Ulta Beauty Reviews 2,105

If I could give negative stars I would.

The absolute worst customer experience I've ever experienced. Their system for customer communications is legitamately awful. The chat representives don't have any access to view your order information and go awol after eventually sending an email followup to deal with the issue without informing you.

Then comes the worst email game of tag ever. The automatic responses will ask for the same information, multiple times even if you already provided, and when a rep does finally answer you they autofill a solution that doesn't apply because they have clearly lost all the pertinent information when it finally switches over to their hands. And sometimes when you respond to that email, if you don't include every tidbit of information they should already have in previous emails, you start back at square one. I literally have two email chains culminating in FIFTHTEEN exchanges, SIXTEEN if counting the online chat to solve one issue.

After having an Ulta account for years, I can no longer log in to my account due to a disconnected old land line telephone. Spent 45 minutes with an "expert" who could not figure out how to get me into my account. I had to check out as a "guest" and lose my points. Totally unacceptable in 2026 to NOT have customer service technical support. Epic fail. No more using Ulta.

I WILL REPEAT 10000% TIMES. DO NOT buy anything online. They will use On Trak to deliver your items which never arrive to for door. They use a company that steals your items and it takes weeeeeks for a refund. Don't believe me? Go look at On Trak reviews.

Their customer guest service is horrible. I cancelled an order 2 weeks ago, and they're yet to refund me!

I really enjoy seeing Mercy in the salon. She gives me the best haircuts of my life.

Justin at the Bloomington Indiana Salon is AMAZING. He never stopped smiling the entire time we were in the store. My girls all had hair cuts. He took his time with each one. They got beautiful cuts. He made them feel so special. True professionalism, customer service, communication and talent can be rare. So I appreciate it so much. When I encounter someone like Justin. Everyone in the store today was so kind.

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I have been trying to book an appointment for the past two months and have made several attempts to reach out, as I was not receiving responses. I finally managed to secure an appointment through the website, only to have it cancelled at the last minute due to a previous consultation where I chose not to proceed.

At that time, I decided to grow my hair longer before getting highlights, which I believe is a reasonable and thoughtful decision. I did not no-show or cancel last minute — I simply reassessed what would be best for my hair.

Cancelling an appointment based on that prior decision, especially after I have been trying to book for months, feels unfair and disappointing. Clients should be treated with clear communication and professionalism.

I fell for a "free skin care sample". My understanding was that the shipping charge for the sample was $6.95, which I paid by credit card. I found a $159.00 charge for skin care products I never ordered. When the product came, I immediately called customer service. This was not Ulta, but I had to pay $12 to return the products, and they still did not give me a full refund. I lost over $60. I will never shop at Ulta again.

Account setup error: you can't edit it yourself, even though it is your information. You have to go to the store and show your ID so they can change it. Hmmm, why does Ulta make everything impossible when dealing with them? I then tried to delete my account. I got stuck in a loop with email, and the result was that they said it had been resolved. Not resolved, so I started again using the delete account button on the app, same thing multiple emails, sign in with a code they send, and read their reply, which again was this has been resolved. I posted on FB about this, and they wanted me to provide my personal information via messenger, nope. I went to their virtual assistant, and 4 people later, someone said it would take 24-72 hrs to be deleted. If you don't want to do business with a company, your account deletion should not take all of this effort to accomplish. I will add to this post if it is closed or if they don't close my account.

I’m trying to boycott Sephora because it’s owned by LVHM but Ulta just won’t help me. I’m a huge customer but whenever I need to make a return or exchange they’re so incredibly difficult, making it very dramatic and slow, as if they need to teach me a lesson. They also don’t care how long you’ll rot waiting in their lines. Unlike Sephora, they don’t help you check out if you’re paying by card. A nasty experience

I know they have a "salon," but buyer beware, you could do a better job in your bathroom with kitchen scissors. At least then, when it looks awful, you didn't waste your money. They cut my hair way shorter than I requested (I went from below the shoulders to my chin, rather than just above my shoulders), and my curtain bangs are wispy bangs across my forehead. They gave me the hair of a mid-50's news anchor, trying to hide forehead wrinkles, and none of that wouldn't have made me leave a review. I'm leaving a review (which would be zero stars if I could), because it's not even a decent version of that 2 decades too old for me haircut. Anybody would be upset with this because my hair is significantly shorter on one side than the other. In order to even this out, a competent stylist is going to have to cut it up to my cheekbones. When I reached out to Ulta corporate, expecting decent customer service, I was told that I was such a priority that they'd get back to me within 72 hours. I literally just wanted a refund for the haircut alone, and instead, they cost themselves a loyal customer who has spent over $250 on product there in the last 30 days (and will be returning absolutely everything I received). I hope that $47 was worth it.

