• Ulta

Ulta

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Overview

Ulta has a rating of 2.8 stars from 532 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Ulta most frequently mention customer service, credit card, and order online problems. Ulta ranks 14th among Skin Care sites.

  • Service
    109
  • Value
    93
  • Shipping
    88
  • Returns
    73
  • Quality
    81
Positive reviews (last 12 months): 23.1%
Positive
3
Neutral
0
Negative
10
40
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How would you rate Ulta?
Top Positive Review

“Trails wilderness program death”

Arman g.
1/16/24

Over the past few years, Carolin Trails has been surrounded by controversy about their wilderness therapy program death where a young teenager named Alec Lansing lost his life while camping at their program. Which shocked every parent whose kids were in that program for treatment.

Top Critical Review

“Terrible online customer service”

BEcca K.
8/16/24

I was online adding to my cart when my app glitches. I noticed my shopping cart had suddenly been cleared. So I closed app and opened thinking it would reset. Nope. So I added items back into my cart. Then I purchased. I receive 2 emails saying 2 orders were placed. Both were duplicate. So, immediately I texted customer service (within 5 min) to have them cancel 1st order. I explained my situation and was told by 6 different people they couldn't cancel my order. All of them assured me they could help, wasted my time just to tell me their bs system wouldn't allow them to cancel my order that hasn't been shipped. I have been a customer for years and they just lost one due to bs policies and incompetent agents.

Reviews (532)

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Reviews that mention popular keywords

customer service (144) phone number (6)
Thumbnail of user beccak14
Georgia
2 reviews
1 helpful vote
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August 16th, 2024

I was online adding to my cart when my app glitches. I noticed my shopping cart had suddenly been cleared. So I closed app and opened thinking it would reset. Nope. So I added items back into my cart. Then I purchased. I receive 2 emails saying 2 orders were placed. Both were duplicate. So, immediately I texted customer service (within 5 min) to have them cancel 1st order. I explained my situation and was told by 6 different people they couldn't cancel my order. All of them assured me they could help, wasted my time just to tell me their bs system wouldn't allow them to cancel my order that hasn't been shipped. I have been a customer for years and they just lost one due to bs policies and incompetent agents.

Tip for consumers:
Don't order online with Ulta. Customer service is terrible.

Products used:
Haven't received. They are duplicate. So because I can't get order canceled I'll have to return duplicates at ulta store.

Service
Value
Shipping
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Quality
Thumbnail of user ashleyn705
Florida
1 review
0 helpful votes
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July 22nd, 2024
Verified purchase

ULTA Scam. Warning- Don't order online.
I ordered over $110 in product from Ulta with a total of 6 products. A padded envelope arrived with one of the six products. When I contacted the company through email and by phone, they refused to make the situation right saying they could see that a package had been delivered. I contacted the BBB to file a complaint and realized they have a ONE STAR rating with them as well. Even with the BBB contacting them to help resolve this issue of the missing product, Ulta refused to talk with me live or make an effort to resolve the issue. Look at their reviews on the BBB, TrustPilot, Consumer Reports, etc. This is not an isolated incident.

Products used:
They did not send my products.

Service
Value
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Quality
Thumbnail of user margor8
Florida
11 reviews
7 helpful votes
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May 27th, 2024

While shopping at the Winter Garden store in Orlando Fl. It took forever to find someone on the floor to assist me with a question. Also, please speak to that extremely aged platinum bottled blond up at the front counter about snatching money and giving customers their change back on the counter. If I'm giving you my money in your hand the least you can do is return my change back to me in that same hand. You're welcome!

Tip for consumers:
NA

Products used:
Cosmetics

Service
Value
Thumbnail of user zookazoka
Arizona
1 review
0 helpful votes
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May 16th, 2024
Verified purchase

Rated 1 out of 5 stars
They took the money and didn't deliver…
They took the money and didn't deliver the package and when we contacted them, they are not helping. Poor Service and Useless. Runaway from this place. I will find a legal way to get my money back. Order#M*******

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Value
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Thumbnail of user franrockies
Colorado
1 review
0 helpful votes
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April 11th, 2024
Verified purchase

Absolutely a horrible experience. I ordered my order months ago, two products were missing, and one was broken. I reached out and they said they were going to resend out the broken and missing products. They never did.

