Anonymous
map-marker Los Angeles, California

Bad customer service. Nobody ever contacted me to resolve issue. Have called management and upper management have yet to hear back from anyone

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Had a bad experience with hair salon assistant manager and her double booking and making me wait by lying to me about her reason. I had made a confirmed my appointment for over a week confirmed the day before and not till 20 minutes before my appointment did she tell me I had to wait 30 minutes while she put other client under heat lamp.

That never happened. At 30 minutes she was blow drying her hair and still had at least another half hour to go. I told her I couldnt wait too long because I had another appointment. She asked where and why initially.

I was nice enough to tell her and then originally she was ok with me leaving but then when at 30 minutes delay I did she went and made a scene at the front of the store in front of other personal and customers. I didnt want to do that to her thats why I quietly left and just told the receptionist I would rebook somewhere else.

I was told her manager would contact me to further discuss her behavior and fill this day I have not heard from anyone. Its been over a week.

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User's recommendation: Don’t book with the assistant manager at this Burbank location. Very manipulative and a liar.

tyiesha r Lgu

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Verified Reviewer

Ulta stole my money and refusing to reship my package

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I have been contacting your customer service number over and over as well as chat and text. my package was lost by the shipper and UPS sent me proof of the package lost and said to contact Ulta.

I have now for 2 days been trying to get my package resent or a refund. I have spoken to numerous people in your customer service supervisors as well and no one is helping me.

I filed a complaint with the BBB and left a message on your corporate inbox and still have not been contacted. My next steps will be legal action if no one calls me because i shouldnt have to go to this extreme to get my money back or my package resent

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Loss:
$74
Cons:
  • Customer service lies to you

Preferred solution: Full refund

User's recommendation: Never order from them. If your package gets lost they wont refund you and will send you on a wild goose chase

Shelley M D

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Verified Reviewer

Missed order

I placed an order for 4 products. I was informed my order had been delivered to my home with a signed receipt - only 2 of the 4 items I ordered.

There was no one home at that time to receive/sign for delivery. Upon contacting the carrier assigned by ULTA they provided me with a pic of the house delivered to - IT WAS NOT EVEN MY HOUSE! The carrier could not provide me with signed receipt as there was none. Upon contacting ULTA several times regarding this issue - they have not responded as to what will be done with my complete order.

I am so done with ULTA & will start purchasing elsewhere.

FYI - their call center representatives have limited English skills! Beyond PISSED!

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User's recommendation: Don’t purchase from ULTA

Anonymous
map-marker Saint Cloud, Florida

Store complaints

I called the store at 2785 E Irlo Bronson Memorial Hwy #300, Kissimmee, FL 34744 on March 19, 2024 and asked to speak with someone knowledgeable with Estee Lauder. The person who answered the phone said she was familiar and every question I asked, she answered.

I told her I was considering changing Estee Lauder foundation from Double Wear to Futurist Hydra, but didn't want to purchase a tube unless I was sure. She told me to come in and she would give me a "test tube" of the product to try for 1-2 days.

I came in the next day (March 20, about noon), a 34 mile roundtrip drive, and a young woman, wavy blonde hair, young, had to be called from the back to assist me. When I told her about my conversation the day before she became very rude, and told me that Estee Lauder doesn't allow samples to be given. I told her the lady I spoke with the day before even checked to make sure she had my color in a tester so I didn't make the trip for nothing.

The woman who "helped" me in the store told me three times that Estee Lauder doesn't allow samples--each time a little more condescending than the last time. Finally she let me know she was doing me a huge favor, reluctantly, by giving me a dab of the foundation in a plastic container that barely covered the small bottom.

I always give my points to my daughter. Her number is 407-572-**** if you'd like to see just how much we spend in this store. This woman was RUDE, patronizing, and very, very ungrateful even when I told her I had been wearing Double Wear for decades and didn't want to waste buying the Hydra, only to return it if I didn't like it.

You would think she would appreciate me saving the store a $60 tube of makeup by trying the product first. I typically don't leave these kind of reviews, but I can't remember the last time I have been treated this poorly in a store I frequent regularly.

