Ulta BeautyReviews of ulta.com

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.

They have good products

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.

After having an Ulta account for years, I can no longer log in to my account due to a disconnected old land line telephone. Spent 45 minutes with an "expert" who could not figure out how to get me into my account. I had to check out as a "guest" and lose my points. Totally unacceptable in 2026 to NOT have customer service technical support. Epic fail. No more using Ulta.

I WILL REPEAT 10000% TIMES. DO NOT buy anything online. They will use On Trak to deliver your items which never arrive to for door. They use a company that steals your items and it takes weeeeeks for a refund. Don't believe me? Go look at On Trak reviews.

Their customer guest service is horrible. I cancelled an order 2 weeks ago, and they're yet to refund me!

I really enjoy seeing Mercy in the salon. She gives me the best haircuts of my life.