• Ulta

2021 CUSTOMER CHOICE AWARD

Ulta

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Overview

Ulta has a rating of 3.42 stars from 567 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Ulta most frequently mention high end, beauty products, and rewards program. Ulta ranks 5th among Skin Care sites.

  • Service
    104
  • Value
    88
  • Shipping
    84
  • Returns
    69
  • Quality
    77
Positive reviews (last 12 months): 28.6%
Positive
10
Neutral
1
Negative
24
39
See all photos

What reviewers want you to know

Positive highlights

  • I shop there a lot love the selections and customer service and if something doesn't work out you can get a refund.
  • 2021 Customer Choice Winner

Critical highlights

  • Sales associate at the register insisted she could not process the return without a phone number.
How would you rate Ulta?
Top Positive Review

“Trails wilderness program death”

Arman g.
1/16/24

Over the past few years, Carolin Trails has been surrounded by controversy about their wilderness therapy program death where a young teenager named Alec Lansing lost his life while camping at their program. Which shocked every parent whose kids were in that program for treatment.

Top Critical Review

“Package arrived EMPTY”

Joslyn B.
12/24/23

I ordered the intense prada paradox perfume $92.01 with the promo code. I rushed home with a notification of delivery, only to open the package and its empty. Nothing but a return shipping label. Examining the bubble package it had been cut under a flap and re-taped. Either somebody from the warehouse never packaged it or somebody in transit stole it! Ulta customer service was no help. How do you find a missing item and the tracking number shows delivered? Run tapes back in the warehouse? I feel scammed. Out of money. My Christmas present to myself is stolen. Im not rich. I work hard for my money just to have someone steal from me.

Reviews (567)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (141) phone number (6)
Thumbnail of user joslynb15
1 review
0 helpful votes
December 24th, 2023

I ordered the intense prada paradox perfume $92.01 with the promo code. I rushed home with a notification of delivery, only to open the package and its empty. Nothing but a return shipping label. Examining the bubble package it had been cut under a flap and re-taped. Either somebody from the warehouse never packaged it or somebody in transit stole it! Ulta customer service was no help. How do you find a missing item and the tracking number shows delivered? Run tapes back in the warehouse? I feel scammed. Out of money. My Christmas present to myself is stolen. Im not rich. I work hard for my money just to have someone steal from me.

Products used:
My item was stolen

Service
Value
Shipping
Returns
Quality
Thumbnail of user znuker3
3 reviews
0 helpful votes
June 22nd, 2023

I recently purchased the [Product Name] from this seller on eBay, and I must say it has been a fantastic experience. The product arrived promptly and was exactly as described in the listing.

The [Product Name] itself is of exceptional quality. It is evident that the seller takes great care in sourcing their products. The item was well-packaged, ensuring it arrived in perfect condition.

Thumbnail of user arman.underpinservices
1 review
0 helpful votes
January 16th, 2024

Over the past few years, Carolin Trails has been surrounded by controversy about their wilderness therapy program death where a young teenager named Alec Lansing lost his life while camping at their program. Which shocked every parent whose kids were in that program for treatment.

Thumbnail of user teresah779
4 reviews
23 helpful votes
September 11th, 2023
• Updated review

I stand on the first assessment of my review. They sent out a replacement shadow in the exact packaging they sent out the original palette. That Palette also arrived damaged. I sent and email in regards to not wanting them to send anything else. I'm finally just done with them.

Update: ULTA contacted me through email and apologized for the service I received. Offered cash back and giftcard which I accepted. I will not change the rating because it is what happened, however I updated to show they did reach out to solve the problem.

Products used:
Haven't used the product yet, it is damaged and I will need to get rid of the damaged side before I can use.

Service
Shipping Resulting In Broken Items
September 7th, 2023
• Previous review

I've been with Ulta for a number of years. I am a diamond customer, meaning I shop quite a bit on their website. I shop mostly online, and sometimes things arrive broken. I contact ulta each time something arrives damaged for a replacement. Recently contacted them and I was told my name is on some kind of list for returning things. This made me so upset because of how often I shop with them. They throw the items in packaging with barely any protection expecting it to arrive intact. My purchases are not free, I paid for something new and that's what I expect to receive. They are the worst at shipping. I will not make diamond again because I've had enough. They are not the only ones, a lot of sellers send out expensive merchandise with barely any protection, and if it arrives broken expect you to accept it and move on. My money my problem, I'm not going to keep damaged items.

Products used:
Have alot of purchases.

Service
Value
Shipping
Returns
Quality
Thumbnail of user linettev1
1 review
0 helpful votes
January 12th, 2024

The service is outstanding which is kind of shocking considering the price (it's a lot of money to me but these days I am often made to feel like I'm cheap when I'm just someone with no extra money so this a huge splurge and she didn't treat me like it was no biggie..

Service
Value
Shipping
Returns
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Thumbnail of user leahh305
2 reviews
0 helpful votes
December 29th, 2023

Website and app only allows you to use one gift card at a time. So you either have to spend your own money on the remainder of the order, defeating the purpose of a gift card, or you have to split your order up into multiple orders and pay multiple shipping charges on each.

