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Reviewed Dec. 7, 2021
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.
Reviewed Dec. 4, 2021
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.
Reviewed Dec. 1, 2021
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.
Reviewed Dec. 1, 2021
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.
Reviewed Nov. 30, 2021
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!
Reviewed Nov. 26, 2021
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.
Reviewed Nov. 16, 2021
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.
Reviewed Nov. 10, 2021
"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!!
Reviewed Nov. 8, 2021
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.
Reviewed Nov. 3, 2021
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.
Reviewed Oct. 26, 2021
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.
Reviewed Oct. 8, 2021
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
Reviewed Sept. 2, 2021
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!!
Reviewed Sept. 2, 2021
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!
Reviewed Aug. 29, 2021
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.
Reviewed Aug. 21, 2021
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.
Reviewed Aug. 16, 2021
I redeemed some of my rewards points in an online purchase. I used $33 dollars in points and was deducted $44. I reported the issue and was "taught" their redemption policies which are not point for point dollar for dollar. I then asked to cancel the order. They agreed, but did not actually cancel it nor did they return my points. I feel that I should have been informed at checkout so that I could have canceled the order or modified it in order to retain the value of my points.
Reviewed Aug. 5, 2021
I mistyped my address and I had already placed my order. I immediately went to cancel or simply update my address and they responded with this “after partnering with our warehouse, we were unable to cancel your order because it is already in the process of shipment. We truly apologize for the inconvenience, as we are unable to change the address on an order or reship to a different address once the order has been placed. If your order fails to be delivered, or delivery is refused, it will be returned to the sender, in turn, you will receive your refund once it is received in our warehouse!” Horrible, I've never dealt with something like this. Where you can’t cancel or even update an address when I had JUST placed the order! Now if it gets delivered and no one rejects the order they won’t refund me! I did not expect something like this from such a big company.
Reviewed Aug. 4, 2021
If you order online you run the risk of your package being left anywhere the delivery company deems ok, even if it is an apartment complex, where it can be taken by anybody. I live in apt complex that has a delivery hub to prevent this, however it was dropped in the foyer where there is no security. And because of this the package is gone, however not their problem, can you imagine if the post office did the same with your mail. Ulta doesn't deem it sufficient, so not only do I need to pay for what I didn't get, if I want it, I need to buy it again. Never order from them, they contracted the cheapest delivery company and we pay the price.
Reviewed Aug. 3, 2021
Absolutely the worst customer service I have ever experienced. When you order with expedited shipping they will show a ‘receive by’ date that means absolutely nothing. They will send it with standard shipping and refuse to refund the shipping charges. That is if you can even get ahold of anyone. Numerous emails went unanswered and chats were disconnected after spending 20+ minutes answering basic questions over and over. I will never shop with this company again.
Reviewed July 28, 2021
My sister had her hair done at one of the Ulta location. Ulta stands for quality, that is the reason she has chosen the service there. However, it was a complete disaster. Her hair was a complete mess. I continuously called the manager at the location where she has been “serviced” only to be given the runaround. I sent them an that they requested of me, was promised a solution within the day and had not heard anything until I called back 2 days later. The original appointment was made with a master stylist and she was given a novice (Not the one the appointment was made with). Ultimately, they were unable to help us come to a resolution, ending with a very rude phone call on their end. I was nothing but respectful in trying to come to a solution but was met with an attitude. Will NEVER be going to any Ulta locations from here on out. Ulta stands for quality, and what my sister and I experienced there was nothing close. Do better.
Reviewed July 28, 2021
This is the second time I've tried Ulta online for home delivery. Neither time was correct. It's easier to just drive to the store and save myself the time and frustration of incorrect orders, and deliveries that never arrive. Done.
Reviewed July 25, 2021
I ordered over $200 worth of products on 7/15/21 and never received the delivery. Tracking says delivered at the lobby on 7/17/21. I don’t know why they wouldn’t just bring to my apt if I was home all day since I work from home…either way there were a bunch of packages in the lobby. None for me. I called customer service (who is outsourced in another country). Their response was I have to wait 3 days because with Lasership (shipping co) sometimes items are marked delivered without it being delivered.
At this point after hearing such nonsense I decided to do my homework and found a bunch of bad reviews on the same exact issue and complaints on BBB website. I decided to tell customer service to escalate this since delivering to the lobby was not a direct delivery and will either want my money back or to reship the items. I did not waste time and reported both company to the BBB on 7/23/21 and I am currently in the process of seeing how this plays out. My case was supposedly “escalated” but from these review below I see escalated is just a script the outsourced company use.
The 3rd company outsourced company also admitted that they don’t have direct communication with USA headquarters and that is why they are unable to give customers a valid response. This is ridiculous and I can’t believe such a cool company is being damaged by their 3rd party customer service and scamming shipping company… I hope headquarters pays attention. Seems like a class action lawsuit will do the trick for all those customers that have lost their hard earned money. I will update this review with resolution outcome.
Reviewed July 12, 2021
Customer service used to be good. Now they clearly outsource to India or another country, where every time I call it's static and or the call gets dropped. If I am able to reach someone, they are reading off of a script, barely speak English, and tell me someone will get back to me, and then they don't. I have wasted HOURS trying to get points back from a return ($50 worth) and no one has been able to help me. I have been told via email (also a script and totally not helpful) that my issue is being escalated. Over a month later and no one will respond or get back to me. I have been a platinum member for over 6 years now, card holder, etc and I will never make another purchase with Ulta again.
Reviewed July 8, 2021
I have given this company so much business and it pains me to give such a Horrible review. I have bought some really expensive products. They’ve either been delivered to the wrong address, been delayed, or simply haven’t ever been shipped. What an embarrassment for a company that’s so successful. When I reached out to customer service, the response has always been “we can not help you, it’s shipping’s fault”. What a joke. I’ve never had these issues with Sephora. And the prices are comparable. Don’t bother with Ulta.
Reviewed July 8, 2021
Never delivered!!! Customer services don't do anything, only one was kind enough to file a claim through other department but no one has contacted me, do not order from this people. I spent over $200 something dollars and never received anything, this never had happen to me with any other carrier. Unbelievable. It's been over a month and all they say is have patience.
Reviewed July 8, 2021
The only reason for a 2 star is because after going back and forth with the agent, I’m finally getting a replacement. My items were supposedly “rejected” by me. When I received them they were open and spilled all over. I was also missing two expensive items. Hopefully my replacement is much better.
Reviewed June 25, 2021
I have been a Platinum Member at Ulta for years. I am willing to pay premium prices because I know the customer service has always been on point. Over the last year, my orders have arrived atrocious. I understand COVID was a real thing, but the service level to rectify the issue should be top notch. In the past year, I have received product exploded in the box, another with a cracked dropper, another item missing from my order, and multiple free gifts with empty tubes and no product (Read: expired).
Today, I received an order for my Primer and Setting Spray (both of which I paid full price for). They arrived today in time for my vacation on Sunday. I am out of both products and use them daily so it was important that I received them today. To my dismay, the setting spray box was opened, missing the top and there's also missing product. I called Ulta immediately to tell them and was informed that a new product wouldn't be here for 3-4 days even if they "paid my express shipping for me" (yea, that's the least you can do). The other option was for me to make a special trip (20 min each way for me) to exchange it.
I think it's only right that when a company makes an error and the customer is inconvenienced, they provide a little something to show they're committed to making it right. The rep wouldn't budge and I asked to speak with her manager. She told me they conveniently "weren't available," but that she would put me on a call back list. I reiterated the importance of talking to a manager soon with my vacation coming up and she said it wouldn't be more than a hour. 4 hours later... no call. I called again and the rep said "it looks like they haven't gotten to making call backs yet."
She attempted to help me and said she would give me a gift card for $10. I told her that this was such an inconvenience to me and they needed to cover the cost of the product in a gift card. She said she wouldn't do it because I have already asked two other times. I told her that yes, I did ask for my money back when I received exploded products, missing items, or empty products. So how does that become my fault? Is there a limit on me asking a company to do what's right? She continued to interrupt and talk over me, and I grew increasingly patient.
I told her that I would go from Platinum Member to a Zero Member because I was tired of this. She told me she would put me on the call back list and attempted to hang up. I told her I wasn't done talking and not to hang up and she remained silent. I told her I was over this and to send me the gift card and be done and I just wouldn't continue to shop online. She responded "Due to your attitude, we are no longer offering you a gift card- good bye." I am completely appalled- she was rude, disrespectful, and berated me in the most condescending ways. I used to love Ulta, but all good things must come to an end. Seriously-- BEWARE!
Reviewed June 22, 2021
My son informed. No problem. Told my credit was $500 and I was dropped to $400. Every time I speak with company always rude. Make me feel like trash so I asked for the pandemic relief and when pay $ treated like a piece of crap and talked down to. I already have stage 4 cancer and I am fighting for my life and treated like low class trash.
Reviewed June 6, 2021
I experienced transphobia when I reached out to customer service. I reached out to them for changing my name on my account because I go by a different name then I did when I made the account. The rep purposefully used the name they knew was not my preferred one. They proceeded to be very passive with me. I’m disappointed because it’s pride month but I’m not super surprised.
Reviewed May 19, 2021
Excellent service, great selection and everyone on the staff is outstanding! They don't overwhelm you but make sure to answer, explain and provide all the services they have to offer each time I visit.
Reviewed April 23, 2021
Worst customer service! False advertising of delivery time (not due to a delay, just advertised fraudulently) and when I requested a refund for my expedited shipping they refused! I provided documentation (screenshot) of the advertised shipping and they still denied me a refund. I will NEVER shop here again! Disgusting!
