Ulta Beauty
reviews and complaints

I went to Ulta Salon in Macon, Georgia on mother's day for eyebrow waxing since I had a very important week ahead with my son's graduation and celebrations. I came out of the place with second degree burns. I called the store and let the manager know. I even sent them pictures of my scarred face. Ms. Joseph from Gallagher Bassett called to take more information on the claim. She called me back today and said there was no negligence and offered to return the $20.00 they charged. That is the last time I will go to them. I feel consumers need to be protected against stuff like this.

I really wish that each and every one of you could come to the ulta in the midwestern united states, not 1 of them treats their customers the way that those other stores do! In the district where I am a manager, the customer is always 100% right! There are the extreme cases where there is a customer that comes in wanting heaven and earth and there is just nothing that you can do to please them, and unfortinuatly these are ausually the guests that will post horrible things about the company online. I will agree that customer service has gone down the toilet in the last 15-20 years, when I first started working I would never have dreamed of talking to people the way that some people do at stores. But lets be realistic here... Some of that is personal attitude and that has to fall back on how they were raised. I was brought up with the saying, "treat people the way that you want to be treated". That is definatly not how kids are raised today.
I feel very bad for the people that have had such a horrible experience with ulta, and if you want a great customer experience; a great cut and color and a fun environment to shop at, then each and every one of you need to come to the fargo, nd store and see what real customer service looks like!

I placed a $68+ order from Ulta, but I got an error message saying the order could not be committed. I went back out and re-entered everything and still got the same message. I went over each number of my card and re-did the whole thing again. At first I thought it wasn't accepting the submit button click. After reviewing my checking account in another window while trying to order, I saw seven pending transactions going in for the $68.00 amount. When I called customer service, I was told it would take three days to get my money back, and when I asked them if the order had been placed, she said no. I order almost everything online, and so far, my experience has been that if an order doesn't go through, your card isn't charged. I was also of the understanding that cards couldn't be charged until orders were ready to ship. According to Stason.org, under the FAQ question 409. "Can mail-order merchants charge my credit card before they ship?", the answer is "According to Janet Hug of Visa USA, "a merchant is not permitted to bill ahead of time" except in case of a deposit or down payment that the customer agrees to." The Ulta.com customer service rep told me that every time the submit button is pressed, the charge goes through whether the order is placed or not. Since this was my first order with them, I am very nervous. At first I thought it was a Fraud site, but I notice there are actual concrete stores that exist, so I'm hoping for the best. Someone tell me if I should be calling my bank now and having Ulta.com investigated for fraud?

Here are the reasons why Ulta is a ridiculous, obnoxious store:

1.) Terrible management. On one occasion I purchased a $35 Tarte eyeshadow trio, and requested at the desk to receive my "free gift" as advertised on the large sign above the Tarte display. First they didn't want to believe me, didn't want to come from behind the counter to actually look at the sign I was pointing to, and when they did, were quick to tell me rudely "you didn't notice the part that says While Supplies Last, did you? People come in here right away and these free gifts go fast." They then tried to give me some crappy free sample from a cardboard box behind the counter and I declined.

2) while I apparently am not very important to you, Miss 20-year old manager (who needs a makeover herself), it was made obvious that the silly girl with a carry-on dog (a la Paris Hilton) was worth impressing. She bought hairspray. I purchased $125 in Benefit cosmetics.

3) The coupons they repeatedly offer both by mailer and email are crap. you can't use them on ANYTHING worth having. There are trillions of exclusions, including giving the store the right to limit the coupon themselves. Interesting.

