UltaReviews 533

I ordered from Ulta online for the first time - shampoo and conditioner during the covid19 pandemic. This has been a terrible experience the website was relatively easy to use however any other communication has been nonexistent. After 9 days I emailed customer service asking for an update. I received a response 4 business days later and all it's said was I see it shipped (I also
Received a shipped email within 1 minute of this email) and then blamed it on Covid19. I have ordered for numerous other stores throughout this pandemic and they are not the only ones with delayed shipping but the are the only ones that were non communicative. NEVER AGAIN WILL I ORDER OR SHOP THERE.

Terrible! I ordered 2x mascara's online and found the same mascara with free shipping on Sephora and Amazons website so I called them to can my order. Then I get an email the next day saying my mascara shipped. So I called customer service only to have them tell there is nothing they can do because my item already shipped my option was to be refunded for the mascara (not the ridiculous shipping fee). I asked the associate why the order was processed if I had cancelled it the day before and she states "some things slip through the cracks, there's nothing we can do about it" the end. I will not be shopping at ulta again and have filed several complaints about the unprofessionalism behavior with the customer service team and manager.

I am from a more established age and shopping on the web isn't something that falls into place without a hitch for me nor is it something I'm OK with however when I discovered this organization it gave me confidence in the entire requesting item online issue I was having. Above all else, they have a telephone number so you can call them, of which is actually what I did. Their hours are restricted and they were not open when I called so I left a message thinking about whether they would truly return to me.

I generally never write a bad reviews as I have spent 30 years in the cosmetics business and I know how tough it is to deal with the public. But after today I have decided to mark the Ulta store in Florence Alabama off my list of stores to shop. I have been a platinum member since the store opened so I spend a fair chuck of change in there. To this very day I have never had one soul ever ask me if they could help me. Last week I was in and looking for something I normally didn't purchase. 4 associates, including the manager were huddled up by the benefit bar gossiping. After walking by 4or 5 times. I finally interrupted them and asked where the Bare Minerals were and the manager looked up and pointed "over there, where it says Bare Minerals" and then proceeded to continue her conversation. Today I went in to purchase some DryBar products. The sign said free gift with a 30 dollar purchase. Upon checkout I had to ask the associate for my gift and she came back mumbling we are out. I said do you have anything to replace it with "No we are just out". I suggested taking the sign done if you are out. She replied"well it's says while supplies last" and walked away. The manager was directly behind her and never said a word. I am perfectly aware of the whole aupplies last notion but if you have no supplies, why not take the sign down? Seems like common sense to me. So I guess I will have to take my business to another Ulta location. Kinda of a shame!

While shopping for years at Ulta, I was offered many times a Ulta Rewards card and to earn extra points I accepted as I have a excellant rating and as soon as I received a statement I called to pay the bill with my bank debit card as it was less than 40.00. The recording said it would be a 9.00 charge to pay the balance and I put a check in the mail. I closed the credit card a few days later as never had I heard of a fee. I mailed the statement in their envelope and sent it the next day and called to make sure the account showed closed and they said I had a 28.00 late fee and 2.00 interest fee. I complained to a supervisor and they said it was 13 days and that was how long it was for them to always receive mail. You may pay double if you send a check the next day after you receive a statement. This has never happened before and everyone should know! I like Ulta but this is really un believable and I said because I told them because I closed the account they stuck me with a late fee and interest and never will I have anything to do with this Mastercard again.

When buying foundation makeup, it is essential to have appropriate lighting. Otherwise, you are matching your skin to a foundation in an environment that doesn't exist outside of the store. Do your customers and yourself a HUGE service. Allow more natural light into your store. Offer better lighting so that customers can actually see how the makeup will look in a variety of lighting. Your store lighting is so subdued and dark that any foundation will look good, because you can't actually see what it really looks like. Perhaps that's your marketing strategy. I stopped going there and purchased the foundation I wanted from a competitor, where the lighting was much better and I didn't have to return to the store numerous times to exchange the product in order to get the best match. I just got so tired of trying to find the perfect foundation in a dark store.

