“This Website is total scum.
I've encountered an error during checkout twice, resulting in the failure of my order completion. However my account was charged for $42.89 every time. Adding to the frustration, the support team seems to be conveniently ignoring my ticket, so it is impossible to get a refund. This experience has led me to waste nearly $86 for absolutely nothing.
If you have extra funds, I'd strongly advise considering a donation to charity instead. Otherwise, you might find yourself falling victim of Ulta Beauty scammers.”
“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.”
“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.”
“Here it goes ya'll......
If I could give you a ZERO on Google Reviews I would. Today was the 1st and last time I will EVER shop at ULTA. For my birthday I received several gift cards for your store. I attempted to place an order, but your system or policy does not allow for more than 1 gift card purchase per transaction. Why? Who decided this? So I was forced to do separate orders to use my cards.
Order #1, went through just fine. Order#2, you charged my bank card and my gift card but did not process my order. So I have to call (3 times I might add) to speak to one of your home-bound customer service agents who basically could not be of assistance. So not only did I have to place more than 1 order, and call more than 1 time, but I am told now I have to wait 3 to 5 business days for the $ to return to my bank and to my gift card??? I needed my products today, not 3 to 5 business days from now.
You guys have completely ruined my birthday and given me the worst experience I have ever had. I have NEVER had to do more than 1 transaction for any store to use THEIR gift card! This is ridiculous, a waste of time and energy, and in the end, nothing will change because you are a BIG company, and I am a il person whose $250 does not mean anything to your billion-dollar industry.
From one of your "could've been" customers you take for granted.
Bb Rivera”
“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.”
“Applying for credit at checkout is a joke. They just don't want to give anyone the 20%off when you apply at checkout stating "they need more information." I just bought $112k Escalade, own 3 homes, own out right free and clear Harley Davidson, and an 807 credit score, but " they need more information." Ummm...plenty of other places to shop, and I will! I will NOT set foot in their stores, will not order online, and WILL post this review.”
“I received a promo email stating if I spend $50 I would get a free gift. I usually just go into the store but thought I would do this offer. I ordered 4 items, received 2 and didn't receive the free gift. I notified them immediately. Was told they will not send me the free gift but I would get my 2 missing items. Here it is a month later and I have not received my missing items nor a refund. I will not be ordering online anymore.”
“was pretty much stolen from, bought a 230 dollar giftcard- was charged for an order that never went through and they haven’t refunded me yet for taking my money”
“I went to ultra in Palmdale, n the employees keep following me around asking me if I need help, i said no, i ask a manager why are you’re employee’s keep following me? What’s the problem? She said oh they do that to everyone, well it makes me feel a certain way.”
“I paid way too much money for the beautician to not do what I wanted. She did what she wanted. I sat there for five hours only to come out with orange hair instead of frosty blonde. I paid way too much money and every time I look in the mirror I want to cry now.”
“I am a diamond member who loves ❤️ shopping @ Ulta .
I use a wonderful master stylist & Every year spend almost daily on beauty steals. I placed an order on 3/15/24 of hairspray I needed soon & today is 4/4/24 & just received??
I asked in the app to please consider sending the me a coupon..making it available @ my local store ..my replies were ignored just responding sorry for late will reship??
Come on Ulta do better ..it's not the product it was corporate who could have just sent to my local store & picked up ..would've saved DAYS!!
IT was already paid for ...
Really Ulta??”
“I went to my account and tried to placed an order probably a month ago, keep in mind I have always do online ordering due to me living far away from an actual store, well I couldn't, tried to explain the representative on the phone that that was really odd since I have at least 30 orders delivered to my adrees on the past, well long story short I couldn't placed my order,and just came back to check on my dollars rewards to be expired!! When do they start with that!!!?? I will promise I won't be buying anything else from ulta, bad service and the rewards now expired, awful.”
“I previously reviewed this card, but it got even worse. After i paid the late fees i was illegally charged on a paid off and closed card, i asked the CSA to assure me that i would never be charged another thing or hear from Ulta ever again. She said i wouldn't. I came back from a trip and i had a letter from Ulta that had charged me $2 in integer and a late fee on top of it. I've never had a worse experience with a company or a card in my life. It's exploitation, there's no other word for it.”
“The beauty salon just cancel’s appointments with out notifying the customer. If the stylist is out or is no longer working at their company. So if I wouldn’t have looked to see when my next appointment is, I would have showed up to these appointments. I am furious, horrible customer service.”
“PAID $27 to get eyebrows waxed. Face was burned by the wax. I have had MANY wax treatment and have never had this happen. Horrible experience doubt I will be back.”
“I always go to Ulta at old saybrook and Mary she is so professional and always nice I never go to other to do my hair because she is the best she really know how to make you pretty and she always so happy to ask question .. I love her and she’s really perfect hairstylist..I wish she won’t leave in old saybrook she’s amazing and the best! ❤️😊❤️😊”