I used to purchase my Estee Lauder from Macy's, but Ulta is much closer now, so I switched several years ago. However, Macy's was always good about providing small samples. When I went on vacation once, and asked if I could try the next darkest shade--expecting some tanning--I was given two of the small test tubes.

It was NEVER an issue as they would rather have you make sure you want to change color or product before you purchase. I will be swinging my Estee Lauder purchases back to Macy's.

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User's recommendation: Avoid this sales person. Horrible, rude, no customer service skills whatsoever.

Bailey M Dme

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Verified Reviewer

Changing phone number

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Hello I need to change my phone number immediately due to change of phone please respond as soon as possible thank you
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Cons:
  • Take forever
Lisette R Shz

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Verified Reviewer
| map-marker Roodepoort, Gauteng

Fraudulent misrepresentation

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Fraudulent misrepresentation of product purchased

ELCHIM HAIR DRYER-MILANO

in addition to my claim, the sales associate did not input my purchase under my customer rewards program, with that i was told that my sale did not exist.

ULTA regional manager insisted i did not purchase in that store.

YULEE florida

continuously telling me that

ULTA had never carried brand.

i had purchased my dryer approximately 15 months ago.

manager insisted, to the point of offending me insinuating i may be untruthful.

ELCHIM HAD BEEN IN STOCK

6 (six) years ago.

how was that product on their shelf &

SOLD TO ME

2022-****

NOT IN THE INVENTORY FOR OVER SIX YEARS

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Pros:
  • No comment
Cons:
  • No comment

Preferred solution: Full refund

1 comment
Guest

If a sale wasn’t put under your rewards program that was because you didn’t offer the information. Regardless, that doesn’t negate your responsibility to keep the sales receipt. Whether or not you used the rewards program doesn’t change the fact that you didn’t keep the receipt.

Debra S Yhu

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer

Chargeback against me in error I sent proof to no avail

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Ulta - Chargeback against me in error I sent proof to no avail
I had a credit card that got compromised. I had used it at Ulta in the past, but for the transaction in question, I used my NEW credit card. I paid for my purchase using PayPal linked to my card. Got more order and all was well. Now I am told I have a chargeback for this transaction, even though I have sent the PayPal image showing Ulta was paid. The phone reps cannot do anything to help. No one will consider that a mistake was made. I have proof Ulta was paid yet they will still not let me charge on the website or buy via the app, so so long to all those sales and promos.
View full review
Pros:
  • Convenience
Cons:
  • Ridiculous policies and phone reps with no power

Preferred solution: They should allow me to purchase online and via the app again.

User's recommendation: Guard your credit card.

Erlinda B Rtx
map-marker New York, New York

The ULTAmate in Customer Disservice!

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I made an appointment that was "confirmed" and when I showed up for the appointment, it was not on the schedule.
View full review
Pros:
  • Sell a couple of fragrances that i like
Cons:
  • Unprofessional

Preferred solution: I do not expect anything in return for the inconvenience. Lots time and a good image.

User's recommendation: Avoid this place.

Resolved
Veronica H Llb

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Verified Reviewer
| map-marker Columbus, Ohio

Resolved: Terrible customer service in the PHILLIPINES!!

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Updated by user Nov 16, 2023

Company fixed the issue and I have been provided with apology.

Original review Nov 09, 2023
I placed an order on 11/1 - Order # M11148**** for a total $128.00. I had a $50.00 gift card and a $3.00 coupon which brought my total down to $83.75 ($8.75 tax).

When I checked on the order, it was delivered to my old address in West Virginia which we have not lived at for about 12 years! I had placed four other orders with Ulta since 2021 and they ALL came to my current address at 4949 Blendon Pond Drive, Westerville, Ohio 43081. I have been on the phone for over an hour talking with "Julian" in the Phillipines and he can not help me. He said they can not re-send the items I ordered on November1 to my correct address!

I am so frustrated! I do not like talking to someone who can barely speak English and can not help me.
If I can not get some resolution, I will NEVER, EVER shop at Ulta again!
Please contact me so my money has not been stolen.
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1 comment
Guest

You just posted your address on a public internet forum.

