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Ulta Beauty
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1.4 434 Reviews

Ulta Beauty Complaints Summary

49 Resolved
384 Unresolved
Our verdict: With Ulta Beauty's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Ulta Beauty reviews & complaints 434

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Newest Ulta Beauty reviews & complaints

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3:59 am EDT

Ulta Beauty poor management

I am new to the makeup world as well as California. I have only been to Ulta a few times, each time a pleasant and informative experience with Israel. Today she wasn't there and Andrea asked if I needed any help. She was from the east coast, she knew about the products, she knew what I was looking for and tips to help me with my makeup problems. I've always felt comfortable getting help in the store when it is available. I was looking forward to buying a whole new makeup and skincare routine until today. I felt as though I was being watched, and that I was not a value to the store. Not only did this manager walk between us during our conversation I'm assuming to hear what we were talking about. I overheard her say that if I wasn't spending any money then Andrea needed to get away from me and help someone else. This was not only rude but disappointing to know this is how employees are treated. I understand if we had been talking for a while, which was not the case I wouldn't want to take up too much of her time. I left after this I didn't feel comfortable and refuse to spend my money somewhere that I am not welcomed. The store wasn't busy when I came in after work. I have never been treated this way, and never expected to be treated this way in what became one of my new favorite stores. I will no longer shop at the Pinole store because of this.

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1:49 pm EDT

Ulta Beauty store manager

I went to pick up my online order today and was promptly told by the sales person that my order went back on the shelf. Two issues I have with this, first when I ordered the product on-line on 7/14 the email the confirmation email did not state that the order had to be picked up by a certain time. I had stopped at the location earlier in the week 7/17 to pick up but did not have the email with me (this was the first time I had used the service and was not as prepared as I should have been...that is on me. second issue, the sales clerk did not tell me when I was at the store in the middle of the week that I would need to pick it up by any particular date. I was frustrated at the store today, so the sales clerk (who was helpful and sympathetic) called in the Manager, Morgan. Wow, what a piece of work she is. condescending to the 10th degree, she told me that I should look at my email, was not willing to pull up my order so I could repurchase the items all she could say very robot like was your order has been cancelled. (I do not have access to my personal email on my work phone). I am a Platinum member, which one would think would allow you at least some decent customer service. I spend hundreds of dollars at this location in a year. I will never shop at this location again. Morgan is not a manager I would want working for me. Morgan needs more training in customer service, even when the customer is wrong they are right and you NEVER let them walk out of your store upset when you could fix it. It is likely that after my rewards are spent I will rarely shop at Ulta again choosing to go to Sephora for my needs. Good luck Ulta, I hope the quality of your employees improves. I would like to have the products I ordered for the price purchased and an apology for the way I was treated in the store by Morgan.

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4:20 pm EDT
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Ulta Beauty bad in store customer service

Today 7/9/2019, I visited the Ulta store in River Forest and asked an employee "Can you please tell me where this product is located?" (WOW product). She looked at me and said "Oh we don't carry this product. I knew she was lying because I have purchased the product there before. I then asked if Ulta carried the product in the past? She said no we have never had that product. I said forget it I will find it myself.
A young man saw me and said "Can I help you find something? " He was kind enough to help me. On my way to the cashier, I showed the lady that did not help me that I found the product. She said Oh yea! My question is why are people working there if they are just going to stand around and talk to each other. I am a Senior Citizen and there are other places that I can spend my $50 - $100. Are these employees supervised at all, ever? That might be the reason that the store is always without customers.

These employees should not be without supervision.

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7:01 pm EDT
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Ulta Beauty sending an online order I tried to immediately cancel due to incorrect address

at least 2 hours of calls and up to 5-6 calls ended with the products being shipped out to an address that expired 6 years ago. after calling within 10 minutes and being told the shipping department would be sent a message to cancel-nothing was done and an order for just under $225 is going to an address not associated with me.
This company is the worst I have ever dealt with and will cancel my association if I ever get any resolve-as I have also contact the Master Card associated with it-and they do not understand the policies and procedures either.