Hi , it happened to me that I go ultra jamboree location to buy some make up tools. Usually my daughters who are younger and experts do that for me, but this time I was alone and one of the staff named Marisa who was so polite and patient helped me with my shopping and I really appreciate what she did. It rarely happen these days specially among young generation you will find such and approach as so many good values have been ignored. So I think Marisa who was so young must be recognized for her excellent approach and help that others encouraged to be back to the higher standards like before.

Well just like every time I go in there they follow me threw out the store the manager does she constantly asks me if I need anything to the point it makes me very uncomfortable to be in there which I know that that's what the workers are trying to do bc they think I'm in there stealing and I'm not I go in there on a rare occasion and it's one those places I don't go to without money to BUY something I just like to look around and test the products and that's one thing I use to love about ulta I was able to go in peacefully and not get harassed by the workers test the products and if I liked it Id either ask for a sample if I didn't have money or if I did I would buy it of course and I was able to talk with the workers too when I first found ulta I was held hostage and I was tortured my face was really messed up bad and I was walking with my hood up and sunglasses I needed to use the bathroom and there was an ulta never knew what it was then I walked in I thought I had died and went to heaven I told them my story about what happened to my face I and people was look at me and jump in horror like I was freak and I asked for a makeover so it didn't look so bad they helped and gave me samples of the foundation I needed. And yeah I had nothing but good things to say about ulta until these past few years and how they treat me they have been I know stores are different but all stores should have the same kind customer service everywhere breaks my heart I'm never going back there again they even was trying to get my id and everything and sign me up for credit with them thinking it's just a rewards program where you get discounts and free birthday gift and points they didn't tell me they was signing me up for a credit card and them asking me my social security number all kind of sensitive information and the more and more I think about it the more and more it upsets me

I have been a customer 15+ years. I recently placed an order for cologne set and perfume. I used $120+ in points and the rest on my card. The package was opened and label was torn and had to be reprinted, label clearly states that as well as tracking. When I received the perfume was gone and one cologne was taken from the set. I reached out to ulta and was told the shipment weight was correct when it left and they couldn’t help. I wasn’t disputing that, clearly after it left it was opened and items were taken and the label was reprinted. I’ve spoken to multiple people and don’t get a response or they just say they can’t help. I will never order from ulta again.

Very unsatisfied!!
After my package was delivered to the wrong house and stolen I reached out was told I had to wait 24 hours so I did. Then called and was told my new order would be sent, and the next day I still had not heard anything. So sent an email asking if I would be getting a tracking number to make sure I’m home when I get the package still nothing so I called again. During that call I was then informed Ulta refuses to resend free items out so I decided since the reason I spent that much was to get the items and now I’m not getting them I just wanted a refund. I was then provided with the refund but I was still unsatisfied with how this was handled and how ulta thinks it’s okay to not send a complete order out since they are the ones that choose FedEx to send their orders out. Especially with all the stress this caused having to involve the police etc… So I emailed trying to reach the CEO stating the whole situation also mentioning how I did receive the refund. Then I was replied to by someone and was offered a gift card I waited 48 hours still received nothing. So I sent an email asking how this gift card would be sent I then got an email saying you already received your refund you are not getting a gift card. After that I just said okay I want to speak to the actual CEO I then got an email back asking for best phone number and time, I provided but did not receive a call. So I will be leaving reviews everywhere I can and letting everyone know about my experience with this business. Ulta will never receive my money ever again and I have already found a different place more respectful place I can buy my expensive items from, and they have already received my money!

I spoke with a representative today 02/19/2026 and her name was Ashley. She was rude and unprofessional. If it was possible to give negative stars.....I would 100%. She was horrible. I actually am cancelling my account from this experience. Sephora will be getting the 5 girls in my households money.

I don't know what happened to Ulta, but it used to be a trusted company. i bought an expensive item from them, changed my mind on it and returned it, unopened, unused. They make people wait 30 DAYS for a refund!!!! I will never buy anything from Ulta again.

I'm really tired of these companies changing delivery times when ever they want. I chose to purchase through Ulta because of their delivery time. But like most unconcerning companies, that changed on their follow up email. I will simply return the item and not do business again with them.

I am 71 and usually go into ULTA in Sherman Oaks, CA with a concept of what I'm looking (tinted sunscreen, leave in conditioner for curly gray hair) and therefore ask immediately for someone to assist me. Everyone who has assisted me has in the past has been polite and helpful, but yesterday, I got to meet Leslie who was just exceptional in everywhere. First, in her artistry and perfection in applying her own makeup to create a look that was truly a reflection of her own beauty and creativity and unlike anyone else's. Second, in her knowledge of the products and her genuine interest in finding the right products for my needs, which includes skin that is far older than hers. Third, her patience and presence and appreciation of who I was. Leslie is truly a gift in a life with her expertise as a make up artist and her authenticity.

Horrible, horrible, horrible customer service. I ordered 2 items online and I only received one. They would not refund me or replace the missing item because they claim that the weight of the package reflects the 2 items. I’m taking my dispute to BBB and hope for a positive resolution.
I will never order anything online from them.