Ulta BeautyReviews of ulta.com

Did not receive my promised order of deluxe samples. Called 3 times and keep getting the run around over this. Will shop at Sephora from now on.

I am a makeup lover, and frequently shop in store and online with Ulta. I have had no reason to deal with customer service until today. I ordered online with a 20% off coupon that included prestige brands. I received my shipment, and it was missing a Lancôme mascara ($32 original price) even though it was listed on the packing slip. Customer service could not have been less helpful. They told me the item was no longer in stock and they could only offer a refund to my card. I had to explain several times that I was not satisfied with that solution as a refund to my card at the 20% off rate did not solve my problem —that I am out of mascara and will now have pay full price since I don’t have a coupon code! I don’t think this is a complicated concept or a surprising reason to be unsatisfied with a solution. I only order my mascara when I can get it on sale. Customer service did not attempt to make the situation right at all. They didn’t appear to care one bit about my inconvenience due to THEIR errors. Are you telling me that there is no way they could send me a 20% off one item code so that I could purchase a different mascara? Or send me a $32 gift card/store credit/online credit to go to the store and get one at full price? I told them that I would be fine to order a different Lancôme mascara if they could just send it to me at the 20% off rate...that was also no-go. I was on the phone for a long time, and it was clear that no resolution was going to happen. Ended up with a refund at the 20% off rate. Wasted time and energy. This is what makes the situation worse—over the past 10 days, I have spent almost $500 at Ulta with 20% off codes in preparation for Christmas and as a donation to a mission. I am clearly a good and loyal Ulta customer. Until this shipment, I’ve never received a shipment that was missing an item. The customer service people can see my record of sales. I am the ideal consumer that they should want to keep in order to continue steadily receiving my money, right? Instead, they nickel and dime me over a stupid mascara. I got off of that call so frustrated because I simply don’t believe that customer service was powerless to solve my problem. I will NEVER buy mascara there again, and will purposely wait for Sephora VIB sales to purchase all of the makeup I would normally purchase at Ulta. The only thing I have to purchase at Ulta is Shape Tape. Ulta will not come out ahead if their customer service doesn’t improve. Consumers have Sephora and beauty brand websites that offer the same if not better discounts.

Will know longer be shopping here prices are very high and staff is very rude. they send out multiple emails talking about freebies but when you go to the store they don’t have them and will give you nothing in exchange. Staff doesn’t seem to care if you shop there or not so will be spending my money elsewhere

Ulta advertises lots of amazing 1 day deals....BUT when you go to buy the products online it's out of stock for that particular day. Total bait advertising! And then when you address it in a complaint, the guest services rep says "stop by again for great deals". Long story short I have never purchased anything there and never will. I'll continue to give my business to Sephora and by the looks of all the complaints on here it seems most consumers do the same.

I'm specifically writing about the Ulta store in West Hollywood, CA. Most of the sales people on the floor are nice and can be helpful (occasionally a bit pushy, but I think that's pretty normal......), but for some strange reason EVERY SINGLE TIME I go to the checkout line, the wait ends up being absolutely ridiculous. It's like a joke - there will be 5-6 people waiting to purchase their items, and there will be 3 cashiers/employees behind the counter but only ONE cashier is ringing up customers and the other two employees are shooting the shizzle and gossiping or doing other random, seemingly unnecessary things that don't appear urgent, while the line of customers is getting longer and longer and longer. Then the one single working cashier will get stuck on an item or there will be a customer trying to return something that didn't even come from Ulta but who is insisting that they receive cash back for the return, or SOMEthing will totally hold up the line, and the other two gals "working" behind the counter won't even think about opening up a new cash register so some of their customers can actually buy the things they want to buy and get the heck out of the store. The whole place comes to a complete halt and movement of any kind stops and you wonder if you have entered some kind of Twilight Zone-esque Ulta Bizarro World where you can shop there "any time you like, but you can never leave." (circa The Eagles, Hotel California). God forbid you ask the front area manager "excuse me, do you think you could open another register while the only open cashier is on "pause" since the customer is trying to return a Sephora lipgloss she's insisting she purchased here?"......Trust me, that manager will likely whip her head around and terrifying red, burning lasers will be glowing from her eyes and she'll laser beam your head right off of your shoulders (and your head will fall to the floor and quickly roll out the door just to escape from that Place of No Return). I really don't understand how one store can get the simple act of checking out customers SO vey wrong. I've never experienced a similar problem anywhere that I can recall - any normal establishment would just open a second line to get things flowing smoothly. Not at Ulta West Hollywood........ oh, no. They seem to be set on making you wait (and perhaps even proud of it? Could that be a thing?) and if you want to stay on their good side, you will not make a scene or ask a logical, reasonable question like "can we please buy our items and leave the store in under 90 minutes so i can get back to lmy life?" It's really quite baffling, and even though they often have some pretty good deals, I've started avoiding this particular Ulta Beauty because that line just infuriates me. I'm giving it 3 stars because they do have a nice selection of brands and items, and when they discount their products great deals can be found. But that line......that Godforsaken checkout line!!! Just make sure you have an entire afternoon free if you plan on making a purchase.

I like Ulta Beauty but I do not like the guest services. I placed an order recently and I was suppose too receive the beauty bag with my order I placed it a day after the email and it was available online but wouldn’t let me add it. Guest services said it’s sold out and offered me a 15$ gift card like that even comes close too the beauty bag that was valued at 238$. I talked too four guest services people not including the two I talked too because I was returning the supervoros call that called me. Her name is tonya and she has still not returned my call. I doubt they will do anything too fix the issue but I did take a screen shot of the item it was showing available it’s not my fault they didn’t update their website. Anyway we’ll see if I get a call back at all. I do love the stores but the guest services so far is absolutely no help.

I can't believe how much bad reviews are on here, I guess it's true that review sites are just a place to rant! lol anyway, wanted to say that ulta is great. I once complained about the samples i received with my online order so they sent me extra samples in my other order. They're great. the only con i would say is that they don't offer samples like sephora does.

I've been an avid ulta rewards member and shopper for going on I years now and at first eveything qas great, but starting this year I keep getting orders with missing items. My past order I ordered 14 items from the 21 days of beauty sale. Of my 14 item a I only recieved 3 of them and they were the gifts that came with the purchase of the items I bought. There was only 1 tracking number, so the items did not ship separately. The order slip also only says 3 items. I called and they reordered my items, but 4 items are now out of stock. How does anyone misplace 11 items. This ridiculous. It's like evey other order something is missing.