Do not shop ulta lake orion mi_
Acting manager "megan" called the police accusing me for shoplifting - because"another customer saw me put something in my purse"
The video tape showed me put "something" in my purse - duh - my phone, keys & shopping list in the outside pocket.
Tsa tactics is retail!
They get to do whatever they want - because they have a shoplifting problem -
I had to come back to return my purchase 5 hours later because no one called me back about this - all 3 managers kept making excuses "its policy"- this not an apology! Have not heard back from corp. Yet either -
Ps - they did not check my id on a credit card purchase - they do not care about customers - just their stuff.
Do not shop there-

Once again - and for the last time - another scam by ULTA.com. I received an email this morning of a special promotion for a free 5 piece H20 gift with a $25.00 purchase good from 10am-2pm cst (I happen to be in cst). I followed the link through the email and spent a couple of hours selecting other items to purchase - went to check out at 1:31pm cst and now the "free" gift is $42.00. Just to make myself really frustrated I decided to check my "ultamate" rewards points (I have purchased hundreds of dollars and have yet to be able to redeem my "points" because it always shows zero at the site and noooooooooobody has the brains to figure out the problem there) and sure enough points accumulated is "0". That was enough to decide to make my LAST call to ULTA.com. After being on hold for almost 30 minutes (which is ROUTINE for this site) I was told the "promotion was over". I explained it had not been when I first made the call and had been on hold all this time. Then I was told "until supply lasts" to which I said there must be a supply because ULTA.com is willing to take my $42.00 to get it. I won't go in to details - but suffice to say this time I insisted on a supervisor - "hold again" to get another person stating the same thing. Basically - I shouldn't have shopped because even though it was in my cart under my login account I hadn't paid for it in time before their "free supply" ran out (versus their you can still buy it for $42 supply). She will tell someone else though, and maybe I will get a gift card - whopee! - will it be for $42.00 so I can but the 5 piece gift? - she's just not sure. I detailed my "points" nightmare and said I am looking at one of your "gift cards" now from the last time you tried to keep me quiet.

Well, I am done ULTA.com - I complained about yet another scam - which wasted half my day - and I have had it! To anybody who would like it - my "free gift card" from their last scam (I believe it is worth $15) is yours!
#[protected] - enjoy! I hung up - typed in ULTA.com scams and complaints and found this site immediately - so it's obvious I am NOT the only one.

btw - I have NEVER had a problem with SEPHORA - who will receive all of my future business.

I spent $100 of my hard-earned money at Ulta today. The cashier asked if I wanted a "frequent customer" card which would entitle me to free samples and discounts in the future. I accepted, signed, paid and he said as I left, "You will get your two free magazines in the mail." I thought, "How nice, they send me product info." Upon looking through my bag on my arrival home I discovered a brochure letting me know that I was signed up for In-Style Magazine and they would deduct $35 a month from my account from now on unless I were to cancel. So, after calling the store and having a frustrating conversation with the clerk and then calling the company and holding, holding and having to give all my info to the operator---they say it's cancelled. I will be checking my account statements. But this added hassle which was my reward from Ulta for choosing them on this day instead of Sephora is the reason I will NEVER shop there again. And I will forbid anyone I know from shopping there as well. How is it okay to do something like that to a customer?

I scheduled an appointment for their Mon-Wed color, cut, style for $50. Only be told after the consultation that it would be $20 more for the extra ounces of color they may have to use. I asked for where in writing this was located in the ad or the store, she could not find any. She, being Samantha, only said that it was store policy to charge $10 an oz for any extra color. NO where did it state what the "normal" amount of color was. I made my appointment in person and showed the length of my hair and was not told this. I spoke with the manager that day and she couldn't provide proof only apologies for the store policy. I was not offered an alternate service or any solution. I did file complaint with the BBB, as this is false advertisement.

My first experience with ulta.com was on black friday. I filled my online cart up with products then tried to check out. The online coupon didn't work, but after two long phone calls, a representative told me he would credit my account for the coupon. (He did not.)

After I placed the order, one of the products I ordered was out-of-stock. This was a featured item — there were three very similar choices for similar prices. Instead of being told clearly that the product would not be sent, or even better, offering me a substitute, I was "notified" in small, faint gray print on the shipping notice, and the cancelled item wasn't specified. It wasn't I received the order that I realized it was my daughter's big present.

