Ulta Beauty
reviews and complaints

Went to Ulta to get products that I just can't find anywhere else, it was like 5 min before the posted closing time and their doors were already locked! I'm sorry but that's not cool, it was just going to be a quick in and out trip. Thought that was pretty messed up. Why bother posting a closing time on the door if you are just going to close whenever you want anyway?

Terrible customer service.
My payments somehow show up late even though I send in plenty of time.
No grace period.
Exuberant late fees and finance fees.
A huge scam making money off of late fees and finances.
After this happened to me I started doing research and see that this is a common theme with Comenity Bank.
I wonder if Ulta knows how terrible they are.
They have taken all the joy and all the perks from this card!

I had an appt to get my hair cut and colored on Dec. 30th and received a call at 6pm on Dec. 29th that my appt had to be cancelled. I asked that the appt be rescheduled so they gave me appt for Jan. 1st at 3pm. I came to my appt and no one was there. The girl said that someone called me to cancel my appt again. I never received a call. They told they girl call out sick due to covid. They then gave me another appt for Jan. 2 at 4:15. It takes me 1/2 hour to drive Ulta. I was not happy I drove to Ulta for nothing. I went home and decided to cancel my appt because I do not think the Ulta in Exton, PA is managing appt when employees are going out sick and I do not want to chance getting covid. I cancelled all my appointments. I have been going to Ulta for 4 years and this was not good customer service. It really seemed to me Ulta could care less if they lost a client or if they gave me covid.

I always buy online due to medical reasons. I became a Diamond member in a few months with just a Ultamate rewards card. On December 29th (2 days ago) I did 2 orders, the first one was $56 because I was told that I needed $50 to become a Diamond member. Same day in the afternoon I made another order, because at 7:20pm I received an email stating that the free gift promo was only from 6-12 (midnight) as soon as I received the email I purchased $51 so I applied the gift ($40 value). My transaction went through. The next day in the afternoon (yesterday) and email stated that they don't have the free gift available. So I called customer service and told them why my transaction went through and why I wasn't informed about the out of stock free gift when I made the purchase. Because in that case I can decide to buy it or not. Because of that complaint I was blocked from buying online. The way I complaint was with respect. I also expressed to the customer service (Maria by chat) that I knew it was not her fault but I was very upset about how Ulta lied to people. I told her also that the promotion was for just 4 hours, and I was a loyal customer that the email I received with that particular promotion indicated that it was just for very loyalty customers. Even if the promotion indicated "while product last " it is my decision to proceed with the purchase even though it wasn't available. But not the way they did it. Now I was banned/blocked from online purchases. The customer service agent decided that because I complained (freedom of speech) I WAS NEVER DISRESPECTFUL... she has the power of blocking me. And she did. They told me a supervisor will contact me. And that they will give me $15 gift card. I told her NO. All I need is for you to talk with your managers and let them know that there are other ways to do business. But not like that. They have to give you the option of decide to continue with the order.
I am very sad that by expressing my feelings I was blocked from buying online. My daughter's are teenagers and love Ulta. And me there's no way I can go to the store. My immune system is low and after being a cancer survivor, there's no way.
My name is Abby Zeballos
My email [protected]@yahoo.com
My phone [protected]
And please check my purchase history, I always buy online and never return anything.

After an online order, I was harassed with 3 to 4 emails a day. The site would not allow me to unsubscribe, a phone call assured me it would be taken care of and several more emails also said it would be resolved. This is customer service and follow up at its worst. I will never shop there again. A request to stop the emails shouldn't be that difficult.

I telephoned the Ulta store in Foley Al to determine whether they had Chanel 5 perfume and was told they had one bottle. I requested the quantity and price and stated I would drive the 20 miles to the store. Following through I arrived and the salesperson stated they did not sell the product but to drive 30 miles further and they would have it. I was told the earlier information was inaccurate.

On the way home, still incensed by the brush off, I called the Foley store and requested to speak to the store manager. Nicole identified herself and after my prompt she stated she was a store manager. We all know what that means. She told me that they carry Chanel but the last bottle was sold within the hour. There was no apology but she related I could have reserved it earlier that day. No one told me that and it should have been very obvious that Home Depot and not Ulta was my preferred shopping forum.
I attempted to CHAT but their system is equally customer service challenged.
Never again Ulta

John McCabe

I was going to just not say anything and just let it go.
My daughter is 11 years old and absolutely loves ulta, you could actually say a bit obsessed. Well she has saved and saved her money to buy some things. Now her choices were made because on certain things they were also offering a free gift. So on three of the things she ordered she was supposed to get a free gift with each of them. She received zero free gifts. She was very upset, because as I mentioned she has saved a while to make a purchase. I just feel like when you are offering something please stand by that.

