Formal complaint regarding Ulta world tickets

Hello Ulta Guest Services Team,

I am writing to formally complain about the Ulta Beauty World ticket sales process, which I found to be misleading, inconsistent, and fundamentally unfair.

My best friend and I both woke up at 7:00 AM Pacific Time to be online exactly at the 10:00 AM ticket release. We logged in immediately when sales opened using two separate devices and accounts, refreshing at the designated time. Because of the stated one-ticket-per-customer limitation, we coordinated over FaceTime with the understanding that, at worst, one of us might secure a ticket while the other might not.

What actually occurred was far more troubling. Despite logging in at the same time, my queue progress remained under 10% while hers advanced to approximately 30%. There was no transparency, explanation, or indication that queue placement reflected arrival time or operated on a first-come, first-served basis. This inconsistency contradicts reasonable consumer expectations for a ticketed event of this nature.

Furthermore, I observed numerous individuals publicly stating that they were able to purchase multiple tickets using the same email address, directly contradicting the stated one-ticket-per-customer rule. I am prepared to provide screenshots documenting these claims if requested. If accurate, this reflects a failure to enforce your own purchase restrictions and further undermines confidence in the integrity of the sale.

Additionally, I request clarification regarding the public statement that over 3 million people were in the queue. This figure appears dubious without context and seems to function more as a justification for the outcome than as a transparent explanation. Please clarify how this number was calculated and whether it represents unique users, sessions, devices, or page views.

To be clear, my requested resolution is as follows:

1. My primary request is the opportunity to purchase two (2) Ulta Beauty World tickets in a manner consistent with the originally stated rules.

2. If tickets can no longer be made available, I request a clear, written explanation addressing the following: - Whether the waiting room and queue were intended to operate on a first-come, first-served basis - Whether Ulta has issued any statement or policy confirming or denying that the sale was first-come, first-served 3. How queue placement was determined 4. How the 3 million figure was calculated and what it represents 5. What safeguards, if any, were in place to prevent multiple ticket purchases in violation of the stated limits

Additionally, I believe a fair and appropriate resolution would include the cancellation and refund of tickets that were purchased in violation of the one-ticket-per-customer rule, with those tickets made available for purchase to customers who complied with the stated terms.

This experience caused unnecessary stress and disappointment and does not align with reasonable consumer expectations or with the standards Ulta publicly represents. I respectfully request that this matter be reviewed and escalated as appropriate.

Thank you for your time and attention. I look forward to your response.

Sincerely,

Dawn ***