ComplaintsforULTA Beauty

• Initial Complaint

  11/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an online order with Ulta on 11/03/2024. The shipping was separated to two shipments. The first contained the majority of the items. The first shipment was delivered by ***** to the wrong address. The photo proof of delivery is a doorstep that is not my house.I called ***** - they said the shipper (Ulta) was the only one authorized to discuss the issue.I texted Ulta. Ulta told me it was highly unlikely that it was delivered to the wrong address.Over the last week, I have called Ulta several times. Ulta either tells me to wait for a supervisor to contact me or they hang up on me. I have emailed Ulta multiple times over the last week. Yesterday, they told me to send photos of my front door and garage door and they'd reship the order as a one-time compliment - this email came from a new email chain. I replied sent the photos and got a response requesting a new issue be submitted. I went to the original email chain and submitted the photos. They said a supervisor would call me back. I asked them to just refund the order. I called them again today. They hung up on me the first time. The second time they told me a manager would call back.The only items I've received from my $382.86 order is a $5.00 manicure set and two free gifts.I have tried for a week to get a reshipment or a refund. I can't get a resolution. Please help me get a refund.I have provided more than enough proof that ***** delivered the package of 17 products to the wrong address. These were mostly Christmas gifts for my kids.

  

  Business response

  11/15/2024

  Thanks for the opportunity to respond to ***** ********* complaint regarding their order. 
  
  In order to resolve the matter for ***** Goodwin we have provided a refund to the Guest. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

  Customer response

  11/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  11/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got ulta card in 2024. With a ******* dollar limit. I used the card once for about ****** then when I checked the card again my card was maxed out. I called customer service and they said they would investigate it. The charges were made online witch I have never purchased online from ulta. And they made from a state have never been to.after there investigation they stated it was my bill to pay. I closed the account but they say I still them. Also when I called customer service they wanted my bank account number to set up auto pay. I refused. They were very rude and said it was my bill to pay.

  

  Business response

  11/12/2024

  Thank you for the opportunity to respond to Ms. ********** case relating to her Ulta Beauty Rewards credit card account.
   
  As we understand the complaint, Ms. ***************** expressed concern regarding the balance on her Ulta Beauty Rewards MasterCard. The Ulta Beauty Rewards ********** is issued and managed by *********************, now operating as ***************. Ulta Beauty neither issues the credit card nor controls its payment terms. Any account inquiries and concerns would have to be addressed by **************** who can be reached via phone at **************. We provided the feedback of this complaint to *************** and apologize for any inconvenience this may have caused. 
   
  Best ************************** Advocate

• Initial Complaint

  11/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had an online order on ************************** since October 22nd with the payment error concern. Which I used my own debit card and my own address. I contacted them and they show me the troubleshooting steps which I keep over and over redo it but dont work at all. So they tell me that they will will escalate this matter to the internal team for further review.I tried to contact my bank too. They verified every single information and said that its all about the website,so they cannot do anything.Until now, almost Black Friday deals, and nothings changed. Even that I change to another payment method,my ******, my credit card, my husbands card, my moms card. They just dont lets me buy anything anymore.I spends a lot on there website and earn the platinum perks.But now I cant order and use any points in my wallet. I was so frustrated in waiting them to fix, but no one in their team can answer **** attached my card and my statement, which is show that Ive definitely use my verified debit card information.

  

  Business response

  11/12/2024

  Thanks for the opportunity to respond to *** **** complaint regarding the error they have been experiencing at checkout.
   
  In order to resolve the matter for *** ** we have escalated this concern to our internal partners to review further. Once we have an update, we will follow up with *** ** via email. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate
  
  

• Initial Complaint

  11/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Been trying to order online for a while and it keeps giving me an error and I have not been able to place any orders at all despite things being on sale. My account has been hacked multiple times and nothing is done to prevent the hacking .

  

  Business response

  11/12/2024

  Thanks for the opportunity to respond to ***** ******* complaint regarding online ordering. 
  
  In order to resolve the matter for ***** Singh we have escalated this matter to our internal teams. We truly apologize for the inconvenience the matter has caused. 
  
  Best ************************* Advocate

• Initial Complaint

  11/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ulta customer service is awful. I called about a simple matter to check on a refund. Due to outsourcing the *** couldn't answer my question and only read from a script. Had me hold for long amount of time, came back and refused to transfer me to a supervisor. Than proceeded to lie and say someone would call me back just to get me off the phone. The background was loud like others was laughing and partying throughout the call. ***************** and my call needs to be reviewed so this type of service isn't provided and time wasted. Ulta pays these people to know nothing, mistreat customers, and lie to consumers.

  

  Business response

  11/12/2024

  Thanks for the opportunity to respond to ******* ******** complaint regarding their experience with ************** and the refund on their recent order M144152638.
   
  In order to resolve the matter for ******* Willie we will review their experience with ************** further. Additional regarding their refund, a refund was processed on 10/28/24. ******* ****** can reach out to their financial institution for further updates on the status of their refund. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate
  
  

• Initial Complaint

  11/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went into my Ulta app and realized I was not logged in. I tried to login and it said my password was wrong so I had a recovery email sent to be able to log back in.(Today 11/08/2024) When I was in my email I noticed an email from Ulta stating my package was on the way. Knowing I had not placed any orders I went further into my email where it showed that a new address had been added to my order. (11/07/2024) I am concerned that my personal information has been compromised as well as the hacker was able to steal my points on my account valued at $133

  

  Business response

  11/10/2024

  Thanks for the opportunity to respond to ************************* complaint regarding her account concerns.
  