Reviewed April 19, 2021
I ordered products that were not available in store so they needed to be shipped. A week after placing the order I check the Ulta website to see when they would be here. The Ulta website states "awaiting for carrier pickup" but the tracking number says UDS has the package and will deliver on 4/14/21. I did not receive the package on that date. 4/15/21 I called Ulta customer service and they stated that tracking says it will be delivered on 4/15/21; to call back the next day if it's not delivered and they can refund the order. The package was not delivered. 4/16/21 I called Ulta customer service back and was told that the tracking says it'll be delivered 4/16/21 and that I should call back on Monday.
I refused to call back and stated that I wanted a refund which the customer service representative stated they couldn't do that and that the package would be delivered today. I told the representative that the package delivery date keeps moving, I talked to customer service the day before, and "what do I do if the package never arrives". The customer service representative offered to replace the products which I refused and insisted on a refund. They stated that a refund was processed and I should get an email confirming the refund in 24 -48 hours and the refund should appear in my bank in 5-8 days. Today, 4/19/21 I called Ulta customer service again because I never received an email confirming the refund. The customer service representative eventually verbally gave me the reference number for the refund, which I wrote down. I will no longer be doing any type of business with Ulta.
Reviewed April 17, 2021
Billing and Ulta policy. Paid my bill ON TIME last month. Ulta never rcd. I put a stop payment and paid via another credit card same day. Received this months bill. $29 STOP PAY fee assessed. Ulta policy is they CANNOT remove it. Not my issue the mail system is slow. AND my bill was PAID on time! Seriously, they CANNOT remove it!!!! I've always had my bills paid on time. Unbelievable! I cancelled my credit card.
Reviewed April 9, 2021
Ordered products in December. Those were delivered fine no problem. Ordered in April and package went to an old address. I don't even know how the old address went in there. I've lived at my new address for 5 years. How can my December order get here and not the April order? When calling post office no help. It said they delivered it. That's all they can tell me. Went to person at that address and they said, "We didn't get it." Called Ulta and can't get a refund unless the package comes back. I'm so disgusted with the customer service. Hope everyone enjoys my money and my products but I'm telling you I won't order from them again. Sephora here I come.
Reviewed April 8, 2021
The Ultamate Rewards changed its policy without warning to consumers; dated 1.1.2020 at the beginning of COVID 19. Now they are classified into 3 categories based on year purchase amounts and have expiration dates. Many of us customers lost points during this pandemic because of expiration and guest service will not reinstate. This program is very confusing and is almost discriminating because it insinuates customers are valued highly only if they spend at a minimum of $1200 per year. Associates no longer ask nor encourage the patron to use their rewards. It appears as though Ulta is selfish and only concerned with financial gains.
Why establish such a difficult and multi-facet program in which average customers will easily become confused and won't be able to understand? Not to mention Ulta completely controls the program and makes all decisions involved and even has all rights to expel a person. In the fine print, it even states the patron is responsible for keeping abreast of any and all changes in the program. This most updated change in the reward program includes an expiration date of your reward points. Personally, I just lost approximately a value of $170 and will not be reinstated even though we have been in a pandemic for the past year. Rewards from business should be designed to be incentives for people to spend money and also receive some reward for being loyal.
Reviewed April 7, 2021
I'm sorry, but I will not be a returning customer. I understand that one customer does not affect anything with Ulta; however, with the poor customer service and the fact that the minute I realized my order was going to the wrong address, I reached out and asked to cancel the order. I was told that once an order was placed, it could not be canceled. So then I tried to intercept the package to the address it was going to, and the place it went to said they never received it. So someone must have stolen the package either off the porch or the people it got delivered to stole it, the delivery person. However, you look at it, my package did not come to me, and the fact Ulta customer service could not cancel an order 10 minutes after it was placed is absolutely ridiculous.
So I, unfortunately, paid the price even though I attempted to correct the problem. Ulta failed in providing customer service adequately and has a flawed system that doesn't allow for cancellations immediately afterward. I was also told that even if there was a way to attempt to cancel, it wasn't guaranteed. So Ulta got 91.00, and I got nothing. My business will be elsewhere, and since I am a licensed cosmetologist, I can get all the things Ulta gets anyway at lower prices. The reason I even ordered was that I had a gift card to Ulta; otherwise, I would have got my products at my local licensed professional retailer.
It is also a shame that Ulta can not even offer to fix the problem by sending a replacement product and just taking a loss of 91.00. I work in the industry, and when my clients didn't get something they should have, I offer the products at no cost to the customer and replace the items. I take the loss, and in turn, I have happy customers and positive word of mouth. I may have taken a hit for the day, but it makes up for it tenfold down the road. So again, Ulta has poor customer service and poor business morals and ethics, and I will not deal with a business that is more interested in the bottom dollar than their paying customers.
Reviewed April 6, 2021
I felt zero value as a customer. No help offered to locate packages that were not forwarded. I shop at places that show much more customer appreciation and follow up. I will shop other places in the future and avoid Ulta moving forward.
Reviewed April 5, 2021
I placed an order on 3/26/21 for 2 items, the Dyson AirWrap ($550) and The Ordinary Niacinamide ($5.50). On Saturday I got confirmation that a shipping label had been created. On Monday I got confirmation that my order had shipped and it would be delivered on Tuesday 3/30/21. On Tuesday afternoon a LaserShip driver came and dropped off a small envelope containing only the $5.50 item. The shipping receipt inside the envelope confirmed that both items were supposed to have been in the same package. Since then I have been given the run-around for a week. The only time I get any response is when I send a follow-up email.
Then I get a new email response from some random customer service member saying that it's being looked into. I have now received 3 of 4 of these emails saying absolutely nothing. When I called last Tuesday I was told someone would call me within 24-48 hours. No one has called and I have 0 confidence that I will get the AirWrap that I ordered or be refunded. Based on the reviews I have seen here and elsewhere online it sounds like Ulta doesn't really care about their customers after they get our money.
Reviewed April 5, 2021
I went into my local Ulta store looking for a lip product. There was one left but the tamper seal was broken and an employee suspected it was used by another customer. I placed the order online and ordered 2 colors. One came with the tamper seal intact but the color lip product that was open in the store, had the tamper seal missing again when it arrived by mail.
I called and asked if they shipped this from my local store or the warehouse. I was told the warehouse. I then asked why there were products coming from the warehouse with broken tamper seals (being sent to customers and possibly stores with broken seals). And by broken seals, I mean the seal was peeled back (leaving residue where it should’ve been intact) and pushed down inside of the box.
There was an issue when having the replacement ordered. Starting with the rep assuring me that ordering a replacement was him doing me a favor. We discussed making sure UPS could come and pick up the item before issuing a replacement because if not, I would take it to local Ulta for a refund. The rep assured me that UPS would pick it up then ordered the replacement, then immediately told me UPS was not guaranteed to pick it up. Then, the shipping label never came via email.
Called back weeks later and ran into another issue with the label. After offering to verify many methods successfully (full name, email, shipping address, order number), I was refused a re-emailing of the return shipment label by a supervisor for me refusing to keep verifying more info over and over again. I’m disgusted at the customer service provided. Now I have this lip product with a broken seal and the replacement and no return label, meaning that after 30 days, they will charge me for the replaced product. I’m disgusted with both interactions with guest services. I don’t want a coupon because I never want to shop here again.
Reviewed March 23, 2021
I was at Ulta today. I was waiting at the checkout counter and no one was there. After a while I started timing it. I heard someone tell the cashier multiple times that someone was waiting, but no one showed up. Five plus minutes later the girl begins slowly coming over. She is stopping and fixing things on the shelf, not caring that I am there. Even after looking at me and someone telling her again I was waiting. She then grabs another woman's product and takes it around the register to ring her up. She looks at me and says, "I will be with you in a moment." I say back (nicely) that I have been waiting. The woman's whose product she took says she does not mind waiting 'til after me. The cashier tells her absolutely not, looks at me and says I can wait.
I set my products down on the counter and just walk out. She does not apologize, I just heard her give some comment to me in a very snippy voice. This is not the first time I have waited at the line with no one to check me out. Another employee will always be telling someone I am there and I am always ignored. It is always the same girl who then eventually comes up. This never happens when there is another cashier there. And this specific one never apologizes for my wait. I usually don't care because I understand people are busy. But taking the other woman in front of me, when she suggested that she didn't mind waiting was the last straw for me. I will not go back there.
Reviewed March 16, 2021
I logged into my account via ULTA Beauty App but it created new account than my previous account created in-store my phone number. Hence, I had duplicate accounts. My account was merged at store on request but then all my reward points were lost. The customer service is so adamant, arrogant and pathetic to not tell me details of my account at all or give my point back or agree to the store manager. Worst customer service ever encountered who was not even agreeing to customer or store manager. We had to ultimately hang up disappointed.
Reviewed Jan. 30, 2021
In these difficult times the convenience of being able to order something online and have it delivered to your home is a godsend but when things go wrong it really can bring your day to a crashing halt and that’s exactly what my order with Ulta did, not only did the order take longer considering the circumstances which is fine (IE the pandemic) but in their warehouse they made a mistake and sent me the incorrect order. When I called customer service to notify them of the mistake not only did they not offer me expedited shipping on the items that I had placed an order for but they also told me that it was going to be my responsibility to take their items to a UPS or post office location to send it back to them.
They not only did not offer to retrieve their own items from my home themselves facilitating their own UPS pick up which most multi-million dollar corporations can do.. but their customer care team was completely unapologetic for the situation and did not offer any other options... Moving forward after this experience, looks like I’ll be going through Sephora to have my items shipped. Not the way to treat a customer who is trying to do the decent thing here and notify them of the mistake...
Reviewed Jan. 26, 2021
Just checked the status of my order. A delivery was not even attempted and never received any communication from Ulta...just says returned to sender. My address is correct and I have received package no problem from Ulta in the past. My last three online orders have have the same return to sender without any communication. This is not the kind of service I expect for a Diamond status client. I don’t want my goods returned and I don’t want a refund to pacify my aggregation. Why can’t my goods, that I have paid for, be sent to my local store for my pickup if Ulta can’t follow through on their end of the deal? Shame on you Ulta for such poor service. Sephora is calling my name.
