Ulta Beauty
reviews and complaints

I have been trying to reach the Customer Service Department they provide on line and no one ever answers. They keep telling you to hold on for the next available agent. I have tried all day to reach someone to NO avail. This is ridiculous. I am very disappointed in how they treat someone trying to get information. I am very quickly deciding to stick with Sephora. A much better company in my opinion with better service.

To Whom this May Concern:
I have been a loyal Ulta (Platinum) member since 2007, and recently experienced the worst, unprofessional service which has me in complete disbelief.
I placed an order on June 25th, and per UPS tracking, my delivery date had been rescheduled, now due to arrive at a later date, June 6th (an inconvenience, as I had been waiting for my order long enough, by that point).
June 6th came around, and I still had not received my package! On June 7th, I called your customer service department to inquire about my missing package, and encountered an unpleasant representative who nonchalantly "apologized" for my not having received my package, as it had been sent back to your center. She then proceeded to "ship it out again", and when I asked her how long it would take for the package to arrive, she simply quoted me "the normal 5-7 days"; she held a demeanor of indifference throughout the whole call, as if I was at fault for not having received my package.
The new order is #J188965892, which I received yesterday, July 14th. At this point, I am in utter disbelief with what I received. I received LESS THAN HALF of my original order, and have still been charged $78.42 (the total amount due for my original order). This is not only unacceptable, it is completely unacceptable service. I have emails to show the incredulous order history, and expect to receive a response promptly on your representative's extremely poor service.
Thank you.

Best Regards,
[removed]
Financial Advisor
M: [removed]
O: [removed]

I went to the Ulta in Midlothian Texas on Tuesday looking for a very specific haircut. The Salon Manager was who I booked with and she cut my hair. To call this a hack job would be the understatement of the entire year. I'm disgusted. Their customer service has been less than helpful. I'm going to the store after work today to speak to someone else or get the District Managers phone number. I'm including photos. Stay far far away from this salon.

I am so tired of going into the salon and hearing the manager gossiping about her family matters. I do not care to hear about her husbands affair or her daughters problems, which by the way also works for Ulta in the same store.
My friends daughter was involved with her son and she is a good girl and she sits in the salon and talks about her to anyone who will listen. I have several friends and family members who have stop going in the store for this reason.
I will make the ride to another town to avoid this rude and disrepectful lady.

The cashier named gabrielle (based on the receipt given) at ulta in auburn, washington (the collect outletion) gave us attitude when we didn't want to give our information when we're about to pay our products. She talked rudely as she punched the products and just dropped them. When we pointed out the coupon attached in one of the products, she snapped. Her customer service was awful. We are not gonna go back to that store again.

Yesterday I was stereotyped because of my appearance being followed around the store by either store manager or consultant, as if I was going to take something, at this point she was not being discreet, everytime I looked up she was near by watching me, making me feel very uncomfortable, I noticed she wasn't following anyone else in the store but me, I was livid

The cashier Valerie was a complete [censored] and extremely pushy I didn't want to give a number for the stupid rewards points cuz I hardly shop there yet she acted like she couldn't continue without getting a phone number this girl gotta stop saving a stick up her [censored] and start providing better costumer service or simply get another job-.- never going back again she made me feel so damn disrespected !

I visited your Tyler Tx location in hopes of purchasing items from the MAC Mirage Noir collection. I was told by an associate at the counter that they had a lot going on right now and that it wasn't available. I understand that it's launch on the MAC website is for 5/17 but you have it listed as available now! I'm not impressed with Ulta right now or the customer service received!

I went to my local Ulta at 1300 N Ashland in Chicago to buy 3 items. Found one item, couldn't find the other 2 so went to the front checkout counter to ask. A woman was standing there right in front of me with her eyes down reading something and chewing gum. I waited for a minute or two for her to acknowledge my presence and was so suprised that she never did - I was right in front of her.
She did not notice when I walked away without buying anything.

This company is an absolute disgrace! I reached out before with a complaint and someone tried calling me one [censored]ing time! Um I have a job I can't always answer my phone. A call back number would have been appreciated or better yet try calling again maybe? I'm furious. I'm now going to add another complaint to this, not that you'll do anything about it because you did nothing before. But the gm manager was telling people in that store that my work was [censored] and that they have better stylists than me. Like who the [censored] says that? I know this for a fact because I had people that I'm friends with go in and ask for me multiple times since I had left and that was her response to them? WOW you guys picked a real winner for management! CUDOS to you. You should be real proud of that one.. I'm pretty sure management isn't supposed to bash their employees on the internet aka social media either. Yet they've done it. But what can I say they are "management" they can do whatever they want right? You're lucky I have filled a lawsuit against you. I better hear something back this time.

