Ulta BeautyReviews of ulta.com

The customer service at the store level and online was terrible. In Oct 2025 I bought 2 packages of Repair Rescue Insta Smooth Ridge Filler for nails. I used one bottle with no difficulties. When I unpackaged the second bottle it was damaged and dried out. I returned it to the store where they informed me they could not give me a refund. I left the damaged package at the store. When I got home I realized my receipt said return within 90 days for store credit. I called the store and they there was no one authorized to help me at the store level. I reached out to customer service online. After at least an hour and emails they asked me to upload a picture of my receipt- I did this. Then they asked me to take a picture of the defective product- I told them to call the store where I left the product. They said they couldn't do this and they would get back with me. They never did. This is the worst customer experience ever!!! Usually stores try to work with customer concerns. This was only a $14.99 store credit, imagine if it was an expensive product

The Ulta Beauty World ticket experience was very poorly organized. I followed the rules and logged in exactly at 10:00 AM, the scheduled release time. However, many others reported that they were able to access the system 1–2 minutes earlier. When I contacted customer service about this, I was told that it was “impossible” for anyone to log in before 10 AM—yet multiple accounts clearly show otherwise. This created an unfair advantage for those who gained early access, while those of us who followed the rules were disadvantaged. Additionally, some individuals were able to purchase multiple tickets during their turn, even though Ulta repeatedly stated it would be one transaction per customer and that users would have to rejoin the queue for additional tickets. These guidelines were not enforced, and the information Ulta provided was ultimately inaccurate. Overall, the process felt misleading, inconsistent, and unfair to customers who followed the stated instructions.

The absolute worst customer service. I have been a loyal customer for over 10 yrs. I received my most recent order, the box was opened on the bottom and my items were stolen! I called customer service, they said the box was correct weight when it left distribution facility they cant replace or refund me for stolen items. I closed my account and will NEVER deal with Ulta again! $118 completely lost.

This was the worst experience EVER. They lied to the public and cheated everyone out of an opportunity to go to Ulta Beauty World 2026. Poor communication and false advertisement.

I was online since 10 AM Florida time to have a chance to attend Ulta Beauty World, but the app simply wouldn't give me the option to even join the queue to buy a ticket. I had to access it through Google in incognito mode, I don't know why, but it was the only way it worked. The loading circle never progressed past the first stage, and 30 minutes later they simply closed the line. We connected from several devices at my house to try and get just one ticket for me, since I love buying beauty products all year round, but I've never in my life felt so disappointed and like I wasted so much time and had my expectations crushed. As always, only influencers will get in, a deceptive practice by Ulta Beauty. I wish there was something that could change my experience with Ulta Beauty because I called customer service and they didn't know anything and weren't helpful at all.

This approach felt deceptive and disrespectful of customers’ time and loyalty. As a Platinum member, I expected transparency and integrity from a brand that positions itself as customer-first. Instead, this experience has significantly eroded my trust in Ulta and directly influenced my decision to stop shopping with the brand. As a result, I am requesting the following: A formal apology acknowledging that the messaging and execution of this campaign were misleading. A clear explanation of why non-influencers were invited to participate in a registration flow that was never intended to be accessible to them. A commitment to a policy change ensuring future marketing communications clearly state eligibility requirements and do not place customers into false queues or dead-end registration pages. What could have been an opportunity to strengthen customer relationships instead demonstrated a willingness to mislead loyal customers for engagement metrics. Until this issue is meaningfully addressed, my loyalty—and business—will remain elsewhere. I hope Ulta takes this feedback seriously and uses it to improve how it communicates with and respects its customer base.

I bought a gift card that was compromised and Ulta would not refund. Customer service first said they would refund but then sent email saying they would not refund. I went in the store to purchase gift card with my debit card on 12/18/25 at the Creve Coeur, Mo store. It was mailed in a box for Christmas to Dallas. Card was used on 1/15/26 and the problems began. Found out card was redeemed on 12/24/25 In Utah.

I order a package cost me $239. I received an email from UPS saying delivered well I don't get the package. I contact customer service by chat OMG, they give such a hard time to provide me where's my package and they said I will receive an email on Monday asking if I receive the package well its 5:38 pm 24 h later and no email receive. Per a nice neighbor he received the package not even with the same apartment number! DO NOT PURCHASE ONLINE. They DO NOT DELIVERED YOUR PACKAGE TO YOUR HOME.