Ulta Beauty Customer Service Issues

I had a terrible customer experience recently. I placed an order for a Dyson Air Wrap Complete a month ago and only received a mostly empty box. Despite contacting customer service multiple times, I was not able to resolve the issue. The representatives closed the cases saying the box was delivered, but I received a 2 lb box when the Dyson should weigh more than 8 lbs. It's frustrating that this issue is still unresolved after two weeks. I realize there may be delays due to the pandemic, but this situation is unacceptable, considering the high cost of the item and the time that has passed since I made the purchase. I'm seeking urgent escalation and resolution.

I made a purchase on Wednesday and paid $10.95 for shipping. The Ulta app indicated Friday as the delivery date but then I was notified that delivery would be on Saturday. I find this unacceptable. I reached out via Facebook Messenger requesting a refund, but Ulta has not acknowledged that their app is displaying incorrect information. They have refused to admit that charging $10.95 for express shipping when the shipping is not expedited is misleading customers. I demanded a refund for the shipping cost, especially since according to the app, the delivery was supposed to be on Friday. Ulta has declined to issue the refund, which I believe is deceptive.

During our recent visit to your Lakewood Belmar store, my mother and I encountered an issue with a younger African American male employee. Despite my mother showing him a doctor's note exempting her from wearing a mask due to her age, he displayed a bad attitude and refused to make eye contact. This behavior made our shopping experience uncomfortable. While we respect the store's policy on masks, employees should not discriminate against those unable or unwilling to wear one. The gentleman's rude and dismissive demeanor towards my mother, even after showing the exemption note, was unacceptable. Staff should be trained to treat all customers with respect, especially considering the current situation. Kindness and understanding go a long way in customer service, and I hope this incident will be addressed at the Belmar location. If necessary, we may consider exploring other options where my mother is treated fairly and kindly.

Hello, I hope you are well. Today, my sister and I visited ULTA, where she spent $47. Unfortunately, the reason for our visit was not a typical one. Regrettably, we encountered head lice due to teenagers visiting our home. Although this is not something we are proud of, we trusted ULTA as a reputable store to find products to treat lice. We have diligently treated our family, followed all instructions, and even have evidence of live bugs post-treatment. Despite the product not working as expected, we understand it is not ULTA's fault. We kindly request a refund for my sister's purchase. We are loyal customers of ULTA and have never had any issues before. We would appreciate it if a member of management or HR could assist us in resolving this matter. Thank you and have a wonderful day. Sincerely, Melissa

I am concerned about an employee, possibly the store manager, at the salon store in Lakewood, Colorado, located at [redacted] S Wadsworth, who removed his mask while interacting with other employees on July 13th, [redacted], around 4pm. This employee had green hair dye that seemed wet, wore shorts, and only had the mask covering his mouth or removed it completely while talking to others. I contacted customer service immediately, and they assured me they would inform the store. I hope that someone higher up can investigate this incident to ensure safety at Ulta. I have been a customer at this store for 18 years for haircuts, and while my hairstylist is great, I have noticed unprofessional behavior from other employees recently. I am uncertain if the employee is the store manager, so I believe it would be beneficial for a manager from another store to visit discreetly and observe the situation.

I purchased three items online on 07/18/[redacted], but encountered an issue with the shipping address not being correct during checkout. Despite attempting to rectify the address over the phone and changing it with the tracking number, the package was still delivered to the wrong location. This was puzzling as I had successfully placed an order with the correct address just two days prior. I am at a loss as to how this incorrect address was attached to my order, as I have never used or had anything shipped to that location. Despite contacting Ulta customer service, I was informed that nothing could be done, leaving me without my products and out of pocket.

I usually receive excellent customer service from Ulta Beauty, which I appreciate. However, as an Ulta Credit Card Holder, I feel frustrated by the service I received, especially during the pandemic. While I typically prefer shopping in stores, I opted for the safer online option this time, regrettably. I encountered poor customer service from two agents, one named Javier. I mistakenly entered my old address when placing an order, and when I called to correct it, the first agent I spoke to refused to change the address or cancel the order. They insisted I retrieve the package from the wrong address, despite the COVID-19 social distancing guidelines in New York City preventing me from doing so. After requesting to speak to a supervisor, I was abruptly disconnected. In a subsequent call with Javier, I faced the same unhelpful response. I simply need to update the address on my order or cancel it. I hope this matter can be resolved promptly.

I recently tried to purchase a James Charles palette on Ulta.com. However, when I proceeded to checkout, it indicated that my information was incorrect. Strangely, my bank account shows that the transaction was approved, yet it did not go through on the website. I am stuck in limbo with my funds on hold. I am requesting either a cancellation of the transaction or delivery of the item I tried to purchase.

Dear Ms. Dillon, I am writing to address the issues I encountered with an order placed on 5/12/20, #(redacted), at your store. After receiving an email on 5/13/20 stating that my order had been cancelled, I had to go through the trouble of placing a new order, #(redacted), to which the items were mistakenly shipped. Upon receiving the package on 5/18/20, I discovered that the Dyson Supersonic I had paid for was missing from the box, despite the packing slip indicating it was included. After contacting customer service, I was promised an investigation that never resulted in a resolution. Despite my efforts to rectify the situation, I was only offered a refund which was not my desired outcome. This entire ordeal has caused significant inconvenience and disappointment to me and my family, who were eagerly anticipating the gift. I have spent countless hours trying to resolve this issue, only to be met with unhelpful responses and delays. The lack of accountability and customer service exhibited in this situation has led me to reconsider my loyalty to Ulta, as well as my family members. I am reaching out to you in the hopes of finding a satisfactory resolution to this matter. I can be contacted at [redacted]. Sincerely, Alison Coyne

While using the app, I noticed that over 4,[redacted] points expired from my account unexpectedly. After my account was hacked, which I detected and you took a long time to resolve, I was hesitant to input my credit card information and couldn't use the points. Since the issue wasn't fixed, I had to create a new account, and the points have been missing for over a year. With the current global pandemic restricting shopping and my health issues making me high risk, medical advice has warned against in-person or online shopping. Unemployment has also hindered spending on non-essential items due to prioritizing rent and food expenses. Knowing that as a former employee, you have the ability to reinstate points, I believe it should be made more accessible to customers.

