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 Beauty

  2100 Arden Way Ste 121 Sacramento, CA 95825-2200

• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  1232 Galleria Blvd Ste 100 Roseville, CA 95678-3583

• 

  Ulta Salon, Cosmetics & Fragrance, Inc.

  4803 concord pike wilmington, DE 19803

• 

  ULTA Beauty

  13499 S Cleveland Ave Ste 301 Fort Myers, FL 33907-7730

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:05/10/2023

  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 $40 Ulta gift card on 5/6/23 at a King ******* store. I went to Ulta on 5/10/23 to use the gift card and was told it had a zero balance. While at the store I SCRATCHED OFF THE *** NUMBER and the store associate witnessed me scratching off the pin number. I came home and called the number on the back of the gift card and was told the card was redeemed on 5/8, which was not possible. It was in my wallet and the pin number had NOT been scratched off. They further said it was an online order. I did not and have not ever placed an online order with Ulta. The store has more information than they were sharing. I want a store credit for the $40. I shop regularly at Ulta. I had another gift card that I was able to use on 5/10/23 with no issues and also scratched that pin number off at the store at the time of the same transaction. I don't see how it is even possible to use the card w/out the pin number and it was in my possession from the time I bought it on 5/6 until 5/10 when I was at the store trying to use it. Don't know why Ulta isn't doing anything about this criminal behavior. Online orders would have a name, address and other information associated wtih it as well as a credit card to pay the remaining balance and possibly an Ulta rewards card, so they know exactly who used it and where the online order was shipped to. This should be reported to help law enforcement stop scams!! I am asking for a $40 store credit, not a refund, not cash, just credit that I can use next time I shop at Ulta. Thank you.

  

  Business Response

  Date: 05/11/2023

  Thanks for the opportunity to respond to ********************** complaint regarding his empty refund.
   
  In order to resolve the matter for ****************** we have provided the guest with a replacement gift card. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 05/13/2023

   
  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:05/10/2023

  Type:Service or Repair 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.

  This morning, 5/10, I placed an order for Hempz lotion using Ulta's app. I selected "pickup at store" and selected my local store. After hitting "place my order", the app asked me to reenter my security code. I reentered this information and selected confirm. I did not make any other changes to my order and "pickup at store" was still selected. Then, the order confirmation email reflected a $6.95 shipping charge. I immediately reached out to customer service and after nearly ********************************************************************* a credit for the shipping charge that I didn't agree to. I repeatedly notified customer service that I did not authorize this charge and expect to be refunded or credited for this $6.95 charge. **************** said they are unable to edit orders once they are placed. This is understandable as long as the order reflects the terms a customer agreed to. However, ********************** changed my order selections AFTER I hit confirm and they refuse to right this error.I have included screenshots of what the order page shows when selecting pick up and what my order confirmation shows.

  

  Business Response

  Date: 05/11/2023

  Thanks for the opportunity to respond to *********************************** complaint regarding her shipping fee for her BOPIS order.
  
  In order to resolve the matter for ********************** we have refunded the shipping costs for the guest. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  Customer Answer

  Date: 05/13/2023

   
  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:05/10/2023

  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.

  RE: ULTA ************** (location)********** , ** I was offered a discount for a purchase I was making by opening an Ulta Credit Card. I told the employee at the store that I didnt want to open an account because it would hurt my credit score. The employee told me that I could give them the information, receive the discount that day and use my own (existing) credit card and they would not process the card application (therefore, not hurting my credit score). I then asked to speak with the manager to verify that the information I was being given was correct and she reassured me that it was. Next thing I knew, I received a Ulta M/Card in the mail (which I never wanted), so I cut it up. The account was never used. Now, I recently received a letter from ********************* stating the account will be closed, due to inactivity. I called the bank and requested to void the account because I never wanted it in the first place, nor have I ever used it. They committed fraud that is causing two strikes against my (excellent) credit score. The bank told me that they could not void an account. I told them that I will go ahead and file a complaint with the BBB.