Before I learned of the missing item, I placed a second order with ulta.com. Again, I had major problems checking out which required a couple of long phone calls. This time, customer non-service did not even try to help with the coupon.

Finally, I figured out the problem on my own. Some of the products didn't qualify for a discount due to their method of shipping — ground only. Although I had more than enough qualifying products to use the coupon, and I chose ground shipping for all the products, the computer would have none of it. By placing two separate orders — both of which were large enough to qualify for free shipping — I was able to use the coupon on one.in addition, by placing two orders, I received free samples in both orders. Stupid on ulta.com's part — they only paid more. A big pain in the butt from my perspective.

I wrote customer non-service to give them a chance to redeem themselves, but they never replied.

Ulta has no backorder process. Why? I shop with dozens of online stores and have never had any difficulties. I am very unlikely to purchase from ulta.com in the future and would never recommend it to a friend. An enemy, maybe.

I have been going to the Ulta in Robinson Twp, PA for the last decade or so whenever my hair grew too long and I wanted to give the excess to locks of love. They'd listen to how long I wanted my hair to be after the cut (you can go as low as 6 inches for a locks of love pony tail, but 10 inches is what they need for best results in a wig, apparently), what general style I wanted the cut to be around my face, and that would be it.
This time my hair was so long I could tuck it into my belt. I scheduled a time to get my hair cut. I then got a call the day of my cut, telling me there was a mistake in scheduling, and could I come in an hour early. I tried, but it didn't matter, because I had to wait for a walk in to finish their cut/color/whatever.
When it came to me getting my cut, I had a bunch of photos of the hair style I wanted, based on a popular TV detective. I had a dozen photos, different angles, etc. I was clear that I wanted the hair past my shoulders, I need it to not fall into my face when I bent my head down, because I have to look up at audiences, down at computer screens, up at the audience, and I need my hair to stay still.
The stylist did not listen in the slightest. She took a glance at a picture, then started cutting my hair. When I felt it was too short (had to have my glasses off, so I couldn't see it at all), I asked her why she was cutting it so short, but the front was so long. She said that "that was the way she did it". Oo-kayy. What was she planning to do then? Well, she wanted the back to be shorter so it would blend better with the sides. "So you are going to have the sides longer than the back then?" I asked, shocked, because that was EXACTLY OPPOSITE of what I wanted, what I showed her, what we'd discussed. She said, "Yes." I said that wasn't what I wanted.
She proceeded to cut the hair shorter and shorter (but she had years of experience and years of training and knew what she was doing...), until it is shorter than I have had it in almost 40 years. I hate my hair that short, hate it. And she knew I did not want short hair when we started.
She absolutely, and positively did NOT listen. She looked at me, looked at the clock, and gave my the EXACT hairstyle that she had on HER HEAD.
She did it her way. That's the way "she does it." And that's what I got. When I disagreed, she told me it was too late, that she'd already cut it the way she'd planned to (as if I'd never mentioned what I want, or brought in pictures, or anything). Then she "valiantly" tried to "fix it."
Nightmare. I was planning on doing some public presentations soon, but I might hold off now. I also have to work with hair that is too short to pull back properly, falls into my face if I just turn my head, and even itches on the back of my neck (something I hate and have avoided for decades).
She told me that I HAD to have 10 inches taken off of my hair for locks of love-- which is not true. But she told me it's a "new policy." I seriously, seriously should have known that when someone springs a "new policy" on you right when you're getting your hair done, that you just walk away. That unexpected, unexplained "policy" change is never going to go well for the customer.
So here is my warning-- do not go to Ulta to get your hair done. They do NOT LISTEN. They cut your hair the way they want to do it, and never mind what you want. Then, when they have butchered your hair, it's somehow your fault. AND, then they charge you full price for it, when locks of love cuts are supposed to be free.
The quality of service has completely gone down hill in the last few years for that place. They used to be good. I don't know what happened, but stay away from that place if you care about your hair.

