UltaReviews 533

I purchased an item with Ulta online and they never sent it. I have countless emails back and forth with their lousy customer service. They have never provided proof of delivery and told me they hope it shows up. This is the worst company to deal with. They have done nothing to remedy the situation. I reported them to the BBB. They still provided nothing to support their claim that my item was delivered. If you value your money you should go elsewhere. They have the worst customer service I have ever witnessed. You will not get your items and they will do nothing about it. Please beware and take your business elsewhere. You will be happy you did.

I started using the app before I ever stepped foot in a store because there wasn't one in my area. But there is now and I could spend HOURS in there and have. The ambiance of the whole store layout is just perfect and draws you in. The app also has great exclusive sales and the free membership for points has so many extra perks too! I suggest using the app, where you can live yet on any and all makeup they sell on your phone and get a feel for what you want before you head to the store. I've also used their salon services and had my hair colored twice with fantastic results! All in all, a great company for all things beauty.

Disappointed. I went into Ulta in Albuquerque off of Paseo Del Norte last week and I was ready to drop some bills. I went in looking casual because during Covid, I wear sweats every day. I picked up a new pallet from Urban Decay and walked around looking at other stuff. The security guard and an employee kept following me around and I came very close to telling them off. I think it is rude as hell to judge someone and I will not be going back. I will go to Sephora.

I used to order from Ulta a lot and never had any problems with shipping until they apparently changed the carrier they use. No one knew where the package was, could not get a hold of the carrier (lasership, never heard of this ever) and they had the audacity to ask if I wanted my refund in an e-gift card! Nope! I closed my Ulta credit account, asked for a refund back to my card and will be shopping ONLY on Sephora.com. I understand shipping is crazy with COVID right now but at least use a reputable carrier! Lasership is not good!

The customer service on shipping address change was awful. I input the correct address but when I clicked on 'submit' online, the system automatically switched it back to a previous address. Ulta customer support said they could not change the address. They asked me to refuse the package when it was delivered. But when the postman delivered the package, he did not knock the door so I was not aware of the delivery. I just called 'Ontrac', the shipping service partnered with Ulta. Again, they said nothing they can do and ask me to contact Ulta... It's a circle, back and forth and nobody helped me. What Ontrac customer told me was incorrect. They told me they can change the address for me once it arrives in their PHX facility location, and I can call them to change it. But the package only stayed there for 3 mins and out for delivery. How could I manage to change the address within such a short transition time? TOTALLY FRUSTRATION for both companies: ULTA BEAUTY and ONTRAC shipping.

Ever order I have placed arrived quickly. One came within 2 days. The selection of products is good. I love the fact that they have Vegan and Cruelty free products as well.

I have been a loyal Ulta shopper for years, and am a Diamond member. I often shop in the stores but due to COVID 19 have placed orders on line more frequently.

I placed an order last week. It showed it was shipped on 8/21/2020 and then yesterday 8/26/2020 I received an email that it was returned to the warehouse by the carrier. The email said I was refunded.

I want my items that I ordered, did not request a return or refund but in calling Ulta Customer Service both yesterday and today, which has taken over an hour total, plus added frustration, there is still no resolve.

Ulta does not use/ or did not use in this specific situation, UPS, USPS, FedEx but some off shoot of a company and Ulta can give NO explanation as to why my items were returned.

I am so disgusted at such ignorance for an otherwise decent company yet the voice of Sephora is calling my name. Not that far away and I've never had any issues with delivery.

Come on, Ulta, get your act back together. Simple matter made difficult. You were not able to honor my coupon or the free shipping I had at the time of my original order yet would like me to place my order with you again today?

KJS

I'd give negative stars if possible. Horrible. Website doesn't work properly and customer service reps are beyond horrible. Spent over two hours trying to order shampoo. Ended up making 9 (yep you read that right!) calls to customer service because I either got disconnected or their suggestions were useless. Finally got it to work on my own but still can't keep them from saving my credit card info. At their prices, you should be able to at least get descent service. When I asked to speak to a supervisor, I was told there wasn't one. Maybe THAT'S the problem!

ulta.com has changed my default address several times. I asked to modify my most recent order so it will be shipped to my current address, they said no. I called OnTrac and they said they could update my address no problem, but then they lost my package. I contacted ulta.com to tell them ontrac lost my order and get a refund. They told me because I changed the address they wont give me a refund EVEN THOUGH THEIR DELIVERY SERVICE LOST MY PACKAGE. Normally, if a delivery service loses a package, the company can file a claim and get the money they had to refund their customer, so i don't understand why they won't give me a refund.