Complaints

This profile includes complaints for ULTA Beauty's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  ULTA Beauty

  1000 Remington Blvd Ste 120 Bolingbrook, IL 60440-4708

  
• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  2841 Countryside Dr Turlock, CA 95380

• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  3591 N. Freeway Blvd Sacramento, CA 95834

• 

  Ulta Salon, Cosmetics & Fragrance, Inc.

  4803 concord pike wilmington, DE 19803

• 

  ULTA Beauty

  12715 Citrus Park Drive Tampa, FL 33625

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to order online with Ulta. My order will not go through. Problem with card. Called bank and no problem with cards. I even opened a Ulta ********** and still having the issue. **** into store and made purchase, but one of my items need ship to home. When placing that order it said it could not verify my account. My address is blocked. I added my mothers address and it went through fine . keep calling CS and they state they will escalate and still not resolved. Ive called ,emailed and chatted. I have to repeat whats happening with my account and I get same nothing.

  

  Business Response

  Date: 04/23/2025

  Thanks for the opportunity to respond to **** ******* complaint regarding being unable to place an online order.
  
  In order to resolve the matter for **** we have shared the guest will remain unable to place an online order due to a confirmed chargeback. We have invited the guest to shop in-store for their needs. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23231612
  
  I am rejecting this response because:
  I had one lost package that resulted in a charge back over five years ago. The ban my address. I did not receive package, maybe they didnt send. I 
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 04/24/2025

  Thanks for the opportunity to respond to **** ******* complaint regarding being unable to place an online order.
  
  In order to resolve the matter for **** we have shared the guest will remain unable to place an online order due to a confirmed chargeback. We have invited the guest to shop in-store for their needs. We truly apologize for the inconvenience the matter has caused. 
  
  Best Regards, 
  Guest Service Advocate

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23231612
  
  I am rejecting this response because: Ulta should be blaming shipping/mailing company. It is not my fault that I never received.  I went into store last week and the product I needed was out of stock. Store associate was going to do home ship, and it would not even let me do that.  With all the theft that I see happening at Ulta on news, It is not safe. They are going to block me for a chargeback that happen over 5 years ago.. maybe they did not even mail

  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:04/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/17/2025, I went to Ulta to return a few products. The store processed the refund for $86.70. On 4/18/2025 my bank account was closed but the next day I realized that the refund from Ulta probably had not processed. I called my bank and they confirmed that the refund was not sent and I was told the refund would be rejected and sent back to Ulta because I no longer have an account. I called the store and they said I needed to call Ulta guest services at **************. I called the number and spoke to someone there who claimed that the refund was sent and it was accepted by my bank. I asked for her to please send me the proof that the refund was accepted so that I could give it to my bank, she dropped the call on me. I called my bank again and they looked at all their records and confirmed that a refund had not been sent yet. I don't think that the refund was never sent, instead the refund is going to be rejected and sent back to Ulta and I have no one that is taking ownership to figure out how to get the me the money owed.

  

  Business Response

  Date: 04/22/2025

  Thanks for the opportunity to respond to ****** ****** complaint regarding their return. 
  
  In order to resolve the matter for ****** Mace we have reached out to the Guest directly to assist. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23229175
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ordered items from this company's online website multiple times and I have had packages fail to get delivered multiple times due to the the mail carrier error. However, their online customer service team has REFUSED to refund or re-send me the items I never received. They claim that the mail carrier sucessfully delivered the item however they have no proof of it such as a picture that shows the item was delivered to my building lobby. Their online customer service is rude and unhelpful.

  

  Business Response

  Date: 04/21/2025

  Thanks for the opportunity to respond to ******* ********** complaint regarding their order being marked as delivered but was not received.?
  
  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 Regards,?
  Guest Service Advocates

  Customer Answer

  Date: 04/23/2025

   
  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

  Date:04/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tried multiple times to place an order through 2 different devices, 2 different browsers, and through the app with multiple different credit and debit cards and Apple Pay. An error message would show up everytime saying, "We failed to validate your payment method. Please check your payment information including CVV and billing address, or try a different payment method". I have re-entered and deleted all of my cards and have reentered my address. My account is in good standing. I contacted customer service, and they told me to check with my bank and make sure I am entering the numbers correctly. I always use that card for my purchases, I have had the account for years, I had re-entered the credit card information multiple times and used different cards. The issue is not with my banks. They mentioned that they have escalated the issue, but 10 minutes later, they said they did not have the necessary information to escalate the issue to the internal team and could not help me and told me to contact my bank. So the issue was never escalated, why would customer service tell me it was. They only told me they escalated (when it was never escalated) the issue only when I said I wasn't interested in ordering anymore.

  

  Business Response

  Date: 04/21/2025

  Thanks for the opportunity to respond to ***** ******** complaint regarding her inability to place an order online.
  
  In order to resolve the matter for Gabby we have escalated her concern to our internal partners and will be connecting directly with the guest via private message once resolved. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 04/22/2025

   
  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

  Date:04/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 10, 2025, I received an email offer from Ulta Beauty for a free 9 piece skin care gift with any $75 order. I had made a large purchase 2 weeks prior but because I wanted the skin care gift set which included a 1 oz bottle of Maely's B-Glossy, I made a qualifying purchase (order #M166036329). My package arrived on April 17th and the Maely's B-Glossy gift that I received was a .33 oz bottle and not the advertised a 1 oz bottle. I contacted guest services via chat and explained the situation to Airine. She understood the situation and offered me a $5.00 e-gift card. I explained that the value of the 1 oz is $19.00 and that I would like the product shipped to me or provide a $20 gift card so that I could purchase the item myself. She declined to do either and instead she said she would "aim" at getting another $5.00 e-gift card but she could not guarantee this. I only made a purchase with Ulta to receive the gift offered specifically for the 1 oz bottle of Mailys. A review of my account with ********************** will show that I have purchased this exact product in the past.I feel that Ulta is engaging in false advertising and bait/switch. I am requesting they honor what they advertised and send me the 1 oz bottle Mailys B-Glossy.