I shopped at the Bee Caves Texas 78738 store on Dec 6, 2021. The person who rung up my order asked for my phone number.

I told her "I don't give out my phone number."
She said "Well you can't return anything without a phone number on file."

She said, "Do you know someone who has an account you can use?"

I said I shook my head and said "No. You're still not getting my phone number. I'll shop at Sephora then."

This is a ridiculous policy and I will never shop at Ulta again. If they want to lose customers because I will not give them my personal information then so be it.

Complaints:
Thank you for taking the time to review this customer concern of mine. I went into the Ulta store in Mesa AZ on Baseline and Cooper. I went the week after Thanksgiving and when I made my purchase the Ulta service member told me that they were out of gifts bec of Black Friday but to call later once they got some more. I ended up spending $182.xx, I called a few days later and the manager said that I did not qualify for a gift. I tried to tell her what the Ulta service member told me when I made my purchase but she did not seem to care. I felt very mislead and not valued so I returned my purchase. It was not about the gift itself, it was about being mislead and then the way the manager treated the situation almost like I was not valued anymore because I had already made my purchase. My email address is [protected]@yahoo.com

Stop harassing customers about this rewards program. First I am asked for my number, I say I don't have one. Then I'm told they will sign me up, I say no thank you. I am asked again, I reply no again. Then I am treated like I am not a good customer. This has happened every time I go into the store. Stop making people feel obligated to a program they don't want.

I requested a refund from Ulta for a terrible haircut I was given at the Gastonia, NC store. They agreed to the refund but said that I had to come into that specific store in order to get the refund. I do not live in Gastonia. I was in town visiting friends. Why can't I go to an Ulta store where I live to get the refund? I live 600 miles from the Gastonia store!

I ordered over 200$ worth of merchandise and only received 16$ worth ! When I contacted Ulta all they wanted to do was refund me . I then had my daughter help me contact them to see if there was anything they could do to get my product to me . I'm elderly and on a fixed income, I was buying the Black Friday sales for my granddaughters Christmas . Now I can't afford to buy all I need because they are not on sale anymore . They told my daughter since I had refund they couldn't do anything ! I'm left with no gifts for my granddaughters and a $20 gift card . 20$ won't buy 1 eye shadow pallet from Ulta. My daughter spoke with 3 different supervisors and was made a promise to be called back the same day because they were busy . She never received a call back and had to call them back the next day ! Something needs to be done! I just need my product for Christmas .

I went into the Blaine, MN Ulta Store today. I assume there will be qualified staff there to answer my questions at Ulta, as they always have in the past.

There was no one around to answer questions when I came in today. I finally found someone and asked a question about finding red lipstick with blue undertones. This woman looked at me like I had asked her where the steak is at Mcdonald's. She asked another woman who didn't know.

I was told that no esthetician was working today and they weren't trained on lipstick undertones. One of the women looked lipsticks up online and gave me something to try.

I was disappointed because I expect Ulta to have beauty reps who know their stuff. I know everyone is short on staff but it's still disappointing.

To whom it may concern,
My name is Jamiah Tillis and I am placing a formal complaint due to the lack of goodwill as I am a loyal Ulta customer. My twin sister Jakiah Tillis is also a very loyal customer and we purchase majority of items together. Combined, we spend thousands of dollars with Ulta and plan to become diamond members soon as we are only $82 away.
On 10/22/21, I placed an online order (K192364066) which totaled out to be $190.74. Almost immediately after I submitted the order I realized the address it was being deliver to was incorrect as I have recently moved to a whole new state (Ogden, Utah). I understand the quick process of getting items packaged and shipped out for on time delivery however, when I emailed customer service regarding this issue I was told that you guys couldn't do ANYTHNG. Not only have I emailed customer service but I called corporate office and left a voicemail for a call back which never happened.
This was not a good experience for me or my sister we absolutely LOVE shopping at Ulta. If this was a low-cost order I would let it go but this was an order for almost $200. I would really want to continue shopping with Ulta but would greatly appreciate any form of good faith. If there is anything that can be done to correct the issue please respond by email at [protected]@gmail.com or by phone 801.916.7581.