I said yes since she was the one who burnt it and she seemed discusted and put out and said she would only do it one time and then she got the store manager. She wasn't really any nicer and said since she had not seen my hair after she could not tell if I had done something to my hair to cause it and I had to try and convince her of the episode. I told her all she had to do was ask the girl that put the conditioner on and trimmed it because she had seen my hair the day after. She also said they could only do it at no cost just one time and set me up an appointment for the next day. After I went home I thought about it and decided I did not trust them to fix it or do the right thing. She never apologized nor did the other manager for burning my hair or for me having to walk around with fried hair. She never took responsibility for what she had done and made me feel like I was justing wanting a free hair cut. I wished I would have just demanded my money back after but I thought they would do the right thing. I have always taken responsibility for any procedures I do on my patients and stand by my work but the people at ulta do not! I will never go there again for hair or any products and I will tell advise everyone else to stay away. It's just only about the money for ulta and no client responsibily. It's just that too bad soo sad attitude!

Mad girl from Denton Texas

I am very unhappy with the overall services and lack of availability of merchandise provided by these stores. I have visited the deptford nj location at 3 times in last 2 months and each time I went to the store it was always in lacking merchandise. This has always been the case whenever I went there and their prices suck! I wanted to purchase a curling above from a revlon or conair product (Which they carry as well) and was unable to do so because of the lack availability of mid - priced curling irons. I can get a revelon or conair product anywhere. Now these mid price products the carry obviously sell the most so I do not why the store would not have them stocked accordingly. The store never has a their large display of opi nail polish full. I recently purchased a hair brush for $11.00 and was very disappointed in the quality for the money I paid. I now can not return it and get at least a store credit because of their awlful return policy. I can not believe with all the revenue these stores generate, I could not get a store without out my receipt. I had the tag still on the merchandise which could have been scanned to get the current price & know I purchased it from ulta. Now I have a crappy product from this store I do not want and they get to keep my money. Any store out there give store credits and honors their products. I will never shop there again.

Do not go to Ulta for hair color or highlights. You will be charged through the nose and not even like you hair. The management will do nothing to help correct the issue and if you want your hair fixed correctly your only option is to pay even more money and go to another salon where it will be fixed by a more knowledgeable and skilled staff.

I have already writeen to Ulta on their website about what happened. No response till now!..This is what happened. I saw this $20 haircut& style coupon in the Ulta Flyer in the Sunday newspaper abt 2 weeks back. I called Ulta to get an appointment on a Tuesday. The lady from Ulta tells me to come "tomorrow" at 11:30am. So, obviously tomorrow means Wednesday. When I reach there on Wed at 11:20, the salon employee is with another customer. She takes her own sweet time and finishes with that customer. The other customer is gone and she passes another 20-25 mins telling me that she'll just clean up the area before starting my haircut. When she tells me that, I don't see her cleaning the area for next 7-8 mins and she is busy chatting on the phone. Finally when I am asked to sit on the seat for the haircut, its almost 12pm we both discover that my appointment was on Thursday and I was given the wrong appointment time. So, again i get up and the salon manager is called and the girl and him talk and he asks me what day suits me and he gives me appoitment for next week, Wednesday. I specifically ask this guy if teh $20 haircut would still be good next week and he said YES! Now, this is what happens next week, the day before the appointment. A lady from the salon calls me to confirm the appointment and very conveniently tells me that the $20 haircut is no longer valid! I cud not believe what I was hearing. When I told her that the salon manager himself told me that it wud be still good, she says that she is the real manager and she cannot honor it. Anyway, I was at workplace that time and could not argue more with her. I ask her to cancel the appointment obviously. As soon as I cancel, the sorry word comes out of her mouth now that her mission was accomplished. I just disconnected the phone. I used to think Ulta was a high end company but doesn't look like. Any self respecting, customer friendly company would keep their word. I am writing this review not to get any compensation from them but to make them realize its high time they have basic customer service ettiquetes. Never expected this from Ulta. Few of my friends were looking forward to my haircut from Ulta who after hearing my experience wud never go. I guess Ulta is doing too good, they don't need new clients! Good luck Ulta!