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11:34 am EDT
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Ulta Beauty complaining about the general manager working at the ulta in buford georgia

Today's date is 07/08/2019 and I went into the Ulta in Buford Georgia to exchange a $50 product that exploded on me for a new one that resulted in me dealing with the general manager named Kevin who was not wearing a name tag so I had to ask what his name was and he specified that he was the general manager, he was African-American and gave me the worst attitude I have ever dealt with in my lifetime of shopping at Ulta. I am a premium card holder here at Ulta I do purchase a lot. To be treated with such nonsense and to have words mumbled underneath his breath about me was totally uncalled for when I had zero attitude with this guy all I was asking was for a new product because the one that I spent $50 on exploded on me. He also made me go back and get the product and then ended up following me back there without me even noticing and yells across the store "GOT IT" so I walked back there with my child for no reason whatsoever? He mumbled under underneath his breath that I was "snobby" and I may have caught an attitude as soon as he was disrespecting me? Wouldn't have you when you go to your favorite store to put even more money into it and have never dealt with something like that at that store before? I don't know who gave him the position to be a general manager but he sure as hell feels way too entitled and you need to reevaluate who you have working for you.

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6:42 pm EDT

Ulta Beauty hair salon

I went in to have blond put in my hair with highlights and lowlights I came walking out of that Salon with my hair looking the exact same way as it did when I went in! Brown hair! Very little lights in it and I paid $160! And no one person can tell I had it done. I said to my family. Do u like my hair. They said well what did u do to it!?!? 160.00 for that service!

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2:30 pm EDT
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Ulta Beauty free gift with purchase

I was shopping at the Desert Ridge location in Phoenix AZ yesterday. My daughter and I had gone in to purchase hair care and cosmetic items. All over the store there are these "Free gift with Purchase" signs. Get to the counter and pay for our merchandise...no free gift. "Oh, we are all out of those"...next item, "Oh, we are out of those". This is ridiculous. If you are going to advertise there is a free gift with purchase, you ought to honor it. If not, take the signs down off those products. This is, FALSE ADVERTISING!

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2:01 pm EDT

Ulta Beauty ulta employee complaint

Ulta customer service,

I was shopping for a fragrance today, and the perfume I was hold to buy, the alarm happened to go off. An employee walks over and I asked her if she could please turn the alarm sound off. The employee responds by saying "I will just take it up and leave it at the front" which was fine, but she didn't listen to what I asked her, which was to turn off the alarm so I can continue shopping. Long story short, the same employee who took the fragrance I was purchasing ended up ringing me up. First of all, please have your employees "try" to at least they somewhat like their job and like working with customers who have the same interest as they do. If certain employees are unhappy and do like working with customers in a civil manner, then those should be reevaluated and find out why they are working with In a customer service field to begin with beside just needing a job. Do something you love! I ended up purchasing 2 fragrances and the employee could not even say thank you at the end of the transaction. I know many students who are in high school that would teach that employee who is about 20-30 on how to appreciate the job and most importantly provide great customer service. Shame on her, this was the second I have ever been to Ulta and so far no good on the service. #donthirejustanyone #poorcustomerservice #dowhatyoulove

I even opened up a Ulta credit card for this service?

Rachel cedillos

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10:30 pm EDT

Ulta Beauty salon

While there are a few decent stylists at Ulta, don't be fooled by their designer levels. The higher the level, the more experienced the stylist and the more you will pay.
It is so not worth it. My hair is damaged and nothing like what I continued to ask for. I felt pressured to pay and tip as to not cause conflict and I regretted it immediately. However I will never use this stylist again. Do your research ladies & gents. Buyer beware!

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7:48 pm EDT

Ulta Beauty customer service

I placed an order online for a buy two get one free product. I placed the two items in my cart and checked out unaware that I needed to place three in my cart to get the one free. I immediately realized what I had done once I read my receipt and called the customer service number on the receipt. I received the e-mail for the order at 11:20 this morning. At 11:22 I called customer serviceto get this order corrected. I did not want to cancel the order, just wanted to get the free one. This is the reason for placing the order with you and not purchasing elsewhere. I was advised that I should have put 3 in the cart to get the free one. I was told that they would have to cancel the order and could not adjust the order. I was told that she would have to send the request to the warehouse to get it cancelled. I was still on the phone when she stated that the request was made and hopefully they could get it cancelled so that I could place the order correctly and I would receive an e-mail. At 11:42 I received an e-mail stating that they could not cancel the order. I only wanted to have the order CORRECTED, not cancelled! But I could return the product at my expense. Really, really poor customer service. The warehouse did not have the order filled and picked up or sent out to the Post Office in 2 minutes. Even Amazon is not that fast. I will look elsewhere for my beauty products. And, when I took my marketing classes in college, I remembered that my instructor said customers having a good experience usually tell 3 people. Customers with a bad experience will tell AT LEAST 10 people. 10 lost customers. How sad for one sale.

