Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have been an Ulta customer for over 10 years and typically the customer service team is very helpful. The company must be experiencing budget cuts and overhead cut backs because this has been the most robotic, unhelpful, unacceptable customer experience I've dealt with through them thus far. On December 23rd I place Order #M153707374 which was for one item. The tracking has not changed since 12/24 stating that its still awaiting carrier pick up from *****. Likely another reason why this issue is happening because ***** is deplorable and Ulta typically uses *** for shipping. When I emailed the store asking for help in the tracking status, the customer service *** and their supervisor kept copy and pasting the same response over and over no matter what my ***ly, "We hope this email finds you well! My name is **** and I am a supervisor here at Ulta Beauty *************** We appreciate you contacting us about your order! We wish to assist you since we understand how thrilled you are to get your items.Order statuses don't always update promptly because of some of the technologies our carriers utilize. In order to investigate this further for you, we would like to get in touch with you again to see if your order has arrived after eight business days (business days do not include holidays and weekends) from the date of your order. Given that you placed your order on December 23, that would be ******* 8.""Investigating" 17 days from when I originally placed the order is unacceptable. I just placed another order for delivery on the Ulta website yesterday and that one is tracking to be delivered today or tomorrow. Asking me to wait for a solution for another week is not one I am willing to accept. If this can't be rectified today please refund the money and I'll go buy the product in person somewhere else. They refuse to refund me even though the item NEVER LEFT ULTA. I want my money back or a ***lacement asap.

  

  Business response

  01/06/2025

  Thanks for the opportunity to respond to **** ********* complaint regarding her delayed order.
  
  In order to resolve the matter for ****, we will be connecting directly with the guest via private message. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate 

  Customer response

  01/07/2025

   
  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

  01/02/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My account was hacked and an order placed using my reward points around 2:15am on 12/28/24. I saw the confirmation email and called Ulta right away, around 2:15pm on 12/28/24. I was told that they could not cancel the order, even thought it was fraudulent and had not been shipped yet. I was told the issue would be escalated and that I would receive an email update. On 12/29/24 I used both the chat feature on the website and the text option and was told the same thing. I was just trying to make sure the order was never shipped out. I have not received an email or any confirmation of my complaint from Ulta. I kept checking the shipping status, and it said awaiting carrier pickup. I called again this morning around 9:10am to make sure this order would not be picked up by *** and delivered. I asked to speak to the "escalation" department or whoever is handling this. The customer service *** told me there was no way for them to call this department, they only correspond via email. They assured me that the internal team already flagged the order and it will not be processed/picked up and delivered, it would be cancelled. They also told me the internal team will track down the ** address and block them from placing any orders with Ulta. I also asked for my reward points to be restored. I checked the tracking status again this afternoon, and it says the order has been shipped and will be delivered on 1/4/25. I am livid. This person is going to be rewarded for hacking into my account, and it absolutely could have been prevented by Ulta. I called the police, but I am afraid to press charges for fear of retaliation, since this person has my full name and address. The screenshots below show the person in ***********, ******* who placed the fraudulent order, and the email address they changed on my account. I have since deleted both the Florida address and the gmail email address from my account. The chat shown in those screenshots occurred after I called on 12/28/24

  

  Business response

  01/04/2025

  Thanks for the opportunity to respond to ******* *********** complaint regarding unauthorized activity.
  
  In order to resolve the matter for ******* we have confirmed the unauthorized activity has been addressed and the points used have been returned, additionally, we have completed outreach via email to *******. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  Customer response

  01/06/2025

   
  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

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/18/2024, I received information that my account address and payment method were updated. I logged in to see fraudulent information added. I immediately changed my password and contacted Ulta. I was promised a follow up within ***** hours. The follow up never occurred, but since no purchases were made I wasn't worried. On 12/28/2024 I attempted to place an order, with multiple payment methods and got multiple errors. I called in again, noted all of the error codes, and was promised a follow up within ***** hours. I pointed out that didn't happen previously, and was assured it would. Today on 12/30/2024, I still can't place an order. I called and the front like customer service agent said my issue was resolved per her notes, maybe they didn't escalate the fraudulent activity. I told her I had escalated that too, and gotten brushed off. She offered to escalate again with ***** hour wait. I had to explain over and over nothing was resolved and she finally escalated me to a supervisor. After explaining my issue to him multiple times, being told there was a fraudulent order I just can't see it (?) but he would escalate and I would get a follow up with priority ***** hours. I'm Diamond status, I spend thousands with you every year, and I'm literally just begging you to address my issues so I can spend money with you. I've literally never felt less like a valued customer. Please, I need someone to take an actual look at my account, fix whatever needs fixed, and contact me.

