Complaints

This profile includes complaints 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

  
• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  11850 Pines Blvd Pembroke Pnes, FL 33026-4123

• 

  Ulta Salon, Cosmetics & Fragrances Inc

  2130 Route 35S Holmdel, NJ 07733

• 

  Ulta Beauty

  4310 Buffalo Gap Rd Ste 1184 Abilene, TX 79606-2757

• 

  Ulta Beauty

  5075 Morganton Rd STE 9 Fayetteville, NC 28314-1543

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a $75 Ulta gift card during Christmas season. When i tried to use the gift card recently, the gift card has $0 balance. I called Ulta customer service, and was told by their customer service that the card was used by someone else, not me. The customer service representative escalated this problem to their internal team. Now, more than a month later, they still dont have a resolution for this problem. I reached out to them multiple times and was told the same thing: their internal team is reviewing the incident and dont have a resolution. I am seeking help from BBB to settle this problem as it has taken too long and it is getting frustrating as Ulta cant provide an estimated timeline of when they can reach a resolution.

  

  Business Response

  Date: 03/27/2025

  Thanks for the opportunity to respond to **** ****** complaint regarding their git card. 
  
  In order to resolve the matter for **** Chen we have provided the Guest a replacement e-gift card. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 03/27/2025

   
  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

  Date:03/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was banned from online ordering with Ulta with very little information provided, leaving me guessing as to the problem and without an opportunity to resolve the issue. I was told that the reason for the ban was a dispute dated 11/28/24, but this was not explained to me in detail, and I was not given sufficient information or an opportunity to explain my side of the situation. I am confident that I could clarify the issue if I understood what they were referring to.I have reached out to Ultas customer service several times and found their support to be unhelpful and frustrating. During one interaction, I was instructed to enter multiple credit card numbers and repeatedly add and remove items from my cart over the course of an hour, only to be told that I would receive an email with more informationwhich never arrived. Their failure to communicate clearly has wasted several hours of my time and left me without a resolution.I have been a loyal Ulta customer for years, and I find it deeply disappointing to be treated this way after giving them so much business. If Ulta had communicated appropriately and transparently from the start, I may have been able to resolve the issue before the 21 Days of Beauty sale or even on the sale date itself. Instead, they made it clear that they do not value long-time customers.Additionally, I feel it is inappropriate and unfair that Ulta continues to accept my money in-store while refusing to allow me to make online purchases, especially when some promotions, deals, and items are available exclusively online. This policy is punitive and feels unnecessarily harsh, bordering on abusive.I am requesting that Ulta unban my account and allow me to make online purchases, including the ability to use my gift card. I believe it is only fair for them to address this issue and properly communicate the reason behind the ban, giving me the opportunity to resolve any concerns.Thank you for your attention to this matter.

  

  Business Response

  Date: 03/23/2025

  Thanks for the opportunity to respond to ****** ******** complaint regarding their inability to place an order on **************************.? 
  
  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 Answer

  Date: 03/27/2025

   
  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

  Date:03/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some makeup products online through the Ulta Beauty app on March 3, 2025. The order number was M162274539 and total was $142.44. When the order arrived everything inside the package was spilled and damaged. I have been trying to contact Ulta support for more than two weeks with no resolution, they keep saying they are waiting on a "team" to respond. This is completely outrageous, they are holding my money and I don't have the products that I ordered. And nobody seems to know what's going on!!!

  

  Business Response

  Date: 03/22/2025

  Thanks for the opportunity to respond to ***** *** complaint regarding the refund request for their order.
   
  In order to resolve the matter for Akkas we have referred the guest to our Terms and Conditions: In order to offer the best shopping and product-return experience to as many guests as possible, Ulta Beauty reserves the right to limit returns if we have reason to suspect misuse of our generous Returns Policy (such as excessive returns, reseller activity, or fraud). We will not be issuing a refund or reship and outreach to the guest has been completed directly. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23096992
  
  I am rejecting this response because I did not get my products in the condition advertised and you are denying my return/refund request even though its not my fault.
  
  Sincerely,
  
  Akkas ***

  

  Business Response

  Date: 03/25/2025

  Thanks for the opportunity to respond to ***** *** complaint regarding the refund request for their order.
   
