UltaReviews 533

Was given about $100 worth of Too Faced cosmetics for Birthday present. (These were purchased because an ulta consultant in Ann Arbor recommended these shades for my complexion) I sent the colors to my mom who purchased for my Birthday. Colors were ALL WRONG. I was told if colors didn't match and was 60% or more still in bottle could exchange. Only 1/2 pump to test on wrist was used from 1 bottle. Other 2 items were NEW. I was REFUSED an EXCHANGE without a receipt. If my mom can't find the receipt I am stuck with $100 worth of product I can't use. Thanks for the crap Birthday present Ulta. Cant use it.

I placed an order online and realized that it was shipping to my old address. I immediately called after I placed the order, and asked for the order to be cancelled. I was told the order would be cancelled within 24-48 hours. I ended up getting charged for the order, and getting a shipment email. I called Ulta back and they stated there was a miscommunication and that my order may be cancelled with 24-48 hours. It is not a guarantee. Since the order had shipped, they told me I wouldn't receive a refund, unless they received the shipment back. I DO NOT LIVE at that address to receive the shipment. The lady on the phone was supposed to put me on hold, so I could speak to a manager, and she hung up on me.

ULTA makes is VERY difficult to find the space to request the free gift they advertise to get you to spend money. I shop online a lot and could not locate their entry request zone/button (whatever) to get the free item. Figured they would in good faith send knowing amount spend triggered the free gift. It was not included in the shipment. Use to chat session was VERY slow to try and get to a human. Human says they are unable to help. Called Customer Service. They too said they were unable to help. That's total BS. They are CHOOSING not to make good as advertised to a loyal customer. They have the ability to do so. Takes 2-3 days for a Manager to call you back if you ask to escalate. EXTREMELY disappointed with my service experience. Seems deceptive and they know what the right thing is to do very easily to assist a loyal customer. Seems like a small price for them to pay in comparison to the negative review and BAD FAITH they have shown me. Thinking of going elsewhere for my needs going forward...

I placed an order online and after three days of it having "been delivered," I contacted customer service. They said they wouldn't refund or replace the order since it had been marked delivered to the correct address. I demanded proof, and they sent a picture from their tracking company of my package left on a pile of trash, which was obviously then thrown away by refuse collectors. Ulta still refuses to refund my order. I would never recommend anyone purchase from them online.

I was hoping they would add a gift with purchase that I saw after I had placed an order. I saw the email right after I had finalized my order, then immediately pulled up my order, hoping to modify or cancel. Neither option was available. So I sent 2 emails to customer service and told them about my problem and request. Then, they replied with a request for the order number, so I sent it. The response was, you didn't add the gift code on the order, but we will email you offers in the future. I wonder if they even read the first part of my email explaining that their website is not user friendly. Unbelievable!

Ordered the Dyson Airwrap complete styler, 3 times, each time the order was canceled by them... each time they said it was my card company or maybe my address didn't match... I spoke with my card companies ( as I tried with 2 different cards). Each time the order was pending on my card, Ulta cancelled the entire order on their end... Seems to me that Ulta really did not want to honor the 20% off coupon. 2 of the 4 Customer service people were polite and tried their best to help re-order with a new coupon code. The others gave me various reasons i. E. using safari may not work, etc. and sorry it's on your banks end were the problem is... I asked if customer service could place my order over the phone and they cannot... GUESS WHAT? After almost 4 hours on the phone with Ulta cs, my credit card companies and online trying to re-order, I WON'T BE SHOPPING AT ULTA ANYMORE!
****Note that the Dyson item I wanted was not in-store in my state, but other locations had it.