  

  Business response

  01/02/2025

  Thanks for the opportunity to respond to ********** ******* complaint regarding the error that ********** ***** has been receiving which has prevented check out on **************************.
   
  In order to resolve the matter for ********** Gross we were able to see that ********** ***** was able to place an order on 12/30/24. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer response

  01/04/2025

   
  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. Thankfully someone on their social media team took me seriously and actually helped me. The 2 weeks of runaround are very disappointing.
  
  Sincerely,
  
  ********** *****

• Initial Complaint

  12/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I love Ulta. I particularly love using their app and online buying options. But for the last year I have been unable to place an order on line or on the app. My order history with them is clear. I am not a problem customer. I have been dedicated and loyal. This issue has impacted my ability to purchase items from Ulta since there are just not enough hours in the day to get to the brick and mortar store. Calls to customer service has solved nothing. If ********************** can't solve this problem that is affecting more than just myself, as evidenced by the number of posts on Reddit, they are going to lose those of us that spend freely.

  

  Business response

  12/31/2024

  Thanks for the opportunity to respond to ****** ****** complaint regarding her inability to place orders.
  
  In order to resolve the matter for Toleea, we will be connecting directly with the guest via private message. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate 

  Customer response

  01/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, there has not been a resolution as of yet.  I am giving them a few days since it is the holidays.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  12/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am an Ulta diamond rewards member. Right after Christmas I tried to look for sales on my Ulta app and noticed that my app signed me out. I kept trying to login and tried to reset my password, but never got an email. So I reached out to Ulta customer service December 28th to see what was going on with my account. Turns out someone must have hacked into my account and changed my email address so I can no longer access my account. I tried listing to Ulta all my possible email addresses and they told me none matched what was now showing on my account. Im just so upset with Ultas security measures. I never got an email or any security warning that my someone changed my account email. Ive read online that Ulta in the past has taken MONTHS to fix this sort of issue. I just want to have access back to my Ulta account, so I can make a purchase before the end of the year so I can maintain my Diamond rewards membership that I have now had for 2 years. If it takes months for Ulta to give me access back, I will lost my Diamond membership that I worked so hard to achieve. I even asked Ulta yesterday, if they could for now remove my credit card from my account that was hacked so a stranger wouldnt be using my money, and the response I got from customer service was we are unable to do that. All I ask is for someone to actually look into this and give me control back to my Ulta account and to also improve the security of Ulta accounts with some sorts of 2 Factor Verification that way someone else doesnt have to run into this issue. All I want is to get my account back from whoever hacked in and changed my email and locked me out of my own account.

  

  Business response

  12/31/2024

  Thanks for the opportunity to respond to ******** ******* complaint regarding the unauthorized activity that was flagged on their Ulta Beauty Rewards account.

  In order to resolve the matter for ******** ***** we have restored ******** ******* rewards account and removed the unauthorized information. A password reset email was sent to ******** ***** on 12/31/24. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer response

  01/02/2025

   
  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

  12/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a loyal ulta customer for many years. I place orders every that totaling over $1200 annually. On 12/23/24 my account was hacked. Someone in ******* tried to place a pick up order at an Ulta in *******. Luckily, the 2 orders placed were cancelled. I contacted ulta to have them investigate the hack and they got back to me after about 48 hours saying all was resolved. This is not true. I have been unable to make an online purchase at ulta since then. I believe they have blocked me from purchasing online even though it is not my fault that I was hacked in their system. I have contacted the CEO, and spoken with customer service agents that have offered no solutions or help. I have troubleshooted multiple options to try to fix this (uninstalling and reinstalling the app, trying a different device, deleting my info and re-entering it). Nothing has changed on my account except the hack that occurred on 12/23/24. Id like to place my order, but cannot seem to escalate my issue in their system.

  

  Business response

  12/31/2024

  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 ****** Hope Nowiak we have escalated this concern to our internal teams to review further. Our internal teams have cleared ****** **** ******** cart from their end and ask ****** **** ****** to try checking out again. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer response

