Ulta Beauty
reviews and complaints

On November 10th, Ulta Beauty was supposed to refund my order that was just under $100 I was returning over quality issues. They literally said they had refunded and it would 3-5 business days. I have all the documentation and screenshots because it was conducted over text chat. First they claimed even though they had stated they refunded that they only process once they receive the items. I proved they’d bus tracking so they then said wait 30 days. They’ve changed their story multiple times, and each time it gets more scandalous, but I still don’t have a refund and it’s been 6 weeks. I’ve been “disconnected during 3 phone conversations and offered a gift card instead of my money back 3 times. They escalated it on the December 6th because they just can’t figure out why they can’t figure out how to refund my money. Every week I contact them and they say please be patient, that they’ve escalated it, and my refund is coming. They’ve even given me a $20 gift card in an email as an apology but still can’t figure out how to refund my money, and ask if they could refund it all on a gift card. I believe this is a scam they’re doing on larger orders that are returned in order to attempt to force people to accept gift cards. At any rate, the last time I contacted them via chat they tjen claimed they couldn’t even answer my question because they couldn’t verify my account, yet the exact same info was provided the past 7 times I contacted them via chat and it’s all still in the thread I have to prove it. I see they have a current class action about selling used returns, which is something different, but still a scam. I googled and found some other consumers have also had issues with returns there. Something is definitely amiss. Please contact me if you’ve had a situation with returns there. I’ve contacted an attorney because I think there is a scheme going on and it seems Ulta likes to be the subject of class actions, and apparently can’t learn from their past mistakes.

Yesterday, I went to Ulta across from Baybrook Mall to buy cologne, soap and Dead Sea products. A lady working there helped me. We went to the cologne section and the Mont Blanc was not under the Mont Blanc sign. I should have taken that as a sign that this is not going to go well.

I settled on some Savage and soap. I told the lady I wanted Dead Sea mud. She said you can order it and we can send it to the store. That was not true. When I went to check out, the lady said I could not send the product to the store and insisted that I give her my name, telephone number and e-mail address.

I told the lady that I do not need Ulta for the mud and I can get that somewhere else. She said, help me out. I need your name, telephone number and e-mail address. I told her I just want to buy this stuff and get out of here. She said, you don't want to help me out. I said, no. Just check out this stuff. She would not check out the stuff and insisted on my personal information.

I left the store and $130 worth of purchases on the counter that I did not purchase. I had ULTA on my list of stocks to buy. Now, I am not so sure. I will try another Ulta out of town. If I have the same problem with Ulta, I am out. Ulta should have in-service training with your sales staff. If I treated my customers like that I would be fired.

Recently purchased 101 items for my nurses for Christmas. I do this every year and this is the first year I have had an issue receiving my items. I have been on the phone with them for a duration of 3 days in phone calls trying to get this fixed. I have sent multiple emails and even recorded my box opening and yet I have not had any feedback nor have I received the items. That’s over $500 worth of items and I find it convenient that most of the items that are missing are the most expensive items. I thoroughly pissed at the situation because it delays the Christmas gifts I planned for my nurses and now I’m out over $500 for items I have yet to receive. Ulta in the last year has totally changed and customer service is no longer near the caliber it was in the past. Honestly I would not trust nor will I be returning to Ulta to buy my purchases. Sephora is typically more expensive but at least I receive my items.

I’ve been a frequent shopper and adoring fan of Ulta beauty since freshman year of high school. Now at 33, I’ve continued to shop their with the same frequency and have acquired a store cc card and a couple hundred dollars away from their highest, “Diamond” tier.

With that being said, after the unfortunate experience I had at an Ulta in Seaside, CA Mon. 12/5- I will no longer be a patron at any of their locations.

I understand mistakes happen, what I don't understand is the complete lack of accountability. To make a long story short, a friend and I had initially gone to Ulta with the intention to switch out a foundation I had purchased a couple of weeks prior. We ended up looking around, doing some lipstick swatches, asking the store associates for assistance, as well as engaging in casual, friendly conversation.