Reviewed Jan. 21, 2021
I’m extremely disappointed in Ulta. On Black Friday I took advantage of some of their deals and bought about 200 dollars worth of makeup for about 90. Ulta ships this package through Lasership, which is apparently like the Uber of delivery services. Whoever was delivering my package was lazy and claimed that I had a security gate code and they couldn’t get in. I don’t have a security gate code. There is a gate that’s open 24/7. LaserShip never calls me to let me know they couldn’t deliver, but I see it on the tracking and I called LaserShip and Ulta and they promise to correct the issue and deliver it the next day.
The next day, the tracking shows that lasership sent my package back to ulta. I called ulta and asked if ulta could send the package back to me, preferably with a different delivery service, but Ulta refused. They did not want to be liable for the extra shipping, even though it was because Ulta’s shipping partner made the mistake. Ulta said no matter what, I would just get a refund when they received my order back at their site (meaning I missed out on my Black Friday deals). Two months go by, and I realize they never gave me a refund! I called Ulta and asked them about it and they gave me a refund, thankfully. The people I dealt with on the phone throughout this experience were nice, but they had to follow ulta’s corporate policy, which are frankly terrible. Whoever is managing Ulta’s customer service at the top is running this business into the ground. I will never be purchasing from Ulta again.
Reviewed Jan. 18, 2021
They ship with LSO and said delivered but didn’t. After said delivery there was still activity on account and Ulta customer service says, "Oh sometimes they do that. Give it 3 more days." Still don’t have after gave second chance to delivery.
Reviewed Jan. 14, 2021
Does this look familiar to anyone? "At this time we will no longer be able to accept your online order request(s) on Ulta.com. We welcome you to visit your local Ulta Beauty store to shop, where our trained associates can assist you in selecting the right products for you." It started out nice. I've been ordering from Ulta since 10/2018. Haven't had any problems until 10/2020. I tried to place an order and received the error "We're unable to process your order. Verify your payment info or use another payment method."
I have an Ultamate Rewards Credit Card through Comenity Bank. I called them. My account is, and has been, current and in good standing. I have no restrictions on my account with them. They can see the transactions as pending, but the transactions never complete through Ulta.com. I received an email from Ulta Beauty Guest Services telling me that I had disputed an order and because of that, I was unable to order online. However, I had no recollection OR record of this order. Someone from Ulta's online chat service was able to confirm that the order number Guest Services referenced was NOT MINE. The card used for this purchase was NOT MINE. The address and name for the order was NOT MINE.
I've requested that they restore my account and my ability to place online orders several times now, and they keep sending me replies that start with "Thanks for reaching out! We are more than happy to help you! ...(blah blah blah)...we will no longer be able to accept your online order request(s) on ulta.com." I realize that, in the scheme of things, my business is small potatoes for them, so they won't really miss it. My purpose for posting this review is to hopefully help someone else avoid the same frustrations that I have experienced. And also, let other people that have had a similar experience out there know that they are not alone. I am frustrated and insulted that I am basically being punished for something I did not do.
Reviewed Jan. 13, 2021
Based on other reviews, it appears Ulta's reputation is declining. I used to love this store and never had issues until now. I made a purchase last month that I never received. They sent my order to an old address I hadn't lived in for 10 years. Mind you, I have had other orders previously delivered to my correct address. I didn't realize this until I called looking for my order that said delivered. The first rep I spoke to said she will have items reshipped, then I received an email right afterwards that said, "sorry, we cannot resend your package since it was already delivered". I called back and was told I should file a police report and once that is done, they can resend my package. I did what was advise and called back with report and asked where to forward it, to only be told that I was misinformed and they will not resend or refund. I asked for a supervisor that repeated the same thing.
I am beyond livid. I paid over $100 for items I never received. I asked how this could have happened since they have sent previous orders to my correct address and they had no answer. The police officer that took my report was even appalled by this and advised I call my bank to file a dispute, which I have. I will NEVER order from this company again and I have spread the word. The rep at my bank couldn't believe this either and said I should write a review to make others aware and concluded that she will not shop there from now on and will tell everyone she knows. I am not one to file complaints unless it comes to losing money. I think everyone needs to be aware of this. This not acceptable from a large corporation that has insurance for these kind of issues.
Reviewed Jan. 6, 2021
So you should know I order online a lot and more than once I have lost a package from a big company, like Target, once I saw an Amazon guy leaving my package with my neighbor, but every single time this big companies have reimbursed me with the exception of ULTA, they choose to send my package to an old address that is 400 miles away from where I live, and they won’t neither redirect the package or reimburse me, dealing with them has been a pain, I will never be a customer of them again.
Reviewed Jan. 6, 2021
I usually have no problem shopping on Ulta's website. I recently made a purchase and realized after I placed it that I had the wrong shipping address. I tried to cancel the order before it was processed and shipped but there was nowhere for me to do that. So I contacted the guest services and they told me that they cannot cancel any orders because once the order is placed it is sent to processing and from there it cannot be cancelled. I think that is a terrible policy to have. Most online shopping sites allow you to cancel an order as long as it hasn't shipped.
I have emailed and called customer support multiple times and all they would do is tell me the same stuff over and over again. My package ended up getting shipped and sent to my old mailing address and because the mailing sticker on the package said "Do not forward. Do not return" the post office sent it to be basically thrown away. I think that Ulta needs to change their website so that if an order needs cancelled it should be able to be cancelled so long as it has not been shipped yet. I tried to resolve my error but because of Ulta's stupid policies and refuse to help me in any way, I lost out on some great products and I wasted a gift card.
Reviewed Jan. 1, 2021
Guest is calling because she had a salon visit to get her hair fixed, the stylist wasn’t able to complete the whole service in one day, the guest got her hair toned. And she charged her $100 the first day and $700 the second day. She claims the stylist overcharged her for service that was not what she asked for. She was in the salon for 7+ hours while the stylist allegedly was leaving and going to lunch during her service. She attempted to call the manager but the manager was rude and wouldn’t offer her a solution to the problem. The guest claims she didn’t have money to spend on the service to begin with and was trying to treat herself but felt undervalued as a guest and lied to. She would like this situation to be fixed. Puyallup, Washington, Rainier Village 98374. Savannah was the stylist.
Also, someone else from our team spoke to the Guest and told this: Spoke to the guest. When she got home from the Salon it was really itchy, and when she scratched her head, there was dried bleach wasn't washed out completely. It's dry regardless. Hair is not falling out in chunks. Prefers a refund. She doesn't want to go back to the Salon. Would feel uncomfortable going back. $100 for tone. Stylist wasn't transparent about the prices (is what she tried to explain to the Manager). Gave her a quote after she had already bleached her hair and guest said she's never spent $500 on a Bleach. Manager says, "That's what we charge for a Color corrector." Manager was defensive and rude.
The stylist told her that they did all of these extra things on top of toning and bleaching her hair. She went detail by detail. Basically, told her that's how much they charge and she apologizes for the experience and it's just the way it is. Toner didn't cover the roots. When she blew dry her hair she told her it's okay because it still looks good, trying to make it sound like it was okay. People don't tip stylists and people are rude. At the end she told her that it took 7 hours and it's going to be $700 for the service. Estimated $350-$400 online. Charge per half hour. When she was getting ready to leave is when she said it was $700. The problem the transparency of the pricing and the defensiveness of the Manager. Found her to be unprofessional, and Manager basically told her she is wrong.
Reviewed Dec. 29, 2020
I ordered on-line for a curbside pickup at the Ithaca, N.Y. store. I ordered shampoo, conditioner and two travel size items. The order was ready when I got to the store. I did not think I had to inspect the items at that time of pickup. Once I got home and I removed the items I immediately realized the shampoo was used. The seal was broken, hair was stuck to the broken seal and the bottle had dried shampoo on the outside of the bottle. The conditioner also had a broken seal but the bottle had an overall better appearance.
I called the store immediately and explained the situation and that I would have to drive 45 minutes one way to return it. I did not have any other choice but to drive back the next day due to the $60 I spent on these products. When I got to the store to return the items I was treated poorly immediately and was not offered any discount or coupons for my inconvenience. All they would do was replace the used items. I instead said please return my money and I will never do business with Ulta Beauty again. They could have cared less.
Reviewed Dec. 18, 2020
Do NOT, I repeat, do NOT order anywhere close to Christmas. I submitted my order on December 11, 2020, only received one email stating that my order had been processed. A week later, still nothing. Clicked the link to track my order on several occasions and it still had not been shipped. I called customer service. The representative would not shut her mouth long enough to listen to what I had to say. I had to forcefully interrupt her to request a supervisor.
Waited thirteen minutes for a supervisor. When she came on, she started talking about the national shipping crisis. I asked if I could do curbside pickup instead, she said, "No, they've already made the label and it's ready to be shipped". I then asked if I could cancel the order, she said, "No, it's too late for that". I asked for her supervisor and she said that there wasn't one available right now. I told her that I would be calling my bank and contacting the Better Business Bureau. I then told her Merry Christmas!
Reviewed Dec. 12, 2020
Honestly Ulta did a poor job with communicating. Bath and Body Works candle day two days prior made its shipment to me in 3 days!!!! I have ordered from Amazon, Athleta, Macy’s, Walmart, all online on the same weekend and already received all my shipments. But not from Ulta!!! I get a lousy email stating that we are sorry but we are working hard to get your packages delivered; please check your order status to most current information. Well that information says shipped?? So how is this suppose to help? Do we even know where the packages are? Customer service has been awful and no help. Worst company service. Will go to Sephora instead. Been 2 weeks and no updates on when packages will ship, no refund given. No help from this company whatsoever! Please beware!
