Ulta BeautyReviews of ulta.com

I have been a platinum customer at Ulta for YEARS. For some reason, I have been blocked from purchasing online. I have no idea why. I have attempted to contact customer service five different times and each time they say that I should hear back in a few days. I never heard back. This is extremely frustrating and no way to treat a loyal customer.

Terrible company and customer service. I contacted them a month ago about not receiving my package worth $250 and they said they were escalating the situation and would contact me in a few days. Weeks went by and I kept emailing asking when I would receive an update. After waiting a whole month their response was that they couldn’t do anything because they checked the tracking number and it said it was delivered. It took them a month to do that?? It’s ridiculous and they are completely clueless, after complaining about it they tell you that they are trying to improve their customer service but refuse to help people who never receive their packages.

These people are absolute crooks, refusing to allow return and refund for my purchase even though it was a faulty product. Rude correspondence, cheap quality product. Avoid this company like the plague!!!

ULTA in ROCK HILL- horrible experience because I did not give a phone number to make a purchase. I was picking an item up for someone and did not know their number by heart so when she asked for a phone number I said oh no that's ok I just need to buy it. She said well we really need the phone number something something but I just said no thanks- can I just buy this? She again said are you sure you don't know someone that may have their number? It really helps us out...I at this point just stood there and she just looked at me and I at her. Can I please just buy this? -FINALLY she rung it up and I paid. she took receipt and pushed it and item across counter at me and I said can I get a bag? she said no I am out of bags. I said really? 3 feet beside her another cahier is putting stuff in a bag. She very huffingly put stuff in a bag and handed it to m- I said you are really weird . Called manager and was told that asking for phone number is policy I told her well that is great but if a person says no 1, 2, or 3 times the cashier needs to just stop asking and ring stuff up. I told her abut bag thing and she says we are out of bags - I said well I saw some and I am looking at one now so that's not true. She said we are out of little bags. I said this bag is less than a foot high and across. she said she didn't like my tone and they are busy so she needs to go. HORRIBLE TREATMENT EMILY was the cashier and JORDAN was manager I spoke to- very disappointed

I loved ultra beauty and loved shopping there. I am disappointed that you did not re-open this week and customers still need to shop curbside!!!!! I guess you must be a flourishing industry that you don't need in store customer shopping anymore. I respect the governors orders from March and truly do trust his judgement with allowing stores to open, and after reading your reviews from curbside pick-up I guess I need to buy my products elsewhere .

Up until about a month and a half ago, I loved Ulta. They have a large selection, the sales associates aren’t overly in your face but can be helpful when you need to find something or have questions on a product. Due to Covid, they have obviously been closed, so I ordered a pretty substantial order online, over $300 worth, which was 14 products (makeup is expensive). My order shipped in 2 boxes, one was supposed to have 13 items, and one was supposed to have the final item, why it shipped that way I have no idea. The first one “arrived” but It was either never delivered or it’s possible someone took it from my door. So I called the customer service number, the girl was fairly helpful and told me to wait until my second box was delivered to determine which items I had received and which ones had not made it to me. She also told me that it would be no problem to get me a refund or replace the items that had not showed up. So I waited a week and a half for the second box, which (like it said it would) only had one item. I call the customer service number again and was on hold for almost an hour, the girl told me that she would not be able to give me a refund due to the amount of money she would have to refund, only a supervisor is able to do that and all of them were busy, I was supposed to wait for an email from them and that’s how I would correspond with a supervisor to get my refund and they would contact me in 24-48 hours. So I waited, no email, I gave it 3 days just in case. Still nothing. So I call back, this customer service representative was terrible, she had an attitude from the very start of the conversation, ( I get it, I’ve worked retail and sometimes you have bad days but this was over the top). I explained to her my situation, she told me there was nothing she could do and that I need to wait for a supervisor to call me, and that it would take 1-2 days to receive this call. I explained to her that the girl I talked to last told me that it would be an email, and that I had waited for that already and was confused why it would now be a phone call, her response was “ Well I don’t know IF she would tell you that because that’s not right, and YEAH you’re going to have to wait a while, they are getting a lot of calls.”. I then asked her if she could maybe connect me to a supervisor because I had now heard 3 different things and wanted a straight answer, she said “ No, I CANNOT do that, I Don’t contact them. Can I help you with anything else.” I said no and that was the end of that call. So I waited for a phone call or email or refund, I got nothing, so I call again. This customer service representative was AMAZING, she was kind and extremely helpful and genuinely sounded like she was empathetic with my frustrating situation. I explained everything that had happened so far and she immediately said, “do you mind if I put you on hold while I try and see if there’s a supervisor available to talk to you now, so that we can get this squared away for you today?”. So basically the complete opposite of the girl before. I said yes, there was no one available though, which made sense since I did call in close to 5 like a dummy. She escalated my report so that it would basically go to the top of the pile and a supervisor would see it and contact me sooner since it had been over 3 weeks at this point. Still I got nothing, no email, no call, no money back in my account. I call again today and I explain my situation again, and she tells me there’s nothing she can do, and that corporate has to contact me. So now it’s been an easy refund, to an email, to a call and now corporate is involved? What is going on, I’m thinking to myself. I then asked her to please try and connect me with a supervisor, because it’s been over a month now, and she does. Well I never actually got to talk to a supervisor, apparently she got my refund approved from a supervisor while I was on hold, either way hallelujah I’m FINALLY getting a refund in 7-14 business days. Now we wait to see if I actually get it. I’ve worked in customer service for over 10 years now, this is not how you deal with customers, between the representatives that aren’t on the same page, holding my money hostage with nothing to show for it, to the rudeness that I encountered, needless to say I am not happy with my experience.

Their customer service is below incompetent. Do not purchase anything here! They don’t care about the customer only profits.

Complete bs. Was harassed to get a Ulta card and did and then things went really bad. I wanted to pay it off in full so paid 2 payments in may and then wanted to pay it off in June. Then was told I couldn’t pay in advance after paying and was told I now had a late fee. So I paid it off and will never ever shop w them again. Customer service is a joke.