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Ulta has room for improvement based on customer feedback. Customers particularly appreciate service and quality, though some mention concerns about customer service and expensive.
Ordered on line received nothing after 16 days. The courier said delivered on day 14 but updated the delivery on the 16th day delivered? Was super excited to receive my order but it didn't arrive. Not sure if it was the courier or the company but nobody at either place would help after numerous emails. Never buying from here again!
I will never shop here again! customer service is awful. I visited this place two days in a row. both times I wasn't offered any assistance nor greeted. Today was there and the same thing. The difference today; I asked for assistance from an employee who just finished with a previous customer. I was advised she was at the cashier desk to help customers. the five minutes I saw walk up to another customer and associate talking. I hate pulling the race card, so I won't. When i got to the counter to ask the cashier who the person was, she replied "an employee" I stated I knew that, and I wanted to know who she was. She lied and said someone who stocks. This woman literally assisted other customer.
Always love an ulta haul! Even if my items arrive damaged Ulta is always so helpful in getting it resolved ASAP. Thank you!!
Ordered online using $17 of reward points I earned and a $25 gift card. The order would not go through.After trying numerous times to re enter all my info, it took my points and my gift card and never processed the order! Keeps saying my gift card balance is zero! Unbelievable. Reached out to customer service 3 times and getting nowhere. I want my gift card and points returned.
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I placed an order from Ulta for two perfumes, and only one showed up. I reached out thinking this would be simple to fix, but nope. Ulta hit me with the most ridiculous excuse I’ve ever heard: they said the package weight was right, so basically, I’m out of luck. Let me be clear — I PAID for two items. I only got ONE. I don’t care what their scale says. If something is missing, it’s missing! But instead of helping, they gave me a cold, copy-paste response like they didn’t even read what I wrote. No refund, no reship, no apology. Just “too bad.” This tells me one thing: Ulta has a broken system and clearly doesn’t care if customers get shorted. Maybe this happens all the time and they just hope people won’t complain. That’s shady, and it’s unacceptable. I didn’t get what I paid for, and now I have to jump through hoops because they don’t want to take responsibility? No. I’m not staying quiet, and I’m not letting go. Refund me or send me what I paid for. Period. And do better — because this isn’t how you treat customers unless you’re fine losing them.
Date of experience: June 13, 2025
Not even 1 whole star. I just landed in Illinois and finally made it to Ulta at Danada Square West to pick up my $340 purchase. I was in line while someone else was being waited on. The manager (I didn’t know at the time) walked away to find someone white to help. When it was my turn the salesperson said I needed my id to get my order. My id was in my suitcase because once I checked in through tsa I put it there and forgot about it. I told the person that and I told her that I called from the airport twice and asked what I needed to pickup up my order because I didn’t get a email. She said I needed the barcode from the email. I again said I didn’t get one. I realized I got a text message and said okay and whoever I was speaking to said have a safe flight. Now back to the store, the salesperson calls the manager over who tells me that I need to have a id. I explained that to her. I also showed her the text and the credit card I paid with and she asked me what day did I place my order and I told her when. These RACIST WOMEN treated me as if I stole the phone with the text and the wallet with the credit card. However the exact dollar amount was not in the text nor was the day I placed the order. So instead of giving me my order she cancelled it. So let’s be clear it was RACIST AND I WAS THE ONLY BLACK WOMEN IN THAT ALL WHITES STORE. Ulta if you want to be BOYCOTTED we can do that. We can treat you worst than TARGET. WHAT YOU SOW YOU WILL REAP. BLACK WOMEN ULTA DO NOT WANT OUR MONEY. STAY AWAY SPEND IT AT SEPHORA.
Date of experience: June 11, 2025
US
I usually buy from Ulta’s brick and mortar locations but I recently had to place an order online. I updated my home address before order because I hadn’t used the app in a long time. My order was split into two shipments and the first delivery went to my old address. Ulta chatbot offered no solution but promised to update the second shipment so it would come to the right place. My order issue was never elevated to a human customer service agent. Long story short, the second shipment was also sent to the old address. Ulta chatbot couldn’t even confirm that it currently has my new address on file. It suggested I go into the store to make that change. Why let customers change the address in the app if it doesn’t actually update the account?
