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Business Profile

Retail Stores

ULTA Beauty

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for ULTA Beauty's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 2,572 total complaints in the last 3 years.
    • 996 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/29/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Since August 2022, I have been calling Ulta Beauty at this number **************** monthly to fix a discrepancy on my bill. In May 2022, there was fraudulent charges made under my account, so they agreed to close my account and open a new one. So I have 2 ******** from Ulta Beauty, one for the old account and one for the new account. Now the problem is that I tried paying for the old account in various ways, by check, by a joint check, even sending the whole bill with its summary and old account number, but no resolve. ******************** is charging me for a late fee every month, $41 since August ******* $205). I always paid my new account separate...separate envelope, separate checks, even tried paying it online while the old account with a check. Ulta Beauty has been lumping my payments only to my NEW account, while charging me a late fee for the OLD account. I called them every month, being assured that this will be FIXED and CLEARED up right away. I sit here with less patience and decided to complain. I called, both the fraud and Ulta Comenity, and been yelled at and put on hold 7 out of the 9 times contacted. It sounds over the phone like its MY fault that this is happening. I tried paying off the OLD account, now the balance is at $279.51. PLEASE help. I am sitting here on HOLD for 30 minutes and counting (I believe they are waiting for me to hang up). Attached you will find just today's phone holds The customer service over the phone is unnerving. I was rerouted to 3 different locations like the acct protection and supervisor. The in-person stores is so great, but their behind the scene business needs to be fixed. I will WAIT until this is fixed, since I waited for Ulta since AUGUST 2022. THANK YOU for your time and I am definitely not a ***** or ***...just trying to find someone to FIX the wrong to a right. Attached you will find what I sent & saved so far from statements to checks. If you need everything from August, please let me know. THANK YOU ahead of time!!!

      Business Response

      Date: 01/09/2023

      Thank you for the opportunity to respond to Ms. ********* complaint relating to her Ulamate Rewards credit card concerns.

      We are very sorry to hear of the experience and will pass the details to finical institution to address on their end and follow up with ********************. The next steps and resolution must come from the finical institution as they are able to assist with credit card concerns relating to fees or charges.

      Best ***************** Services Advocate

    • Initial Complaint

      Date:12/29/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Thank you in advance for handling this- There has been fraudulent activity on my Ulta account- when I went to make a purchase today I noticed that not only was my phone number wrong but there was a shipping address that doesn't belong to me- it belongs to someone on the other side of the country that I do not know. When I called customer service to straighten out the situation I got a call center. I could barely hear the representative- in the background there was yelling, laughing, singing, etc. I asked the rep about all the noise- to which he replied it is a busy time of year. Again, I could not hear him and I felt that calling and discussing fraudulent activity should be handed professionally. I asked if I called the number again I could get another office- he replied yes. I ended the call with him- called back two more times and this time was answered by a woman- who hung up on me twice. Again, all the background noise of a party. When I tried the autochat- that was not helpful. I then called the corporate number. Although the woman that attempted to assist me was professional- I have to wait ***** hours to get a call back. When I asked what will happen to my account (security wise) in the meantime her answer was it is only ***** hours. Those are not sufficient answers to my problem. (*I did change my password- but, I left my account as is so that whomever helps me can see the person who has hacked into my account)

      Business Response

      Date: 01/15/2023

      Thank you for the opportunity to respond to Ms. ********* complaint relating to her Ulta.com account.

      To resolve the concern, our team has directly connected with ******************** to assist with and resolve concerns she has noted relating to her Ulta.com account. We apologize for any inconvenience this may have caused.

      Best ***************** Services Advocate

    • Initial Complaint

      Date:12/26/2022

      Type:Product Issues
      Status:
      Answered
      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 December 09, 2022 I made a purchase with Ulta online. The total amount was $334.93. My order number is K235326019. *** states that my package was delivered but it indeed was not. I have emailed them multiple times, called, and chatted with people and everyone is refusing to do anything about my issue. They refuse to reship or give me a refund and now I am stuck paying that money and received zero of the products I ordered. I will no longer do any business with them. I could understand if this was a recurring issue but it is not. I have spent thousands of dollars with Ulta and it is absolutely ridiculous that they refuse to help me this one time. I am absolutely blown away that such a big corporation that makes so much money cannot help a loyal customer just receive the products they ordered and paid for. Now I am stuck paying $334.93 for ABSOLUTELY NOTHING

      Business Response

      Date: 01/04/2023

      Thank you for the opportunity to respond to ************** complaint relating to her recent Ulta Beauty online order.

