Here's the history of the case: I visited the Ulta store in Franklin, TN (Reg. 3, store 1150) and made a purchase. The cashier advised me to apply for the ULTA reward credit card, promising a 20% discount if approved. Following their advice, I applied for the credit card, which was approved and I received a 20% discount. I paid the remaining in cash. The cashier also informed me that the credit card would be delivered to my mailing address within 20 days. However, I never received the credit card and after 2 months, my wife received a call from Comenity bank asking for an immediate payment of $150. We were confused because my wife didn't have any account with Comenity bank and we had no idea what the payment was for. My wife informed Comenity bank that there might be an error since she didn't have an account with them. Nevertheless, Comenity bank called again after 10 days, threatening late payment fees if the outstanding amount wasn't paid. This prompted me to call Comenity bank, and during the conversation, I learned that when I applied for the credit card, Ulta used my wife's name on the credit card and my personal details. I informed the bank that the card was printed under my wife's name and that my personal details were used, and I also explained that I never received the credit card due to the wrong mailing address in their records. The bank asked for additional documents to update the correct information on my credit card. Two days ago, I received the correct credit card along with a statement asking me to pay $229.12. I called Comenity bank again, and they advised me to dispute the case and reverse the credit score, but they required the payment receipt. So, I visited the same store to ask for a printout of the payment receipt. Although the store could see the transaction, they couldn't provide a printout and suggested I call Ulta customer care as they have access to printouts. When I called Ulta customer care, they claimed they didn't have access to printing, leading to three hours of back-and-forth. Finally, the Ulta customer team arranged a three-way call with a Comenity bank agent, and I had to explain the situation again (maybe for the 20th time). During the call, we realized that it was an Ulta cashier mistake; she should have charged the full amount to the Comenity credit card and not collected cash from me. Be aware that Ulta has a lack of knowledgeable staff, and no one takes accountability for potential credit score and financial impacts.

Worst experience ever! Prejudice salon workers, unprofessional, rude and ignorant. I will NEVER spend a penny here. I called to make an appt for a cut and asked if they had someone who could cut African American natural hair. The incompetent DISTRICT EDUCATOR (DJ) said yes, we have Summer. He said all their cuts come with wash and style and cost $45. I arrived at the Monroe, LA salon for my 1pm appointment and was promptly told that "we can't do your hair". Buffy, the most unprofessional, rude, and prejudice person I've met said they couldn't do it in the amount of time that THEY booked for me and they couldn't do it for the price I'd been quoted. She continued by saying it would take 2 to 2 1/2 hours just to straighten it for a cut and it would cost "alot more" than I was quoted. (Really? 2.5 hours just to straighten my hair?) Be mindful that she said this from across the room while standing over her client who was in her chair! (AND they do this $45 cut service for their Caucasian customers!) I was not offered a different time slot, never asked if I wanted to reschedule and never told how much "my hair" would cost for a cut. I felt humiliated even after attempting to discuss this with asst manager Amy who never apologized and who defended the District Educator who made my appt. I reported this to customer service and requested a callback from corporate about what seems to be discriminatory practices. Their solution was asking the African American asst store manager to call me and "REFUND HER MONEY". She informed them that I was not due a refund because they refused to do my hair. This dragged on for over a week and I waited another 2 weeks to connect with the store manager who was clearly too busy to address it in a timely manner. ​ULTA DOES NOT VALUE OR APPRECIATE AFRICAN AMERICAN CUSTOMERS SO DO YOURSELF A FAVOR AND DON'T SPEND YOUR MONEY THERE!

