ComplaintsforULTA Beauty

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive reached out to Ulta customer service multiple times regarding my issue. Ive tried multiple times to check out on the app and I keep getting the same error about my payment method failed, Ive tried multiple different cards, ***** Pay, Afterpay and no matter the payment method I keep getting the same error. Ive used my card at the store and it works fine. Ever time I call customer service they claim its my card and that they are unable to fix it. I started experiencing this after my account was hacked and it took like a week to recover. But now no matter what I try to do I am unable to purchase online. I bought a gift card since they claim its my card the one with the issue and I keep getting the same error.

  

  Business response

  09/25/2024

  Thanks for the opportunity to respond to ****** ******** complaint regarding the error they have been receiving at check out on **************************.
   
  In order to resolve the matter for ****** Ibarra we have reached out to ****** ****** via email to gather additional information about their error. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer response

  09/26/2024

   
  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

  09/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have called several times and emailed several times about not able to buy anything online or the app. They said theres nothing fix when I have tired everything they ask. They dont seem to care.

  

  Business response

  09/22/2024

  Thanks for the opportunity to respond to ******** *********** complaint regarding their current inability to place an order with Ulta Beauty.?
  
  In order to resolve the matter for ********, we have sent them a direct message via email requesting additional details so we can further escalate their concern. We apologize for the inconvenience this has caused you.
  
  Best Regards,?
  Guest Service Advocates

  Customer response

  09/23/2024

   
  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

  09/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I Placed the Order M136932970 with ULTA. I was Charged ****** twice and received a notice that THEY had cancelled the order. The charges remain and No product was received. They hace refused to refund.

  

  Business response

  09/22/2024

  Thanks for the opportunity to respond to ***** ****** complaint regarding their order which was cancelled, however the guest reports they were charged twice without the charges reversing.? 
  
  In order to resolve the matter for *****, we have sent them a direct message via email. We apologize for the inconvenience this has caused you. 
  
  Best ******************************** Advocates

  Customer response

  09/23/2024

   
  Complaint: 22313481
  
  I am rejecting this response because: I only got an email from Ulta saying, your office contacted them, and were investigating the case. Nothing has been resolved, I havent gotten my money back. 
  
  Sincerely,
  
  ***** ******

  

  Business response

  09/26/2024

  Thanks for the opportunity to respond to ***** ******' complaint regarding their cancelled order charge not reversing with their financial institution. 
   
  In order to resolve this matter for *****, we are further reviewing this matter and will continue to connect with them via email as we work on reviewing their concern with our internal teams. We appreciate you being patient while we review this further for you.
   
  Best ************************* Advocate 

  Customer response

  09/27/2024

   
  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

  09/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  l had an order placed on 9/12 to the correct address when checking out upon receiving the confirmation email I saw that the shipping address had changed to an address I have not lived at for over a year. I have talked to 4 people one of whom was a supervisor and this is still not resolved on 9/12 I had a chat conversation assuring me that it would be rerouted, 9/13 I had two chat conversations assuring me it had been input for a reroute, and a phone call on 9/15 where I spoke to both a *** who confirmed that a reroute had not been processed and that they had no record of the package shipping or the tracking number I provided then I spoke with a supervisor who said he would process a reorder since the system had an error and hadnt updated the shipping status and he had to wait but that he would email me with a reorder confirmation and expedited shipping. On 9/16 I sent an email requesting an update only to receive no response back. I sent a follow up email on 9/17 requesting an update by end of day 9/19 on the status of my reorder and have at this time received no response.

  

  Business response

  09/21/2024

  Thanks for the opportunity to respond to ***** ******** complaint regarding their recent order being sent to an incorrect address.
   
  In order to resolve the matter for ***** Settle we have provided a refund for this order on 9/19/24, and this refund should appear on ***** ******** account within 3-5 business days. We were unable to reroute or reship this package as we cannot modify orders. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer response

  09/23/2024

   
  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

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Saturday September 14th at around 6:40pm CST, I visited the ****************** Ulta location (store #***) in hopes to find the perfect foundation! I was able to narrow down my foundation choice between two shades in the Este Lauder double wear foundation. I saw a sales associate and asked if it was possible to get a sample of the foundations for me to try out. She immediately let me know that she couldnt not provide the sample due to store policy. I asked her to elaborate on the policy as Ive also worked in the cosmetics industry at various executive levels for 10+ years and Ive never denied a client a foundation sample as this is really the best way to have clients feel comfortable and confident with their final purchase and less likely to return the product. She rudely insisted that its the store policy and theres nothing she can do about it. I was really shocked and disappointed at this response and asked to speak with a manager. I was approached by *****, the operation manager of this location and she already had a condescending demeanor as she approached me. I immediately felt uncomfortable and tried to explain the situation to her. She insisted that it was store policy and kept repeating that I could purchase the item and return it if I wasnt happy. I explained to her that buying a foundation and having to return it is not the best use of my time and also not something I feel is professional to promote as an alternative to a sample. Shouldnt we feel confident with our purchases rather than be encouraged to return them? As a black woman, and new mom, I felt overlooked, pushed aside, and not important. I felt so discouraged and felt so uncomfortable, I cut my plans to continue to explore other items on my list short. I left the store feeling defeated and frankly sad. What was supposed to be a time of self care where I felt refreshed, renewed, and energized turned out to be an extremely negative experience.