  01/03/2025

   
  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

  12/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The skincare line Drunk Elephant issued a voluntary product recall for a number of their moisturizers. The company sent an email on 11/21/24 advising customers to discontinue using the products and explaining the options to return affected items for a full refund and replacement. I returned three full size moisturizers and two mini moisturizers on the recall list to the Ulta in *********, ** on 11/22/24. The manager who processed the return was aware of the product recall. However, she only refunded what I paid for the full size products without refunding the taxes I'd paid on the items or replacing the items. Although I explained that I was traveling and was counting on taking the mini size moisturizers with me, I received no refund or replacement for the mini moisturizers. When I got home and checked my e-receipt I immediately called the store to let them know they had not refunded the taxes I'd paid for the recalled products. The person who identified herself as the other manager claimed she'd never heard of a return being possible without refunding the taxes paid. I've reached out to Ulta's customer service 12 times and they argue that it's ********* Ulta's discrepancy and there's nothing they can do to refund the full amount I'd paid (cost plus taxes). I'm seeking a full refund of the taxes I paid on the returned items in addition to the rewards I'd used for the products and a replacement of the mini moisturizers. I'm uploading the product recall email, the return e-receipt, and the latest Ulta customer service response to the problem.

  

  Business response

  12/29/2024

  Thanks for the opportunity to respond to ****** ************ complaint regarding her returns complaint.
  
  In order to resolve the matter for ******, we will be connecting directly with the guest via private message. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate 

  Customer response

  01/01/2025

   
  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

  12/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My Ulta account was hacked. Several time the perpetrators stole ~$150 worth of point from my account and added multiple fake personal info and credit cards and order items from My account without my authorization. Ulta was able to re-add my value but it kept happening causing me to redeem my point without reason to avoid getting them stolen again and again. I have called customer service several times to which I have asked to talk to a manager who provided a response we are escalating this. Nothing happened after several weeks. I have changed my password and personal information multiple times but somehow this keeps happening. I have been telling Ulta they have to track this seriously as an insider job or big security hole. It continues to happen. If I am forced to close my account I will lose my status. Ulta has not provided info on how to transfer my status to a new account so I do not lose my status and avoid keep getting hacked. No attempt has been made to my credit card but yet the perpetrators have access to my account info since every time I change the password they are able to log in to my account and order items which means my information is now being mishandled. I will file a complaint to the *** about this as well. I attached screenshots of the perpetrators changing my emails to theirs, getting access to my information and including theirs (fake or not). I need Ulta to be able to give me an account that is not my current one with the same status I have to date and store credit for the inconvenience and their inability to figure this our. This is unacceptable and they need to be able to explain how my account, maybe others, are being hacked and information stolen.

  

  Business response

  12/30/2024

  Thanks for the opportunity to respond to ********************* complaint regarding their account concerns.
  
  In order to resolve the matter for ****** we will be connecting directly with the guest via private message. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate 

• Initial Complaint

  12/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 3 gift cards of $50/each and I only received 2. When Ulta sent me the email that my 3 giftcards were being shipped and provided this tracking # ********************** which showed delivered on 12/24. I checked my mailbox and I only received 2 of the gift cards. I contacted customer support and was told that the 3rd card will be arriving separately. I requested the tracking # for this 3rd card that apparently was sent separately and they just provided me with this same tracking info which already showed delivered. I called the cashstar # they gave me for support ********** which is jist an automated system that doesnt allow me to speak to anyone for help and just puts me through an automated system loop. I called in and spoke with regular customer service and they said they couldnt help, i requested to speak with a supervisor who then again suggested I speak with gift card support (cashstar) but I told then the automated system was of no help, supervisor offered to call themselves and after having me on hold for about 10minutes they hung up on me and never called me back. I need my money back for this 3rd card I never received - ulta can cancel the gift card if they ever really sent it - and give me my money back. Nobody wants to help and keep putting me through the loop

  

  Business response

  12/29/2024

  Thanks for the opportunity to respond to ********* ********** complaint regarding the delivery status of her gift card.? 
  
  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?
  
  

• Initial Complaint

  12/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have had my Ulta account approximately 10 years. The information for my account is as followed. ******* **** ************************* ************ reward member id: ************* last order was M154235101 I received an email to my ************************* from Ulta on 12/21 saying an address had been changed. I then tried to go onto my Ulta app and was logged out. I went to log back in, and it said my information was not correct. And when i did the password reset, nothing is being sent to my email. I tried chatting and emailing with Ulta, and they said there is a different email on file. was totally hacked. But Ulta will not help me more than that. Which isnt any help. I need in to my account. I have $80 rewards cash on there and i believe my credit card information is on there. Ulta is not helping me back into my account at all. I am very frustrated and scared.

  

  Business response

  12/29/2024

  Thanks for the opportunity to respond to ******* ****** complaint regarding their Ulta Beauty Rewards account.? 
  
  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

  12/30/2024

   
  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. Good morning
  I had just emailed a complaint in the past hour and it has been resolved. Assistance no longer needed 
  Thank you 
  
  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. ↩