Complaints

• Initial Complaint

  02/05/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Ive been having this issue of not being able to place an online order for a year now. I tried to be patient with them but I feel like I had to resort to this. They keep gaslighting me to think its on my end. Card number is wrong,cover or billing address. When I know for a fact they banned me for no reason at all or wouldnt even tell me why. I spend too much money there to be treated this way.

  

  Business response

  02/06/2025

  Thanks for the opportunity to respond to ***** ******** complaint regarding online ordering. 
   
  In order to resolve the matter for ***** ****** we have resolved their concern and followed up directly to the Guest to confirm. We truly apologize for the inconvenience the matter has caused. 
   
  Best ************************* Advocate

  Customer response

  02/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened a credit line with an Ulta Beauty MasterCard in November, 2024. Since then, I have been literally FIGHTING to get my Ulta MasterCard linked to my already existing Ulta Rewards Account. I am supposed to be getting points for purchases I have already made, and a sign on rewards for spending a certain amount in the first 90 days. NO ONE in this company can seem to help me do so. I have been given the run around over the phone and through emails for weeks. Each time I get a reply for an email, it is a new employee giving me some generic line about how to manage my card. I think they are scamming customers into opening credit lines with them, and then having no intentions of giving the rewards that are promised when they do so.

  

  Business response

  02/03/2025

  Thanks for the opportunity to respond to ********* Wilson complaint regarding their Ulta Beauty Rewards Credit Card. 
  
  In order to resolve the matter for ********* Wilson we have escalated this matter to our internal teams. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer response

  02/04/2025

   
  Complaint: 22883927
  
  I am rejecting this response because: I was told 10 days ago this had been escalated to internal teams and they have STILL not resolved my issue. You can see from my attachments that since I was told this had been escalated, I sent screenshots of my card. Then they wanted a picture of the mail confirming my card had been approved. I don't have mail from December of 2024 just laying around, and plus I was approved over the phone, not by mail. After sending additional info, I was responded to by another employee, starting over with the generic customer service response. I don't see why they would need anything besides my Rewards ID and my credit card number. This is a continuous cycle of pushing me around with no answers and no resolutions.
  
  Sincerely,
  
  ********* ******

  

  Business response

  02/05/2025

  Thanks for the opportunity to respond to ********* ******** complaint regarding their Ulta Beauty Rewards Credit Card. 
   
  In order to resolve the matter for ********* Wilson we have ensured that the card is now reflected on the correct Loyalty account. We truly apologize for the inconvenience the matter has caused. 
   
  Best ************************* Advocate

  Customer response

  02/06/2025

   
  Complaint: 22883927
  
  I am rejecting this response because: I have been told it will take up to 14 days for ME to be able to see the change, and see that my points for purchases made since the card was opened have been applied. I'd like to keep this case number active until I see such results.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  01/31/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Place order # M145773115 on Jan 19. Tracking number for *** shows that *** never received the item. I called in and told I had to wait 5 business days, so I waited 5 business days. I called again and was told I had to wait 8 business days, not 5. I waited until the 9th business day, today, and they refuse my refund. I was told they'd get back to me. I've already purchased the products elsewhere, and I would like my money refunded.

  

  Business response

  02/01/2025

  Thanks for the opportunity to respond to ***** *****' complaint regarding the requested refund.
  
  In order to resolve the matter for ***** we have verified a refund was initiated for the guest 1/31/25, which may take 3-5 business days to process. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  Customer response

  02/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company keeps sending marketing emails promoting a "gift" and they give you a few hours space time to "get that gift" with a purchase. The last two times I've bought what they ask to buy to get the gift they email you back after you finalized the purchase and tell you "the gift is out of stock" but you already made the purchase and they are protecting themselves by using the loop hole that states "gift only available until it's gone" but even if it's "gone" the page allows you to make the purchase with the gift added. If it's out of stock or "gone" why doesn't it tell you before you make the purchase to let you choose if you want the purchase after all. If you, like me, we're making a purchase just to get the gift, you might now want to proceed with the purchase after all if you aren't getting the gift. Then, after i contacted customer service to tell them to cancel my order they said I had to do it within one hour of making the purchase but I was not notified about the gift being "gone" until 2 hours later, so basically they found a way to get you to purchase without giving you what they are promoting. Fake advertising at its finest and this needs to be seriously looked into.

  

  Business response

  02/01/2025

  Thanks for the opportunity to respond to Victoria ***** complaint regarding their order.? 
  
  In order to resolve the matter for ********, we have sent them a direct message via email. We apologize for the inconvenience this has caused you. 
  
  Best ******************************** Advocates?
  
  

  Customer response

  02/03/2025

   
  Complaint: 22876010
  
  I am rejecting this response because:

  After submitting the initial complaint the only email I received was an offer of a $20 USD gift card that does not fix the problem or the ongoing faulty marketing strategy. 

  Just like myself, alot of other customers were promised that pistachio green mini tote and didn't receive it because the company only had a certain amount and therefore should have only accepted that same amount of purchases or transactions to make sure every transaction would get a tote, but instead they allowed numerous transactions to continue and ship without the green tote. I ask that the business discontinue that fake promise from now on and only allow a purchases to be made when the gift is available for fulfilment to prevent in the future what happened to me.