  

  Business Response

  Date: 05/11/2023

  Thanks for the opportunity to respond to ************************** complaint regarding the mastercard opened in her name,
   
  In order to resolve the matter for ********************** we have escalated her concerns to ************* and will provide an update as soon as possible. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20041868
  
  I am rejecting this response because:

  
  This issue is not resolved yet. I spoke with ULTA yesterday and sent them the information they needed. They said they will get back in touch with me. I have not heard from them since yesterday.
  
  Please do not close this complaint, as the issue still exists.
  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/21/2023

  We are writing in response to ************************** recent BBB response.
  
  We are actively working with ********************** to assist and resolve her concern via direct email. We will continue to address and follow up with her further outside of this complaint once our review is complete and we have an update on the next steps.
  
  Best ***************** Services Advocate

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20041868
  
  I am rejecting this response because:

   

  ULTA sent me a response stating that they did not open a M/C account on the day that I stated they did.  The bank verified to me on the phone that the ULTA M/C account was opened the day I said it was (2/20/2022).

  The following email was sent from ULTA on May 19, 2023 at 2:16 PM to me.  They clearly told me they would do nothing to resolve the matter.  After I received their email, they sent a response to BBB stating they are still working on the issue directly with me.  Another false statement.

  Please see the email from ULTA below:

  On May 19, 2023, at 2:16 PM, ************************ <*********************************> wrote:
  
  
  ?Hi **********************, 
  
  Per our conversation earlier this week, we appreciate you for your patience while we reviewed cross-functionally. We were able to locate the transaction you referenced and confirmed an Ulta Beauty credit card was not opened during that transaction. At this time, given our review, we are unable to agree to your requests regarding your credit score. We recommend that you reach out to the third company that manages the credit card, **************** for further assistance.
  
  Thank you, 
  
  *********************
  District Manager *******, 3512
  Pronouns: she / her / hers 
  

   

  They clearly are talking out of both sides of their mouth!  Telling you they are still working on resolving the issue, while telling me that an account was not opened that day and they were not going to do anything to correct the issue.

   

  Thank you for your attention and help in this matter,

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

   

  

  Business Response

  Date: 05/25/2023

  Thanks for the opportunity to respond to ************************** complaint regarding the **** opened without her consent.
  
  In order to resolve the matter for ********************** we have escalated her concerns to ************** We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  Customer Answer

  Date: 05/27/2023

   
  Complaint: 20041868
  
  I am rejecting this response because:

  This is basically the same (non) action response that I have received for two weeks.  Other than the one response that was sent directly to me, stating that ULTA did not open a Master Card in my name, using my credit information on 2/20/2022 (another false statement).  ULTA is not accepting responsibility for giving me false information in the store, using my credit information, and opening a Master Card in my name the day I shopped there. To add insult to injury, they claimed that a Master Card was not opened that day.  I made one phone call to the bank, and it was verified to me that the ULTA M/C account WAS opened that day.

  Therefore, once again, no  changes have been made to remedy the problem on their part.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair 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 12/12/22, I visited this store & while checking out, their register messed up after I ran my card for $61.46. I was notified on my credit card app that the charge went through but they made me run it again, telling me that the first charge would be pending & would go away. It didnt and I got charged twice so I disputed it with my CC company to which Ulta denied & said they only charged me once (thats what their system shows because the register messed up in the middle of the transaction) so the charge was added back to my statements. I have been disputing this with Ulta for almost 5 months now to no avail. At one point I was told a physical check would be mailed to me, but I never received anything. I have went into the store three times including a different Ulta and they all say they cant help. I have called multiple times checking on this and now theyre finally emailing me saying it was to be reversed but it has not been resolved yet and when I told them that, they just keep saying it needs further review after 5 months! They just keep telling me theyre reviewing it. At one point they said they were waiting on my card statements but I was never asked for them. I have sent them the card statements and the letter from my card company stating that the charge was added back. After calling many times and being very irritable, about 3 months into the dispute, one manager gave me a $25 gift card for the inconvenience however, that does not pay my bills and I even explained that to her. I am furious at this point and demand my money back. I will never shop there again and will discourage everyone from shopping there as well.

