Ulta

I've been a loyal customer of Ulta for years. However, the company has really disappointed me in about 80% of my transactions over the past year. My last order came with a shattered candle, which spilled glass all over my floor and cut me when I opened the package. I cleaned that up and let Ulta know, and then they resent the package where the SAME ISSUE HAPPENED AGAIN, resulting in dangerous broken glass all over my house AGAIN! They were supposed to contact me regarding an investigation of this due to the severity and danger of the broken glass, but I have not been contacted since. Now I received another order and multiple items are missing, resulting in my having to contact customer service AGAIN. This is ridiculous and disappointing.

I received a gift but I had the item and went to Ulta to exchange. First, cashier told me I could not so she would return the money for person that bought the gift. Luckily my in law sent the invoice and I showed her yes, I can exchange for something else. She said in a rude way we will have to call the manager to fix your issue. The manager came and I said I just want to exchange or a gift card. She gave me one and I asked if could buy online because online store has more itens (the Ulta stores in US are a mess). She said yes you can buy online. Nope, in store use only so I came back to other Ulta and the very nice girl gave me a valid gift card. Here is the main problem, my address was saying invalid (never, ever had a problem with my address. Tried everything and talking in chat She said I might have spelled wrong. What? I just want to spend my gift card! Finally found out that the my apt number was not in address 2 and it could not be in capitol letter. No coma, no capitol letter, no abbreviated, nothing!

The customer service on shipping address change was awful. I input the correct address but when I clicked on 'submit' online, the system automatically switched it back to a previous address. Ulta customer support said they could not change the address. They asked me to refuse the package when it was delivered. But when the postman delivered the package, he did not knock the door so I was not aware of the delivery. I just called 'Ontrac', the shipping service partnered with Ulta. Again, they said nothing they can do and ask me to contact Ulta... It's a circle, back and forth and nobody helped me. What Ontrac customer told me was incorrect. They told me they can change the address for me once it arrives in their PHX facility location, and I can call them to change it. But the package only stayed there for 3 mins and out for delivery. How could I manage to change the address within such a short transition time? TOTALLY FRUSTRATION for both companies: ULTA BEAUTY and ONTRAC shipping.

Opened up my Ulta on line order box to find my samples and no items I ordered. Called CS and was told that because it was successfully shipped there was nothing they could do but issue me a gift card. Asked to speak to a supervisor and was denied told me they would ship items still in stock but most of the order was backordered due to the 21 Days of Beauty Sale. Told CS that to replace items would mean I lose all the discounts and they said there is nothing they can due will not ship items when they come available again! They then told me to call my credit card company to dispute charges and then she HUNG UP ON ME! Well that's great customer service Ulta BRAVO!

I placed an order online because in the store they said their system was down. After placing my order, I NEVER received my packaged I called FIVE TIMES and the customer service stated that they cannot reprocess anything until and will call me back. The promise to call back was happen 2 time with NO call back. Finally, I demanded I get my items that I paid for it's been almost 4 weeks and nothing. To top it off I am going on vacation and don't have my items. NEVER AGIN WILL I EVER SHOP HERE. Don't waste your money. ONLY SHOP AT SEPHORA!

One of my orders from Ulta.com was stolen at some point after delivery. It was left by UPS downstairs in the building where anyone could take it, it wasn't brought up to my apartment. I was out that day, and by the time I got back the package was no longer there.

I have lived in this apartment for over a decade now, and must have had at least 20 packages stolen over the years, and NOT ONCE did the retailer handle it in such a deplorable fashion. Every single retailer refunded me for the missing order. After all, they have insurance for losses like that - I do not.

The week this Ulta order went missing two of my Amazon deliveries were stolen as well (it was right after Black Friday), Amazon refunded me immediately, but Ulta gave me the runaround for over two weeks with probably 15 different "supervisors" emailing me the exact same canned response - that UPS tracking information shows the item as delivered, and thus they cannot provide a refund. It is completely irrelevant what UPS shows - *I* did not receive the order! I am out $125 of my own money!

Like I said, this wasn't the first time I had a package stolen, but it was the first time for me that it happened to be an *Ulta* package. I was shocked and dismayed to witness that such a major corporation doesn't even have a process in place for handling cases of this nature. I was a Diamond customer up until that point, but Ulta has now lost my business forever. I hope they choke on my $125.

I ordered my Milani setting spray and it said on the site that I would receive a free gift with any order over $15. When the package came today, I was surprised to see that there wasn't a gift in the box along with the product I ordered. I started a live chat on the website and spoke with a "person" named Jacqueline. She informed me that the GWP (gift with purchase) is supposed to be applied to your bag prior to checkout. When I went back to the site, there wasn't an option to add the gift to my bag before checking out. When I get to my bag to see if it had been automatically applied, it had. So if it automatically gets applied to checkout, shouldn't I have the gift along with the other products I ordered?

