Ulta Customer Service Complaints - page 2

Poor excuse for a large company!!!!!

Ulta has the worst system or employees saying one thing and LIE about it on the point system. I was told they would credit my $14 worth of points back due to their mistake to begin with. NEVER DONE!!! And you can't get anywhere when you talk to the company either!!!!!!!

At Keizer Station today. In Oregon.
I walked in 3 were chatting but I saw another walking towards me and I said I was looking for concealer. She said they are all over, what brand, I said idk I sensed her impatience maybe a bad day or she had others things to do she did have something's in her hands. So I thought maybe she isn't available. I said oh ok well maybe I need to talk to some else who can guide me.
She turned around to get someone to help me and she says to me, you need to be specific.I said excuse me? She walked away. Rudest person I've encountered there. I did buy a couple items with the help of the other staff member and the cashiers were friendly at least.
I should have left but was running late to turn around and go to Target. Last time I go there.

My daughter spent 245$ at @ultabeauty today on stranger things makeup and wanted the exclusive gift when you spend $65+ and was told AFTER that they we're out of stock. Called corporate and was told "nothing can be done". If you can't supply the product TAKE DOWN THE SIGNS!

Purchased an item from Ulta that was returned; received a merchandise credit for the return of which I purchased another item. I am not satisfied with the second item and returned it for a refund but was told a merchandise credit would have to be issued again. Mind you I presented the receipt on both occasions.

After the first incident I reached out to customer service and spoke with someone who said her name was Johan; I explained to her the situation--told her I tried the new item (blow dryer)and did not like it either. Her reply was you can always return it; I told her I would like to return it to receive cash back and she said yes, as long as you have the receipt you should be able to get refunded for it. I visited the Lexington SC store today, which is one week later and was told I would be issued another store credit which I refused; the male who I spoke with made a call to the telephone number I gave him for Johan and was told she wasn't available; said the person he spoke with "Tee" said she read the notes from my and Johan's conversation of 04/23/22 and that Johan did not tell me I could get refunded in the original form of payment. Lies--as a Customer I'm at a disadvantage because no three-way is done of the recorded conversation whereas I'm able to hear it, so it's their word against mine. The male worker on today went on to say she said she sent you a $15 credit as appeasement for the situation. I told him that she (Johan)said she was sending it, which she did, but I don't care about a $15 gift card and they're welcome to delete it or whatever. My concern is that I do not want or need anything else from Ulta, would just like my money refunded to my debit card or a cash refund!

People don't waste your time with the ulta dash to beauty deals because they will run out of the item online and won't honor the discount in store also customer service won't acknowledge the fact that they don't have enough product for the amount of ppl that voted or signed up to get the discount horrible

I am extremely disappointed that one day I had a value of $280.00 on my rewards. The next day it drops to 20.60. I was told expiration is indicated on the bottom of my in store receipt.
I haven't been in a store since September 2021.
I was told the points expired..
Why is it that every email received from Ulta indicates your available $..but does not indicate that your available rewards are about to expire.
I have been a Platinum member since 2015.. due to COVID I did not come into the store and I don't shop on line.
Everytime I corresponded with customer service I get a response from a different representative. They continue to respond with it's my responsibility to login to my account to review my status and there is NO ONE that reinstated my $.
I am extremely unhappy how this has been handled.

Today is the third time I've received terrible customer service from an Ulta representative (in the last 3 months). I've never encountered online ordering issues with them in the past, so I'm not sure if the customer service problem is new or not. The first two experiences involved receiving a rancid product. I asked for an exchange the first time and received the same rancid product a second time. I ended up taking it to the store to return. No one I spoke with seemed remotely concerned about the situation. The experience I had today involved a glitch in the system. My credit card was rejected for whatever reason (it has plenty of available credit). When the card got kicked out, all of my Ulta points disappeared.. so there went my discount. First I tried using the chat feature. A representative could do nothing about the card (and did not offer to try running it for me. She also would not send me an email confirming that my Ulta rewards points would be back on my account.. she simply told me they'd be back in 24-48 hours. I then tried calling. My representative could not understand what I was saying. I'm American, I called an 800 number and I don't have an accent. I have ZERO issues with English second language speakers.. but I should be understood if I'm speaking with customer service. She ended up transferring me to another person who couldn't help. He then transferred me to someone who hung up on me. This is a huge disappointment..