      To resolve the concern, a reshipment of the available items has been issued. A refund for the out-of-stock items was also processed and communicated to ************ on 1/2/2023.


      Best ***************** Services Advocate

    • Initial Complaint

      Date:12/24/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Went to Ulta shortly before they were closing at 6. Purchased some item and pay for 1 of them separately than the rest. When I got home, I noticed I did not have all of my items. In addition, she only gave me 1 receipt, when I paid separately, so I should have had 2 receipts. I called the store, even though I knew they were closed, but someone finally answered. I told her what had happened and she only gave me 1 receipt. ( also the girl at the register was telling a blond haired lady she would not let her take the fall for something- putting their own phone number on customer purchases. T hey ask for a phone number, but I refuse, so I know she used her own to get the points from my purchase. I know this because her email came up- no email should have come up) the person who answered said her name was ***, and she would check the cameras and call me back tonight. I had 2 small bags, I went straight to my car and straight home. I feel because they see I have a disability they think they can get over on older people like this. She has not called me back yet. I want. a refund and an apology for trying to treat older, disabled people in this manner.

      Business Response

      Date: 01/04/2023

      Thank you for the opportunity to respond to ****************** complaint relating to her recent Ulta Beauty store visit.

      To resolve the concern, we have reached out directly to ask for the store location and date so we may assist further.  

      Best ***************** Services Advocate

    • Initial Complaint

      Date:12/24/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 beauty order was left in a lobby somewhere by Laser ship (the worst delivery service ever) that wasnt my apartment door, where I have a doorbell camera. I never received my package and Ulta wont refund me or do anything about it, so I paid for nothing because they used a terrible delivery service, where the person cant even bring my package to my door so somebody stole my package. **************** was not helpful at all. I need a refund because I never received my package.

      Business Response

      Date: 12/28/2022

      Thanks for the opportunity to respond to ************** complaint regarding Order-K230052517

      In order to resolve the matter we are reaching out to the guest to offer a refund or ******. We truly apologize for the inconvenience the matter has caused.

      Best ***************************** Advocate

      Customer Answer

      Date: 12/28/2022

       
      Complaint: 18636589

      I am rejecting this response because:

      they still havent processed my refund. This is not true. They are just saying that to resolve it with the BBB but I want the actual refund before I accept their response. Also, I need Ulta to stop using LaserShip because my packages never get delivered to me when they are involved. I will submit a complaint against them also because they are constantly losing or stealing my packages. 

      Sincerely,

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

    • Initial Complaint

      Date:12/24/2022

      Type:Delivery Issues
      Status:
      Resolved
      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.
      12/14/2022 ordered 2 cologne gift sets never arrived. Never contacted to get told order was lost in transit. Called customer service today on 12/24/2022 and was told by customer service agent to simply go out to the store and pick up another gift. Then the customer service agent had then hung up on me without helping me with my issue or warning.

      Business Response

      Date: 01/04/2023

      Thanks for the opportunity to respond to ************************ complaint regarding her recent online order. 

      In order to resolve the matter for ************, a full refund has been processed. We apologize for the inconvenience this has caused you.

      Best ******************************* Advocate 

      Customer Answer

      Date: 01/09/2023

       
      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:12/23/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      K237272010 The order shows as delivered and I didnt receive and customer service over the phone werent helping at all Id like full refund to be issued to my PayPal I used Also email I typed in for the order is wrong.. its **********************

      Business Response

      Date: 01/04/2023

      Thanks for the opportunity to respond to *******'s complaint regarding their recent online order. 

      In order to resolve the matter for *******, our team has processed a partial refund due to the claim of missing item on 01/03/23. At this time Ulta Beauty considers this matter closed.