  

  Business Response

  Date: 04/20/2025

  Thanks for the opportunity to respond to ****** ******** complaint regarding her gift with purchase complaint.
   
  In order to resolve the matter for Shaida we have provided the guest with a $20 gift card as requested. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23223263
  
  I am rejecting this response because:  In my complaint I requested "they honor what they advertised and send me the 1 oz bottle Mailys B-Glossy."  Ulta is stating in their BBB response that they have provided me with a $20 gift card as requested.  I did not request a $20 gift card in my BBB complaint nor have a received the $20 gift card they say they have provided.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/24/2025

  Thanks for the opportunity to respond to ****** ******** complaint regarding her item complaint.
   
  In order to resolve the matter for Shaida are unable to send the guest the item however the $20 gift card will cover the amount of the 1oz item the guest initially wanted to purchase. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 04/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Seems that I don't really have a choice but to accept this offer.  It is hard to believe that Ulta is unable to ship to me the item that they have in stock.  Although I appreciate the $20 gift card, I now have to pay tax on the item that I wouldn't have had to pay had they sent the correct item in the first place.  Thank you BBB for your assistance in this matter.

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not been able to order anything online or in store from ulta beauty for as long as i can remember and I have gift cards and coupons and points that i could really use on items that i love that are only sold from ulta. its very frustrating because i have been a customer for many many years. I am able to make regular purchases in store, but that is all. each time i attempt to order online it says the same message, we failed to validate your payment message. this is very confusing to me because all of my payment methods are correct and fully functional. i would love to order specific items that are only sold online and also use all of my gift cards and points that i have earned. please help me, i dont know why i am not able to order online from **************************.

  

  Business Response

  Date: 04/18/2025

  Thanks for the opportunity to respond to ****** ******* complaint regarding the error that is preventing ****** ***** from checking out online. 
  
  In order to resolve the matter for ****** ***** we have followed up with ****** ***** via email to provide troubleshooting steps for this error. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im trying to buy things online on **************************. and anytime i try they wont let me. i try using my points ive saved for month now and now when i want to use it all of a sudden theres problem with payments and my cards dont work and my billing is wrong. ive talked to multiple employees about this situation and they tell me the same things over and over and over. and nothing works at all. ive downloaded app deleted it. refreshed my wifi deleted my cards and everything. but nothing at all.

  

  Business Response

  Date: 04/18/2025

  Thanks for the opportunity to respond to ***** ***** complaint regarding being unable to access their Ulta Beauty Rewards account.
  
  In order to resolve the matter for ***** ***** we have escalated this concern and are working to restore ***** ******* account to their original information. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, so l'm trying to place an order but everytime I do it says this We failed to validate your payment method.Please check your payment information including CVV and billing address, or try a different payment ***********'s the email address for it ****************************** Name: ********* ***** I know you might think that this isn't a problem for you to solve but I just moved states and I don't know if that's the issue but somebody on Reddit said that they will block you from buying off the site, here's the link to it ********************************************************************************************************************** person said they got blocked because of hackers that tried to use their account, somebody else said that they had 4 address and 4 billing addresses or credit cards. Somebody else also said they had to contact the BBB but I don't know how long it's going to take for them to fix it nor even fix it. But please, if you can unlift this ban if I am, or if I'm not can you give me the reason on why it's not working since I added all my information right, even Apple Pay is not working. Please check the out pray ?? ?? Please check this out before Wednesday and fix it by Wednesday thank you so much. I need these items before Thursday thank you so much!!!Thank You So much

  

  Business Response

  Date: 04/17/2025

  Thanks for the opportunity to respond to ********* ******* complaint regarding being unable to place an online order.
  
  In order to resolve the matter for ********* we have completed outreach directly to the guest in order to assess the issue and escalate appropriately. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23210417
  
  I am rejecting this response because:
  only until like yall said that Ulta will contact me and will help me fix it, but right now I havent gotten an email yet and thats the only reason why

  
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 04/19/2025

  Thanks for the opportunity to respond to ********* ******* complaint regarding being unable to place an online order.
  
  In order to resolve the matter for *********, we have called the guest to acknowledge we are unable to complete outreach via email as the guest's email service has flagged our outreach as spam. We requested an alternate email or for the guest to contact us directly to proceed with next steps. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  Customer Answer

  Date: 04/23/2025

   
  Better Business Bureau:
  
  

  Here is a new email I want you to send it too right here

   

  ********************************

  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:04/15/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ulta beauty account was hacked and I had all my points stolen. Instead of them simply returning the point after I proved I didnt make the purchase hundreds of miles away they locked my account in a way where I can no longer make online outsized. Every-time I talk to customer service I never get a response back even though being promised countless times! Its not fair Im being punished for being hacked and having money stolen from my account.

  

  Business Response

  Date: 04/16/2025

  Thanks for the opportunity to respond to ****** *******-********* complaint regarding the error they are receiving at check out on **************************.
  
  In order to resolve the matter for ****** *******-******* we have followed up with ****** *******-******* via email with troubleshooting steps for this error. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

• Initial Complaint

  Date:04/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a cracked eyebrow palette. I have reached out and they were responding but now they stopped. I havent heard anything since April 4

  

  Business Response

  Date: 04/16/2025

  Thanks for the opportunity to respond to ****** ******** complaint regarding their damaged item.
   
  In order to resolve the matter for ****** we have provided the guest with a refund. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate