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

  2064 Sycamore Road DeKalb, IL 60115

  
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  ULTA Beauty

  4115 N Harlem Ave Norridge, IL 60706-1211

  
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  ULTA Beauty

  3015 N. Clark St. Chicago, IL 60657-5205

  
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  ULTA Beauty

  6517 Grand Ave Gurnee, IL 60031-1643

  
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  ULTA Beauty

  2100 Arden Way Ste 121 Sacramento, CA 95825-2200

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:10/26/2025

  Type:Order 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 ordered $579+ in Christmas gifts from Ulta and $180+ in items were not in the box. The order was marked delivered and there is no further tracking. When I contacted the company they said they would only escalate the issue and Id have to wait and see. Ive never reported missing items before. They dont even send the free items for such a large purchase. Apparently Ulta has horrible customer service and a history of unresolved cases with customers and online orders.

  

  Business Response

  Date: 10/28/2025

  Thanks for the opportunity to respond to ******* ******' complaint regarding missing items from her order.
  
  In order to resolve the matter for ******* ****** we have reshipped the items to the Guest.  We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  Customer Answer

  Date: 10/30/2025

   
  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. I also have received the missing items. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:10/25/2025

  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.

  omplaint On October 20th, 2025 i placed a large order online to be shipped to my house. The order totaled $381.67 and included 2 large perfumes, gifts with purchase and other items. The package arrived at my home completely sealed on Thursday October 23rd. I opened the box and noticed the 2 perfumes were missing. I immediately took a photo when I realized the items were missing and emailed Ulta to let them know what had happened. The box was completely sealed. I pulled a photo from my ring camera as well showing the box was intact on my porch.Ulta emails me back and says After partnering with our fulfillment teams, we were able to confirm that the package left our distribution center at the expected weight when all items were included. With this confirmation, we are not able to reship or refund your package. I need this made right. I have been a loyal customer. I have spent almost $2,300 since i started my account in December 2022. I have bought in store, online, had things shipped and picked up and have never had a single issue. Nor have i made so much as a return or claim. I need Ulta to make this situation right. This is totally unfair to have items that I paid for not shipped and then be told that I was basically lying and that the weights matched up. All i know is when i arrived home and opened my $380 package the 2 most expensive items ($250 in perfume) were not in the package and now Ulta is refusing to do anything about it. Please either ship the 2 perfumes that did not arrive with my order, or refund the $251.64 for those items.Thank you

  

  Business Response

  Date: 10/26/2025

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

• Initial Complaint

  Date:10/24/2025

  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 placed an order on ************************** for a Valentino Born in **** Extradose 3.4 oz perfume, but the package arrived without the perfume only the free promotional bag and samples were inside.I contacted customer service multiple times. They admitted the issue was reviewed but ultimately denied a refund, claiming the package left the warehouse at expected weight. This does not prove the item was included.I am requesting a full refund for the missing perfume or a replacement.

  

  Business Response

  Date: 10/26/2025

  Thanks for the opportunity to respond to ****** ******* complaint regarding their order. 
   
  In order to resolve the matter for ****** Duong we have escalated to internal teams and confirmed that the order was complete when shipped. With this confirmation we will not be able to provide a reshipment or refund for the order.. We truly apologize for the inconvenience the matter has caused. 
   
  Best ************************* Advocate

• Initial Complaint

  Date:10/24/2025

  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.

  A few years ago, the credit card that I had attached to my Ulta account was stolen. Since I flagged it for fraudulent purchases, Ulta has not let me purchase online. On 7/2/25, I reached out and spoke to a customer service representative, who let me know that they do not have the power to restore online purchases to my account. Since then, I have just purchased in-store, but am about to upgrade to their larger points rewards system per the amount of money I am spending, and would quite like to purchase things online again. Today, 10/24/25, I tried to reach back out to them via their 'Email Us' section on their website, which will not allow me to submit an inquiry regardless of the browser or physical computer I use. I have read that this is a common problem, only solved by contacting Ulta multiple times, or through contacting the BBB. Seeing as how I cannot contact Ulta via their website, I decided to contact the BBB. I have a number of points stored in this Ulta account specifically, and would just like the restoration of my ability to purchase online.

  

  Business Response

  Date: 10/26/2025

  Thanks for the opportunity to respond to ***** ********* complaint regarding online ordering. 
   