I reached out yet again, and they finally refunded me for the broken item and the lip glosses that were missing. This is the second time I've had an order completely messed up / broken from Ulta shipping. At this point, I want to delete my account, and I will not ever be shopping at Ulta again after a customer of 20 years.

I order from Sephora way more often than Ulta anyways, because of their superior shipping and the ease of their customer service. Ulta has lost a customer for life. This is a horrible experience, and no way to treat your guest especially after they reach out repeatedly to correct your mistakes.

Somebody definitely dropped the ball and they could've done more to keep me as a customer Their points system sucks anyways, and there's really no incentive to shop there.

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Value
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Thumbnail of user shellya141
California
4 reviews
0 helpful votes
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April 29th, 2024

I have had NOTHING but problems with the customer service dept that is connected to their online business. It is so frustrating and SO disappointing. Since for the most part the people that work in the stores are so nice and so helpful. I have repeatedly had issues with an overseas staff that doesn't speak English very well, that doesn't understand how to problem solve and where there are NEVER ANY supervisors available on the weekends and NO ONE stateside that is even REMOTELY involved in handling their completely negligent foreign staff. I have had issues where it has taken more than 7 days for a supervisor to get back to me and STILL can't solve the problem! Today I called about an order I placed last Monday that the person I spoke to today told me he couldn't react or help with the issue until FRI of this Week? What? It hasn't shipped! SOMEONE who works for ULTA should be able to call the Wearhouse and ASK WHY it hasn't shipped yet. I am so done. DO NO reach out to me unless you work for the company STATESIDE. Because I promise you NO ONE in the Philippines can help me or even understand me and I am TIRED of the form letters you make them send out. I may as well be dealing with BOTS. Order# M******* | Apr 22,2024

Tip for consumers:
THEY BILLED ME LAST TUES. And I don't have the products yet!

Products used:
I don't have the products! Or anyone to talk to about it!

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Thumbnail of user joslynb15
Texas
1 review
0 helpful votes
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December 24th, 2023

I ordered the intense prada paradox perfume $92.01 with the promo code. I rushed home with a notification of delivery, only to open the package and its empty. Nothing but a return shipping label. Examining the bubble package it had been cut under a flap and re-taped. Either somebody from the warehouse never packaged it or somebody in transit stole it! Ulta customer service was no help. How do you find a missing item and the tracking number shows delivered? Run tapes back in the warehouse? I feel scammed. Out of money. My Christmas present to myself is stolen. Im not rich. I work hard for my money just to have someone steal from me.

Products used:
My item was stolen

Service
Value
Shipping
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Thumbnail of user evelyne100
Ohio
1 review
2 helpful votes
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June 16th, 2021
Verified purchase

They put items in your cart and call it a "gift" until you pay and then it is charged. Customer service won't cancel the order that was placed 5 minutes ago. Sad and sorry experience. Stick with amazon. At least they will make it right.

Tip for consumers:
watch your cart. They add things and charge you for them.

Products used:
moisturizer.

Service
Value
Shipping
Returns
Quality
Thumbnail of user teresah779
California
4 reviews
23 helpful votes
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September 11th, 2023
• Updated review

I stand on the first assessment of my review. They sent out a replacement shadow in the exact packaging they sent out the original palette. That Palette also arrived damaged. I sent and email in regards to not wanting them to send anything else. I'm finally just done with them.

Update: ULTA contacted me through email and apologized for the service I received. Offered cash back and giftcard which I accepted. I will not change the rating because it is what happened, however I updated to show they did reach out to solve the problem.

Products used:
Haven't used the product yet, it is damaged and I will need to get rid of the damaged side before I can use.