Service
Value
Shipping
Returns
Quality
Thumbnail of user dulced19
18 reviews
218 helpful votes
December 4th, 2023

I made a large order, I liked everything. All products are of high quality and correspond to their descriptions. Excellent service. Recommended to my friends!

Thumbnail of user susanneb226
2 reviews
13 helpful votes
January 18th, 2023

You'd think I would learn shopping on-line with Ulta (sorry Ulta - we are officially divorcing). Four times now that Ulta has shipped with LaserShip and my packages are conveniently delayed, lost or sitting in cue with the message, "Waiting for Carrier to Pick up." LaserShip conveniently loses (steals) your package and must be hiring delivery folks from San Quentin State Prison! Do yourself a favor and do not support consumers that use LaserShip!

Thumbnail of user jamesp5155
1 review
0 helpful votes
October 28th, 2023

I really loved using this service. It is really comfortable and understandable. I ve encountered a few lags during my visits but I guess it happens from time to time

Service
Value
Thumbnail of user djangou1
7 reviews
2 helpful votes
March 13th, 2024

I was scared to make a bulk purchase but all my orders were intact and the quality was great. I would definitely be placing more orders.

Thumbnail of user marianap80
1 review
0 helpful votes
September 4th, 2023
Verified purchase

I'm trying to change my address since the day I bought it, they don't have customer support, you call them they don't answer, you send an email they don't answer, you talk to the chat but it's an automatic message, now they're saying no you can cancel because time has passed, before time has passed I tried to get in touch, but no one helped me, I have all the evidences.

They say they'll send you an email but they never do

Service
Value
Shipping
Returns
Quality
Thumbnail of user chincheta1806
1 review
0 helpful votes
December 27th, 2023

I received a gift but I had the item and went to Ulta to exchange. First, cashier told me I could not so she would return the money for person that bought the gift. Luckily my in law sent the invoice and I showed her yes, I can exchange for something else. She said in a rude way we will have to call the manager to fix your issue. The manager came and I said I just want to exchange or a gift card. She gave me one and I asked if could buy online because online store has more itens (the Ulta stores in US are a mess). She said yes you can buy online. Nope, in store use only so I came back to other Ulta and the very nice girl gave me a valid gift card. Here is the main problem, my address was saying invalid (never, ever had a problem with my address. Tried everything and talking in chat She said I might have spelled wrong. What? I just want to spend my gift card! Finally found out that the my apt number was not in address 2 and it could not be in capitol letter. No coma, no capitol letter, no abbreviated, nothing!

Thumbnail of user tiffanym157
9 reviews
10 helpful votes
March 27th, 2022
Verified purchase

Ulta is the best site for me in terms of beauty products. With sales, promos and discounts that happen at least every other day, what's not to like? I've purchased so many amazing products that I've been bumped up to Platinum status which comes with some amazing perks like 5X the points, birthday discounts and exclusive access. Plus, customer service is available in more ways than one and I've never had an issue with a product that couldn't be fix.

Products used:
Beauty products such as lip gloss, blush, eyeshadow palettes etc.

Service
Value
Shipping
Returns
Quality
Thumbnail of user sagec22
1 review
0 helpful votes
May 22nd, 2023

Ulta has a rating of 3.27 stars from 540 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Ulta most frequently mention high end, beauty products, and rewards program. Ulta ranks 13th among Skin Care sites.

Service
Value
Shipping
Returns
Quality
Thumbnail of user catherineb1076
1 review
3 helpful votes
August 26th, 2022

I've called at least 4 times and had 1 hour conversations each time and can't get anywhere! English is absolutely their customer service reps 2nd or 3rd language. It makes it so difficult to communicate! I was told there is a 30 day waiting period before they refund money—how ridiculous is that? Last they told me is there would be an electronic gift card for the $70+ sent via email within 20minutes. That was several days ago.

Tip for consumers:
Ulta is really difficult to get a refund from. Once you give them your money you’ll never see it again!

Service
Value
Returns
Quality
Thumbnail of user aluczyk79
1 review
0 helpful votes
December 5th, 2023

Online Purchase. Although I am happy with my purchases, I am leaving this review at a 2 star due to the lack of helping out with the free gift offer after the order was completed. It was not easy to figure out how to apply the free gifts at checkout and then after my $170 order, I was told they could not add my free gifts, so I missed out. I feel as if this is not right, a free gift should be able to apply after the fact, I am still purchasing the items! I will leave my 2 star review for the lack of customer service towards a purchase and remind everyone to make sure you add the free gifts and that they show correctly upon checkout, or you will miss out!

Service
Shipping
Thumbnail of user jm1706
1 review
0 helpful votes
September 23rd, 2023

Terrible customer service online and in store. I spent 3000 in one day, and not that I deserve special treatment, but Im clearly someone who gives them business. This business turned into a joke. They clearly cant handle clients, and no wonder they have $#*!ty reviews everywhere. I'll take my money elsewhere.

