Ulta BeautyReviews of ulta.com

I honestly wish I could give 0 stars. I purchased a foundation and did not open the box until I needed it, which was past the return policy date. Upon opening, the glass bottle was cracked on the side (huge safety issue)… I sent them several photos, and they told me there was nothing they could do since it was slightly outside the return policy window. I understand return policies, but there needs to be exceptions when it comes to someone’s safety. Ulta is liable if I end up with glass in my face!

Order number: M217501934, tracking no. - 1ZWW2398YN84521156(UPS) and 92612999943318571336243821 (USPS) I have been an Ulta Rewards member since 2016, and generally had decent experiences with customer service regarding missing online orders. Things were different this time around. I made a purchase for 2 items both shipped at different times. The second item did NOT come delivered. Even with updated tracking info and a RECORDING of me standing in front of my Ring camera with an obviously empty package, I am told to wait one more business day to reach out to Customer Service as it is still “in transit” to my address. I never had this issue in the past where they rectified a mistake on their end, so I don’t know if this policy is recent. Either way, the customer service folks did their job, but I am irked that this policy is enforced even with irrefutable evidence that is as clear as day.

Had an issue with 2 cans of product becoming clogged and will not spray. Contacted Customer Service and was basically told too bad. I won't purchase again.

I placed an online order on 07/07/2026. The next day my order was cancelled. When I called customer service they stated my name on the order did not match my Ulta credit card, which I thought was an odd reason as I didn't use my Ulta CC to pay with. They said they would honor the sale prices of everything in my cart and send my issue up to escalations to get resolved and contact me in 48 hrs. I never received any communication from them. On my fourth call to them on 7/20/26 I spoke to a supervisor and was told they would not honor the sale prices of my order any more, but could give me 20% on a single item. I voiced how horrible the customer service is , and that I will pay off my Ulta CC and cancel it. They have lost a very loyal customer!

BUYER BEWARE HAD TO CONTACT FEDERAL TRADE COMMISSION TO FILE A COMPLAINT AND BBB AND CHARGEBACK WITH MY CC. TO GET MONEY BACK! THIS COMPANY IS A SCAM!!!!!

I rarely leave negative reviews, but this experience has been incredibly disappointing. I purchased a tinted moisturizer from the Cross County Shopping Center Ulta in Yonkers and was charged for it. When I later discovered the item was missing, I contacted the store immediately after realizing it. I was instructed to email the store, provided my receipt, and fully cooperated throughout the process. The store denied my claim, so I contacted Ulta Guest Services. While Guest Services repeatedly acknowledged that they understood my frustration, recognized that I have a flawless shopping history, and even stated that they understood I had no reason to falsely report a missing item, they ultimately told me that only the store could resolve the issue. The problem is that the store had already refused to help me. I was left in an endless loop between the store and Guest Services, with neither willing or able to provide a meaningful resolution. What makes this especially disappointing is that, during previous pickup experiences, associates have reviewed the contents of my order with me before I left the store. That did not happen this time. Had my order been verified at pickup, this situation may have been avoided altogether. This was never about trying to get something for free. It was about trying to receive a product I paid for. Instead of finding a solution for a loyal customer, Ulta chose to leave me responsible for the loss while acknowledging they understood my position. After this experience, I have lost confidence in Ulta’s customer service and can no longer justify spending my time or money with a company that cannot effectively resolve a legitimate customer concern.

I’m actually shocked at how bad their customer service is and this is all over shipping. I’ve used Ulta through the DoorDash app several times. I collect fragrances and I own over 900. This time, instead of going through their DoorDash app, somehow I ended up on their website and after checking boxes for ‘same day delivery’ it explained the Dior cologne I had selected was not available in my area for same day. My only other option was to pick it up and so I selected to have it delivered. I placed the order on the 12th. I now have an estimated delivery date of July 25th. That’s insane. It’s been 3 days and it seems nothing is happening. They have a horrible micky mouse tracking portal that looks like it was designed by a 9 year old. Of course after contacting them to try and get some type of understanding why it would take this long… customer service (or should I say - a person pushing buttons associated with AI generated responses - all responses that were generic and none of them specific to my situation). They were no help at all and it turns out it’s being shipped from Chicago. I live in MA. I could literally take a 5 minute ride, walk into Ulta, and purchase this fragrance right now…. But according to them “this item was not available in my area.” I’ll never go through ordering from Ulta online ever again. I use Macys, Bloomingdale’s, FragranceNet, Jomashop, Arvella, ect… I’ve never seen shipping done so poorly. Never again.

Worst customer service first of all I had a five dollar coupon or for $10 purchase, which was never returned to me and disposed of from employee, then I had essie nail polish which was spoiled, and they couldn’t exchange it for the same exact one except to give me three dollars credit and yet this nail polish was originally $14. My receipt should’ve been with my transactions. I know exactly when it was purchased the date and they told me they couldn’t find it. What a mess this store is wouldn’t recommend it to anybody.