About Ulta Beauty
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I had a hair appointment on Friday July 22 2022 and I told the lady I wanted a wolf cut. I always get this haircut and where I wanted my bangs to be put at. She cut my bangs in a straight line and didn't part them out or thin them. My mom had to come over to tell the lady and when my mom told her I wanted a wolf cut she didn't even know what that was. It's a trending hairstyle. Another salon worker had to come over and explain to her what a wolf cut was. She tried to fix it but it didn't work and she cut my bangs too short and messed them up. I have to wait until Monday now to get it fixed. I find it ridiculous you mess up your customer's hair or not even know how to cut bangs. You're trained. I may sound like a Karen but I am pissed and she made my hair straight and cut my hair short when I wanted a trim and the cut is just a straight line at the bottom of my hair. If I could give this place zero stars I would.
No customer service at Ulta's charge account bank. I waited because I was told it was a 5 minute wait. TWENTY SEVEN MINUTES later, after the repetitive please hold, they hung up on me! I took a fraction of that time to be approved for the card. Use a different card to make purchases at Ulta. Every other account I have offers better customer services. How can they not? They all answer their calls.
Their website is totally broken and slow and they could care less and do absolutely nothing. It took me three hours to buy four items. NEVER buy from Ulta. Go to Walmart and buy their best brand. 3 minutes and you will save money. Ulta will be gone in a few years. They could care less about customers. Their website is so slow it reminded me of the modem days. Bing bong. Shhh.
Went in to look at different brands of make up Dominque stepped in help me choose a brand called Clinique she did a color match for me and I left out the store feeling amazing with this perfect match she did. Thank you!
I placed an online order for same day in store pickup. The system kept bumping me out saying my session timed out yet I had been continually completing the requested info. Order finally went through and when I received the email confirmation 5 minutes later it noted that my order was being shipped to my home. I immediately called customer service to have it rectified and was disconnected from their phone system 3 times after starting my conversation with an agent and being placed on hold. Finally after explaining the situation they advised that they couldn’t correct my order for store pickup nor could they even cancel order less than 1/2 hour after originally processed. I asked to speak to manager and she was also less than helpful and full of empty platitudes. Asked to speak with manager and told the supervisor was highest ranking support agent available and there was nothing they could do to help.
Now I have over a $100 of supplies being delivered in 8-10 days and had to go to Dillards and purchase the same items so I had them that day which is what I wanted in the first place. I have shopped with Ulta for many years and never felt this frustrated and undervalued especially for mistakes in processing made by Ulta. I will be hard pressed to shop with Ulta again. This was a very simple issue to rectify and didn’t need to end with an escalating sense of frustration and me having to spend an extra $100 to receive what I set out to purchase on a system that should have aided in my convenience. SO DISAPPOINTING!!!!
I had my hair hi lighted, cut, style by Theresa at Ulta in Allentown, Pa. She was supposed to be a senior stylist. She did not apply the blonde color hi lights I wanted. Did not do a patch test of the product she was putting on my hair. She asked me if she could cut my hair with a razor. I never had a razor cut before but she’s supposed to be a senior stylist so I let it up to her. She also suggested thinning my hair out some because it was thick. Well after I washed my hair and every time I brushed or combed my hair, handfuls of hair was falling out. I went back to Ulta 5 different times to speak with Theresa and she was never there. The other operators or store personnel just gave me the run around. One even told me she didn’t work there anymore but her operating license was still hanging at her work station.
I contacted Ulta Corporate office 6 weeks ago asking for a refund for this service and NO ONE HAS GOTTEN BACK TO ME. I had to go to another hair specialist who gave me a shorter hair cut to help better and even growth to see if my volume and thickness will come back. She says it will in about 1 year. So I'm washing my hair and using conditioner to add volume and thickness for the first time in my life. Theresa and Ulta have literally ruined my hair.
So don't ever ever ever buy gift cards from them. They take your money and then never actually put it on the card. Filing a complaint with my credit card company to get my money back. After 7 calls, 20 emails no resolution at all. What a joke. Don't offer gift cards unless you want to continue to steal from people, literally STEAL. Others have had the same experience.
