Ulta BeautyReviews of ulta.com

Poor experience with Ulta online shopping—no refund even after returning items in store and spending an hour on the phone with customer service

Twice i’ve spent enough to receive free gift and never arrives- customer service is PITIFUL!

I’ve been an Ulta customer for years, but my recent experience has been incredibly disappointing. My 17-year-old stepdaughter went to the Goodyear, AZ store to use a $25 gift card she received for her birthday. A seasonal employee, who was logged in under another employee’s ID, mishandled the gift card and destroyed the barcode. She was then told she had to pay out of pocket for her items. As a minor, she was embarrassed and confused, and her birthday shopping trip was ruined. I contacted the store, and the manager reviewed the video footage and confirmed the employee error. However, she said the store could not resolve it and told me to contact Ulta Corporate. Corporate support has been even more disappointing. Despite the issue being verified on video, they required excessive personal information, and their follow-up email response contained visible AI placeholders, making it clear my case wasn’t even reviewed by a human. I have heard nothing meaningful back, even after contacting Ulta’s executive office with full documentation. At this point, my stepdaughter has not been refunded, she has not received a replacement gift card, and no goodwill gesture has been offered for the confirmed employee error or the time spent trying to resolve this. Because of the lack of response, I have filed complaints with both the Better Business Bureau and the Arizona Attorney General. As a small business owner and senior PR professional, I understand how critical effective customer service and service recovery are — especially when a minor is involved. This experience has been the opposite. I sincerely hope Ulta reviews its training, escalation processes, and customer service practices to prevent this from happening to anyone else.

I wish I could put 0/5. I always experience a horrible time when it comes to Ulta’s customer service especially today. The person’s name was Katrina and all she did was upset me more by arguing with me. I had proof of my statements but she disregarded all of them and at the end I was just more upset after having a bad experience AT THE STORE already.

Received wrong order. Someone elses invoice and products. Rude,nasty customer service rep on the phone. Was more concerned with me returning the incorrect order than replacing mine.Wanted me to return, I explained I did not have a printer. Asked for expedited shipping for my replacement, they refused. Needed it for today.. Was promised today. It is still somewhere in California and has not moved in four days. Reached out for refund today,they refuse. Awful. Go with Sephora. I should have.

RATING IS ZERO! ZERO!!!! DO NOT GO HERE!!! STAY AWAY!!! The Rainbow is what I asked for. The other pictures is what I received along with a ton of missing hair - broken down to the roots; to be ignored by Corporate, to be treated horribly by the Store - Most of management is not apologetic nor do they care - District Manager will not call me back, nor does sending emails do any good whatsoever. If you are dumb enough to have anything done with your hair at Ulta - you get what you get and it's on you! I am missing over 1/2 my hair and if you blow up the pictures of the Platinum Blonde, you can see for yourself. It's been over a week and no one has bothered to call me. I guess at this point, it is going to be complaining to the State of Texas, and going after Licenses and a lawsuit because I'm done being ignored!!! Please view all the pictures! The last picture with the overwhelming super dark colors and hair so saturated with color that it made a mess everywhere, made the burned and blistered Scalp and Ears worse and took over 3 hours to wash out with cold water and clarifying shampoo after the first 2 hours of just cold water. DO NOT GO TO ULTA! FIRST OFF, THEY WILL NEVER APOLOGIZE FOR MESSING UP YOUR HAIR, AND THEY WILL IGNORE YOU WHEN YOU ARE UNHAPPY! PLEASE CONTACT ME FOR PICTURES!

Very disappointed with the customer service. They kept repeating the same scripted responses and never provided a clear timeline for investigating my missing package. There was no real help or accountability throughout the process. I expected better.

They sent me the wrong order and didn't want to honor the freebies which was 4 full sized r.e.m. items and wanted to give me a $15 dollar gift card for the inconvenience. One of the freebies alone was $20 dollars. The mistake was literally on them