Ulta

If I could give this company 0 stars I would! I have been a loyal customer for years and I'm shocked how Ulta handled my situation. I placed a very large order roughly around $130 online. When I submitted payment I instantly realized that it was being shipped to my old address in California where I no longer live. I called customer service within 1 minute, sat on hold for 28 minutes to make sure I correct the shipping address to match my current billing address. The guy on the phone assured me that it will be corrected because I called within a 2 hour window. Later that night I received an email stating that they have already processed my order and it will be shipped to California vs Texas where I now live. I called them instantly explaining my situation that I don't live in California anymore and all they said to me was that I need to update my address book online. Seriously?! Backstory- 2 weeks earlier I placed over $250 in purchases online for my favorite things party gifts and that was shipped to my correct address. I then had to email them because clearly the guy on the phone that was helping me was reading off a script like a robot and couldn't understand what I was saying to him.
After I emailed Ulta I received no email back. I had to email them 3 more times explaining that my package is going to the wrong house and that my products are going to be stolen. They didn't care. All they replied was that I should have updated my address book.
So because they refused to help me I tracked down the buyer of my home in California and asked her if she got my box from Ulta. Of course she said she didn't receive it. When I explained that the tracking on it said that it was received she then replied with let me look around my house. I told her if it wasn't found to let me know because I have to file a police report that it was stolen and what do you know she found my open box at her house. Not shocked at all! Thief!
She told me that she sent it back to Ulta by post office two weeks ago. I'm still waiting for my refund or anything to be done with my case. Clearly I'm out money but Ulta lost one hell of a loyal customer! I'll be purchasing everything I need from Nordstrom from this point on.

The review for Troy Ulta Beauty Store & Salon | Ulta Troy, MI (560 John R Rd, Troy, MI 48083); And Ulta block consumers reviewing them on google on their review website.
The staff, especially the black Daisy, treat immigrants horrible. Horrible place!
I returned a Clinique product because I found out that the sun-protective chemicals harms pregnancy (I didn't open the box). First, Daisy said we needed to talk to their manager, a white female (I first time needed to see a manager for returning products for 9 years in US). And they tried to force me to exchange to other products. I rejected and told myself never going there anymore.
They also tried to scam and did not really return my money to my credit card first time. 2 weeks later, I went back the store with my receipt. The black Daisy served me too. She pretended she didn't recognize me and said that it must exchange, not return (a "exchange" word at very bottom line of the receive, but the return wrote right on the middle---people must care about when you return there). Do you believe that she didn't recognize me with so much problem during the return, do not mention pregnancy reason return and II am an Asian rarely in the store?! She rejected to re-return my money until I got angry, so she knew I did not fear her because I am immigrant. If I did not keep the receipt, they would scam me successfully!
I went there first time because my Chinese friends wanted me to buy some beauty care products of famous brands (too many fake products in China). I took pictures of their products and prices and sent of my friends. They said they were too expensive comparing other places they knew. I asked if I could have their ads without buying anything. They said no (tried to seduce me to buy their products), but I did it from Ulta website without buy anything.
They treat immigrants horribly. Don't go there if you are immigrant. They will scam you because they know that you do not know American culture and laws well.

I am very upset. There is a stylist by the name Shameka that was highly recommended for hair extensions. This is my first time visiting Ulta and I was excited about getting my hair done by her. When I walked in I was greeted by a young lady named Melissa and she was very pleasant, she greeted me and asked if I would like to book a service, I told her yes and who I was there to see, while talking to her a male stylist who later I was told was the Salon Manager came over and asked can he help me during my conversation with Melissa, so I told him I was looking to get hair extensions and he said in a very rude manner,'We don't offer those services here!" and walked away. Melissa apologized and said I will look to see when Shameka is coming in and I will book a consultation for you with her and she will be in Monday please give her a call. I was very offended by the response from the manager and would like answers! I called my friend who recommended Shameka and she had a similar experience and isn't happy about it. She said she was told the same thing. I have seen extensions done before at this location plenty of times and I would like answers especially because I have seen women with different texture hair get there extension there at that location of a different race, I want answers I feel like its discrimination and racist. Is it ok for one race to get there form of extensions but not another, I will never walk into Ulta again and its sad because Shameka is a wonderful stylist I have seen her work and wanted to be service but I didn't know The Salon at Ulta only choose to service a certain race, ethnicity, or hair type in the Bronx.

This was a HORRIBLE experience. Ulta removed all of my rewards and said simply, "Oh Ulta expired". I never got an email about it, regardless that they kept insisting that I did. This is a shame that people are getting their rewards taken away in a pandemic that had stores closed and some people are not comfortable shopping online. What a way to make a customer who has probably spent over $5,000 in the past few years feel valued. This is a DISGRACEFUL thing to do to people in general BUT especially now. I was looking forward to using my rewards this week for Christmas gifts as my wallet has shrunk with the pandemic. This is really wrong and I will think twice before I shop at a company that has such little regard for people and the tough times that they are going through now. Shameful and I am disgusted by this!

