Ulta

I generally never write a bad reviews as I have spent 30 years in the cosmetics business and I know how tough it is to deal with the public. But after today I have decided to mark the Ulta store in Florence Alabama off my list of stores to shop. I have been a platinum member since the store opened so I spend a fair chuck of change in there. To this very day I have never had one soul ever ask me if they could help me. Last week I was in and looking for something I normally didn't purchase. 4 associates, including the manager were huddled up by the benefit bar gossiping. After walking by 4or 5 times. I finally interrupted them and asked where the Bare Minerals were and the manager looked up and pointed "over there, where it says Bare Minerals" and then proceeded to continue her conversation. Today I went in to purchase some DryBar products. The sign said free gift with a 30 dollar purchase. Upon checkout I had to ask the associate for my gift and she came back mumbling we are out. I said do you have anything to replace it with "No we are just out". I suggested taking the sign done if you are out. She replied"well it's says while supplies last" and walked away. The manager was directly behind her and never said a word. I am perfectly aware of the whole aupplies last notion but if you have no supplies, why not take the sign down? Seems like common sense to me. So I guess I will have to take my business to another Ulta location. Kinda of a shame!

I was at Ulta today. I was waiting at the checkout counter and no one was there. After a while I started timing it. I heard someone tell the cashier multiple times that someone was waiting, but no one showed up. Five plus minutes later the girl begins slowly coming over. She is stopping and fixing things on the shelf, not caring that I am there. Even after looking at me and someone telling her again I was waiting. She then grabs another woman's product and takes it around the register to ring her up. She looks at me and says I will be with you in a moment. I say back (nicely) that I have been waiting. The woman's whose product she took says she does not mind waiting til after me. The cashier tells her absolutely not, looks at me and says I can wait. I set my products down on the counter and just walk out. She does not apologize, I just heard her give some comment to me in a very snippy voice. This is not the first time I have waited at the line with no one to check me out. Another employee will always be telling someone I am there and I am always ignored. It is always the same girl who then eventually comes up. This never happens when there is another cashier there. And this specific one never apologizes for my wait. I usually don't care because I understand people are busy. But taking the other woman in front of me, when she suggested that she didn't mind waiting was the last straw for me. I will not go back there.

I placed an order through the Ulta app (the 2nd order for me through the app in less than 30 days). I followed the delivery status and it showed it was delivered to front door on Dec 30,2019. It was never received and I checked with my neighbors of which none received it. I contact Ulta and at first I was told they could either credit my account or reship the items. I asked them to please reship as I really wanted these items. The next email I received asked what address my order was to be shipped to and I told them. They then proceed to tell me it was shipped to a different address. The address it was shipped to is one I have not lived at in many years. I have ordered and received at least 6 orders since I moved from that address. Upon looking at my Ulta profile, I see that old address is checked as my default shipping address. I did not choose that option as I obviously do not reside there and have received many packages from Ulta at my correct address. Ulta's customer service then said they could not do anything since it shows it was delivered. They can clearly see my order history and shipping especially since this was the 2nd order in less than 30 days. The total order was $38.08 so I understand it is not a large order but still an order I wanted and paid for and did not receive due to no error on my part.

I will NEVER order from ulta again, i accidentally sent my order to the wrong address and i called a few hours after i purchased it when i noticed that i sent it to the old address to which they refused to cancel my order, change my shipping address, and said it couldn't be returned to the sender and that they were unable to refund my item because it was delivered, BUT IT WAS DELIVERED TO THE WRONG ADDRESS they said there was nothing they could do about it and someone who i don't even know in a different city has my product and i'm out of 50 dollars, AND THEY EVEN HUNG UP ON ME A FEW TIMES, worst customer service in the world, please go somewhere better for your makeup.

