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.

  5410 Pacific Ave Stockton, CA 95207

• 

  Ulta Salon, Cosmetics & Fragrance, Inc.

  4803 concord pike wilmington, DE 19803

• 

  ULTA Beauty

  12715 Citrus Park Drive Tampa, FL 33625

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  Ulta Beauty

  257 Robert C Daniel Jr Pkwy Augusta, GA 30909-0801

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: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:07/25/2025

  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:07/22/2025

  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
  
  

• Initial Complaint

  Date:07/22/2025

  Type:Product 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.

  Jul 11, 2025, my daughter and I received beauty services from:Ulta Beauty Address: ************************************************************************** Get There:15 min Phone: ************** We each received hair highlights and a cut, totaling $582.56. July 15, 2025 I was provided a refund in amount $147.88 for my incomplete services. My daughter also has incomplete services. I am looking for a full refund, in amount $434.68.

  

  Business Response

  Date: 07/24/2025

  Thanks for the opportunity to respond to ****** *************** complaint regarding their salon service. 
   
  In order to resolve the matter for ****** Niederhausern we have escalated this matter to our Store Operations team. We truly apologize for the inconvenience the matter has caused. 
   
  Best ************************* Advocate

• Initial Complaint

  Date:07/22/2025

  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.

  ulta has an active promotion for 6x the points when using your ultra Mastercard outside ulta. I activated this promotion in early July. because of the promo I used my ulta ********** to make two purchases one for ****** on 7/4 and the other for ****** on 7/13. my billing cycle closed on 7/17. I checked my ulta rewards on 7/22 and I didnt receive my bonus points. this is what is says for those purchases : 285pts Ulta beauty rewards credit card points ITEM #nullEligible Spend (*)Base PointsBonus PointsRedeemed Points Non Ulta Beauty Purchases($561.65)28500 TOTAL($561.65)28500 Upon seeing this I was very alarmed and called customer service right away. the agent seemed clueless and then I asked for a supervisor. he put me on hold and came back right away saying no supervisor was available. then he said I didnt click to activate the promotion which I immediately said thats not true. and he' knows he was lying about that as well he was just making excuses. then I ended up doing a chat and the first ****** didnt even ***ly to my concern they just ignore my message then the chat when to another *** named ******* I believe. Chat reference number *********. he also trying to gaslight me like was wrong about the points I was supposed to receive saying it was for outside purchases. I had to explain one again that I made two outside online purchases. then he put me on hold for sometime. h need I say he didnt resolve the issue. just fed me a line of next month you'll get them. I told him that doesn't make sense because the points are there now and my billing cycle just closed on 7/17 and ulta posted then points on 7/22 so my bonus points should be there now. he hung up the chat on me. im very disappointed in ULTA and the customer service, all I want is the bonus points I earned

  

  Business Response

  Date: 07/23/2025

  Thanks for the opportunity to respond to ***** ****** complaint regarding their missing Ulta Beauty Rewards bonus points for their Ulta Beauty Mastercard. 
   
  In order to resolve the matter for ***** **** we have provided a points adjustment to ***** **** on 7/22/25 to credit the points that were missing from this promotion. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

• Initial Complaint

  Date:07/22/2025

  Type:Product 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.

  Here's a condensed version of your complaint, 851 characters shorter:On July 21st, 2025, at Ulta's ******, ** location, an attempt to use a gift card turned into a frustrating ordeal. An associate scratched off the PIN, rendering the card unusable for an hour. Store staff struggled to contact customer service, enduring a ********* wait. I eventually deciphered the PIN myself.Alarmingly, despite proof of purchase (a screenshot of my mother's receipt), the General Manager refused to override the issue. Worse, I was publicly accused of using a stolen or unactivated ***** false and humiliating accusation.The requirement for PINs, coupled with employee damage and refusal to honor their mistake, caused immense distress. I felt like "a complete idiot" due to circumstances beyond my control.Given the wasted time, frustration, public embarrassment, and systemic failures, I seek store credit as compensation. I expect a prompt and satisfactory resolution. I have receipts and later figured out the PIN in minutes, highlighting the unnecessary ordeal and false accusations by Ulta.I have copies of the receipts my mother used to purchase the gift cards with. It was the store employee who damaged the gift card to start with. The store general manager was the one overseeing the entire attempt to put in approximately ************************************************************************************* front of other customers which was completely and utterly embarrassing. The store called the ********************************************************* talk to them and then they said they would have to escalate the situation to a higher team which meant I would be waiting at least another 30 minutes for their 800 customer service number to resolve the issue assuming they even could. The ***** mgr had complete power 2 override this & given that the other gift card luckily wasn't damaged and worked and I had copies of the receipts showing they were purchased, this was unavoidable

  

  Business Response

  Date: 07/23/2025

  Thanks for the opportunity to respond to ****** ********* complaint regarding their experience at our ******, ** location where their gift card pin was scratched and they could no longer use their gift card. 
   