Service
Value
Shipping
Returns
Quality
Thumbnail of user cwatson32
2 reviews
1 helpful vote
October 28th, 2023

Ulta shoppers beware! My wife bought a few products from Ulta and decided she needed to return. Brought the items to local Ulta store, with the original sales receipt and was told her return could not be processed without a phone number. She bought the items under her sister's phone number, it's a loyal program I guess. Anyway, she did not have her phone with her at the time to give the number. Sales associate at the register insisted she could not process the return without a phone number. Again, the original receipt for purchase she has with items for returns. Finally the sales associate offers to speak with a manager. The manager states the same thing, but says she will process the return. As my wife is asking questions on this trying to understand such a ridiculous return policy, the manager then says our return policy is on the receipt which states phone number. My wife says yes. It's also states if not bought with a phone number of record, the original sales receipt must be presented. Here is my sales receipt so I do not understand why I was told my return could not be processed. Simply dumbfounded about this. This was frustrating to say the least. Ulta has lost a shopper here. On a side note, the sakes associate and manager were not rude in this transaction, just not aware of their own store policy as it is written.

Thumbnail of user damionw13
1 review
0 helpful votes
April 27th, 2022

It's beautiful, looks well made, had no unpleasant odor.
The complainant is towards FedEx. I stayed home to wait for the delivery, they didn't even ring the doorbell and I found out that it was delivered from the email notification. It was a rainy day and the carpet was left at the far end of the porch when it would have been very easy to leave it completely sheltered from the rain. So thumbs down for FedEx.
Luckily the carpet was packed very well, keeping it dry..

Thumbnail of user joannr231
1 review
2 helpful votes
November 3rd, 2022

Ulta sent a catalog to my address for someone who moved away about 10 years ago. Customer Service would not allow me to stop the mailings, because I am not the customer. They wanted MY account data, which I refused. I have gone through live chat, emails and messages on Facebook, but after DAYS, no one will remove the person from the mailing list for such a simple request. This is the worst business practice I've ever run into.

Service
Thumbnail of user momoffhermed69
1 review
0 helpful votes
September 25th, 2023

In September 1,2023 I placed my monthly Ulta order with some expensive add ons. I had been waiting on a great lip plumper I had my eye on to go on sale, $49 StriVectin Double fix. It was still same price, but they were giving away a free gift with the purchase of the plumper. A StriVectin anti wrinkle trio for the neck, eye, and face came with the $49 StriVectin Double fix purchase. That's all! Great I said! Âdd to cart! Well my package arrived quickly and guess what? No gift! NOTHING! Only the items I ordered that's it. After several texts and phone calls back and forth with Ulta, still nothing. Also, I have been called a liar, not in those exact words but the context and pretty much that my memory is bad. I was told the promo said I had to spend $85 which is what the following weeks promo was running. Then they go and change the add to that new one. I usually screenshot the promos and of this one I forgot to do that. Oh well, stupid stroke. I may have been born at night but it wasn't last night! I have spent a lot of $$$ over the years and I'm done with Ulta! I'm a stand-up comedian and video influencer, I may have a few followers lol and a big mouth. Best and worst advertisement is and always will be word of mouth. Also my birthday is September 13, they're supposed to give a birthday gift. Never received it neither. Thanks Ulta

Tip for consumers:
Take screenshots of promotions! Keep all proof because they'll call you a liar!

Products used:
Cosmetics, skincare

Service
Value
Shipping
Returns
Quality
Thumbnail of user andreas1504
10 reviews
5 helpful votes
February 9th, 2022

I really like the MORPHE pallet I got from ULTA. I have bought from ULTA online and I have been in the store many times. I have always had great experiences and I will continue to shop online and in the store. I do wish that the price tags were easier to find in-store but other than that, shipping is fast, employees are friendly, and most importantly they have amazing products with a huge variety. I definitely would recommend buying from ULTA Beauty stores.

Tip for consumers:
They have good deals and the points you acumulate also help :)

Products used:
Eyeliner, Mascara, Eyeshadow Pallet, Chapstick

Service
Value
Shipping
Quality
Thumbnail of user candicel117
1 review
0 helpful votes
January 17th, 2023

Ulta has the best prices for cosmetics among all drugstore shops. It also has the broadest range of products.

Thumbnail of user nikolaiz5
1 review
0 helpful votes
August 20th, 2023

This Website is total scum.
I've encountered an error during checkout twice, resulting in the failure of my order completion. However my account was charged for $42.89 every time. Adding to the frustration, the support team seems to be conveniently ignoring my ticket, so it is impossible to get a refund. This experience has led me to waste nearly $86 for absolutely nothing.
If you have extra funds, I'd strongly advise considering a donation to charity instead. Otherwise, you might find yourself falling victim of Ulta Beauty scammers.

Service
Value
Thumbnail of user chelseaf160
1 review
0 helpful votes
May 18th, 2023

I just ordered a dermalogica face wash and it said a free full size moisturizer comes with it because of the price I spent... instead they sent a 5 dollar mascara instead of the free moisturizer. This isn't the first time something like this has happened while ordering off site! Do not post those offers if you cannot send them!

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About the business

ULTA Beauty offers customers prestige & mass cosmetics, makeup, fragrance, skincare, bath & body, haircare tools & salon. BareMinerals, Smashbox, Murad & more.

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3.4
567 reviews
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