I wish i could leave a 0 star, this company is so disorganized and unprofessional. They are big conniving thieves and Will do anything to keep your money. First of all my first order with them took forever, it took 3 weeks just for me to find out they sent it to the wrong address even though my correct address was on my order. I ended up loosing everything and mind you i paid over $150. I called to report the issue and their only solution was to send it to the same incorrect address Which took another 2 weeks and they refused to give me a rufund So i didn't have any choice but to pick it up from the "wrong" address which was 1hr35mins away from me and my order wasn't even correct. It had a whole bunch of missing items. I called them back again and they said they were Sold out of the missing products so they emailed me some store credit for the Missing items.
Now look i had the so called "store credit" and i had to use it because i wasn't about to let them keep my money after all the nonsense they put me through. I used my store credit to buy some more stuff and they even offered me a free gift if i spent more than $100. I was so excited For the "free gift" which was a really nice tote so i spent a little more money so i could get the free gift. I placed my order and 2 weeks went by, Nothing! No tracking number, no package. 1 month goes by, still nothing but i was very patient because i do understand how everything is moving slow due to the virus. Another 2 weeks goes by and i got a tracking number and soon as i tracked it, i got a "shipment cancelled" because they never shipped my order. Now I'm pissed. I called the so called unprofessional customer service and was on hold for 2 hours just for them to tell me they don't know what happened with my order. Now how the hell does that even make any sense. I asked the rep what they were willing to do about it and she offered to reship it but they were sold out of most of the items and now I'm stuck with more "store credit" And no free gift cs they claimed they don't have access to the free gifts. Somebody please help me make this make sense because i never had to deal with a company this trash before. This company needs to be shut down ASAP. There's no point of paying extra fees and shipping if this is the result you get. Please don't support a company like this. They treat people like toys.

I started there December of 2017 as a seasonal hire. Worked my fanny off around Christmas to get hired on as a part time beauty advisor. After getting hired on, I moved up to Lead Cashier within a few months. I excelled at this position and decided to move to prestige beauty advisor to further my career path into prestige manager. I was a pba for about 6-9 months and succeeded in becoming the merchandise service coordinator which is considered the shipment receiving manager. I did this job for roughly 8 months or so, until I finally pursued my career as a prestige sales manager. I've worked this hard to get here, putting this job first over my 6 year old daughter for almost 3 years. Having an open schedule the whole time knowing that eventually I would have to figure out a schedule that would be a perfect "work/life" balance. This meant I no longer could ask my sick elderly grandparents to watch her anymore. I always knew this would never be a problem to work with my schedule because of all the past previous leaders who have been always able to make the business work with all the managers schedules being different.
Our district hired a new district manager and he hired a new Gm for us (since we were lacking one due to our previous GM becoming a stay at home mom for her newborn)
This new gm whose never worked for ulta or even retail, gave me the ok every time I told her in May my child would be getting out of school and I would be moving closer to work (at that point I was living with my grandparents an hour away just for this job). My new Gm gave me this ok for 9 months, me reminding her every two months that my schedule was going to alter just as a reminder. Nothing was ever said. After all, the managers in the past have always worked with everyone, that was the whole "work/life balance" thing they explain is a thing here at ulta.

Cut to the week before my child gets out of school, I'm talking with my GM, she's encouraging me and giving me advice on which places to go vs other places for care. So the day comes, they open the portal for where I'm enrolling my kid, there's an option for me to select days I can put her in camp. We're talking about a $70 difference weekly in which days I put her in, so I ask her to sit down with me and plan out the summer for my child to be put into camp while I work. My GM then says "oh this was suppose to be a conversation we were suppose to have, I can't tell you anything or help you. You have to have open availability and I can't attempt nor plan anything with you".
I said "how am I suppose to work if I don't know what to do with my child and all this COVID stuff going on?" She said "I know it's tough, trust me I understand" but in fact she DOES NOT understand. In fact, my new GM is never there after 5 or 6 and doesn't work weekends because she picked up a bar tending job at her local clubhouse so it'll take care of the porches she remodels for people as her third job.

Her telling me she can't even attempt to sit down with me made me very upset to the point where I almost walked out. I reached out to my DM and he told me we would be able to work with it for now but when my child starts back school in the fall we would have to re-evaluate. So now I'm scared for my future and being able to support and feed my child all because my GM wants to have 3 jobs and make us be on call 24/7. She is a terrible boss and works less hours than me and I work 38 weekly. She comes in after me and leaves before me everyday.

