“The cashier wax extremely rude at this location Palm bay rd , her name is Irene and I was standing there waiting to pay nobody else was on line the cashier was talking to another employee for a long time about her car issues and finally she charged me . She didn’t even say thank you after I finished paying worst costumer service ever is like iam doing a favor buying from there .”
“The employees are EXTREMELY rude, when I walked in, I was not greeted but scolded because I parked in the Curbside Pickup stall, (there were two empty stalls on each side. But I committed a cardinal sin by parking there. I can't believe companies like these (brick and mortar) can stay in business with employees such as these. The employees are so unhelpful and rude. If you don't look like them or have a full face of make up on and dressed up they really have no reason to be friendly to you. It's astounding to me that the employee found it more important to worry about the curbside pickup stall rather than greeting a customer who took the time to come to their store. I worked at Nordstrom years ago and was taught the value of customer service, perhaps the Ulta employees should take a class. The fact the employee felt it necessary to worry more about a curbside parking stall rather than help a customer who drove there, found a place to park, and walk into the store ( I most likely would have spent more money ) is needless. It completely ruined my otherwise good day. I felt like I just didn't matter, useless, irrelevant. I love the products Ulta has, but I left feeling depleted and sad.”
“Buckle up buttercup! This is a long and detailed review of my Ulta.com experience.
TLDR: I will NEVER shop Ulta.com again. Their shipping policy is unfair and I don’t want to waste my energy....
I called Ulta because I didn’t receive the package that they said I should have received. To their credit, there was a photo of a package sitting on my step that they said the carrier delivered. This is not a matter of whether or not the package was delivered to me, but rather did I actually receive it, and the answer is no. Now we all have heard of or experienced companies going through great lengths to make sure that the customer is satisfied. I am here to tell you that Ulta is NOT that company. I first became aware of the problem because I decided to track the shipping on my package. It said that the package should have arrived on 5/9/22. At that time there was no photo uploaded to the tracking information. (As a side note, Amazon had also sent me 5 packages ON THE SAME DAY, all of which I actually received and are sitting in my home currently) I called Ulta that evening and expressed that I did not receive that package. The representative told me they would open an investigation and get back to me within 24-48 hours. I thanked her and waited to hear more. The following day, I received an email stating Thanks for getting in touch about your Ulta.com (ORDER NUMBER REMOVED). After further review, our records indicate that the package was delivered successfully to the address provided per the proof of delivery provided by Lasership. 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!”
Upon receiving this email I called them back. I explained to them that I understand that this is their business structure but I don’t think it is fair that the customer has to bear the responsibility for items that they did not actually receive. I mentioned to them that my purchase was $80 and that I had shopped at Ulta before with no prior problems. This is the first time I have ever lodged a complaint about not receiving my product and this was not me “gaming the system”. Additionally, I pointed out that Ulta, as a major company, should have some kind of insurance to cover purchases made by their customer and should protect the customer. Even if they don’t have insurance, you would think they would want me to continue to be a lifelong customer (seriously folks, I have gotten my hair done in their salon multiple times, purchased I don’t know how much product over the years, recommended and took my mom to the store to purchase her products, etc.). After speaking with a service rep (Dawn) who was very friendly and sincere, I was passed along to the supervisor. The supervisor basically confirmed the same thing Dawn had already said.
Having worked in retail before, I know that they offer at least SOMETHING to any customer who so much as complains about a product or shipment. Even a coupon for a future purchase would have made me feel better. All I got was an apology. To say this entire experience was frustrating is a massive understatement. Before getting off the phone with the supervisor I asked her flat out, is there ANY incentive you can give me to return to Ulta in the future. CRICKETS. NOTHING! The woman went radio silent and then finally apologized again and hightailed it off the phone line. So here’s the bottom line: Ulta does not have to worry about me EVER ordering from them again. FULL STOP and PERIOD! I will keep my ordering to a place that actually will make sure that I walk away feeling satisfied (Hey Amazon!!!! ) Additionally, I will make sure that I blast Ulta at EVERY opportunity. I will tell friends, family, strangers, social media outlets, and anyone else I can think of about this harrowing experience.
Please just exercise caution when dealing with this company. They have already shown their true colors to me, and I don’t want anyone else to deal with the foolishness that I went through.”