I had a fantastic experience yesterday at the Vancouver, WA (162nd & Mill Plain) location. Jessica greeted me warmly and was very enthusiastic about helping me find a face roller. She patiently explained the options and answered all my questions with a cheerful attitude. The customer service provided by her and the staff was exceptional. I ended up purchasing the Pacifica Rose Quartz face roller and some additional products. The prices were great, and Jessica's help allowed me to choose some face rollers as Christmas gifts for my family. Another staff member helped me with an eyebrow pencil recommendation, and I am very pleased with the result. Overall, I had a fun and enjoyable shopping experience. Thank you to Jessica and the staff for their outstanding service! Best, Sarah K.

On September 28th, I received an email offering an 18-piece gift with a $50.00 purchase at ULTA. After spending around $68.00, I couldn't find the advertised gift in my shopping bag despite following the instructions. When I contacted customer service, they acknowledged the offer but suggested it might be sold out without any indication on the website. This disappointment isn't new to me with ULTA, and their customer service failed to meet my expectations. It's disheartening to encounter misleading promotions and unhelpful support. As someone who values exceptional service from my time at Nordstrom, ULTA's handling of the situation has made me reconsider future purchases from them. Quality customer service is crucial for any business, and the lack of resolution or understanding from ULTA is disappointing.

My partner attempted to purchase beauty products with his credit card for delivery to his address in Las Vegas. The order number is K[redacted] with an order date of 26.11.[redacted]. The credit card is valid, but the orders keep getting canceled without explanation. We have contacted customer service multiple times to address this issue. We have verified the credit card details and shipping address, both of which are correct. He will be traveling to Kenya on December 27th, which is why the IP address does not match the US. His contact number is +[redacted]. I am hopeful for a prompt and positive resolution to this situation.

I tried to use Afterpay and, after being redirected back to Ulta (after entering the Afterpay information), my order indicated a payment method issue. I didn't receive a confirmation from Ulta, so I reprocessed the Afterpay payment, but encountered the same problem. I've received two confirmation emails for the Afterpay purchase, yet my order hasn't been completed on the website. I only wanted to buy one item - the 1.0oz Flowerbomb by Viktor & Rolf with the free white plush throw. Kindly inform me if the order is visible and advise on the refund process if I was charged twice.

I am seeking assistance as I have been unable to make progress with the online form submission. My order was shipped out on November 18, and to this day, I have not received it. For the past 13 days, it has remained at the Durham shipping facility, specifically with Lasership, a carrier I am not familiar with. The order number is K[redacted]24. Due to the extensive delay, I no longer require the item as it was intended as a gift with an initial expected arrival date of November 24. Kindly consider refunding the entire amount as a resolution.

Order number K[redacted]97 was placed on 11-27-20. Unfortunately, the address for the gift recipient is incorrect. The gift should be sent to Aria Lindberg at [redacted] Silverwood Dr., Scotts Valley, CA [redacted]. If it is not possible to correct the address, please cancel this order. Thank you.

I purchased cologne for my son-in-law, daughter, and husband, which came with a free gift of either a robe or a throw. I wanted robes for all of us for Christmas morning. Unfortunately, I received one robe, one throw, and one missing item. I contacted customer service, offering to exchange it in-store, but was told there are no more robes available. Today, I received a catalog with the same offer, which is confusing. I just want a resolution by receiving the missing robe for one of the men's colognes that I ordered. I am willing to return the throw if needed. Thank you for your help.

I recently received my order, but one of the MAC Lipsticks in the shade Lady Danger arrived damaged as the tube would not twist up. Additionally, I had ordered the SEMI-permanent MadisonReed Medium Brown Radiant Hair Color Kit, but instead received the permanent hair color. I'm okay keeping the different color lipstick, but I cannot use the permanent hair color as I specifically wanted SEMI-permanent. I would like to return the two (2) permanent hair color kits for a full refund since you don't have the SEMI-permanent option available. Please send me an email with a return label for one (1) of the hair color kits. Thank you, Catherine W. [redacted] Via Margarita Palos Verdes Estates, CA [redacted] Email: [redacted]

I attempted to make a purchase on Ulta's website on 12/23, but the transaction did not process. However, $[redacted] was deducted from the gift card I got for Christmas. I received an email claiming I used the money for a different purchase with a separate gift card that has a different number and pin. I'm currently facing difficulty resolving this issue and getting the $[redacted] reimbursed to the correct gift card.

I placed an online order for 7 or 8 items, but I only received 4 or 5 of them. After contacting customer service, they promised a refund and asked me to wait for an email. However, three days went by without any update. When I called again, they mentioned a higher authority would handle it and assured me of a follow-up call. A week later, I received an email stating the missing items were sent, ignoring my refund request. I lost nearly $[redacted] and faced the worst customer service experience ever. It's frustrating that they doubted my claim and refused to assist further. They offered only apologies, which cannot compensate for my $[redacted] loss.