I shop at ulta all the time and I've never had a problem with workers are always super friendly and helpful But the store in El Segundo was a horrible first bad sign was nobody said hello or welcome went up to counter to ask for help I was pointed in the direction where I needed to look for it myself still couldn't find it the girl at counter said I will send someone over I waited more than 5 minutes I still got no help I gave up went to pay my stuff I mentioned to cashier about poor service she just sorry charged me and sent me on my way I left upset

Ordered a product, arrived broken. Asked for replacement. They sent the wrong item. Called them and they were very little help. I'd order from a different site for their products

I moved to Europe with my husband because he's in the military and I got my order sent out twice and I never received it. Then ulta said they'd send me a gift card with the amount I spent that I can used in stores or online, the problem is that there isn't any ulta here in Europe that's the reason I ordered online and why would I use it online if they didn't deliver my order twice? I was also told to wait 3-8 business days for my package to deliver AFTER my delivery date had passed because they couldn't give me my refund before that but I had waited a month already and I never received my order. I got my refund after all that mess but Ulta needs to do better with over seas delivering. Not that they care that they're losing a customer but it convinced me not to shop at any Ultas any more

On my daughter's 16th birthday, she wanted to spend her birthday money at her favorite store, Ulta. She drove us happy as can be to Ulta at Delta Shores Sacramento CA. Horrible experience, we sat in the car after leaving shocked and upset, I kept apologizing to my daughter. I wish I would have read the many reviews on here of customers with similar experiences, guess my Platinum Rewards status should be tattooed on my forehead to be treated well at this store. Store staff followed my daughter and I around while we shopped. It was so obvious, lol, at one point I had two employees pretending to scan fully stocked shelves next to me. I was asked twice if I needed help, now based on the reviews, I understand it's because they were/are watching you. Then were extremely rude when we checked out. Considering the store employees are primarily MY COMMUNITY of ethnicity, very shocking to be treated like a criminal for shopping. A child only turns 16 once and today was ruined thanks to the "great staff" at this store. I will tell everyone I know to not go to this store.

I spent an hour shopping on Ulta's website and found several products to purchase, at check out I noticed shipping was $6. My total was $49.48 - free shipping at $50. I reached out to customer service to see if they had any promotions or would be willing to waive the shipping fee given one of the products I was purchasing was only available online - not available in store - so it HAD to be shipped. Otherwise I would have done In Store Pick up. The customer service agent was rude and said to get free shipping I'd need to spend $50 and to enjoy that great offer... I understand its free after $50 and I'm at $49.48... as a first time customer very surprised Ulta would rather lose a customer than lose $6 shipping. Such a small gesture on their part would have made a huge impact to me, resulting in a great experience and a lifelong return customer. As a result of this rude interaction, I see how much Ulta values their customers and I will never shop at Ulta again and have been sharing my experience with all of my beauty product friends who are also not going to shop there anymore. There are plenty of other options for beauty products Ulta - try standing out by taking care of customers.

LaserShip delivered my package to someone else below is Ulta's response to my request for a refund. Basically they are saying I have no recourse and someone else gets to keep my product and I get to pay for it. Never purchasing anything from Ulta again. Customer service is horrible.

After further review, our records indicate that the package was delivered successfully to the address provided per the proof of delivery provided by Lasership. We suggest checking any and all common areas where packages may be left, including entrance areas and mailboxes! We hope it turns up for you!

You can check the following link, there's an icon of a camera which you can use to either click or tap on it to see the picture attached to the order by the carrier.

https://t.lasership.com/Track/1LSCY2Z******* - Proof of deliver.

With this information on hand, we're unable to reship or refund this order, we're so sorry if we cannot further assist you with your delivery not received, we really hope that you can find your goodies.

Please feel free to respond to this email directly if you have any more questions.

Sincerely,
​
Diego
ULTA Guest Services

They overcharge for everything even when you use a coupon. But at walmart.com you wouldn't believe the difference plus you get 3 times as much. Ulta sucks!

I ordered two items. I received one. Mistakes happen. I tried the chat (bot) feature which asked me my name, order number etc. I texted all. It asked me my name (again), I texted it. It asked me my order number. I texted it. Then it thanked me and hoped the problem was solved! I tried this three times with same results. So, the. I emailed customer service with order number, the missing item number, screenshots of my exact order and what was received, all my contact info. I waited two days and received a response.asking me for my name! I responded again with the full information of the order number, all my contact info, and the exact order. Next day I received a response (with my previous email showing with ALL my info) asking my for phone number. Prior email showed it in the reply chain.

Obviously, there is no actual human we are talking or emailing. This is so frustrating. I was a premium customer who spent hundreds at Ulta every few months. Over a simple $25 mascara they have successfully pissed me off. Good job dummies. You lost a customer.

