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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My ULTA account was compromised on July 13th when some breached my account and changed my email address, mailing address, and Phone number. They placed and ordered under my ULTA account using my ********************** points and the merchandise was mailed to ************************************ and has a phone number ************. This isnt my address and I have never lived in ** nor do I know anyone in **. I have been in constant communication with ULTA beauties customer service and have had no success. Im locked out of my account they will not fix the issue and for over a month continue to tell me it is being work on. I want access granted back to me so I can secure my account or permanently close it. Im concerned the perpetrators may do more damage to my personal identity. There is a case number with ULTA ********. I need help getting them to respond by fixing this issue. Thanks *******
Business response
08/20/2024
Thanks for the opportunity to respond to *************************************** complaint regarding her recent account concerns.
In order to resolve the matter for ******* we have connected directly with the guest via private message.. We truly apologize for the inconvenience the matter has caused.
Best ******************************* AdvocateCustomer response
08/20/2024
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
08/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Ulta account was hacked. They added an "unauthorized" email alias. I never received any email notifications around this change and attempted to log into my account but was unable to do so due to incorrect password. I tried to reset my password multiple times but did not receive the reset password email. This is because the hacker who added their email address to my account is receiving these notifications. I reached out to ulta for help and they said it would take 3-5 business days to resolve this. I have hundreds of dollars worth of ulta points, my home address, email, phone number, credit cards all attached to my profile which the hacker now has access to (for who knows how long). This is SO unacceptable, I feel as if my personal information was leaked and had no idea and now have to wait a week for get this fixed.Business response
08/19/2024
Thanks for the opportunity to respond to ********************************* complaint regarding her account concerns.
In order to resolve the matter for *****, we are currently working to resolve her account issues and will be connecting directly with the guest via private message once completed. We truly apologize for the inconvenience the matter has caused.
Best ******************************* AdvocateCustomer response
08/20/2024
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
08/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The website was hacked and my email address was changed without my permission. I am unable to change the email address back. I contacted customer support through chat but they said that they'll escalate the issue but no further action was taken. I need to have my account information restored and any points used put back on my accountBusiness response
08/16/2024
Thanks for the opportunity to respond to *************************** complaint regarding their account.
In order to resolve the matter for ************************;we have escalated this matter to our internal teams. We truly apologize for the inconvenience the matter has caused.
Best ************************* AdvocateCustomer response
08/16/2024
Complaint: 22143690
I am rejecting this response because I have been told that the issue has been escalated by multiple agents and the issue has yet to be solved.
Sincerely,
***********************Business response
08/20/2024
Thanks for the opportunity to respond to *************************** complaint regarding their account.
In order to resolve the matter for ************************;we have restored their account. We truly apologize for the inconvenience the matter has caused.
Best ************************* AdvocateCustomer response
08/20/2024
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
08/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I can't place online orders for over a year! either via web browser or phone app. This just happened out of nowhere. Purchasing online and picking-up doesn't work either! I tried all credit cards, ******* logging out and logging back in again, clear browser history and cookies, trying different web browsers, deleting and reinstalling the app, different devices (computer, laptop, iPad, my friends' devices), trying checking out as a guest but linking with my reward membership, NONE of these above worked! I chatted with customer service online or over the phone, but they said nothing wrong with my account and they have nothing to do with me. They just told me to try again later, they can't help me. Last time I placed an online order with *** 2023, and now today is August 2024. They still didn't fix the issue and they even didn't how to! I can only purchase in store since last year, and there were no order history on these in-store orders recorded my account! I don't know why. I'm really upset because I missed all events and great deals, not to mention the online exclusive products and deals, as well as multiple points! I also cannot enjoy the birthday month gift as well. This is so frustrating. I used to love Ulta over Sephora, but now, I think I will stick to Sephora. No Ulta any more.Business response
08/13/2024
Thanks for the opportunity to respond to ********************* complaint regarding online ordering.
In order to resolve the matter for Mengu Han we have reached out directly to the Guest to assist via private message. We truly apologize for the inconvenience the matter has caused.
Best ************************* AdvocateInitial Complaint
08/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I attempted to pay online on 7/19/24 and the website errored out and I had to pay on 7/20/24 and there was a late fee assessed and the company will not waive it and I want the late fee waived as this was not my errorBusiness response
08/13/2024
Thank you for the opportunity to respond to *********************************' case relating to her Ulta Beauty Rewards credit card account.
As we understand the complaint, ********************************* has expressed concern regarding the balance on her Ulta Beauty Rewards MasterCard. The Ulta Beauty Rewards MasterCard 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 ***** Financial, who can be reached via phone at **************. We provided the feedback of this complaint to *************** as well as the store operations teams and apologize for any inconvenience this may have caused.
Best ***************** Services AdvocateCustomer response
08/13/2024
Complaint: 22134083
I am rejecting this response because: I already spoke with them and escalated the issue and they declined to waive the fee and I want to be reimbursed for the ***** fee
Sincerely,
*********************Business response
08/13/2024
Thank you for the opportunity to respond to *********************************' case relating to her Ulta Beauty Rewards credit card account.
As previously stated the Ulta Beauty Rewards MasterCard 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 ***** Financial, who can be reached via phone at **************.