4/21/18 1:39
cashier Veronica
store 1346

Did not greet me, busy talking to co- worker.
Did not ring up roller perfume that I had in my bag... did not go home with it. I had to go back to the store to get.
Did not ask if I wanted to use my points ... I had to ask for my points to be used.
She had to ask me twice for my phone number.
Asked if I wanted my receipt with me or in the bag ... I stated with me and she put it in the bag.
Did not say Thank You or come again or have a nice day.

The idea of having a wide range of beauty products in one store seems very enticing and attractive to the average consumer. I am in no way a frequent customer of ULTA but decided one day to give it another try, as previous visits left me feel overwhelmed. Anyway, I visited my store in Johnson City, TN mall. This was not only frustrating but disgusting to walk around this store. Just about every makeup isle has free test products for people to try. To me this is like walking around a complete cesspool of nasty germs and diseases, disgusting. I can only imagine how many fingers have touched the samples, gross! I can see testing a product but it really should be requested only! The store was such a mess and looked unattractive walking up and down the isles. The staff was less than helpful and God forbid if any would smile! Also, the vast majority of people working, when I visited, must have been barely out of high school. I'm nearing 50 soon and I never felt out of place and I'm sure not one of them could even begin to help me with my needs. I'm never going back to this place again. Such a disappointment! I would highly suggest changing your methods of free sample testing, just disgusting!

Went in to go shopping and the manager kept following my sister and myself around the store and even though we made Three purchases in total the night Because we decided to come back after the first two purchases to get the eyeshadow my sister was up in the air about and when we went in the store the second time there was another rude manager there different from the first one she came out of her way to say "Your back again what are you here for ." We didn't make a fuss just stating we need something else and we purchased the eyeshadow and another item and requested corporate number of which they said they don't have ironically yet I found corporate number online. I called the guest service number and made a complaint by which the representative said he was sending the request in so the "District Manager " can call us within 24-48 hours so we will see how this goes but very disappointed by the behavior I have shopped at the location with different managers and they were not bad but these two managers today was the worst and I am putting money in the stores pocket and there's very disappointed and felt very hurt by the service and behavior.

I am literally copying and pasting a portion of my email.. Minus my personal info...

I have had 3 accounts with ulta now due to fraud and people stealing my info.. I will keep reaching and posting this everywhere I can due to all the multiple issues I have had over the years...

I have spent thousands of dollars with ulta and this is the grief they have given me.

Email pasted below

I have talked to atleast 10 people in the past week about all the issues I have been having and keep getting different information. Basically my account has been compromised for the second time now. I do not know what else to do. The first time all my points were stolen in store.. Not sure how that was okay since my name is apple and she was supposed to show id for the high point amount according to your policy. Then my issue now is that my points were used as well as my credit card which was stolen online... My ulta credit card only able to be used ulta. Every agent has not helped me... About $2000 was used on my ulta cc and $1000 credit was increased by this fraud after multiple orders that didn't go through was tried then an order over $900 was successfully put through then the increase was approved then another order of over $900 was approved again. The first agent I spoke with didnt tell me about the 2nd order placed fraudulently on my account and told me... Well you get all your money back and you get the points for an order you didn't place so I mean its okay you get to keep all the points that were put through (which by the way should have been well over 3000 points with the amount of money they used on my cc and the extra points from bonus points). Are u kidding me
?! So now I have to worry about my identity and deal with my credit score and my account and was told today that I need to build up my account again before receiving my same status when I was with you all for 5 years and now it shows I was with you for a day bc someone stole my info. You all have the worst cust service. I am posting this everywhere I can so everyone knows what can happen to your personal info.

Now my account was closed I had to call ups and speak with special fraud agents to get the orders sent back to ulta bc ulta kept fulfilling both orders. So good job to me for making sure they got their product back..

I have gotten nothing in return for all the issues and days hours I have been dealing with this.. When I talked to yet another agent today who told me oh well its a new account and now you have to build your account again to a certain status to get all of your promotions and status back and you dont get the points from those orders.

Retrack to when the first agent said I would get those points from the girl who stole my cc and used all my money but my money would be returned and I keep the points

Ulta is the worst.. Has no safety guard for their customers information and doesnt give a crap about their customers... This is the short version of what I have dealt with... The most help I got was from the rep at ups that worked in the fraud dept

Ulta is getting their products back and could care less about what has happened to me multiple times...

Do not get their rewards accnt and esp their credit card bc they wont do anything to protect your identity.

