Ulta

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 ***

I want to share my experience with this location, as I've consistently ordered online and picked up in-store from various Ulta locations without any issues until I visited the Horsham, PA location. On September 4, 2025, I ordered Beyoncé's Cécred hair serum and oil online for in-store pickup, as it was more convenient for my job.

At the time of ordering, they only had the oil available and planned to ship the serum. Since I specifically needed the serum, which I had used before with great results, I decided to cancel the oil order. When I arrived at the store, I spoke with the cashier, a light-skinned girl, and requested that she cancel the order. She called the manager, who confirmed that the cancellation should be processed.

I left the store believing my order was canceled. I then placed a new order for the serum and successfully picked it up at the Northeast Philadelphia location without any issues. However, on September 6, 2025, I received an alert from my bank notifying me that I had been charged for the oil, which had been marked as picked up. The next day, I returned to the store and spoke to the manager, who informed me that refunds take five business days and assured me that I would be refunded.

Five days passed, and I had not received my refund. I contacted my bank to dispute the charge and returned to the store on September 16, 2025. I spoke with the manager again and requested store credit, but he informed me that was not possible. He mentioned needing to call customer service, but the representative was unhelpful.

As of today, September 20, 2025, I still have not received my refund.

If you order online and decide to cancel, be sure to monitor your account in the following days. I wouldn't have known about the charge if I hadn't received the alert.

Angelina,

I am starting to feel like this is not very important to you. I haven't heard anything since our last phone conversation.

The "happy returns has expired and since your store lost my product, i now have no recourse for my refund. This dumps the issue in your lap. I have wasted nearly a month on this issue. I want a resolution please.

Thank you,

Nikola (She/Her)

On Saturday, May 3, 2025 at 05:01:26 PM PDT, 301, Store wrote:

Hello,

I have a guest who dropped off a Happy Return 4/18/2025 at 8:03PM, however guest has yet to receive a refund, and your team at Happy Returns has stated they have not received the item.

Through video surveillance I do see the Happy Returns Package was picked up via UPS 4/24/2025. Please let me know how we can assist guest together.

Thank you,

Angelina Piedra

Sales Manager

Ulta Beauty

2186 N. Rainbow Blvd

Las Vegas, NV 89108

W702.631.3668

Store301@***.com | ulta.com | Ulta Salon, Cosmetics & Fragrance, Inc.

the possibilities are beautiful.TM

On Thursday, May 15, 2025 at 07:59:54 PM PDT, Nikola Cicconi wrote: I am trying to get to the bottom of this issue. It has been observed through video evidence that I did drop off the item for return.

Its been a month and I still can't get a refund. I have checked back several times with woman within and they don't have this item returned. I have patiently been conversing with Angelina. My patients is about depleated.

So unfortunately, this leave the bag in Ulta's lap. I would like to get my money back for the returned item, even though I have spent way to much time on this issues and should have a much bigger compensation.

Thank you,

Nikola (She/Her)

On Saturday, May 3, 2025 at 05:01:26 PM PDT, 301, Store wrote:

Hello,

I have a guest who dropped off a Happy Return 4/18/2025 at 8:03PM, however guest has yet to receive a refund, and your team at Happy Returns has stated they have not received the item. Through video surveillance I do see the Happy Returns Package was picked up via UPS 4/24/2025.

Please let me know how we can assist guest together.

Thank you,

Angelina Piedra

Sales Manager

Ulta Beauty

2186 N. Rainbow Blvd

Las Vegas, NV 89108

W 702.631.3668

Store301@***.com | ulta.com | Ulta Salon, Cosmetics & Fragrance, Inc.

the possibilities are beautiful.TM