All of my orders from Ulta arrive on time, and almost always in perfect condition. On the rare occasion that I get an item that's damaged due to handling doing shipping, Ulta are quick to refund it, or let me take it back in exchange it for a perfect item. Their customer service is super helpful, and they don't ignore their customers. I've been a customer for years and unless something changes will continue to be.

My in-store experience is a little different, in store usually has a lot of very arrogant workers who think they know more about makeup than anyone who could possibly walk in their store. I usually tell the workers at Ulta to leave me alone, simply because they're so rude and always make my trip take more time than I need it to, since I'm very well versed in beauty products. But since this is review for the website, not in store, five stars!

I have had issues with Ulta in the past, customer service is terrible, from not reading questions/concerns and just replying with canned responses to NEVER solving issues (after several YEARS of me trying to resolve an issue) I recently (and foolishly) made a purchase of Kenra hair products, when I finally got the products there were 2 hairspray, a texture spray and a free with purchase blow-dry spray, Ulta were in a large box just basically thrown in with no protection, I say no protection as the air pillow that were in there had NO AIR was just empty baggies, the products were dented and dinged and caps were off. I feel they should have wrapped some bubble wrap around each and put actual air pillows in instead of empty plastic bags! Very shoddy packing. You can tell they definitely do not care about customer satisfaction and customer service.

I wanted to simply cancel my order, because honestly when you don't give options for shipping and after I submit my order tell me that it will take 4-10 days AFTER my order process anywhere from 1-3 days I just couldn't wait. I didn't realize and it was my mistake so I made the phone call to customer service to cancel. The photos you see is how long I waited for someone to finally answer, I tried to get a photo of the time we hung up which was at 1 hr and 7mins. In that 5 minutes I got of their precious time I was told that if I wanted to cancel Ulta would submit a request(mind you they haven't even emailed me to tell me my order is shipped yet), and they would "choose" to cancel my order or not? If I say cancel, CANCEL. I asked her if they choose not to cancel I have to send it back and pay for shipping? She says yes. I asked if I could take it all back to the store for a full refund, she said yes(I'm really hoping is true but not sure). So, I politely get off the phone with her, with just her word that a request was put in (no confirmation #, but she said I would receive and email. Never did) BUT I did get an email saying my order is shipped now(a day after I tried to cancel) So I have to wait until around the 25th to receive and take back the $#*! I told you I didn't want!

I'm officially done with Ulta, your customer service sucks! I waited patiently with customer service, I should have received a cancelation on the spot. Because I was misinformed when it came to ordering (not giving any shipping information until AFTER you submit the order) or else I would have moved on from the start! I put a cancelation request in with you roughly 20 hours before you sent me an email saying you shipped my order. Which I feel that was plenty of time to stop it. If it were an hour or so before I would be more understanding, but I emailed you right away never received a response, called the next morning to put a request in, than a day later you respond "yay we shipped your order"!

I'm really not impressed by my first online shopping experience/customer service, clearly. And that alone makes me not want to support your stores any further.

I used to shop a lot online at ulta.com and have now switched entirely to other beauty site, such as sephora. I learned the hard way that Ulta rewards point expire - yes, some will say it was my fault for not reading the fine print, however it definitely was not very visible and as a "platinum" ultamate rewards member it's pretty surprising that i didn't receive a single communication, even just an email or an alert when I logged in, that my rewards would expire soon. At the time, I was saving my ultra points up for the right purchase to really reward myself with something I wouldn't usually buy. I had saved over $125 worth of rewards point that just disappeared/expired with no forewarning! Logged back into my account and just saw my rewards balance was 0, then had to hunt around for the fine print to see that Ulta would expire.

This was over a year ago so maybe Ulta has since made this policy more visible, but after that I just didn't bother to go back to Ulta.com anymore - not a good customer experience at all. I used to like the Ulta samples and rewards program better because you could actually get $ off purchases, but it's not worth it when your points will just expire without any clear communication. My sephora points have never expired so I just decided to take my business elsewhere.

I received an empty box in the mail, well except for sample called to see if there was another box informed no it was in that box. Then told well we are out of the free gift didn't offer substitution or explanation how Ulta didn't pack a box for shipment. Then received nasty email that it would not be refunded. Hold time to speak with Penny the supervisor was 45 minutes so apparently a lot of complaints and Amanda C. Guest services sent the nasty email. Do not bother shopping here pay the extra dollar or two for good service. They are very combative and accusatory to the customers. They even said they couldn't guarantee Christmas delivery if they resent what they had left even though I was on their very site and you had to midnight to order to guarantee delivery I guess that didn't apply to their own screw ups.