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11:04 am EDT

Ulta Beauty shipping

I'm just about done shopping at Ulta! Specifically says pay 16.95 for UPS next day air... well guess what? If you pay for next day air as it says and receive the next day, You don't get it till 3 to 4 days later and they don't even ship UPS next day air! They use a company called United delivery services which is slow as molasses and ULTA WILL Constantly lie!

NOT TO MENTION! The representatives in the store, getting a big kick back for their department and they will tell you anything and everything to get you to buy their line that they are representing... I've gone home in tears basically and I'm tired of it

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12:36 pm EDT

Ulta Beauty nicole whom I believe to be a manager

I have never had a possitive experience with this lady and today I had enough. She constantly rolls her eyes, avoids costumers and I've never seen a manager so rude to her own staff in my life; she speak to those poor girls with an apathetic condescending approach, I had to leave. It was difficult for me not to say something today when she was speaking to one of her employees she does not have good communication skills is not uplifting and and treats costumers like she's working an assembly-line completely unqualified to lead and teach people under her.

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5:05 pm EDT

Ulta Beauty in store customer service

Good afternoon. First let me start by saying that this is something I never do, I always want to see the good in people and look for the good everywhere I go. But this has been going on for a while and I feel you need to know whats going on in your stores. I went into the bakersfield, ca store yesterday and had an issue. First let me say that I have been a loyal ulta shopper for a while now and this last year have dreaded going into the store in bakersfield due to the snobby sales team. I am never helped and when I approach someone for help they act like it's an inconvenience. Yesterday 3/31/19 was the worst experience I have had. I received 2 emails in march to come and redeem my birthday gift. The email said it was the whole month of march that I was able to do this. The fine print said the birthday reward expired 3/31/19. When I went to check out that day 3/31/19 I informed the cashier, jolynn that I wanted to redeem my birthday gift. She said I needed the email. I attempted to find the email on my phone and in the meantime showed her my id. She then told me I could only redeem my birthday gift in the week of my birthday. I asked her which email address the email would be coming from and she said ulta. (ulta sends me emails from several email addresses). As I am looking the woman next to me checking out also tries to redeem her birthday gift, her cashier asks my cashier why wont the bar-code for the gift come up and my cashier tells her that she is to late, her birthday week has expired. She again told me I was only able to redeem my birthday gift in the week of my birthday, which is 3/19 and that the email was sent to me on my birthday (which it was not). She was not trying to help us in any way. She was completely rude and snobby. I was embarrassed beyond belief, as this conversation was held in the front of the store by all the customers in line and other employees. She did nothing to help me or the other lady. She rushed me along and I asked for her name and she told me jolynn and that she was the co-manager. Wow! I would think the co-manager knows the guidelines of the birthday gift reward and would especially be the person to try and help you! Not give you false information and shew you away. On top of that, I did not receive my 2x birthday rewards. I love the make-up and variety at ulta. But the employees have me hating to step foot in there. I don't know if I will return or not, but I thought someone should know how horrible the customer service is in the bakersfield, ca store.

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8:55 pm EDT

Ulta Beauty my reward points

I have been a Rewards member for years. Ulta created a point system that DOES NOT WORK! They mislead customers into purchasing products from their store to ensure that the customer will then create points as a reward.

Ive bee a platinum member for some time and have no idea I was reduced to what customer service call bronze and to now "Regular" rewards customer. I have hundreds of point that I was unable to use. When I first signed up to the reward program I was advise my points didn't expire. I just found out in fact since I am now a regular reward customer all the point I populated ARE GONE!

I first questioned this when I went into a local Ulta store a couple of months ago when I tried to purchase some items back in Oct 2018 and was advise I have NO POINTS? I was shocked, customer service then told me my point may have expired and was advised to call customer service.

Today, March 12, 2019 I took 1 hour of my busy schedule to call customer service. I gave customer service my Reward #[protected] and they looked up my account. I was told since I was no longer a Platinum member my point expire every quarter? How would I know that? I was never informed how this point system works. I spoke to Pina whom is Escalation Supervisor in Guest Services department and was told the policies are listed on the bottom of their website?! I was told once my point expire I CAN NOT redeem them? I requested escalation to a manger at this point. I spoke to Karey whom is a Manager in Guest Services department and he also advise it was my responsibility to basically research their policies. I have no idea that I was no longer a Platinum member. Per my discussion with Karey I explained this is not fair for ULTA to create this changes and NOT inform the CUSTOMERS! This is a bait and switch! I get emails all the time from ULTA and NOT ONE email states when my point expire. My last email dated March 23, 2018 shows my current point iao 579 points with Redeemable point iao $17.50. In this email its DO NOT STATE POINT EXPIRE! This is unfair practice of ULTA and a bad way of business. I am not happy at all with ULTA and looking to cancel my account and only purchase from their competitor Sephora. Ive been with Sephora for about 20 year and have over 1, 000 redeemable points that DO NOT EXPIRE.