I go to Ulta Beauty in Massillon Ohio. Every time I go there to get my eyebrows done they always tell me I can not make an appointment even when there not busy. When I go in I get dirty nasty looks from everyone working around the makeup tables as they talk to themselves never paying attention to me when I'm paying for their service. I should have learned my lesson from the last 3 times I went there the employees never listen to what I say I want done and instead do my eyebrows the way they would want them done. They make them uneven and it's not like you can't notice it and they him them down to nothing. This past time I went I told her I don't like thin eyebrows and yup she thinned them down to nothing. Blocky as [censor] at the top and thins down to nothing looking ghetto as hell. I called and complained many times and they offered a free service which no one wrote anything down in the book so they thought I was lying. This is the last time I go to that [censor] hole place. Rude [censor] employees who don't know what there doing

I came to the store at approximately 5:50 and asked if I could have my eyebrows waxed. The lady working had no one and was already cleaning everything up and denied the service because she was off at 6, but I was there at 5:50 and it is not a long process. I have always come to Ulta for everything from makeup to hair products to eyebrows so this was very disappointing.

I went to the salon at the ulta in exton pa. i have never been treated in such a disgusting manner. the employees would giving us weird stares and whispering. the lady from philosophy made such a disgraceful comment towards my friend who is disabled. she laughed and told a hair dresser " wow they just let white trash in here now" . I complained and cried as I was paying for my service. The manager April said she would send the complaint to the manager . I have not heard anything back, not even an apology. I called and asked for the name of the philosophy retail associate. They gave me the name Pati. I called and left a message for the store manager and have yet to hear anything. I will never step foot in Ulta. For ulta to support the discriminating comments and treatments of anyone let alone people with disabilities is disgraceful! This was in January of 18 an here i still haven't heard anything. I feel the need now to let others know so that no one else is subjected to such treatment.

On february 17, 2018 I went to the ulta store at viewmont mall in scranton/dickson city pennsylvania. I found what I was looking for and proceeded to the check out where there were two girls (together) in line before me. We stood there and another woman behind me with her daughter mentioned that we were waiting a while and said oh they only have one girl at the register. We thought that was odd since there were a number of workers and she said they are all in the back talking and huddling. We waited! The girl at the register needed help with the person she was checking out was calling someone on her headset to help her. At this point the line is now down the aisle. I asked a girl working if there was any other registers and she said no. I asked her if she saw that the line was down the aisle and if there was someone who can help - her answer "I guess I can". At that she storms behind the registers and the girl already at the register said thanks to her and she says I can't do anything until I clean this place up. While I am standing there at the register she starts taking slips and taping them to products - clearly letting me know she is not happy! I stood there 5 minutes waiting for her to check me out. I am totally frustrated at this point, not even mad as I understand how stores can get very busy but totally made for being treated like this by some 18 or 20 year old snot! I then told her okay i'm done with this you can put what I was buying back. Never says a word to me grabs it all and throws it behind her on the counter. She never said anything to try and take care of the situation. Didn't treat me like a customer nor did she show any respect for the company that she works for. She cost them a good customer. Won't be going back to that store. I have no idea if she was the manager, but if she was any angry, miserable person should apply for the job. Apparently this is what ulta hires at this store!

Last Friday I went to the DavieFlorida location, walked in and right in the front you advertise free IT brush with purchase of makeup. I thought this is great I was there to buy a new makeup brush. So I purchased 160.00 worth of IT makeup, foundation eye liner eye brow pencil and the facial cream, and facial wash all from IT. The cashier rang me up and placed my purchase in a bag. When I asked for the brush she replied we ran out and no rain check. Today is the last day for this. Handed me my bag and called for next in line. At first I was just disappointed, but he more I thought about this, the more I'm perturbed on how I was just brushed off. Like I was only there for the free brush. I can tell you with all the purchased I do there, I will not go back. I'll just order directly from IT and my cologne I will purchased from Macy's or somewhere else

Went into this store late December. Loved the selection. I adore Peter Thomas Roth products and I usually buy them at Sephora. I have very dry skin in the winter and wanted to try a sample trio from Peter Thomas Roth that was a 1 ounce cleanser, moisturizer and serum. The box was clearly labeled with a price tag of $24. The bar code had been slightly damaged and that was why it had a price tag. It was the only one on the shelf. I took it to the counter to purchase it and the clerk would not ring it up because she wasn't sure about the price. She asked a manager for help and they sent someone to the back to check their stock and see if they could find another with just the bar code. I don't know why they didn't trust their own price tag. I waited a long time and then I waited several me more. More customers were coming to check out. By this time, it was becoming embarrassing. My husband came looking for me and we waited some more. I told the clerk the price of that set was online and she could verify real quick. She asked her manager if she could ring it up for the $24 that was posted on the box and the manager said she could not sell anything without a bar code. Then why was it on the shelf? I told them to forget it and I left without my purchase. I looked this product up on Sephora and it was indeed $24! I will never set foot into this Ulta store again. The whole thing was an embarrassment and a waste of my time. I signed up for email alerts but I want to unregister. My email is:[protected]@yahoo.com. My name is Kathy Hawkins.