I called comenity bank (the bank ulta issues credit cards through) to get a balance so that I could do a balance transfer. I then initiated a balance transfer from my Ulta credit card to my Discover card. A month later I received a statement showing a late balance due from Ulta. They had given me an incorrect balance amount to be transferred causing points to be lost on my credit score! The whole point of the balance transfer was to increase points on my credit score. I then called Ulta, paid the $45. Balance and closed the card out. Or so I thought. A month later I receive another statement in the mail from Ulta with a $2.78 credit balance. Meaning my credit card has not been closed out. That is some mighty creative accounting! I again call Ulta customer Service! And Of course I'm upset. The customer service representative sounds like a young woman probably 18 or 19 possibly younger if they hire them that young. She is offended at my choice of words damn and I'm pissed off etc. I said I would like the account closed and they can issue a check for the credit balance if that's what they need to do. And the young lady hangs up on me! I call back and get a different customer service representative who understands I am upset and as far as I know has issued a credit for the two dollars and says she has close my account out. I just hope that their accounting department does not get creative this time. That is one hell of a way to keep from losing customers. Worst experience I've ever had with a credit card in my life.

Everything was terrible, the website not functioning properly, the worst customer support, the worst shipping delivered the wrong item. I'd give zero stars if I could

ulta.com has changed my default address several times. I asked to modify my most recent order so it will be shipped to my current address, they said no. I called OnTrac and they said they could update my address no problem, but then they lost my package. I contacted ulta.com to tell them ontrac lost my order and get a refund. They told me because I changed the address they wont give me a refund EVEN THOUGH THEIR DELIVERY SERVICE LOST MY PACKAGE. Normally, if a delivery service loses a package, the company can file a claim and get the money they had to refund their customer, so i don't understand why they won't give me a refund.

I have been a loyal Ulta shopper for years, and am a Diamond member. I often shop in the stores but due to COVID 19 have placed orders on line more frequently.

I placed an order last week. It showed it was shipped on 8/21/2020 and then yesterday 8/26/2020 I received an email that it was returned to the warehouse by the carrier. The email said I was refunded.

I want my items that I ordered, did not request a return or refund but in calling Ulta Customer Service both yesterday and today, which has taken over an hour total, plus added frustration, there is still no resolve.

Ulta does not use/ or did not use in this specific situation, UPS, USPS, FedEx but some off shoot of a company and Ulta can give NO explanation as to why my items were returned.

I am so disgusted at such ignorance for an otherwise decent company yet the voice of Sephora is calling my name. Not that far away and I've never had any issues with delivery.

Come on, Ulta, get your act back together. Simple matter made difficult. You were not able to honor my coupon or the free shipping I had at the time of my original order yet would like me to place my order with you again today?

KJS

I despise Ulta. Shopping there is a nightmare because of how bad their customer service is. I have opted for shopping elsewhere because their customer service plain and simple is terrible.

I was at ulta today because I purchased a product a couple of days ago and I purchased the wrong one I brought it back to return it today and the lady at the register was just so rude I spend allot of money at ulta and I've never returned anyrning and for her to be that rude to me about returning a product is just sad it makes the company look bad maybe you should hire people that are nice it'll make people want to come back I always shop at ulta but they lost my business

ULTA makes is VERY difficult to find the space to request the free gift they advertise to get you to spend money. I shop online a lot and could not locate their entry request zone/button (whatever) to get the free item. Figured they would in good faith send knowing amount spend triggered the free gift. It was not included in the shipment. Use to chat session was VERY slow to try and get to a human. Human says they are unable to help. Called Customer Service. They too said they were unable to help. That's total BS. They are CHOOSING not to make good as advertised to a loyal customer. They have the ability to do so. Takes 2-3 days for a Manager to call you back if you ask to escalate. EXTREMELY disappointed with my service experience. Seems deceptive and they know what the right thing is to do very easily to assist a loyal customer. Seems like a small price for them to pay in comparison to the negative review and BAD FAITH they have shown me. Thinking of going elsewhere for my needs going forward...

Every time I make the mistake of shopping at ulta something goes wrong. This last time I received some tree hut scrubs and they all looked like they had been opened and dug around in. It was a mess. The second order I wanted a highlighter that was limited addition that it took two days for them to say was out of stock. Now had I known this I would have bought elsewhere. When I talk to their customer service people they are unhelpful and condescending. They even had the nerve to tell me that they would go ahead as a favor and give me free shipping on my order when my order was already free shipping. They also have been holding money hostage and refuse to give back for out of stock item. I tried to cancel items and return items with them and they are the hardest company dto work with. They make it super difficult and it takes forever. Also hot tip don't use afterpay there. The out of stock item refund I have been waiting forever for still isn't there and I can't dispute it because they said the merchant has to do it. If it were paypal or a credit card I could dispute it. After pay makes you go through the company. You know I've heard sephora has a rep for bad customer service but honestly they are five billion times better than ulta. Like I never ask for anything extra from ulta just for them to send what I ask or issue a l refund or a return refund and it's like pulling teeth. I won't shop with them again.

