“MY ORDER WAS DELIVERED BY FED EX WITH A PHOTO. HOWEVER IT WAS NOT AT MY DOOR WHEN I GOT HOME LATER THE PACKAGE WAS NOT THERE, I LIVE IN APARTMENT AND REALLY DO NOT KNOW MY NEIGHBORS. CUSTOMER SERVICE DID NOTHING TO HELP OR OFFER TO RESEND WITH ANOTHER CARRIER INSTEAD OF LEAVING ON MY DOORSTEP. I LIVE IN MICHIGAN. SO BEWARE”
“I was just in ultra beauty looking for cologne good girl and bent down to look at the other cologne and the little beeper went off and the lady ran over there and took it from me and took it up front to turn it off and never did bring it back and then and then heated under her arm and did not bring it back to me and I found her and told her I was going to buy that then she told me a lie about being caught up with another customer I will never be go back into this store and be treated like that because I don't have to steal. There is nothing in that store that I want that I have to steal for and to be treated like that I wouldn't even give them my phone number. From now on I will order online if I need something from this store.”
“The credit card was a terrible experience. DO NOT get the credit card. They charged me late fees and interest after I had confirmed that I have paid it off completely and closed it out, and then they refused to help me and just said it would go to collections if I didn't pay it. I had no choice. This is a greedy, exploitative, horrible company.”
“I made a purchase instore on 06/16/2023 for $83.89 and with the cashiers convincing I decided to apply for the ULTA credit card and put my purchase on there. I regret that day ever since, and every time I look at the product that I purchased I get a flood of negative emotions as it has been an absolute nightmare. As soon as I received my statement bill on 07/20/2023, I paid for it in full and on time through their phone system. I’ve never paid a bill late in my life. I thought this would be it however I notice on 07/24/2023 that they charged my account twice for the $83.89 that I paid. I try to call ULTA and have them resolve it but conveniently they have nothing to do with it, as a whole different company, Comenity Capital Bank, handles all their credit card processing. I give Comenity a call and have them try to resolve it and at the time they say that I paid my full statement once and do not see a double charge, they notify me that they will put a dispute in place and to wait on an answer. I then received multiple calls on 08/15/2023 from Comenity where a representative told me that I am late on my payment and that I must pay $83.89 and the late fee. I explained to her that I already got charged and paid twice and explained my bank situation, she then told me that the first payment of $83.89 went through but then the second payment of $83.89 got rejected from my bank and that it was due on 07/01/2023 so therefore it is now late. This makes absolutely no sense; she couldn't understand that I shouldn't have been charged twice in the first place and that I did in fact pay on time. On my original statement it shows that the statement closed on 07/07/2023 and payment was due on 08/01/2023. So how does what she says make any sense. This shows that their payment recording system is faulty as it is showing blatantly false errors. The next day 08/16/2023 I called the ULTA Customer service number, I explained to them the situation and they told me that on their system it shows a one-time charge of $83.89 which was rejected and then a $30 late fee and then a $30 statement credit and then another $30 late charge. If I look at the transaction history on the ULTA website it shows a payment of $83.89 on 07/21/2023 along with a $30 late fee posted on the same date. Anybody can see that it is clearly a fault in their systems as it is already proved to be throwing flagrant errors. Not one of their payment recording systems or what they are recounting to me are lining up. What has followed for the last 6 months are dispute after dispute and call after call. I have tried to have this resolved but they are seemingly unable to, the most time consuming and frustrating part is how there is no way for me to do this electronically or online, every document must be sent through the traditional mail. Every representative tells me something different, a different story or a different process to resolve this, none of which have any care as they seem to say or write some robotically vague response. I have put my bank representative on a 3-way call to confirm that both payments went through and were cleared and that neither was returned, this is not enough, I have sent my transaction details and history, this is not enough, I have sent months of my bank