I have received this template response no less than15 times regarding an order I returned WITH TRACKING and Ulta have been refusing to issue a refund for over a month. They send this:

You recently reached out about your missing order.

We're so sorry to hear that your order has not been received. We are more than happy to assist you with your refund. Please reply with your order number. We'd like to get a jump on this!

If you have any other questions, you can respond directly to this email.

Thanks so much,

Guest Services Nelson P.
Ulta Beauty Guest Services

Which is unrelated to the actual problem and then they ask me repeatedly for the order number. Disgustingly dishonest business practices.

They are forcing me to file a dispute with my bank as well as file claims with the USPS since Ulta state in writing that they haven't received the returns, when the tracking numbers show they did.

Ulta is a total waste! What horrible customer service for online orders. I placed an order... the address was wrong. I called tried to, get them to change the address... since I paid for the order with PayPal... Ulta tried to tell that I would need to call PayPal to resolve the issue. I did that, PayPal said Ulta could cancel the order since it was still pending... and actuall called with me to try and solve the issue. PayPal and I talked to an Ulta rep on the phone. They put us on hold multiple times... then said PayPal would need to hang up! Then they said they would need to get a supervisor... we said ok, get one. Then the same person came back three times saying the same thing... still would not get a supervisor to speak to us. We waited... then they disconnected us! Just to get my shipping address changed or cancel the order. Unbelievable. I am stopping payment on the charge and will never order from them again.

I had ordered something online from Ulta during a sale and it never arrived. I was first told I would get a refund to buy the products at full price then call back and get refunded the difference so Ulta would still honor the sale price. After being put on hold I was then told that the sale price I paid can only be honored for one item (I purchased 2 Paul Mitchell hair serums for $10 each instead of $28) so they would give me $28 instead of $20. This was still not honoring the sale price as I would be given $38 since I already paid $20. She insisted this was honoring the sales price and wouldn't offer any other solutions. I was then sent a $22 egift card-not even the amount promised! When I called back I got someone equally as uninterested and insincere telling me that was "above and beyond" what they are supposed to do. They will not even refund the amount to my credit card as I am no longer interested in giving them my business, so now I am forced to purchase one of the two items I had ordered with a whopping $8 discount instead of $18. The worst part is they made it seem like it was my fault my order never arrived and they were doing me a favor for refunding my money and not honoring the price I paid or just sending me a replacement. I will be shopping exclusively at Sephora from now on

I ordered close to $300 worth of products on Black Friday, and the order was placed. I checked my email and received a confirmation email and all. When I checked the app on the following Sunday to check the status, my order was cancelled. I called Ulta that same day and was told a supervisor would call me and I would receive a gift card. Four days later I still have not received a call.
I decided to call Ulta and upon the agent answering the phone, Ulta kept cutting me off and provided a horrible experience. They would not transfer me to a supervisor or would not even attempt to transfer me when asked.
Overall the experience with Ulta has been terrible, I have been a loyal customer and I spend a lot of money when there. I will never shop with Ulta again, and I would recommend that anyone else save their breath when calling the customer service line. Anyone is better off going to Sephora!

I was at Ulta today. I was waiting at the checkout counter and no one was there. After a while I started timing it. I heard someone tell the cashier multiple times that someone was waiting, but no one showed up. Five plus minutes later the girl begins slowly coming over. She is stopping and fixing things on the shelf, not caring that I am there. Even after looking at me and someone telling her again I was waiting. She then grabs another woman's product and takes it around the register to ring her up. She looks at me and says I will be with you in a moment. I say back (nicely) that I have been waiting. The woman's whose product she took says she does not mind waiting til after me. The cashier tells her absolutely not, looks at me and says I can wait. I set my products down on the counter and just walk out. She does not apologize, I just heard her give some comment to me in a very snippy voice. This is not the first time I have waited at the line with no one to check me out. Another employee will always be telling someone I am there and I am always ignored. It is always the same girl who then eventually comes up. This never happens when there is another cashier there. And this specific one never apologizes for my wait. I usually don't care because I understand people are busy. But taking the other woman in front of me, when she suggested that she didn't mind waiting was the last straw for me. I will not go back there.

