Reviews

This profile includes reviews 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

  
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  Ulta Salon Cosmetics & Fragrance, Inc.

  5410 Pacific Ave Stockton, CA 95207

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  Ulta Salon Cosmetics & Fragrance, Inc.

  2841 Countryside Dr Turlock, CA 95380

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  Ulta Salon Cosmetics & Fragrance, Inc.

  3591 N. Freeway Blvd Sacramento, CA 95834

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  ULTA Beauty

  12715 Citrus Park Drive Tampa, FL 33625

Review Details

• Review fromLeanna L

  Date: 10/06/2023

  1 star

  Leanna L

  Date: 10/06/2023

  *not the store but the customer service*The worst experience in customer service EVER. My account was hacked completely ( they changed my email, name, everything). Luckily, I got my receipts emailed and had my member number. We were able to confirm my account was completely hacked. I asked about my $250 dollars in points and was brushed off, saying they were going to escalate the matter and that someone would call me back in 48 hours. Never got the call. Over a week later, I called them and tried asking what was going on. They told me the matter had been resolved. But I then told them I had no access to my account still. After about 5 tries, I still had no password and was told they were going to escalate the matter and call me back. I told them, I didn't want the call back(because I knew it would never happen), then was told that they found a manager and he would call me back the minute the customer service rep hung up. Never did. Then I called again and asked to speak to a supervisor and was put on hold for over 50 minutes. Only to be hung up on. I spend thousands of dollars at Ulta every year, lost out on my $250 worth of points, and still cannot access my account. This has to be a joke.Im from *********, I know a thing or two about customer service. What a terrible terrible experience. I know better now, and until this is resolved, I will NOT be shopping with Ulta.Please note: I was exceptionally nice to every single rep I spoke with because I know it's not their fault.
  

  ULTA Beauty

  Date: 10/13/2023

  Hi ******, we appreciate you for sharing your experience with us. We share your concern and we understand how upsetting this would be. Please know we take these situations very seriously and we can confirm the issue you're experiencing accessing your account has been escalated to the appropriate team. A member of our team will be following up with you as soon as we have confirmation your account has been fully restored and you will be able to reset your password. We appreciate your patience and understanding.

• Review fromTerri A

  Date: 10/05/2023

  1 star

  Terri A

  Date: 10/05/2023

  I ordered the holiday Advent box from Ulta. I realized that I had sent it to my daughter and not my home address. I saw my mistake when I got the email saying hi to my daughter. I immediately called Ulta and asked for a change of address for the time. My email said it was sent in one hour time frame. I was told they could not change the address. I asked to cancel. I was told they have a one hour policy to cancel. I called my credit card company and they said I can dispute as soon as it posts to my account. So ********************** will ship an item I dont want shipped even tho they know I will dispute it. I would gladly take it if it would go to my address. Silly. I hope they like wasting postage. I wont ever buy from them again and will surely share this with friends
  

  ULTA Beauty

  Date: 10/06/2023

  Hi *****, we appreciate you for sharing your recent ordering experience and we understand how this would be frustrating. After partnering with our warehouse, we were unable to cancel it as your order had already been processed. We truly apologize for any inconvenience this may have caused. To avoid any future confusion, we ask that you visit Ulta.com to update your ****************** address prior to placing your next order! To change your shipping address, you simply need to log into your account on Ulta.com, and use the edit option under Address Book. Once you make the changes and click Update, and your address will be updated! If you have any further questions, please don't hesitate to reach out to us.

• Review fromKayla M

  Date: 10/05/2023

  1 star

  Kayla M

  Date: 10/05/2023

  Horrible customer service. I placed an order for pickup still wasnt fulfilled by 2 hrs went in store before they closed because I needed the products for the next morning and I tried to cancel the online order in store. They associate said she couldnt cancel the order I had to call customer service I did so took a whole day for them to contact me back and then the customer service rep says they cant cancel the order because its ready for pick up so I have to go in store. I also couldnt use the coupon so I ended up paying more that what I anticipated and I was refused a refund for the coupon amount. Ridiculous and so unhelpful.
  

  ULTA Beauty

  Date: 10/06/2023

  Hi *****, we're truly sorry for any inconvenience this may have caused, we would be frustrated too in this situation. We do apologize as we are unable to cancel pickup orders once they have been processed and ready to pick up. The good news is, after 5 days if your order does not get picked up, the pending charge will be removed and you will not be charged. We have gone ahead and emailed you a new coupon that you can use towards your next purchase. We appreciate you for sharing your feedback as it allows us to improve our guest experience.
  

