Ulta Customer Service

The online process for paying back the ulta credit card is not user friendly at all so my payment ended up being past due. Got a call from a representative who was flat out rude, and would get offended when i won't give my bank information over the phone. Just kept repeating stuff in a rude tone when i already told her i'd be logging back on later to try and figure it out again. I have never have a good experience with their customer service, so i will definitely be cancelling that credit card because i am tired of being treated like a problem with them.

Store charged me for an exchange of the same product and refused to explain why. Reached out through email and got one email saying I would get a refund and then another confusing email saying I was charged because the item was not on sale anymore. I tried to text support for the confusion and the reps were reviewing my issue but then 30 minutes later someone else came into the text, so they never helped me.

This is the absolute worst customer service I've had anywhere in a long time, over a very small amount of money. No one can explain anything. I hate this company.

I placed an online order during a sale event. I was supposed to receive 2 of the same dry shampoos along with several other items. I only received one. I contacted customer service via email , they apologized and offered to replace the item and I accepted. They then replied that my address isn't complete so they cannot resend. Although, I received my initial package. It makes no sense that they do not
Have my complete address. They said there is nothing else they can do but refund me, the item was 50% off during the sale and of course the sale was over. Very poor customer service.

This is the second time within a month that I've had to call Ulta customer service and each time I've had to wait on hold for at least 45 minutes to speak to anybody and the person I end up speaking to is dismissive, unhelpful, and sounds like they are making up what they are saying about the company's policies on the spot. They were completely unable to help when I was unable to order anything on my own account, and also completely unhelpful, when my account was hacked into and $500 worth of merchandise was fraudulently ordered at my expense. They weren't even able to cancel the fraudulent order at customer service. They told me I needed to wait up to 48 hours for an account specialist to get back to me and there was nothing else they could do. I have a very hard time, trusting anything that their customer service representatives are telling me as I frequently need to correct them based on my experiences ordering with the company previously (which is substantial, I have been a Diamond member for the past eight years). I will continue to try to resolve the issue of the fraudulent order but after this, I am very seriously considering closing my Ulta account altogether, and never doing business with them again.

I placed an order on the Ulta.com site and I paid for expedited shipping. The website stated I would receive my order no later than Friday 9/22. I did not receive my order. I checked the tracking and I am not getting my order until next week, which is when the free shipping would have delivered it. I called customer service and they lied and said the expedited shipping says 3-4 days not a specific date. While I was on the phone I started another order to see if they were correct about the shipping info and they were not. It lists a specific date. I told them that and they basically accused me of lying as they stated again their website doesn't give specific dates for expedited shipping. I told them again I was provided a date while on the phone with them. They said they were sorry their websites gives out false information. I advised I made a financial decision to pay for expedited shipping based on the info provided by their website and I requested a refund of the shipping as they did not deliver as promised. They basically said too bad. He had stated he would put me on hold but he forgot to hit the hold button and I heard him call for his supervisor Joe to ask him. Later When I asked to speak to the supervisor he lied and said there weren't any in the office. So I asked for Joe and he lied again and said he just left. Allegedly a supervisor is going to call me within 24 hours OR when one is available beyond the 24 hours. I will not hold my breath. Their customer services was abhorrent. They put misinformation on their website, making delivery promises they do not keep and then lie to the customers when they inquire about it. It is disgusting how these big corporations just roll over the consumer without any consequences. I will not be ordering from them again.

I recently placed an order on august 25 and it is still being shipped to this day.. Their customer service help line doesnt vene pick up their damn phone to help others nor do they reply to their customer service messages. if i could put a 0/10 starts i would. customer service is so ass. i cant even get my money back either.

I've never experienced such horrible customer service. They literally don't answer your call and don't even answer texts. Not sure how they expect to make money this way.

Very poor service. Run-around on non-delivery. Failure to reply to emails.

Does ulta have the right to refuse hair color service. I canceled my appointment today because my car wouldn't start, and I was told that I can no longer get hair service at a particular ulta, because I have canceled too many times in the past. I am a diamond member and have been going to ulta since last 10 years. And then haven't cancelled too many times. I asked the manager to check my calendar record and tell me dates when I cancelled my appointments and she just said " too many times". Horrible service.