Switching to Sephora! Placed an order the other day during the skincare specials. The items are 50% off. Today I went to my app to see if items shipped and the order wasn't there. Called customer service and was on with them for 40 minutes while they tried to find it. Was told there could've been a computer glitch. Asked to speak to supervisor and was told by Jessica (the supervisor) that they can't honor my order and I would have to pay full price! All she kept saying was "I'm sorry. There's nothing we can do." I've been a diamond member and have been for over 5 years. I buy a lot of products from Ulta! I have never asked them to honor a price adjustment esp for an item did purchase during the special! Being a loyalty customer for all these years I would expect them to have given me the benefit of the doubt and honor the sale price of the order I placed that somehow now can't be found! Ulta just lost a loyal customer.
Customer service is awful! I will never, ever buy products from this company again! Refused to refund or reship an item shipped to wrong address because they said it was successfully delivered and not returned! It was less than $30! So, I am out the money and products. Shame on them! I am sure they can afford to ship my products but guess they would rather lose business instead.
I'll keep this extremely short and to the point. I purchased x4 100 gift cards for my wife so that she was able to buy a Dyson Hair dryer. They are sold out in the store and the online app does not allow more than one gift card to be used. After sitting in the store for another hour they informed me that ordering even at the store would only allow 1 gift card to be used. Question. Why do you sell gift cars at all, your software limitations should not be getting in the way of customer service. In 2021 I find it hard to believe that you couldn't find a way to figure this out. We now have $400 worth of useless gift cards as this was the exact reason they were used as a gift in the first place.
The worst customer service I have ever had to deal with! It’s like dealing with a robot. They just keep repeating themselves and do not solve the problem. Their attitude and the way they speak to you are nasty! And if you email them, it’s the same response, generic, in every email sent. I Will never order from this company again.
This is the second year I bought a fragrance to get the Robe or blanket they advertise and they never have them. The worst thing is when I went to the store in El Paso, TX (Sunland Park) and asked to get the gift, the cashier and the manager were rude and they said, "We can just give you one of those little samples", I think it was oil or something. Not happy at all because is not the first time and plus instead of trying to be nice, it looked to me like "here you go, get out of our faces". This happened on the evening of 12/10/2021.
Received the merchandise in Florida that belong in a home in New Jersey. The customer service is terrible, they only can't tell me that I received my materials because the track says so. Name on the box mine, name of the items inside someone else. Clueless customer service reps, can assist you. Terrible service. Who works without a supervisor this days. After waiting for 20 minutes on line for a Manager they return with the lie that they don't have one. Appalling service. My mistake that I did not reviewed the hundred negative review Ulta Beauty has before ordering online.
I ordered several items one of them being the Dyson airwrap upon opening the package everything was there but that. I thought maybe it was in another package but that wasn’t the case. Checked my cameras and nothing was taken. Called Ulta 4 separate times and 3 of them being put on hold just to be hung up on after being told it was in fact delivered. Incredibly frustrating that they can’t take responsibility after finally getting in touch with a supervisor the only thing she could offer was a refund. How do you just not ship an item while charging over $600? Unacceptable business ethics.
I placed two separate orders to the same address for my nieces in CA so that they can open their own box. This isn't the case. Ulta canceled one of the orders without letting me know even though I received confirmation email. I thought is this out of stock? No, it's still available but now without the Black Friday deal. So, since it's not my fault and I never received the cancellation email from Ulta, if they can charge again and just send the pkg with the deal. They said no. But they'll give me $15 gift card. I'm like, "What?" There's a reason why I order two separate gifts for my nieces. Anyway, I googled if there are any similar cases like mine, and they seem to be notorious about this.
I would've just ordered it from Bloomingdale's or Nordstrom. But again, deals are now gone. It's not like I'm asking for free stuff. I'm gonna pay for this shipping and just give me the same deal that you canceled. This just makes me mad that I have to shop for something else since I don't want to purchase with this company ever again.
I strongly advise reading reviews for Ulta before entering their store for anything! They pride themselves on customers being their top priority, but when you are due a refund they refuse to issue or make exceptions due to the circumstances. Two weeks of emails and they refuse to remedy my situation.
I placed an order on 11/23 that has been stuck in “waiting for carrier pick up” for a week. The rep told me they won’t do anything about replacing or refunding my order for another week, there is nothing else they can do for me. I was denied an opportunity to speak with a supervisor - his answer was actually “No”. I called back and asked for a supervisor and they said one will call me - none are on duty (a lie). I work in customer service and wouldn’t dream of treating a customer this way. I’ll be checking out their competitors for my future business.