Had a haircut horrible experience. Complain to customer services spoke with different people giving me the run around. Promising people would will call me and never did this is how ulta takes care of the consumer the ones keeping them open well DONT go there they don't care if you had a horrible experience with a i experience hair person. That doesn't know what she was doing

I bought a few items at a California Ulta store and when I was at the register, the clerk asked for my phone number. I kindly declined and sensed a bit of anger from the clerk. She asked if I was sure that I didn't want to give my number because I can get reward points. I said no and then after that, the clerk told me "Ok, but you won't be able to return these items, OK?" I then said "sure." Then I thought and wondered, why would me not giving my phone number affect my ability to return items? Also, I do not plan on returning the items anyway? It was such an odd experience and I am hoping that this serves as an example for retraining purposes. Each customer has the choice whether to provide personally identifying information or not. With all the scams going on out there, it makes sense for customers to opt out of giving out information like this.

Every time i go into the Ulta in Upper Arlington the customer service is so poor. One example is I had a face wash that i bought and it did not smell right or feel right. I took it back to the store, I have bought hundreds and hundreds of dollars of product so i am not going to try and pull a fast one for a $30 cleanser. The First girl tried to look the transaction up and could not find it. Had the most miserable look on her face and has a terrible attitude because she actually had to do some work,she calls her manager over who is just as miserable. She is lecturing me about how they are not supposed to take the face wash back if it is a certain percentage used etc. I am an adult and i do not like being talked to like a child. She finally finds the transaction and says they might not accept the return so if i have a problem that is why????? What is she even talking about. I am so tired of dealing with bad attitude employees at Ulta.

I bought product at Ultra $60 worth, less than 30 days I returned the product unused. I got a total of $4.90 back! WTH. And yes I had a rewards card, and they never said a word about that even though I said I could have given the product to someone. Done shopping with Ulta!

Just left the Fording Island store in Bluffton SC and am very upset. On the way out, I used the sanitizer provided. By the time I got to my car, the pink dye had come off the Ulta bag and stained my hand pink !!!! It still hasn't come off after several washings. I think you need to rethink your bags for dye purposes. Thanks.

I'm very dissatisfied with the idea of your coupon. It expired on the 9th. The saleslady said that I would be getting something later. What good is that when I needed it today? I don't plan on coming back anytime in the future. I bought the James Charles pallette with the intent that was going to get the discount. I'm 72 yrs. old with a fixed income of $ 1000.00 a month which doesn't go far. So you can imagine my disappointment I am having today.

I was in an ulta and decided I didn't want an item so I went back to return it and they wouldn't let me cause I didn't have rewards they asked if I wanted to sign up for rewards I said no. Because how does me signing up now give me the ability to return when I already bought the items? The girl walkied her manager who was across the store a little but not far enough that I couldn't hear her and the manager said "just sign them up still they won't know". I stopped the whole thing took my items and left called customer service and was told that the girls lied and could do my return without me having rewards and that they cannot sign me up without my permission. I went in the next day and they still wouldn't take it. I'm done with ulta DONT SHOP ULTA! Another thing every time I'm in one of the store I notice they always follow black and Hispanic customers. Why is that?

Ulta really needs to allow returns in store or at curbside. I agree with Robin. I do not wish this end back in the mail and pay for a return. How does this make sense with everything going on? I want to order more but I will not by knowing that I can't return easily through them for full refund. I can purchase elsewhere

Ulta needs to open there stores or allow returns at the curbside pickup, it cost $11 to return by mail. I have stuff in an online order that I want to return & it's been 60 days. I want my money back & will accept nothing less, Especially when I called in to cancel the order & they shipped it anyway! Anything less will result in me filing complaints.

Thank you,
Robin Aldridge

This time of year it's not uncommon to want to exchange a gift that wasn't quite right... but you don't want to hurt the persons feelings who gave it to you by asking for the receipt... to not allow for an exchange not cash back but an exchange is crazy... that's awful customer service and makes me as the gift recipient less likely to ever shop there!

