ComplaintsforULTA Beauty

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My account was hacked & the hacker changed both the email address & password associated with my account. I reached out to Ulta, and the conversation did make me feel better. The representative (********) understood I was unable to log in (the cause of my text) because my account was hacked (which she told me). The hacker changed my ***************** Nevertheless, ******** asked that I confirm my address & loyalty member #. When I informed ******** that I didn't know my member #, she told me to LOG INTO MY ACCOUNT. I reminded her that I could not log in, so she suggested that use the "Find my ID" feature on the website, which required that I USE MY EMAIL ADDRESS, which SHE had already INFORMED ME WAS CHANGED BY THE HACKERS. I was told, "In order to escalate this to our internal team we need that you can confirm your member ID number." At that point, I asked this could be escalated to someone else and if they could call me. At that point, she said it was escalated (I guess because I asked?). I asked some more questions: What is happening in the meantime? Does someone else still have access to my account? Were they still able to order anything from my account? She said, "they can't anymore since this was escalated." (So if I didn't ask that it be escalated, they would still have access?) I asked for the address any purchases were sent to, so I could file a police report & to know what was purchased & how it was paid for. ******** said she was not allowed to share that information. I asked, "When should I hear back? How so?" & was told, "We don't have an estimated time, once we hear back we will reach out to you." (I was never told how.)In the meantime, I have no idea what the hacker's spent, but my account's linked to my credit ***** *** had a gift card with a remaining balance and a decent amount of rewards. Additionally, a stranger has access to my credit card info, my cell phone number, my email address, and my home address, which is extremely concerning.

  

  Business response

  07/17/2024

  Thanks for the opportunity to respond to ********************************* complaint regarding her account concerns.
  
  In order to resolve the matter for **** ***** we have restored her account and points as well as sending the guest a password reset. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  Customer response

  07/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is somewhat satisfactory to me. However, I think it is important to note several things: 1) There are many issues with customer's accounts being hacked on the ********************** website. 2) When victims (like me) reach out to customer service, the associates are vague/ unhelpful. 3)It also seems the only way to have the issue rectified expeditiously is to file a complaint through the BBB (as there many accounts of people waiting weeks or months for help). 

  Ulta, do better. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I shop at store *********************************** about once a month. Over the last year the cashiers have been increasingly pushy that I need to give them my phone number and open an Ulta Account. With every purchase, I decline to give my phone number or open an account. Initially I was simply given a list of the benefits of opening an account, but when I refused a second time the transaction went through. On my last three visits I have been told that I can't make a purchase without giving them a phone number. Cashiers have asked for other customer's phone numbers behind me in line when I am making purchases, telling me "We have to put in a phone number, so don't you at least want someone else to get credit for your purchase?" Today I was told that I can't make a return unless I have an Ulta account. When I told the cashier today that this contradicts their own return policy, he responded "Well, that is what management instructs us to tell people." I would like the employee training to be modified to stop pushing their loyalty club so aggressively and for them to stop instructing their employees to make false claims during the purchase process.

  

  Business response

  07/16/2024

  Thanks for the opportunity to respond to ********************************* complaint regarding their concerns with their recent check out experiences in store.
   
  In order to resolve the matter for *****************************;we have passed along these concerns to the store leadership who will review these concerns further and reach out to ***************************** to discuss these concerns. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer response

  07/16/2024

   
  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

  07/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My Ulta.com account was hacked and Im unable to access it and am concerned for security of personal information. In the store, they were able to change my email address back to the correct one *************************** but when Ive tried several times to reset the password, I havent gotten any emails for resetting it. Over 24 hours ago, I spoke with an Ulta customer service representative, who said she passed my information to those higher up and would reach out to me after we hung ip with verification of this so that I could contact her with any other concerns but haven't received this email either.

  

  Business response

  07/16/2024

  Thanks for the opportunity to respond to ***************************** complaint regarding the unauthorized activity they noted on their Ulta Beauty Rewards account.
   
  In order to resolve the matter for ************************;we have escalated their concerns and are working to restore ***************************** account. Once our internal teams complete their review and updating the account, we will follow up with ************************* via email. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer response

  07/16/2024

   
  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

  07/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My Ulta account is hacked. I need my email restored on my account and the order cancelled and my $50 in points restored that were stolen.

  

  Business response

  07/15/2024

  Thanks for the opportunity to respond to *************************** complaint regarding their Ulta Beauty Rewards account and unauthorized points redemption.? 
  
  In order to resolve the matter for *******, we have sent them a direct message via email requesting additional details so our internal teams can further review their concern. We apologize for the inconvenience this has caused you. 
  
