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.

  1232 Galleria Blvd Ste 100 Roseville, CA 95678-3583

• 

  ULTA Beauty

  103 N Cattlemen Rd Sarasota, FL 34243

• 

  Ulta Beauty

  34940 Emerald Coast Parkway Destin, FL 32550

• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  11850 Pines Blvd Pembroke Pnes, FL 33026-4123

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:04/26/2025

  Type:Order 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 am not liable for ulta rewards credit card comenity bank. I do not have a contract with the collection agency trying to collect. They did not provide me with original contract as I requested.

  

  Business Response

  Date: 04/27/2025

  Thanks for the opportunity to respond to ******* Yehuala's complaint regarding her Ultamate Beauty Rewards credit card.
  In order to resolve the matter for ******* we have forwarded her request internally to the Comenity team to connect with her. We truly apologize or the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

• Initial Complaint

  Date:04/25/2025

  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 had placed an online order with Ulta on 3/7/27 totaling $76.33. The order said it was delivered but never there. I contacted ulta to let them know who reshipped the order and shortly after that blocked my account. I have placed many orders from Ulta and got everything except this one and they blocked me from ordering online. This is not right.

  

  Business Response

  Date: 04/27/2025

  Thanks for the opportunity to respond to ****** ******** complaint regarding their inability to place an order with Ulta Beauty 
   
  In order to resolve the matter for ******, we have sent multiple private messages advising of the decision. At this time Ulta Beauty considers this matter closed. 
   
  Best ************************* Advocate 

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23252545
  
  I am rejecting this response because the issue was not my fault. A package was delivered and stolen so they replaced it and then banned me from shopping. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 04/29/2025

  Thanks for the opportunity to respond to ****** ******** complaint regarding their inability to place an online order with Ulta Beauty. 
   
  In order to resolve the matter for ******, we have sent multiple private messages. At this time Ulta Beauty considers this matter closed. 
   
  Best ************************* Advocate 
  
  

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23252545
  
  I am rejecting this response because an order I placed got stolen. They willingly resent the package. I did receive it and many other orders from them. They said because of that I can no longer shop online with them but can visit a store. I am disabled and its hard for me to walk. I would like for them to let me continue to shop online with Ulta. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/25/2025

  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.

  I have been trying to place an order on ************************** for the past month but have encountered an ongoing issue. Initially, I was told that the error message I was receiving was due to my credit card. However, my credit card company confirmed that there was no issue on their end and suggested that the problem was with the vendor. After several attempts to resolve the matter with Ulta's customer service over the past month, I was finally informed that my account was locked due to multiple billing addresses. However, I only have one billing address on my account, and the other addresses listed are for family members to whom I am sending gifts.During my conversation with a representative on 4/23/25, ***** they confirmed that there is indeed only one billing address on my account and that other shipping addresses can remain as long as the billing address is the one associated with the account. Despite this clarification, Ulta has refused to unlock my account and will not provide any details regarding the additional billing address, even though they have verified my account is valid.I have been in contact with Ulta since 4/6/25 and they keep giving me a run around. I reached out again today 4/25/25 and ****** is still giving me a generic answer that my complaint is being looked at.

  

  Business Response

  Date: 04/27/2025

  Thanks for the opportunity to respond to ****** ******* complaint regarding their inability to place an order with Ulta Beauty.? 
  
  In order to resolve this matter for ******, we are further reviewing this matter and will connect with them via email. We appreciate you being patient while we review this further for you.
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23249408
  
  I am rejecting this response because: that's what they continuously say that they are reviewing the case. How long does it take to review that case. This is going on since April 6. Someone should be able to resolve by now. Many of the other complaints on BBB and reddit state the same thing happened to them and Ulta gives a generic response without resolving the issue. Unless the issue is resolved by having account being able to place orderes, the issue in not resolved.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/29/2025

  Thanks for the opportunity to respond to ****** ******* complaint regarding their inability to place an order with Ulta Beauty. 
  
  In order to resolve the matter for ******, we have sent multiple private messages. At this time Ulta Beauty considers this matter closed. 
  
  Best ************************* Advocate 

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23249408
  
  I am rejecting this response because:

   

  I have attached the email correspondence of what they had sent. They are indicating the matter is closed but their response is a vague generic response. They have not responded to my last email to them on explaining why the account was blocked from placing online order when all of the representatives I spoke with indicated the billing address was only one on file and the other addresses where shipping addresses for gift recipients. They refuse to provide a clarity on what the "multiple identities and payment methods for the orders" were. The only ones that were ever used by me were all under my name and were always paid on time with them.

  It's quite disrespectful that the matter is deemed closed without any real clarification given.

   

   Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/23/2025

  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 recently attempted to place an order with Ulta for delivery to my home (April 23, 2025) . Despite having sufficient funds and trying multiple payment methods, including credit card, Apple Pay, and ******, my order could not be processed due to an invalid address error. After contacting Ulta's customer service, I was unable to receive a resolution. I am seeking assistance in addressing this matter.

