Customer ReviewsforUlta Beauty

On 12/05/21 an employee at Ulta Beauty discriminated against me, by refusing to give me a lipstick color that she believed was too light for my skintone. I was at the Mac counter. I asked for the color twig. The associate claimed that she was out of the color. I asked for a similar color. The associate started trying colors on her skin instead of mine, and replied these are too light. She gave me a weird look. I thanked her and left. I contacted management at the store in regards to the incident. She claimed there was no such person in her store. I told her that, I could return to the store to pick the employee out. I have a receipt that proves that I was in the store on 12/ 05/21. It is very disturbing to know that women of color are not allowed to buy light lipstick colors unless we have caucasian skin. That is the message that I got from the associate.

This isn't what we want to hear, ********. We will always stand for equality, inclusivity and acceptance, and strive to provide a welcoming environment to all our guests. Wed like to talk more with you about this, and will be reaching out via email to connect.

This company needs to get a clue! I don't know how they are still in business after reading all the complaints on how they handle online orders.. I ordered something on 11/16....got confirmation on 11/19 that it shipped.. tracking was provided.. when I clicked on the link, it stated they were waiting for the carrier to pick up the order.. I then went to the carriers website with the tracking number and it stated it wasn't a valid tracking number. At this time, my credit card was charged for the full amount of the order. I called to check on the order on 11/23. At this time, I was told it was still waiting to be picked up and should be to me by 11/30. I looked today online again and the tracking says awaiting carrier pick up, checked the carriers website and still stated it wasn't a valid tracking number. Called them back today and they stated that it hasn't shipped because they did not have all the items in-stock. Yet, they still charged me for items they did not ship and do not have!!! Really???!!! It took me about 5 minutes to understand which part of my order was delayed.. and i couldn't really understand what the customer service person was telling me. I asked to speak to a manager and was told one would contact me in 1-2 days... Obviously, I am not cool with that. Asked for a refund and was told it would take 3-5 days... yet, they immediately charge you for your item. Shouldn't they immediately refund you at the same speed. Anyway... I then hit up their ******** page.. and after reading numerous complaints on there.. I sent them a message.. which what should be a 5 minute conversation has taken a few hours. They then told me that they want to replace my order... What?!!! They never shipped it.. what are they replacing?. The other thing was that they did not have the one main item my daughter wanted.. (poor kid used her own money to buy something and now i have to tell her it is not available) BTW, this was a different item then the person on the phone told me wasn't available a few hours earlier. Oh and I remind you.. .they still charged me for my whole order 2 weeks ago. Ulta, you really need to step here and fix the problem.

We're sorry to hear you were disappointed with your recent experience with us, ***. We do need to allow our carriers the full delivery window of **** business days, as stated on our website, to complete the delivery before we are able to assist further. We do see a member of our team was able to assist you, and hope your next experience with Ulta Beauty is a positive one.

Placed an order, received a promotional code for 20% off the same day. Have been going back and forth via email, Ulta is refusing to honor the discount code even though the order was placed an hour before. Had I known that code would be emailed to me, I would have held off on even placing an order. They offered to cancel (not even guaranteeing they could cancel the order at all), but I would have to reorder and the items are no longer on sale. This is deceptive and unprofessional.

We always strive to provide the best service possible to our guests, so we're sorry to hear this, ******** As it is stated in our cancellation policy we can't guarantee an order cancellation after it has been submitted. We did see a member of our team was able to resolve your issue. We hope to see you soon.

Online they advertise a free gift with purchase yesterday I tried to take Atvantage of the 21 piece sample gift with order and did not get the offer. I reached out to customer service via chat and emails and they finally said it was a supply issue. This is the second time this has happened to me they bait you with a free gift then tell you they ran out . Yet the offer stays on their site..

We're sorry to hear you were disappointed by your recent experience with us, Samar. Gift?With?Purchase offers are while supplies last and must be added prior to checkout. Upon review of your order receipt, the *** was not added to your orders prior to checkout. We hope your next experience with Ulta Beauty will be a positive one.

Youll easily take peoples money but when your carrier is telling me my package is lost your expectation is for me to wait it out. Thats absurd, furthermore when I tell you to call the carrier you tell me you cant. I work in customer service there is no way that you dont have a direct line to your carrier. You should be paying me for all the work Im doing to locate my package. Youre an unethical garbage of a company and I will never shop in your store or website again.

We're sorry to hear you were disappointed by your recent experience with us, *****. Due to holiday demand, our current delivery window is **** business days, as stated on our website, and we need to allow the carriers that full window. We see that our team was able to assist you regarding this order, and hope your next experience with Ulta Beauty is a positive one.

