Ulta

ULTA makes is VERY difficult to find the space to request the free gift they 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...

Every time I make the mistake of shopping at ulta something goes wrong. This last time I received some tree hut scrubs and they all looked like they had been opened and dug around in. It was a mess. The second order I wanted a highlighter that was limited addition that it took two days for them to say was out of stock. Now had I known this I would have bought elsewhere. When I talk to their customer service people they are unhelpful and condescending. They even had the nerve to tell me that they would go ahead as a favor and give me free shipping on my order when my order was already free shipping. They also have been holding money hostage and refuse to give back for out of stock item. I tried to cancel items and return items with them and they are the hardest company dto work with. They make it super difficult and it takes forever. Also hot tip don't use afterpay there. The out of stock item refund I have been waiting forever for still isn't there and I can't dispute it because they said the merchant has to do it. If it were paypal or a credit card I could dispute it. After pay makes you go through the company. You know I've heard sephora has a rep for bad customer service but honestly they are five billion times better than ulta. Like I never ask for anything extra from ulta just for them to send what I ask or issue a l refund or a return refund and it's like pulling teeth. I won't shop with them again.

My wife ordered over $200 worth of items from Ulta online and they never delivered to our home. When she wrote to them about not receiving her package when it said delivered, Ulta customer service basically told her she was lying and that she will need to wait for the package to arrive. When my wife wrote to them again, they told her that they hope she finds the package. Once again my wife wrote to them and they stated that they would refund her the amount. 3-5 days later my wife reached out again and Ultas customer service said that after doing more research they see the item was delivered so they won't be refunding. My wife explains again that we never received the package so Ulta customer service sends a picture of the package dropped off. After receiving the photo of the package (which proves we never received the package as it was not our house in the photo), my wife tells the Ulta customer service team that it was not delivered to our home. They have so far stopped replying to our messages now as they finally realized they never delivered to us. This is ridiculous and unacceptable as this is not a small purchase. We have been going back and forth with this company for way too long. Our next steps will be legal action if this is not resolved shortly. Do NOT buy from this unprofessional company unless you want to deal with the headaches that they provide.

From the moment I stepped through the door I felt like hawks had been let loose on me and continued the entire time I was in the store (which trust me was short). I honestly felt like a criminal. I am 56, a person who holds a PsyD and makes PLENTY of money. They paraded behind and around me asking me silly questions when all I was looking for was a bottle of Chanel Chance perfume which they do not carry. Good customer service is one thing but I know how I dress AND how I carry myself but standing behind and beside and following is just too much. I can make my own beauty purchases without a 23 year robot following me around. Disgusting, horrifying and I have had this conversation with each and every one of my friends. They ALL agreed with me that the sales tactics are ridiculous and overbearing. If the clerks are making commission then they need to change their game because they are NOT winning, they are SCARY! Never, ever going back into Ulta again! My $$$$$ going to Sephora. At least I can shake those girls off!

I just spent 45 min trying to cancel / adjust an order because I forgot to add some items my wife wanted. Let's just say, it was painful. I only waited that long because I didn't want my wife to be disappointed but had no idea this company was so difficult to deal with.
I placed the order at 3 am and sent them a message shortly after asking them to cancel it, since my wife made me realize I had not included all the items she wanted. I contacted via chat at 7 am, their hours are 7-23 so I was probably the first customer to contact them today. The order is on my name, however I put down my wife's email so she can check the status of the order herself, so the customer service attendant said she couldn't verify the order because the account was on her name. I explained no account was created, her name is not on the order because I am the one who will receive it, so if the order is on my name why couldn't it be verified? She agreed to check if a cancellation was possible after I mentioned this. I waited another 30 min to hear back from the warehouse, and of course they said the order was being processed and couldn't be canceled. Hard to be believe that they take half an hour to check if an order can be cancelled but they process it that quickly? Needless to say I'm exhausted and it's only 8am, very dissatisfied with this company's customer service. Zero empathy, zero common sense, zero flexibility. Save yourself the trouble and shop elsewhere, if you place an order be careful not to make any mistakes because you know they won't offer a solution /help you fix it.

