Ulta Beauty Reviews 2,105

I purchased an expensive foundation product and upon unpackaging it I saw it expired 14 months ago. When I called customer service I was told to 'deal with it in the store'...now I will have make a 40-mile round trip to return the product to the store, when they could have suggested/accepted a return by mail. After voicing my displeasure, I was offered 20% off my next purchase?! Why would I purchase anything more from a store that sells expired products and has lousy customer service. Thanks Ulta!- do better

Incident with Mgr 12/13/25 store 599 @ 4:13 pm. Buying product, price wrong, there was sale sign on shelf. Walked back with cashier, sign missing, other cashier said she just took it down. Mgr made a scene about honoring price that was left up by them!!!! Totally embarrassing in line, lots of customers. Ultas error!, not mine. She needs a customer service course! Tried calling Ulta customer service, no luck in that area either.

Never received package. Scam website. Don't go there.

The lady checking me out said if I don’t give her my cell number I can’t do a return. If you use a credit card you can make a return. But I will go to Sephora where they are nice.

Poor experience with Ulta online shopping—no refund even after returning items in store and spending an hour on the phone with customer service

Twice i’ve spent enough to receive free gift and never arrives- customer service is PITIFUL!

I’ve been an Ulta customer for years, but my recent experience has been incredibly disappointing. My 17-year-old stepdaughter went to the Goodyear, AZ store to use a $25 gift card she received for her birthday. A seasonal employee, who was logged in under another employee’s ID, mishandled the gift card and destroyed the barcode. She was then told she had to pay out of pocket for her items. As a minor, she was embarrassed and confused, and her birthday shopping trip was ruined.

I contacted the store, and the manager reviewed the video footage and confirmed the employee error. However, she said the store could not resolve it and told me to contact Ulta Corporate.

Corporate support has been even more disappointing. Despite the issue being verified on video, they required excessive personal information, and their follow-up email response contained visible AI placeholders, making it clear my case wasn’t even reviewed by a human. I have heard nothing meaningful back, even after contacting Ulta’s executive office with full documentation.

At this point, my stepdaughter has not been refunded, she has not received a replacement gift card, and no goodwill gesture has been offered for the confirmed employee error or the time spent trying to resolve this. Because of the lack of response, I have filed complaints with both the Better Business Bureau and the Arizona Attorney General.

As a small business owner and senior PR professional, I understand how critical effective customer service and service recovery are — especially when a minor is involved. This experience has been the opposite. I sincerely hope Ulta reviews its training, escalation processes, and customer service practices to prevent this from happening to anyone else.

I wish I could put 0/5. I always experience a horrible time when it comes to Ulta’s customer service especially today. The person’s name was Katrina and all she did was upset me more by arguing with me. I had proof of my statements but she disregarded all of them and at the end I was just more upset after having a bad experience AT THE STORE already.

Received wrong order. Someone elses invoice and products. Rude,nasty customer service rep on the phone. Was more concerned with me returning the incorrect order than replacing mine.Wanted me to return, I explained I did not have a printer. Asked for expedited shipping for my replacement, they refused. Needed it for today.. Was promised today. It is still somewhere in California and has not moved in four days. Reached out for refund today,they refuse. Awful. Go with Sephora. I should have.

RATING IS ZERO! ZERO!!!! DO NOT GO HERE!!! STAY AWAY!!! The Rainbow is what I asked for. The other pictures is what I received along with a ton of missing hair - broken down to the roots; to be ignored by Corporate, to be treated horribly by the Store - Most of management is not apologetic nor do they care - District Manager will not call me back, nor does sending emails do any good whatsoever. If you are dumb enough to have anything done with your hair at Ulta - you get what you get and it's on you! I am missing over 1/2 my hair and if you blow up the pictures of the Platinum Blonde, you can see for yourself. It's been over a week and no one has bothered to call me. I guess at this point, it is going to be complaining to the State of Texas, and going after Licenses and a lawsuit because I'm done being ignored!!! Please view all the pictures! The last picture with the overwhelming super dark colors and hair so saturated with color that it made a mess everywhere, made the burned and blistered Scalp and Ears worse and took over 3 hours to wash out with cold water and clarifying shampoo after the first 2 hours of just cold water. DO NOT GO TO ULTA! FIRST OFF, THEY WILL NEVER APOLOGIZE FOR MESSING UP YOUR HAIR, AND THEY WILL IGNORE YOU WHEN YOU ARE UNHAPPY!
PLEASE CONTACT ME FOR PICTURES!