  ULTA Beauty

  Date: 10/06/2023

  Hi *****, we're truly sorry for any inconvenience this may have caused, we would be frustrated too in this situation. We do apologize as we are unable to cancel pickup orders once they have been processed and ready to pick up. The good news is, after 5 days if your order does not get picked up, the pending charge will be removed and you will not be charged. We have gone ahead and emailed you a new coupon that you can use towards your next purchase. We appreciate you for sharing your feedback as it allows us to improve our guest experience.

• Review fromChristina c

  Date: 09/28/2023

  1 star

  Christina c

  Date: 09/28/2023

  Like literally everyone, they have horrible customer service. They use a shipping company that is notorious for not delivering packages and then Ulta refuses to do anything about it. I had an order that was marked delivered and reached out to Ulta immediately because it wasnt, they told me to follow up after the weekend and I did on Monday through chat, was told they would escalate my order for internal review and then reship, I call a few days later to be told they have proof of delivery so there is nothing they can do. I ask if they have a picture of the package delivered and the agent said yes, I then asked for them to describe my welcome mat because it is extremely unique and that would tell me if it were delivered to the right place. The agent then said he was mistaken they didnt have a picture but again, there was nothing they could do. I at this point became frustrated and then asked to speak to a manager. Someone got on the phone and said that they would go ahead and issue the reship and id be receiving confirmation. Which of course never came. Turns out, Ulta customer service is notorious for impersonating managers. Im out of my money and my order. An absolute fraudulent company
  

  ULTA Beauty

  Date: 09/29/2023

  Hi *********, we sincerely apologize that you have not received confirmation about your reshipped order. We have reviewed your previous contacts with our ***** Services teams and see that your order was reshipped to you on 9/26/23 along with a $15 e-gift card for the gift with purchase that could not be resent. We will follow up with you via email to ensure that you received all the correct information with your new order. Thank you for sharing your honest experience with our ***** Services team as we are always looking to improve our services.

• Review fromDaneto M

  Date: 09/27/2023

  1 star

  Daneto M

  Date: 09/27/2023

  It's my birthday month and I haven't been able to order a thing this entire month, and now it's almost over. Each week I've tried to place an order, I encounter an error: coupon not working, items disappearing from my cart, today's most recent one is a M3 error message when trying to checkout for a pick up order. It seems the only way one's able to make a successful purchase is by physically going to the store, but I am unable to do that. I haven't been able to use my prestige coupon, haven't been able to shop during the 21 Days of Beauty, and now I can't even use my birthday coupon! This is so frustrating and disappointing, especially since they keep sending emails with **************** but how is anyone supposed to use it if the ********** are filled with bugs and errors? That makes no sense to me whatsoever. The least they could do is email customers acknowledging the technical issues, or just shut down the ********** until the problems are fixed.
  

  ULTA Beauty

  Date: 09/28/2023

  Hi ******, we are so sorry that you have been experiencing issues checking out online. We love beauty deals just like you and our teams are working very closely together to troubleshoot each issue with guests. We're working hard to make it right for our guests. We appreciate you being patient with us while we resolve this for you, and we understand how incredibly frustrating it must be to encounter difficulties while trying to place an order. We see that our teams have gotten back to us regarding the issues you were having at check out. We will reach out to you via email to provide an update!

• Review fromCassandra B

  Date: 09/27/2023

  1 star

  Cassandra B

  Date: 09/27/2023

  Ulta is run like a scam. They advertise various promotions and do not deliver on their part despite fulfilling the stipulations. Makes it very difficult to reach customer service rep -- even with multiple attempts, methods, avenues. They store payment information even though I opted to "NOT save payment info." My account keeps showing charges despite the website claiming my order did not go through (never specifies why) and I am unable to speak to a rep. ***** to the stores is also unhelpful due to incompetence and poor attitude.
  

  ULTA Beauty

  Date: 09/28/2023

  Hi *********! We are very sorry to hear about the troubles that you have had contacting our ***** Services teams. Our teams were unable to locate your previous contact history, but you can always reach out to our ***** Services teams through the contact us page on our website here: ******************************************************************* Regarding your pending charges, a pending authorization hold on funds may be placed on your account for an order that did not fully go through or a completed order that has not yet shipped. Ulta Beauty does not charge your account until your entire order ships. These holds are usually released within 3-5 business days (business days do not include weekends or holidays). If there is still a hold on your account after the 5th business day, please reach out to our ***** Services teams, and we will be able to assist further!

