Ulta Beauty
reviews and complaints

I can not create/sign in to my customer account because Ulta Beauty says my email is wrong. I believe I know what my email is because I use it everyday.
I also needed my member id number in which I sent you my email to get it, and you sent me an email giving me my member ID, so why can't I still sign in?

Same as previous complaints from other customers. Placed order over $200.00 and was charged for it. Was told order shipped via UPS on the 13th, I called UPS and the package had never been given to UPS and is still sitting in the ULTA warehouse. ULTA is unapologetic and rude taking no responsibility for their error and continue to be patronizing towards me, while keeping my money. Clearly my order and others are not going to arrive by Christmas. Does ULTA care? Of course not. They just want our money and will lie in any way possible to keep it. Disgusting.

I placed an order through Ulta and received email confirmation that it shipped on December 4. (Delivery in 3-10 business days.) I had the tracking, but for the entire following week, the tracking was never activated. When I asked Ulta if there were any issues or delays, I was told that my order was shipped and any issues should be directed to the designated shipper. I verified the tracking with them and advised them that the shipper never received my package even though Ulta stated it was shipped via email as well as under my order status. Once I inquired further, I was then advised that my order was actually still in the warehouse. Now that it is 10 business days later, they flat out refuse to refund me stating that the package is still shipped. During the entire exchange that took place via email for over a week, they never actually helped at all. Instead dodged my questions and replied with automatic reply. All of the different customer service representatives did the bare minimum at best and continued to give conflicting statements. Instead of correcting the mistake when they realized it was made, they chose to patronize me and they conducted themselves in a very unprofessional manner.

I ordered an ultra beauty gift card on 12/11 and still have not received it! I just called them for the status of my order and was on hold for 20 minutes and their recording said there was a wait of 53 minutes, then 49 minutes, then back to 53 minutes! I emailed and no one contacted me. I did the live chat and after 10 minutes they said they couldn't help me. I called another number and they couldn't track my order either! I asked to speak to a supervisor and was told they weren't available. So, the point of my rant is to give you a heads up before you even consider doing business with them.

I placed several orders starting Nov 30 and all email says SHIPPED. These all were presents to my granddaughters that live in Oklahoma, Georgia and South Carolina. Ulta is not the only one busy... I am too and I am trying to keep track of orders and email. All orders read shipped so I never worried. I got an email today from Ulta saying today was the last day to order to get delivered by Christmas. I am not sure WHAT CHRISTMAS THEY ARE TALKING ABOUT. I started looking for emails that say the order has been delivered just like KOHLS. WALMART and AMAZON do. The 1st one if found say CARRIER HAS NOT PICK UP YET. I tried to us CHAT but the Chat did not work. I put the order number in 5 times. They told be to have a beautiful day (or something like that). After 3 attempts on the phone (hang up after waiting for 20 minutes, next phone was fading in and out and last one was ok) I hear that it is a Holiday Season so everything is backed up. I just had to say 3 times that I was under the impression that everyone knew this time of year it would be busy. For 72 years I have watched it with my own eyes. Yep, it is Dec..Yep everyone is busy. My Kohls orders, Walmart orders and Amazon orders have all been delivered or at least I have some idea when they will be delivered. UTLA ORDERS SAY WAITING FOR CARRIER PICKUP. I know this has been a tough year but if businesses are just honest and let people know what is going on, life is less stressful. It seems that this day and age truth is not a virtue. I have been assured that the orders will be delivered before Christmas 'cause what else is a customer service person going to say. I also was told then the orders might arrive AFTER CHRISTMAS. I just think that takes all the fun of Christmas shopping. I don't know if Krazy Coupon Lady knows this or if 2HIP2Save does either. My only hope would be SANTA and he also is busy.

Floor employee acted racist by targeting me. She asked employee at register, what's that white woman holding, is she still holding the product and something else? Literally out of nowhere. Happy valley, Phoenix az. I literally spend $100s there each month, but won't be going back, especially with Sephora across the street.

I placed an order on or about August 29th. The website indicated the items were delivered on or about 9/4/20, to my doorstep, but they weren't there. The next day, in the afternoon, I saw a package on my front step. I picked up the bag and all of my items fell out and I looked at my package and it was ripped open. I looked at my items and they looked like they were tampered with.

I contacted customer service on 9/5/20, and they were useless and rude. I spoke with 2 customer service reps and was hung up on. I was connected to the supervisor on duty, Anastasia, who was rude, talked over me and after waiting for over 45 minutes, I realized that Anastasia must have trained all of these representatives because she was probably the worst person I could speak with. I called back, and spoke with Danny, who hung up on me and was extremely DISRESPECTFUL. My second go-around with the customer service line, I was on hold for 45 minutes.

My reason for contacting customer service was to get my products re-shipped and expedited out since the blame solely lies with Ulta. They refused, because according to them, "they don't expedite shipping." So then I wanted some type of compensation for waiting, now 3 weeks for items I purchased originally. I was told by each supervisor that they don't do that.
On 9/8, I received a phone call from the Personnel Supervisor, Lisa, who again is USELESS. Didn't resolve a thing, saying she couldn't because once items are shipped out, "the responsibility is no longer with Ulta but with the purchaser."

This is a flat-out lie. I am lawyer and Ulta is engaging in Federal transactions by shipping items across state lines. As such the FTC and UCC all apply to all transactions. In accordance with the Uniform Commercial Code "UCC, " a seller retains the risk of loss until the items reach their destination and are duly tendered to the buyer. So Lisa is a liar.

Ulta should make this right, since I have not only been lied to, but hung up on and disrespected by almost every single supervisor and customer service rep and having to advise them of the law, which I charge $250/hour for. Not to mention the fact I'm waiting an additional 8 days to correct a problem created by Ulta. Ulta is the entity that picked out the shipping provider ("LSO") not me. Due to Ulta's preferred shipping provider ("LSO"), my item was received ripped open and my items fell out and I can only assume were tampered with. All of this is NOT MY FAULT. However, Ulta representatives have FAILED TO MAKE ME WHOLE with the limited options given to me and the poor treatment I have received from the people at Ulta that are supposed to deal with these issues.

At this point, it would take a significant gesture from Ulta to keep me as a customer. At this point I'm recommending everyone shop at Macy's, Sephora, Neiman Marcus, Nordstrom's, etc. The prices at reputable stores are higher, but they provide QUALITY CUSTOMER SERVICE and they will, and have, made things right if there is a problem encountered with an order. I can't believe how hard it is to get Ulta to do what is right. This is ridiculous!

So I get all their emails. I go to order something on line (only available on line) with added bonus points. I can't find a password so I click on forgotten passwords. I then get an automated email back saying I can't reset my password because I don't have an account. No account but you manage somehow to send me daily emails? My pet peeve. They don't know you when you try to give them your money..

Refund and returns I returned my products that I bought to the store had the receipt wasn't over the time that I can return it and they did not give me my money back they gave me a gift card that I can't even use online I have to use only in the store when I try to use it online it says zero amount this card is useless if I can't use it online so I do not shop in the stores because of the coronavirus this is ridiculous it's not store policy not to give you your money back it wasn't over the days that I can take it in so I would like to know what I could do about thisIf I was you I wouldn't even bother shopping there did you not get your money back and you get a useless gift card that you can't even use online don't waste your time there