  In order to resolve the matter for Akkas we have referred the guest to our Terms and Conditions: In order to offer the best shopping and product-return experience to as many guests as possible, Ulta Beauty reserves the right to limit returns if we have reason to suspect misuse of our generous Returns Policy (such as excessive returns, reseller activity, or fraud). We will not be issuing a refund or reship and outreach to the guest has been completed directly. We truly apologize for the inconvenience the matter has caused. 
   
  Best Regards, 
  Guest Service Advocate

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23096992
  
  I am rejecting this response because I did not receive the products in the condition advertised and Ulta Beauty is denying my refund based on made up accusations.
  
  Sincerely,
  
  Akkas ***

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account information was stolen/hacked and my rewards were also stolen. They changed all my information so none of my log in information works. I gave Ulta all my old account information and all they did was say its going to a specialist with no timeline. I just want my rewards points back and my account back. My rewards points and account number is attached.

  

  Business Response

  Date: 03/22/2025

  Thanks for the opportunity to respond to ****** ******** complaint regarding their account security concerns.
   
  In order to resolve the matter for ****** we have verified the account information is accurate and completed outreach to the guest directly as of 3/20/25 to acknowledge their concern. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to address the behavior of a manager named ******** or ******** Im not sure but The employee at the register acted as if they couldnt give me the managers name.There were multiple instances during my visit this manager was speaking with another employee and had made the comment about * Mexicans and how she couldnt stand them not realizing I was standing right behind her.. She had the people standing around watching me as if I were going to steal and this made me very uncomfortable. The lady has a nasty attitude and it should be addressed. I believe we should all be treated fairly.

  

  Business Response

  Date: 03/21/2025

  Thanks for the opportunity to respond to ******* ********* complaint regarding their experience in store. 
  
  In order to resolve the matter for ******* Carillo we have reached out directly to the Guest to assist. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are accusing me of weird activity, blocked my account , have asked to delete and they havent . On my last purchase they sold 3 It cosmetics cc creams that were expired and suspiciously were on sale and in order to give me a refund asked for my personal information. Im not a fraudster . They keep accusing people of this and get away with it. This needs to stop. Im tired of being tired like a criminal

  

  Business Response

  Date: 03/21/2025

  Thanks for the opportunity to respond to ******** ******' complaint regarding their account. 

  In order to resolve the matter for Carolina ************** have reached out to the Guest directly for additional information. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ulta account does not allow me to place any orders. This problem has been going on for months and I get error codes that my payment method is incorrect. My payment method is not incorrect. I tried multiple cards and addresses and they all give the same error codes. An instore employee also couldnt process the payment for me and told me to reach out for help. I have $700 dollar worth of points and have now become inaccessible. I contacted customer support countless times and received no solution. I need a new account with my diamond status with my points or a card balance with that amount.

  

  Business Response

  Date: 03/19/2025

  Thanks for the opportunity to respond to **** ************ complaint regarding online ordering. 
  
  In order to resolve the matter for Yana Kramarenko we have resolved the error and the Guest can complete online orders. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23079205
  
  I am rejecting this response because:
  
  My account still doesnt let me place any orders  my suggestion is to create me a new account and transfer my points and status to my account. We have made multiple attempts to fix my account and I am seeing no progress. My points will expire by the end of the year and I have missed many sales and promos. Please take action.   

  Sincerely,

  
  **** **********

  

  Business Response

  Date: 03/21/2025

  Thanks for the opportunity to respond to **** ************ complaint regarding online ordering. 
  
  In order to resolve the matter for Yana Kramarenko we have reached out to the Guest directly for necessary additional information. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

• Initial Complaint

  Date:03/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a purchase march 5 2025 for ****** it says it was delivered march 7th 2025 I contacted right away my order was not delivered, they didnt take a photo of my order for proof of delivery nothing. Reached out to Ulta more than 10 times and they say they escalated the issue, I asked for a manager to talk to they said they tried to call me and I never got a call. Called on the phone tried to speak to a manager they say all the managers are busy and they cant connect me to one. Asked for a direct email to one never got that. They are unprofessional and this is ridiculous how long this takes to even get help from them because I have gotten nowhere with this.

  

  Business Response

  Date: 03/19/2025

  Thanks for the opportunity to respond to **** ******' complaint regarding their order. 
  