  

  Business Response

  Date: 05/08/2023

  Thank you for the opportunity to respond to ******************' complaint relating to a prior transaction.
  
  To resolve this concern, a refund in the form of a check has been issued to ****************** and details communicated to her directly. We apologize for any inconvenience this may have caused.  
  
  Best ***************** Services Advocate

  Customer Answer

  Date: 05/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will accept the proposal so long as I receive the promised refund. I am extremely hesitant to accept this, due to Ulta Beauty promising me a physical check previously, however, I never received it. I plan on submitting another complaint with BBB if I do not receive the physical check that Ulta has issued. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/04/2023

  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.

  I placed an order with ULTA on 04/14/2023 for a $639.74 dollar DYSON Airwrap Multi-Styler. I received a message from ULTA that this package was shipped the next day (Order #: K249009872 Tracking #: 1LSCY2Z77168583). Upon checking the Lasership tracking website it was initially noted as 'Delivered' on 04/20/2023, however I did not get a package. There was no delivery email confirmation and no photo to prove it was delivered to my house. I immediately escalated this to both Lasership and ULTA. Filed an escalation case with Lasership 04/22. Lasership has since closed the investigation on my package and confirmed that it was never delivered, was missing and is now noted as 'Undeliverable' on their tracking website as of 04/22. Lasership said to contact ULTA, the seller for refund. After 6 escalations via phone, email and ******** to ULTA, they remain unresponsive and continue to give me the run-around. In the one follow-up I finally received on 05/04/2023, they are claiming they cannot refund me as the product was 'Delivered', which is not true according to their courier and the fact I have no product. ULTA continues to refuse to make this right, and I just want my $639.74 refund so that I can take my business elsewhere. I will attach the screenshot of the 'Undeliverable' status and Lasership asking to esclate via ULTA.

  

  Business Response

  Date: 05/04/2023

  Thank you for the opportunity to respond to ******************** case relating to her Ulta.com order.
  
  To resolve this concern, a refund for the order has been provided and details of the refund provided via email communication. 
  
  Best ***************** Services Advocate

  Customer Answer

  Date: 05/04/2023

   
  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:05/02/2023

  Type:Service or Repair 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 had my hair colored at the Ulta location in ****** ** on Sunday 4/30/23. I showed the stylist "*****" a picture for an idea of what I wanted to acheive during our consultation.. After 3 hours of her doing my hair she revealed to me the finished product and I was shocked. It looked the exact same as when I arrived minus the grey roots I had which were dyed with a color that doesn't match my hair color. I had asked for all over highlights and a lighter/brighter color. I immediately started crying as it was very important to me due to me having it done before graduating from college this Friday 5/5/23. They gave me the bill and I just said I wanted to go home. I was met by a manager at the cash register where she informed me that my bill was $194! I was shocked that it was so high and it looked the exact same. She asked me to go ahead and pay and the salon manager would call me tomorrow to get me a refund. When I got home I realized that my face was badly stained by the dye and my new shirt was totally ruined with dark brown spots all over my back. The following day the same manager that had checked me out called and said that I could come back for a fix but they were not going to refund. I told her that was not what she told me at the time of service, and that the salon manager had not reached out as I was promised she would. She said she would have the ** reach out. Later on I got a call from another manager, still not the salon manager nor the ** and I was told that the ** said she would not refund my money and that my only option was to come back and let them redo. I should not have been told I would recieve a refund if it was never their intention. I find it very unprofessional that I was promised a call from the salon manager and the ** and have not heard from either. Now I graduate in 3 days and my hair is a wreck and will have to come out of pocket to find yet another stylist to fix everything they messed up. I have attached my hair and an inspiration photo

  

  Business Response

  Date: 05/02/2023

  Thanks for the opportunity to respond to ************************************** complaint regarding her salon color service.
   