statements, this is not enough. I am truly defeated in what to do. I sent my bank statement, then they tell me that they cannot accept a bank statement to track a payment and to send my transaction history, I send my transaction details and they say that they need me to send my bank statement, I mean are you serious! I send three months of my bank statements and they tell me they need me to send my bank statement and up to 30 days after my payment. They have got to be playing games with me while destroying my credit in the process. These are all done by the mail so each of these responses takes weeks at a time, and after each they say the dispute is closed and there is nothing we can do unless you send x, y, and z and then we will look into it. The only documents that they ask me which I am unable to get from my bank are an electronic transmittal inquiry form and a letter from my bank, Bank of America, saying that neither payments were returned on their letterhead. Both of which my bank does not provide. What also does not make sense is that every mailed dispute response they send me says something different. At first it was, your first payment went through and then your bank returned it so we took the second payment, then at times it was, we have no record of your disputed payment, and the most recent one is, yes we took one payment of $83.89 on 07/21/2023 and then another payment the next day on 07/22/2023 of $83.89 but then your first payment on 07/21/2023 was returned on 08/13/2023 by my bank. If it was returned on 08/13 by my bank, which it wasn’t, why would I be issued a refund check of $83.89 from Comenity on 08/20. They provided no explanation as to why they would wrongfully take two payments in the first place. I thought my dispute process was over once I received my one refund check, thinking that they finally realized that they charged me twice, but it only got worse from there, they continue to say they require more payments so they continue to send me statement bills with late fees after late fees added, they continue to send me collection calls and texts from various numbers, and I would assume more delinquent credit reporting. Throughout this time, I have had to travel back and forth to the bank on multiple occasions, spent hours on the phone, spent time and money on printing and ordering documents, express mail services, postages, driving back and forth to the post office, and have had to deal with the adverse impact on my credit due to negative reporting. Every time I receive mail or a message from them it gives me great anxiety and raises my blood pressure, negatively affecting my health. I had to quit my job because I was unable to balance and handle the stress that this added while completing the last few months of my program. I read their response and at times I am unable to do anything for the rest of the day as I am truly distraught and lost as to what I can do next, especially when I receive redundant robotic and heartless messages and instructions essentially saying “well too bad, here is your new statement and if you don’t pay us we will continue to add late fees and report you as delinquent” when I have tried to do and provide everything I possibly can in a transparent and timely manner. Even if I wanted to just pay again what they say, which is $150.84 at this moment (which will be increased by another $41.00 on 02/01/2024) with all the false late payment fees added, though it is wrong, in an effort to have them stop bothering me and to get rid of this issue, I have no guarantee that they will not do this same thing again. If I succumb to their bullying and pay what this statement bill says, then they tell me that they never received it or that it has been returned, when everything I have including my bank says that it is paid and cleared, or worse, they double charge me again on top of that. They have me trapped and unable to do either. This is ridiculous. The mental stress I have endured in providing evidence of my payment, has been necessitated by their inability to properly track payments, to have a properly functioning payment system, communication gaps within their organization during disputes, and the lack of timely and effective resolution in a manner that shows even an ounce of care and concern for the customer. I really do not know what to do or who I need to talk to next, if anyone has advice, please let me know. This has been the worst experience I have ever had with any company in my entire life.”
“Only can use one gift card at a time when ordering on line.which makes you split your order so you have to pay shipping charges twice. Not acceptable will buy gift cards elsewhere.”