I contacted Ulta to simply remove someone's name from being associated with my address. They haven't lived here since 2016, the house was renovated in 2017 and I bought it in 2018. 5 years of getting their mail from Ulta. After writing "does not live here" and a ton of mail for the USPS I reached out to Ulta to remove the person's name. What an painful experience - still not removed BTW.

Accused of returning an item twice by a young girl working at the register in front of a line of other customers. Girl would not give me the item or my packing slip back. Manager was at first argumentative until she realized the mistake, but did not correct the younger employee. Manager gave me a few free gifts to make up for the experience, but it was still humiliating and I will not be returning to an Ulta store in the future.

On Sunday, April 09,2023 approximately 2:00PM I entered the Citrus Heights, CA store located on Sunrise Blvd-Birdcage Walk. The security guard completely kept following me, ducking between aisles watching me as I shopped. He purposefully stood in my way in an aisle to look at me and make his creepy presence known. I noticed he was doing this with the younger female shoppers as well. I was extremely uncomfortable as he was giving creeper as well as suspicion toward myself and the female shoppers. I mentioned to the Manager on duty and she said that she would address the issue later. My complaint is I1) I felt targeted.
(2) I felt sought after
(3) I felt completely profiled.
(4) I felt uncomfortable and unable to truly enjoy my shopping experience.
Please address the issue at hand. He clearly felt his behavior was ok to stare down female customers. I made my purchase and even then he was looking at me throughout the entire transaction. Ulta shoppers want to feel relaxed , enjoy their time browsing and purchasing cosmetics and other beauty essentials. Today I did not experience such pleasures. Ulta LP needs better training, SA awareness. This man could easily trigger SA survivors.

Last week was the first time I've ever shopped at Ulta. My friends have all said great things about the store so I decided to see for myself. While there I asked one of the associates for some help with some foundation and under eye cream and I bought what they recommended. Neither of the products I tried worked and made my face feel oily so today I went in to return them. I gave the cashier my reciept and the items I was returning. She then asked me to put the card I used In the card machine so that it could be credited back to my debit card. Well it kept declining and wouldn't credit it back. Then the clerk said she'd have to give me credit to the store. It was a debit card and I wanted my money back because there was nothing else I ever wanted to purchase there again. A debit card is actually the same as cash. Ulta got my money so why wouldn't I be able to get my cash back? It wasn't my fault that ultas card machine didn't work and being in the retail business for 35 years when a customer paid with a debit card we gave the customer the option of putting it back on there debit card or giving cash back with the receipt. I was treated like a thief and by the time I was done I walked out without anything!! My returns were left behind the counter. I want ky money back and I will never set foot in another ulta beauty store ever again and I'll make sure I let my friends know what and how I was treated.

I went to Moorestown nj ultra looking for makeup. I personally tried the make up testers on my hand to see which one worked. There was no one around to help out. I had to go over to the counter trying wipe the different colors off my skin. Guess what no help. This is will be my last visit to ultra. There are plenty of make up stores that would welcome my business and help me out. This is not the first time this has happened to me. I could see if I went to target or Walmart but I thought ultra would have a better customer service

Wow, I read a few of the other reviews and realized that what happened to me today is common for Ulta Beauty stores. We were treated very rudely at the store in Pasadena MD and were being watched as if we would steal. I will never go into that store or another Ulta beauty. I won't waste my time complaining to the manager because she ignored us when we tried to get help. Pasadena MD is racist don't know what I was expecting!

Hello, yesterday I was humiliated and laughed by the cashier name Margaret at one of the stores in York PA , store # 209. It was a horrible experience no one should ever go through. I went to the store to buy Lancôme products for my face, like I've done in the past. When I was paying for my products, I was feeling sick and was having a hard time speaking. After spending my time and money of $102.82, I heard both cashiers laughing at me as I left the store. I turned around and see both of them laughing straight at my face. This was very offensive as I was having a hard time speaking, due to my illness. It's a shame that this happened. I'm very upset about the situation. I always go to this store to make my purchases, little did I know that I was going be humiliated. I called the store manager and she look at the survive, she saw everything that happened. In addition, she apologized to me; however, that didn't eliminate the humiliation I went through. I hope someone looks into this issue and assures it doesn't happen again to anyone. Moreover, I don't want anyone to feel the way those cashiers made me feel today. This store lost a good customer for lack of customer service. I hope the necessary actions are taken so these cashiers recognize their wrongdoing and not loose another customer