      Best ******************************* Advocate 

    • Initial Complaint

      Date:12/23/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 at one of the ulta stores yesterday for a salon appointment where I had a root touch up and a cut/trim. Not only I spent $120 before taxes and tip but I had one of the worst experiences ever .my stylist mixed 2 or 3 products to get to a color that she thought would be good for my hair, I dont dont if it was a combination of those products not meant to go to together, also her getting the product on my forehead skin near my edges or the heat from blow dryer and straighter but I left ulta with my skin near my edges burning and extremely sensitive. My hair color does not look right, she did not match the color of my roots but also she made my skin breakout due to product getting on the forehead and she cut my hair way more than what I showed I wanted. I reached out by phone and in person to the salon manager at ulta and was not treated respectfully which is not a surprise since most of the girls at this ulta store are extremely rude. She kept going on and on how the store was busy and she couldnt really listen to me but also there was nothing she could do She basically wanted me out of the store without offering any type of resolution for this issue.

      Business Response

      Date: 01/04/2023

      Thanks for the opportunity to respond to ************************** complaint regarding her salon service. 

      In order to resolve the matter for **********************, our store team has been in contact with her to receive a full refund. We apologize for the inconvenience this has caused you, at this time Ulta Beauty considers this matter closed.

      Best ******************************* Advocate 

    • Initial Complaint

      Date:12/22/2022

      Type:Product Issues
      Status:
      Answered
      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 went to ULTA Beauty to get a refund on 12/11/22 and they have not returned my money back yet. I contacted my bank yesterday and theres nothing showing up on their end concerning my refund from them. I want my refund back.

      Business Response

      Date: 01/04/2023

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

      In order to resolve the matter for ****************, we have sent her a private message. We apologize for the inconvenience this has caused you.

      Best ******************************* Advocate 

      Customer Answer

      Date: 01/05/2023

       
      Complaint: 18630071

      I am rejecting this response because:
      The company has not issued my refund back to me.


      Sincerely,

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

      Business Response

      Date: 01/09/2023

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

      In order to resolve the matter for ****************, we are reviewing the documents provided to us and will connect once the review is complete. We apologize for the inconvenience this has caused you and appreciate you being patient with us.

      Best ******************************* Advocate 

      Customer Answer

      Date: 01/10/2023

       
      Complaint: 18630071
      N
      I am rejecting this response because:

      Sincerely,

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

      I dont have my money back yet!!!!!!!

      Business Response

      Date: 01/12/2023

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

      In order to resolve the matter for ****************, we are going to issue a refund via check. We apologize for the inconvenience this has caused you and appreciate you being patient with us.

      Best Regards, 
      Guest Service Advocate 

      Customer Answer

      Date: 01/12/2023

       
      Complaint: 18630071

      I am rejecting this response because: I Do NOT have my money back!!!!!

      Sincerely,

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

    • Initial Complaint

      Date:12/21/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Tracking #: 1Z9Y46080322297679 Order #: K232008605 Order Date: 11/24/22 Subtotal $128.40 ******************* FREE Tax $11.17 Total $139.57 PAYMENT METHOD Discover - $139.57 $75 (before tax) was not included in this order. Their item numbers are listed below, and the email uploaded as well. There is also correspondence from Ulta ***** Services. PACIFICA Dream Moon Spray Perfume Item#: ******* PACIFICA Flower Moon Spray Perfume Item#: ******* PACIFICA Silver Moon Spray Perfume Item#: ******* PACIFICA Neon Moon Spray Perfume Item#: ******* **************** Moon Spray Perfume Item#: ******* PACIFICA Moon Moods Spray Perfumes Travel Set Item#: *******

      Business Response

      Date: 01/04/2023

      Thanks for the opportunity to respond to Ms. ******* complaint regarding her online order and missing item. 

      In order to resolve the matter for Ms. ****** we confirmed with our internal teams and the carrier and saw no discrepancies. Due this a refund or a ****** is denied, at this time Ulta Beauty considers this matter closed.  


      Best ******************************* Advocate 

    ULTA Beauty is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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