Ulta Beauty

Sunday March 5 2023

Kailua, Hawaii location

First time visit with the intent to purchase some facial products and a lip stick.

A wonderful associate helped me select a total of 5 products.

Total purchase was $190.

I immediately opened my lip stick in the store as I waited for 4 family members to finish their browsing.

I realized my lip stick was stuck to the cap. I quickly went back to the shelf to get another one while an associate assisted me.

Upon going back to the front desk they insisted that I stand back in line (about 7 customers deep).

Per your return policy they needed to scan the damaged and for the new.

Rather just jotting my info down and taking care of this later (no exchange of money) they made it very difficult for me.

I instead returned all 5 products leaving really irritated and never to return again.

In August 2022 at Waterford Texas salon I did my hair it was glossed I was very happy gloss stays for 2 months, I decided to do my hair again on December 7th 2022 I have been scheduled appointment over the phone same day on the 7th I received phone call salon manager called me and said I need to reschedule my appointment for different time I didn't have other options I was waiting for this appointment, next day on the 8th my Birthday, I noticed from the beginning when I arrived to salon manager looked unfriendly to me my hair done quick after the service girl who did my hair she gave me receipt I looked amount docent match what I was expecting it was $77 instead $57 I asked at the register to speak to store manager she came up to me very rude unfriendly Disrespectful start saying to me in a rude way you need to pay full amount she was not cared, I knew Salon manager and store manager did against me that day to overcharge I paid at the register full amount I asked cashier my birthday tomorrow I supposed to be received some samples she refused to gave me she told me in rude way you need to show me your email I will not give it to you this is ridiculous I don't want to come back to this location anymore, 3 days later after washing my hair I noticed my gloss all faded I used color protected shampoo and conditioner I have picture to prove, it supposed to be last 4 to 6 weeks I did dark chocolate close to black color, I called salon spoke with salon manager she was rude over the phone saying to me if you come you have to do regular color not gloss and you need to pay full amount I said no I have allergy on regular color she was not cared she starts saying to me, I will put bad notes on your account our conversation was ended. I am asking to get full refund I paid second time to professional salon to redo my hair in February because I was waiting almost 3 months I called I send emails to guest services my complaint no response, Yesterday I receive voice-mail from Weatherford TX salon manager her name is Kelly she refused to redo my hair and return my money back for horrible experience please resolve my issue I have been contacted many times guest services. Thank you!

First off, this is the first time I write a complaint about a credit card company in my 20+ years of having credit cards. I have excellent credit and I’m well aware of how credit works (even though a supervisor tried to school me on this).

I took advantage of the online offer for an Ulta credit card December 4, 2022. My purchase was added to the credit card account, but did not receive my statement. I knew that a payment was supposed to come up so I managed to create an online account with my credit card info. I never received a statement.

I was finally able to gain access and pay my account the beginning of January 2023. I paid the account in full. Since it showed zero balance, I left it at that.

I received a call from the collections Dept this morning Feb 26 2023, informing me that I owed two months of late fees. I informed the rep that I had paid my account in full. She said no, that I owed two months of late fees. She was very courteous and offered to deduct an extra $10. I don’t know what the amount now stood at, but I didn’t think it was fair that I had to pay. I requested to speak to a supervisor.

BIG MISTAKE. The supervisor, Ashley, was very rude and condescending. She told me straight out that she didn’t understand why I didn’t want to pay if I had submitted my payment late. I tried to explain, but Ashley laughed at me and told me I had to pay. I have great credit and I honestly didn’t understand why she was taking my request personal. I told her I would pay but to please close my account. I prefer not to do business with businesses with shady practices.

I paid thirty something dollars and I asked for a contact number and her information because I was going to call regarding her behavior towards me. I never yelled or insulted, but Ashley ended up hanging up on me after she gave me the info.

I called the customer service number right after we hung up and was routed back to the collections Dept and spoke to Mrs Briggs. She seemed annoyed, but I still proceeded to inform her of my situation and conversation with Ashley. I asked to please check to see if my card was closed and what the status was since Ashley just hung up. She confirmed that it was closed, but that I still had a balance of $60+! In other words, Ashley did not honor the waived fee agreement. So had I not called, I would have been hit with late fees AGAIN.

I just think this is a very sad situation. I have many other credit cards, and I have never received service such as this. No statements sent, late fees, rude supervisor. Wow. No thank you ULTA. I will take my business elsewhere.

I have been trying to receive a refund for product not received since November and issue is still not resolved. When calling the customer service number you continuously get disconnected. I have responded to guest service email numerous time and receive no response. I am now receiving collection calls from the cc company, They have the worst customer service.

I do not recommend using this company.

The sales rep for Ultra was just as sweet and polite as the management would ever want in an employee but, I don't think she has been trained well.

She doesn't know enough about her products to make a customer feel comfortable in their purchases. It's not her fault.

I ask for certain things and she didn't know enough to help me. I ended up helping her. I don't want to give you the time and the date I as there because I don't want to get anyone in trouble.

Ulta needs to train their associates.

Hello,

I went into an Ulta store yesterday (02/04/23) and I was told that I had to active accounts. I was told by the store representative who was helping me to call the customer service phone number because they would be able to merge my accounts together. This morning when I called the customer service phone number, the customer service representative told me that I had to go back to the store and have a store rep merge my accounts together. I explained to the customer service rep again that I did go into the store and the store rep directed me to call the customer service phone number. The customer service rep explained that they used to be able to merge accounts, but they don't anymore. I asked the customer service rep what happens if the store rep directs me to call the customer service phone number, yet again? The customer service rep said that I shouldn't leave the store and I should call the customer service phone number so that way I can have someone talk to the store rep or manager. I am very upset that I am getting "ping ponged" around and having to go out of my way to get this resolved. I still haven't been able to get my accounts merged. This is such bad customer service, I swear! This company is making it very obvious that they don't want to be helpful to their customers and it's easier for each representative to just pass the customer to someone else instead of trying to help them. Very frustrating! I keep taking time out of my day to call customer service, email a complaint and then I STILL have to go into the store to speak to the manager while having to call the customer service phone number so someone can speak to the manager to explain the process of merging my accounts together.