I spent an hour shopping on Ulta's website and found several products to purchase, at check out I noticed shipping was $6. My total was $49.48 - free shipping at $50. I reached out to customer service to see if they had any promotions or would be willing to waive the shipping fee given one of the products I was purchasing was only available online - not available in store - so it HAD to be shipped. Otherwise I would have done In Store Pick up. The customer service agent was rude and said to get free shipping I'd need to spend $50 and to enjoy that great offer... I understand its free after $50 and I'm at $49.48... as a first time customer very surprised Ulta would rather lose a customer than lose $6 shipping. Such a small gesture on their part would have made a huge impact to me, resulting in a great experience and a lifelong return customer. As a result of this rude interaction, I see how much Ulta values their customers and I will never shop at Ulta again and have been sharing my experience with all of my beauty product friends who are also not going to shop there anymore. There are plenty of other options for beauty products Ulta - try standing out by taking care of customers.

I love shopping at Ulta and have had great experiences shopping there. The employees were very nice and helpful. I didn't feel like they were following Me all over the store, like I've experienced at other places. Going in Ulta is like walking in a makeup world, everything is so organized and beautiful. I like that Ulta has a wide range selection of Makeup, Beauty, Skincare and Hair Care Products that they offer. Not only do they carry High End Brands but they also offer Drug Store Products as well.

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I placed an order through the Ulta app (the 2nd order for me through the app in less than 30 days). I followed the delivery status and it showed it was delivered to front door on Dec 30,2019. It was never received and I checked with my neighbors of which none received it. I contact Ulta and at first I was told they could either credit my account or reship the items. I asked them to please reship as I really wanted these items. The next email I received asked what address my order was to be shipped to and I told them. They then proceed to tell me it was shipped to a different address. The address it was shipped to is one I have not lived at in many years. I have ordered and received at least 6 orders since I moved from that address. Upon looking at my Ulta profile, I see that old address is checked as my default shipping address. I did not choose that option as I obviously do not reside there and have received many packages from Ulta at my correct address. Ulta's customer service then said they could not do anything since it shows it was delivered. They can clearly see my order history and shipping especially since this was the 2nd order in less than 30 days. The total order was $38.08 so I understand it is not a large order but still an order I wanted and paid for and did not receive due to no error on my part.

If I could give this company 0 stars I would! I have been a loyal customer for years and I'm shocked how they handled my situation. I placed a very large order roughly around $130 online. When I submitted payment I instantly realized that it was being shipped to my old address in California where I no longer live. I called customer service within 1 minute, sat on hold for 28 minutes to make sure I correct the shipping address to match my current billing address. The guy on the phone assured me that it will be corrected because I called within a 2 hour window. Later that night I received an email stating that they have already processed my order and it will be shipped to California vs Texas where I now live. I called them instantly explaining my situation that I don't live in California anymore and all they said to me was that I need to update my address book online. Seriously?! Backstory- 2 weeks earlier I placed over $250 in purchases online for my favorite things party gifts and that was shipped to my correct address. I then had to email them because clearly the guy on the phone that was helping me was reading off a script like a robot and couldn't understand what I was saying to him.
After I emailed Ulta I received no email back. I had to email them 3 more times explaining that my package is going to the wrong house and that my products are going to be stolen. They didn't care. All they replied was that I should have updated my address book.
So because they refused to help me I tracked down the buyer of my home in California and asked her if she got my box from Ulta. Of course she said she didn't receive it. When I explained that the tracking on it said that it was received she then replied with let me look around my house. I told her if it wasn't found to let me know because I have to file a police report that it was stolen and what do you know she found my open box at her house. Not shocked at all! Thief!
She told me that she sent it back to Ulta by post office two weeks ago. I'm still waiting for my refund or anything to be done with my case. Clearly I'm out money but Ulta lost one hell of a loyal customer! I'll be purchasing everything I need from Nordstrom from this point on.