  In order to resolve the matter for **** we have restored her account to her correct information, returned her points and sent a password reset as an additional security measure. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

• Initial Complaint

  11/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My online account has been hacked, compromising all of my personal information. The hackers have stolen my rewards points, changed my account email address and password and have effectively locked me out of my ****************************** is not addressing this in a timely fashion and has been unable to help me secure my account.

  

  Business response

  11/09/2024

  Thanks for the opportunity to respond to **** ******* complaint regarding their account. 
   
  In order to resolve the matter for **** ***** we have restored their account and points. We truly apologize for the inconvenience the matter has caused. 
   
  Best ************************* Advocate

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been having an issue with Ulta for quite some time. Ulta online has not been allowing me to check out my cart which upsets me because I cannot order things online that arent available in store, use my points, earn points on special events, etc. I have reached out to customer service and went back and forth. All they could do was reset my bag ID which never worked. I explained that I tried multiple cards, logging out and back into my account, deleting the app but they just kept resetting my bag ID. I ended up just giving up on the case because nothing was being done nor fixed.

  

  Business response

  11/06/2024

  Thanks for the opportunity to respond to ******* *********** complaint regarding the error they have been experiencing at checkout. 
   
  In order to resolve the matter for Zuliana Gutierrez we have followed up via email to request additional information about this error. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate

  Customer response

  11/07/2024

   
  Complaint: 22512038
  
  I am rejecting this response because:
  Honestly not sure how I should reject this response because I never received one back. I was asked for a bag ID so I provided that as well as the error message I get when trying to place an order. Since then, I havent received a response back from customer service. 
  Sincerely,
  
  ******* *********

  

  Business response

  11/12/2024

  Thanks for the opportunity to respond to ******* *********** complaint regarding the error they are experiencing at check out.
   
  In order to resolve the matter for ******* ********* we have sent a follow up email on 11/12/24 with troubleshooting information and next steps for this error. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate
  
  

  Customer response

  11/14/2024

   
  Complaint: 22512038
  
  I am rejecting this response because:
  After getting a message back after some time, I was told my bag ID was cleared, and to try to clear the cache and delete the app and reinstall. I have tried both and none of those solutions work. Right now I am waiting on further updates as someone else has reached out to tell me my case is being further reviewed. 
  Sincerely,
  
  ******* *********

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am trying to place an order through this companys app, and it is advertising a suggested add on on to my order that says it is on sale. When I add the product to my cart, it comes up at full price. The attached screen shot was taken today while attempting to place my order. But customer service now says I missed the sale price.

  

  Business response

  11/04/2024

  Thanks for the opportunity to respond to *** ****** complaint regarding an item on sale on our website.
   
  In order to resolve the matter for *** we have already advised the guest that the sale was no longer valid and an offer to refund the guest after placing her order was declined by the guest. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate
  
  

  Customer response

  11/05/2024

   
  Complaint: 22507386
  
  I am rejecting this response because:

  The original response was to simply tell me that the sale was no longer valid, despite the app advertising the sale price to me. Only after I stated that I was filing a complaint for false advertising was I offered to purchase the item at the full price then wait to obtain a refund for the difference. This is not satisfactory to me. 
  
  Sincerely,
  
  ***-******* Tria

  

  Business response

  11/10/2024

  Thanks for the opportunity to respond to *** ****** complaint regarding the sale promotional price.
  
  In order to resolve the matter for ***, we can still offer her a refund for the sale price should she place an order and refund her after the fact. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate 

  Customer response

  11/11/2024

  
  

  I dont find this to be an appropriate resolution, but do not have the energy to continue this communication because I feel like I am not being heard  

   

   

  Better Business Bureau:
  

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***-******* Tria

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have reached out to Ulta multiple times to reset my password for my online account the first contact was October *****. My password is saved on my phone but when I attempted to login I was unable. I used the reset my password word link. Ulta was supposed to send me a link but after multiple attempts I never received an email to reset. I spoke to a support agents his response was the issue would be escalated. He stated I should have a response in 24 to 48 hours. Finally on October 28th I received an email requesting I verify my information. I responded with the verified the information and have not heard back from Ulta. I fear my account was hacked, I had a large amount of Ulta points and am afraid they have been used. I have missed several coupons and sales due to my account not being assessable.

  

  Business response

  11/05/2024

  Thanks for the opportunity to respond to ********* ********** complaint regarding the issue they have had logging into their ************************** account.
  
  In order to resolve the matter for ********* ******** we have reached out to ********* ******** via email to gather additional information about this issue. We truly apologize for the inconvenience the matter has caused. 
  
  Best ******************************* Advocate

  Customer response

  11/08/2024

   
  Complaint: 22509250
  
  I am rejecting this response because:
  I still cannot login to my account. ********************** reached out to ask me questions to verify my identity , I sent that information to them. I have requested an update and have no response. 
  Sincerely,
  
  ********* ********

  

  Business response

  11/12/2024

  Thanks for the opportunity to respond to ********* ******** complaint regarding the issue they have had logging into their account.
   
  In order to resolve the matter for ********* ******** we have reviewed the information that was confirmed to us via email and restored ********* ********** account to their correct information. We have sent a follow up email on 11/12/24 with additional information. We truly apologize for the inconvenience the matter has caused. 
   
  Best ******************************* Advocate
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