Complaints

• Initial Complaint

  02/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. Feb 07, 2025 2. $845 3. The make *** items 4. It said delivery with photo, but I never received. And the merchant have a bad attention. I require to sign for delivery, but I don't have this option.5. They were not even tried to resolve the problem, I called at least 5 time, they said cant do anything cuz they were not even helping me as a value customer.6. ******

  

  Business response

  02/23/2025

  Thanks for the opportunity to respond to **** ***** complaint regarding her order.  
  
  In order to resolve the matter for ****,  we confirmed with our with our internal team that all units shipped & delivered accordingly.Ulta Beauty considers this matter closed.  
  
  Best ******************************* Advocate 

  Customer response

  02/24/2025

   
  Complaint: 22975809
  
  I am rejecting this response because: I didnt signed the package. I dont know what happened, I only see the delivery photo, but it didnt mean I received the package correctly. I was required the customer give me an option to sign for delivery and not just like this put the package randomly. And you guys attention were very bad, I called 5 times to you guys, no one care about the customer. What if this situation happen to you, will you guys gonna stay like this?
  
  Sincerely,
  
  ****** ***

  

  Business response

  02/26/2025

  Thanks for the opportunity to respond to **** ***** complaint regarding her missing order.  
  
  In order to resolve the matter for ****, we confirmed with our with our internal team that all units shipped & delivered accordingly. Ulta Beauty considers this matter closed.  
  
  Best ******************************* Advocate 

  Customer response

  02/27/2025

   
  Complaint: 22975809
  
  I am rejecting this response because: I am missing the package from ****** Im still waiting it arrives. I wont receive the response until I got the package or money.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  02/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchase two ulta gift card CashStar acquired by ***************** (***) and I cant used it they claims its because It seems I am in a foreign Country which I am not I am in **. The gift card covered my balance and I still couldn't place the order using the gift . I tried with my apple pay , I tried with my husband apple pay , my sister also tried and its still not working these are all US cards and we are all in the ** this BS they refuse to issue a refund . I am unable to use the cards I tried hours on hours trying to use the cards and the order wont place it makes no sense for me to keep them when one one can use them I need a refund for the cards . I will never shop on here again I was even trying to catch the free gift promo and the free shipping and the order wasn't going through I emptied my cart and the gifts covered the balance and it still didn't work ITS A MESS AND HEADACHE PLEASE RFEUND not to mention their customers that doesn't address anything you are saying it seems you are talking another language when talking to them PLEASE REFUND there is a lot of nasty comments about you guys and gift card I wish I had checked before buying

  

  Business response

  02/23/2025

  Thanks for the opportunity to respond to Mickalia Thompson's complaint regarding their inability to place an order on **************************.? 
  
  In order to resolve the matter for Mickalia, we have sent them a direct message via email. We apologize for the inconvenience this has caused you. 
  
  Best ******************************** Advocates

  Customer response

  02/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and though the pending charges still on my account I will give them ***** I will wait until end of week to see if they discharge 

   

  I should get a refund for the two gift cards 

  and they have two pending charges on my account from trying to place a order 

   

  
  Sincerely,
  
  Mickalia ********

• Initial Complaint

  02/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am unable to checkout from the App or online. I keep receiving an error about bout being able to verify my credit card. I have cleared payment methods, re-added, tried Apple Pay. But nothing works and it is only NOT working on the app or Ulta website.

  

  Business response

  02/21/2025

  Thanks for the opportunity to respond to ****** ******** complaint regarding online ordering. 
   
  In order to resolve the matter for ****** Murcia we have reaching out to the Guest directly to assist. We truly apologize for the inconvenience the matter has caused. 
   
  Best ************************* Advocate

  Customer response

  02/24/2025

   
  Complaint: 22965236
  
  I am rejecting this response because I replied to the email and I have tried all the things outlined and still cannot check out. 
  
  Sincerely,
  
  ****** ******

  

  Business response

  02/25/2025

  Thanks for the opportunity to respond to ****** ******** complaint regarding online ordering. 
   
  In order to resolve the matter for ****** Murcia we followed up directly with the Guest requesting information necessary to be able to assist further. We truly apologize for the inconvenience the matter has caused. 
   
  Best Regards,
  Guest Service Advocate

  Customer response

  02/26/2025

   
  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

  02/19/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After purchasing MANY NYX JUMBO EYE PENCIL All in One Eyeshadow Eyeliner Pencils over the last 4 years, I was told by an Ulta employee that the pencils were not able to be sharpened. The employee told me this false information in late 2024. I have been buying these pencils ONLINE and in store from Ulta since October 15, 2021. And I purchased more of these in 2024. This is when the store employee threw away 7 of my barely used pencils that I had acquired over the last 4 years. In late 2024 the ULTA employee told me to throw away 7 full pencils because she claimed they were not able to be sharpened. I showed her the barely used pencils and she watched me throw them away. Because of her completely wrong advice, I threw away 7 full pencils that had barely been used because of this false information. Ulta beauty customer service and ********************** stores keep telling me that its not possible to speak to anyone who can issue a store credit. I am asking that a store credit of $50 be applied to my account immediately so I can reorder ALL of the pencils that were thrown away by their store employee. I have already spent 3 hours on the phone with Ulta and Im extremely frustrated by the lack of resolution they are willing to give a long time repeat customer. Now I find out that these pencils are definitely able to be sharpened. Ulta needs to issue me a store credit of $50 to compensate for my property that their employee threw away.

