Ulta BeautyReviews of ulta.com

Ulta in Staten Island at the Staten Island mall. I truthfully LOVE Ulta and normally never have an issue - due to Covid they close at 7 I got there today at 6:58 for a pick up order due to limited parking over there it took me 2 minutes to park I got to the door at 7:02 and explain through the window I just need my pick up order and the unprofessionalism and disrespect talking to me like a child - so rude. One ladies name was Sophia and one was an older lady with blonde curly hair. Trust me I know if you close at 7 you close at 7 but really 7:02 on the dot I was at the door begging for a pick up order and was humiliated in front of staff, shaking their head at me. Truly disappointed in them. I’ve worked in retail before and we were always taught to respect costumers ESPECIALLY if their respecting you because I was VERY polite and begging for an order I really needed for the following day.

I usually go to the the store or use the order online for same day pickup option and have no issues. This time the products I was trying to purchase were not available in store so I had no choice but to order online. I placed my order on 12/30/2020 and paid for premium shipping to get my order sooner. I received an email saying my order shipped and would be delivered on 12/31/2020 via UPS. It has been over two weeks I still have not received my order. I have reached out to Ulta's guest service a total of 5 times including today. So far I have been told it's a UPS issue that they don't update their tracking for shipping. Everytime I track my order it says "awaiting carrier pickup" it's been two weeks like that. I asked them if I could cancel my order they said no that I would have to wait for the order to arrive then I would have to send it back for a full refund. Which makes no sense but that was their first solution to my issue. The next couple of times I reached out when I still had not received my package I was told that they can see the tracking and my package had shipped but the carrier just doesn't update their tracking for customers. Again it makes no sense. This past Wednesday I reached out again this time I was told my package should be delivered by the end of day Thursday and if it was not delivered that I needed to reach out again and they would ship a new package out for me. Well I never received my package so again I reached out and was told that they were going to report the issue to upper management and that I would receive an email once they figure out how to resolve this issue. They told me it shouldn't take longer than 48 hours to receive a solution. It's taken two weeks to get to this point so I'm not confident I'll get a solution any time soon. I spent $130 for products I have not received. I wish I would have seen their other reviews on here before I ordered online. Their customer service is horrible and it has been a complete nightmare dealing with them. They need to seriously re-train their customer service staff. I will never order anything online from them again. If you want to shop there I suggest do it in-person or use their same-day pick up option. I would give them zero stars if possible.

Does this look familiar to anyone? "At this time we will no longer be able to accept your online order request(s) on ulta.com. We welcome you to visit your local Ulta Beauty store to shop, where our trained associates can assist you in selecting the right products for you." It started out nice. I've been ordering from Ulta since 10/2018. Haven't had any problems until 10/2020. I tried to place an order and received the error "We're unable to process your order. Verify your payment info or use another payment method." I have an Ultamate Rewards Credit Card through Comenity Bank. I called them. My account is, and has been, current and in good standing. I have no restrictions on my account with them. They can see the transactions as pending, but the transactions never complete through Ulta.com. I received an email from Ulta Beauty Guest Services telling me that I had disputed an order and because of that, I was unable to order online. However, I had no recollection OR record of this order. Someone from Ulta's online chat service was able to confirm that the order number Guest Services referenced was NOT MINE. The card used for this purchase was NOT MINE. The address and name for the order was NOT MINE. I've requested that they restore my account and my ability to place online orders several times now, and they keep sending me replies that start with "Thanks for reaching out! We are more than happy to help you! ...(blah blah blah)...we will no longer be able to accept your online order request(s) on ulta.com." I realize that, in the scheme of things, my business is small potatoes for them, so they won't really miss it. My purpose for posting this review is to hopefully help someone else avoid the same frustrations that I have experienced. And also, let other people that have had a similar experience out there know that they are not alone. I am frustrated and insulted that I am basically being punished for something I did not do.

Horrible customer service! Contacted them to let them know I purchased sugarbear vitamins and they are well over 3 months expired. They simply said sorry return to store and as a sorry for the inconvenience we can send you a free shipping code for future purchases. They have lost my business and they can keep their free shipping code! What a joke!

