Experience with Ulta.com
I’m writing this review to share my experience with ulta.com. I want to clarify that my in-store experiences with Ulta are usually positive, but my recent online order has been frustrating. I placed an order on 3/14/25, and on 3/15/25 at 8:23 p.m., I received an email saying my order was ready to go, along with a tracking number. However, as of today, 3/23/25, there has been no movement on my package. When I track it, it says the "courier is awaiting the package," and there has been no update since 3/15. I reached out to Ulta’s customer service about the lack of progress with my order and explained that I’m leaving for vacation on 3/26, so I needed these items for my trip. After speaking with three representatives (two of whom claimed to be supervisors—Venus and Crizaldo, via chat and call), I got nowhere. They repeatedly told me, "we have to wait 3-8 business days" before they could take any action. According to my calculations, 5 business days passed last Friday, and I pointed out that when packages stall like this, it’s often a sign the package is lost. I requested a refund so I could buy the items elsewhere, but they said no. They insisted I had to wait the full 3-8 days before they could proceed. I’ve never been so frustrated. There was zero creative problem-solving or consideration of my urgency, even after I explained I was leaving for vacation soon. Without going into every detail, I’ll say that Ulta’s process feels outdated. It should never take this long for an order to even begin moving. I’ve ordered from many other retailers and received my packages within 5-6 days, from order to doorstep. It seems like leaving reviews like this is the only way to get any attention. Ulta, you need to do better. Train your employees to resolve issues, not just read from a script.