Service
Shipping Resulting In Broken Items
September 7th, 2023
• Previous review

I've been with Ulta for a number of years. I am a diamond customer, meaning I shop quite a bit on their website. I shop mostly online, and sometimes things arrive broken. I contact ulta each time something arrives damaged for a replacement. Recently contacted them and I was told my name is on some kind of list for returning things. This made me so upset because of how often I shop with them. They throw the items in packaging with barely any protection expecting it to arrive intact. My purchases are not free, I paid for something new and that's what I expect to receive. They are the worst at shipping. I will not make diamond again because I've had enough. They are not the only ones, a lot of sellers send out expensive merchandise with barely any protection, and if it arrives broken expect you to accept it and move on. My money my problem, I'm not going to keep damaged items.

Products used:
Have alot of purchases.

Service
Value
Shipping
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Quality
Thumbnail of user carriev71
Arizona
1 review
4 helpful votes
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September 16th, 2021
Verified purchase

Customer Service is unable to correct online order delivery issues. Carrier shows package is lost and customer service representative indicated that nothing could be done until after 8 business day time period had passed. No deviation or correction could be made and was told that manager would reject any attempt to escalate issue. Ulta indicated they have no ability to contact third-party carrier.

Tip for consumers:
Do not recommend online purchasing for anything you need within a certain timeframe. Shipping/delivery is unreliable.

Products used:
Did not receive any of the products.

Service
Value
Shipping
Returns
Thumbnail of user nikolaiz5
Armenia
1 review
0 helpful votes
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August 20th, 2023

This Website is total scum.
I've encountered an error during checkout twice, resulting in the failure of my order completion. However my account was charged for $42.89 every time. Adding to the frustration, the support team seems to be conveniently ignoring my ticket, so it is impossible to get a refund. This experience has led me to waste nearly $86 for absolutely nothing.
If you have extra funds, I'd strongly advise considering a donation to charity instead. Otherwise, you might find yourself falling victim of Ulta Beauty scammers.

Service
Value
Thumbnail of user monicaortoll
Florida
1 review
0 helpful votes
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August 25th, 2023

This review is for the customer service line, every time i call I'm on hold for over 30 mins just to find out why my reward points haven't been applied to my account and no one ever knows anything. Same story each time.

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Thumbnail of user jm1706
Florida
1 review
0 helpful votes
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September 23rd, 2023

Terrible customer service online and in store. I spent 3000 in one day, and not that I deserve special treatment, but Im clearly someone who gives them business. This business turned into a joke. They clearly cant handle clients, and no wonder they have $#*!ty reviews everywhere. I'll take my money elsewhere.

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Thumbnail of user melindas30
New York
4 reviews
12 helpful votes
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June 22nd, 2017

I've shopped at this store a total of three times, and every time I did the customer service representatives have always been extremely rude. I buy mainly high end make up so, if that's what you're in the market for please use Sephora not Ulta. You'll have a more enjoyable experience.

Thumbnail of user tommyr21
California
4 reviews
7 helpful votes
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April 27th, 2017

Been inside a physical store 3-4 times in the past couple of years and every single time the place is trashed. It's like nobody gives a crap there and it shows. Random items thrown all over the floor, nobody picking up or stocking things. Ask someone for help finding something and they act like you asked them for directions to another planet... No way I am coming anywhere near here again no matter who I'm shopping for.

Thumbnail of user manuelai2
MK
20 reviews
17 helpful votes
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August 7th, 2022

Ulta beauty is full with brands of make up products from unknown influencers i mean kids who just rise out of nowhere create bad perfumes and foundations. I bought once perfume and someone asked me why it stinks like on cow $#*!,. I didn't knew what to say

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Thumbnail of user carah77
New Hampshire
1 review
0 helpful votes
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January 20th, 2021

I would suggest steering clear of the salon on granite street. They categorize hairdressers based on their skill and will charge you accordingly. I paid extra for a "master hair stylist", long story short, the dye washed out the next day, they made a lousy attempt to rectify the issue with the same results. They refuse to take responsibility for their negligence or to even offer store credit. The managers excuse was that my hair was too damaged and unable to hold the dye, so why not turn me away during the consult? I attempted to resolve this with corporate but they have lead me on and nobody has returned my calls or emails.

