Reviews
This profile includes reviews for ULTA Beauty's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 382 Customer Reviews
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Review fromLeia B
Date: 12/19/2023
1 starLeia B
Date: 12/19/2023
Their point system is not fair value. I had $128 in points, which I used $36 of. I now have $53 in redeemable points due to my point bracket dropping in value for only using part of them. Customer service will not return the points/ cash value lost. I have made many purchases, including those that promise 5 x the points to buildup cash value for future purchases. I am disgusted that they treat their frequent shopping customers this way. I cannot believe I lost cash value in points, because I didnt use them all in one transaction.
ULTA Beauty
Date: 12/20/2023
Hi ****! We completely understand how frustrating this experience has been, and we're happy to clarify. Each point does not equate to a set value. Our rewards program is designed so that the more points you have, the more youll save when you redeem them all at once! If you would like to redeem all your points at once, you are welcome to return the products from the transaction with the partial redemption. Check out this quick guide on our site for more details: ************************************************************************************************************************************Review fromMary S
Date: 12/18/2023
1 starMary S
Date: 12/18/2023
I ordered a product at a price that was available only online. At checkout I was given the option of picking up the item at my local store. The order was cancelled the next day. When I immediately tried to order it for delivery (which I would have chosen the day before except that I was given the option of picking it up in store), the price had changed and the item was full price (half-price when I ordered it). The next day I called customer service and they claimed to be unable to help me except perhaps if I was willing to order the product at full price and then they would credit me after the product was received and paid for -- I find that both unacceptable and hard to believe. I tried to send an email through their system, but one of their drop-down menus is not working so the message can't be sent. This is a simple customer service issue. The company needs to honor the original price and get it to me in time for Christmas. They have chose to be completely unhelpful.ULTA Beauty
Date: 12/20/2023
Hi ****, thank you for sharing this feedback, and we understand how upsetting it must be to have your order canceled due to the item no longer being in stock instore. We would like to make this up to you, and will follow up with you via email. Thank you.Review fromTraci G
Date: 12/15/2023
1 starTraci G
Date: 12/15/2023
Watch your bank account! I purchased a buy 1 get 1 50% off shampoo and conditioner and a couple other items online. I also used a 20% coupon. Everything looked correct at checkout. I agreed and paid the total. I then saw on my bank app that I was charged the full price for everything. I have had 5 conversations disputing the price, trying to get a refund for the overcharge. I was told I would get the refund. Since then Ive been told they dont see where I was overcharged and I have yet to receive any refund. Terrible customer service! I was overcharged almost $40.00.ULTA Beauty
Date: 12/16/2023
Hi *****, we are very sorry to hear that a promotion did not properly apply to your recent order. We would like to follow up with you to look into your order further and get you more information. Please be on the look out for an email from our ***** Services team shortly!Review fromShann A
Date: 12/14/2023
1 starShann A
Date: 12/14/2023
My account was compromised and I called to cancel the order. No one was helpfulI stay in ***, the order was place for pick up in ******* **. I was on the phone for nearly 3 hours and they still gave the thief the order and said its nothing they can do about it now. This was the worst experience I ever had!!ULTA Beauty
Date: 12/16/2023
Hi *****, we are very sorry that there has been unauthorized activities on your Ultamate Rewards account. We will reach out to you via email to get more information about this situation and hopefully answer any other questions you may have. Please be on the look out for an email from our ***** Services team!Review fromMary H.