Reviewed Dec. 10, 2020
Every time I have tried to return a faulty product that cost like $30 they will say they can only give me $.50 back for it because someone else had purchased the same item with coupons and points for that price and they can only give me back the lowest price that someone else has purchased the item at. What a joke.
Reviewed Dec. 9, 2020
Horrible company! Customer service manager is a waste of time in resolution of complaint. Placed an order during Black Friday Sale, used PayPal at checkout. Checked my credit card after transaction and found two debits for the single transaction, it was the weekend so waited till Monday to see if one of the duplicate charges would drop off, both were gone by Tuesday.
I didn't worry about it from there as PayPal had said they will debit the account on order completion. Ulta Cosmetics canceled the order and didn't have the common courtesy to contact/email me that they wouldn't be honoring my order because I used PayPal, said they couldn't verify my credit card information, but wait, isn't that why I use PayPal to protect my accounts!?
Furthermore, because they didn't let me know of the cancelation, I wasn't able to shop from competitors during the Black Friday extended sales nor during the Cyber Week sales either. All I received from Customer Service was excuses and worse, they responded with two different stories about how they ran out of product and it was canceled due to that even though you can't place an item in the cart if out of stock, secondly after I asked for a supervisor, she was the one who said it was because of using PayPal. At that point I asked for the order to be fulfilled and of course she said no. I am just one unsatisfied customer and Ulta Cosmetics apparently does not value you as a singular purchaser.
Reviewed Nov. 28, 2020
On November 23 I placed an order for $195.00. I was to receive free gift either robe or a throw. I received neither. I called customer service. I was told I could receive $15 gift card, however, they were unable to send me my free gift. I certainly don’t understand why? It’s their “policy.” SO I guess because someone didn’t put my gift in the box I just don’t get the gift? I get a lousy $15 gift card and that is supposed to make up for it?? What kind of “customer service” is this?!
Reviewed Nov. 25, 2020
I'm so sad about my experience with ULTA today as I really did like their products. They mislead you with their "free gift" emails and then can't help you cancel. Surprised that scams like this are still going on with today's economy. They lost this customer and I will pass along my experience to others.
Reviewed Nov. 24, 2020
I placed an online order with Ulta on 11/22/20 for $176.56. The Black Friday promotion on the website stated any order over $60 would receive a cosmetic bag with 8 free items. I did not see the gift on my confirmation email and contacted customer service immediately. I was told they cannot modify an order and since I did not “order” the gift I will not be receiving it. I asked for my order to be cancelled and was told that they could not since it had already completed processing. Today I receive an email from Ulta stating that due to high volume my order is taking longer to process and to please be patient. Who holds these large companies accountable? This is fraudulent behavior.
Reviewed Nov. 20, 2020
Ulta only refunds online orders that are less than 100$ if the package goes missing. They could care less about anything more than 100$. They will simply say, "Oh the tracking says it was "delivered" so therefore you got your package," even if it says "left on front porch". They refused to issue a refund. I will be reporting them to the BBB to get my refund. Chime bank also refused to issue a chargeback for the missing package so don't bank with Chime either!
Reviewed Oct. 9, 2020
My father's funeral service is Sunday 10/11/2020. I purchased some Madison Reed hair dye on the 7th to apply before the service. I paid the extra money to have it expedited to receive on the 8th. Mind you, this was the date the site said I would receive it. I waited all day and didn't receive it. I checked my online orders and saw it was scheduled to be delivered on the 10th. I called customer service, which is a joke by the way, only to be told that there was nothing they could do. I asked for a refund of my expedited delivery cost and was told they couldn't do that. I will never do at Ulta again.
Reviewed Oct. 8, 2020
I have spent literally tens of thousands of dollars with Ulta in the last 10+ years, but no more. I recently ordered a few items, totaling over $200, and tracking showed that it was delivered outside my building over a week and a half ago. Ulta used LaserShip - every other shipping company is able to deliver to individual apartments or at least leave it in our mailroom where it is secure, but not these guys. They left it outside my midrise apartment building, on the street, in a busy large city. Of course, it got stolen by the time I realized I hadn't received it and went to go check out the tracking. I contacted LaserShip which I still have not heard back from, and I contacted Ulta and explained my situation.
They apparently have the least understanding customer service agents, and they told me I would not be getting my items or a refund because it was delivered to the address on the order, when in fact it was not - it was not delivered to my apartment which is listed on my shipping and billing address. Maybe they should use a reliable shipping company from now on. I got tired of trying to explain and plead my case, so from now on, I will be taking all my business to Sephora. Never once had an issue with an order or product that Sephora did not resolve quickly and pleasantly.
Reviewed Oct. 8, 2020
DO NOT ORDER ONLINE!!! If Ulta makes a mistake with an online order (in my case Ulta sent my $400 order to the wrong address) Ulta won't fix the problem or even try to resolve their mistake. I spoke to four different supervisors (one with dogs barking in the background) and all told me that even though it's their mistake, there is nothing they can do. Wrong! When you have good customer service, there is always something you can do for the customer to fix the problem.
Reviewed Oct. 5, 2020
I came to the salon requesting permanent color. I informed the stylist that my hair was bleached during a balayage treatment two months prior. Long story short, my hair did not hold the color, they attempted to rectify it for free but it didn’t work. I was told to call if there was an issue after the second time, only to be lead on to be told basically too bad. $130.00 down the drain. They should be held partially responsible since they didn’t turn me away, I should have been told my hair was too damaged but they proceeded, twice.
Reviewed Aug. 30, 2020
I am beyond words with my 2nd bad experience with Ulta store. I purchased L’Oréal Mascara the sticker posted buy one get one 1/2 off regular price $8.99. The price rings up $11.99 with half off the 2nd one. This is not the first time that Ulta increases the price of the product to make you think you’re getting a great sale but you are not! Buyer beware with shopping here. Not a good business practice at all.
Reviewed Aug. 27, 2020
I ordered products that ULTA delivered despite verbal and written cancelation of the order. Due to COVID-19 the items could not be returned to a store location. I sent the products back via Fedex with a tracking number. ULTA warehouse signed for the products and they acknowledged receipt via email. ULTA stated that they were processing the refund. ULTA then they admitted to losing the package. ULTA now reports that they can not attached a return for refund and will be unable to give me a refund.
Reviewed July 24, 2020
I placed a (large and expensive) order on 7/21 for my wedding on 7/31 and the "estimated delivery date" was 7/24 at the time of ordering (there was no option for expedited shipping). I received an e-mail on 7/22 that the item shipped, but as of 7/24 (the original "delivery date") UPS still said they had not received the item. When I talked to Ulta's customer service via chat, after telling me they don't know when it will arrive and blaming it on UPS, they told me that I had to wait until 7/31 for the order. (Where did the magic date come from if they didn't know?) Since that is my wedding date and therefore makes the order useless to me, I asked to cancel.
They claimed could not cancel the order because it had "Shipped" (even though it was not given to UPS yet). I asked about several solutions that would make the situation better, but got nothing other than "look online at our shipping policy" and "the stores wouldn't be able to help you". When I asked if there was anyone who could actually help me, the chat person said no supervisor was available for a few DAYS. They also claimed I would receive a transcript of the chat, which I didn't. Luckily, I had learned my lesson from this order and saved all of the screenshots! I will be returning all of the items if/when they finally do arrive and in the meantime, I will be scrambling to find everything I need from other, more customer oriented businesses.
Reviewed July 12, 2020
I am a platinum member and started shopping here in 2012. I have never said I did not receive a package. I have cameras around my house and work from home. I did not receive one of my packages. Guest services says there’s nothing they can do.
Reviewed July 7, 2020
First time shopping with Ulta and the last one. Horrible experience. I got a 200$ gift card from my bank reward program and I bought 230$ worth of product from them. My order never arrived! They shipped the package with some small delivery company I never heard of. After hours on the phone with customer service they tell me the package was left in the mailbox room according to the delivery company.
I live in an apartment complex, hundreds of people pass by the mailbox room every day. And what's worse is that the mailbox room is not even locked from the outside, anyone walking on the street can just come in and take anything they want. Why would you leave 200$+ worth of product there? Why not deliver it to my door like every other company does? Oh, I know why! because it takes less time and you can pay your workers less. Customer service tells me they can't refund me because of the high amount and they need to escalate it to their managers. A week goes by, I call them again. They apologize and tell me they are very busy and to keep waiting.
A month later the manager, "Carla" finally emails me. She tells me she won't refund it because they have a "signature on file". Excuse me? Whose signature you have? Cause it ain't mine! And I thought you said they left the package in the mailbox room. So which one is it? And why are/were you lying. Unbelievable. Customer service employees I spoke on the phone were really nice and they were genuinely trying to help me, but the management and the company doesn't care about the customers. Don't shop with this company unless you want to get scammed. I have been shopping almost exclusively online for the past 10 years and I never have something like this happen. I will stick with Sephora, at least they deliver my stuff to my doorstep...
Reviewed July 2, 2020
I have been a customer of Ulta since July of 2011. In August 2018 I moved and updated my home and shipping address online. In January 2020 I also called their customer service because I wasn't receiving their catalogs for some reason. I made sure they had my correct address and the rep said yes we have the correct address and your old address has been removed. On April 3, 2020 I paced an order totaling $102.34 from their website. I received notification that my package was delivered I checked around my home and no package. I contacted ULTA and was told it was delivered to my old address and that they would get back to me. 3 days later I called them again and was told that they will not re ship or refund me because it was my fault. I used my Ulta credit card for the purchase and explained what happened. They told me they will look into the matter and get back to me.
