Ulta
Ulta Overview
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Ulta has 1.9 star rating based on 586 customer reviews. Consumers are mostly dissatisfied.
27% of users would likely recommend Ulta to a friend or colleague.
- Rating Distribution
Pros: Products, In-store shopping, Points program.
Cons: Customer service, Ordering online, Poor customer service.
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Ulta has 1.9 star rating based on 586 customer reviews. Consumers are mostly dissatisfied.
27% of users would likely recommend Ulta to a friend or colleague.
- Rating Distribution
Pros: Products, In-store shopping, Points program.
Cons: Customer service, Ordering online, Poor customer service.Recent recommendations regarding this business are as follows: "Avoid this sales person. Horrible, rude, no customer service skills whatsoever.", "Never order from them. If your package gets lost they wont refund you and will send you on a wild goose chase", "Avoid this place.", "There are plenty of other stores to patronize", "Guard your credit card.".
Most users want Ulta to offer a solution to their issues.
Review authors value the most Diversity of Products or Services. Consumers are not pleased with Customer service and Reliability. The price level of this organization is high according to consumer reviews.
Media from reviews
Store complaints
I called the store at 2785 E Irlo Bronson Memorial Hwy #300, Kissimmee, FL 34744 on March 19, 2024 and asked to speak with someone knowledgeable with Estee Lauder. The person who answered the phone said she was familiar and every question I asked, she answered.
I told her I was considering changing Estee Lauder foundation from Double Wear to Futurist Hydra, but didn't want to purchase a tube unless I was sure. She told me to come in and she would give me a "test tube" of the product to try for 1-2 days.
I came in the next day (March 20, about noon), a 34 mile roundtrip drive, and a young woman, wavy blonde hair, young, had to be called from the back to assist me. When I told her about my conversation the day before she became very rude, and told me that Estee Lauder doesn't allow samples to be given. I told her the lady I spoke with the day before even checked to make sure she had my color in a tester so I didn't make the trip for nothing.
The woman who "helped" me in the store told me three times that Estee Lauder doesn't allow samples--each time a little more condescending than the last time. Finally she let me know she was doing me a huge favor, reluctantly, by giving me a dab of the foundation in a plastic container that barely covered the small bottom.
I always give my points to my daughter. Her number is 407-572-**** if you'd like to see just how much we spend in this store. This woman was RUDE, patronizing, and very, very ungrateful even when I told her I had been wearing Double Wear for decades and didn't want to waste buying the Hydra, only to return it if I didn't like it.
You would think she would appreciate me saving the store a $60 tube of makeup by trying the product first. I typically don't leave these kind of reviews, but I can't remember the last time I have been treated this poorly in a store I frequent regularly.
I used to purchase my Estee Lauder from Macy's, but Ulta is much closer now, so I switched several years ago. However, Macy's was always good about providing small samples. When I went on vacation once, and asked if I could try the next darkest shade--expecting some tanning--I was given two of the small test tubes.
It was NEVER an issue as they would rather have you make sure you want to change color or product before you purchase. I will be swinging my Estee Lauder purchases back to Macy's.
User's recommendation: Avoid this sales person. Horrible, rude, no customer service skills whatsoever.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerUlta stole my money and refusing to reship my package
I have been contacting your customer service number over and over as well as chat and text. my package was lost by the shipper and UPS sent me proof of the package lost and said to contact Ulta.
I have now for 2 days been trying to get my package resent or a refund. I have spoken to numerous people in your customer service supervisors as well and no one is helping me.
I filed a complaint with the BBB and left a message on your corporate inbox and still have not been contacted. My next steps will be legal action if no one calls me because i shouldnt have to go to this extreme to get my money back or my package resent
- Customer service lies to you
Preferred solution: Full refund
User's recommendation: Never order from them. If your package gets lost they wont refund you and will send you on a wild goose chase
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerChanging phone number
- Take forever
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Roodepoort, GautengFraudulent misrepresentation
Fraudulent misrepresentation of product purchased
ELCHIM HAIR DRYER-MILANO
in addition to my claim, the sales associate did not input my purchase under my customer rewards program, with that i was told that my sale did not exist.
ULTA regional manager insisted i did not purchase in that store.
YULEE florida
continuously telling me that
ULTA had never carried brand.
i had purchased my dryer approximately 15 months ago.
manager insisted, to the point of offending me insinuating i may be untruthful.
ELCHIM HAD BEEN IN STOCK
6 (six) years ago.
how was that product on their shelf &
SOLD TO ME
2022-****
NOT IN THE INVENTORY FOR OVER SIX YEARS
- No comment
- No comment
Preferred solution: Full refund
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified BuyerChargeback against me in error I sent proof to no avail
- Convenience
- Ridiculous policies and phone reps with no power
Preferred solution: They should allow me to purchase online and via the app again.
User's recommendation: Guard your credit card.