Ulta Salon Factoria
I was a supportive and great regular customer at this salon for almost a year until I started noticing a change in quality, professionalism, store/salon/bathroom cleanliness and customer service. I got my hair done with Elite stylist Colette on Friday of 2/12/23. I have been seeing her several times now, and although her crude banter and sense of entitlement around the store, clients and staff are at times bothersome she did good work on my hair so I kept seeing her when I could. Well last Friday, she was more distracted than usual and ended up using the wrong toner and placement on my hair. A full foil turned into orange and yellow, uneven stripey lines and harsh tone. I was shocked. I brough this to her attention right away and was ignored and told she had another client, that I would be dried, styled and to just go away. I paid $350+ 20% tip and left. I felt very unappreciated and uncomfortable. Ended up speaking with Jamila the salon manager, she was very rude and disrespectful to me and my partner. She lied to me on the phone. She ignored my feeling as a customer. Jamila made me feel like I did something wrong. When all I did was support this salon with thousands of dollars and kindness over the past year. She refused to do anything until I showed her pictures and begged her to help. She kept declining and was just very dismissive showing zero compassion, integrity nor customer service. Somehow, Colette "willingly" squeezed me in between clients to not do a corrective color but a 1 hour throw gloss at the issue, give her another 20% tip for her time and leave. After we paid, an even nastier cashier very rudely told me they were going to cancel all my future appointments and to go to another salon. She narrowed in on me a minority and not my partner who is White and said YOU specifically. Does Ulta brand realize this is racist, and also their the ones losing a loyal paying customer? Ulta needs to care more about keeping their customer happy and being honest. Hire and train staff not to be rude and racist. I am appalled and interesting in participating in further research regarding this treatment. In the meantime, I ask higher management to listen to their loyal customer and do the right thing. Offer me a corrective color at a salon location that can respect and fix this or refund me in full so I can find one who will. Either way, I will not stop pursuing this until I am treated with respect. Thank you.

I have been shopping at the Orange, CA Ulta for a long time. I constantly put off going there because they only have one register open and ALWAYS a very long line. I view this as bad management and operating procedures. There are many people in the store and when the line gets long they do not call people up to the register to help customers and reduce the line. It doesn't matter what time I go there, there is ALWAYS a long line and one person at a register I ask that management review how customers are served and strive to provide better service. I go elsewhere whenever I can to avoid this situation. It is a very unpleasant experience and a bad reflection on how the stores are managed.

Horrible customer service. Not helpful, rude, etc.

I am done shopping hear. Your customer service is terrible. Act like it is a bother every time I go in. Awful. Never honor sales or coupons either.

Ultra sells your info. Terrible service. If you don't give them your phone number they are mean and rude. don't follow their own printed return policies and should be shut down. Will never ever shop there again. Staff much nicer at Target and Dillards.

I went to purchase 2 perfumes for my daughter, at -a total purchase of $240 I was told they had no bags, ok... I asked if they had any bags and it was poor management I was rudely told if I wanted a garbage bag for my $240 purchase how rude is this cashier, awful treatment I took my cash to Macys and receive superb customer service.

Ulta's customer service is an absolute disgrace. As person who has had their fair share of calls to them, they have never once been able to give me a straight answer or help solve the situation. I had an online order that got messed up twice and they told me to take it to my nearest store and make them deal with it even though it was an online order??? They then proceeded to make them pull from their inventory to give me the items I was missing instead of sending me my correct items or giving me store credit. I find this repulsive as this hurts this store that had no doing with my problem. FIX YOUR COSTUMER SERVICE ULTA

ulta customer service is horrible. I purchased $60 worth of items online and a week later they were offered at 20% off. I called to get the difference and was told to take my time to find a store and return and rebuy. They would not credit.
In addition, I was kept on hold for 45 minutes. Never again...too many other choices

Can't purchase items on sale from website. Very disappointed! Stick with Amazon!

I would like to let you know that The hair stylist, Tammi Anderson in the Rochester MN Ulta is very personable
Professional and takes great pride in her profession

Ulta Beauty is my favorite shop for cosmetics and always has good customer service. But Jessica at the Jefferson Valley store in New York stands out. She was knowledgeable and friendly and helped me find the perfect products. Thanks to her I left with four new products that I love.

This review is regarding ultra store 3166 South highway 161 suite 160 Grand Prairie Texas. Regarding General Manager Angelica Peterson. Hi I am a nurse. That visitor Ultra Store in Grand Prairie Texas. Angelica was very professional and so friendly. She made me feel that customer is of utmost importance at your store. I had a wonderful experience at your store.