Ulta credit card sent me a notice that they will be crediting me the $102.34 because their investigation said that I was not at fault. I tried to place another order online from Ulta in May 2020 and for some reason my order would not go through. I contacted Ulta credit card and they said there was nothing wrong on their end so I called Ulta Guest Services. I was told that my account was labeled as fraud. I explained the situation again. Then I received an email for "Lisa" from Guest Services saying that she is the highest level that I will get to and that I can no longer shop online but can shop in their stores. Very Poor customer services skills. Not one of the 10 guest service representatives could figure out why their website is pulling up my old address instead they said "it's you not us".
Reviewed July 1, 2020
I ordered 8 different products and paid for 2 day air expedited shipping. It took 3 business days before my products were even shipped and 5 FULL Business days from my order date and still nothing had arrived. I contacted their customer service to request a refund on the shipping cost since they Failed to uphold their end on processing the order and was told that it could take up to 5 business days on any order being fulfilled, the option for expedited shipping is just a formality. I’ve never had a company basically tell me even if you pay for shipping, you’ll get your stuff when it gets there... I will never order from here again. I’d give them Zero stars but that’s not an option.
Reviewed June 27, 2020
ULTA in ROCK HILL- horrible experience because I did not give a phone number to make a purchase. I was picking an item up for someone and did not know their number by heart so when she asked for a phone number I said, "Oh no that's ok I just need to buy it." She said, "Well we really need the phone number something something" but I just said, "No thanks- can I just buy this?" She again said, "Are you sure you don't know someone that may have their number? It really helps us out..." I at this point just stood there and she just looked at me and I at her. "Can I please just buy this?" -FINALLY she rung it up and I paid. She took receipt and pushed it and item across counter at me and I said, "Can I get a bag?" She said, "No I am out of bags." I said, "Really?" 3 feet beside her another cashier is putting stuff in a bag. She very huffingly put stuff in a bag and handed it to me- I said, "You are really weird."
Called manager and was told that asking for phone number is policy. I told her well that is great but if a person says no 1, 2, or 3 times the cashier needs to just stop asking and ring stuff up. I told her about bag thing and she says, "We are out of bags" - I said, "Well I saw some and I am looking at one now so that's not true." She said, "We are out of little bags." I said, "This bag is less than a foot high and across." She said she didn't like my tone and they are busy so she needs to go. HORRIBLE TREATMENT.
Reviewed June 25, 2020
Yes I went in on June 15th and I was quoted 50.00 per hour to get my hair done. They told me and showed me the paper 50.00 times 4. That was told to me that it should take about 4 hrs to do my hair. Then at the end of all of it she didn’t even cover my grey hairs on a bleaching. Also I was told that I had 2 conditioning treatment and I was only in the chair for less than 20 mins. That was supposedly that was long enough to do the toner and conditioning. That’s bs and also she hide the fact that my hair had breakage so bad that I had to get another haircut after the fact. I had just got a hair cut before I got there not even 20 mins before.
I am definitely not going back. It took me 3 hrs to get my hair done and they overcharged me by 50.00. I went in at 11 am and left at 2 pm that is 3 hrs, but claimed that they said 50.00 per 30 mins I said are you kidding me that means my hair that is short should have been charged 300.00 not 200. They are liars about their amounts and I will be filing with BBB today. Just the more I think about it is very upsetting to me how they overcharged me.. Never again.
Reviewed June 12, 2020
Rec'd product and it was not what I ordered. Returned product and it was rec'd by them on June 1st. I've been told it will be July before I receive my refund. This is unacceptable. It's almost $100. Anything else I have returned to other companies has been promptly acknowledged and a refund issued. There is no reason for this and I want my refund promptly. I will never do business with Ulta again. Customer service rep was rude and told me she would send a confirm email. I never rec'd an email. I'm done.
Reviewed June 3, 2020
I ordered a bunch of stuff online and they came in pretty quick. But when I opened the package some things were damaged. The body mist had spilled, some products’ packaging were teared up, and the highlighter had broke. Very disappointed, everything was just thrown in the box with no care. I expected better from this company.
Reviewed May 16, 2020
ALERT ALERT ALERT!!! I have placed 3 different orders from Ulta Beauty online since the end of April. I have only received 2 packages and the package from my first order never came. It was at first delayed for more than 2 weeks, but this specific package never made it to my front porch. I contacted customer service and they told me that there was nothing they could do about it because it is said that the package was delivered. I emailed them to let them know that I never received 1 of my 3 orders. I even placed several calls to customer service and waited for more than an hour to finally speak with someone. And despite all of this hassle the supervisor, Anastasia L. said that she was sorry but she couldn't replace or refund me. Now I am frustrated and very upset because money doesn't fall from the trees.
Also I never order online, I always go in the store and make my purchases, because I am not a big fan of online shopping. Because of covid-19 all the stores are closed in NY and no curbside pickup available. I find myself ordering over the internet because I really needed some foundation and other few items. Now for customer service's supervisor Anastasia L. to tell me that the package was successfully delivered while there wasn't any signature requested is outrageous, because I was at work (essential worker) and I live alone. And also due to the fact that I have alerted them since the day I was supposed to receive the package, to let them know that the package never came is more frustrating.
I work very hard for my coins and now most of people in NY are out of job. Therefore I find it inconceivable for Ulta Beauty to think that because we are essential workers, we can afford to throw money out of the window like that. Also for Ulta Beauty to just charge people's card for items never received is outrageous and shameful. Please help. We are essential workers not stealers, we work very very hard for our money. All of you guys out there ordering from Ulta Beauty please be aware of what is going on with this company. I hope this review reaches corporate because I cannot lose the amount of money that my package was worth. Tara G.
Reviewed May 15, 2020
I've always had a decent experience with Ulta. My 3 daughters and I are/were regular customers. On April 3rd, I returned several items via mail that I did not like or weren't the correct product. I understand that they were overloaded with COVID, but I have now called (sat on hold for 4 hours total), emailed several times to be told that they would correct the error on their part. They have yet to refund me my money ($70) and keep saying it's been elevated. I won't return to their store. My daughters and I will go to Sephora.
Reviewed May 14, 2020
Updated on 09/24/2020: I left a previous review and wanted to follow up. Since my last comment sharing that they refused to refund me my money after the $100+ worth of products were sent to the incorrect address and kept by the occupants, I received an email from Ulta attempting to confirm they sent the package to my house with a picture. The picture was not of my house whatsoever nor did it match the description I left in the delivery notes. After I sent back images of my house, and providing evidence that the houses were different colors and different stories (my apartment is white and I live on the second floor of my building), Ulta refused to admit fault and refund my money. Zero accountability for their shipment vendor’s mistake. I would stay away, bad business is their motto.
Original: If I could give them 0 stars, I would. My order was shipped to the wrong house and rather than refund my money they used Fed Ex as a scapegoat while stating the shipper “confirmed” the delivery. Rather than listening to their customer that the house was not mine, and having integrity, corporation is using corporation to save every penny they can. Canceled for me, and if you don’t want to be out money, cancel them too.
Reviewed May 13, 2020
I will be the first to say I loved GOING to Ulta however, I will NEVER shop online again! I placed a order back in December 2018 and the tracking number said the package was delivered. However, I never received it, so I called both the delivery company and Ulta. The delivery company said I needed to contact Ulta so I did. I spoke to someone and she stated that there was nothing that could be done or would be done. So I was like OK, my order was under 20 bucks so I wasn’t super upset.
I placed another order again a couple months ago thinking the incident before was a one time thing. Things happen right? AGAIN my package said it was delivered but I never received it! So now my issue is that Ulta is telling me there’s nothing they can do. They won’t just do the right thing as a company and satisfy me as a customer on two orders that were less than $20. A multi million dollar company would rather lose a customer who brings them hundreds of thousands of dollars and would have continued to spend hundreds of thousands of dollars instead of them being out $40! Go figure! Ulta can afford top notch delivery. This should not be happening and twice in a row is unacceptable.
Reviewed May 12, 2020
I placed an online order for over $300 with Ulta in April. My order was originally shipped with UPS. My order tracking stated my order was delivered to my front porch by USPS. It was nowhere to be seen. I checked all over my property, checked my mailbox and checked with my neighbors. When a supervisor from guest services finally did get back in touch with me, it took 1.5 weeks, they stated that they checked with the shipping company and it was proven to be delivered so they refuse to resend or refund my money. I am a diamond member and have a nice sized credit card with them. I will never again buy from Ulta and I will be cancelling my credit card!
Reviewed April 21, 2020
I changed my shipping and billing address in my profile before placing my order (it was an old address from 6 yrs ago). After placing my order, I get confirmation that order will be sent to old address. I immediately call, but after 40 minutes with no answer, sent email to customer service detailing the problem. They said they couldn’t change anything once order was placed, but would correct the mistake once the package was returned to them. Such a terrible policy to make customer wait for shipment or refund based on some stranger being honest enough to return the package. However, what could I do? Then today—9 Days Later—I get an email saying they just shipped my order to that address that was deleted from the system prior placing the order.
So I again emailed them and started a chat with a customer service rep., Greta Dianne C. After giving me the same answer I received by email before from Rosa S., I asked her to escalate my complaint, as my husband is furloughed due to Covid-19 and we can’t afford to just throw away $54. She said she would, but they cannot refund or send my order to me. Then, as I was typing my closing remarks expressing hope that they would do the right thing, she disconnected the chat—without any closing remarks/. How cold and unprofessional. They do not care about their customers. I have screenshots of the entire chat and copies of the emails. I was in customer service for years and this is reprehensible.
Reviewed April 18, 2020
Once again, I'm disappointed and will now start shopping at Sephora!!! I ordered my favorite perfume and was to get a $35 value Clinique Pep Start Eye Cream and what I got was a teeny tinge I time sampled .03 fl oz. This is clearly not a $35 value and I'm tired of having one thing after another with this company. And the sad thing I used a $15 gift card that they provided for another screw up on failing to send a product with order, which was also a clinique pop splash extra gift with item chosen, and that free item stated it's a$50 value. So they give me a measly $15 GC in place of the $50 error and then screw up next order with the one time sample free gift with item purchase! Bait and switch. I'm documenting all this, I'm not alone and Ulta can deal with a class action suit! There's been several other issues, but this was my last time!