  In order to resolve the matter for **** ****** we have confirmed that the order was delivered successfully and we will not be able to provide reship or refund. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate
  

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23075020
  
  I am rejecting this response because: even the supervisor themselves said even with proof of delivery they can get delivered somewhere else. Which obviously is the case because there was no photo of proof delivery, which means who knows where my order is.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 03/21/2025

  Thanks for the opportunity to respond to **** ******' complaint regarding their order. 
  
  In order to resolve the matter for **** ****** we have confirmed that the order was delivered successfully and we will not be able to provide reship or refund. This decision is final and Ulta Beauty considers this matter closed. 
  
  Best Regards,
  Guest Service Advocate

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23075020
  
  I am rejecting this response because: THE SUPERVISOR FROM ULTA TOLD ME EVEN DELIVERED PACKAGES CAN BE MISPLACED! Where is the proof of delivery that it was to the correct house? Because there is not any. My package was not delivered to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/17/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reached out to Ulta customer service numerous times over the past year about the fact that they cancel every single one of my buy online pick up in store orders. I have been unable to take advantage of promotions and have to place shipping orders with a required minimum purchase or pay for shipping. Despite numerous complaints, nobody has actually tried to look into the issue or resolve it. Instead, they repeatedly tell me to try again or that its a billing issue on my end even though I am able to place shipping orders using the exact same information with no issues. Most recently, a representative tried her best to actually help me but told me her supervisor refused to do anything but tell me to try again. This has been going on for a year and Ulta refuses to tell me why they have blocked me from placing pickup orders, effectively barring me from using coupons and discounts that only apply to pickup orders. I would really just like for customer service to stop brushing me off and explain why Im blocked from ordering.

  

  Business Response

  Date: 03/17/2025

  Thanks for the opportunity to respond to ***** ******* complaint regarding their issues placing orders online.
  
  In order to resolve the matter for *****, we have escalated her concerns to our internal partners for review and will be connecting directly with the guest via private message once completed. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23070599
  
  I am rejecting this response because:  the response does not address the substance of my complaint.  It is yet another brush-off.  The issue is that my pick-up orders are being cancelled without explanation, even though I am able to place shipping orders using the same billing information. As stated in my complaint, this has been going on for a year and Ulta refuses to directly address it.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 03/21/2025

  Thanks for the opportunity to respond to ***** ******* complaint regarding their inability to place a pick up order online.
  
  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

  Date:03/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been a loyal Ulta customer for the past two years, but after my recent experience, I dont think I can trust them anymore. Last year, I noticed some unauthorized charges on my old credit card. Thankfully, my bank refunded everything, but Ulta never even notified me when they closed my card. I brushed it off as a one-time issuebig mistake.This year, I started seeing random Ulta charges every few days. Since I shop there often, I didnt think much of it. But when I finally went to my bank to review my transactions since January, I discovered 11 charges totaling over $300 that I never made. When I called Ulta, they confirmed my card was charged but said the purchases werent linked to my account. How does that even happen?So basically, I trusted this company, and theyve been taking my money without my knowledge. Whether its a glitch or something worse, its unacceptable. Check your statements.

  

  Business Response

  Date: 03/18/2025

  Thanks for the opportunity to respond to **** ******* complaint regarding unauthorized purchases. 
  
  In order to resolve the matter for **** ***** ************** has been working directly with the Guest. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23074490
  
  I am rejecting this response because: I attached screen pictures of the emails that I had back-and-forth with Ulta **************** and you can see theyve asked me to attach a bank statement approves the transactions Im talking about which I did and obviously they said they were able to identify the unauthorized charges and theyre working on it and they got back to me again asking for the transactions in which I already sent them and finally they contacted me today saying oh and I must be someone other than Ulta who leaked the my credit card information and you can see my reply to them im also the phone calls must be recorded. If you ask for the recordings you gonna hear our conversation that how many times they were playing games with me and they ganged up on me and theyre trying not to pay me back.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 03/19/2025

  Thanks for the opportunity to respond to **** ******* complaint regarding unauthorized orders. 
   
  In order to resolve the matter for **** ***** we have confirmed directly with the Guest that any unauthorized charges on their personal cards must be discussed with their financial institutions as Ulta Beauty is not a credit card servicer. We truly apologize for the inconvenience the matter has caused. 
   
  Best ************************* Advocate