  

  Business response

  02/21/2025

  Thanks for the opportunity to respond to ****** ******** complaint regarding their in store experience. 
  
  In order to resolve the matter for ****** Hauser we have escalated this matter to store leadership. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer response

  02/24/2025

   
  Complaint: 22962765
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  02/18/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ulta allowed my account to be hacked which someone then used my Ulta rewards credit card in a different state than where I live. It was a pick up in store order that this hacker did which requires an ID - clearly my ID was not present for this pick up order since they hacked my account and used it in ***** and I live in ********. Since then, the charge has NOT been reserved. I also received a new Ulta rewards credit card after the fraud occured but since then, it seems I have been banned from ordering online because of THEIR mistake of letting me be hacked and my information stolen. Every time I have reached out to Ulta or the credit card provider (Commenity) I have not gotten a solution. Half of the stuff I buy from Ulta is NOT in store so I cannot just go to the store to use my card - I need to be able to order online. I need this fixed and no one will help me. I am continuously told they will escalate it and nothing gets done.

  

  Business response

  02/20/2025

  Thanks for the opportunity to respond to ******** ********** complaint regarding the check out error they have been receiving on **************************.
  
  In order to resolve the matter for ******** ******** we have followed up with ******** ******** via email to provide additional troubleshooting steps. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate
  

• Initial Complaint

  02/18/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed a $65.32 order via the Ulta app on 2/13/25 and received an email confirmation the same day. Later that day, I got another email stating my order was ready and that some items might ship separately. The email confirmed that my order of 3 Pink Snowflake Wax Melts was still being processed and wouldnt be included in the first shipment.I received a partial delivery on 2/15/25, as expected, without the 3 Snowflake wax melts. On 2/16 and 2/17, the Ulta app still showed these items as "processing." However, on 2/18, the app updated to say they had shippedbut with the same tracking number from my 2/15 delivery. On the morning of 2/18/25, I also received an email stating my entire order had shipped, but it contained outdated tracking info from the previous shipment.I called customer service the morning of 2/18/25, who insisted the missing items had shipped. I explained the situation, and now Im awaiting a refund. Its shocking that in 2025, ULTA lacks a proper system to prevent warehouse mistakes or potential employee theft of intentionally putting in outdated tracking information. How can old tracking info be mistakenly applied to an outstanding order? Where are the safeguards to prevent such errors? How is that that ULTA's system can not track that a partial order was sent out and that the record of that somehow gets wiped away in their system. How is it that someone can update the remaining order with incorrect or outdated tracking information? I also found it quite abysmal that even though I asked for this issue to be escalated on the phone with a representative, the issue was not escalated.

  

  Business response

  02/20/2025

  Thanks for the opportunity to respond to ***** ********* complaint regarding their recent order which was missing a few items due to a shipping error.
   
  In order to resolve the matter for ***** ******* we have processed a refund for these missing items to ***** ******* original form of payment on 2/18/25. This refund should appear on ***** ********* account within 3-5 business days, which do not include holidays and weekends. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

• Initial Complaint

  02/18/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I received an email today from Ulta customer service saying I can no longer make online purchases at **************************. Here's the situation:I tried to place an order multiple times but kept getting an error saying my card couldn't be authorized. I double-checked my information (CVV, addresses) and tried both the website and app. When that didn't work, I contacted customer service via text, but they couldn't identify the issue and suggested I verify my address.For context, a couple of months ago, I filed a chargeback with ****** for an order from Ulta. I was given an expected arrival date, but when it didnt arrive, customer service gave me a new delivery date weeks later. When that date passed without the order, they gave me another future date. I questioned them, but they insisted everything was fine. Frustrated, I did a chargeback, though I did eventually receive the late order, and I didnt get a refund or discount.I was never told Id been blacklisted, and when I asked customer service about it, they assured me I wasnt blocked. They escalated the issue, and today I emailed customer service and leadership, suspecting I had been blacklisted due to the chargeback. They quickly confirmed that my account was no longer able to make purchases online.While Ulta is within their rights to block me, this response feels extreme for a single chargeback, especially given the order was only delayed and eventually delivered. If theyre going to block a customer, they should inform them upfront, not after several failed attempts to ******** overall experience with Ulta has been disappointingpoor customer service, constant delivery delays, and a lack of transparency. For comparison, Ive been a loyal customer of another ********************** retailer for over 15 years without needing to file chargebacks or even return items.If you're experiencing issues with Ulta, this could be why. They do treat some customers poorly, and their customer service needs major improvement.

  

  Business response

  02/20/2025

  Thanks for the opportunity to respond to ********* ******* complaint regarding their experience with Ulta Beauty ************** and no longer being able to place online orders. 
   
