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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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ulta.com60 total • Write a review
US
I’ve been a very loyal ULTA customer for many years. I was totally ignored by ULTA and the property manager of the Midvale Store. This was a safety concern in which they made it clear after giving me the wrong information and telling me that they would get back in touch with me. After not hearing back from anyone it’s obvious that they don’t value the safety of their customers. I’m very disappointed on how I was treated. Nobody wanted to do anything about what was a validated safety hazard. The whole situation left another question of how much a person in good faith was treated by the businesses lack of taking responsibility.
Date of experience: April 15, 2025
Worst customer service experience ever. I made an online purchase of 11 items & received a notice that all items shipped together. When the box arrived 2 items were missing. Ulta never let me know the items hadn't been shipped. I contacted Ulta customer service via text message. Got tossed around between agents & finally one said they would ship the items to me. I waited 10 days & still never received the items. I contacted Ulta customer service again, this time via phone, explained the situation to the agent & asked that the items be shipped overnight. She refused. I asked to speak with a supervisor. The agent placed me on hold & then hung up on me. I called back, requesting a supervisor again & again the agent hung up on me. After calling a 3rd time to request a supervisor, being placed on hold, & then hung up on again, I called back for the 4th and final time & told the agent to issue a refund. I also told the agent that i had been a loyal customer for over 10 years but because of this experience I would never purchase another thing from Ulta. She responded with "ok". No apology or acknowledgement. If I could give Ulta zero stars I would.
Date of experience: April 12, 2025
First I got an Email that my package was delivered but when I went to get It,there was nothing there. The email said this happens sometimes and to wait 2 hours to see if it turns up. The next day it still was not there so I called, they said to wait 24 hours to see if the package showed up. They said they'd email to check in, they never emailed and the package never showed up. When I called again they said they'd have to escalate this and email me back. I told them that I did not believe them as they said they'd contact me back before and never did. I asked to speak to a manager who claims the package was handed to someone but doesn’t know who. They refused to refund me or help me right away. They charged me $200 for things I never got and made me wait 2 days before claiming the package was handed to someone. So sketchy and the third time I’ve had a weird experience with their online ordering. Never buying anything from them again. Terrible customer service and sketchy business practices.
Date of experience: April 11, 2025
US
I had numerous salon color services nightmares . From the stylist’s frying my hair to this last one on my birthday a day ago . Went to only have my roots touch up. I had beautiful blonde highlights already and only need it to cover the darker roots. Well this person cover all my blonde highlights and now it’s a mess . Very ugly. Upset. I have a job interview on the next 24 hours out of state and look horrible!!!
Date of experience: April 9, 2025
US
Now that I have read the other customer reviews, I feel a lot better. I know I am not alone. I had scheduled a few appointments online, but each time, *they* cancelled on me. I call for the appointment today, and they tell me I am only allowed to do a walk in because I was cancelling and doing no shows!!! What??? So, their system is broken, but it's my fault? A walk in, of course, is impossible. For one, I wouldn't get the stylist I want, and two, my hair takes like 3 hours. No one would ever have time for me. They offered this to me as if it was a perfectly good solution, when it is not. Also, I don't know what is up with their receptionist, but she refuses to let you talk. She interrupts and doesn't let you communicate, and this has happened twice. She tries to be nice, that is true, but completely incapable of letting someone talk. People find that to be very rude - with good reason. I don't know how they stay in business treating customers this way. If I really had a pattern, that would be one thing, but I don't. I have never been treated this way. I can't believe how insulting it was - to have my business turned away like that and claiming it was because I was responsible. I will be posting this on every review available. That is how upset and angry I am.
Date of experience: April 4, 2025
I called yesterday April 1st & had been very lucky to get a wonderful helpful and knowledgeable customer service representative her name starts with an M. I wish I can spell it but I don’t want to butcher her name it is a very beautiful and long name so I do not want to misspell it ! I wish I had paper next to me yesterday so I could have written her name down to give a proper thank you as I feel excellent customer service is hard to come by and I’m ever so thankful I got her on the phone to help me! I had an issue with my order and there was an issue on the customer service side as well; as we all know how technology just sometimes needs to be restarted or rebooted when it just doesn’t want to do what it normally does so easily but no matter she made sure to tell me she would take care of the issue as soon as her computer would work properly again & I check my emails later and see she definitely took care of the issue and had resolved everything for me. I wish everyone can be so helpful, understanding and knowledgeable as this wonderful representative I had help me! Thank you so kindly again for all your help and time I **greatly** appreciate it !! ULTA we need more representatives like this please !!
Date of experience: April 3, 2025
US
I have not been able to login to the app or website. I have done all the troubleshooting steps so it's something wrong on their end. The rep margarita literally asked me for my IP address. What a nut. Never give anyone your IP address, that is very private information. They refuse to fix whatever is wrong with their website and app and then ask for extremely private information. I'm good.
Date of experience: March 25, 2025
I am tired of Ulta.com saying something in my cart is no longer available and to remove it. However, they don’t tell me which item is no longer available forcing me to call customer service. Also, please remove the “ gift with purchase” from your website if it is no longer available. I just tried 3 times to get a different free gift with purchase. All 3 were no longer available. So take it off your website. So frustrating!!!
Date of experience: March 25, 2025
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.
Date of experience: March 24, 2025
US
last two visits to ultra, rude customer service. But ultimate is trying to coerce my personal information so that I may make a return if product defective. This seems illegal. So many other places I can get products that I may want, will not participate with this ridiculous treatment. This company should want to keep customers as so much competition in this market.
Date of experience: March 23, 2025