I wanted to redeem my points. Unfortunately I was unable verify my email address. I had ny account number, my address and phone number could all be validated. After days of speaking to rude people and being hung up on twice. The last person was decent but couldn't/wouldn't help me. I have been a very loyal customer getting my hair done ever6-8 weeks for years. This is the thanks I get. I filed a complaint witj the BBB. IT'S NOT THE $53 IT'S THE PRINCIPAL THAT ULTA STEALS PEOPLES POINTS. All I want is what is mine

I was offered a credit card in mid October during my recent shopping at Ulta. My purchase was added to the credit card account, with card arriving after 3 weeks. I did not receive the statement, so I attempted to create an account. However, I was unable to set up the account as it requires an account number to set up the account, which is on my statement I never received.
I went to Ulta on 11/21, who also was unable to provide me with the account number or take my credit card payment.
On 11/21, I called the number [protected], on the back of the card to pay over the phone, and no one picked up.
On 11/22, I called the above customer service number, which went straight to collections. I explained that I need to make the payment, and process a credit for any late fee as I did not receive the statement, nor I was able to access the account online. During making the payment, I was told that I will need to call the customer service to get finance charges removed, although that is the number I called, NOT Collections Department.
I spent over an hour trying to resolve a problem due to lack of customer support. As of now, I don't have an account number, cannot create a login using the credit card number, do not have a statement, and not sure if any of these charges have been removed or will impact my credit score.
I have been an Ulta customer for over 15 years now; this experience not only requires me to cancel the Ulta credit card, but stop shopping at Ulta altogether unless I hear back from the management.
Outcome I expect:
Refund any late fees and financing charges. Response from the management, store discounts to compensate for 1 hour of my time and frustrating experience.

Good afternnon, i am filing a complaint thru this method because i am very upset about the lack of customer service skills in your online ordering. I am a faithful client to this brand and was making my holiday shopping. I wanted to take advantage off an online gift if i prdered a certain amount online only for this order( variety hello bholidays- free 23 piece with the puirchase of 70.00 or more) i qualified but couldn't add it. I called you customer service line 5 minutes after i paid for this order and they said they couldnt add this, the on ly thing i could do is cancel and buy again then add the free gift b ut i had to wait 24 hours before they cancel. I called twice the next day because i saw on my cart that the order was already processing and both reps that i soke with told me that the cancellation was in process. So by day 3 of waiting, i checked and by then i didnt qualify to get my free gift onine. I called because the order waws shipped, by then i had placed a second order # k194541637. This order i did get my free bag. The lady i spoke with said, there is nothing she could do, maybe just give me a $15.00 dls coupon. I told her all i wanted was my free gift that i qualified for as a loyal client to ulta and she said she couldnt do that. The $15.00 dls coupon i got was sent to my ulta account but its asking to spend $75.00 to qualify. I spent $174.93 in one day, why would i spend more if i don't event get what im supposed to?.I feel very disrespected as a client to you since if ykou see my history i have been very loyal and i don't understand why i have reward offers that i can't get and i hope you can respond to this email or call me([protected]. Thank you. Nancy gonzalez

I simply needed help with an online order but instead of getting any assistance, I got multiple emails from various people with the same copy and paste answer. I literally got the same email 6 times with the same exact wording by 6 different people although I would ask a different question in response. Perhaps their ticketing system is automated but then why tell customers if they have any additional questions to please reach out. You wont help them

I had book an appointment to get hair correction and to add an ash brown to my hair and the hairstylist suggested highlights to get rid of the hair box dye and to add the ash tone to my hair obviously since I have not much experience with salons I trusted her and mind you I was at the appointment 5 hours. Once the appoint was done my hair was brassy so dry and they didn't offered any condition treatment now my hair came out worse then what I came in before. My hair is now blonde and I demand a refund also they were going to charge me to get it retouch and fix.

I visited the Ulta Store located at 15855 Pines Blvd Unit 104, Pembroke Pines Pembroke Pines, Florida on October 10, 2021. I had only visited this location one time prior and felt confident that the product I needed would be available. I walked in and asked a sales person for assistance. She immediately called over a second person and I explained that my hair had suffered heat damage. I wanted to purchase a product that "could help revert my hair back to its original curl" Although I could not remember the name of the product, I knew it was a glycerin-based conditioner. The sales lady laughed, mocked my statement and dialect then pushed me off on the only person of color working in the store... a stylist who stated that my hair was damaged and my only options were to cut it off or braid it up. I eventually located the $70 bottle of Matrix Total Results on my own and headed to the register to pay. Upon reaching the register, and still in disbelief about my treatment by the sales clerk, I decided that I would NOT support Ulta with my purchase. The sales staff at this store need immediate diversity training as well as a more diverse sales. I went home and found the conditioner on Amazon for $15 and it is slowly restoring the curl pattern of my hair. I don't plan on ever shopping at Ulta again.