Ulta Customer Service

User Reviews, Ratings and Comments



Ulta customer service is ranked #602 out of the 946 companies that have a CustomerServiceScoreboard.com rating with an overall score of 28.05 out of a possible 200 based upon 129 ratings. This score rates Ulta customer service and customer support as Terrible.

NEGATIVE Comments

123 Negative Comments out of 129 Total Comments is 95.35%.

POSITIVE Comments

6 Positive Comments out of 129 Total Comments is 4.65%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating

  • Ulta

    Customer Service Scoreboard

    • 28.05 Overall Rating
      (out of 200 possible)
    • 123 negative comments (95.35%)
    • 6 positive comments (4.65%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.5 Issue Resolution
    • 2.5 Reachability
    • 2.5 Cancellation
    • 2.7 Friendliness
    • 2.5 Product Knowledge

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Posted by Ana Maria


Hello. I just attempted to become your customer in the Santa Maria, CA store. I called to confirm this evening that they had the Mac eye liner called Blitz and Glitz. I live outside Santa Maria, and got there as soon as I could which was 3 minutes before closing (9pm). This was according to my Verizon cellphone which I believe is accurate. When I arrived there, the door was already locked and I could see many customers in the store. I tried indicating to an employee I needed help and was ignored. I also called and was treated somewhat rudely and no one seemed to care they locked the door prior to 9, the advertised closing time. I'm chronically ill and for me driving 30 minutes is difficult. I tried calling again and spoke with a kind lady who understood, but was then transferred to someone who identified herself as the retail manager, Lisa. She absolutely didn't care at all about how difficult it was for me to get there nor the fact I was there calling to please be let in to pick up the product waiting for me at the counter 20 feet away BEFORE closing . You guys are new in this area. If you want to stay open, please consider improving your customer service. The little gal lied and told me she didn't lock the door till 9 pm, but I know better because I was standing there and calling to please be let in before 9 pm. I have the timing record on my phone. Please consider reviewing video to see when they're actually closing the store, because they're going to lose more customers than just me by treating people this way. Good luck. As for me, I'm going to order online through Macy's where people appear to care more about my business than your employees do. Sincerely, Ana Maria Raposo-Silva of Nipomo, CA

Posted by Masterjiraiya


Hello. I went in store to buy an Anastasia dip brow which they said they were out of stock she then said that should could order it online for FREE. I haven't gotten the dipbrow. The dipbrow wasn't able to be delievered has been disposed of by the USPS or whoever delievered it. How do I get a refund?

Posted by Xt


Harrisburg PA store is extremely rude, and possibly racial profiling. I am a black woman, I spend A LOT of money at Ulta and I try to avoid this store specifically. They are so unprofessional, EVERY time I go in I get attitude unprovoked. God forbid I need to do a return. That's when the real racial profiling comes in. The last time I went in they lied to my face and me and told me I had to wait 30 days to do a return. I had bought a highlighter online and it came broken. I contacted Guest services and they told me to keep ordering until I receive my product not broken, and to keep returning the item to the store. I did as they asked yet the Harrisburg PA Ulta store would not let me. I contacted Guest services and they took my number and said the regional manager would contact me. They have not. I guess this ulta thinks they make their own rules. Racists

Posted by Brenda


I was alerted by my banks fraud unit of the initial purchase. I told my bank the purchase was authorized. However, they also told me that this product would charge me a fee and automatically ship additional products to me generally after a 14 day period. That information was not clear in my initial purchase. However, when the product arrived at my home on 2/16/18, I contacted their office by telephone on 2/17/18 and requested that no additional products be sent to me. They told me that I would have to pay for the return of the unused portions and an additional $12 inspection fee since this was a consumable product. I advised I had not yet opened the product and decided not to take it as a result of learning that it was contraindicated for my heart condition. I was placed on hold while she spoke to her supervisor and returned stating they would give me a one time "gift" and would confirm same by e-mail. Be careful and ask questions is my recommendations. Also, do your research before you open the bottle. I've had a heart attack and forskolin is not recommended for people with heart disease.