Reviewed April 15, 2020
Terrible! I ordered 2x mascaras online and found the same mascara with free shipping on Sephora and Amazon's website so I called them to can my order. Then I get an email the next day saying my mascara shipped. So I called customer service only to have them tell there is nothing they can do because my item already shipped. My option was to be refunded for the mascara (not the ridiculous shipping fee). I asked the associate why the order was processed if I had cancelled it the day before and she states “some things slip through the cracks, there’s nothing we can do about it”. The end. I will not be shopping at Ulta again and have filed several complaints about the unprofessionalism behavior with the customer service team and manager.
Reviewed April 13, 2020
I tried to pay off my card twice and in doing so, they still charged me $136.00 in interest and two unexpected charges of $29.00. The error was on their end and still would not credit any of that back. Avoid this card.
Reviewed April 13, 2020
I don’t even want to give them 1 star. Customer service is absolutely horrific. I’ve been a very loyal, diamond member of Ulta. Because of Covid 19 I was forced to evacuate out of my apt and cannot travel back to get the package, nor is the office open. Even under these extenuating circumstances with Covid 19, customer service was appalling. They would not allow me to change my delivery address when the order is still processing. Kevin from Florida in customer service was very rude and unhelpful on both occasions I called. Unbelievable. It’s absolutely ridiculous that now I may not be “approved” for a cancellation? Then I will lose my money, my coupon, my points and the products I was very excited for. I urge you to not shop ulta, especially online. Despite my loyalty to them they did not express the same loyalty to me.
Reviewed March 27, 2020
IF I COULD HAVE RATED 0 STARS I WOULD. I have only dealt with this company twice and that is 2 times too many. The most recent was the worst. First they advertise on their homepage free gifts packages. Different packages for different amounts you spend. When you check out The confirmation after paying doesn't include the free gift. When I called the CS I was told that they ran out of both packages and they could only offer a gift card. The retail value of one package was $75 and the other was over $125. The gift card they offered was only $25. what yes only $25. This is a clear case of BAIT AND SWITCH WHICH IS ILLEGAL! and if you read more reviews you will see this is a standard practice.
Now for the return: When I returned the items from this order with a pre-addressed label sent to me by a CS manager It took me having to call about my refund because it was taking so long and after pay wanted to keep charging me for items that were returned. I was told by CS that they never received my return which was 100% FALSE! I had the tracking confirmation that they had been in receipt of the package for DAYS! After having to prove my case that they were wrong they finally refunded my money to Afterpay or at the time of this review said they were.
This is a very sketchy company to say the least. I had problems with both my transactions. I ABSOLUTELY DO NOT RECOMMEND PURCHASING ANYTHING FROM THIS COMPANY. BBB SHOULD SHUT THEM DOWN. Do yourself a favor and deal with the vendors directly that Ulta sells for. You will most likely get better Customer Service and a positive buying experience all around.
Reviewed Feb. 18, 2020
Dealing with Ulta over the last couple months had been one of the worst customer experiences I have ever had. Ulta used leadership (horrible shipping service) to ship my order to me. Inevitably, my package was lost. At first, I’ve tried to email Ulta to try to come to a solution. Ulta representatives took forever to respond, sometimes up to a week. When they do respond, they don’t answer any of the questions I have asked them, but just say that they aren’t responsible for the order once they have received payment and the package has left their hands.
Since they weren’t answering my questions, I tried calling them. The agent on the phone was nice enough. However, she had no power to do anything and promised that a supervised would call me back “within 48 hours”. It has now been about two weeks and I haven’t got a callback. After looking online, I have seen multiple posts on social media by other Ulta customers that are in the exact same predicament. So if you order from Ulta, just know that there is high chance this might happen to you too.
Reviewed Feb. 12, 2020
I was very disappointed with the level of customer service I received on 2/11/20. After placing a store pickup order last week, I received a notification that it was ready. I had planned to personally pick it up because I thought I would have a break in my crazy work schedule on a certain day, which I found out later was the 5th and final day it would be available for pick-up. I had a work obligation that unfortunately came up on that same day and I knew I couldn't get there.
I sent my husband, who has my same last name, to the store to get the items. The manager refused to let him pick up the order even after I called and verified my husband's identity (as well as mine) with her. She said it was against store policy. I asked her if I could add an alternate contact to my existing order? No. "Could I extend the store pickup dates so I could pick it up myself the next day?" No. She said the order would be cancelled and I would have to place it again. She suggested I try contacting Guest Services to see if there was anything they could do. I reached a phone rep who said she couldn't help me and then I asked to speak with a manager. She put me on hold for a while, and then claimed she couldn't reach a manager.
I then called a different Ulta store to confirm that having my husband pick up the items was against store policy, and the manager said she would have done it without any issue. She, however, couldn't transfer the order to her own store to allow my husband to get it. So I tried Guest Services again. This time the rep claimed she was getting a manager for me, and then disconnected the call. I tried a third time. The rep connected me with a supervisor who said there was also nothing he could do.
I have never had issues like this with any other store pick-ups. Instead of that option being a convenience, it has become the exact opposite of that. Not allowing someone to add an alternate pick-up contact for extenuating circumstances (and actually turning someone away after the person who placed the order verified their identity) is incredibly ridiculous. We're talking about 3 reasonably priced beauty products, not valuable jewels! Also, if that truly is store policy, why did the other store manager explain to me that it is at the manager's discretion whether they allow someone else to pick up an order on someone's behalf? Obviously that policy is not consistent across all stores.
I really like Ulta and have been a Rewards members for a long time, but I will no longer be shopping at that particular store and I won't place any more pickup orders. On the slim chance I buy anything from Ulta again, it will be because other stores like Sephora were out of the products. I really think Ulta should allow the capability for orders to be edited to avoid these kind of issues. Had I been able to add an alternate pickup, extend the pickup date, or transfer it to another store, this issue could've easily been resolved. Until that happens, there is no point in dealing with them.
Reviewed Jan. 27, 2020
On January 23rd, I placed on online order and used the entire balance of my Ulta Rewards points (valued at $17.50). At the time I placed my order, I was unaware that the ship-to address saved in my account was 3 years old. I immediately called Ulta Customer Service and was connected with a friendly representative who said that he could not correct the address, but would request that the order be cancelled so that I could re-enter it online. Keep in mind that I contact Ulta within 2 minutes of placing the order.
Moments later, I received an email from Customer Service stating that my order could not be cancelled, but that I could return it in-store for a full refund. Obviously, this did not address the issue as the items were shipped elsewhere. The next day, I received a shipment notification, which included contact information for the shipping service, LaserShip. I contacted LaserShip directly. Their representative noted that Ulta had not even transferred the package to them yet; they only had a tracking number. However, the LaserShip representative said they would be happy to reroute my order, but only with approval from Ulta.
I emailed Ulta again with this information. To my knowledge, no one from Ulta ever contacted LaserShip. Instead, the tracking history now says that the package was delivered to the old address yesterday. I contacted the rental office for the old address this morning, and their tenant says that no package was delivered there yesterday.
Recap: I contacted Ulta within 2 minutes of placing an online order. Was told it could not be changed, but a cancellation request would be sent. Was sent an email moments later saying the order could not be cancelled. A shipment notification was sent to me the next day (meaning there was ample time to cancel the order the day before). The shipping company confirmed to me that the address could be changed and that they didn't even have the order when I received the tracking number (again, allowing ample time and opportunity to correct the issue). I never receive my order.
So now I've spent my money, my Ulta rewards, and time trying to do the job that Ulta Customer Service should have been doing all along. It is a shame that the Ulta online order process has been so disappointing that my local Ulta store will now lose my business. After years of being a loyal Diamond status customer, I will no longer be spending my money at Ulta. This company should invest some time in your online order processes and the customer service (or lack thereof) associated with it.
Reviewed Jan. 18, 2020
This is the second time that I was attracted to a free gift offer with a purchase from Ulta. After going through and selecting what I wanted to purchase the free gift never appears. Contacting Ulta customer service doesn’t work, either. I am an unsatisfied customer and feel that this is a bait and switch. I was told that I would need to include the free gift when I placed the order. I think they should be able to cancel and redo orders in order to keep customers happy.
Reviewed Jan. 14, 2020
I ordered hair extensions from this company because they looked like something that I have, but at a better price. I ultimately decided against them though, because I felt I didn't need them. The return process has been awful. First off they sent me with no return shipping label in the original package. Then I had to call customer service, which I ended up being on hold for almost 10 minutes because the lady had no idea how to get me a shipping label. Then when I got the label, I went to UPS to return it.
Unbeknownst to me, the only place that I could return it through was the United States Postal Service. Why on God's green earth had I not ship something through UPS is beyond me. They certainly make it very very hard to send things back. Needless to say, even though I am sure the product was wonderful, I will not be shopping here again based on an experience of having a hard time shipping something back because they obviously make it hard for you on purpose.
Reviewed Jan. 10, 2020
I had ordered something thru the website at ulta.com and it was set to be delivered on 1/3/2020. I took the day off on 1/3 to be home to receive my package and my package was never delivered, even though the tracking showed that it had. I emailed Ulta on 1/3/2020 advising them that I had not received my package and an agent responded back on 1/3/2020 stating that my email had been forwarded to a supervisor and someone would reach out to me to get this resolved.
A Supervisor emailed me on 1/5/2020 stating that she would look into the matter and reach back out to me, well she never did even though I had emailed her back. I emailed Ulta again on 1/7/2020 and an agent responded same day stating that a Supervisor was handling my case. Well on 1/9/2020 another Supervisor emailed me stating that since my package was showing delivered, they were not going do anything for me. I am a paying customer and I don't understand how a company could do this. Now I'm stuck paying for merchandise I never received. This is not ok, I was the one having to reach out to the company and at the end they didn't do anything to resolve my issue.