Do not order from this company online. Go to the store and purchase your items. Ordered two items and got charged for TWO items. Only received one item. I called and inquire about the other item. The customer service department disconnected my call twice. The third time the customer service representative was nice and tried his best to assist. The representative stated he was told they couldn’t refund my money or ship out the item I ordered. I would have to call and dispute the transaction with my bank. Horrible.
Purchased merchandise on Black Friday to qualify for free $60 gift. Received my order without the free gift even though it was listed on the packing slip. Contacted customer service and was told free gifts can't be reshipped even though it was their mistake. Think twice before you purchase something from Ulta that includes a free gift!
I placed an online order for a few Black Friday deals. After checking out, I realized I didn't get the promotion they were offering. Immediately called customer service to cancel and they told me system wouldn't let them.
I recently moved so this review begins with a small mistake on my part. I used to live in CA and I moved to FL. My shipping address was still saved in my Ulta account as California. I noticed this immediately after checkout and attempted to cancel the order. There is no cancel button. I emailed in and spoke to 3 separate Customer Service Representatives all saying that they can't do anything to change my address or cancel my order. The package ships after a day or two.
I contact UPS asking if I can change the shipping address. The Customer Service Representative at UPS says that I have to contact Ulta to get my shipping address changed. I call Ulta and am finally connected with someone who can do SOMETHING about my order. He says he'll try to reroute my package. I say that my package can't go to California because that's thousands of miles from where I live now. He says if he can't reroute the package he'll cancel my order. So now apparently my order can be canceled. My order is canceled and returned to sender.
I wait a few days and my refund still hasn't come through so I contact customer service AGAIN and am put into contact with someone new over the phone. She tells me my order is being returned to sender so I need to wait 30 DAYS. AN ENTIRE MONTH for my refund to go through because the warehouse can't process the refund till they receive the product back. I don't have the product. UPS has the product. Ulta has my money. I'm stuck in limbo waiting for a refund to process that takes a full month. This company is a mess. They literally should not exist if this is how they treat customers who are screwed over by their lack of organization. I will NEVER shop from Ulta again and you shouldn't either for fear of being screwed over as badly as I have been.
"THE WORST CUSTOMER SERVICE EVER!!" I went into our local Ulta to exchange a $20 can of hairspray, because when I opened it I noticed that the spray nozzle was broken. The manager would not exchange the unused can because I did not have my receipt. Are you kidding me!!! I have called customer service to speak to a supervisor not once, twice,..but 5 times and still have not received a return call from a supervisor!!! The lack of customer care is UNACCEPTABLE!!! I used to shop at Ulta a lot, but NOT ANYMORE!! THIS BUSINESS WILL BE CLOSED SOON!!
I placed an order with Ulta to take advantage of the $15 off and for some reason, they are shipping this order to an address I haven't lived at for over a year, despite me removing this address on their website and their app multiple times. I noticed this immediately, so I spoke with a customer service rep who acknowledged the error and said they would attempt to cancel the order. Not even an hour later, I received an email stating that they cannot cancel the order because it’s already been shipped. It has not shipped, they are flat out lying about that! It still says processing.
I told them how absurd this is and asked them to please reroute the package to the correct address, to which their response was “maybe.” That's totally unacceptable. If it were my error, I would accept it. If they didn’t lie about my order shipping, maybe I wouldn’t be so annoyed, but this is their fault and they need to rectify it immediately. I know that they know about the problem because there are hundreds of other complaints almost identical to mine on the BBB’s website. It’s like they’re purposely trying to lose customers.
I have placed a few orders since I updated my address beginning in September 2020 and my payment method is PayPal, which is also linked to my correct address. This makes no sense for them to be shipping to an address I no longer have on file with them, PayPal, or my bank/credit card. They need to fix their outdated technology and horrendous customer service! I will stick with Sephora, this is not worth the hassle to save $15. It obviously has something to do with their systems and their customers (former customer in my case) shouldn’t be penalized for moving.
This is a report that Ultra Beauty robbing their customers during pandemic. This company is scammer. I have placed an order on Oct 19 2021. On product page price was $14.50. I purchased 10 units and in checkout total came to be $284.20 meaning each item at checkout increased double to be $28.42. I did not notice first and clicked "Pay". Later I notice I got scammed. After my first email they immediately changed the product page price. After many more emails I sent they said they're gonna investigate, but they never get back to me until I followed up numerous times. After dragging this matter to a month. They sent me an email that, "We can't refund you anything because it was on promotion based on Central Time." Basically they told me, "Maybe we did mistakes but our customers are doomed to pay the price of our mistakes." I wish I could attach my screen shots I took from product page and checkout page here for awareness.