I tried reaching out to HR to voice my concerns and see if there's any type of stability ANY where in the schedule. I'm not even asking for the weekend off. I'm just asking for ONE set day or a set ALTERNATING day off that I know I can schedule appts for and know I will have my child that day. Unfortunately HR told me that if I was unable to work due to COVID and not being able to find adequate childcare that I could go find another job. That was their answer. I'm absolutely appalled that I've wasted almost 3 years of my life for this company putting it first over my child, not seeing her 4 out of 7 days of the week every week for almost 3 years. This is how I get treated? For doing everything right, leading the way for others, watching so many of my employees leave due to our new manager, and this is how they repay their hardworking employees? It's absolutely ridiculous. I hate working for ulta. What use to be a fun loving environment has turned into your typical corporation who doesn't give two crps about you and can easily replace you at any given moment. I've seen it happen so much since my GM started. She does not care. She's threatened and cornered my employees to not contact HR on her, which I've also told HR about and they said I had no proof. No matter how much all of our employees complain about her to the DM, he does nothing. He doesn't even reach out after employees have been complaining for months. He doesn't even come in the store ever. He's so bad that he hired a comanager who is rude to all of the employees including me. She forced me off a work computer when I was trying to do my insurance enrollment off the clock, told me she'd take a picture of the screen and send it to me. When she sent it to me, she had her inappropriate nkd pictures of her at the bottom of the picture. My DM still kept her around regardless of how uncomfortable it is to work alongside her everyday.
Our old DM use to come in anytime there would be a complaint with Hr or with another employee. The lack of support for our staff and store is enough to make me quit, along with everyone who I started with in the beginning almost three years ago.
Not only is this place toxic, I have yet to have any training in my new position as a prestige sales manager, and I've been in role for 7 months. No one cares at all but holds me accountable for things I have no knowledge on when it comes to the specifics of my job title and what expectations there are.
Ulta you will continue to lose employees. Mary Dillon doesn't give two f's about anyone but herself. I'm over this bad company claiming they abide by their code of conduct. This company is disgusting. I'm over all of it. Never again will I or my family or friends shop for this company. Once again I am asking everyone who has a family or kids or in school to stay FAR away. If you just need a part time summer job where you don't care how you're treated, then this is the company for you.

Mjy be free gift chahye. Ksy mily ga free gift. Mjy beauty products chahye. Koi h jo mjy detail btya ga. Free gift k brye m.

My reward points have been stolen three times & they are treating me like a liar & refusing any communication. The first time it was all of them - about 2800. I called & they were given back. She mentioned the transaction happened in Dallas but wouldn't say the store. The agent suggested I change my name to require ID. I did that putting MUST HAVE ID after both my first & last name. I check a couple days later out of paranoia & about 1700 had been used. I called again & they were given back. She would not tell me what city or store they were being used. After a LOT of back & forth of her saying she couldn't change anything on the account in terms of "prevention" she said she could create a new account. Looking back after reading other posts I should have done that but she was not explaining it very well talking about the concern over loss of transactions. Finally, after me asking her to do it a hundred times, she said I could change the account phone number online. So I did that as well as change my name to be book-ended by MUST HAVE ID. Checked twice over the course of a week & thought everything was in the clear... until the third time. All gone. About $170.00 worth. I call again & am told that the notes say to escalate to "upper upper management" & I should hear back in 24-48 hours. Nothing. Call again & am told the previous agent didn't submit the request correctly so it's being redone & I should hear back in 24-48 hours. Nothing. Call again & same thing. Finally get an email on Sunday, November 3rd:

"Dear Sandahl, You recently reached out to us in regards to a concern at with your Ulta Rewards Loyalty account. I am contacting you from Ulta Beauty Headquarters. We recently had an opportunity to review this with our team, as well as our closed captioned video footage. According to the information provided, we are unable to replace the points. At Ulta Beauty we are committed to providing you with an outstanding experience. We re-reviewed this matter with our key stakeholders and are able to confirm, that at this time Ulta Beauty considers this matter closed. Thank you, Ulta Beauty Corporate office"

It said at the top of this email that if the issue wasn't solved to my satisfaction I could reopen the case by replying to their email. Of course I did. On Monday, November 4th, I sent:

" Thank you for getting back to me. No, of course this is not solved to my satisfaction. You have failed to tell me why you can't restore them. After all the information that the agents I have spoken to have hopefully documented, why am I the punished party? I changed my name twice, putting MUST HAVE ID both before & after, I changed my phone number, & I changed my online password even though I know none of this was taking place online. Why would an employee not ask for ID if the name specifically asks for it? Why would they not verify the name if the "customer" could not provide the correct phone number? I know the member ID prints out on the receipt. If this is what they used this last time to wipe everything out, why would the employee not think this suspicious & try to verify other information? Was it always the same employee? I don't think you would have that many employees stupid or improperly trained enough to not pay attention to these red flags or to this account information. I'm sure the stakeholders are eager to close this matter because they're losing money. Someone is certainly stealing & I am convinced the same employee has to be at least a part of it. By you not restoring the points that my money has earned, you are calling me the thief. According to the first agent I spoke to, this was taking place in Dallas. I live in Fort Worth & have never set foot in a Dallas Ulta. I am white, 5'8", have very long brown hair, & am 150 lbs. Did the person on that footage look like that? I would be more than happy to scan & send a copy of my drivers license if that might help resolve this. The second agent I spoke to said she could open a new account & move the points over to that one but I, like a naive idiot, opted to change my phone number thinking that would solve it. Why is the new account not an option now? I have been a loyal customer of Ulta for several years & would like to continue to be. I love, love, love the Jumbo Love sales event & always stock up, I love your foaming hand soaps, & there is one shade of eye shadow you guys make that I searched for for years & always buy several when I run out. I am just one person whose business I am sure would not be missed but I would hope it might matter some. I look forward to your response."

I wait 48 hours & call to check. The agent puts me on with a supervisor who says it shows they are reviewing it & I should have a response before the end of the day. About an hour later I get an email to my old email address, I switched about four months ago, that contains ABSOLUTELY NOTHING! There is nothing in this email other than "Rewards Issue" & a ticket number at the bottom. I call again & after a very long hold the agent says they are still planning on contacting me before the end of the day & that I will need that ticket number. I ask why it went to my old email while the first one went to my current email & she said the old one is what they have on their end & the new one is only for my online account... right... okay. I never got another response so I called again & again am put on with a supervisor who was very hateful, very rude, & very accusatory. She kept saying the video proves I was the one using the points & there is nothing further they can do. I kept asking HOW is this person "proving" they're me? All she would say is the video proves it was me & they can do nothing further but she will notate that I am not happy & would like a response. She said I could try going to store but I don't know what store that is & she wouldn't tell me. No one will tell me.

Of course I haven't heard anything else. I think one of the things that makes me the angriest is that they are calling me a liar. They have to know this has been a problem with their points system for quite a while so they look at my case & decide it's easier to call me a liar & ignore me than try to fix any underlying problem. That blank email was their way of saying "We're done with this & have literally nothing else to say on the matter." The other stories I've read of people with 4000 & 5000 points being handed back repeatedly no questions asked just have me so bewildered as to why I am being treated this way. I have posted this complaint on Reddit & Twitter & it didn't take long for them to contact me. Two days ago DM'd them a picture of me holding the original rewards card & a picture of me holding my driver's license, yes I covered the number. I have not heard anything back. I don't think it's asking too much to be told how someone is "proving" they're me.

I've ordered from Ulta a couple of times and have had the worst experience
1st My package comes smashed like it's been thrown around so much I've never had that experience with any other package that comes
2nd the don't package it at allllllll like no packaging all my items are just thrown inside to fend for themselves
3rd because of the worst packaging in history in every single package I always have broken or damaged or unusable items
4th one time I even had a package sent to the wrong state even though it clearly had the correct address on it
5th customer service never helps!
I've had to call 3 times with the first damaged package so they could do something about it and all they did was give me a gift card with the amount minus the taxi might add which I paid and then had to pay again to use the gift card so money down the drain
Then with another package that was damaged AGAIN due to horrible packaging customer service told me to go to an Ulta store with the damaged items so they can exchange the items, they didn't even attempt to send me a replacement or a gift card or a refund!
How am I supposed to take the body scrub which was basically all poured out into the damaged outer box and all over my other items
The damaged body butters that because of their error had the caps off when I opened it and had been scraped by the other items that were swimming in the box because they weren't secure
And also my compact which was shattered everywhere because they didn't package nicely again!
I mean WTF!
I order online because I can't go to a store because I have no car and a 1 year old daughter and it's freaking freezing to go shopping with her on a bus, and now their telling me to go return the damaged empty items to the store when I ordered online because I can't go to a store
How do they keep getting away with this!
I honestly hate Ulta and their customer service and packaging department need to have a recheck and disciplined in how to do their job!