“***DON'T GET THE ULTIMATE CREDIT CARD YOU WILL REGRET IT!!!!!***
I went to Ulta to purchase Christmas gifts a year or so ago and got talked into getting the Ulta Beauty Rewards Card..THE BIGGEST MISTAKE OF MY LIFE!!!!!! My checking account got hacked which caused me to get behind on my house, car, and other bills. Which I contacted Ulta letting them know what was going on. So I still tried to keep up my credit cards and this card was one of them. I noticed that my credit limit went down but I didn't really feed into it until it went down even more, so I called and was told that they check your credit every 3 months and based what's on there they will decrease your limit..well my limit went from $700 to $100 and I ALWAYS have paid ON TIME..I even paid a late fee when I was on the internet trying to pay my bill and said paid with confirmation and when I contacted for a refund I was treated like I was NOTHING!!!! I recently found out that everytime Ulta check your credit that it was taking my score down even more so I closed my account..Ulta doesn't want my business and I don't want theirs!!! It was not disclosed that my credit will be checked every 3 months causing my score to go down nor did I authorize for them to check my credit. As long as I am paying my bill and on time what's on my credit after I received this card is none of Ulta business unless I'm requesting a credit limit increase. Had I known I would have NEVER gotten this card. I closed the account and was told once I pay the balance to call back because I will have interest and a late fee. WHY WOULD I HAVE ANY BALANCE IF I'M PAYING IT IN FULL???? This high interest rate, non caring company is BAD BUSINESS THAT I WOULDN'T SEND MY ENEMIES TO AND I'M SURE THEY DON'T CARE ABOUT THIS OR ANY OTHER COMPLAINTS THAT THEY RECEIVE!!!!!!! DON'T GET THE ULTIMATE CARD YOU WILL REGRET IT!!!!!!!!”
“Website and app only allows you to use one gift card at a time. So you either have to spend your own money on the remainder of the order, defeating the purpose of a gift card, or you have to split your order up into multiple orders and pay multiple shipping charges on each.”
“They track all purchases and say tou can return for a full refund. Bull hockey. They kept over half . Not good. Many choices to purchase these good at. Doing customers like this will hurt u in the long run”
“DO NOT PURCHASE ITEMS FROM ULTA.
My husband ordered me a Christmas present off of Ulta’s website on 12/4. A Dyson Airwrap which cost us $541.24. The delivery date was set for 12/16. Ulta delivers their packages through LSO (Lone Star Overnight) services. We patiently waited for the package and when the 16th came around and it was past midday we checked the tracking number to see where it was at. The delivery date changed and said it was delivered on 12/6 (we checked the delivery of the package often because of how expensive it was). The product was NEVER delivered to my house. So immediately when I saw this I contacted customer service and told them what happened. They said no problem they will elevate this up to higher management because the price was too high for the customer service employee to do it. They said we would hear in 24-48 hours back from them with a delivery date of the replacement Air Wrap. We waited and never heard from them. My husband called again and they told us the same thing this time they sent us an email saying it was being escalated. When we talked with the customer service representative they said the delivery company never took a picture to confirm the package was delivered. On 12/20 we received an email from Ulta saying
“Since our records indicate that the package was delivered successfully to the address provided per the proof of delivery provided by (LSO) and we are not able to reship or refund the order due to our internal policies. We suggest checking any and all common areas where packages may be left, including entrance areas and mailboxes! We hope it turns up for you!”
Ulta you have ROBBED my family! The packaged was NEVER delivered to my address. I live in a gated community. The likelihood of it being taken off my porch is slim to none. I have been SCAMMED by Ulta and been given the run around for days! They led us to believe they would handle it because they didn’t have proof of delivery. They have LIED and taken my money. NEVER order anything from this garbage company who cannot even deliver a package correctly.”
“Do not Ever waste your time working for this company. A PATHETIC MANAGEMENT TEAM IS BEYOND IS A JOKE. At BEST. The store is filthy. Just look at the floors. A hostile work environment and a high school clique work place is the norm. Such a disappointment. Training and work conditions are a nightmare. Shaming you is their form of oppression . Horrible people and work experience with these disgusting hateful women. Shame on you for being everything that is not about celebrating and encouraging women. I will not EVER ENDORSE Ulta or encourage anyone to shop your unbelievably guise of self esteem. You are EVERYTHING BUT. How disgusting are you…”
“I called to make payment arrangement on credit card it Christmas time are hard needjust alli relief but was told sorry no help for that I have always made my payments and made on time but that is not appreciated by Ulta that is bad customer service”
“I received my order. Two items ordered were buy 2 get one free. I did not receive my free one for either item. When I called, customer service was poor in assisting me with resolving. They apologized but said they were unable to help me and unable to send me the free one, for either item. Will not order items online again. And would discourage others from doing so. Very poor customer service. And the virtual chat assistants offered misleading and wrong information. They should not post buy 2 get one free if they don't honor this deal, misleading customers.”