Only ever have good things to say about the Ulta in palm coast. Just wanted to come on here and say that a lot of the complaints are from people that really don't get their return policy lol. People are really expecting them to take back empty products? Or with a receipt that's torn or damaged to bits? Please get a grip. Sales associates can only do so much. Also a little bit of advice, if you spoke to customer service before hand about an issue and will be going on store for that issue to be resolved have the customer service agent call the store and inform them. The stores staff are not mind readers and customer service may bend policy for customers.

Everyone double check your order!!! Apparently Ulta has a horrible system where they are literally unable to help at all if you select the wrong color. I accidentally selected the color right next to the one I wanted. I have to imagine I'm not the first or the last person to do that....
Within an hour I emailed about the mistake. I asked them to change the color. I assumed that any company operating in the year 2019 would have no trouble doing that. The small business I worked at when I was 16 could do that.
But not ULTA! They will not modify your order. It was 11:30 pm when I read the email informing me of that and I was trying to get the sale that ended at midnight. I once again assumed that they had to at LEAST be able to cancel your order
Wrong again!!! Apparently it makes more sense to them to send it to me and then have me send it back than it is to simply remove it from my order.. I have to figure it is some sick trick to bring in more money. I will only get store credit for that instead of it being refunded to my credit card
So
God
Damn
FRUSTRATING

Please help. I have NO idea what to do, my Ulta HATES me and my mother simply because we asked corporate if maybe that store could benefit from a security guard, they must've agreed since in a few days they hired one... My almost 70yr old mom was there when it was robbed 1 wk after it opened... Apparently this got the manager in trouble, not our intention, we want EVERYONE to be safer, including employees, and when they get robbed AND have to chase after those people themselves (this leaves no employees in the store, leaving the customers inside free to steal items too!), well, that's not safe for them, I couldn't imagine a retail job where I also was expected to chase after someone who just robbed the store.
Anyways, since then, I try to avoid making my mom go there and buy from amazon or Sephora or other places with free shipping, but with 21 days of beauty, just this 1st day I buy an eye serum and Setting Spray and do in-store pick up, when my mom brings it home and I start my skincare and get to my eye portion... NO SERUM IS COMING OUT, I look inside, and there's no pump going from the serum in the bottle to the nozzle, so it's not gonna work... AND it had a weird consistency too, like it was expired or something.. so I finally finish my makeup, and go to try the PUR setting spray, which I've never tried, and the spray starts coming out like 1/2inch instead of the 1ft-18in most spray, I keep spraying thinking it just needs like some momentum or whatever, it just needs to get warmed up, NOO, it starts pouring out the opposite side than the sprayer and down my hand, OMG it was horrible, I guarantee you that wasn't how all bottles preform, or else PUR WOULD NOT have put them on the market, they would've eaten the profits and remade the bottle and nozzle. Coincidence that BOTH my products were completely screwed up and missing pieces/tampered with at a store that dislikes my family... IDK..

BUT i want to return these, and I ordered them online and did instore pickup, so how do i do it?

I used cash to purchase a foundation that I was skeptical on. Didn't use it and returned it the next day with the receipt. I was told she couldn't give me cash back, only in-store credit. Nowhere on their website does it make the distinction that they won't give cash back. It only states it will issue a full refund via the original form of payment. I feel lied to and swindled out of money.

I just left the Ulta store in Solon, OH where I made. $67 purchase. I bought some Living Proof products and on each and every shelf there was a sign, buy this and you will receive a free 1 oz shampoo and conditioner from our color care line. I asked and was told by a salesperson that you get these at checkout.

So upon checkout I was told "oh, we don't have that. I'm not sure if we ever received it Or if we did have some but then Ran out." Ok I said, but the. You should take the signs down because they are no longer (or were never) true. The cashier called over the manager and I suggested (nicely, because I'm a nice person) that the signs be removed since the store couldn't fulfill the sign's promise. Her answer? "Oh we're not allowed to do that because that's the promotion that's going on." "But you don't have the free samples which means the signs shouldn't be there since you can't provide what the signs promise" I said. Her reply, "Well that's just the risk you take!"

Are you kidding me???

I have been trying to talk to someone about 2 returns that still have NOT BEEN REFUNDED SINCE 5/14 to my debit card

A friend of mine purchased Gucci's perfume and was the wrong one he didn't have receipt was still in box and never used had bar code on bottom of box he paid 89 for item and only gave him 25.78 which doesn't make sense was wondering if he pocketed the rest or used it?