The first time I went to the SALON for a cut and color. $140.00 Came home and looked in the mirror to notice that the color that was suppose to cover my gray was not covered in all spots. And the hair cut was unmanageable. Went back a second time asking her to take care of the problems [three weeks later]. Michelle- the hairdresser?- that took care of me both times...again cut and colored and charged me $110.00 The cut is awful. My friends are asking if she was drinking while cutting and coloring. I am now going to a Cut and Curl to have this mess taken care of. I have been so uncomfortable with this hair for the past month. i do not want to go back to her to fix this mess .. I have paid a total of $250.00 plus tip for a very uncomfortable experience.
Nancy Dandurand
[protected]
[protected]@rochester.rr.com

An ulta employee (newport news, va store) made a carbon copy imprint of my credit card and one day later I had fraudulent charges on my debit card, wiping out my checking account. the thief purchased a smart phone from n 1 wireless inc (internet company) for over $400 and tried to have it next day delivered to a debra barlekamp in fostoria ohio. she also charged $97 at tilly's (online skater apparel store) and attempted to charge another $74 there plus $400 at toys r us (online). beware — I would hate for anyone else to have to go through this.

As a former employee for ulta, I would love to complain about the mistreatment of all the lower employees of this location by the store manager. I have never been so rudely treated by any manager in my life! I had only been working there for 2 months, I did have some serious illnesses and could have wound up in the hospital. I had brought my doctor's note to my store manager the day I could return to work, she accused me of faking it. As I work throughout the day, more than two of my coworkers had come up to me telling me that the store manager had started talking (Pardon my language) crap about me to other employees which we're higher than me. Which is total nonsense for a quite a bit older woman to be talking about me in that manor. I never really heard anything she had said exactly but all I know is that she told everyone I had been faking all of my illnesses. Probably about a week later, I was working and I had been doing what I usually do, running the register and all that. She pulls me off and asks me to "face" the store and then she has the nerve to ask me if I knew how to do so?! (I've worked retail for about 4 years now and i'm pretty sure I know how to do it, let alone the fact that I started working there doing the truck loads every friday morning at 4am) as soon as I get off the clock, I had to do some shopping before I left, of course she rings me up, sees everything I had bought and as we walk to the door she checks my clear bag, then she asks me to pull out everything, including my victoria's secret lipgloss (Assuming I had stolen it from the store.. It has clearly been used more than a few times sorry!) — I forgot to add that I had given her a months notice that I was moving to a different state the following week of this day she mistreated me so bad. My coworkers are telling me bye at the door and she has the nerve to ask me if I was working the next week. (Sorry ma'am i'm moving to a different state..) and I had to tell her right there and she had the look in her eye like she wanted to hurt me or something. But, yeah, I have never been so mistreated in my life by my own manager. I would love love love to take this to corporate but I have no idea how to get it there. Oh and by the way, more than a few people have quit because of this lady, she was a brand new store manager to this store. I had only worked there for 3 months and they we're the worst months of my life in retail.

I received a $50 Ulta gift card for Christmas this year. When I went to go use it, I was told that it was not activated. I have called customer services 5 times in the last month and every time I get no apologies and they tell me that it will be activated within 48 hours- this still has not happened. I also attempted to send an email to their customer service and I have never received a response back. Last conversation I had with a supervisor, I was informed that hundreds of gift cards went out from Ulta.com and they were not activated. This manager said that they were overwhelmed with all of the calls pertaining to these unactivated gift cards. I honestly don't know if this issue will ever get resolved. I feel like this was the biggest waste of $50 ever. Buyers beware!