Date: 12/13/2023
1 starI worked with Ulta beauty exclusively online. They sold me a facial brush that was defective. The battery case would not close, and thus I risked electrocution by using it. I went to ask for a return, but found the only way of doing so was through a chat feature, email, or a phone number. What kind of business operates this way in the 21st-century? I mean a phone call …. What do they think this is, the 90s? The person on the other end of the chat feature made the process as excruciating as possible. He came up with every excuse he could think of not to validate my refund. He finally said he was approving my refund, but I have yet to see it. This has been one of the most difficult and painful business interactions I’ve had in a long time. Ulta’s customer service is a joke and apparently they sell defective products and don’t care very much either wayReview fromNicole M
Date: 12/11/2023
1 starNicole M
Date: 12/11/2023
I placed an order online, the advertised deal was to spend $90 in order to receive a 22 piece gift. Upon checkout, I received confirmation email with the free gift, although the very next day my items were shipped with another email indicating the 22 piece gift was out of stock. I then emailed customer service through the portal to get help. That is not what I received, instead it was just an apology and that is not what I was looking for. Im just very upset that they would offer this in order to persuade customers to spend so much to receive a gift that they are going to take back. Ulta needs to do much better than an apology. This is horrible customer service to resolving a problem. Im sure many other customers would agree that they would feel tricked into spending so much money in order to not receive what was promised.ULTA Beauty
Date: 12/12/2023
Hi ******, we understand how upsetting it must be that this Gift with Purchase ran out of stock at the time your order was fulfilled, and we'd like to take a closer look at this for you. We will follow up with your inquiry via email. We appreciate your feedback, and thank you for being a loyal Ulta Beauty guest.Review fromKiely N
Date: 12/11/2023
1 starKiely N
Date: 12/11/2023
My order was never shipped but because the shipping company says it was because of course they would I cant get my products or a refund. Ive sent multiple screenshots of proof to Ulta and they keep copying and pasting the same tired response. This is more on Lasership/OnTrac for lying but Ulta is the only one that can do anything now and theyre actively avoiding responsibility and ghosting me.ULTA Beauty
Date: 12/12/2023
We can see how upsetting it could be to have a missing order, *****! We will follow up with you via email. Have a lovely rest of the day.Review fromHeidi B
Date: 12/11/2023
1 starHeidi B
Date: 12/11/2023
I made an online order on 12/11/2023 and had a gift card but still needed to pay $14 on my credit card and it didn't say anywhere during the transaction that Ulta would save the credit card and that I would have no option to remove it myself. On their website it says you have to contact guest services to have your payment information removed. I contacted guest service via chat on their website and it seemed suspicious and then I contacted the phone number listed and they said there was no supervisor in ***************** i could speak with and they would have to call me back which also seemed suspicious. This is unacceptable by Ulta and customers be warned - Ulta saves your credit card information without your permission and doesn't allow you to remove it from your account without going through an arduous process of trying to contact customer service.ULTA Beauty
Date: 12/12/2023
We can see how upsetting it could be not to be able to delete your credit card on file. We will follow up with you via email. Have a lovely rest of the day.Review fromTina F
Date: 12/11/2023
1 starTina F
Date: 12/11/2023
I was placing an order online and what I was purchasing was having a 2 for 1 special which I was pleased to see. It stated to select 3 to receive the special however it didnt allow the option to select over 2 items. I called customer service 3 times and was given the run around. They finally stated that the free one would have to be a different color than the 2 that I was purchasing. This was false advertising since no where did it state that. It was a specific brand and I was staying within the brand. The last rep that I spoke with also stated she would give me $5 off my order once it was placed but I have yet to see that. I have never had a problem in store in the past and have always had wonderful customer service but trying to purchase online I will never do again. First and last time. It was such a waste of my time.ULTA Beauty
Date: 12/12/2023
Hi there, ****. We are so sorry for any disappointment and confusion this glitch may have caused. We know this is frustrating and have followed back up with you via email so we can assist further with this. Thanks!Review fromDebi G
Date: 12/11/2023
1 starDebi G
Date: 12/11/2023
I purchased a hair product on October 7th, however, I didn't open it or use it for a while as I was finishing another product. When I went to use it, I noticed it had expired in September and since I was 2 days past the 60 day return, they would only give me store credit. I spoke to the mgr who said there was nothing she could do to override it, even though it was expired when I bought it.I called corporate today and spoke to "******" who was not helpful at all and gave me the same story. When I asked to speak to someone higher up than him, the phone went silent, but he didn't hang up, nor would he respond when I said "hello are you there?" I called back and got ****** again, the same thing happened. I said it is not right to sell expired merchandise and not refund to the original payment method, again, the phone went silent. This is bad customer service all the way around. 2 days past the 60 day return, which I was under the impression I had 90 days. I have been in customer service for 50 years and would never treat someone like this. ****** should be reported and I am now waiting for someone from corporate, to call me back. I just want to have my money credited to the original payment, I don't want a store credit. Why would I even want to continue shopping here and I will now leave reviews wherever possible to prevent this happening to someone else.ULTA Beauty
Date: 12/16/2023
Hi ****, we are sorry to hear that an item you purchased was near its expiration date! We understand how frustrating and concerning this situation can be. Regarding our return policy, anyone can return an item they purchased at Ulta Beauty with a receipt within 60 days to receive a full refund. If it is past 60 days, or a receipt cannot be located, then the product can only be returned for the lowest price the item recently sold for in the past 90 days. If the purchase can not be located, then a merchandise credit will be issued. You can find more information about our return policy on our website. We're not able to reissue merchandise credits as gift cards, but our merchandise credits don't expire, so you can use them in store on your next purchase. Merchandise credits can only be redeemed in store and cannot be used online. We apologize for any inconvenience this has caused you!
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