About 30 min. upon our arrival, 2 police officers entered the store. I didn’t think much of it, until the Sargent called me over. My friend and I were accused of stealing. Ulta's manager insisted that they had video surveillance of my friend and I shoplifting merchandise. I insisted for the officers to go through my bag, I pulled up my sleeves to show I had nothing to hide and urged them to go and watch the surveillance video. I’m not sure how long my friend and I were made to wait, an hour, maybe 2, just completely mortified, as we stood there accompanied by a police officer while fellow patrons walked by.

There was no video surveillance of us stealing, because we didn’t. We were finally, apologetically let go by the police, but received not even so much as an apology from Ulta’s staff. Additionally, the manager had the officers relay to us that she had decided to deny us service and was asking us to leave the store - I wasn’t even able to complete the transaction we had initially came in there for - for no actual reason.

My friend and I were shocked. We left and, needless to say, will not be returning to any of Ulta’s locations indefinitely.

When oh when (note I did not capitalize per your “oh and something else important” instructions) will corporate officers stop catering to the left? When will you people truly wake up and stop trying to control your customers?

I have been a customer since at least the 1980’s. What in God’s name gives you the right to proselytize and foist your boring PC drivel on your customer base? What difference does it make as long as you are making money? Or are you getting threatened by someone? What exactly is going on here?

Who needs this? You owe all of your loyal customers an explanation. Get off the brainless soap box and just shut up and sell. No one gives a damn about your politics.

-Former Customer who’s deeply disappointed in Ulta

I ordered 2 different (and very expensive) Estée Lauder items because they came with $45 of free gifts each. That’s $90 worth of free gifts. When order arrived there were no free gifts. They told me I had to add them to the cart separately. However I have screenshots of the fine print, which says nothing like that, AND of the item in my cart WITH THE FREE GIFT. Yet they didn’t send it. Typical bait and switch/false advertising. Online rep was a jerk and didn’t help at all. I filed a complaint, nobody responded. Then they asked me for a survey of their online support, to which I gave it the lowest rating. End of survey asked if I wanted a call about my low rating. I said “yes”. But they never called. Absolute zero customer service and I’m taking this to consumer commissions.

a recent order was missing 5 of the 7 items ordered. when i chatted with customer service they stated they couldn't help but had to escalate the case to a manager. When i received no response i called and got the same information. i finally sent an email and received the following response. zero assistance given and i doubt they researched anything.

I received a 10$ off 35$ coupon when I went to an ulta yesterday at the College Point location. Today, I went to the Yorktown Heights location to redeem it. They mentioned how the code works only for order online and pick up in store. I asked what time they closed and they said 8. I was willing to wait four hours and order it online but the code wasn’t working. So I went back and told them if there’s any other way I can receive my coupon since it wasn’t working. They said they could do nothing and I had to pay full price. I called customer service to see what was happening with the coupon and they hung up the phone on me.

I spent the better part of 26 years fighting against child sexual exploitation. Because of my experience, I am very aware of many many types of inappropriate and damaging behaviors children are exposed to and endure. Many times, I recognize the behavior well before anyone else. Having said that, not this time. Even people who are not experts in my field have enough sense to know that a grown man pretending to be a girl and dressing in little girl clothes is one of the most completely inappropriate persons to represent your company or any other company for that matter.

There is a saying in Texas that I would like to share:

You can put lipstick on a pig but it's still a pig.

Maybe instead of being woke you should wake up!

I'll never shop in your store again.

I am complaining because I ordered online, received my order yesterday and there was only 1 item with an invoice saying all items were delivered. Contacted guest services and all I got was basically oh well not our fault. LIKE WHAT TYOE OF BUSINESS IS THIS. I am so disappointed I hope nobody else goes through this cause I just lost 160 dollars for nothing, never again ulta

My 95 year old mother who live has been shopping at ULTA for over 20 years. Spending a ridiculous of money at this store! She purchased this item the beginning of November 2022 (not sure of the exact day) as a gift for me. This product (Kenra Platinum Working Wax 15) caused much irritation and pain to my scalp. Called customer service to return and receive a store credit. They asked me what store did my mother got it from, membership number, phone number, etc... My mother is 95! she has no membership and only pays in cash. So then they tell me that I "Have" to return it to an Ulta store. I am a 74 disabled woman with no way to get out to the nearest Ulta. I asked to speak to a supervisor...Conveniently there wasn't one available. The was I was treated unacceptable! I asked for a shipping label and was told once again that I "Have" to return it to the store! What part of "I am a 74 disabled woman with no means to get to the nearest Ulta store!" By the time the phone call was finished, I was so upset I was about to cry. I received a gift that caused me pain, irritation, and damage to my scalp and all I wanted to do is return it for a store credit so I could purchase another product that would work without causing these problems! I am both disappointed and disgusted with Ulta and their customer service!

