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.

  1232 Galleria Blvd Ste 100 Roseville, CA 95678-3583

• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  2841 Countryside Dr Turlock, CA 95380

• 

  ULTA Beauty

  12715 Citrus Park Drive Tampa, FL 33625

• 

  Ulta Salon Cosmetics & Fragrance, Inc.

  4601 N University Dr Coral Springs, FL 33067-4602

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:08/02/2025

  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.

  They were having a **** sale where you could buy one get one free of certain items. I picked two lipsticks that were exactly the same but different shades. After ordering, I got an email saying one of them was out of stock but "Don't worry, you won't be charged" for the free lipstick? The only reason I purchased at all was for the deal. I contacted customer service to see about picking a replacement item so that they could still honor the deal and I could get the ***** They told me to just return and repurchase later...except I wouldn't be getting the stuff until after the **** was over. Then they suggested I place ANOTHER order, and then return one, as we all just have extra money to be making the same purchases twice. Worst of all, the "out of stock" item is still being listed as "in stock" on the website, which means it's probably happening to others as well. Now that I've gotten a receipt for the other item I can see the refund value isn't even what I paid, so suggesting I return and repurchase would have resulted in me not getting a full refund anyway. Very shady.

  

  Business Response

  Date: 08/03/2025

  Thanks for the opportunity to respond to ******* ******** complaint regarding the out of stock item in their recent order which was part of a buy one get one free promotion.
   
  In order to resolve the matter for ******* Barnes we have reviewed their order and noted that any item discounts in a buy one get one free offer will split across the items that are included in the promotion to reflect the sale. Reviewing ******* ******** order, we see that the discount was still applied to the item that was in stock.  We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 08/04/2025

   
  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. Only because I'm tired of going back and forth with them. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/01/2025

  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 placed an online order on July 19th, 2025. The order arrived with one item damaged. It was the Tru naked Eyeshadow palette. The company was contacted, and I was requested to submit to them a picture of the damaged item. I have already discarded the item the same day it arrived. There was nothing for me to show except a bubble envelope filled with brown powder which spilled right out from the envelope. The entire contents inside the palette have already been damaged before and/or during it was packed and shipped.

  

  Business Response

  Date: 08/03/2025

  Thanks for the opportunity to respond to ***** ********** complaint regarding a damaged item that was received in their recent order.
  
  In order to resolve the matter for ***** ********,  we confirmed with our with our internal team that all units shipped & delivered accordingly.Ulta Beauty considers this matter closed.  
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 08/04/2025

   
  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:07/28/2025

  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.

  On June 24th, I placed an online order for 3 products totaling $168.41. I waited a while for my package to arrive and on 7/4/25, I finally received a confirmation that it was delivered. I went out to my porch upon seeing the email and it was nowhere to be found despite saying it was delivered. Being the holiday, I waited until the next day to call and inquire about it. I was told that sometimes this happens and to wait a few more days and call back if it didnt show up. I waited a few more days and called again. The *** then instructed me to speak with the carrier directly. I reached out via email to ****** and provided my order # and tracking number and explained the situation. I received an email back stating they did not know what happened to the package. I then contacted Ulta again and they have done NOTHING to help. They kept asking me to call back. After my 4th or 5th call, I asked to speak with management (*********) to which I was met with We will send you an email directly and get this resolved. That email never came. I called again, this time extremely upset and was placed on a 45 minute hold, then hung up on/disconnected. I tried filing a complaint through ****** (which I used) and they cannot help because it states package was delivered. I have security cameras and it was a holiday- I was home. THE PACKAGE NEVER SHOWED UP. Im now out $168.41 and not one person can help?? I read SO MANY of these same complaints online (product ordered and never delievered but marked as such) when researching and I cant help but believe that Ulta is scamming their shoppers. I just want my money back and Ill never shop there again.

  

  Business Response

  Date: 07/30/2025

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

  Customer Answer

  Date: 07/31/2025

   
  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

  Date:07/27/2025

  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.

  Placed my order for expedited shipping on 7/26. Got a confirmation email confirming I paid for expedited shipping. Then got my shipping email on 7/27 showing it was switched to ground shipping (yes, the ulta email showed that) and being sent *** ground saver, but was still charged expedited shipping. Tried calling customer service but she told me expedited shipping is actually 4 business days (not shown on their website at all) and then hung up on me mid conversation. Extremely rude and unhelpful. Chat ***** despite being shown my emails that show the change in shipping and charge, did not help either. They keep saying theyll check in by the end of week. What? (And given their customer service so far of hanging up and ignoring me, I doubt it.)All I want is a refund for the shipping I paid for and didnt receive. This is exactly why I do not use ulta. Whenever possible, do Sephora or Macys or literally a drugstore instead of Ulta. What shouldve been a simple customer service correction (refunding shipping) feels suddenly impossible and inconvenient. Awful and misleading service. I dont see why I have to take these measures to get help for a simple mistake they made on their end which couldve been easily resolved by customer service.

  

  Business Response

  Date: 07/28/2025

  Thanks for the opportunity to respond to *** ********** complaint regarding their recent order which was sent with expedited shipping. 