  Best ******************************** Advocates

  Customer response

  07/16/2024

   
  Complaint: 21984371
  
  I am rejecting this response because: it has not yet been resolved. I responded to their email right away but havent heard back yet. I do not feel comfortable accepting the response and therefore closing this claim, until the issue has been fully resolved, which it has not been as of this time. Thank you very much.
  
  Sincerely,
  
  ***********************

  

  Business response

  07/17/2024

  Thanks for the opportunity to respond to *************************** complaint regarding their Ulta Beauty Rewards account. 
   
  In order to resolve this matter for *******, we are further reviewing this matter and will continue to connect with them via email as we have an update on the status of their concern. We appreciate you being patient while we review this further for you.
   
  Best ************************* Advocate 

  Customer response

  07/17/2024

   
  Complaint: 21984371
  
  I am rejecting this response because: It has still not been resolved and I am not comfortable closing the claim until it is resolved. The Ulta rep is saying it may take some time to resolve this, which is fine, but I will not accept their response until I have my account and points back. All they have to do is fix my email on my account and refund the points that were stolen when I was hacked. Ulta needs to have 2FA and seeing how widespread and constant of an issue this has been for Ulta, its ridiculous they have failed to implement additional security measures. The email I received when my account was hacked was only about my address being changed and it looked like a spam email. No Ulta branding or anything. I had to go back and look if there was any email like that at all, which was disappointing. I missed the email very easily and Im sure many others have as well. I just cant believe nothing has changed within Ultas security to prevent this from happening. And its not that long of a fix to retrieve my account for me. So Im not sure why theyre saying it will take a long time. Probably because they have such an excess of claims and are flooded with identical complaints due to their lacking security. Disappointing. 

  Again, I will not accept any response from Ulta within this claim until it has been fully resolved. Thank you.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My account had been hacked and *** contacted them multiple times and I have not heard back from them with a solution. They said they have escalated my issue but Ive yet to receive anything. My account was hacked and all the information was changed. I have a lot of points worth a lot and I would like for the issue to be fixed so I may receive my account back and have all my points restored.

  

  Business response

  07/11/2024

  Thanks for the opportunity to respond to **** You's complaint regarding their account. 
  
  In order to resolve the matter for Bway You we have restored their account and points. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer response

  07/12/2024

   
  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,
  
  Bway You

• Initial Complaint

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Within the last 24 hours (7/8/2024), I've been unable to access or use their app without it saying "page not loading. Please refresh."I've done all I can to troubleshoot on my end, it's not my ISP, it's not reinstalling the app or clearing the cache.I've reached out twice to customer support but both times have been told to reinstall. When that didn't work they told me to either just wait it out or that they were going to forward my case to internals and to keep an eye out for an email. I asked for a time frame, the first representative refused to give me one. The second just said "As soon as possible."It's been a few hours now and still no word or anything. I'm appalled at the situation and the s***** customer service or lack there of. If someone could genuinely do their job and help me so I can use your app and actually make purchases with you, then that would be great. Especially when half of your deals are only through the app, but I can't even use your app because it's bugging out so bad.

  

  Business response

  07/10/2024

  Thanks for the opportunity to respond to ************************* complaint regarding their inability to access the Ulta Beauty application.?
  
  In order to resolve the matter for ****, we have sent them a direct message via email to confirm if they are still experiencing the issue as our internal teams confirmed this should have been resolved as of today, 07/10/24. We apologize for the inconvenience this has caused you.
  
  Best Regards,?
  Guest Service Advocates

  Customer response

  07/11/2024

   
  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

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted Ulta customer service since June 23rd about not being able to make an online purchase through the app, website, or store to door. I have tried multiple cards, even gift cards and the error message says it fails to validate my payment method.The customer support has given no resolution and when I ask for an update they just copy and paste the previous response.

  

  Business response

  07/10/2024

  Thanks for the opportunity to respond to ***************************** complaint regarding their inability to place an order.
  
  In order to resolve the matter for ******* we have sent outreach via email advising this is being further reviewed by our internal team and we will reach back out once we have an update. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  Customer response

  07/10/2024

   
  Complaint: 21957651
  
  I am rejecting this response because:

  Ulta emailed relatively quick that my issue was now resolved but after trying to make a purchase I am still unable to and receive the original error I informed them of. 
  
  Sincerely,
  
  *************************

  

  Business response

  07/16/2024

  Thanks for the opportunity to respond to ***************************** complaint regarding their inability to place an order on Ulta.com. 
  
  In order to resolve this matter for *******, we re-escalated their concern to our internal teams who were able to correct the error the guest is seeing. We have reached back out to the guest via email requesting they attempt a new order to confirm their concern has since been resolved. We appreciate you being patient while we review this further for you.
  