How come price on product page was not based on Central Time but checkout total is?! How come all mistakes by business end up favoring the business? How come they can't accept their mistake and want their mistake to cost customers? This is classic scammer website. False pricing and charge you double. Based on Section 5 of the FTC Act deceptive pricing is unlawful and I will also bring this to court. I have all evidence it needs. I will tell all my friend and family and business colleague to stop getting scammed by them. This business does not need a 1 star, this business should be shut down.
Read the fine print here. I placed an order for 180 on a Saturday night. At checkout, they offer me choice of shipping est delivery day of Tues ($17), Thurs ($10), or some 8 to 10 day window. I chose the Tuesday delivery. On Tues the order still hasn't been processed and Silvia from customer service says that the premium is actually 2-3 days. But then the expedited shipping is 3-4 days. So if my order is shipped and received at the same rate as the expedited then why are they billing me 7 more? When I emailed to ask about this, they said, "Sorry, your complaint has been filed." So I'm out 180 dollars. No product and no estimated delivery date. NO HELP from customer service. Not even a 5 dollar coupon. Nothing. This was my first and only experience shopping here. Never again. I'll go to Sephora or Macy's.
I picked up a curbside order today in Dayton Mall, Dayton, Ohio and I have several complaints. There was no clear direction of how to pick up when I called to tell them I was there, it was a quick “we will be right out” hang up; the salesperson brought it out and pulled her mask down to talk to me (this is the critical time to have it up); I asked where I was supposed to pick this up at, she stated I was to pull up front, my response was “Isn’t that a fire lane and restricted?” She said it was okay to pull up there and wait; I asked if free gift was also in bag, she informed me that it should be- it was not.when I asked her, she said “must be out”, turned to leave..I asked “do I get anything else?” She walked away. The bag was a reason for one of my purchases
I recently went to the Salon at Ulta in Long Beach, CA, expecting a professional job. The stylist was nice enough but after 5 hours in the chair, I walked out looking like a rainbow colored zebra. NOTHING like the picture I showed him and he did not lift the color out of my hair. Now I have yellow & green tinge to my hair. DO NOT GET YOUR HAIR DONE AT ULTA!!
I am a Diamond member with ULTA Beauty and have had several GWP items missing, orders that stay on status awaiting carrier pickup and rude guest service reps (Rose). This company is not what they once were. Go to Sephora!
The courier service said they showed proof of delivery for an item I never received. I spent $700 for a product I don't have. I am being punished by Ulta and the horrible courier service (which is not even a reputable company, all you have to do is stop being lazy and do your research and you will see this is a common theme with them). I don't understand why Ulta would ship a $700 package through an unknown source. It should have been FedEx or UPS. I am now having Ulta and that courier service investigated which started yesterday.
Your company has made me the criminal when I have done absolutely nothing wrong, within an hour after the delivery (I was at work 40mins away, and didn't get off until 6pm and make it home until nearly 7pm), I had my friend go down to my door within an hour of "delivery" and she said nothing was there! So how in the world did my package disappear? It was placed at my front door, And why wasn't it placed in the mailroom in the locker so that I could get a code to retrieve it, the courier service was lazy and actually never came to my property! Ulta says the courier has proof of delivery but has refused to show this proof and a picture of the delivery.
On top of that, the person delivering for the company is independent, which means they're hired by them to drop packages off and if they marked delivered, they are paid around $2 to $3 per delivered item. So where is my package Ulta? Do you truly think that everyone is a liar and that there are no honest people? $700 for an item I don't have but now have paid for. You should have never used LSO (Lonestar Overnight Shipping). On top of that I called them 3 times and was on hold for nearly an hour each time and no one ever picked up, I left my name for a callback and they never tried to reach me. This is a shady company and cannot believe a reputable company like Ulta is okay with this service.
This company is THE ABSOLUTE WORST at getting you to purchase items and promises a free gift; when you inquire about the free gift, all of a sudden no one knows anything. This has happened to me twice. Everyone please stop shopping with them.
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- Ulta Beauty
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