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12:52 pm EST
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Ulta Beauty worst customer service experience

By far the worst Ulta I've ever been to. I was half heartedly greeted by the staff who had nothing else to do since it's 1:30 on a Wednesday afternoon. I had to approach an employee who seemed to not want anything to do with me since they all went out of their way to avoid making eye contact with me. I informed her that I was looking for makeup to cover my tattoo and stated I needed to do a color swatch. She walked me over to a particular brand and proceeded to show me the darkest shades they had. She didn't even inquire where my tattoo was nor did she even pay attention to my actual skin tone. The shades shown were 5 shades darker than my actual skin tone. How does one assume I need the blackest shade available? I informed and displayed to her my forearm which is fairly light. She picked up a shade and squeezed it on my arm. I had to blend it myself. I wasn't given an explanation on how to use it or anything. I said "this may be the shade", before I could even finish or figure out what I truly needed, she picked up the box so I could purchase it and walk away. After I continued to blend by myself, I discerned the shade she showed me was incorrect. I had to clean off the makeup to try another shade on my own. I looked for another employee, most of them avoided eye contact with me. All I needed at the point was some tissue to clean my arm off. I proceeded to swatch my own arm for about 20 minutes. During that time I observed other female consumers who came in after me, and look nothing like me, receive outstanding service, from color swatching to alternative brand options. I guess I wasn't good enough to receive the same service. I assume restocking the already filled counters was more of a priority. You would think that people who choose to work in a cosmetics store would JUMP at the opportunity to assist consumers with their cosmetic needs. I know I did when I worked as a makeup artist for a highly reputable brand. Maybe my red locs, brown skin and forearm tattoo was off putting, I'm not sure why my experience was worse than the other shoppers inside at the time but what I do know is Ulta will not receive any business from me. I will also post this to all of my social media accounts so others who look similar to me know that they will more than likely be treated the same way.

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1:50 pm EST

Ulta Beauty employee interaction with customers

I shop at Ulta because of the good deals, the points and the coupons. The complaint is in regards to employees who never seem happy in Ulta. Please remind your employees that if they are going to greet customers as they walk into the store, to greet ALL potential customers, not potential customers who only look like THEM! This is consistent at all Ultas. God forbid you ask an associate a question! They all seem so bothered. It's really draining as a customer. Please have them stop the poor interaction immediately. Thanks for your immediate attention to this matter. Also, please keep the NYX area well stocked.

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8:15 am EST

Ulta Beauty lack of service

I was called this morning from the salon I have made two appointments for now and was cancelled on AGAIN! I am new to the area and have been trying to get into this location for a couple months now. After the first time of someone calling and cancelling on me because they were "preganant and not feeling well, " I tried to give it another shot and got the same result. Someone called and stated that the gentleman who was going to cut my hair was "sick". That's two strikes and I'm done. There was no reasonable solution to provide service for the inconvenience. This is very upsetting. The Glen Allen, VA location would never treat me this way and had always given me great care. I will never try again at this Harrisonburg, VA location.

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10:50 pm EST

Ulta Beauty an employee

There is a certain Employee and the Broken Arrow, Oklahoma store who is absolutely out of line. My son is homosexual, we have never raised him to be ashamed of himself for who he is. Alora, the employee, made certain comments about "gay people" that just completely caught me off guard. I adore Ulta and spend thousands, I can't believe they hired such a homophobic person when half of the beauty industry is "gay". I will not be going back to that store until she is gone. If she could say such a disrespectful thing to my face, I wonder what she says behind backs! What a horrible way to live.

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Sulphur7
, US
Dec 23, 2018 3:19 pm EST

You should secrely record her with your cellphone.