  Best ************************* Advocate 

  Customer response

  07/16/2024

   
  Complaint: 21957651
  
  I am rejecting this response because:
  I am still unable to make a purchase as of Jul 16. I emailed back to Ulta with a screenshot of the error again and my new bag ID. 
  Sincerely,
  
  *************************

• Initial Complaint

  07/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  07/06/24 Time 3:52 Trans 1283 Store 546 Employees were making rude remarks on my daughter's appearance, as well as mine. Ulta Beauty is a company that pushes the narrative of promoting self beauty, but hires employees who shame others on how they look. This experience has left me feeling very uncomfortable as well it has made my daughter uncomfortable. I'm sure she'll tell her friend about her negative experience and that will cause a chain reaction. Leading up to potential long term business. I purchased a $42 dollar item, imagine I go 10 times a month for that product. That's $420. Your employees should be trained to assist customers and not look annoyed when asked for help. Or make young customers feel ashamed for even thinking of buying beauty products. I would like a formal apology that is not a copy and paste response. This experience can be very traumatic to a young person's mind. As well breakroom talk should be saved for the break room. It's also not a pleasant feeling when the whole staff looks at you , and after hearing the comments from the employees earlier, you tend to do the easy math and figure out with the disgusted looks and annoyed energy that my daughter and I received. As a dad I tried to not make a scene but I felt I had to, because not only did I receive negative treatment from your physical store, but as well from your call center. Your employee hung up on me, after I had relayed my issue. After I called again with threats to the BBB, they proceeded to help me.

  

  Business response

  07/09/2024

  Thanks for the opportunity to respond to ***************************** complaint regarding their experience in store on 7/6/24.
  
  In order to resolve the matter for ************************* we have received confirmation from the General Manager of the *******, ** location advising they were able to speak with ************************* about their experience. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  Customer response

  07/09/2024

   
  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

  07/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently had a birthday where friends bought me gifts. I am a collector of different colognes so one of my gifts was a bottle of ******************* Pour Femme *** de ****** which cost $105. Again, this was a gift so I didnt have the original receipt. I understand your stores return policy which states, returns made without a receipt and without the use of an Ulta Rewards member number, and/or returns made after 60 days will be refunded in the form of an in-store credit in the amount equal to the lowest retail price at which the returned product was sold during the 90 day period preceding the return. The fragrance gifted to me was the wrong type (it was for women, not men) so I went to exchange it for a fragrance I actually could use. The Ulta store employee only credited me $50.32 and when I asked about that amount the store employee was unable to explain why the amount refunding was only half of the original price. After checking no one was able to find where this perfume was ever on sale within the past 90 days for $50. My wife shops with ulta frequently and is a platinum rewards member so were pretty familiar with the policies and the frangrances are really never put on sale or even discounted by majority of the coupons you all issue. Usually the only way to get a discount or sale on perfume from ulta is only when you have that rare 20% coupon. So when was this $105 perfume on sale in the last 90 days? And if so, it was really on sale for only $50? That is a discount of over 50% - I have never seen ulta sell frangrances for over half off the original price anyways I went thru with the exchange and had to pay out of pocket all the remaining balance and I find that ridiculous considering someone else already paid that money for my gift in the first place.

  

  Business response

  07/08/2024

  Thanks for the opportunity to respond to **'*************************** complaint regarding their return issue.
  
  In order to resolve the matter for Vu'**** we reached out to the guest on 7/7 and are waiting on a response. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

• Initial Complaint

  07/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Over the past few months, both my mom and I have had an issue whenever we try to place an order via the Ulta Beauty mobile app or website. Whenever an attempt was made, I would receive an error message about the payment despite all of the information being correct. It didnt matter if I changed the card I was using or tried to use Afterpay, PayPalany method wouldnt work. Once I finally reached out to customer service, they responded by saying because there was suspicious activity on my account I had been blocked and only allowed to shop in store. This doesnt make sense considering the suspicious activity in question was me trying different payment methods of my OWN! Ulta is a business that runs quite a bit of online only promotions, and Im a customer who has spent enough money to reach platinum status. This situation makes me feel unappreciated as a customer and quite frankly like they couldnt care less about trying to find a solution. I have almost $100 in rewards money earned and I am seriously considering no longer shopping with this business.

  

  Business response

  07/08/2024

  Thanks for the opportunity to respond to *********************** complaint regarding her inability to order online. 
  
  In order to resolve the matter for Asia we informed her on 6/26 the reason why she will be unable to place online orders. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

*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. ↩