Ulta Beauty Customer Service Issues

I contacted customer service and utilized the text option to inquire about my Ulta credit card points. I had simple queries regarding their usage and expiration. During my interaction with representative Maria, instead of receiving clarity, I encountered confusion and frustration. I utilize my Ulta credit card extensively and sought guidance on redeeming points. However, Maria initially stated I had no points and later mentioned three separate accounts, leading to further confusion. The text conversation entailed multiple holds and delays, and Maria appeared ill-prepared with accurate information. Consequently, I terminated the call feeling dissatisfied. Obtaining answers regarding my primary account linked to my phone number should have been a smoother process. I believe providing this feedback is important.

I have been trying to resolve an issue with product expiration at your store since Sunday. Despite contacting representatives and store managers, the problem remains unresolved. The manufacturer confirmed that the products I purchased were expired and damaged my hair. I have reached out multiple times for assistance but have not found a resolution. If this matter cannot be addressed promptly, I may have to seek help from your legal department. My contact number is [redacted], and my name is Sheila Stronegger (formerly Sheila Dwyer).

I recently purchased three Treehut sugar scrubs from Ulta. Two of the scrubs arrived the day before, and the last one was delivered a day or two later. The first two packages were fine with no issues. However, the last sugar scrub was delivered separately and the packaging was wet. Upon opening it, I saw the lid was off the body scrub and it had spilled inside the bag, leaving less than half of the original amount. The contents are sticky, and my receipt got wet, making the ink disappear. I don't understand why it arrived like this when the previous two were fine. I would like a refund or a replacement since I can't use what's left. I have pictures of the package and the spill inside if needed for proof.

I visited a local Ulta store in East Brunswick, NJ, to purchase shampoo and eyebrow products. I sought assistance from a salon employee to pick the right shampoo for my color-treated hair. Instead of being helpful, she made judgmental comments about whether I did my hair myself or went to a salon and insinuated that I couldn't afford expensive products based on my appearance. Despite being offended, I remained composed, as my weekend style doesn't reflect my financial status. I am a successful company supervisor who doesn't flaunt my achievements. The encounter left me in disbelief, and I have decided not to return to that Ulta location.

I visited the Ulta store located at [redacted] Roosevelt Blvd in Philadelphia, PA to buy an item from The Ordinary range and a brush head for my Clarisonic. I easily found the peel I needed, but unfortunately, I couldn't locate the brush. While searching, I observed the security guard following me all over the store, which made me feel disrespected, dehumanized, and embarrassed. Ultimately, a cashier informed me that Clarisonic went out of business. I appreciate her help and completed my purchase, but I am considering returning the item. I have an Ulta charge card that I am planning to cancel. I have decided not to shop at Ulta anymore and will advise others to do the same. In this day and age, it is crucial for businesses to treat all customers respectfully. One way to address this issue is by providing proper training to your security staff on customer interaction etiquette.

This is the first time I am reaching out to express my frustration. Over the years, I have been a loyal Ulta customer and have made several purchases. However, recently, I encountered an issue with an order I placed for my daughter. I selected Clinique items for her that were supposed to come with a Fresh Face Forward box, but upon receiving the package, I found out that several small items were missing from the box, including mascara, eyeliner, Happy perfume, lipstick, moistures surge, and makeup remover. The larger items were included in the order, but the lighter, smaller items were absent. I contacted Ulta customer service to address the problem, and after explaining the situation, I was initially told that nothing could be done as the weight of the package matched. Frustrated by this response, I reached out again, providing more details, only to receive the same unhelpful reply. I felt let down by their lack of assistance, especially considering my long-standing loyalty to the brand and the amount of money I have spent with them over the years. It is disappointing to be treated this way, especially right before Christmas when I rely on Ulta for many of my gift purchases for my family.

I wanted to share how much I love Ulta's makeup products. The quality and consistency of your cosmetics are unmatched. I am a huge fan of your company and rely on your products for great results. One of my favorites is your eyeshadow - I receive compliments on it frequently when I'm out. I appreciate the way Ulta combines botanicals with science to create such powerful products. I would be thrilled to try out your foundation, blush, concealer, or lipstick. If there is any possibility of receiving samples, I would be grateful. My address is [redacted] Easter Ferry Rd, Lester AL [redacted]. Thank you for considering my request. I eagerly await your response. Sincerely, T.F.

I reached out to Ulta through online chat on 12/10 after visiting a store regarding a return issue. I was informed that my concern would be escalated, and I was expecting to hear back from Ulta customer support within a few days, but I have not received any contact yet. I require assistance with a return problem concerning Hair Extensions by Locks & Mane, a $[redacted] item. Due to personal circumstances, including the recent loss of my mother, who I was caring for, it has been challenging to manage. I visited my local Ulta store on 12/10 within the 60-day return period, but I couldn't return the item there. After contacting Ulta via chat, I was assured that my issue would be addressed promptly. I kindly request help with returning the item and receiving a credit on my Ulta card. Thank you for your attention to this matter. Warm regards, K.

On 12/16/[redacted], I was returning an item and making a purchase at the store. I asked the service manager, FRAN, if she could look up my previous purchase, but she said I needed to bring in my receipt. The next day, when I returned with my receipt, the blankets I inquired about were no longer available. Despite FRAN denying ever mentioning them, the cashier, Bayan, corroborated my story. I believe FRAN's actions were unhelpful and unprofessional as a manager, as she failed to assist me properly. Although FRAN mentioned calling me if she found a blanket, I never received a call or an apology. As a longtime customer, I was disappointed by this experience, especially since other managers like Yaser have always been accommodating and attentive. This incident does not reflect well on the store's customer service standards.

