UltaReviews 533

I ordered the Ariana Grande cloud perfume free gift with purchase for Christmas. The gift was a pair of Ariana Grande house slippers. I ordered a specific size. I received the slippers and they are too small for my grand-daughter. The only reason I ordered was because of this offer. When asked to exchange for a larger size, like I ordered, I was told I couldn't do it and the blame was placed on me for ordering to late. So basically, It was more of less you get what you got, we ran out. They may have never had the size. The offered me a $15 gift card for my next purchase. I guess it happened to a lot of people because I see them for sale on Mercari. I have never shopped at Ulta and after this, I never will again.

This was a HORRIBLE experience. Ulta removed all of my rewards and said simply, "Oh they expired". I never got an email about it, regardless that they kept insisting that I did. This is a shame that people are getting their rewards taken away in a pandemic that had stores closed and some people are not comfortable shopping online. What a way to make a customer who has probably spent over $5,000 in the past few years feel valued. This is a DISGRACEFUL thing to do to people in general BUT especially now. I was looking forward to using my rewards this week for Christmas gifts as my wallet has shrunk with the pandemic. This is really wrong and I will think twice before I shop at a company that has such little regard for people and the tough times that they are going through now. Shameful and I am disgusted by this!

My very first time ordering from this company was online, due to COVID. I ordered on 11/12. I hot a confirmation email 2 days later that it had shipped. Almost a month later I still hadn't received my shipment and checked the status with UPS, which showed it was still waiting for carrier pick up. I called in to see the status and was told it was still on their dock and it was getting escalated to tier 2 and someone would call me within 24 hours (this was on a Sunday) I asked why it couldn't be handled now and he said that it was over $100 so he couldn't help me, that a supervisor would have to. 3 days later nobody had called me back, so I called back in. Only to be told that it was being reviewed. I asked to speak to a supervisor and was put on hold for 20 min, before being hung up on. I called back in and demanded to speak to a manager about my order immediately. After holding for another 20 min, I was offered a "reshipment" or a refund. I took the reshipment since it's a Christmas gift for my daughter. Then I was informed that some items on my order are no longer in stock! She offered me comparable, smaller items for the same price. I just wanted it to be over so I said fine. She told me that I'd have to submit another order for the replacement item, that she couldn't do that. WTF!? Fuming by this point. So the status on my reshipment? Same thing. Got an email stating it shipped and expected delivery date was dec 12th... but it shows on ups that it's waiting carrier pick up. I spent over $300 on the only thing my daughter asked for for Christmas and now I have no gift for her and I'm out $300. BUYER BE WARE!

THW WORST EXPERIENCE I EVER HAD! They lost my package. I had to get it refunded and thennnnnn I ordered for pick up and they TOOK THE MONEY OUT OF MY ACCOUNT and didn't even confirm the order but took my $#*!ing money. THEN it gets worse... I call to see what's going on and the representative hangs up in my ear! IM PISSED DO NOT ORDER ANYTHING from these people!

All of my orders from Ulta arrive on time, and almost always in perfect condition. On the rare occasion that I get an item that's damaged due to handling doing shipping, they are quick to refund it, or let me take it back in exchange it for a perfect item. Their customer service is super helpful, and they don't ignore their customers. I've been a customer for years and unless something changes will continue to be.

My in-store experience is a little different, in store usually has a lot of very arrogant workers who think they know more about makeup than anyone who could possibly walk in their store. I usually tell the workers at Ulta to leave me alone, simply because they're so rude and always make my trip take more time than I need it to, since I'm very well versed in beauty products. But since this is review for the website, not in store, five stars!

Horrible company! Customer service manager is a waste of time in resolution of complaint.
Placed an order during Black Friday Sale, used PayPal at checkout. Checked my credit card after transaction and found two debits for the single transaction, it was the weekend so waited till Monday to see if one of the duplicate charges would drop off, both were gone by Tuesday.
I didn't worry about it from there as PayPal had said they will debit the account on order completion.
Ulta Cosmetics canceled the order and didn't have the common courtesy to contact/email me that they wouldn't be honoring my order because I used PayPal, said they couldn't verify my credit card information, but wait, isn't that why I use PayPal to protect my accounts!?
Furthermore, because they didn't let me know of the cancelation, I wasn't able to shop from competitors during the Black Friday extended sales nor during the Cyber Week sales either.
All I received from Customer Service was excuses and worse, they responded with two different stories about how they ran out of product and it was canceled due to that even though you can't place an item in the cart if out of stock, secondly after I asked for a supervisor, she was the one who said it was because of using PayPal. At that point I asked for the order to be fulfilled and of course she said no.
I am just one unsatisfied customer and Ulta Cosmetics apparently does not value you as a singular purchaser.

Ulta Beauty won't respond to my messages other than "for future orders change your address in our system"

NEVER. WORST CUSTOMER SERVICE!

I looked up reviews online and they actually do this to people all the time and get away with it. SEPHORA is better just saying. And they wonder why I've only shopped there like 1x a year if that. Now it will be never and I hope others follow suit. For a company to not take accountability for not taking action right away and intentionally shipping something to the wrong address after being advised is trash... then to tell me they won't refund or reship because it shows delivered to that address The WRONG address! ‍ I cant!

I ordered close to $300 worth of products on Black Friday, and the order was placed. I checked my email and received a confirmation email and all. When I checked the app on the following Sunday to check the status, my order was cancelled. I called Ulta that same day and was told a supervisor would call me and I would receive a gift card. Four days later I still have not received a call.
I decided to call Ulta and upon the agent answering the phone, they kept cutting me off and provided a horrible experience. They would not transfer me to a supervisor or would not even attempt to transfer me when asked.
Overall the experience with Ulta has been terrible, I have been a loyal customer and I spend a lot of money when there. I will never shop with Ulta again, and I would recommend that anyone else save their breath when calling the customer service line. Anyone is better off going to Sephora!

I was trying to make an online order with a gift card and their system was asking me for a credit card. When I talked with a representative, he confirmed that to make an online purchase with their gift card, you need to put your credit card too. Or, as he informed me I could go to their store. During the pandemic it is ridiculous to advise customers to visit a store. And it is more ridiculous to ask for a credit card to make a purchase with gift card. Which I don't even know if this is legal

I moved to Europe with my husband because he's in the military and I got my order sent out twice and I never received it. Then ulta said they'd send me a gift card with the amount I spent that I can used in stores or online, the problem is that there isn't any ulta here in Europe that's the reason I ordered online and why would I use it online if they didn't deliver my order twice? I was also told to wait 3-8 business days for my package to deliver AFTER my delivery date had passed because they couldn't give me my refund before that but I had waited a month already and I never received my order. I got my refund after all that mess but Ulta needs to do better with over seas delivering. Not that they care that they're losing a customer but it convinced me not to shop at any Ultas any more

I ordered my Milani setting spray and it said on the site that I would receive a free gift with any order over $15. When the package came today, I was surprised to see that there wasn't a gift in the box along with the product I ordered. I started a live chat on the website and spoke with a "person" named Jacqueline. She informed me that the GWP (gift with purchase) is supposed to be applied to your bag prior to checkout. When I went back to the site, there wasn't an option to add the gift to my bag before checking out. When I get to my bag to see if it had been automatically applied, it had. So if it automatically gets applied to checkout, shouldn't I have the gift along with the other products I ordered?