• Review fromYolanda R

  Date: 09/23/2023

  1 star

  Yolanda R

  Date: 09/23/2023

  Horrible my first order and said was delivered However was not received. They refuse to help in any way. So frustrating
  

  ULTA Beauty

  Date: 09/25/2023

  We can see how upsetting it could be to not receive your order, *******. We will follow up with you via email. We hope you have an amazing rest of the day.

• Review fromShelby S

  Date: 09/21/2023

  1 star

  Shelby S

  Date: 09/21/2023

  This all started the morning Ulta released its promo-free 38-piece set with a value of $318, free with any purchase of $140. I have been waiting for a promo like this, so I went ahead and made sure I had $140 worth of products in my cart and quickly checked out. I wanted to make sure I did not waste any time checking out so I could receive the free 38-piece set. When I placed my order, it said everything was in stock, including the free 38-piece set. 3 days later on September 18, I received an email stating that the rest of my items have been finally shipped but not the free gift with purchase.I immediately tried contacting Ulta through Phone, chat and email. No response at all!! Finally on the 20th ***** on chat offered me a gift card of $25. I thanked her for what she was trying to do. However, $25 was not going to cut it. I asked her if she would accept that after what happened, and she said if she were in my position, she would also not be happy. I told her I wanted a full refund or a gift card equal to the amount of product I had to spend in order to receive the free gift. She said she could not offer that, and when I asked to speak to someone else to see if they could help me, she would not connect me with someone else. Ultas customer service is unwilling to do anything to go over and beyond to make it suitable for the customer; I will continue to advise everybody that I know not to fall for the promotions or give any business to this company. After reading many reviews, I see that it is a pattern. They send out a very enticing email pulling their customers in to spend a lot of money, offering them something in return, and then magically saying that it is not in stock. It is a shame when a company only cares about themselves and not the customers making them money. Im sure nothing will be done however, I thought it was essential to get another review out there against Ulta, and hopefully, one day, they will fully get shut down.
  

  ULTA Beauty

  Date: 09/23/2023

  Hi ******, thank you for reaching out to us regarding your ordering experience. We understand how it would be frustrating for part of your order to be cancelled as we know you were looking forward to it. We try our best to ensure our inventory is as accurate as possible as we're accepting orders, so we're truly sorry that the free gift was out of stock at the time your order was being fulfilled. After partnering with our internal team, the $25 e-gift card is the most we are able to offer at this time. If you would like us to go ahead with sending this gift card to you, please reach out to our team and let us know. We would be happy to assist.

• Review fromLivia R

  Date: 09/17/2023

  1 star

  Livia R

  Date: 09/17/2023

  The birthday gift for Ulta Members is a SCAM!! Totally fake advertisement. They never have it available in the stores, and you are forced to order it online and pay 35$ in shipping costs.Is it really difficult to keep a stock of gifts at stores? So bad for Ulta that their competitors take it so much seriously. Besides that, the customers are denied to file a complaint for this subject. I mean, does Ulta really want to hear their customers? So disappointing!!!
  

  ULTA Beauty

  Date: 09/19/2023

  We apologize for any frustration you may have regarding the September birthday gift being currently out of stock at your location. Unfortunately, we're unable to ship a gift with purchase on its own, as it can only be processed with a qualifying purchase online order while in stock at our warehouse. In the pretty fine print of our birthday offers, it states that this gift is subject to shipping and requires a purchase if doing a pick up order as well. An alternate option in the future would be to contact a different local Ulta Beauty to see if it's currently in stock. You can also ask your local store when their next shipment will arrive or call ahead for a stock check. Our birthday gifts are valid your entire birthday month, so you do not have to only redeem your gift on your birthday. We appreciate your feedback regarding this matter as we are always looking for ways to improve our service.

• Review fromAnn P

  Date: 09/15/2023

  1 star

  Ann P

  Date: 09/15/2023

  I placed an order on September 6th. I didn't realize that a previous address (that I've deleted 3 times) was back on my account. So, I chatted immediately and the order was canceled within 15 minutes. The problem is that I used a giftcard, and I'm still waiting to get that back. I've emailed, chatted, called, and texted numerous times but I cannot ever seem to get through. I want my $500 back. 9 days is way too long to be waiting for a refund. The $0.07 charge to my card was refunded within a day. I just find it weird that prior to that order, I've never had a problem getting ahold of guest services.
  

  ULTA Beauty

  Date: 09/16/2023

  Hi ***! We're sorry to hear that you have not been refunded back to your gift card, our guest services team is experiencing higher than normal volume. We completely understand how frustrating this has been for you, please know our team is working on sending this gift card, and you will receive it soon. We appreciate your patience.