I felt like a criminal at the Merrillville store around 11:00 am on 6/7/22. Despite not visiting for a while, I entered to explore new items. Initially, it was quiet, and I thought it was self-service. When I asked about a product, I was directed to a specific section. Despite declining assistance from multiple staff members, I was still followed around the store. By the time I left, numerous employees were circulating. Near the exit, what seemed to be the manager was stationed. I handed over my intended purchases and left. Other shoppers seemed free from this level of attention. The experience made me feel unwelcome and deterred me from returning.

On August 4th, I made a booking online for a blowout at the Ulta store in Langhorne, Pennsylvania for August 9th at 3pm. However, on the day of my appointment, I received a text at 12:05 informing me that my 3pm appointment was canceled. Upset and in need of the appointment before leaving for vacation, I called the store. Stylist Debbie explained that my appointment was canceled due to time constraints with her fully booked schedule. Despite my frustration at booking in advance, she refused to accommodate me. When I requested to speak to a manager, I was transferred to Ashley, who was unsympathetic. Ashley mentioned Debbie's injury as the reason for the cancellation and declined to reschedule other appointments to fit mine. This exchange left me extremely dissatisfied, and when I mentioned contacting corporate, Ashley dismissively replied before hanging up on me.

Subject: Issue with Recent Order I recently placed an order, Order no. K[redacted]09, on 8/15/22, but I needed to cancel it shortly after. When I called to cancel, the agent asked several verification questions before claiming that as it was a new order, it needed to be transferred to a different department. I was put on hold, only to be told later that it was too late as the product was already being packaged. This seemed suspicious to me. As a loyal customer, I am disappointed in this experience and am considering taking this matter up with my bank if it is not resolved promptly. I would like to request the cancellation of my order for the 6 Mac Lip Pencils in half-red. Thank you for your attention to this matter. Sincerely, Madelyn C.

I recently had a disappointing experience at the Ulta Beauty hair salon in Council Bluffs. After spending $[redacted], my hair did not turn out as I wanted, and instead of being fixed, it ended up purple, gray, and blue with a tint of green. Even though I paid an additional $[redacted] for a fix, the issue was not resolved. The new manager mentioned a 7-day complaint policy, but I had expressed my dissatisfaction immediately after the service. Despite this, I was only offered a partial refund of $[redacted] and barred from using their services again, which feels like a punishment. Getting an in-store credit for the $[redacted] I spent doesn't change the fact that my hair is still not right. I wish they would have handled this better and provided a more satisfactory resolution.

I made a purchase in good faith and paid for expedited shipping to Utah. I received a notification that it's coming to my home in California today. Instead of my daughter's address, they used my address for billing. I intended to send her a gift to open along with some money. I have contacted Ulta multiple times but was only told to have her do a store pick-up. They assured me they would resolve the issue, but I am still awaiting their response.

I have made the decision to stop doing business with your company. Ulta has become overly focused on promoting a specific set of beliefs, assuming that everyone should adhere to them. I personally do not agree with this agenda and do not appreciate being labeled negatively for having a differing view. It seems that Ulta is targeting a younger demographic and disregarding other customers. As a result, I have chosen to seek services elsewhere moving forward.

I have chosen to discontinue doing business with your company. Ulta has become overly focused on promoting certain beliefs and ideologies, assuming that everyone agrees with or must conform to them. I do not agree with this approach. I want to clarify that I do not support racism, homophobia, misogyny, or any other forms of discrimination that may be implied. Ulta seems to target a younger demographic and does not seem to value the broader population. Therefore, I will be seeking services elsewhere from now on.

Recently, I received a sale catalog from Ulta and noticed an ad featuring a 20% coupon next to a picture of large Clinique moisture surge products. Excited about the discount, I ended up purchasing $[redacted].00 worth of face products, including the Clinique Moisture Surge jar. However, at the checkout, I was informed that the coupon did not apply to the Clinique product. Despite the associate's kindness, I was disappointed and frustrated by the misleading advertisement. The visual placement of the product next to the coupon was deceiving, and I felt let down that the discount was not applicable. As a loyal customer, I am considering shopping elsewhere unless Ulta addresses this issue and demonstrates they value customer satisfaction. Your attention to this matter would greatly influence my decision to continue shopping at Ulta. Thank you for your time.

I made a purchase on May 19th with expedited shipping for delivery on May 22nd. However, the package was delayed at the Orlando FedEx facility and only went out for delivery on May 23rd. I needed it before leaving the country that morning and paid extra for the urgent shipping. Despite contacting Ulta multiple times, I have not received a response regarding a refund. I am seeking assistance in resolving this matter promptly.

I recently had a disappointing experience at Ulta in Moorestown (East Gate) NJ. The associate who assisted me seemed uninterested and unhelpful. I requested help with selecting foundation and blush shades from Bare Minerals, but she stated they didn't have testers available. When I pointed out the blush on the wall, she dismissed it. Frustrated by the lack of assistance, I decided to visit Sephora instead. This poor customer service experience reminded me of a previous negative encounter at the same Ulta location with their salon services, prompting me to choose not to return.

On 6/21, I made an order with Ulta, # K[redacted]37. I purchased a $50 gift card and should have received a free Nars sample. However, I only received the sample in my delivery. Despite speaking to 3 customer service representatives via text yesterday, I received no resolution. Today, another rep was unable to help and mentioned a supervisor would call within 24 hours. It has been frustrating as the staff had trouble understanding and resolving the issue. I simply want the $50 gift card I purchased. Is there a manager or supervisor available for me to speak to about this matter?