Very disappointed with the customer service. They kept repeating the same scripted responses and never provided a clear timeline for investigating my missing package. There was no real help or accountability throughout the process. I expected better.

They sent me the wrong order and didn't want to honor the freebies which was 4 full sized r.e.m. items and wanted to give me a $15 dollar gift card for the inconvenience. One of the freebies alone was $20 dollars. The mistake was literally on them

Dishonest behavior when charging for online orders. Be careful and check what you were actually charged compared to your bill total.

I recently placed 2 online orders on 2 separate days. I was looking at my bank statement and realized both of them had been over charged by random amounts to my bank compared with my total bill amounts. The first was overcharged by $1.18, and the second $4.49. my bills were 42.32 and 58.37 but my card was charged 43.50 and 62.86. They did eventually resolve this after a huge hassle but I have no faith that this was a fluke since it happened twice on 2 different days. There should be no way for this to happen on a digital system which makes me believe the fraud is built into the system and is happening to many customers who either don’t check or don’t want to deal with the hassle for a few dollars. This is theft and fraud if they don’t fix it for all customers that it happened to whether the customer knows it or not. Be careful.

False advertisement for sales

The store in Newtown PA refused to give me my money back on the product I bought the product was intended to be used to see if it worked. They claimed they would not standby the manufacturers disclaimer so needless to say they are a terrible store bad customer service and I will not return.

Before I started shopping, I asked one of the clerks to see how much credit was left on my account from a $50 reward I received. After some instruction from a higher up, she pulled it up. I had $27. When I returned to the counter, she was gone and the newest employee only pulled up my points. The manager was called. The woman who helped me before was about to head out. She flat out lied and said she just pulled up how much was available on my credit card. I left the store without anything and reported my card lost. (Pretty sure my card was still at the counter but I wasn’t going back in there after how I was treated…acted like I was telling fibs.)
If I ever do use Ulta again, it will not be at the Santa Monica Blvd branch. You can’t even sample most of the perfume because they are locked away.

I placed an order on line during a sale and chose to do a store pickup. Got my confirmation.... no where on the confirmation was there anything stating you only had 5 days to pick up.... We had a snow storm and I live one hour from the store and could not get there quickly. On day 4, I get an email saying if I did not pick up by day 5 my order will be cancelled. I called the store to ask if I could come in on day 6 to pick up explaining the weather factor... nope they could not help me. I contacted "customer service" and after waiting 30 hours got a reply that did not make any sense. But by then my order was cancelled. So if they have a hard rule of 5 days DISPLAY that prominently.... be a little flexible. I will never shop at Ulta again and I have been a good customer for many years. But nope, I will shop anywhere else.

They ask you to become a member for all these great reward but offer little to no customer service. I order online shampoo/condition and when I tried to exchange the unopen/unused product I was denied. It was past 30 days. I found out that I was not medical able to use and they did not care. I just wanted to exchange it for something else. The manager in the store refused to let me explain and acted like I was wrong, it was over $60.00 I had to throw away.

I didn't receive my order. My daughter is very sad and I'm angry. I spent money and didn't get anything, and so on 2 times. 🤮😡

I want to warn everyone about the Ulta Beauty Credit Card and their terrible billing system. This is one of the most frustrating and dishonest experiences I’ve ever had with any company.
Ulta encourages customers to sign up for their store credit card by promising discounts on future purchases. But once you sign up, the real nightmare begins.
Even after payments are made, Ulta (and their bank partner) keeps charging your account. They repeatedly send bills saying the payment was not received — even when it was. And if you try to fix the issue, they add late fees, double charges, and more penalties for something that wasn’t your fault.
When you contact customer service, all they say is, “It was a mistake,” or “There is no record.” They take no responsibility for their system errors and still demand that you pay the extra charges. It feels like a trap designed to keep customers paying for their own mistakes.
No customer should have to deal with this kind of unethical and irresponsible system.
My advice: DO NOT sign up for the Ulta credit card. Avoid it completely. Protect yourself and your money. This company’s billing system is unreliable, careless, and deeply disappointing.