I opened a credit card account with Ulta Beauty in November 2021 since them I have been experiencing following issues:

1.Entering wrong mailing address: I never received card to my address & made several calls to customer care between Jan to Aril 2022 time period(It appears they entered wrong mailing address in their system).

2. Late fee: I did $59 shopping in 06 May 2022 while my trip to India, because of not having app I never know my billing cycles so late fees were added to my account which made my outstanding bill from 59 to $146. However all my late fee was waived off and paid in full my balance in 25 Jul 2022.

3. Inaccurate Bills: However, I kept receiving bills from Ulta, at the time I was not even in USA country I was in India for period of 6 months. I returned to the USA on 28 October 2022. During my stay in India I clearly explained I already paid off my bill, I have no app to track as I never received any card. They apologized for the wrong billing, and I requested to close my account with Ulta.

4. Account Closure: In the month of September & account I requested to close my account, yet it was never closed and so did my late fee bills. I made several calls to close my account & why I have been keep getting collection calls. No representative from Ulta, Ulta rewards & collection dept made any effort to investigate my situation. Some representatives just transferred my calls between departments and some just cut my call with no courtesy. On nov 3rd 2022 I made sure they closed my account.

Downfall to my credit History: My credit score started to fall off. My credit score was damaged, I have been declined my good offers because of poor score, I have serious delinquencies on my account which is not fair for me as a customer. I have two high schools’ daughters one is ready for college and having a good credit score was very important to me. Still bills never stopped coming.

Investigation: Today, 04 Feb 2023 Finally I decided to make a consumer complaint to file on Ulta, called to Ulta customer care the lady said I made shopping in dec 2022 for amount 56.50 cents, where I made sure my credit card was closed in the month of Nov 3rd 2022. I am so frustrated because I remember I have give my Americard Express card to pay the bill in Ulta and I see the charge in my statement as evidence so how the hell did they put that bill to my ulta card. I requested to transfer my call to supervisor after transferring couple calls finally represtative Allison helped me to drill the investigation and found exactly why I have been getting bills that’s because of Interest generated on my bill which is not all my mistake.

Filing a Compliant:

There is no explanation fro the trauma I went through with collection department calls, series of billing notices to my mailing address. I would like to file complaint against Ulta for never taking time on loyal customers to me despite of this harassment I never stopped purchasing products from Ulta me and my daughters. There is no apology, no explanation to what happened to me. I am gonna take it so personally for damaging my reputation

I am a long time customer of Ulta Beauty. Love the salon. Great workers and service. My complaint is the the salon needs a makeover Cabinets look terribly worn. Drawers won’t shut. Peeling paint I think things need to be updated. Makes customers happier and wanting to come back. Today on jannuary 27 2023 I almost fell because of a drawer that has been broken for months. There has been several attempts to fix by maintenance but it is too far gone. Needs new drawer. At my last visit a mirror was falling and almost hit a lady in the head. This is not the employees fault. Things need immediate attention and renovations

Vendor : Sugarbear/ Besweet

Rep from ULTA: Nency Zamudio [protected])

[protected]@ulta.com

Our company has tried varios of times to get a hold of the Rep and she has been unresponsive. Called headquaters and nothing was done.

We have tired email, office phone and cell number and nothing.

We need to discuss something about the account . And she has been very

unresponsive.

Please if we can get a call to our office for someone to help us with some questions.

I had placed an order (K236048505) before Christmas this order was shipped in two different shipments. I was out of town when these shipments came in doing snow removal, my son’s Christmas presents were stolen when I was out of town along with this order I have been reaching out to Ulta customer service for help and have been told I am a liar and that I would hear something in 24-48 hours. I have yet to hear back I was told I’d get a refund and then was told they would not be refunding me as I was lying. I’ve reached out for help with this multiple times and have yet to be helped and I refuse to pay on products I did not receive. I spend a lot of mo why at Ulta and recently decided to open a credit card unfortunately I have been treated like a nobody and will probably just start taking my business to Sephora because this has been a nightmare!

My daughter and I went to Ulta so 9she could use her gift cards from Christmas and the cashier told me that if I applied for a credit card my daughter would receive $17 off her purchase. I was approved but then charged at that moment for my daughter's makeup. This was not at all what the cashier said. She saw that my daughter had gift cards. I was charged $75 on this new line of credit and I did not want that! I then asked the cashier to cancel this transaction so my daughter could use her gift cards and she said it was too late. I feel like I was tricked and she wasn't helpful at all in resolving anything. I don't want a credit card with Ulta and I'll be calling to cancel and settle up and please accept these gift cards of my daughter's to do so.

I have been using this card for years and at first thought it was great. Recently I realized that sometimes my returns are being forced onto an Ulta merchandise card instead of going back on my Ulta credit card. The store associates state they don't know why, and they never warn me first. I was wondering why my credit statement continues to be high and feel that it may be happening so that if you do return often (for example when trying to find different shades of makeup/concealers), they want to make sure the money goes back into their stores, not back onto your card. I cut up my card today and won't be using it anymore.

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.