I have spent more than 4 hours of my day trying to place an order with Ulta. I keep getting an error that my order cannot be processed; try another payment method. Upon researching this error and company I am finding that this appears to be their common practice. **************** was NO HELP; they said I should call my credit card company to have the purchase approved. I have never had such a run around with a company in my life. Very disappointed. I would think in this time of sales and the economy, a company would bend over backwards for their customers. I will be taking my business elsewhere.

We appreciate your feedback, ******, as we are always looking to improve our processes. We do see a member of our team has reached out to you with more information.

We're sorry to hear you were disappointed by your recent experience with us, ******. We apologize for the confusion, as we do need to allow the full shipping window of 3-8 business days before we can review the order status further with the carrier. We hope your next experience with Ulta Beauty will be a positive one. We do see a member of our team was able to resolve your issue.

I ordered a package from Ulta on 11/16/21. I got a notification saying it was shipped on 11/18/21. I have not been provided an update since. Today is 11/29/21. Nothing has arrived, The tracking number ulta provided says invalid via LaserShip. Ulta **************** is unable to provide me an update. Laser ship claims they never received any thing from Ulta. Ulta is refusing a refund. They also refuse to let me pick my shipment up from the store. This is a mess up on Ulta's end and they've provided no resolution.

We're sorry to hear you were disappointed by your recent experience with us, ******. We apologize for the confusion, as we do need to allow the full shipping window of 3-8 business days before we can review the order status further with the carrier. We hope your next experience with Ulta Beauty will be a positive one. We do see a member of our team was able to resolve your issue.

Being 100% transparent, I would give my in-store experiences 5 stars; however, today I chose to take advantage of their online ordering since there were cyber Monday deals. The site said to apply for their Master Card and use it today to get 20% off your order so I applied and was accepted. I go to order but couldn't get the site to work correctly, which was probably due to high usage at that time. I got back on the site and couldn't access the card nor the coupon code. I read the fine print and it says you must use it immediately (don't know why it was in the fine print at the bottom and wasn't stated clearly). I called customer service and they told me to contact their bank. When I called the bank, they can't help me until I get the card. I jumped on their chat customer service and it went from bad to worse. I understand they can't help with the credit card as it is serviced through the bank, but they told me they can't help with the coupon code. Well, who does the coupon code? Ulta. They also told me you need clear your computer cache as many customers have had issues with their site due to this. Good to know after the fact. Seems if they knew this was a problem they would have a workaround, but obviously it is not a high priority. End result is I will more than likely now miss the cyber Monday deals and any free gifts I would have received when I was just under $400 in my cart (I know the free gifts are limited and others have complained about not receiving them). The customer service person finally did admit there was an error but they had no ability to do anything about it. My question is then who does????? I am not asking for anything that was not offered. The fact there if there are known issues by customer service and important details are not given ahead of time or are buried in the fine print, then seems to me there is some false and misleading information from Ulta. Reading some of the other complaints on here, it seems Ulta will respond quickly and tell me how I screwed up. Wish they could respond as quickly to complaints and their own errors.

Thank you for sharing your experience, ***** We will be reaching out via email to discuss further details with you.

I have many orders from ulta.com and never had any issues until recently. Ulta used an unreliable shipping companie such as Ontrack (first time Ive had this company & first time Ive ever had a stolen/lost package). My order went missing and ontrack claimed they investigate it and said package was shipped to correct address. If it was, it was not left in a secure area obviously because it was nowhere to be found (my rural driveway is about half a mile so drivers usually get lazy). I honestly believe the driver stole it since its private drivers for the company to my understanding. But Ulta did re-ship out my entire order for free thankfully. More recently, an item in my order came damaged because it was a powder item shipped in a bubble mailer that was barely padded. Ive never had powder item shipped this careless before, theyre usually shipped in a box with bubble wrap protection. So Im going in store to try to exchange it because I actually want the item. Not a big deal since it was an inexpensive item but just super inconvenient since the closest ulta is an hour away. This makes me not want to shop online if everytime theres going to be something. I understand its the holidays but would appreciate a little more care with shipping and deliveries. And please use reliable delivery companies!

We always strive to provide the best service possible to our guests, so we're sorry to hear this, Rose. The satisfaction of our guests is a top priority for us and we will continue to make improvements to our services based on your feedback. You are always welcome to contact us via any of the methods on our contact page on our website if you ever receive damaged items, and we'll be happy to assist. We hope your next experience with Ulta Beauty will be a positive one!