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Thumbnail of user leahh305
Washington
2 reviews
0 helpful votes
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December 29th, 2023

Website and app only allows you to use one gift card at a time. So you either have to spend your own money on the remainder of the order, defeating the purpose of a gift card, or you have to split your order up into multiple orders and pay multiple shipping charges on each.

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Value
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Thumbnail of user rivan2
Virginia
3 reviews
0 helpful votes
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May 24th, 2021

Have called and emailed but no response. Horrible customer service. Am so disappointed. Oh wait, I did get a "survey" from them asking my experience with their customer service rep and I told them that it was not very good. Still no response. Apparently they do not read their communication

Products used:
none

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Value
Shipping
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Thumbnail of user katherinec35
Michigan
3 reviews
1 helpful vote
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December 7th, 2016

I placed an Order online for over $120 and Ulta decided to split my order into two deliveries. They sent a few items which I received however the bulk of the remaining order was supposedly damaged in shipping and would be resent. After several emails and calls to customer service they are now saying I got the order! No proof -just done with me. Said I can file dispute with my credit card - which I did. Will never order online from them again. Unbelievable.

Thumbnail of user kellym207
Florida
3 reviews
16 helpful votes
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September 9th, 2019

So Ulta is having a "21 days of beauty sale" so I am trying to stock up on my favorite items. Just tried placing an order and it says they are unable to process my order but will get back to me in 5-7 days?!? Uhm I'm sorry... your 1 DAY ONLY 50% off item will not be valid in 5-7 days. Tried calling customer service but they were useless and incompetent.

This is why I shop at Sephora.

Thumbnail of user andreab663
Maryland
1 review
7 helpful votes
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August 7th, 2020

I placed an order online and after three days of it having "been delivered," I contacted customer service. They said they wouldn't refund or replace the order since it had been marked delivered to the correct address. I demanded proof, and they sent a picture from their tracking company of my package left on a pile of trash, which was obviously then thrown away by refuse collectors. Ulta still refuses to refund my order. I would never recommend anyone purchase from them online.

Thumbnail of user robs682
Georgia
1 review
6 helpful votes
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August 25th, 2021
Verified purchase

Horrible customer service. I will never buy from them again. I emailed back and forth 5 times with specific question about fixing an order or getting a store credit for a free accessory and they cannot answer a question or even acknowledge what I'm asking. They clearly cannot understand English. I wanted the free item that was missing or store credit. They never addressed either question. Do not buy from them. I will be returning the product.

Tip for consumers:
Customer service does not understand English. I asking specific questions in 3 separate emails and they never addressed them. I gave up.

Products used:
Returning because they would not provid free accessory.

Service
Value
Shipping
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Thumbnail of user kr130
Illinois
1 review
1 helpful vote
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July 6th, 2018

I have been shopping at Ulta for a few years and am a rewards customer. I forgot my coupon and asked them to look up my card and was told they will not do that. I told them I would go somewhere else then. They said see ya. Really? So I did. Also want to mention that they are selling hairspray without lids. I was told they were damaged in shipping. Who would pay full price for hair spray with no top on it at that price. Love the products Ulta sells but choose to shop else ware because of the customer service. So sad.

Thumbnail of user tt210
Mississippi
1 review
0 helpful votes
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April 13th, 2021

As a long time customer, for years I am highly disappointed in Ulta. I recently tried to place an order 2 days straight to take advantage of the daily deals. Each time my transactions were declining. I reached out to customer service who said I would receive a call from a Supervisor, which I never received. I later received an email saying the items in my cart went against their guidelines. I am confused because all I had was perfume, make up and nail polish in my cart, and there were no multiples of the same item to indicate anything shady. I've asked several times what in my cart went against guidelines but I have yet to receive an answer. That's fine because I was able to keep that $170 in my pocket and ULTA doesn't have to worry about my business again. Upon reading reviews from several sites, it seems they gave gone downhill.

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About the business

ULTA Beauty offers customers prestige & mass cosmetics, makeup, fragrance, skincare, bath & body, haircare tools & salon. BareMinerals, Smashbox, Murad & more.

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