  

  Business response

  09/19/2024

  Thanks for the opportunity to respond to ********* ********* complaint regarding their recent negative experience in our Conroe Marketplace location.
  
  In order to resolve the matter for ********* ******* we have escalated their concerns to the store operations team for this location. We have asked that the store operations team reach out to  ********* ******* regarding their experience. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought only $62 worth of merchandise. Two payments were reversed by them (Comenity) one via their website and one over the phone, in the meantime I was never told about this. Four months later, the charged me late fees and interest. I paid for the merchandise, one late fee and interest. Nevertheless, they continue charging me late fees. Every month, $41 late fee over late fee. The account is now at $289 and nobody seems to be able to stop this company to keep charging late fees over late fees. I do not owe them anything other than late fees. The card is closed, I have never put foot on the store and I will never do. I called many times and they refused to void the late charges, every month. This is illegal and they keep doing it.

  

  Business response

  09/19/2024

  Thank you for the opportunity to respond to ******* ********* case relating to their Ulta Beauty Rewards credit card account.
   
  As we understand the complaint, ******* Caamano has expressed concern regarding the balance on their Ulta Beauty Rewards credit card. The Ulta Beauty Rewards credit card is issued and managed by *********************, now operating as ***************. Ulta Beauty neither issues the credit card nor controls its payment terms. Any account inquiries and concerns would have to be addressed by **************** who can be reached via phone at **************. We provided the feedback of this complaint to *************** and apologize for any inconvenience this may have caused. 
   
  Best ************************** Advocate

• Initial Complaint

  09/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Im unable to place any online orders through the app or **************************. As a Ulta rewards platinum member this is beyond frustrating since I cant get any of their online only items or sales that they run regularly. Ive spoken to multiple representatives who dont have a solution to resolve this.

  

  Business response

  09/19/2024

  Thanks for the opportunity to respond to ****** ****** complaint regarding the errors that they have been receiving at check out. 
   
  In order to resolve the matter for ****** **** we have escalated ****** ****** concerns to our internal teams to review the error further. Once we have an update, we will follow up with ****** **** via email. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

• Initial Complaint

  09/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited Ulta to get blonde highlights on September 13th. The first stylist, *****, gave me orange hair with large, visible roots instead of the blonde highlights I requested. Concerned about the results, I returned to the salon for a correction.During the second visit, they attempted to fix the color but ended up dying my hair back to my natural shade of brown, with some natural highlights. After undergoing two treatments, I was left with the same color I had before visiting the salon, which was not what I originally asked for. My hair is also very damaging from 2 processes.These two visits took up a significant amount of my time hours spent at their salon on both a Friday and a Sunday. In total, I paid $135 for the service, along with $5 and $30 in tips, despite not receiving the outcome I requested or expected.I am extremely dissatisfied with the results and the entire experience. I believe that I should be compensated for the time, money, and effort that I spent at the salon without receiving the blonde highlights I requested. I kindly request a refund of the service fees of $170

  

  Business response

  09/17/2024

  Thanks for the opportunity to respond to ******** ******** complaint regarding their salon service. 
   
  In order to resolve the matter for ******** ****** we have escalated this matter to the store team for assistance and resolution. We truly apologize for the inconvenience the matter has caused. 
   
  Best ************************* Advocate

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cannot place an order. It tells me to check my address or card. I have contacted customer service multiple times. Nothing ever gets done. This has been going on for months. My card and address are correct.

  

  Business response

  09/16/2024

  Thanks for the opportunity to respond to ***** ******** 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

  09/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was sold a defective product The *** CLEAN ACNE did not work at all. I return to the store two days later, and the manager refused to refund or exchange. I called customer service and did not receive a call back as promised.. I also contacted customer service via email and did not receive a response or any resolution towards the problem

  

  Business response

  09/16/2024

  Thanks for the opportunity to respond to ****** ******' complaint regarding their recent in-store experience.? 
  
  In order to resolve the matter for ******, we have sent them a direct message via email requesting additional details so we can further review and assist. We apologize for the inconvenience this has caused you. 
  
  Best ******************************** Advocates

  Customer response

  09/21/2024

   
  Complaint: 22287593
  
  I am rejecting this response because:

  The company sent an email I responded right away 5 days ago and I still have not received a response or resolution 
  
  Sincerely,
  
  ****** ******

  

  Business response

  09/26/2024

  Thanks for the opportunity to respond to ****** ******' complaint regarding their inability to return an non-functioning item they purchased in-store. 
  
  In order to resolve this matter for ******, we are further reviewing this matter with the store team and will continue to connect with them via email as we attain additional information. We appreciate you being patient while we review this further for you.
  
  Best ************************* Advocate 

  Customer response

  09/27/2024

   
  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,
  
  ****** ******

*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. ↩