  In order to resolve the matter for ***** ******* 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: 10/27/2025

   
  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:10/24/2025

  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.

  Im writing to file a formal complaint against Ulta Beauty for unjustly blocking my customer account and home address from making online and in-store purchases.Ive been a loyal Ulta shopper for years, spending hundreds of dollars on products without ever having a single issue , no fraud, no chargebacks, no policy violations. Yet out of nowhere, Im now unable to place orders, and my address has been flagged in Ultas system. When I reached out to customer service, I was met with vague responses, no transparency, and absolutely no path to resolution.This type of treatment toward a long-term, paying customer is unacceptable and reflects poorly on Ultas commitment to fairness and customer satisfaction. Blocking my account and address without cause or clear explanation is a violation of consumer ******** requesting immediate investigation and reinstatement of my account and address access, along with a written explanation of why this restriction was placed to begin with. If Ulta continues to ignore this issue, Ill have no choice but to escalate the matter further, as I believe every customer deserves equal access and fair treatment.I expect a timely response and resolution from both Ulta Beauty and the BBB regarding this matter.

  

  Business Response

  Date: 10/26/2025

  Thanks for the opportunity to respond to Ludjmy Desilus' complaint regarding online ordering. 
  
  In order to resolve the matter for Ludjmy Desilus we have confirmed with our internal teams and communicated directly to the Guest 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 them with an outstanding experience and would be more than happy to assist them at one of our stores. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

• Initial Complaint

  Date:10/24/2025

  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 10/18 I visited the salon for the first time. I've been a frequent Ulta customer for years. Upon arriving for my appointment, I was left standing near a desk where two employees stood over a computer. In ten minutes, they never acknowledged me. I found another employee to help, who stated my stylist (***) was on her break. When she arrived, *** was sloppy, unkempt, and smelled strongly of body odor. She began foiling my hair and was rough, hurting me several times. I let her know - she continued. Throughout my appt she stopped and walked away several times, increasing the processing time damage + causing me concern. I kindly let her know - she was clearly offended. When it was time to rinse, I was seated at the sink, but almost entirely sitting up. I didn't know why I wasn't leaned back, but assumed it would still work. Immediately upon beginning, water flooded both ears, went all over my face, and down both sides of my shirt. Instinctively I leaned forward, which caused more water to spray all over me and on the floor. *** simply stood there, as if frozen, and I had to ask for a towel. I said, "water is everywhere " to which she replied rudely, "It is now." I asked a second time for a towel, which she left to retrieve - did not even have a towel at the sink. The towel was matted wi/ dried hairballs on one side; disgusting to wipe my face with. She finished rinsing, then left again with no explanation. I watched her searching for supplies for several minutes, as I sat there, soaked. When she returned I explained I wished to stop our appointment after the color, and that I would not be getting the trim or style. She said nothing and walked away, leaving me with tangled, wet hair, alone in the room. I left and found the manager, ********, to ask how to pay and to let her know I was upset at what happened. ******** was defensive and unapologetic. Unacceptable for any business. I contacted Ulta several times and received NO response.

  

  Business Response

  Date: 10/26/2025

  Thanks for the opportunity to respond to ******** ****** complaint regarding their salon service. 
  
  In order to resolve the matter for ******** King we have escalated their concern to store leadership. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

• Initial Complaint

  Date:10/24/2025

  Type:Order 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 Saturday 18 October 2025 I placed an order on the Ulta Beauty website for shipment/delivery. The order (#M186294710) included six (6) items. I paid a total of $287.43 for the items. On Thursday 23 October 2025 I received an email notification from Ulta Beauty stating that my package was delivered at "Residential". There was no photo confirmation of where the package was left, and the person who received it was someone by the name of "Maggy". There is no one in my household by the name of Maggy. I attached the proof of delivery provided by *** to this complaint. I sent Ulta Beauty **************** an email stating that I did not receive the package. I received an email response from "Ulta Beauty Virtual Assistant" stating that I need to check "common areas where packages might be left, such as porches or with neighbors." The automated message also stated, "If the package is still missing, please allow one business day for any potential carrier delays or scanning errors to resolve. If the package remains unlocated after this period, please let us know, and we'll be happy to assist further in resolving this issue." I placed this order almost a week ago. I would like to speak to a member of the Ulta Beauty **************** management/corporate office team to report the missing package, and how this will be resolved. I would like the Better Business Bureau to assist in mediating a resolution. Thank you.

