also explained to them that I no longer had the receipt for the gift card purchased in cash because I didnt think there would be any issues of this stature. I still have the physical gift card with me and everything. I would really just like some sort of solution because this is very frustrating. I recently contacted ulta beauty guest services and they contacted with me back with not even my correct name and regarding a package, which has absolutely nothing to do with my initial problem.

  

  Business Response

  Date: 06/01/2025

  Thanks for the opportunity to respond to **** Rudolph's complaint regarding their recent gift card issues.

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

  Customer Answer

  Date: 06/02/2025

   
  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:05/30/2025

  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.

  My Ulta Beauty account was hacked approximately a year ago. After finally regaining access, I received an email today stating that my profile had been updated. I attempted to log in but was unable to access my account again. Concerned that it had been hacked once more, I called Ultas customer service.I was informed that my email had been changed. I asked to have my account locked or my personal information removed, including my saved debit cards and reward points. I was told that none of this could be done while my case is under review by their escalation team. This is completely *************** no point was I contacted to confirm or approve this changeno verification was requested via email or phone, despite that contact information being on file. How are hackers able to change key account details without any form of two-factor authentication or verification? The only email I received was a generic notice that my profile had changedno specifics, no action required.Ulta stores sensitive personal data including my address, phone number, and debit card details. With such lax security measures, there's nothing preventing unauthorized users from making purchases using my account. A quick search shows that many others have experienced similar account breaches.I am deeply concerned about Ultas website security and lack of protocols to protect customer information. I want accountability, and I want to ensure no fraudulent purchases are made using my information.Requested Resolution:Immediate lockdown of my account to prevent unauthorized access Removal of all saved payment methods Reinstatement of my reward points A full investigation with updates provided to me directly An explanation of how my information was changed without verification Stronger security protocols for all Ulta customers moving forward

  

  Business Response

  Date: 06/01/2025

  Thanks for the opportunity to respond to *** ******** complaint regarding her recent unauthorized activity. 
   
  In order to resolve the matter for Ami we have restored her account concerns and retuned the guest's points. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23397460
  
  I am rejecting this response because: 

  While I appreciate that my account access has been restored and my points returned, this does not resolve the core issue. This is the second time my account has been compromised, and it highlights a serious and ongoing security problem with Ultas system.

  
  A quick search on ****** and ******** will show that I am far from alone. In fact, after sharing my experience on my personal ******** page, I received multiple replies from friends and acquaintances who also had their Ulta accounts hacked. This is clearly not an isolated incidentits part of a broader pattern.

  
  Whats most concerning is how easy it is for hackers to change account information without any meaningful verification or notification to the original account holder. There should be safeguards in place to prevent unauthorized changes, especially when financial information is stored. Additionally, Ultas current policy of delaying account locking and escalation for several days after a breach puts customers at continued risk.

  
  Until Ulta makes real changes to improve account securityincluding quicker response times, stronger authentication processes, and the ability to lock accounts immediatelythis issue will persist.

  
  I urge Ulta and the Better Business Bureau to treat this as a serious and widespread customer safety concern, not just a one-time inconvenience.
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 06/03/2025

  Thanks for the opportunity to respond to *** ******** complaint regarding her account concerns.
  
  In order to resolve the matter for Ami we have reviewed her feedback and will provide it to the appropriate teams for review. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23397460
  
  I am rejecting this response because:

  Saying my feedback will be shared with the appropriate teams does not address the core issue or provide a solution. This is the second time my account has been compromised, and Ive since heard from many others whove experienced the same. Clearly, this is not an isolated issue.
  
  
  There needs to be a change in how Ulta handles account security and breach responsenot just apologies and internal notes. Customers deserve:
  
  
  Immediate account lock options
  Stronger verification for changes
  Clear, prompt communication after suspicious activity
  
  
  
  
  Without a commitment to real action, this response falls short. Others deserve to be warned, and I will continue sharing my experience publicly until these concerns are taken seriously.
  
  
  
  Sincerely,
  
  *** ******