Ulta BeautyReviews of ulta.com

I am documenting a significant customer service failure regarding a recent online order valued at approximately $100. On September 11, 2026, I placed an online order and inadvertently selected an outdated shipping address. Recognizing the mistake immediately, I contacted customer service and requested that the shipment be rerouted to my current address before it was processed and shipped. During that call, I specifically asked multiple times whether the address correction had been successfully processed. I was repeatedly assured by the customer service representative that the package would be shipped to the correct address. In fact, after expressing concern several times, I was consistently told, "Yes, ma'am," and assured there would be no issue. Despite these assurances, the order was ultimately delivered to the incorrect address. Upon discovering the delivery issue, I contacted customer service again and was informed that a supervisor would follow up within 24 to 48 hours. During that conversation, I was also told that no notes existed documenting my request for rerouting and that there was no evidence an address correction had ever been attempted. After receiving no resolution, I contacted customer service again on September 18, 2026. During this call, I was informed that the delivery was my responsibility because I had originally selected the incorrect address. When I questioned the previous assurances that the order would be rerouted, the supervisor, Brian, acknowledged that notes existed indicating a reroute had been requested, but stated that the carrier was unable to make the change. He further advised that because the package had already been delivered, the company was unwilling to provide any remedy or accommodation. What is particularly concerning is that the delivery address was not associated with any active address information in my account and had not been used by me in more than nine years. After reviewing my account following these conversations, I discovered that the outdated address no longer appeared in my profile, making it impossible to verify how the shipment was ultimately directed there. While I fully acknowledge the initial selection error, I took immediate and proactive action to correct it before shipment. The core issue is not the original mistake; it is the repeated assurances from customer service that the matter had been resolved, the apparent lack of documentation regarding those interactions, the conflicting explanations provided by multiple representatives, and the complete absence of accountability when the promised corrective action failed. As a customer, I made every reasonable effort to prevent this outcome. Instead of receiving support, I was met with inconsistent information, inadequate follow-up, and ultimately a refusal to accept responsibility for a preventable service failure. This experience reflects a concerning breakdown in customer communication, process execution, and issue resolution. I would welcome an executive review of this matter and request a fair resolution that recognizes both the documented attempts to correct the shipment and the company's failure to carry out the assurances provided by its representatives.

ULTA BEAUTY CREDIT CARD — DO NOT GET THIS CARD!!!!! I would NOT recommend this card to anyone. Seriously, stay away from it. If you are even ONE MINUTE late with a payment, you can end up getting hit with ridiculous fees that can make your balance skyrocket and potentially turn a small amount owed into a much larger debt. The payment system is an absolute disaster. The cutoff time is ridiculously early, and the fees are outrageous. It feels like the entire setup is designed to punish customers over the smallest mistake instead of actually helping them manage their accounts. The charges are completely unreasonable, and the way the fees can pile up is honestly infuriating. What should be a simple credit card payment turns into an expensive nightmare. 🚨🚨🚨 I WOULD NOT — NOT, NOT, NOT — EVER RECOMMEND THIS CARD!!!!! 🚨🚨🚨This is one of the most frustrating financial experiences I have ever had. The policies are awful, the fees are excessive, and the whole system feels like a complete joke. I deeply regret having this card and would strongly advise anyone considering it to look elsewhere. There are better options out there than dealing with this kind of nonsense.

Below a 1 if I could. Worst customer service. Everyone is offshore. No grad department. Comenity Bank says credit card is good. Ulta will not allow me to make cc purchases online. Two emails claiming I am committing fraud. Damaging my credit. Wrote letters to CEO asking for proof. This was I can file a police report or who will fix this. No response, except from a service rep Monica, that their decision stands. I’m the one who figured out they let an unauthorized change with the incorrect info. All I want is this to be repaired, an apology letter and to be able to purchase online again. My last purchase was back in April. Who has been trying to use my card. Not me! Terrible customer support, care and service.

I'll be shopping at Sephora from now on.

I ordered 3 colognes and a complementary water bottle. My package was missing one of the colognes. Called Ulta and they said the package was the correct weight even though I’m missing an item. Wouldn’t recommend ordering to be shipped. Ulta will not refund or send what is missing.

Terrible- Loyal long-term customer- Humiliated, Watched and Denied a sample of an already opened sample. Silence would be a Shame, since I left in tears. I would not want any customer to ever experience what I did. Ulta, I have lost all confidence in you, your product, and your associates. You have no authenticity anyway, just a warehouse of poor mis marketed products and delusional associates that do not care what's so ever nor do they even understand the first thing about the products carried and pretend to help with. And they definitely do not understand the basics of business and customer service to say the least. Sincerely, - Pissed off & never to return again X Customer

I scheduled a MAC makeup appointment for today at Ulta Beauty in Lacey, WA after an employee suggested it while I was shopping. Unfortunately, the experience was a complete waste of my time!!! I spent a significant part of my day driving to the store, but when the appointment began, the makeup artist seemed unsure of what to do. She repeatedly asked other employees for help, yet no one was willing to assist her. The makeup looked terrible—especially the eyeliner—and only one employee eventually helped remove the worst part of it. What disappointed me most was the overall attitude. I felt as though they were doing me a favor rather than providing a professional service. No one explained the MAC products being used, recommended anything suitable for me, or even offered to help me purchase products afterward. There was no consultation, product education, or meaningful customer service. I truly do not understand the purpose of inviting customers for makeup appointments if the staff are not properly trained or prepared to make the experience helpful and enjoyable. I left feeling embarrassed, disappointed, and frustrated that I had wasted so much of my day. Based on my experience, I cannot recommend booking a MAC makeup appointment at the Lacey Ulta location. While I was shopping there, the employees began doing makeup on one another and laughing very loudly. It felt more like they were socializing among themselves than working in a professional beauty store or paying attention to their customers! Terrible experience!

I was very excited to try two products for a great price (50% off sale) as I had only heard great things. Unfortunately, Ulta sent the products to an address that I haven’t lived at for over 15 years. They wont refund me or send the product to my actual address in Massachusetts. Ulta has the worst customer service and terrible policies. They lost a customer.