I'm a platinum member for 3 years now and I've never dealt with such terrible customer service. It's so useless to call them for help. Waste of time. I ordered a product on their 21 daya of beauty sale. A week later no carrier movement so I emailed just to check. Ulta reply saying a refund had been issued and nothing about a replacement. I sent another email about a replacement. They replied saying that because they had issued a refund they couldn't send me a replacement. Uuummm but I never asked for a refund in the first place; just on status! So I finally called them n they just repeated the same dumb thing. What's worse is the rep told me "but you can go ahead and order it again today". I know that! But "Are you going to give me a coupon code so I can get the same sale price?" "No sorry we can't do that". Aaghh! What is even the point! So stupid. Completely deters a buyer from ordering anything on their app or online.

Ordered the Dyson Airwrap complete styler, 3 times, each time the order was canceled by them... each time Ulta said it was my card company or maybe my address didn't match... I spoke with my card companies ( as I tried with 2 different cards). Each time the order was pending on my card, Ulta cancelled the entire order on their end... Seems to me that Ulta really did not want to honor the 20% off coupon. 2 of the 4 Customer service people were polite and tried their best to help re-order with a new coupon code. The others gave me various reasons i. E. using safari may not work, etc. and sorry it's on your banks end were the problem is... I asked if customer service could place my order over the phone and they cannot... GUESS WHAT? After almost 4 hours on the phone with Ulta cs, my credit card companies and online trying to re-order, I WON'T BE SHOPPING AT ULTA ANYMORE!
****Note that the Dyson item I wanted was not in-store in my state, but other locations had it.

ULTA makes is VERY difficult to find the space to request the free gift Ulta advertise to get you to spend money. I shop online a lot and could not locate their entry request zone/button (whatever) to get the free item. Figured they would in good faith send knowing amount spend triggered the free gift. It was not included in the shipment. Use to chat session was VERY slow to try and get to a human. Human says they are unable to help. Called Customer Service. They too said they were unable to help. That's total BS. They are CHOOSING not to make good as advertised to a loyal customer. They have the ability to do so. Takes 2-3 days for a Manager to call you back if you ask to escalate. EXTREMELY disappointed with my service experience. Seems deceptive and they know what the right thing is to do very easily to assist a loyal customer. Seems like a small price for them to pay in comparison to the negative review and BAD FAITH they have shown me. Thinking of going elsewhere for my needs going forward...

I went in knowing what I was looking for so I grabbed what I wanted and went to the register to check out. The woman helping me did not say good morning or ask how I was doing, she looked miserable. I didn't say a word I just handed all my stuff over she asked if I had a rewards card so I handed my phone over with the card up on the screen I told her I had a coupon and i wanted to use my points because I had a fairly large order. She rang everything up and the total was off I told her the one item was on sale, she asked where I saw the sign so we walked over then she rudely said that I grabbed the wrong palette, I apologized and asked where the correct one was and she looked even more annoyed; she looked around and couldn't find it (because Ulta didn't put them out) one of the other girls went into the back to grab one and brought it up. We went back to finish the transaction and she didn't use the coupon or then rewards points. She was very rude and unprofessional. I've never had a bad experience at Ulta and this completely put me off. You shouldn't get mad at a customer because your staff didn't stock the displays properly. I've worked in many customer service positions for many years and if any of my managers or higher ups would have seen me treat a customer that way I wouldn't have a job. You are a high end cosmetic retailer please have your staff act accordingly. I don't enjoy spending hundreds of my hard earned money to be treated so horribly. If I wanted to be treated badly I would've gone to Sephora

I received an email for a free sampler set after placing an order for $60 or more. I did everything as I should have, the sampler was still in stock when I placed my order, but after my payment was taken the sampler disappeared from my order. I emailed their customer care and was surprised to receive an email stating every reason why Ulta believe it was taken off. Not once made an attempt to fix it, not once was there any sort of apology for their system error, not once was there even any acknowledgement that she even knew what I had emailed about in the first place. I replied explaining what happened, yet again, only to receive another email saying that I didn't qualify for the offers (sent me completely different offers that weren't even available at the time of purchase) and said that's why I didn't get it. After multiple times trying to explain over and over, I gave up. Worst customer experience ever. I will be returning my purchase and taking my business elsewhere.

The customer service on shipping address change was awful. I input the correct address but when I clicked on 'submit' online, the system automatically switched it back to a previous address. Ulta customer support said Ulta could not change the address. They asked me to refuse the package when it was delivered. But when the postman delivered the package, he did not knock the door so I was not aware of the delivery. I just called 'Ontrac', the shipping service partnered with Ulta. Again, they said nothing they can do and ask me to contact Ulta... It's a circle, back and forth and nobody helped me. What Ontrac customer told me was incorrect. They told me they can change the address for me once it arrives in their PHX facility location, and I can call them to change it. But the package only stayed there for 3 mins and out for delivery. How could I manage to change the address within such a short transition time? TOTALLY FRUSTRATION for both companies: ULTA BEAUTY and ONTRAC shipping.