Reviewed Jan. 4, 2020
If I could give this company 0 stars I would! I have been a loyal customer for years and I’m shocked how they handled my situation. I placed a very large order roughly around $130 online. When I submitted payment I instantly realized that it was being shipped to my old address in California where I no longer live. I called customer service within 1 minute, sat on hold for 28 minutes to make sure I correct the shipping address to match my current billing address. The guy on the phone assured me that it will be corrected because I called within a 2 hour window. Later that night I received an email stating that they have already processed my order and it will be shipped to California vs Texas where I now live. I called them instantly explaining my situation that I don’t live in California anymore and all they said to me was that I need to update my address book online. Seriously?!
After I emailed Ulta I received no email back. I had to email them 3 more times explaining that my package is going to the wrong house and that my products are going to be stolen. They didn’t care. All they replied was that I should have updated my address book. So because they refused to help me I tracked down the buyer of my home in California and asked her if she got my box from Ulta. Of course she said she didn’t receive it.
When I explained that the tracking on it said that it was received she then replied with let me look around my house. I told her if it wasn’t found to let me know because I have to file a police report that it was stolen and what do you know she found my open box at her house. Not shocked at all! Thief! She told me that she sent it back to Ulta by post office two weeks ago. I’m still waiting for my refund or anything to be done with my case. Clearly I’m out money but Ulta lost one hell of a loyal customer! I’ll be purchasing everything I need from Nordstrom from this point on.
Reviewed Dec. 31, 2019
I have had issues multiple times but the last few weeks was the worst. I placed an online order that contained a free gift with purchase. The gift was valued at approx $65. I spent the required amount in order to get the free gift. When my order arrived the gift was missing and there was no explanation included. I initially chatted with an agent online who told me the gift item was no longer available and he could give me a $15 credit. I told him I had purchased products specifically to meet the requirement for the gift and if the system had indicated it was not available I would not have placed the order. I asked if I could go to a store and get the free product and was told that was not an option.
I asked if I returned the purchased items if I could get a 20% off coupon which I had used for the original order and was told he could not even offer that. The best he could do was $15 credit to replace a $65 bottle of eye cream I was supposed to receive. I asked to speak with a supervisor and was told I would hear from one in 24-48 hours. During the following 2 week period I followed up multiple times and finally received a call from a supervisor more than 2 weeks after the initial complaint. All she could do was offer a $25 credit. As this is one of many issues I've had with Ulta, I would not recommend Ulta to anyone and I will not spend my money there again.
Reviewed Dec. 31, 2019
I’m so angry. I ordered a gift card for my granddaughter and she never received. I am on social security and have very little money. They just claimed that it left their building so they can’t do anything. They should have some way to track. Now I can’t give my granddaughter anything for Christmas.???
Reviewed Dec. 28, 2019
Never go to the Ulta at Town East Mesquite TX. The employees will loudly talk about the customer while standing at the door. The big ** stupid 6 foot beast and the big fat ** girl will talk bad about customer wondering if products have been replaced that is out. They had the nerve to belittle customers. I don’t mean to belittle them back but they are idiots!
Reviewed Dec. 26, 2019
Ulta does NOT have the customer service you’d expect from a large company. When I’ve needed them (even with Diamond status, they’ve never been able to help & are very unpleasant to talk to). Every time I’ve called, they’ve been unable to help (& rude about it at that). They do not enjoy what they do & are not sorry you’re having any difficulty with them, their site, or products they peddle. I asked to cancel an order accidentally placed for shipping when it should have been in-store pick up. I made the call within seconds, literally, when I’d realized what had happened (if the cart wouldn’t automatically change to shipping when you place another item in it instead of staying on your selection to pick up in-store, this wouldn’t have happened).
Anyway, even though I called within seconds, they were unable to cancel & can only “escalate” to cancellation team who is going to be back with you within 24-hours with a decision on whether or not they’ll “allow” you to cancel your order after they review it. No “cancellation team” ever got back to me. My order was processed & shipped a few hours later. What large corporations does not allow you to cancel an order! There should be a grace-period even if it’s 10 min, just for this reason. I see a lot of complaints. I had to reorder EVERYTHING for in-store pickup & tie up $148 on my credit card. The next call is about another in-store pickup.
On Christmas Eve, I placed an order with my 20% off coupon for in-store pickup. Today, I find out the item is out of stock. I call customer service to see if they’ll honor the 20% coupon on that palette & send it to me. The girl, in SC, was rude, condescending & obviously didn’t care. She could send me a code but it would be expired. Like, what the actual flip, right? You offered an expired code to be rude - no other reason. Then she lied & said I could go in-store & the store would be able to honor the coupon & send it to my house. That’s when I told her she was wrong & misleading & hung up & called the store - where they were much more helpful. They can honor the price with the coupon if the item is in-store but not online. So here’s to hoping it’s there when I pick up my items.
Reviewed Dec. 26, 2019
Be careful if you are ordering an item from this website that claims that it comes with a "free gift". I ordered a product that I would not normally have ordered. It was supposed to come with a "free gift". The order arrived, and the free gift was not there. When I emailed the company about this I was basically told that the free gift did not come with the order because “I did not order it” (in other words… I was supposed to add the free gift to my cart myself). This is not usually the way that free promotional items are handled, and nowhere on the product page does it state that in order to receive the free promotional item... I have to include it on my own order. I will update this review if there is more info.
Reviewed Dec. 13, 2019
I have good credit and I decided to apply for the Ulta Mastercard and was approved for it for $2500. Months later after always paying on time the bank closed my card. I owed them $300 and paid it completely. I still don't know why they just closed my card. I have cards from other banks and with the exception of Paypal I have a 0 balance on all of them and I have 0 late payments history. I was so upset by it that I decided to closed the only other Comenity bank card Victoria's Secret and have nothing to do with them. The fact they closed my account lower my FICO score a few points and was really uncalled for. I wouldn't recommend anybody with 650-730 to have anything to do with them. Banks I recommend are Capital One, Synchrony Bank, Discover and Citi Bank.
Reviewed Dec. 11, 2019
I made an online purchase at about 240p. The guest check-out didn't have an opportunity to apply a coupon code (or not one I could immediately identify). There was no review page and the purchase immediately was processed. I asap cancelled the order via Ulta's webpage. I was informed they couldn't cancel the order because they work so hard to get the products out so quickly. *Baloney*! My shipping tracking shows I won't receive the product for nine calendar days, oh and they won't apply the coupon (even though it's 5 min after purchase). You need me, Ulta, I don't need you. It's just my $40-50 each month, but if you give crap customer service to other people that's going to add up and the only thing that distinguishes you from Sephora, Macy's, or even CVS is your customer service.
Reviewed Dec. 10, 2019
I’ve been at Ulta beauty member for years and I make the choice to spend my money and my purchases with this company. Recently I had ordered an item and it came with a free purchase extra. When I received my item I did not receive the extra free with purchase gift. I called and spoke to a customer service representative who was less than qualified of being a customer service rep and told me I would have a phone call in 24 hours which did not happen. I then sent an email to the company letting them know how unhappy I was not to have received the gift & if they could please send the missing item.
I had just received back an email today stating that I did not choose it and it was unfortunate and I’ll have other opportunities to get free with purchase items. It was not a choice when I made my purchase it popped up on the screen it did not ask me what color or what size or style. I am very disappointed and surprised as a platinum member that they were not Able to assist me with such a simple miss shipped item. What’s the purpose of us having levels of reaching, spending our money if we can’t get the service that we deserve and choose to spend our money online & in the store. Shoppers...I suggest that you look elsewhere and find a store that will support you with your product needs as well as a superb customer service as we all do deserve. Ulta does not seem to respect and assist their platinum members as well as all members.
Reviewed Dec. 8, 2019
I ordered several items on Black Friday. That was 10 days ago. My order is still processing so I tried calling customer service to see what the hold up is. I waited more than 30 minutes before having to hang up because I had a ton of tasks to finish yesterday. Today I called again. I was on hold for an hour before someone finally answered and said "hello" over and over again before hanging up in my face. I called again. This time I was on hold for 45 minutes and the same thing happened again. I sent an email and still haven't received a response. Now I have to sit down and write a handwritten letter to ULTA so I can cancel my order. This makes the fifth time this has happened. My experiences at the ULTA stores have not been any better. The last woman at the eyebrow bar messed up my eyebrow wax (she ripped off half my eyebrow) and ULTA still expected me to pay for the service. Bye bye ULTA. I'm done with your sorry excuse for a business.
Reviewed Dec. 6, 2019
In the past I have had good luck with Ulta online. Recently, I have been extremely disappointed. 11/6/19 they were offering a platinum exclusive beauty bag for spending $150 or more. I bought almost $200 worth of items and was supposed to receive a candle set, my exclusive bag, an Ulta bag and two different Urban Decay freebies. Most of my order showed up but all my freebie items and perfume never made it. I contacted customer service and was told that they couldn’t resend the free items because they were free but yet resent the perfume. It’s very shady practice to offer free items and then not follow through with the order.
The customer agent talked in circles and tried to offer a $25 gift card to make up for the inconvenience. Which I never received by the way. I was so mad that I brought everything back and returned it all. I filled out a customer survey and asked to be contacted about what happened and still have not heard a single word from anyone. I’ve had other issues that I thought were minor but after after reading other reviews it sounds like that maybe they are not so minor. I love my local Ulta store but they rarely offer free items in the store which is why I buy online. I decided to give them another try and so far I’m missing another free item package. I will give it some more time and will update if possible. It’s unfortunate but once my last package arrives I will be canceling my Ulta card.