Date of experience: June 9, 2025
US
DO NOT ORDER ONLINE FROM THEM They use a sketchy delivery service. The shipment was marked delivered, was home al day keeping tabs on it but nothing was delivered to me. Either the delivery person stole the items or dropped them at a wrong address. Something tells me they took the items. Customer service is atrocious as they make you wait 2 business days to “investigate” the missing package. They also stated that sometimes it will be marked delivered even if it’s not. WTF??? They use OnTrac as they utilize their own network of independent contractor drivers. Super sketchy people working for them.
Date of experience: June 4, 2025
Recently had my hair done with Darlene G. She is amazing. Management was watching over her the whole time. Very uncomfortable. She told me that they managers there were bullying and intimidating her. She felt like she had a target on her back. Had another appointment scheduled with her to do my hair for a wedding. Received a text that they canceled my appointment. BIG Mistake!!!!! All they said was they can change my appointment to another stylist. Oh no way. Last time I did that the stylist ruined my hair so bad that they took money off of the bill. Bad decision. They will be losing my business and many others.
Date of experience: June 4, 2025
I recently purchased the new Valentino and it is amazing. 10/10
Date of experience: June 2, 2025
Today I went to Ulta in the Waterfront. I bought 6 things, one of which was an espresso colored rely liner by Too Faced Cosmetics. I was supposed to get a free gift with purchase, but they were out. So I was in line a long time as they searched for one, then paid and left without the gift. I left the store with my husband, and looked in my bag while walking to a diner party across the street at Yokoso. I needed to use the eyeliner, so I opened the box, and it was completely empty! Someone stole the eyeliner out of the box. My husband continued to our diner party. Of course I turned around and went back to the store. I approached the first employee I saw and told her. She was shocked and wasn’t sure what to do, so she asked. The Manager said this happened to someone else earlier today! They unfortunately were out of the color I needed, and I got a new color. They searched the store and back room which took quite a while. The line was super long. The Manager legit expected me to wait in line again, to exchange an empty box they sold me for a new one instead of taking care of it right then. She said, it will go fast. I explained I was heading to a diner party people are waiting one me, and I already waited in line, and paid, you sold me an empty box and apparently this already happened to someone else today. She said, “I don’t want to upset the customers in line by taking you first.”. Seriously? YOU sold me an empty box! I guess only some customer’s getting upset matter? Only the ones who are in line, not the ones you don’t have the free items promised to, or that you sold empty boxes of make up to? They ended up ringing me up at the end, and seriously tried to sell me a credit card I was pre-approved for. Why would I get that card after this experience? Suggestion to Ulta, maybe check boxes while ringing people up if this is a known issue. Also, if you’re out of the free gifts, give another one (they didn’t). Also, if you mess something like this up, try to make it right without being rude. Why make your customer wait this long, and stand in line again? I think some customer service classes would be good for your team at this store.
Date of experience: June 1, 2025
US
I will no longer be shopping here. The world is a dumpster fire and brands have decided to treat us even worse now?? We used to save $3.50 on any order. Now it's $10 off $50 - IF EVERYTHING YOU BUY IS ULTA BRAND. Waste of paper to mail us these garbage coupons, and waste of my time and money to purchase things here that I can get from countless other shops. Done with you, Ulta.
Date of experience: June 1, 2025
I am writing to express my deep frustration and disappointment with the unprofessional service I have received from Ulta Beauty, specifically at your location in Pino, California, and through your customer care line. I visited the store to seek help regarding a refund that I have not received, even though it has been almost a week since I returned the items. When I spoke to the manager at the store, instead of assisting me, she simply gave me a customer care number and refused to help further. When I contacted customer care, I explained that my refund had not been processed. They insisted that I provide a refund receipt, even though all my purchase and return details should already be in your system. I clearly explained that accessing and downloading that receipt is difficult at the moment, and I offered to provide the physical receipt to the store directly. However, the representative rudely refused and insisted it had to be sent via email, following a rigid and unreasonable procedure. I am extremely disappointed by how this has been handled. The level of unprofessionalism and lack of support I’ve experienced from both the store and customer care is completely unacceptable. I have never encountered such poor service. Instead of helping your customers, your staff seems more interested in pushing them away. I request that this issue be resolved immediately. I expect my refund to be processed without further delay, and I ask that you take this complaint seriously and provide a response explaining how you will improve this kind of customer treatment in the future.
Date of experience: May 30, 2025