  In order to resolve the matter for Mya **************** have reviewed this order further and noted this order is still within the shipping timeframe for expedited shipping as this shipping method can take 1-2 days to arrive not including processing times. More information regarding Ulta Beauty's shipping timeframes can be reviewed on our website. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

• Initial Complaint

  Date:07/26/2025

  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.

  *** tried to make purchases in Ulta app and online and it always says that payment failed. I tried different cards, ******. This issue is only happening at Ulta because the same payment methods do work on other sites

  

  Business Response

  Date: 07/27/2025

  Thanks for the opportunity to respond to ******* ******** complaint regarding the error they have been receiving on ************************** when attempting to check out.

  In order to resolve the matter for ******* ******** we have reached out to ******* ****** via email to provide additional troubleshooting steps for this error. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

• Initial Complaint

  Date:07/25/2025

  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 made a same day delivery from ulta on July 18th. When my order arrived it was the wrong product so I stopped the driver and let them know. They stated I would have to call the store. I called the customer service number and was told I would get my full refund by the next day. The next day I reached out and they told me I would have to contact the store and doordash I did both and was told by both the issue lied with ulta to contact customer service for my refund. So I did so now for over a week I have been told the refund was initiated and should be there within ***** hours. It is now 7 days later no refund and terrible customer service. I am very disappointed with the lack of help on a situation they messed up on.

  

  Business Response

  Date: 07/27/2025

  Thanks for the opportunity to respond to ***** ********* complaint regarding their missing gift card refund.
   
  In order to resolve the matter for ***** we have provided the guest an electronic gift card via email that will arrive within the next 24 hours. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

• Initial Complaint

  Date:07/25/2025

  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.

  Ive been trying to purchase online for the a past 2 years, but an error code comes up. I can purchase in store, but not online. Ive tried different payment methods. *** also contacted customer support multiple times and they have not been any help. *** also called the credit card company for my Ulta card to see if there was fraud and there wasnt. It seems I have been blocked from purchasing online for some reason and I would like it fixed.

  

  Business Response

  Date: 07/27/2025

  Thanks for the opportunity to respond to ******* ************ complaint regarding their issues placing orders online.
  
  In order to resolve the matter for *******, we have escalated the guest's concerns to our internal partners and will be connecting directly with the guest via private message once reviewed. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate 

  Customer Answer

  Date: 07/28/2025

   
  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:07/25/2025

  Type:Sales and Advertising 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 purchased these items on June 2nd, 2025 through the app, about an hour later they had cancelled half of my order, I had to wait for their customer service to open (there is a time difference) and once I was able to communicate with them that I would rather just cancel the entire order at that point as I had used a mix between ***************************************************************************************** to just make a return once I had received all of the items. I did exactly as they said and made the return and only received the $5 I spent on my card as a refund. I addressed this with customer service after the fact and they said they would elevate the issue and get back to me with a few days. It has been over a month and I have heard absolutely nothing. I have reached back out multiple times to check on the issue and get told the same thing every time. I am highly disappointed in this issue as I did exactly what they said to do, but now I am out about $40 in gift cards and 2000 points.

  

  Business Response

  Date: 07/27/2025

  Thanks for the opportunity to respond to Sabryn ********* complaint regarding their missing refund after an in store return. 
   
  In order to resolve the matter for Sabryn ******* we are currently reviewing this concern further with our internal partners. Once we have an update for Sabryn *******, we will follow up directly via email. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 07/28/2025

   
  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,
  
  Sabryn *******

• Initial Complaint

  Date:07/24/2025

  Type:Sales and Advertising 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.

  7/23/25 11:41 pm EST Somebody hacked my Ulta account and ordered 2 items. Shampoo and lip pencil. They changed the email address so I dont have access to change my password to cancel the orders. They also had another order but it got canceled by the store I called when I realized it happened and the first thing the next morning.

  

  Business Response

  Date: 07/26/2025

  Thanks for the opportunity to respond to ******* ***** complaint regarding their account. 
  
  In order to resolve the matter for Deamber Lee we have restored the Guest's account and points. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

• Initial Complaint

  Date:07/22/2025

  Type:Billing 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 am writing to report and dispute a fraudulent account that has appeared on my credit report.The account is listed as:Account Name: ADS/Comenity/ULTA Account Type: Charge Card Date Opened: 04/26/2024 I did not apply for or authorize this account, and I have no knowledge of its origin. This appears to be the result of identity theft. I respectfully request that this matter be investigated and that any associated information be removed from my credit file and from any databases to which it was reported.Please confirm in writing once this account has been reviewed and deleted.

  

  Business Response

  Date: 07/24/2025

  Thank you for the opportunity to respond to ****** *****' case relating to their Ulta Beauty Rewards credit card account.
   
  As we understand the complaint, ****** Reyes has expressed concern regarding therr Ulta Beauty Rewards MasterCard. The Ulta Beauty Rewards ********** is issued and managed by *********************, now operating as ***************. Ulta Beauty neither issues the credit card nor controls its payment terms. Any account inquiries and concerns would have to be addressed by **************** who can be reached via phone at **************. We provided the feedback of this complaint to *************** as well as the store operations teams and apologize for any inconvenience this may have caused. 
   
  Best ************************** Advocate