Posted by Regan80


Bought a philosophy gift set in beginning of january. There were 3 products in the set- purity cleanser, miracle worker and eye serum. After using the products for about a week, i started breaking out with pimples so i stopped using the products. I tried to exchange the gift set last week but i was told by the cashier that i used too much of the product to return it. She specifically "shook" the eye serum container and said "this is nearly empty"... it was part of a gift set and was only .75 oz to begin with plus it is a thick serum that cant be heard or felt when shook in its tiny white container. She was very rude and condescending. So basically i spent $40 on a gift set that just gave me zits and i cant even get an exchange!

Posted by Anonymous


I bought some items at Ulta for my daughter and myself with my debit card. My daughter wanted to return one of her items which was fine but they allowed her to use her own debit card to put the credit back onto. Ulta doesn't have a policy of verifying who is returning at item and receiving credit? It should have gone back to my debit card which is the card used for the original purchase.

Posted by Anonymous


Called this # to report that my email showed items that I didn’t purchase. The person I fist spoke to put me on hold, someone else came on the phone that I couldn’t hear due to static, was then was disconnect

Posted by Deborah Moidel


I went on Sunday @ 11 am to athe breast cancer support event. When I left nothing on my receipt told me u had a donation to this event!!
Tonight I spoke to Jennifer the manager at 8:00 PM promptly and she hung up on me not supporting me as a customer and also I am a four year survivor of breast cancer went through hell with radiation and a radical Mastectomy in 2013 of the end of October! I wanted was to have a receipt that told me that I was donating to a cause and nothing on my receipt said that!! An IRS agent iwould look at this they would say where is the proof! She was rude by hanging up I felt cheated I don’t know if I’ll ever go back to Ulta!

Posted by Lean82


I went to my ulta and had no problem with returning an item that did not work out for me.After it being used and less than 60 days. No one gave me any problems. They just let me return it and gave me back a full refund. However I brought items back in original packaging with a receipt and bought with my rewards card. I don't know what's going on at other stores. But my store in indiana is great! #veryloyalcustomer #ultaswhereitsat

Posted by strikethecanvas


Ulta would not return a solid Bare Essentials foundation compact in less than 30 days with a receipt that literally fell apart in my purse due to 75% of the compact makeup not being in the compact anymore. I was trying to use it as an exchange for Smashbox which I had done my research on so that I wouldn't have that same problem ever again. The Bare Essentials not only broke in pieces all in the bottom of my purse, it also would fall off of my brush onto my chest while trying to apply it. Ulta is not responsible to its customers for faulty makeup and should update its exchange policy. Also the new Bare Essentials solid compact works good though requires many touch ups and breaks into pieces. Altogether not my idea of good customer service.

Posted by Anonymous


Arrived at store 1000 am. I went in to get polish. I was looking at other products and noticed a sign stating free 10 minute facials I asked an employee was there someone who could do this for me. She said we are looking for an anesthetician, we don have one employed here. I said well that seems to be false advertising if you have it displayed for a service and not able to provide it. She was rude. Got on her ear piec started talking to the one employee at the front counter, who unlocked the front door also. I then took my purchase of polish to check out (same lady the blonde lady had talked about me to). Front counter lady was nice. I told her what I said about the display facial she said they did interview someone and she will probably be hired soon. I told her the blonde haired lady didn't like what I said about display. As my transaction was completed I thanked front counter person and she was on the ear piece telling blonde haired lady that she owed her a coke for what she told me to appease me. They both should be reprimanded for the way they treated clients in the store. I was not rude in any way and other people were listening who also heard their conversation to each other. The stores number in Diberville miss. Please have undercover people come to visit that store to see how people are treated. They don't want to help patrons but look at pictures on phones. Linda mallett. Professional medical person over 30 years