I ordered 8:54 today, and was at their store by 10:21. I saw the female that spoke to me on the phone when I was calling the store to get my work. She said if you have not recd. A second email then your order is not ready. Never recd. One email from ulta. 15 seconds later I see her going to get my items of Nioxin and serum. She still did not come outside, waited for me to call again. Then another woman her color skin tone came outside and as the clerk had my order ready she in dispite of knowing I was outside she knew what type of car I had, walked her to get her items carrying my order with her.
Then did not say good morning, I have your order, she told me: " open your trunk" then slammed my trunk door.
Really, is this the best type of help Ulta can do for a curb side pick up? You have very poor reviews and see many are 1*. I am sure Ulta does not know people like these work their stores. I will find my products from now one where I am serviced the correct way and not by my skin color. (white)

I repeatedly return to Ulta because of their amazing selection of products.
I am sadly, never warmly greeted, never offered assistance and when I have asked for assistance, I am treated as if I am a waste of their time. With a background working at The Ritz-Carlton, I know what amazing customer service can do for a company. If only Ulta's customer service in their stores was satisfactory, I wouldn't be disappointed with myself every time I purchased something from them. This has been my experience with their stores for a number of years now; I hope one day I will walk in to see someone that loves their job of helping others.

I received an email for a free sampler set after placing an order for $60 or more. I did everything as I should have, the sampler was still in stock when I placed my order, but after my payment was taken the sampler disappeared from my order. I emailed their customer care and was surprised to receive an email stating every reason why they believe it was taken off. Not once made an attempt to fix it, not once was there any sort of apology for their system error, not once was there even any acknowledgement that she even knew what I had emailed about in the first place. I replied explaining what happened, yet again, only to receive another email saying that I didn't qualify for the offers (sent me completely different offers that weren't even available at the time of purchase) and said that's why I didn't get it. After multiple times trying to explain over and over, I gave up. Worst customer experience ever. I will be returning my purchase and taking my business elsewhere.

I have been in back and forth Emails SINCE the middle of last month asking where my package is and all that they do is LIE. It's been 2 months since I placed the order and they have yet to deliver it. On May 11th I received and email and tracking info for this package. It has been stuck on "On it's Way" for over one month. Maynor is the customer service rep who has been replying to me and insist that they can't issue a refund because it's already out for delivery. He assured me I would get in 10 business days, but when I go to track it now it says the same thing as it did last month and the 10 business days time is officially up. I would not bother ordering anything on line from this company ever again. At least with Amazon they give you a refund if you don't get your product!

I placed an online order for over $300 with Ulta in April. My order was originally shipped with UPS. My order tracking stated my order was delivered to my front porch by USPS. It was nowhere to be seen. I checked all over my property, checked my mailbox and checked with my neighbors. When a supervisor from guest services finally did get back in touch with me, it took 1.5 weeks, they stated that they checked with the shipping company and it was proven to be delivered so they refuse to resend or refund my money. I am a diamond member and have a nice sized credit card with them. I will never again buy from Ulta and I will be cancelling my credit card!

I wanted to simply cancel my order, because honestly when you don't give options for shipping and after I submit my order tell me that it will take 4-10 days AFTER my order process anywhere from 1-3 days I just couldn't wait. I didn't realize and it was my mistake so I made the phone call to customer service to cancel. The photos you see is how long I waited for someone to finally answer, I tried to get a photo of the time we hung up which was at 1 hr and 7mins. In that 5 minutes I got of their precious time I was told that if I wanted to cancel they would submit a request(mind you they haven't even emailed me to tell me my order is shipped yet), and they would "choose" to cancel my order or not? If I say cancel, CANCEL. I asked her if they choose not to cancel I have to send it back and pay for shipping? She says yes. I asked if I could take it all back to the store for a full refund, she said yes(I'm really hoping is true but not sure). So, I politely get off the phone with her, with just her word that a request was put in (no confirmation #, but she said I would receive and email. Never did) BUT I did get an email saying my order is shipped now(a day after I tried to cancel) So I have to wait until around the 25th to receive and take back the $#*! I told you I didn't want!

I'm officially done with Ulta, your customer service sucks! I waited patiently with customer service, I should have received a cancelation on the spot. Because I was misinformed when it came to ordering (not giving any shipping information until AFTER you submit the order) or else I would have moved on from the start! I put a cancelation request in with you roughly 20 hours before you sent me an email saying you shipped my order. Which I feel that was plenty of time to stop it. If it were an hour or so before I would be more understanding, but I emailed you right away never received a response, called the next morning to put a request in, than a day later you respond "yay we shipped your order"!

I'm really not impressed by my first online shopping experience/customer service, clearly. And that alone makes me not want to support your stores any further.