ULTA Beauty offers customers prestige & mass cosmetics, makeup, fragrance, skincare, bath & body, haircare tools & salon. bareMinerals, Smashbox, Murad & more.
Ulta Beauty (ulta.com) has 2,261 customer reviews on Five Star Index, with an average rating of 1.7 out of 5.
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Lori M.
My package came today and their was conditioner all over the bottle this is unacceptable I spent 26.00 on this and this is how it was treated I will never use your online services again I have a picture it won't let me post it I'm beyond upset
Sharlene ..
Terrible! I ordered 2x mascara’s online and found the same mascara with free shipping on Sephora and Amazons website so I called them to can my order. Then I get an email the next day saying my mascara shipped. So I called customer service only to have them tell there is nothing they can do because my item already shipped my option was to be refunded for the mascara (not the ridiculous shipping fee). I asked the associate why the order was processed if I had cancelled it the day before and she states “some things slip through the cracks, there’s nothing we can do about it” the end. I will not be shopping at ulta again and have filed several complaints about the unprofessionalism behavior with the customer service team and manager.
Veronica Harris O.
I would not even give them a 1 star if not required. I ordered 5 hand soaps from them and never received them. When I called they said the UPS truck wad in an accident so the soap was not delivered. They did not tell me this 15 days after it happened. There was no credit to my account. I depended on that soap due to the covid virus. I waited 1 hour on hold for customer service to be told this. I asked if they could reship and they said no they cannot take orders from that number. Hand soap is hard to find with the virus and I was waiting on my order from them. I will stick to Bath and Body works.
Maria T.
I don’t even want to give them 1 star. Customer service is absolutely horrific. I’ve been a very loyal, diamond member of Ulta. Because of covid 19 I was forced to evacuate out of my apt and cannot travel back to get the package, nor is the office open. Even under these extenuating circumstances with covid 19, customer service was appalling. They would not allow me to change my delivery address when the order is still processing. Kevin from Florida in customer service was very rude and unhelpful on both occasions I called. Unbelievable. It’s absolutely ridiculous that now I may not be “approved” for a cancellation? Then I will lose my money, my coupon, my points and the products I was very excited for. I urge you to not shop ulta, especially online. Despite my loyalty to them they did not express the same loyalty to me.
Marissa G.
They need to fix their customer service. I placed an order yesterday and within mins I called to ask them if they can canceled my order. I didn’t realize that It’s going to my old address and she told me she’d sent a request to canceled and well today got an email that it’s shipped. I’m not happy with their customer service. They always sound unhappy and unwilling to help.
Linh
I have had multiple mishaps with the Ulta website and Ulta stores. The first time I placed an order on Ulta, I didn’t know so I used my international credit card and it went through just fine. However the next time I tried to purchase online I was notified that my account was blocked (and I didn’t get any emails about this at all). I contacted the customer service and they said it was because I wasn’t allowed to use an international credit card. So I told them that it won’t happen again and they unblocked my account. The next few times after that I could purchase everything just fine and I made sure to use my US card every single time. But then came the 21 days beauty sale and suddenly my card was declined for no apparent reason. I tried multiple times because I put in incorrect information (even though that would be impossible since my laptop memorized the card). I figured I would just go to an Ulta store and purchased it in store. Unfortunately when I went the product was out of stock, but it was still available online so the employee suggested that she could place the order online and have me pay in store. But then my account was completely blocked and even though I charged my card right in store it wouldn’t process (the employee was very nice but there was nothing she could do). I ended up calling customer service to ask what was wrong and she basically told me that they blocked my account because I tried to charge my card multiple times. BUT THE ONLY REASON WHY I TRIED TO CHARGE MY CARD MULTIPLE TIMES WAS BECAUSE IT WAS DECLINED FOR NO REASON!!! And they never gave me a proper answer why it was declined in the first place. They said they could unblock it but it would take up to 3 days (which was completely unacceptable and so unfair with all of the promotions going on) so I just gave up and went home. My next problem with Ulta is about their exchange policy. I purchased a blush in store and I got a little discount thanks to my points but I didn’t open it (obviously) until I got home and it was completely shattered (totally not my fault). So I figured I would just go to an Ulta store and exchange for one that is not damaged. When I did, the cashier told me I needed to pay extra money since my points would not transfer and I now had to pay full price. I asked where would my points go then and she told me they would go back to my account. I said well then I’m just gonna use the points I got back but then she told me the points would not be in my account until at least 3 days later. I was so mad but I ended up just paying extra since it took a lot of effort to go all the way to an Ulta store (there’s none near my place and I had to take an uber every single time) and it would be pointless to just return the blush after going that far. BUT WHY THE HELL SHOULD I PAY EXTRA FOR AN EXCHANGE?! I LITERALLY HAVE NEVER SEEN THIS POLICY ANYWHERE!!! I was on the phone with my friend and she was so confused as to why I had to pay extra when I was just exchanging a product for the EXACT SAME ONE. Safe to say I’m never gonna purchase from Ulta again. Better off buying from Sephora anyways.
Marina R.
Do NOT buy online using Apple or Paypal!!!!! They somehow get your OLDEST address ever from there and ship to it and NOTHING can be changed. EVER. They also put a restriction to UPS and USPS so they can't change your address. $144 dollars are GONE and they just don't even try to do anything on their end.
Jennifer
I am BEYOND UPSET with Ulta.com I cannot believe their ABSOLUTE GARBAGE policies! I placed and online order for 4 CoverFx monochromatic blush duos. I received an update stating that my shipment was delivered but then was discarded because of damage and/or missing items. I called customer service on 4/9/20 and spoke with Mark. He informed me that the package was discarded due to damage and I asked if the driver opened my package to see that all items were damaged and why wouldn’t they let me see in case some items were salvageable. (I believe they didn’t have the items in stock in the first place) After he told me this, I asked, well when can my items be shipped, he informed me that there was only 1 in stock. I said that’s fine can you go ahead and resend it and when the other items are in stock can those be sent. He told me no. I was like excuse me?! I DO NOT UNDERSTAND WHY THEY CANT BE SENT ONCE RESTOCKED, IF I PAID THE MONEY FOR THEM! This is the WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED and I have buying from ulta for YEARS!! He just said it’s not their policy to do so. What the heck policy is that?!?! I can’t believe what I just went through. ULTA SHAME ON YOU!!! ABSOLUTELY TERRIBLE!!!!