  In order to resolve the matter for ************************ we will be reaching out to the guest in a private message and partnering with the store team to provide a refund. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 05/03/2023

   
  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.

  After filing this complaint, guest services reached out and I have received a full refund. Thank you for handling this matter appropriately.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:04/30/2023

  Type:Service or Repair 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 opened an Ulta Rewards Mastercard in the process of checking out at Ulta.com because I was told that I would receive 20% off my first purchase upon opening. However, after I had applied and been accepted online, I was not given this discount. I went in-store for help and was told I could not use the coupon code to complete my purchase since I had applied online, and would need to wait for an email with the code. I am now trying to use it to checkout using the Ulta credit card and getting an error message: "We are unable to process your order. Verify your payment info or use another payment method." ************ predatorily gets customers to open credit cards during checkout, only to renege on the promise of 20% off by making it impossible for customers to use online. I have attached their advertisement for their credit card program, which makes claims they do not fulfill.

  

  Business Response

  Date: 05/01/2023

  Thank you for the opportunity to respond to **************************** case relating to her recent online order experience.
  
  To resolve this concern, we have reached out to ************************ directly to advise we are investigating the issues noted in her complaint. 
  
  Best ***************** Services Advocate

  Customer Answer

  Date: 05/06/2023

   
  Complaint: 20001258
  
  I am rejecting this response because you have not contacted me regarding my issue or offered any sort if resolution. I will be reporting this to the FTC.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 05/08/2023

  We are writing in response to ************************' recent BBB response. 
  
  We have been able to thoroughly investigate the concern. An email follow up has been sent to ************************ to ask her to proceed with her order and let us know if any issues persist so we may assist. 
  
  Best ***************** Services Advocate

  Customer Answer

  Date: 05/09/2023

   
  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:04/26/2023

  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 originally placed an Order# K226074767 back in OCT 2022 and I never received it. The order was for Christmas gifts after months of having to go around in circles with Ulta they reshipped the order In January. I wanted to return it and receive a refund on my Ulta credit card. That was also an issue because the original order was in October. After talking to customer service several times they issued me a return label and said I would get the refund on my card. Which I also requested all interest being charged from this purchase be returned. I returned the items and received confirmation received with tracking # ********************** -Your item was delivered to the front desk, reception area, or mail room at 1:12 pm on February 8, 2023 in **********, ** *****. NOW they tell me they haven't received it and cant locate it. I cant understand or believe the horrible customer service I've received. I'm requesting the amount of the purchase $321.87 be refunded along with interest fees. I've also attached the email correspondence for reference.

  

  Business Response

  Date: 04/29/2023

  Thanks for the opportunity to respond to ****************' complaint regarding her refund for a returned order.
   
  In order to resolve the matter for **************** we have provided her a refund via check that will arrive in the next **** business days. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

• Initial Complaint

  Date:04/26/2023

  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 placed an order with ulta that was delivered to the wrong address. The shipping website and their own show it was sent to a different city than the one I listed to ship to. Ulta has been telling me for over a week now they will get back to me in 24 , then 48, then 72 hours. It has been much longer than that. I do not wish to ever do business with them again as I believe this is not an accident and I want to be refunded immediately

  

  Business Response

  Date: 04/29/2023

  Thanks for the opportunity to respond to Ms. ******'s complaint regarding her recent order.

  
  In order to resolve the matter we have issued a full  refund. We truly apologize for the inconvenience the matter has caused.
  
  Best ***************************** Advocate

• Initial Complaint

  Date:04/26/2023

  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.

  Order K249874081 was delivered 4/25, only including 1 free item, not any of the items I purchased and spent $178.19 on. I never received my perfume, samples, or bronzing drops. Issue was brought to 2 representatives and was told it was escalated . I need a refund for what I paid and never received.

  

  Business Response

  Date: 04/29/2023

  Thanks for the opportunity to respond to Ms. ***** complaint regarding her missing items.
   
  In order to resolve the matter for Ms. *** we have provided her a refund to her original form of payment. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 05/01/2023

   
  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,
  
  ********************