  In order to resolve the matter for ****** ******* we have reviewed their gift card further, and we will be reissuing ****** ********* gift card via email. Their new e-gift card will arrive to their email within 48 hours. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

• Initial Complaint

  Date:07/21/2025

  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.

  Better Business Bureau Business: ULTA Beauty Subject: Complaint Regarding Missing Shipment / Lack of Customer Support Dear ******************** Representative, I am filing a formal complaint against ULTA Beauty regarding a recent order placed through their website, which has not been properly fulfilled, and for which I have received no adequate response from their customer service. ?? Order Details: Order Number: M169783000 Order Date: July 14, 2025, 01:15 AM Shipping Method: Standard Ground Shipping Shipping Address: ***** ********** ******************************************** Email: *************************** Phone: ************** Despite the order being marked as Shipped, I have not received the package, and repeated attempts to contact ULTAs customer support have been ignored or left unresolved. I have emailed, attempted online chat, and reached out by phone without success. This is extremely frustrating and disappointing as a customer, and I feel that ********************** is not honoring its responsibility to resolve delivery or fulfillment issues. There is no transparency, no status update, and no willingness to assist me. A full refund for the order, or A replacement shipment of the items Please assist in helping resolve this issue with ULTA Beauty as soon as possible. Thank you in advance for your help. Sincerely, ***** ********** *************************** **************

  

  Business Response

  Date: 07/23/2025

  Thanks for the opportunity to respond to ***** ******** complaint regarding their recent Ulta Beauty order which was delivered and not received.
   
  In order to resolve the matter for Sofia ************** confirmed with our with our internal team that all units shipped & delivered accordingly based on the visual proof of delivery provided by the carrier. Ulta Beauty considers this matter closed.  
   
  Best ******************************* Advocate

• Initial Complaint

  Date:07/21/2025

  Type:Customer Service 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.

  My Ulta account was hacked, and I have not heard from customer service again since ***orting the issue. The hackers changed all the information in my account, and they have placed multiple orders using my points. The customer service *** I spoke to did not help me to get my account back or cancel any of the fraudulent orders. Another order was placed today.

  

  Business Response

  Date: 07/23/2025

  Thanks for the opportunity to respond to ****** ********* complaint regarding the unauthorized activity that was noted on their Ulta Beauty Rewards account.
   
  In order to resolve the matter for ****** Stoller we are currently completing our review of ****** ********* rewards account to restore their information and points. Once the review is completed, we will be following up with ****** ******* directly via email to advise any next steps. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer Answer

  Date: 07/26/2025

   
  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. As of today, my password and account have been updated. Thank you for your help in this matter.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/21/2025

  Type:Product 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 submitting this complaint out of extreme frustration due to Ultas failure to resolve a persistent issue with its online ordering system.For over a week, I have been unable to place an order on Ultas website despite multiple attempts using different payment methods including Apple Pay, AfterPay, ******* and various credit cards. Each time, I receive an error stating that my credit information is invalid, which is incorrect. I have verified that my cards and accounts are all in good standing and work on other platforms.I have contacted Ultas customer service multiple times regarding this issue and have been told on each occasion that the matter is being escalated. However, no one has followed up with me to provide a resolution, and the issue remains ************* a Diamond-tier rewards member, I spend thousands of dollars annually with Ulta. This treatment is unacceptableparticularly as this issue has prevented me from participating in the Spring Sale, which ends on July 19. It has also prevented from participating in some of the Platinum/Diamonds perks such as free gifts with purchases. The items I wanted will be back to full price by the time this is addressed (if at all), and I feel my loyalty to the brand is being disregarded.I am requesting the following:A prompt resolution that allows me to place online orders without issue An explanation for the delay in support and resolution A goodwill adjustment or accommodation for the missed Spring Sale pricing, given that this situation was entirely outside of my control I hope Ulta takes this matter seriously and improves both its technical platform and customer care practices, particularly for high-tier, loyal customers like myself.Sincerely,***** ***** **************** is the Email Address Associated with my Ulta Account ************ is the phone number associated with my Ulta Beauty Account

  

  Business Response

  Date: 07/21/2025

  Thanks for the opportunity to respond to ***** ******* complaint regarding online ordering. 
   
  In order to resolve the matter for ***** Price we have confirmed to the Guest directly that according to our records, they are unable to order online due to a variety of contributing factors. As we researched their account, multiple identities and payment methods for the orders placed  with their account were found. Please know that we only promote purchase for personal use or gifting and that these findings are not typical of a guest shopping for a gift or a product for themselves. At Ulta Beauty, we are committed to providing Guests with an outstanding experience and would be more than happy to assist them at one of our stores. 
   
  Best ************************* Advocate