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2:39 pm EST

Ulta Beauty hair and manager

I was in the salon one week ago. The person that did my hair changed the color of my hair after she said she was only going to put a clear gloss on. I had other appointments scheduled and I received phone call from nicole the manager that accused me of swearing at the stylist told me I wasn't welcome back and cancelled my appointments that I had. I told her why is she accusing me of something she wasn't there and she should ask me what happened. She told me she wouldn't subject her stylist to me. I am an extremely good customer at ulta and I am being being falsely accused and I feel the stylist is prejudice because I was speaking a different language and she commented on this several times. The stylist should've apologized to me for changing my hair color when she said it was clear gloss. I still tipped her 20% and had other appts. I just never intended to use her for color services again. I deserve an apology from the stylist and the salon manager

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11:06 pm EST

Ulta Beauty dermablend flawless creator

I placed an order online for Dermablend flawless creator and received a product. I ordered 43N but I received 43W. I tried to go in store to exchange but they did not have the shade 43N. I called costumer service and they were very apologetic and said they would re ship the product at no charge and they did. The product arrived for the second time and again they sent 43W. I called them back again and explained that they had sent the wrong shade 2 times in a row. The lady apologized and said she would make a note to make sure their werehouse was aware they sent the wrong shade twice. I received the product for a 3rd time and they sent 43W instead of 43N. At this time I was fed up and just asked for a refund which they gave me. I can see making a mistake once MAYBE twice but 3 times in a row? That's plain careless! Very disappointed. I really wanted that foundation.

Below are pictures of the shade 43N which is what ordered and 43 W which is what they kept on sending me.

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Ulta Beauty In-depth Review

Website Design and User Experience: The Ulta Beauty website is well-designed and offers a user-friendly experience. The layout is clean and organized, making it easy to navigate and find products. The search function is efficient and provides accurate results. The overall design is visually appealing and enhances the shopping experience.

Product Range and Availability: Ulta Beauty offers a wide range of products, including makeup, skincare, haircare, and fragrance. The selection is extensive, with both high-end and affordable options available. The website provides detailed product descriptions and customer reviews, helping users make informed purchasing decisions. The availability of products is generally good, although some popular items may occasionally be out of stock.

Pricing and Discounts: Ulta Beauty offers competitive pricing on its products. There are frequent discounts and promotions available, allowing customers to save money on their purchases. The website also has a dedicated "Sale" section where users can find discounted items. Additionally, Ulta Beauty offers a rewards program that provides further discounts and exclusive offers to loyal customers.

Customer Service and Support: Ulta Beauty provides excellent customer service and support. The website has a comprehensive FAQ section that addresses common queries and concerns. Users can also contact customer service via phone or email for personalized assistance. The response time is generally quick, and the staff is knowledgeable and helpful in resolving any issues or inquiries.

Shipping and Delivery: Ulta Beauty offers reliable shipping and delivery services. The website provides various shipping options, including standard, expedited, and international shipping. The estimated delivery time is provided during the checkout process, ensuring transparency for customers. Orders are typically processed and shipped promptly, and tracking information is provided for easy monitoring of the shipment.

Return and Exchange Policy: Ulta Beauty has a flexible return and exchange policy. Customers can return or exchange products within 60 days of purchase, either in-store or by mail. The website provides clear instructions on how to initiate a return or exchange, making the process hassle-free. Refunds are processed promptly, and the customer is notified via email once the return is completed.

Loyalty Program and Rewards: Ulta Beauty has a highly rewarding loyalty program. The Ultamate Rewards program allows customers to earn points on their purchases, which can be redeemed for discounts on future orders. The program also offers exclusive perks, such as birthday gifts and access to special events. The rewards program is free to join and provides great value to frequent shoppers.

In-store Experience: The in-store experience at Ulta Beauty is enjoyable and convenient. The stores are well-organized and stocked with a wide range of products. The staff is friendly and knowledgeable, providing assistance and recommendations when needed. The stores also offer beauty services, such as salon treatments and makeup consultations, enhancing the overall shopping experience.

Beauty Services and Expertise: Ulta Beauty excels in providing beauty services and expertise. The website offers detailed information about the various services available, including salon treatments, skincare consultations, and makeup application. The staff is highly trained and skilled, ensuring that customers receive professional and personalized services. The expertise and guidance provided by the beauty experts contribute to a satisfying and fulfilling beauty experience.

Social Media Presence and Engagement: Ulta Beauty has a strong social media presence and engages with its customers effectively. The brand actively maintains accounts on popular platforms like Facebook, Instagram, and Twitter. They regularly post updates, product recommendations, and tutorials, keeping their followers informed and engaged. Ulta Beauty also interacts with customers through comments, messages, and giveaways, fostering a sense of community and connection.

Overall Rating and Recommendation: Ulta Beauty is a highly recommended beauty retailer. The website offers a seamless shopping experience with a wide range of products and competitive pricing. The customer service is excellent, and the shipping and return policies are customer-friendly. The loyalty program provides great value, and the in-store experience is enjoyable. The beauty services and expertise offered by Ulta Beauty are top-notch. With its strong social media presence and engagement, Ulta Beauty is a trusted and reliable destination for all beauty needs.

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+1 (866) 983-8582

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