My wife ordered over $200 worth of items from Ulta online and they never delivered to our home. When she wrote to them about not receiving her package when it said delivered, Ulta customer service basically told her she was lying and that she will need to wait for the package to arrive. When my wife wrote to them again, they told her that they hope she finds the package. Once again my wife wrote to them and they stated that they would refund her the amount. 3-5 days later my wife reached out again and Ultas customer service said that after doing more research they see the item was delivered so they won't be refunding. My wife explains again that we never received the package so Ulta customer service sends a picture of the package dropped off. After receiving the photo of the package (which proves we never received the package as it was not our house in the photo), my wife tells the Ulta customer service team that it was not delivered to our home. They have so far stopped replying to our messages now as they finally realized they never delivered to us. This is ridiculous and unacceptable as this is not a small purchase. We have been going back and forth with this company for way too long. Our next steps will be legal action if this is not resolved shortly. Do NOT buy from this unprofessional company unless you want to deal with the headaches that they provide.

From the moment I stepped through the door I felt like hawks had been let loose on me and continued the entire time I was in the store (which trust me was short). I honestly felt like a criminal. I am 56, a person who holds a PsyD and makes PLENTY of money. They paraded behind and around me asking me silly questions when all I was looking for was a bottle of Chanel Chance perfume which they do not carry. Good customer service is one thing but I know how I dress AND how I carry myself but standing behind and beside and following is just too much. I can make my own beauty purchases without a 23 year robot following me around. Disgusting, horrifying and I have had this conversation with each and every one of my friends. They ALL agreed with me that the sales tactics are ridiculous and overbearing. If the clerks are making commission then they need to change their game because they are NOT winning, they are SCARY! Never, ever going back into Ulta again! My $$$$$ going to Sephora. At least I can shake those girls off!

I just spent 45 min trying to cancel / adjust an order because I forgot to add some items my wife wanted. Let's just say, it was painful. I only waited that long because I didn't want my wife to be disappointed but had no idea this company was so difficult to deal with.
I placed the order at 3 am and sent them a message shortly after asking them to cancel it, since my wife made me realize I had not included all the items she wanted. I contacted via chat at 7 am, their hours are 7-23 so I was probably the first customer to contact them today. The order is on my name, however I put down my wife's email so she can check the status of the order herself, so the customer service attendant said she couldn't verify the order because the account was on her name. I explained no account was created, her name is not on the order because I am the one who will receive it, so if the order is on my name why couldn't it be verified? She agreed to check if a cancellation was possible after I mentioned this. I waited another 30 min to hear back from the warehouse, and of course they said the order was being processed and couldn't be canceled. Hard to be believe that they take half an hour to check if an order can be cancelled but they process it that quickly? Needless to say I'm exhausted and it's only 8am, very dissatisfied with this company's customer service. Zero empathy, zero common sense, zero flexibility. Save yourself the trouble and shop elsewhere, if you place an order be careful not to make any mistakes because you know they won't offer a solution /help you fix it.

While shopping for years at Ulta, I was offered many times a Ulta Rewards card and to earn extra points I accepted as I have a excellant rating and as soon as I received a statement I called to pay the bill with my bank debit card as it was less than 40.00. The recording said it would be a 9.00 charge to pay the balance and I put a check in the mail. I closed the credit card a few days later as never had I heard of a fee. I mailed the statement in their envelope and sent it the next day and called to make sure the account showed closed and they said I had a 28.00 late fee and 2.00 interest fee. I complained to a supervisor and they said it was 13 days and that was how long it was for them to always receive mail. You may pay double if you send a check the next day after you receive a statement. This has never happened before and everyone should know! I like Ulta but this is really un believable and I said because I told them because I closed the account they stuck me with a late fee and interest and never will I have anything to do with this Mastercard again.