Reviewed Dec. 3, 2019
When attempting to use my in app coupons at Ulta, I rarely have success. Today, was no different. I spent $35 on three different items, attempted to use my $5 Off $15 coupon and was told the coupon would not work. I was asked to turn up the brightness on my phone screen and check the expiration date on the coupon (it had not expired), all to no avail. The explanation I was given: "Check the Exclusion List online". Which I did. The Exclusion List has approximately 200 items on it! I am done shopping at Ulta. The coupons seem to be like bait and switch.
Reviewed Dec. 2, 2019
I was a loyal member of Ulta’s reward program for years. As a platinum member, I saved up almost 2,000 points ($125) worth of reward points. My priorities changed, and I was spending less on my own products and my status changed to a regular status member. A year went by and my points expired and disappeared without warning. Apparently the notification was listed at the bottom of one of their many many emails sent almost daily. Nothing listed in the subject line to even indicate there was important information inside. Like $125 about to go to waste! If you are platinum or above you keep your points forever. If you are not, then Ulta will be sure to take them right back with hardly any notice. Emailed customer service and received a brief overview of the policy, and that’s it. So frustrating! Make sure you use your points before they disappear!
Reviewed Dec. 1, 2019
Tried placing an order online. Website was having issues. The order never went through but that have placed a hold on my Paypal funds for over 3 weeks and refuse to release the funds. Their customer service is HORRIBLE. Spoke to "Tanesha", claimed to be a supervisor but had no knowledge of the company...including how to reach their corporate offices or who the President of the company is.
Reviewed Dec. 1, 2019
A big thumbs down. I got connected to a guest services representatives on their site to start a return and they basically told me I can return it and get nothing back because I threw out the gift card I had used to pay for the order. They would only do a refund to that card even after telling them I no longer had it. Refused to look up the gift card number so I may actually use it when it was credited back. Refused to give store credit. They were like robots reading from a script. They solved nothing and told me I'm SOL basically. I can't believe a big company like ULTA has such practices, when they even let you return things without a receipt for store credit!!! I have my receipt but they won't even issue store credit because I don't have the gift card I used to pay for it???? Why does that matter and shouldn't an exception be made when a customer has LOST their card instead of telling me to eat the loss.
Updated review: Nov. 30, 2019
Problem solved ! I got my refund! Thank you.
Original Review: Nov. 29, 2019
I ordered on Nov 12, 2019 some items for a birthday gift total value $105.47. The package was shipped the day after on Nov 13. I was supposed to receive this package on Nov 18 but never arrived. I have daily updates from USPS for each and every piece of mail that come to my address. This package never arrived because when I checked on Nov 19 the usps says that the package was sent back to sender due to insufficient address to deliver. This package went back to ULTA beauty. I contacted the customer service on Nov 21 and they start to pass my complaint from a representative to another.
At last a "supervisor" said that the package he believe was received by them since usps have no other updates and if I want to know more I shall contact usps. He also said that they will refund my money right away. I never received an email to confirm the refund of $105.47 so I called the customer service and I told the lady at the phone the story of this package and that I want my money back since the pack never made it and went back to ULTA. She said that a refund was made and I shall receive an email of confirmation within 2 minutes. This call was made on Nov 27. Today is Nov 29 and I have never received that "within 2 minutes email" nor refund on my card. I'm not going to stop till I receive my money back!!!
Reviewed Nov. 22, 2019
Every single time I've gone to Ulta I've been either overcharged, not given a discount, not had my points or rewards applied, or free gift not given. And it doesn't help that none of the employees look like they want to be there or know what they're doing. They hire these high school valley girls who chomp gum and don't smile or anything. The management isn't any better, complaints take forever to get resolved, I've been waiting for my overcharge refund gift card for going on a month now. If I don't get it this week I'll go to the BBB because this type of incompetence is epic.
Reviewed Nov. 12, 2019
Corporate should be aware of the snobby culture in this store!!!! This is a wealthy area and most woman will not shop with the kind of attitude these woman portray. Forgot to say, I'm 67, with a pixie haircut & a athletic build, I'm 5 ft 7 in. I will go to Neimans & get my YSL lipstic .
Reviewed Nov. 1, 2019
I love the holiday shampoo and body wash collection. It's one of my favorites! They leave me feeling super clean and the smell is just great. I think they are reasonably priced as well. Ordered two for last holiday season and they lasted for a long time.
Reviewed Nov. 1, 2019
I can always find a great variety and good pricing when shopping at Ulta. When purchasing from their online store, shipping is always fast. Their customer service is wonderful and stores always clean and well-stocked.
Reviewed Oct. 31, 2019
ULTA is like Sephora for Real Women! I work as a Makeup Artist and I get so overwhelmed when I walk into a Sephora. Ulta has a huge variety and caters to my different movie budgets, everything is clearly displayed and help is wonderful.
Reviewed Oct. 31, 2019
Not enough of a variety on the name brand makeup items. Ie..Kat Von D/Kylie/Urban decay. I especially love KVDs facial products & Kylie’s lipstick products but our location does not carry enough of a variety.
Reviewed Oct. 30, 2019
Ulta has a wide variety of brands and the employees are knowledgeable in helping you find the one that is best for you. I am always impressed with the information I leave the store with. I recommend Ulta as the go-to beauty supply store.
Reviewed Oct. 30, 2019
There is a lot of variety of products when shopping at Ulta. The sales staff are very accommodating. The price is a little high but the makeup seems to last awhile. I like the many different foundations.
Reviewed Oct. 29, 2019
ULTA carries a good variety of products that include drugstore and high-end brands. Their staff seem to be fairly knowledgeable about their products and are helpful. I like that they have coupons that can be used on many items.
Reviewed Oct. 29, 2019
They have great selection, good offers and they deliver on time, I had bought in store and online and I’m very satisfied. I recommend ULTA to my friends and family. Overall I give my high rate in customer service and variety of products.
Reviewed Oct. 28, 2019
I like going to Ulta, it’s in many locations and accessible. They are very understaffed, I have had to wait long periods for help or to check out, that is aggravating and interferes with my time management. Good variety but if they would hang higher signs to where everything is per brand it would make it so much easier to find products.
Reviewed Oct. 28, 2019
I really like Ulta and their cosmetic line. However the store in a whole has too many lines and it tends to get overwhelming. I feel they should keep with the non-discount/grocery store brands and stick strictly with the higher end lines. I’ve worked as a makeup artist and most people will go to cosmetic stores for help choosing the right product because they do have the testers, whereas even in stores like Ulta the lower end brands are not open for testing.
Reviewed Oct. 27, 2019
I love shopping online from Ulta. They offer a lot of bonus items with purchase. I don't like having to spend a certain amount to get free shipping but that doesn't always matter since I buy a lot of items. Also, I wish they carried more of the items that I use.
Reviewed Oct. 26, 2019
Feel loved and important! Has every brand you need! Friendly staff! Great customer relations. Enjoy walking around and looking at all displays and watching people getting beautified. Friendly and know their stuff.
Reviewed Oct. 25, 2019
I placed my first online order via Ulta, a couple of days ago. The shipping was super fast and I received it w/in 3 days! Unfortunately when I received my order, my hair product had a broken cap and appeared to have been used, as the can/bottle had chips in the paint and the cap was broken off w/ no seal. I sent Ulta an email about this and asked that they replace the product, as I paid good money for what I ordered and need to be able to travel with the product (no cap, doesn't allow for that).
I got an automated reply that I would receive a response w/in 48 hrs. Literally, within 5 min. of me sending my email, I received an email stating that a new product and shipment was already processed and would be shipping out to me any time now. Amazing! Such immediate, great customer service! I expected to send my damaged product back to them, but they did not even ask me to do that. Thank you Ulta! I will most definitely place an online order from you again, and will continue to shop in-store as well.
Reviewed Oct. 25, 2019
Each time I have visited an Ulta store I have usually found what I was looking for. The people that work there are usually really knowledgeable of products and or can suggest something similar if that particular products is not available. Cost-wise products are pretty competitive and you get points for your purchases that can be used; after an accumulated amount though. I wish that could be used as you go and not wait for so many points!
Reviewed Oct. 25, 2019
I end up in their store shopping for Christmas presents for the girlfriend. It's a whole new experience for this old retired 60 year old cop to say the least! There are so many frigging products, it would take me a week to read enough labels, and there are some labels I would rather NOT read. The first time I went in the store, my allergies had been bothering me for a few days. I walked into the store, and the mix of perfumes, and other products affected me like pepper spray on a windy day. My eyes burned like they had sand in them, and my throat started closing up! Of course there was a line at the register about 20 people deep. I stood there and chatted with a nice lady in line behind me. She got a laugh out of my discomfort and me wiping the tears out of my eyes.
Then this beautiful lady running the check-out tells me "With today's purchase you qualify for a free robe." She asks me what size and I kind of look down at my chest and tell her "A 3XLT." So she looks at me and says "Not for you!, for her!" The lady who was behind me in line and several others were all now laughing hysterically. I don't remember what I told the clerk, but I ended up with a robe and getting out of the store quickly. It took a while out in the fresh air for my pepper spray treatment to wear off!
Reviewed Oct. 24, 2019
Ulta carries a large amount of different brands of cosmetics and beauty tools. They also have an extensive stock of perfumes as well. Their supply varies from inexpensive cosmetics to your higher-end supplies that you'd normally have to go to a department store to purchase. They also will give you a refund if you find that your purchase isn't to your liking. Their selection on hair tools is amongst the best around. Ulta offers a full-service hair salon in the back of the stores. About the only dislike I have is not being able to use their coupons on selected items. Overall, Ulta is near perfect!
Reviewed Oct. 24, 2019
Ulta allows me to shop for my different brands in one place; makeup, hair care, skin care, perfume, etc., which is very convenient. The pricing is on point and the rewards program is an added bonus. The added coupons and gifts with purchase are a bonus.