  

  Business Response

  Date: 10/25/2025

  Thanks for the opportunity to respond to ******************************* complaint regarding their order. 
  
  In order to resolve the matter for Mercedes Arteta 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: 10/27/2025

   
  Complaint: 24057352
  
  I am rejecting this response because: on Saturday 25 October 2025 I received an email from an ULTA Beauty ************** representative named ***** that stated: 

  "Hello Mercedes,
  We're happy to let you know that we've taken care of re-shipping your order. Your new order number is ----. You can expect to receive your package within 3-8 business days (business days do not include holidays and weekends). You can also visit ************************** to check the status of your order. ***********************************************************.
  We're also sorry to inform you but we can no longer reship the free gift included to your original order, however, we will be happy to send you a $15 E-gift card that you can use online and in Store as a compensation. Please let us know if this is the route you would like to go.
  Sincerely,
  Maria 
  Ulta Beauty **************"

  ***** stated in her email that I will not receive the free gift that was supposed to be included in the original order, which was a Ccred travel size Clarifying Shampoo & Scalp Scrub. I purchased the two ***** products in order to meet the criteria to receive the free gift with the order. The Ccred travel size Clarifying Shampoo & Scalp Scrub retails for $19 on the ULTA Beauty website. The $15 E-gift card that was offered would not cover the cost of me purchasing the gift that was supposed to be included with the order. I would like to speak to a supervisor or manager to discuss other resolution options. 

  
  Sincerely,
  
  Mercedes Arteta

  

  Business Response

  Date: 10/30/2025

  Thanks for the opportunity to respond to ******************************* complaint regarding their order. 
   
  In order to resolve the matter for Mercedes Arteta we have issued a $20 e-gift card. We truly apologize for the inconvenience the matter has caused. 
   
  Best ************************* Advocate

  Customer Answer

  Date: 11/03/2025

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

• Initial Complaint

  Date:10/23/2025

  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 contacted the customer support to file a complaint. I was then contacted by manager ***** at the local ULTA in **********. #*** He stated he would give a full refund. When o arrived at the store#***, a different sore manager was present instead of *****. She refunded me the money to "a" credit card and handed me a receipt. This was on 10/21 and today the credit had not posted. I reached out to the bank and the stated for me to contact ULTA as their (ULTA) staff reversed their credit back to me. HOW IS THIS EVEN LEGAL??

  

  Business Response

  Date: 10/25/2025

  Thanks for the opportunity to respond to **** ********** complaint regarding a refund. 
  
  In order to resolve the matter for **** Renteria we have confirmed that a refund was processed 10/21/25 to the same payment method as their purchase. It can typically take 5 business days (business days do not include holidays and weekends), depending on your financial institution's holding times. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

• Initial Complaint

  Date:10/23/2025

  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 been told multiple identities and payment methods for the orders placed with your 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. My bank has been trying to get my purchases to go through but Ulta is repeatedly denying them without further explanation. I do not make purchases using an account and have only ever used one card with online purchases. There is no reason for the ban and are refusing to resolve it.

  

  Business Response

  Date: 10/24/2025

  Thanks for the opportunity to respond to ***** ******** complaint regarding online ordering. 
  
  In order to resolve the matter for ***** ****** we have reached out directly to the Guest to advise that after reviewing their concerns with our internal team it was confirmed 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 them with an outstanding experience and would be more than happy to assist them at one of our stores. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer Answer

  Date: 10/27/2025

   
  Complaint: 24052450
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/22/2025

  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.

  Made $150 purchase. Have a $20 off $100 coupon. The WiFi would not allow access to my coupon. My daughter paid and was still in the store had not even exited the store and it pulls up within two minutes! Tried to get to adjust and was told No. ******** who stated shes the manager(Rude!) stated its Ulta policy. Asked for refund and was told if we receive a refund we are not permitted to purchase the same items with coupon. Never will we shop at Ulta again! Good **************** matters and your manager is terrible. There are other options to purchase at. Do better!

  

  Business Response

  Date: 10/24/2025

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