While shopping for years at Ulta, I was offered many times a Ulta Rewards card and to earn extra points I accepted as I have a excellant rating and as soon as I received a statement I called to pay the bill with my bank debit card as it was less than 40.00. The recording said it would be a 9.00 charge to pay the balance and I put a check in the mail. I closed the credit card a few days later as never had I heard of a fee. I mailed the statement in their envelope and sent it the next day and called to make sure the account showed closed and they said I had a 28.00 late fee and 2.00 interest fee. I complained to a supervisor and they said it was 13 days and that was how long it was for them to always receive mail. You may pay double if you send a check the next day after you receive a statement. This has never happened before and everyone should know! I like Ulta but this is really un believable and I said because I told them because I closed the account they stuck me with a late fee and interest and never will I have anything to do with this Mastercard again.

THW WORST EXPERIENCE I EVER HAD! They lost my package. I had to get it refunded and thennnnnn I ordered for pick up and they TOOK THE MONEY OUT OF MY ACCOUNT and didn't even confirm the order but took my $#*!ing money. THEN it gets worse... I call to see what's going on and the representative hangs up in my ear! IM PISSED DO NOT ORDER ANYTHING from these people!

Do not, I repeat, DO NOT order anything from Ulta International! I placed an order on July 1st (coming into Canada), received an email stating my order has been processed and thats when everything went downhill. 10 days later, the tracking number provided states my items havent yet been shipped. At that point I start getting weary so I call in. They cant find my order. Im told I will be called back before the end of the day. Dont hear anything for 2 days. Call back same response. Call back a third time, Im told a tier 2 associate will duplicate my order and will contact me within 48 hours. Dont hear anything for 4 days. Call back AGAIN and ask to speak to a supervisor (Ashley). Told shes busy and will call back before the end of the day. Still no call. When you factor in the amount of time Ive been put on hold AND the amount of waiting time before actually being put through to an agent, Ive spent about 3 hours on the phone. Still no products/information as to when theyll actually be dealing with my order. Today is July 16th. 15 days, 4 phone calls, 4 false promises of being contacted, 3 hours on hold, and 0 products have been delivered. Seriously, dont bother.

I receive all magazines to my correct address. On their app I put my deliver address in and then I also put my billing address in, checked the box that billing and deliver address were the same. Some how, the deliver went to a old address I lived at a year ago. I contacted Ulta and they told me that I would have to go into the app and change my address. I went in and there was NO old address in there. How in the world can a order go out when I specifically put in billing and deliver address were the same? My billing went through and it was a different deliver address. I have reached out to Ulta to let them know about the glitch on their app and they don't listen and send the same generic email back to me. They will not refund me back for something I never received. I have asked numerous times to have a manager give me a call, nothing. EVER. Beware as this company has issues with their website and their app and I wouldn't be surprised if they were hacked which would cause these types of issues.

I ordered shampoo from them on a Saturday and paid extra to have it shipped two-day UPS. Before I paid for it, I read the delivery date which was Wednesday, June 26th. I received an email from Ulta on Monday that my product had shipped and would be delivered on June 26th. I checked my tracking on Wednesday night because I hadn't received notification that it had arrived, and it read EXCEPTION... and said that at 3:35 p.m. UPS decided that they would 'redeliver it on the next business day'. I ordered it for my husband to take on his business trip on Thursday, NOW HE WON'T HAVE IT BECAUSE ULTA TOOK MY MONEY AND THEN UPS DIDN'T EVEN BOTHER TO DELIVER IT AND GAVE NO EXPLANATION WHY!

