Ulta BeautyReviews of ulta.com

Second time I have missing items in my packages and Ulta refuses to help me. They say that all items were packaged and the “weight” of the package tells them that all items were sent! Ulta and whoever is packaging items are thief's and scammers. I am a Diamond member and no need for lies and horrible customer service provided to me. Thinking of closing my account and going with Sephora.

I ordered from Ulta. I ordered 10 items. Tell me why only 2 items were delivered!!! Poor customer service! DO NOT ORDER from Ulta they have no idea how to count!!

I order $111.00 in a pick up order at medford ulta store i get a email from ulta saying they received my order and will notify when ready then i get notification they charged me for said order as one would so i go ion with other things look at emails later to see if ready for i k up …..and email says we ulta cancelled uour entire order ! sorry no reason as to why and ive never had this happen before after im charged So I call customer service as im talking to her i get another email from ulta saying track ypur order!! Hih what order?! I didnt Order anything for delivery or Okay anything to be order and delivered!?? And the email says one item shipped to your home and a 6.95 shipping fee i ordered 7 things for pickup for $111 wtf and then i look at my bank account and $111 charge has disappeared And there a charge only card for $49.95 for one compact of foundation! Soo then ulta customer service rep says the “store” assuming store associates cancelled Your order because your shipping address was did front that's the address you entered your card is linked to ?!?!! So the store cancelled your order !!?? So my ears are smoking and i say to her “ wtf does someone grt my personal info to pick thru and decide what to do with my order the payment didnt decline it’s not a shipping order !! its a pick up order !!’ And if i order something and pay for it there only job is to get it Put in bag and set there till i get it so what is going on and now i know my card is compromised and my info! Then i ask the Ulta agent so why is there a $49.95 charge for one of the items i oreded “FOR PICK UP “ charged to my card shipped to me and a shipping charge added withput my permission or consent…..yet you just or your store employees went thru my order personal Info and some how was given my card info because i ordered and paid on the ulta app!! Then i call the store and ask for a manher and she hangs up in my face when I wasnt being rude i hadnt even barley said a full sentence yet and she hsngs up in My face!!! So clearly something went on here fraudulently with my order my personal information and all my card info and no one wants to answer why ulta thinks they can do whatever they want with ppl Orders there money there card info and then think hanging up in someone face is okay !!! Im reporting ULTA TO CONSUMER FRAUD PROTECTIONS and they can investigate this kind of business practice. You wanna cancel order because yo were given access to my info and card info when you shouldn’t have been thats illegal and then you do as you please send whatever you please charge me whatever you please and then charge me a shipping fee on top of it and telling me you cancelled my paid for pick up order just to ship me one item out of my pick up order and a shipping fee , but you said you cancelled the order because address didn't match a paid for order i got the receipt and confirmation email from ulta i can show all the charges and all reversals you kept doing on my account i can show it was paid for over an hour before someone personally decide they didn’t wanna idk shop my order just wanted to ho tbru my personal credit card i fo etc ig !! But you cant tell me for one second ULTA EMPLOYEES DIDNT JUST COMPROMISE MY ACCOUNT AND CREDIT INFO !!and cassie at medford ulta how professional of you TO HANGUP IN MY FACE WHEN I TRY TO CALL AND FIND OUT WHATS GOING ON WHY YOUR EMPLOYEES ARE CHARGING CANCELLING SENDING ADDING FEES TO MY ACCOUNT CLEARLY YOUR NOT MATURE ENUF YET TO BE A MANAGER ! Be careful using card here or putting card info in ULTA APP we dont Know whos getting free access to it and whats being done with it the reason for apps and things is so there less identity theft its all computer and electronic employess shopping pick ip order shouldnt have access to any of it !

I am appalled and extremely angry at how I was treated today over the phone by a SUPERVISOR. I explained to him that I keep receiving damaged eye shadow. ULTA never properly protects the items in shipping. No exaggeration, 99.99% of the time the eyeshadow arrives cracked or shattered. I refuse to go drive to an ULTA to return it or to drive to a UPS to send their damaged item back. It is not right or acceptable that the customer is expected to go out of their way to return an item that ULTA carelessly shipped. I don’t own a printer, so I can’t print a return label. I am so tired of explaining this to ULTA every time they send me a damaged item! I asked the supervisor for a UPS pickup (when the driver brings the label) and he reluctantly said OK, but then told me to “take just a 14 min drive to Ulta”. SERIOUSLY?! He goes, “I checked the distance.” LOL. Are you joking?! Then, the best part, he insinuated that I was “trying to get free items”. I can’t make this up, folks!! I am so livid. I have been a long time customer of ULTA and have spent A LOT of money there over the years. They never protect their eye shadow products in shipping. NEVER. I always send them pictures of the damaged products, yet they still say too bad, return it and then we will replace it. All this over a $7 eyeshadow! Never in my life have I been treated so poorly. I am DONE with them. DONE!!