The ULTAmate in Customer Disservice!
- Sell a couple of fragrances that i like
- Unprofessional
Preferred solution: I do not expect anything in return for the inconvenience. Lots time and a good image.
User's recommendation: Avoid this place.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Columbus, OhioResolved: Terrible customer service in the PHILLIPINES!!
Company fixed the issue and I have been provided with apology.
When I checked on the order, it was delivered to my old address in West Virginia which we have not lived at for about 12 years! I had placed four other orders with Ulta since 2021 and they ALL came to my current address at 4949 Blendon Pond Drive, Westerville, Ohio 43081. I have been on the phone for over an hour talking with "Julian" in the Phillipines and he can not help me. He said they can not re-send the items I ordered on November1 to my correct address!
I am so frustrated! I do not like talking to someone who can barely speak English and can not help me.
If I can not get some resolution, I will NEVER, EVER shop at Ulta again!
Please contact me so my money has not been stolen.
Poor customer service
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerWrong order received
Preferred solution: Full refund
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerResolved: Ulta canceled my order and has yet to refund me $316
I placed an order for a big list of items. I paid will an Ultra gift card that had $400 on it, I spent $316 and that night I received an email that my order has been cancelled and was not given a reason why.
The next morning I checked the balance on the gift card to see if the funds had been returned and it wasn't. I called Ulta and waiting 30 mins just to speak to a representative and they were so unhelpful. Telling me the reason my order was cancelled was probably insufficient funds, but if there were true why did they take my money and still haven't returned it. He then stated they are having issues with their system and they are aware and were working on fixing it.
The rep said I would receive an email in 1-2 days about the issue and I did not. I called back two days later and then spoke to someone else and was assured it would come back the following week. Well it has been a week now and I still not have receive a refund for the order they canceled without reason. .
I am still going to try to get this issue resolved but it seems impossible at this point. I also tried their text service and never received a response from them. It is unbelieved how hard it is to get ahold of them. I never want to show online with them again.
I advise others not to *** well, especially after seeing all of these other horror stories of others experiences. STAY AWAY FROM THIER ONLINE, TERRIBLE CUSTOMER SERVICE
- Worst service and customer resolution
Preferred solution: Full refund
User's recommendation: Go to Sephora instead
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerReturn
- Worst customer service i have ever encountered
Preferred solution: Full refund
User's recommendation: SHOP SEPHORA!!!!!
Rewards
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerHorrible customer service
Hello,
I called ultra customer service three times tonight in the span of three hours in hopes of reaching a supervisor (due to not receiving my online employee discount code and it is cyber Monday so I really wanted to use it tonight).
The first call I was hung up on, the second call I was assured that I would be called back but never was, the third call was very unhelpful, would not give me any information and left me on hold. Her name is Joan.
I was unable to get the names of the supervisors due to "security" which I know is not true. I am very disappointed and will also be writing a handwritten letter to corporate.
Preferred solution: Apology
Ulta owes me credit in the amount of $110.00 because of returns made to the store, they will not honor it even though I have the receipt showing credit amounts.
I made returns to the store for a credit, spent half that credit in the store that very day. I returned to the store today, three weeks later, to use the remainder of the credit amount----store says I have NO credit remaining!
They told me to call ULTA headquarters to have the issue resolved. The call was to no avail, they said they will have a manager call me to resolve the issue.
I even have the receipt showing my returns with the amount of credit that I should have had coming to me.
This is a terrible company who does not stand behind their guarantee. They still owe me $110.00 of in-store credit!!!
User's recommendation: DO NOT SHOP AT ULTA---YOU WILL BE RIPPED OFF, AND CUSTOMER SERVICE WILL NOT HELP YOU. YOU WILL BE COMPENSATED.
Nothing has been resolved
User's recommendation: There are plenty of other stores to patronize
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | West Des Moines, IowaHorrible customer service!!!
I have called the customer service number TWICE now to resolve an issue my store could not do. Their registers went down the day I made a large purchase and I could not receive any points for my transaction.
I was told to call customer service and they that they would resolve it. Two calls in and 1 hour later, I still have not had the issue resolved. Customer service employees are HORRIBLE and continue to say they cant help me. Answer all my questions with questions.
They never give me direct answers. They keep saying I have to go into the store to resolve this problem since it was an in store purchase. But my store says that I have to call customer service to resolve the problem. Neither the store nor the customer service number is willing to help me.
I am EXTREMELY disappointed.
I have been a loyal customer over the years but am finding Ulta clearly does not care. I believe it may be time to shop elsewhere, which is sad.
Preferred solution: My rewards points
User's recommendation: Avoid calling customer service. They are ZERO help!!!
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If a sale wasn’t put under your rewards program that was because you didn’t offer the information. Regardless, that doesn’t negate your responsibility to keep the sales receipt. Whether or not you used the rewards program doesn’t change the fact that you didn’t keep the receipt.