Best Regards,
Guest Services AdvocateCustomer response
08/13/2024
Complaint: 22134083
I am rejecting this response because: I want corporate at Ulta to contact them and have them waive the fee at bread financial as they handle the credit card in your name
Sincerely,
*********************Initial Complaint
08/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
March 2024 I noticed that I had an additional shipping address, a different date of birth and phone number attached to my ulta account. I was able to delete the additional address. I contacted ulta to have my dob and phone number changed. This is not any info that I inputted. The phone number and address were a different state that I have not live in and did not at anytime have this info. The *** said that it would need to be handled by internal review and its an error when then changed their platform. All the while someone elses info is attached to my account and who knows who has my info attached to their account. ********************** fixed my DOB. But Im get the run around about my phone number. I just want my phone number changed.Business response
08/13/2024
Thanks for the opportunity to respond to *********************** complaint regarding their account.
In order to resolve the matter for ******************* we have escalated this matter to our internal teams. We truly apologize for the inconvenience the matter has caused.
Best ************************* AdvocateInitial Complaint
08/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I contacted ulta customer service over email, and I just had enough after the 12th copy and paste email. They dont address the problem and send a reply that doesnt even pertain to the issue. Ver very frustrating and so unprofessional!I bought two items and upon opening them at home, the items are completely dried out. I believe it might be either old or the seal isnt tight.I cant return these items back to the store because it came in a pack of other products that I need. So I was requesting them to send 2 of the Dime eye serum (defective products ) or a gift card. Not too much trouble right? I requested a manager contact me several times and all I get every time is an email about the most random things! Its such an easy fix, yet they cant even address my simple email that I sent, every single time. I think the employees are lazy and dont care if Im being honest. Thank goodness for the BBB!!Business response
08/13/2024
Thanks for the opportunity to respond to ***************************************** complaint regarding their items.
In order to resolve the matter for ************************************* we have previously advised they must return to the store for any kind of return or refund as the items were purchased in store. We truly apologize for the inconvenience the matter has caused.
Best ************************* AdvocateCustomer response
08/13/2024
Complaint: 22125996
I am rejecting this response because:
They can issue a gift card out of courtesy and I wasnt advised this was my only option.
Sincerely,
*************************************Business response
08/14/2024
Thanks for the opportunity to respond to ***************************************** complaint regarding their items.
In order to resolve the matter for ************************************* has been advised they must return to the store for any kind of return or refund as the items were purchased in store. ***** Services cannot complete returns for orders purchased in store. Ulta Beauty considers this matter closed.
Best Regards,
***** Service AdvocateCustomer response
08/14/2024
Complaint: 22125996
I am rejecting this response because ulta doesnt understand that I cant return this item because they dont have a replacement and I have the other items that are different brands that came in this variety beauty box. Also, they can easily send me the defective item OR send a gift card or a refund without returning. Ulta do you not understand the nature of this product? Its a variety pack from different brands and these Dime eye serums were the only ones that were dried out upon opening. Doesnt that make sense?! ****** talk about stingy. Ive had good customer service where this was the resolution without going to such extremes as having to file with the BBB. Id like the ******** from Ulta to reply to this complaint or get the person who is replying because this is absurd.
Sincerely,
*************************************Initial Complaint
08/10/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
08/10/2024 I went inside of the store to do a return and the cashier needed a manager. She asked if I had use the product. I told her no the manager came and took the product out of the box and then refused my return and did not give me a reason I bought this item less than one week ago and had the receipt and paid cash. I felt judged and mocked.Business response
08/12/2024
Thanks for the opportunity to respond to *************************'s complaint regarding her experience returning an item in-store.
In order to resolve the matter for *************************, we have escalated her concerns to the store team who will be connecting directly with the guest. We truly apologize for the inconvenience the matter has caused.
Best ******************************* AdvocateInitial Complaint
08/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Hi, Ive been an Ulta beauty customer for an incredibly long time and theyre customer service used to be amazing. I can no longer place any online orders for the past 4 months due to a glitch on their end with no end in sight. My issue has been escalated so many times with zero update. I am a caretaker and rarely get to leave the house so its nice when I get to escape in online shopping. I cant even redeem the rewards points Im spending money on because of this and Ulta isnt doing anything g to fix it.Business response
08/10/2024
Thanks for the opportunity to respond to ***************************** complaint regarding the error they have been receiving at checkout.
In order to resolve the matter for ******************;we have escalated this issue to our internal teams for additional review. Once we have an update, we will follow up with ************************* via email. We truly apologize for the inconvenience the matter has caused.
Best ******************************* AdvocateCustomer response
08/13/2024
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
08/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My Ulta account was hacked to make a pickup order in GA while im in AZ and all my points were used as well as my credit card charged. Ive contacted customer service for both my credit card and ulta and said my issue was escalated. however, I tried to chat with someone about my account being logged out of all devices due to the hackers STILL BEING IN MY ULTA ACCOUNT. They keep adding stuff to my cart and trying to make changes to my account. The customer service representative kept telling me my point refund was on its way when that is not what I was asking and when I asked if they were going to actually answer my concern they stopped responding. What is the point of me getting my points back and changing my password if my account is still logged into by the hacker? I need my account logged out of all devices so they cannot use my new password. I also want my points back now so I can use the rest and never use this company again.Business response
08/10/2024
Thanks for the opportunity to respond to ************************************* complaint regarding unauthorized activity on their Ulta Beauty Rewards account.
In order to resolve the matter for *****************************;we have flagged our internal teams regarding any unauthorized changes to ************************************* account. We recommend updating the password to ************************************* personal email for additional security purposes. We truly apologize for the inconvenience the matter has caused.
Best ******************************* Advocate
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Customer Complaints Summary
2,230 total complaints in the last 3 years.
1,175 complaints closed in the last 12 months.