To Ulta- You had my package delivered to the wrong address with a picture to prove it by laser ship and refused to reship my things or refund my money. I spent multiple hours on multiple phone calls with your customer service reps with no resolution. Then when I reported it to my bank and PayPal, Ulta lied saying the package was delivered (in spite of ensuring me that my file had a note stating it was delivered to the wrong address). Both my bank and PayPal denied the claims due to Ulta's lie. I called ulta again and was told that if I had not reached out to the bank or PayPal (nearly a month after no resolution with ulta) that they would have redistributed my purchases because they were clearly wrong, BUT now they can do nothing but apologize for my inconvenience. For the record I spend at least $150-350 monthly on nonsense to "treat myself" with your company and have done so for years. You had already lost multiple purchases from me while trying to resolve the error you made with your Lasership delivery system. But due to your company's poor ability to rectify the failure, I will never do business with ulta again. And I have made it my mission to let others know the scandalous ways of your company. I have since become a hugeee fan of SEPHORA! I now send them all of my fun money as well as new clients. I have never felt so mishandled as I did with the incompetence that ulta provided me. But I thank you; if it weren't for your terrible unprofessionalism and theft of my money, I would've never discovered all of the greatness At SEPHORA

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 they 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 visited the store in February 2017. I don't know ULTA hires so mane people and there is never someone available to try on your foundation. I am sorry but I am not purchasing and choose it myself. So there are 2 problems, the employees never offer assistance and when you start trying on make up, they look at your funny as if you are going to steal something. The thing that bothered me the most was that when I was ready to pay, the cashier didn't ask me if I found everything okay if someone assisted me. Her first question was, can I have your phone #, so asked her that why did she need my #, the cashiers response was that she needed to look me up in the system. So I told her that I wasn't in the system and that I just wanted to pay for my foundation. So she insisted again that she needed my phone #. So just to let it go nd to get out of there, I have her my #. She then asked for me Emial address and my name and address. At that point I was mad and annoyed. Customers should be agitated to give their personal information in order to purchase at a store. If you have sales goals, it doest mean that you need to push the customers, in the other hand, it was make customer no want to come back.

Worst customer service ever. I am a diamond member and an Ulta credit card holder. I as recently sent a new Ulta card because if a tier upgrade. I activated the card and went to make a purchase for an item during their beauty sale event. It was an online only item. I got to use my card which had already activated days before and it says this card is unauthorized to be used. I call Ulta guest service and they say to wait and try again later it probably saved your old credit card information. I also called Commentity who is in charge of the Ulta credit card. They say all the info is correct and it is the Ulta site problem. We then try making the purchase as a member and as a guest both times the card hows as unauthorized. The item I have been wanting is now out of stock. I have been contacting Ulta since Monday I keep being told we are sorry for the inconvenience we dont offer rain checks. I tell them that isnt my question. Ejy cant I use the ulta credit card on the ulta site. I tried it at Amazon and th card went through. They stop responding. I was told upper management woul reply to me and it has been 3 days and nothing. No appeasements and no answers. They keep saying it isn't their fault. Well if he credit card company says the card is good and it works at everywhere else except your site then who's fault is?

So I ordered some conditioners and shampoos that they had a sale on only online so I really don't like ordering things online but the products we're obviously cheaper. So I order online they tell me that my shipment won't be here until the following Wednesday didn't mind it. So the order came in this Wednesday I was happy went to go check for the order that they ship through LaserShip and they said that my package was delivered and it wasn't so I emailed LaserShip and they told me to get in contact with the seller which is Ulta. So I did get in contact with Ulta. They're going to tell me it might not be delivered it might still be in transit so I proceeded to ask why would they put delivered if it's not delivered I never heard of that before I order off Amazon and other sites sometimes and when they put delivered it means it's delivered so she proceeds to tell me that I have to wait one more day to see if they're going to deliver the package I have never heard of that before. I guess I'll just wait until tomorrow. I wish they would get another company to deliver their items because the best sales are online but until they fix this problem I think I won't order from Ulta online anymore I'll just have to wait for in-store sales.