  
  Sincerely,
  
  Victoria S

  

  Business response

  02/04/2025

  Thanks for the opportunity to respond to ******** ******* complaint regarding the free gift from their order being out of stock. 
  
  In order to resolve the matter for ********, we have sent a private message apologizing for the inconvenience and providing them with an appeasement for the inconvenience. At this time Ulta Beauty considers this matter closed. 
  
  Best ************************* Advocate 

  Customer response

  02/05/2025

   
  Complaint: 22876010
  
  I am rejecting this response because:

  ULTA is no longer interested in solving the problem 
  
  Sincerely,
  
  Victoria S

• Initial Complaint

  01/29/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have a refund check coming. I have spent hours of my time trying to get my money. I was told my check was mailed and call back if not received on 1-28-2024x Called 1-29 and was told it has not been mailed. They have all lied to me on the 10 phone calls I have made. Cant even talk to anyone at the corporate offices. Talking to people out of the ************ and getting nowhere. I was told today by a guy named Aris and said it was mailed. Then said sorry misspoke it has hasnt been mailed. They are stalling. I just want my money.

  

  Business response

  01/31/2025

  Thanks for the opportunity to respond to ***** Brown complaint regarding their refund. 
  
  In order to resolve the matter for ***** Brown we have confirmed the check was mailed and Guest was advised of timeframe of 7-21 days. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer response

  02/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  01/27/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am reaching out because without explanation they froze my account to where I cant place any orders online and I would like for my account to function and be able to place orders online

  

  Business response

  01/29/2025

  Thanks for the opportunity to respond to ********* ******** complaint regarding online orders. 
   
  In order to resolve the matter for ********* Romero we have confirmed with the Guest that we received a charge dispute related to a prior order. At this time we will no longer be able to accept their online order request(s) on **************************
   
  Best ************************* Advocate

• Initial Complaint

  01/27/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 12/01/2024, I placed an order online at ************************** to pick up in-store at their location at ******************************************************************************************************. I paid $32.91 using an e-gift card. Ulta has a very strict pick-up window for online orders; I was unable to pick up the order by the deadline, so they cancelled my order on 12/07/2024, but I still have not received my refund. In the last six weeks, I have called and emailed their customer service department numerous times to get my money back, but I keep getting the same response, that they are investigating the issue and will provide an update as soon as they have a resolution. But it has been more than six weeks now and I still don't have my refund. I don't know how else to get my money back.

  

  Business response

  01/29/2025

  Thanks for the opportunity to respond to ***** ********* complaint regarding gift card. 
   
  In order to resolve the matter for ***** ******* we have confirmed that the first order was cancelled and charges were refused and the $32.91 from the gift card was used successfully in store by the Guest on 12/6/24 so no additional refund is owed. We truly apologize for the inconvenience the matter has caused. 

   
  Best ************************* Advocate

• Initial Complaint

  01/27/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On November 16, 2024 my Ulta online account was hacked and all my points were taken. I contacted Ulta and they resolved the issue and refunded my points and had me update my email and password. Great. Ever since then I have not been able to check out on their website AT ALL. No matter what card I use I get the same error message. Ive contacted Ulta on several occasions and I just get the run around telling me to contact my bank. I have shopped on their website in the past with absolutely no problems using my Ulta credit card and now I have not been able to use their website for the last 2 months. I have checked multiple online forums and a lot of people are having the same issue. I need this resolved as soon as possible.

  

  Business response

  01/28/2025

  Thanks for the opportunity to respond to ******** ****** complaint regarding online ordering. 
  
  In order to resolve the matter for ******** Reed we have escalated this matter to our internal teams. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer response

  01/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  01/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My fiances grandmother purchased some Ulta gift cards for my fiances birthday. The gift cards totaled $60. Ulta is claiming that the gift cards are not activated. Their customer service will not assist me with the issue and have hung up on me multiple times. Obviously $60 is too small to carry out a lawsuit over. But this is quite literally theft by this company. Their refusal to help only makes it that much worse.

  

  Business response

  01/27/2025

  Thanks for the opportunity to respond to *** ******** complaint regarding their gift card. 

  In order to resolve the matter for *** ****** we have reached out directly to the Guest to assist. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered some products from Ulta Beauty January 9 and it was supposed to be delivered January 13 unfortunately my package was sent back to Ulta due to it being undeliverable. tracking number for the order that was sent back is *** 1ZR00W11YW00163582. I contacted Ulta customer service on January 13 and was told a refund would be issued within 48 hours along with an email confirming my refund. After waiting the amount of time specified and not receiving the email confirmation, I again contacted customer service at ********************** on january ********************************************************************* a return authorization code T132435270 along with an email stating that my refund had been processed and should receive it within 3-5 business days.. I still have not had a refund sent to me and its been over 5 business days. According to the email i was sent since i used a giftcard to pay for the products i should have received a digital giftcard as refund but so far i have not received anything.

  

  Business response

  01/26/2025

  Thanks for the opportunity to respond to ***** *********** complaint regarding her missing refund.
   
  In order to resolve the matter for ***** we have sent the gift card to her on 1/26 and she should receive it within the next ***** hours. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