I joined the reward program and was told that once I'm a platinum member the points I receive will never expire, I was also told if I didn't use them and let them grow I would have greater benefit. I gathered 2,159 points/$128.00 credit, I had health issues and didn't show anywhere for sometime. Finally better I go there to shop and find that I am no longer a Platinum member and worst no longer have credit. All the times I shopped there to have my points add up, I was never told they expire, I received emails a couple times a week and they never had it in the subject line points expire, Yesterday I looked at my old emails and in the middle of the advertising in small light print it did state they expire soon. I find the promoting of 1) shopping there to gain points 2) putting off using them to gain more benefit misleading and fraudulent. When I called their customer service after being on hold for a supervisor over 20 minutes. I was offered an insulting $10 gift card for being a "Loyal Customer"

I have no problem with the service I received from the salon however when I went to pay with my e-gift card no one knew how to use it so I had to pay for service received only credit card and I had researched that I could use the gift card I the store online, the cashiers were very rude about this as well

I have had issues with Ulta in the past, customer service is terrible, from not reading questions/concerns and just replying with canned responses to NEVER solving issues (after several YEARS of me trying to resolve an issue) I recently (and foolishly) made a purchase of Kenra hair products, when I finally got the products there were 2 hairspray, a texture spray and a free with purchase blow-dry spray, they were in a large box just basically thrown in with no protection, I say no protection as the air pillow that were in there had NO AIR was just empty baggies, the products were dented and dinged and caps were off. I feel they should have wrapped some bubble wrap around each and put actual air pillows in instead of empty plastic bags! Very shoddy packing. You can tell they definitely do not care about customer satisfaction and customer service.

I've been to the hair salon a few times myself and I've taken my granddaughters a couple of times. Each time I tried to give them a chance the services was absolutely a Thumbs down. I will never return for hair services again. My hair was personally ruined by a stylist putting a toner/gloss on me saying it was a 10N but it turned my hair a medium brown with purple hues! She tried to correct it by giving my hair a five minute bleach bath which turned it orange and then she did another bleach bath for five minutes turning it dark yellow. Then the manager came back when I did not want to pay and absolutely said I could not leave the store without paying. She was extremely rude with no kind of apologies at all this was in Mansfield Texas. I left and I would not pay.
When I call the daytime manager to explain she was not as rude but still very rude. No one apologized for my hair being ruined but only told me to come back so they could fix it and then I would still have to pay for it if I came in. I refused to go back so I'm living with dark yellow hair.

What kind of company does not provide customers with a refund for a purchase they did not make due to fraud? ULTA.com! I was informed today that 'they do not refund unauthorized orders'. WTF? So I'm out almost $200 and no merchandise and they act like it's my fault.
I DO NOT RECOMMEND ANYONE USE ULTA.COM TO PURCHASE ANYTHING AND I WILL TELL EVERYONE NOT TO SHOP THERE EVER AGAIN.

I used to shop a lot online at ulta.com and have now switched entirely to other beauty site, such as sephora. I learned the hard way that Ulta rewards point expire - yes, some will say it was my fault for not reading the fine print, however it definitely was not very visible and as a "platinum" ultamate rewards member it's pretty surprising that i didn't receive a single communication, even just an email or an alert when I logged in, that my rewards would expire soon. At the time, I was saving my ultra points up for the right purchase to really reward myself with something I wouldn't usually buy. I had saved over $125 worth of rewards point that just disappeared/expired with no forewarning! Logged back into my account and just saw my rewards balance was 0, then had to hunt around for the fine print to see that they would expire.

This was over a year ago so maybe Ulta has since made this policy more visible, but after that I just didn't bother to go back to Ulta.com anymore - not a good customer experience at all. I used to like the Ulta samples and rewards program better because you could actually get $ off purchases, but it's not worth it when your points will just expire without any clear communication. My sephora points have never expired so I just decided to take my business elsewhere.

I ordered 8:54 today, and was at their store by 10:21. I saw the female that spoke to me on the phone when I was calling the store to get my work. She said if you have not recd. A second email then your order is not ready. Never recd. One email from ulta. 15 seconds later I see her going to get my items of Nioxin and serum. She still did not come outside, waited for me to call again. Then another woman her color skin tone came outside and as the clerk had my order ready she in dispite of knowing I was outside she knew what type of car I had, walked her to get her items carrying my order with her.
Then did not say good morning, I have your order, she told me: " open your trunk" then slammed my trunk door.
Really, is this the best type of help Ulta can do for a curb side pick up? You have very poor reviews and see many are 1*. I am sure Ulta does not know people like these work their stores. I will find my products from now one where I am serviced the correct way and not by my skin color. (white)

I shopped at Ulta for more than a decade. My store in Denver was well stocked and well staffed. I got great coupons on a regular basis and some really impressive buys.

Their store in the Phoenix area was merely okay and the coupons dwindled down to almost nothing. And that was after I spent 15 minutes trying to explain to a befuddled young woman that I wanted to change my mailing address and to make sure I hadn't lost my points while changing locations.

Fast forward to their Pensacola store: Zip in the way of useful coupons; no matter what you want, the coupons only apply to something else. A staff who can't be bothered to help. I went in on a Sunday morning looking for something to cover a scar from a bicycle accident. I was the only customer in the place and NO ONE helped me, including some self-important jerk I assume was the manager, since he all but knocked me over striding around barking out orders to the employees. I don't know what "end caps" are but getting them stocked was apparently much more important than I was. I won't be bothering those folks again; they can go back to whatever it is they like to do.