Ulta BeautyReviews of ulta.com

Their online order system and online customer service are the WORST. I spent a hour and a half (!) today and still couldn't place what should have been a 2 minute order because their online system kept refusing to accept credit card CVV codes that were accurate (don't you just love it when they point the finger at you first?). Their customer 'service' wasn't; they suggested wasting more time talking to the bank to ensure the billing address is correct. I have no problem anywhere else. I finally got a $10.00 coupon code on the second call (the first person refused to give me one) for my time. The system still isn't working. An hour and a half wasted. Will spend my money elsewhere.

I understand that you want the online orders to be picked up by the person that made the order. However: I am older, parked in an handicap spot, limping visibly after extensive surgery. I went into the store -Plattsburgh-and the clerk would not release the order to me, regardless of showing her my order on MY phone. She wanted a picture id or no order. A mascara order- and pick up, was as intense as buying opioids. Could do better, Ulta. Especially with your injured seniors.

My Ulta account was hacked in December 2025. Luckily, I was able to catch it, but the person managed to sign into my account and use my points to make a purchase. After reaching out to Ulta, we were able to resolve the issue. However, now I am unable to make future purchases and get an error saying my card information is incorrect, even though it isn't. It's clear that my access to make purchases has been locked. When speaking to customer support, two agents kept mentioning deleting my bag after sharing my bag ID, but that didn't resolve anything. I spoke with a rep who was nice; he unofficially said it would likely be easier for me to make in-person purchases than online, since the errors I raised probably flag my account. It's safe to say that this is frustrating.

Got hung up on 3 times!!!!!!!! The 3rd person I talked to, didn't help me! Had this card for 3 years! I make payments on my card every month! Have not made a purchase since December 5th. I work for Ulta, &, I wasn't here due to being sick, &, work 1-2 days a month. My available credit should've increased since making the payment this month! She told me I need to make bigger payments! Why!?!?!? Told her I've had this card for 3 years! I make my minimal payments every month! I've never had this problem!! My available credit should have therefore increased! I had to keep repeating myself to her! Told her she wasn't helping me & hung up on her!!!!! I would give ZERO stars if I could, but, it won't let you leave a review, unless you give 1!

Absolutely horrible customer service!!!!! I purchased an expensive flat iron for over $250. Came in a shipping box completely out of its original packaging thrown in a box. Called to complain and ask them to send me a new one, and I would’ve returned this one to the nearest store. I was told since the item did turn on it was not considered damaged and they will not replace it. My concern was what happens if it stops working in a few months ?Told me that if I went to a store to exchange it since I purchased it on sale, I would have to pay out-of-pocket the difference.!!! so basically they never took accountability for their crappy shipping nor did they try to rectify this situation . I would not deal with these people ever again. Disappointed in how they handled it. I’ll take my business elsewhere.

My local store ran out of gift with purchase the 2nd day it was offered. The manager gave me the number to customer service for them to mail me one. They refused. Will no longer shop at ULTA.

I used to be a frequent buyer at Ulta, but their practices have gone from bad to worse. I tried to return some items I'd purchased for Christmas gifts ( didn't end up giving them ) but couldn't get a refund on my purchase due to it being "past 30 days"; it was 32 days. So, I was issued a gift card. I don't drive and have to wait for my husband to drive me where I need to go, which is why I didn't get my return back to the store in the 30 days. So, I just tried to use the gift card, and it won't allow me; states I have to use it in the store. I will not now, nor ever, shop at Ulta again. There are retailers all over that sell cosmetics and hair products. Do better, Ulta.

If I could give negative stars I would. The absolute worst customer experience I've ever experienced. Their system for customer communications is legitamately awful. The chat representives don't have any access to view your order information and go awol after eventually sending an email followup to deal with the issue without informing you. Then comes the worst email game of tag ever. The automatic responses will ask for the same information, multiple times even if you already provided, and when a rep does finally answer you they autofill a solution that doesn't apply because they have clearly lost all the pertinent information when it finally switches over to their hands. And sometimes when you respond to that email, if you don't include every tidbit of information they should already have in previous emails, you start back at square one. I literally have two email chains culminating in FIFTHTEEN exchanges, SIXTEEN if counting the online chat to solve one issue.