I visited the salon in Georgetown on Dec 11th abs was unhappy with the service. I contacted their customer service line only to get emails that someone would contact me. I have since then wrote 2 more emails and no response. I am very disappointed I have been a diamond abs credit card member for years and a awful amount of money in this store as I have lived in many states. When they decided to eliminate managers this is the result I am guessing. I will take my $1200 plus a year to another company.

I placed an order in late Dec 2020 using the app to be shipped to my home. The order contained 16 items. A confirmation through the app confirmed order placed, however, generally I also receive a response almost immediate via email, but this time the confirmation didn’t come through until hours later. Several days later, I received notification that shipment was on it’s way. The order number reflected 1 package / 1 tracking number. A small box was delivered. I thought the size of the box was oddly small for the number of items ordered. I had an opportunity to open the next morning to find in the top air pillows 6 items and a layer of bubble wrap in the bottom along with a shipping slip that reflects 16 items!! There were 10 items missing from my shipped order!! I looked over the shipping slip carefully to see if a separate box was coming and also checked my order through the app. Both showed for the order#, there was 1 box shipped and indicated all items were shipped. I immediately sent a notification online regarding my order situation, and once customer service phone lines opened also called and spoke with a rep. Online, I got a very generic response that said they were sorry for experience and would look into it. Via phone, the rep took more details by asking me to provide the item numbers of missing items, etc. She mentioned they would get me taken care of howevet, due to the number of items & cost, she would need to submit for mgr approval, but I should receive a response in a couple days. I offered to submit photos of the situation, but she said it was not necessary at this time. Several days went by and I received an email that said it was from a supervisor for Ulta Guest Services, that stated after further review, they were able to confirm order#, and tracking# were successfully delivered to my address. I immediately replied explaining there was a package delivered with that tracking, however, the box was very small and only contained 6 items; not 16...there are 10 items missing. I included 12 photo attachments with a tape measure pulled to show size of box, how items were arranged in the box, photos of items pulled outside of box, but next to the box, and a photo of the shipping slip. I requested they pull the items I ordered and try fitting them in the same exact size box, as they would clearly see it would over flow; unable to seal the box - not to mention with air pillows on top!! I also requested they pull video footage from when my order was selected, shipping label created, and package sealed to see where the discrepency occurred. Ulta had charged my credit card for the items when the original box shipped. So, I requested, just send me my stuff I paid for. Instead, I received a response back that said after further review, they have been able to confirm that order#, tracking#, and weight of the package for the # of items ordered is correct as they have been able to confirm this with their shipper, so no reship or refund would be issued. Obviously replied back expressing that is impossible considering box size, I don’t see how it would be possible to fit an additional 10 items in this small box, and secondly, how can the weight of these 6 items received be the same as all 16 items that were to be in the order. I requested to speak with an Operations Director. Via email response from Ulta Customer Service, I was denied stating they do not have that information to give out. I responded that they have my information to provide to the Operations Director to reach out to me. Again they refused. I requested it be escalated upward requesting to speak with someone higher up, and Ulta Customer Service keeps replying with almost seems like the same templated generic responses. Never-the-less, they continue to refuse to permit me to escalate the matter upward. I literally have hundreds of dollars in merchandise that I’ve been charged for and wasn’t included in the shippment delivered. I have been a Ulta customer for several years, have spent quite a bit, either shops or orders often and never had an issue. This situation has been so shocking and eye opening for me regarding Ulta. This is the first timeU have experienced an issue, and unfortunately it’s a major issue, and their customer service has fallen very short with the same continued templated response instead of treating my case on an individual basis and truely investigating the fine details of the matter. There is truely a grave error that occurred with my order, and I only want things made right. Unfortunately, though, Ulta has failed in showing true customer service by treating people and situations individually, reasearching in great detail to investigate all aspects, and to refuse a customer to escalate a matter upward, I feel is very disturbing.

I have been a faithful Ulta patron for several years now and have enjoyed my Platinum status. I went to a make a purchase recently through the app and received an error message. I sent an email to support and they responded with “Unfortunately, you are unable to order online due to your order characteristics not following that of a typical guest shopping for product for themselves and for their personal use.” I have emailed and called and no one, including supervisors, can tell me why I am only allowed to make in-store purchases now. This is an attack on my integrity and I think consumers should know this before they make a choice to support this company.

Company is an email spammer. Too many emails in one week.