“I decided to order on line because of a promotion, so Ulta says to order 75 dollars worth of the product and you will receive a Kate Spade bag. Well 140 dollars later still no bag! I texted them , no one can help me. All I received was sorry have a good day. Horrible customer service! I will never shop there again!”
“I got online to check to see if my local Ulta had my perfume in stock. They did. However, they were running a promotion for a free travel size perfume for online orders only. So I decided to order online. That was a huge mistake! They shipped my perfume and cancelled my free travel size gift because they were "out of stock". I asked them to send me a the other fragrance that was in stock and they refused. Then, a few days later, my tracking showed delivered to a dock. My delivery address is RESIDENTIAL. We don't have a dock!!! I contacted them again about the package being delivered to the wrong address, and they couldn't care less. They told me that it showed that the package was delivered successfully, so there's nothing they can do. I again told them that it's obvious that I didn't get it because it was delivered to a DOCK AND HOUSES DON'T HAVE DOCKS! So, the person said they would escalate the problem for me to internal services. The very next morning, I have an email that they sent saying that the package shows it was delivered successfully so there's nothing they can do. They didn't even look into it! The email was sent within an hour or two after they escalated the situation.
I called again this morning and they said they would escalate it again. They are giving me the run around and I have a feeling that I just lost $170 for nothing. I am disgusted with Ulta and will NEVER shop here again if they don't make this right.”
“I order some foundation and paid extra for same day delivery. If you do this Ulta used Door Dash a third party vendor fur delivery. I was ok with this received a text in the time and name of driver. Then I got another text stating my order was delivered. Check for my package outside my door no order. Called the number that was provided for the Door Dash delivery driver and could not communicate with him because he only spoke Spanish. I had to go to my neighbor to have him communicate with the driver to find out they were at the wrong address. My issue with this is why send a driver who can not communicate with the customer. After calling Ulta customer service I explained what happened and they tried to tell me my order never shipped and it was on back order. Basically calling me a liar like I never received text messages or talked to the driver. BEWARE DONT ORDER SAME DAY DELIVER!!! Ulta should consider using a different service that don’t make them look bad. In the end I was told that I would be completely refunded 3-4 days.”
“I ordered brow-tinted volumizer on line oct 30. I came to the store oct 31 and realized my driver's license was at home because I had a zoom call with the government TSA. Subsequently, the store at Easton Town Center would not let me p/u my purchase due to the policy of Ulta--that I would have needed my picture ID. I realize that the email to confirm said "show your pictured ID" but did not say Picture ID needed to p/u nor did I realize I did not have my ID w/me. I showed them my Medicare card, Facebook, Linkedin; Geez, I am 69 years old --and as an entrepreneur--I would have taken the word of a good client. It was an error--they could have asked me to send a copy of my ID when I got home. I called Customer Service to cancel and they would not until 6 days. nothing else. I am very dissatisfied with this. While I understand that for the most part, it is important to have rules--but in this situation, they should have "bent the rules". I spend considerable $s on beauty products and will prefer now to go w/Sephora instead of you due to this inconvenience. I rarely have time to p/u products live. SueK Columbus”
“I shopped with a 5x points offer. My points weee not added to my account so I called and emailed. 30 emails later 5 phone calls and a month later and they are no help. They keep replying saying we are so sorry!! But do nothing!!! I will shop at Sephora from now on”
“Hair stylist misinterpret the client requirements for a highlight. Not happy with the final service. Definitely not coming back, please know not all stylist are the same. O\”