Anonymous
map-marker Southampton, Pennsylvania

Poor customer service

I went to Ulta in Newtown and I had a coupon and everytime I go to the store and pay the cashier always asks do I want to open a credit card I say no thank you but they never say do u have the app with any rewards or coupons and the manger of the store said thats not our responsibility to ask if you have a coupon. Now I am home and dont $160 dollars and only got $10 off but I should of gotten $20 off because I spent over $100 and now I gage to drive back to the store which is a half an hour away and be inconvenient.
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Lisa H Wog

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Verified Reviewer

Wrong order received

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I ordered 2 cosmetic items and received a robe. I called customer service which says "pissedconsumer" and they were very hard to understand but I did understand that I was to receive a confirmation email cancelling my order which I never received. Please send the email.
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Preferred solution: Full refund

Resolved
lori G Jnf

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Verified Reviewer

Resolved: Ulta canceled my order and has yet to refund me $316

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I placed an order for a big list of items. I paid will an Ultra gift card that had $400 on it, I spent $316 and that night I received an email that my order has been cancelled and was not given a reason why.

The next morning I checked the balance on the gift card to see if the funds had been returned and it wasn't. I called Ulta and waiting 30 mins just to speak to a representative and they were so unhelpful. Telling me the reason my order was cancelled was probably insufficient funds, but if there were true why did they take my money and still haven't returned it. He then stated they are having issues with their system and they are aware and were working on fixing it.

The rep said I would receive an email in 1-2 days about the issue and I did not. I called back two days later and then spoke to someone else and was assured it would come back the following week. Well it has been a week now and I still not have receive a refund for the order they canceled without reason. .

I am still going to try to get this issue resolved but it seems impossible at this point. I also tried their text service and never received a response from them. It is unbelieved how hard it is to get ahold of them. I never want to show online with them again.

I advise others not to *** well, especially after seeing all of these other horror stories of others experiences. STAY AWAY FROM THIER ONLINE, TERRIBLE CUSTOMER SERVICE

View full review
Loss:
$316
Cons:
  • Worst service and customer resolution

Preferred solution: Full refund

User's recommendation: Go to Sephora instead

Gina Z Uac

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Verified Reviewer

Return

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Its been over a week and my issue has not been resolved. I purchased online and picked up in store. This is not considered an online purchase so Im told I have to go to the store. They can not help me. When I go to the store they tell me I have to call customer service. Ive called 8 times and still have not been able to talk to a supervisor. Every time I call I am told a supervisor will call me back in 24 to 48 hours. Ten days later and Im still waiting.
View full review
Cons:
  • Worst customer service i have ever encountered

Preferred solution: Full refund

User's recommendation: SHOP SEPHORA!!!!!

Douglas Edo

Rewards

I would like to see if I have a change of address if I could have the rewards from one address to another transferred
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Karlie B Qli

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Verified Reviewer

Horrible customer service

Hello,

I called ultra customer service three times tonight in the span of three hours in hopes of reaching a supervisor (due to not receiving my online employee discount code and it is cyber Monday so I really wanted to use it tonight).

The first call I was hung up on, the second call I was assured that I would be called back but never was, the third call was very unhelpful, would not give me any information and left me on hold. Her name is Joan.

I was unable to get the names of the supervisors due to "security" which I know is not true. I am very disappointed and will also be writing a handwritten letter to corporate.

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Preferred solution: Apology

Anonymous
map-marker Columbus, Ohio

Ulta owes me credit in the amount of $110.00 because of returns made to the store, they will not honor it even though I have the receipt showing credit amounts.

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I made returns to the store for a credit, spent half that credit in the store that very day. I returned to the store today, three weeks later, to use the remainder of the credit amount----store says I have NO credit remaining!

They told me to call ULTA headquarters to have the issue resolved. The call was to no avail, they said they will have a manager call me to resolve the issue.

I even have the receipt showing my returns with the amount of credit that I should have had coming to me.

This is a terrible company who does not stand behind their guarantee. They still owe me $110.00 of in-store credit!!!

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User's recommendation: DO NOT SHOP AT ULTA---YOU WILL BE RIPPED OFF, AND CUSTOMER SERVICE WILL NOT HELP YOU. YOU WILL BE COMPENSATED.

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