“The courier service said they showed proof of delivery for an item i never received. I spent $700 for a product I don't have. I am being punished by Ulta and the horrible courier service (which is not even a reputable company, all you have to do is stop being lazy and do your research and you will see this is a common theme with them). I don't understand why Ulta would ship a $700 package through an unknown source it should have been FedEx or UPS. I am now having Ulta and that courier service investigated which started yesterday. Your company has made me the criminal when I have done absolutely nothing wrong, within an hour after the delivery (I was at work 40mins away, and didn't get off until 6pm and make it home until nearly 7pm), I had my friend go down to my door within an hour of "delivery" and she said nothing was there! So how in the world did my package disappear? it was placed at my frontdoor, And why wasn't it placed in the mailroom in the locker so that I could get a code to retrieve it, the courier service was lazy and actually never came to my property! Ulta says the courier has proof of delivery but has refused to show this proof and a picture of the delivery. On top of that, the person delivering for the company is independent, which means they're hired by them to drop packages off and if they marked delivered, they are paid around $2 to $3 per delivered item. So where is my package Ulta? do you truly think that everyone is a liar and that there are no honest people? $700 for an item I don't have but now have paid for. you should have never used LSO (Lonestar Overnight Shipping). on top of that I called them 3 times and was on hold for nearly an hour each time and no one ever picked up, I left my name for a callback and they never tried to reach me. this is a shady company and cannot believe a reputable company like Ulta is okay with this service.”
“If you order online you run the risk of your package being left anywhere the delivery company deems ok, even if it is a n apartment complex, wheee it can be taken by anybody. I live in apt complex that has a delivery hub to prevent this, however it was dropped in the foyer where there is no security. And because of this the package is gone, however not their problem, can you imagine if the post office did the same with your mail. Ulta doesn't deem it suffient, so not only do I need to pay for what I didn't get, if I want it, I need to buy it again. Never order from them, they contracted the cheapest delivery company and we pay the price”
“I am disappointed that Ulta chose to go through LSO for delivery. I usually get UPS FED EX AMAZON AND UBER at my address. Today my delivery from LSO said bad address. So no delivery. They didn't even bother trying to call me or reach out to clarify. This is unacceptable. Period.”
“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!!!!!!!”
“Why is it that if you make a payment on you your ulta account the same day it is due you get a late fee attached to your card if you do not make it before a certain time? The same day means until 11:59 pm. I have gotten two late fees because of this. I am now working with reduced hours and cannot afford to be paying these late fees. This company is worst than a bank.
The day that it is due should mean all day until 11:59 pm. Work has been hard to get for everyone these days and to have to pay a fee for the same day the payment is due is ridiculous. This is ashame and should not be.”
“My order was sent the same day! It arrived very quickly and the free Ulta gift I got was super cute and had tons of products in a cute makeup bag. I love their waterfall moisturizer.”
“I made a purchase from Ulta recently and received a box a week past it's suggested delivery date that was completely battered. When opened, all of my products had been removed from their individual packages and the lids had been opened or unscrewed. Ulta responded within 24 hours of me reaching out and completely replaced my order, which arrived in perfect condition.”
“I purchased something from them online for the first time (an advent calendar and some Christmas gifts). First, on the 30th of November, it was out for delivery and not delivered. Then, the next Monday, it was out for delivery again, and then I was notified that they "attempted to deliver it and recipient was not available." Someone was at home all day for the purpose of receiving this order for me.
When I was FINALLY able to pick up my package, a week after I was supposed to have had it in my hands, the box was completely crushed on one side. When I informed Ulta of this extremely negative experience, I was given nothing but a message that equated to "that sucks, hope you buy more stuff from us in the future."
All it would have taken for them to keep me as a customer was a refunded delivery charge. Considering it wasn't even delivered directly to me, I feel that would have been more than fair. But their lack of any effort to remedy the situation has lost them a customer.”
“I recently bought a full coverage foundation, full coverage concealer, mascara, and the rose gold eyeshadow palette. I have been searching for a long time to find a foundation that not only matched my skin tone but also wasn't heavy nor look cakey. Ulta did just that. Not only is the foundation, and concealer, light-weight but also looks really natural yet covers all blemishes. As far as the two-faced better than sex mascara, one word: perfection. It is now my staple for makeup. I don't leave home without it. Also, the rose gold eyeshadow palette is really beautiful. There is an equal amount of both matte and shimmer shades and they are super pigmented which is nice. I have not had any problems with the Ulta brand makeup so far and am very pleased. I also appreciate the little gifts they throw in. I got a variety pack which included some lipsticks, bronzer/brush, and a perfume. All of which I love and plan to buy (as soon as I use up all my other products). Thank you Ulta!”