Recently became a diamond member because I just love this store but I have had nothing but issues since. The diamond gift they sent, I tried to use online and at time of checkout it glitched and said "oops something went wrong" when I tried to re check out the coupon code said it was already used and cannot be used again. After 45 minutes on the phone with customer care and multiple emails, they could not help me. They cannot place an order for me nor could they troubleshoot the app glitch so I gave up and went into the store to discuss my issue with manager and showed her all the correspondence. She did an override and provided me the diamond gift. Wow that was alot work. Fast forward online shopping for cyper Monday. I have 145.5 in reward dollars and 20% coupon so I am doing my shopping and get the same glitch at check out and now the coupon can't be used again. Another 45 minutes on the phone with customer care and they finally were able to provide me with a code that worked. However, I went to use my rewards and it would only allow me to use $86 max. So I did and paid the remainder. The balance of my rewards should have been (145.50 - 86 = 59.50) but instead, my balance went down to $23.50 so I asked where the other $36 went? and they told me it is point conversion so I used 1950 points which equates to $145.50 and when I reduced my points to 750 that is $23.50. I told them I would have used all of my rewards on my order but it didn't allow me to so I gained a discount of $28 by waiting 45 min to get one but then lost $36. So disappointed. I really use to love shopping at ULTA but now I will take my business to Sephora.

ultabeauty I tried to use my card to take advantage of black Friday deals. Sat on line waiting to get access to the site for over an hour finally tried to check out but my order never processed. Come to find out they charged my card multiple times and maxed out my card. When I called they said that the order did not go through, products were out of stock and they refused to cancel the charges or fix their error. I will never do business with them again

I paid off my credit card bill in full and closed my account. Comenity later added a $2.00 interest charge and did not include this account on the list of Comenity accounts I have. They have now added 2 late fees to the $2.00 charge. I was told a supervisor would handle this for me over the phone and now I'm being told to pay the late fees or I will see add'l late fees added to them.

I placed on order on 11/19/22 I have been charged for it twice. I called and spoke with someone she said it would drop off once its been shipped because Ulta is aware that the systems were acting up. Well it has been shipped and I am still pending that 2nd charge. I tried contacting some one via chat and I sure hope it is saved in a history somewhere I told them the situation she said a supervisor will reach out to me and I said no id like them to reach out to me while we are on the chat I was still sending another chat and the Ulta person actually ended the chat on me once I asked for an emplyee id or something I could refer back to them and they ended the chat on me! Just because its not there money they could give 2 [censored]s if I get my money back or not. I need my money back asap im not going to be put in a bind or get a overdraft fee when it wasnt my fault. I need someone to call me back asap 719 * 285 * 3633

I am offended that you had a trans boy used as an influencer to sell your make up on your Podcast! A Trans does NOT represent girlhood, PERIOD. And why you would do this, leaves me with no words. Since Ulta obviously is just as confused as this young boy, I will not be giving my hard earned money to a business that doesn’t realize that a trans boy does NOT represent females. I spend a lot of money at Ulta, especially during Christmas. No more, will also be canceling my card.

I’ve been a customer since the 1990’s, and I’ve noticed that, even though White women make up the vast majority of Ulta’s revenue, they’ve gone out of their way to ignore and exclude us. Their new 2022 Holiday gift catalog doesn’t have a single white model in the entire catalog! On top of all that, the vast majority of makeup being advertised is various shades of brown. Brown eyeshadow, brown lipstick, brown foundation. What us this biting and bland nonsense? They obviously don’t care about their money makers anymore so let them go broke over it.