  

  Business Response

  Date: 04/25/2025

  Thanks for the opportunity to respond to ****** ****** complaint regarding online ordering. 
  
  In order to resolve the matter for Jenaia Pope we have escalated this matter to our internal teams. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

• Initial Complaint

  Date:04/23/2025

  Type:Delivery 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.

  On April 13th, I ordered a Lancome Absolue Nourishing Hand Cream and a 1.6 oz bottle of *************** Light Blue Capri in Love ************* from Ulta Beauty. On April 16th, I received a package from Ulta that contained a 3.3 oz bottle of Burberry Goddess perfume and a tote bag. This was a big disappointment as this was a purchase with ***** Ulta points that I earned, which were worth $125.00. I paid the $1.69 balance with a credit card.Ive been going back and forth all week with Ulta customer service via text. **************** only re-shipped the hand cream and is refusing to ship out the correct perfume I ordered. They are insisting that they sent out the right one due to the weight of the package, which cant be right because the incorrect perfume I received was 3.3 oz and the one I ordered was 1.6 oz. The only answer customer service will give me is its under investigation when its obvious that I received the wrong perfume. I sent them a photo of what I received as well. They sent me to the store too and the store wouldnt handle it. It is against the law to take payment for items and not send them. That constitutes fraud. I mentioned this and they said they would send the concern for further review. They said someone would call me yesterday, but nobody ********* addition, I noticed that Ulta unsubscribed me from their email list for promotional emails as of Monday 4/21. I see this as retaliation for asking for an item that I didnt receive. In the future I expect to receive ALL promotional emails and have zero issues regarding my account access because of the complaint Ive filed. I love shopping at Ulta. My account is and always has been in good standing. I expect my account to be fully accessible for purchases as well and not be flagged in retaliation. If the item is not reshipped, or the whole order cancelled, and my ***** points refunded (you can have the hand cream back in that case) Ulta is STEALING FROM ME and that is fraud.

  

  Business Response

  Date: 04/25/2025

  Thanks for the opportunity to respond to ***** *********** complaint regarding their order. 
  
  In order to resolve the matter for ***** Rosenblum we have escalated this matter to our internal teams. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23242022
  
  I am rejecting this response because: I have been hearing the same response, that it will be escalated to internal teams for over a week now. This is not a difficult case to resolve. I have shown proof that what I received is incorrect and Ulta is refusing to send out what I ordered.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 04/29/2025

  Thanks for the opportunity to respond to ***** *********** complaint regarding the missing item from their order.? 
  
  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: 04/30/2025

   
  Better Business Bureau:
  
  Ulta has sent me the correct perfume that I ordered and I received it today. They also put me back on the email list and I was told I will have to wait a few days for it to start up again. Once I start receiving emails I will consider it resolved.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:04/23/2025

  Type:Product 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 am filing a complaint against Ulta Beauty due to a persistent website issue that has prevented me from completing a purchase since April 20, 2025. I was attempting to use a 20% off promotional code before it expired. Each time I click Checkout, I am redirected back to my cart with no error message.I contacted Ulta Beauty customer service multiple times by phone and email. I was told there are no errors in the system and nothing wrong with my account, but the issue continues. I even tried checking out as a guest and encountered the same problem. A friend of mine is experiencing the exact same issue, which indicates this may be a wider technical problem, not limited to my account.Customer service provided me with a replacement 20% off code as a resolution. However, this code also does not work. When I try to use it, I receive a message that it has already been usedeven though I have not successfully placed any orders. I have tried applying the new code as both a logged-in customer and as a guest, with no success.I was told the issue was being escalated to the technical team, but I have not received any meaningful follow-up or solution. The lack of transparency and accountability from Ulta Beauty has been frustrating and disappointing.I have attached screenshots of the email correspondence as evidence of this ongoing issue.

  

  Business Response

  Date: 04/25/2025

  Thanks for the opportunity to respond to ****** *******' complaint regarding their order issue. 
  
  In order to resolve the matter for ****** ******* 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:04/23/2025

  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 placed an order for a present I wanted to give on April 20th. I bought online on April 15th and it said it would be delivered in the 18th. The 18th passed and the delivery date switched from a delivery date to Awaiting Carrier pickup. I reached out to Ulta through the chat on Saturday in the morning to see if I could get an updated ETA as the recipient was from out of town, so if I needed to cancel I could. The first ****** said theyd be happy to help and I never heard back. Followed up again and that ****** told me to wait at 8 business days (which would be the 25) its the 23rd and the delivery date still says awaiting carrier pickup I reached out via email today and they said if its not there by the 25th to let them know, they would be reaching out. That was 11:44 am. At 1:01 pm same day I received an email my order was cancelled and they would be issuing a refund. A week later still no product and no answers as to what happened to my order. They said I could resubmit my order but after all of that I dont trust them to fulfill the order. The customer service with the chat/text was not good and they shouldnt be cancelling my order without at least an explanation or my permission. If they product was still there they shouldnt expedite it at this point for the same price. Order number was M162290066. I went through them because I was using a 20% off coupon. I would either like the order sent expedited or a 20% coupon I can use on the same item to purchase in the store.