I bought some nail polish online from Ulta, or rather, Ulta Marketplace. I should have known. I ordered on 9/29 and got the product on 10/2; it was the wrong item. I live close to an Ulta store and hadn't been in a while, so I drove on over on 10/3. I explained to the cashier that I had received the wrong item and wanted to return it. Her first question: Is it used? Wow. So she had to call the manager over to issue the refund. Since it's Marketplace, you don't get a receipt or anything for the return. No apology for the wrong item, no sorry for the inconvenience. Every time I go into that store, they act like anyone who isn't a model shouldn't be there. Super disdainful of everyone. So on 10/3, I got an email confirmation that my refund was issued. It's 10/20 - no refund. I emailed Ulta guest services. Their response: wait longer. So I disputed it with my credit card company, and a refund was issued. It's interesting that on Google Ulta has 4.7 stars, but I couldn't find anywhere to leave a review. I ordered the product from Amazon and got it the next day - no problem. When all these retail stores go out of business because they hire really crappy people to work there and pay them low wages, I won't be sorry for them. And I won't be sorry for any of those crappy people either when they lose their jobs. Amazon it is.

I want to tell you exactly what happened, step by step, so you can decide for yourself whether to keep buying from Ulta. On September 29, 2026, I ordered from ulta.com and paid the full price. My items were shipped separately in two boxes: one box with 7 items (order M224305704), and another box with 1 item sent separately. The box with 7 items was left out in the rain — the driver never rang the bell and just left it there. The box was soaked through with water, the whole box was wet. Inside were only 6 of the 7 items, and all six were water-damaged. The Rare Beauty birthday gift was missing. The Sunset palette was cracked. I sent Ulta photos of the damage (October 3). Ulta told me to throw the damaged items away. At first Ulta wanted me to mail the damaged products back; then they said the products were too soaked to return and promised to reship new ones. The reshipment arrived (order T199849020, delivered October 8): no birthday gift, no Cold Heart. On the day they shipped it, I was told Cold Heart was "out of stock." That was a lie — I checked Ulta's own website repeatedly; Cold Heart was listed InStock at $15.50 the entire time. They shipped again (order T200327095, delivered October 9): only 5 items, 2 missing. Ulta said they would refund the 2 missing items. I refused — from day one I said I do not want money, I want the products. They then promised to send the 2 remaining items; what arrived was a Sunset palette and the birthday gift — still no Cold Heart. In the end they sent me Sunset instead of the product I ordered. They issued a refund anyway (invoice T200068820) that I never requested and never authorized. But what I want to emphasize most is not the missing product — it is how Ulta's customer service treated me, from the first day until today. On the October 5 calls alone, Ulta hung up on me four times. Josh hung up on me. A manager hung up on me. A supervisor named Eric hung up on me. And Odeni, another supervisor, hung up on me — after dismissing the missing Rare Beauty birthday gift as "just a free item," asking if I had "anything else," and ending the call. His tone made it clear he believed the problem was me. When I asked to escalate, I was told: "Right now, I'm the highest here." They blocked my escalation — and hung up anyway. I was promised a callback. Nobody ever called back — not that day, not ever. From the first day until today, no one at Ulta has ever contacted me back. Later, a supervisor claimed in an email that Ulta had tried to call me. That never happened. And while I was fighting this by phone, a representative named Lady — who never spoke a single word to me — processed a refund on my account behind my back, by email, without my consent. My case was passed from supervisor to supervisor. People I had never dealt with kept inserting themselves into my case and answering me. A representative named Ma., whom I had never dealt with, replied twice — both times offering only a refund and blaming a "system limitation." On October 11, I wrote that I would deal with Astrid only — the representative who had confirmed my reshipment in writing. On October 12, yet another new representative, Angely, replied instead, ignoring that completely: refund only, no replacement, and the claim that Cold Heart was out of stock — while Ulta's own website showed it available to order. On October 7, my complaint about the staff's conduct was supposedly sent for team review. I have never received a real answer to it. Not then, not since. From the very first day, Ulta deflected responsibility and blamed me, the customer, for everything — as if a box left soaking in the rain and items that were never delivered were my fault. Their manner of speaking was rude and dismissive, their answer to everything was "there is nothing we can do," and not one person — not one — ever gave me a sincere apology. On October 18, Ulta's head office emailed that the "order was complete" and the decision is "final." No apology. No responsibility. Not one word about how their staff behaved. I filed BBB complaint #25397860. Ulta's official response again refused to fix anything, admitted no fault, and offered one generic line of apology. Every fact here is documented — order numbers, tracking numbers, emails, and photos of the damaged shipment. Decide for yourself whether Ulta deserves your money.

The website color matching provided me two really really incorrect colors I had to go buy them in person, even though I didn't have time before a trip and I still don't have a refund back on the two that were bad because they have taken over a month of poorly followed up email that asks me to provide the same information over and again to get this together because they now use Amazon delivery, but don't make that clear on their website. If you're going to use AI and cheaper shipping at least get it right Amazon should be the easiest thing to return ever. Also, the website says store return is allowed, but the store will not let me return it.

Ordered 4 blushes and 3 lip balm. Got the items, rattling around in a ridiculously large box. One of the blushes was unsealed and marked “tester.” Sending out an unsealed tester (ugh) is clearly a violation of FDA policy. I contacted them. Did not receive a response. Issue was resolved through the BBB.