THW WORST EXPERIENCE I EVER HAD! They lost my package. I had to get it refunded and thennnnnn I ordered for pick up and they TOOK THE MONEY OUT OF MY ACCOUNT and didn't even confirm the order but took my $#*!ing money. THEN it gets worse... I call to see what's going on and the representative hangs up in my ear! IM PISSED DO NOT ORDER ANYTHING from these people!

Do not, I repeat, DO NOT order anything from Ulta International! I placed an order on July 1st (coming into Canada), received an email stating my order has been processed and thats when everything went downhill. 10 days later, the tracking number provided states my items havent yet been shipped. At that point I start getting weary so I call in. They cant find my order. Im told I will be called back before the end of the day. Dont hear anything for 2 days. Call back same response. Call back a third time, Im told a tier 2 associate will duplicate my order and will contact me within 48 hours. Dont hear anything for 4 days. Call back AGAIN and ask to speak to a supervisor (Ashley). Told shes busy and will call back before the end of the day. Still no call. When you factor in the amount of time Ive been put on hold AND the amount of waiting time before actually being put through to an agent, Ive spent about 3 hours on the phone. Still no products/information as to when theyll actually be dealing with my order. Today is July 16th. 15 days, 4 phone calls, 4 false promises of being contacted, 3 hours on hold, and 0 products have been delivered. Seriously, dont bother.

I receive all magazines to my correct address. On their app I put my deliver address in and then I also put my billing address in, checked the box that billing and deliver address were the same. Some how, the deliver went to a old address I lived at a year ago. I contacted Ulta and they told me that I would have to go into the app and change my address. I went in and there was NO old address in there. How in the world can a order go out when I specifically put in billing and deliver address were the same? My billing went through and it was a different deliver address. I have reached out to Ulta to let them know about the glitch on their app and they don't listen and send the same generic email back to me. They will not refund me back for something I never received. I have asked numerous times to have a manager give me a call, nothing. EVER. Beware as this company has issues with their website and their app and I wouldn't be surprised if they were hacked which would cause these types of issues.

I ordered shampoo from them on a Saturday and paid extra to have it shipped two-day UPS. Before I paid for it, I read the delivery date which was Wednesday, June 26th. I received an email from Ulta on Monday that my product had shipped and would be delivered on June 26th. I checked my tracking on Wednesday night because I hadn't received notification that it had arrived, and it read EXCEPTION... and said that at 3:35 p.m. UPS decided that they would 'redeliver it on the next business day'. I ordered it for my husband to take on his business trip on Thursday, NOW HE WON'T HAVE IT BECAUSE ULTA TOOK MY MONEY AND THEN UPS DIDN'T EVEN BOTHER TO DELIVER IT AND GAVE NO EXPLANATION WHY!

I went in to buy something, had it in my hand and the gal behind the counter said it wasn't enough for her to get involved in. I put the item down ($29) and walked out and never walked in again.

My wife ordered over $300 of products that wasn't delivered. Ultra refuse to refund anything. We'll never use this company again. She'll be shopping at Sephora for now on.

To Ulta- You had my package delivered to the wrong address with a picture to prove it by laser ship and refused to reship my things or refund my money. I spent multiple hours on multiple phone calls with your customer service reps with no resolution. Then when I reported it to my bank and PayPal, Ulta lied saying the package was delivered (in spite of ensuring me that my file had a note stating it was delivered to the wrong address). Both my bank and PayPal denied the claims due to Ulta's lie. I called ulta again and was told that if I had not reached out to the bank or PayPal (nearly a month after no resolution with ulta) that they would have redistributed my purchases because they were clearly wrong, BUT now they can do nothing but apologize for my inconvenience. For the record I spend at least $150-350 monthly on nonsense to "treat myself" with your company and have done so for years. You had already lost multiple purchases from me while trying to resolve the error you made with your Lasership delivery system. But due to your company's poor ability to rectify the failure, I will never do business with ulta again. And I have made it my mission to let others know the scandalous ways of your company. I have since become a hugeee fan of SEPHORA! I now send them all of my fun money as well as new clients. I have never felt so mishandled as I did with the incompetence that ulta provided me. But I thank you; if it weren't for your terrible unprofessionalism and theft of my money, I would've never discovered all of the greatness At SEPHORA