  

  Business Response

  Date: 04/25/2025

  Thanks for the opportunity to respond to ******* ******' complaint regarding their order. 
  
  In order to resolve the matter for ******* Barcus we have issued the Guest a replacement coupon code. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 04/26/2025

   
  Complaint: 23241401
  
  I am rejecting this response because:

  While they did offer an online code, I said in the complaint the service was so bad I dont trust I would actually get the delivery if I ordered online after the last ordeal and their online customer service was so bad I wouldnt trust they would resolve the issue if I reached out again. 

  I still dont feel like anyone looked into the actual reason I didnt get this shipment. There was speculation but even now I feel like no one took the time to look into it and give me an answer to give me any faith that the next shipment would be delivered as promised.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/29/2025

  Thanks for the opportunity to respond to ******* ******' complaint regarding their order. 
  
  In order to resolve the matter for ******* ****** we have provided a full refund and a coupon. We are unable to provide exact details on the shipping error that occurred with the order. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23241401
  
  I am rejecting this response because:

  I apparently wont receive an actual explanation. It almost comes across as they cancelled it because I was following up.  I did receive my refund, but I  would have preferred getting the product I ordered. The lack of attention to detail and setting the right expectations is what has made this a bad customer service interaction. From my perspective, I ordered a product, didnt receive any type of communication as to why the delivery date was changing and the carrier hadnt even received it a week after ordered it, asked for at least an in store coupon so I could purchase for the same amount because I dont want to deal with their website, they sent me an online code. I think this case can be closed because based on responses this is as much as theyll do. But I dont think Ill be shopping there again. 
  
  Sincerely,
  
  *******

• Initial Complaint

  Date:04/23/2025

  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.

  Hello Im reaching out about my order, order #M164583849. This order was placed on April 11th and delivered on April 15th. The problem is no order was delivered. Packages should be delivered to my door but instead the package was left in an undisclosed location. I reached out to customer service immediately through chat and was told my issue would be ESCULATED and someone will get back to me in ***** hours, its now Wednesday the 23rd and no one ever got back to me, in fact Ive been the one calling in every day to ask to speak to a supervisor to get this matter resolved and I just keep being told the same thing, its in escalations and nothing can be done. Im out $276 and no one from Ulta has refunded me or offered a reshipment which I dont want! I just want my money back in a timely mannered fashion! Please refund me today!

  

  Business Response

  Date: 04/25/2025

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

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23241193
  
  I am rejecting this response because:
  The photo that youre claiming as proof is not my apartment door, I sent your representative picture of my door and she ignored my response. The photo also is in unknown location, there are 3 packages in the photo AND its blurry. Furthermore I requested a claim be done on this package to prove its lost since it has not been delivered or located. Your representative on the phone refused to file a claim and insisted I do it even after telling her that the way Ulta shipped its package the SELLER is in control of the terms and must initiate the claim. Please refund me my money 
  Sincerely,
  
  T *******

  

  Business Response

  Date: 04/25/2025

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

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23241193
  
  I am rejecting this response because: its a generic basic response, I asked for an investigation and a claim done on this package. I also asked for a supervisor to call me and no one has gotten back to me, I have proof! No package was delivered 
  Sincerely,
  
  T *******

• Initial Complaint

  Date:04/22/2025

  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 havent been able to place an ulta order since October 2024. Ive gotten in contact with ulta customer service but they havent fixed the issue.The email linked to my ulta account is: *******************

  

  Business Response

  Date: 04/24/2025

  Thanks for the opportunity to respond to ***** Rios complaint regarding being unable to place an order online through **************************.
   
  In order to resolve the matter for ***** **** we have escalated this concern to our internal partners to review this concern further. Once we have an update, we will follow up with ***** **** directly. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

• Initial Complaint

  Date:04/22/2025

  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.

  Date of purchase 4/11/2025 Unauthorized use of Ulta member account ID Time 4:46 PM ********************* points which equal money to use towards purchases, a total of ***** points equaling $306 of my points used on a purchase unauthorized by me. Cashiers are supposed to check IDs for anything over $50 I live in ********, this purchase was in ********* I have tried resolving this with Ulta customer service since 4/11 with no return of my points/money Have called the Slidell store phone multiple times to try and get help from them & never an answer Basically $306 was allowed to be stolen from *************************** corporate and store level both are doing nothing to get my money back It was transaction 1892 store 312, it shouldnt be hard to pull camera footage to see who made the purchase and who allowed it. Other stores have offered help in these cases and this store is impossible to even get ahold of.

  

  Business Response

  Date: 04/24/2025

  Thanks for the opportunity to respond to **** ******** complaint regarding her account issues.
  
  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