Autumn, Emily and Chatney gave me amazing experience. Emily was through and knew her stuff.

Thank You...

Jennifer in the Shirley store did a color and cut on me and it was great. Her personality and professionalism was on point.i found a new hairdresser.
-Carol

Shop at Ulta all the time. I've returned used items and NEVER had a problem with returning anything. It also says above that you have to give free gift back, that is not true they have never asked for it back and it say in return policy to keep the free gift.
Benton Harbor,MI sales girls are great!

I've returned things at ulta used not used with reciept no reciept with no problem the girls are always super nice and super helpful.

I was in my local Ulta store over the weekend. I was looking for the IT cosmetics foundations. I recently had radiation treatments and my skin changed. Seeing that brand on QVC I thought that it might help. A young lady by the name of Brittany came to see if she could help. I asked her to help find the color I would need. Explained to her what I had been using the results of it after treatment and why I wanted to try IT. She was very kind, caring and considerate. After trying four different shades we found one. She applied it and it looked amazing. She went above and beyond her job to help me. It made me cry to see how nice I looked again and how the dryness disappeared. Brittany is an amazing and caring young lady. I hope she remains working there. I really appreciate her time.

Hi,

Well, it appears that my comment is WAY overdue according to the comments I read on this site. Let me tell you about my experience in the ULTA store in Asheville, NC in the Asheville Mall.

I went into the store and browsed around. Two clerks came up and asked if I needed help. One clerk named Julie, who is the Esthetician, helped me to find an eyeliner that was right for me. I recently had shoulder surgery and due to the difficulty of putting on makeup with that arm, had started using eyeliner only to define my eyes. It was much easier to apply and wash off without the goopy mess of mascara. I have continued that even after my surgery. Julie was very helpful and also gave me a discount card for services, how nice!

Dennis came up and asked me if I needed help, and of course I did. I was looking for a shampoo that would help me with my hair. It was colored blonde and had suffered because of that, and the anesthesia with my surgery. I also have a natural s-wave I had been fighting with blow dryers and flat irons. I swim a lot and was tired of standing in front of the mirrow fighting my hair which was breaking off.

Enter Danny...I was so tired of dealing with my hair that I began to look for pictures, and wanted to get it cut from the shoulder length, longer in front, bob that everyone loved. I found some pictures and called Ulta (enter discount card) and Danny anwsered the phone.

We made a consultation before the haircut, looked at the pictures I brought and discussed the tendencies my hair has, my double crown, the way it curls up on one side and down on the other. I also needed hair color, I was through with the very light blonde hair I had.

He told me how he saw my hair in relation to the pictures, left a couple of the books open for inspiration and began coloring and cutting. I now have lovely curley hair which is wash and go. The way he cut it released the curl I have. It is a soft curl and I can blow dry straight for a more classic look or curley for a more relaxed look.

The color is great! He showed me three colors he was going to use before he applied it. I like that he took me into consideration with all that he did. That made me a CUSTOMER and not just a "way to make money." Face it, we all need money, but hair is a personal experience and you and others look at it everyday! I now have hair that has an ashy tone, a base golden tone, and my light blonde high lights. I love it!

Here are some of the comments I have received from others. At work everyone told me it looked good. I was told I loolked 10 years younger. Some told me that it made my eyes pop, the golden tone pulled the blue out of my hazel eyes. I was told that I looked "Beverly Hills West Coast" when I wore it straight and behind my ears. I was called "Curley Temple" when it was curly, and I was told by several that they would never cut their hair if it was curly like mine. I really was in shock with all the comments because I was adjusting to the cut myself.

So all in all I had a great experience with Ulta. Danny was professional, intelligent, and funny. He made me feel very comfortable the whole time. So DANNY, you rock! Thanks a million and please hang around for a very long time!

Oh yes, I did return products which contained sulfates that I did not want since I am trying to get my hair healthy again. They were exchanged at the store with no problem. Just keep your receits and do it within the time frame.

Best salon staff - ulta sugarland
Shelley Marie - great manager
Alexis - great 'cut-ologist'
Lena - great 'color mixologist'
Seema - great aesthetician
I love them all!!!

I would like to thank Amanda for her help and support. Very very helpful. Much appreciated.