  In order to resolve the matter for ********* ***** we apologize for the confusion regarding the error that ********* ***** was experiencing before it was determined that they would no longer be able to check out online. We truly apologize for the inconvenience the matter has caused, and appreciate the honest feedback. 
   
  Best ******************************* Advocate

  Customer response

  02/20/2025

   
  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

  02/17/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On February 11th I purchase a perfume on their website as a gift to my wife for *********** day, the website clearly stated the item would arrive on time for February 14th, on the same day Feb 11th I received an email stating the order was ready to go, on Feb 12th I received 2 more emails stating the package was on the way and a second stating to get ready for it, on Feb 14th I received another email stating the package would arrive on Feb 15th, on Feb 15th I checked the tracking number and it stated it was supposed to arrive on Feb 17th, on Feb 17th I checked the tracking again and it now has no time to be delivered, once I contacted their support over Chat, I was told by a representative named ********* the package could arrive by Feb 24th and that is not their responsibility but the carrier's. If I knew up front this would take this long I would've never made a purchase from this business, this is clearly false advertisement if they cannot keep their promised timelines.

  

  Business response

  02/19/2025

  Thanks for the opportunity to respond to ****** ********* complaint regarding their order. 

  In order to resolve the matter for Edemir Desouza we have confirmed that the order was placed 2/11/25 with standard shipping which is advertised as 3-8 business days.  the order was delivered 2/18/25 which is within the standard shipping timeframe. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer response

  02/20/2025

   
  Complaint: 22954517
  
  I am rejecting this response because:
  Even that being correct, the item was indeed purchased with standard shipping the website did NOT say it would arrive on the 18th, Even with standard shipping it was clear on the website that the item would arrive on the 14th.

  The error still persists on your website, I just checked, look at the attached file, it's an item that purchasing today Thursday 2/20, the website claims it's expected by, NOT AFTER 02/25 which is exactly 3 business days.
  Sincerely,
  
  ****** *******

  

  Business response

  02/21/2025

  Thanks for the opportunity to respond to ****** ********* complaint regarding their order. 

  As previously confirmed the order was placed 2/11/25 with standard shipping which is advertised as 3-8 business days.  The order was delivered 2/18/25 which is within the standard shipping timeframe. Delivery time frames from Ulta Beauty can be reviewed here ******************************************************** under Order Tracking & Shipping. 
  
  Best Regards,
  Guest Service Advocate

  Customer response

  02/25/2025

   
  Complaint: 22954517
  
  I am rejecting this response because:

  Are you familiar with the term circular reasoning? If not please educate yourself before answering next time.
  Let me try this from the beginning, I understand you have your shipping times posted somewhere and that your standard shipping takes 3 to 8 business days.

  Now, the issue is when making a purchase on your website, the website does NOT states the shipping times for standard shipping is 3 to 8 business days, with that said, it makes your website misleading regardless of anywhere else you might have this information posted.

  This is my issue, the fact your website is intentionally misleading because if I knew from your website that it could take 3-8 business days I would not purchase from you guys.

  No reasonable person reads the terms and conditions of shipping times prior of the purchase, they rely on the information given at the time of the purchase by the website, making your website practices misleading. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  02/17/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  my rewards account was hacked & *********************** customer support seems to not care. i recently tried to log in to my ulta rewards account & had noticed it wasnt allowing me too. i figured i forgot my password so i requested a password reset link to my email but never received it. i shop at ulta all the time since i work next door to one & knew it was strange. i contacted their customer support chat & they asked questions about my info & said they have sent it to their upper team for *************** will hear back soon, but gave me no date. i went into the ulta store today to see if they changed my phone number & the associate said it was still active & working, but when the option for my receipt came on the screen of the terminal, an email came up that wasnt mine. i told her my account had gotten hacked & she changed the email so that i could get an email receipt. she told me to log in with my member id but it wasnt working. i also checked my receipt & the person who hacked my account used up my rewards (around $64 that took me forever to accumulate). i contacted ulta chat again & they said i have to wait, im frustrated because i have my ************** information that is stored on my account. i want my account and rewards back but ultas sense of urgency seems to be non existent. i have all my information ready for any ************* attached the picture of the email that is not mine but came up when i made my in store purchase today.

  

  Business response

  02/19/2025

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

• Initial Complaint

  02/17/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They are scamming and tricking people into spending big amounts of money online for free gifts and then not sending out the gifts or doing anything to make up for the situation. I saved $160 in gift cards and cash waiting for a free gift that I liked the most to purchase something and every single time I do this, I get sent the wrong gift or dont receive the gift, which is what happened in this case. They wont get back to me and I am beyond frustrated with this continuing to happen and in multiple reviews I can see Im not the only one this has happened to. With shipping on my most recent order, I hadnt ordered any red products and there was sticky red goop all over all of my products. no bubble wrap, no seal on most of the products, *** tried contacting Ulta directly multiple times and nothing has changed

  

  Business response

  02/19/2025

  Thanks for the opportunity to respond to An On's complaint regarding their order. 
  
  In order to resolve the matter for An On we were unable to locate any order or profile history with the info provided. We advise contacting Ulta Beauty ************** at **************************************** for assistance. 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. ↩