Posted by Anonymous


Arrived at store 1000 am. I went in to get polish. I was looking at other products and noticed a sign stating free 10 minute facials I asked an employee was there someone who could do this for me. She said we are looking for an anesthetician, we don have one employed here. I said well that seems to be false advertising if you have it displayed for a service and not able to provide it. She was rude. Got on her ear piec started talking to the one employee at the front counter, who unlocked the front door also. I then took my purchase of polish to check out (same lady the blonde lady had talked about me to). Front counter lady was nice. I told her what I said about the display facial she said they did interview someone and she will probably be hired soon. I told her the blonde haired lady didn't like what I said about display. As my transaction was completed I thanked front counter person and she was on the ear piece telling blonde haired lady that she owed her a coke for what she told me to appease me. They both should be reprimanded for the way they treated clients in the store. I was not rude in any way and other people were listening who also heard their conversation to each other. The stores number in Diberville miss. Please have undercover people come to visit that store to see how people are treated. They don't want to help patrons but look at pictures on phones. Linda mallett. Professional medical person over 30 years

Posted by Happy Shopper


I just returned an eyeshadow brush I had bought the day before, to a different ULTA store than I purchased the product at. I went in with the unopened product along with my receipt and stated that I realized I did not need it. The cashier was very helpful and gave me a full refund back to my card. It was no hassle, no problem. I will continue to shop at ULTA and am thankful that I did not have some of the problems other people were having.

Posted by Redhed723


Just was treated extremely rudely and refused service by the so called manager of the Salon at Ulta in Mt. Pleasant SC.! I was misquoted prices and when I questioned it, was told by Summer the "manager" that the girl that misquoted prices by over 100.00 did nothing wrong and then she told me I would not get service there!!!!!!
Instead of apologizing and diffusing the situation this Summer insinuated I was aggressive, which by the way, I was not! I was asking why was I given erroneous info! She had no answers so she " actually threw me out of the salon", causing me embarrassment and extreme stress! I am 72 years old and consider this behavior a form of elder abuse and I will be filing a claim against Ulta for these discriminatory practices!!! I also will be taking out an add about the way decent people are treated by the Ulta Staff!!! Shame on Ulta for employing and possibly encouraging disgraceful customer service and a total Disregard not only for paying customers but the Law as well!!!!

Posted by Byte me


I just returned an item and expected store credit, got it on my card that I used to post no questions. It also starred in their refund policy that if you use your ulta rewards number you don't need a receipt because the sale is already tied to your account. It's how they know how much spend.

It seems to me that a lot of the complaints are central and east coast.

I recommend tweeting them and calling Corp. I use e-mail as a last resort because they take forever. When you tweet them remember to # because it always gets their marketing and social dept attention.

Posted by Smb


My grandmother received a gift for Christmas from Ult. She took it back bc she didn't like it. They told her they would not exchange it. That's all she wanted to do! I said that's bs when she told me about it. So I called and spoke w the manager and explained what had taken place. She told me to come down there and they would be happy to exchange it no receipt needed. Goes to show what they will do if they THINK they can get over on an older person. Made me so mad!

Posted by Amy


I went to my local store today to return 3 items, 2 of which were used ONE time. I only got half of what I had originally paid! � I didn't realize this until I looked at the receipt later as I had bought more items totaling $65. I have emailed Ulta online and am waiting for their response.

Posted by Marissa


If something does not work out for you. You are entitled to return it. All the comments i am reading about the ulta employees is disgusting behavior. If you want to return something you demand a return, do not let their nasty attitudes bring you down.

Posted by Anonymous


Store 575,2:30 today,I came in on my lunchbreak to return an item I lurched on 3/22/17 and be reimbursed for an item I was charged twice for.Steven,the manager was called,he took my receipt and disappeared to back of store for about ten minutes, came back,told his cashier to return item to my debit card.Cashier then wanted to do nothing about overcharge from 22nd.Wendy was the cashier who overcharged me.I had to go back to work at that point,without refund or reimbursement.I am a client and preferred customer at that location and have never had any problems in the past.Steven is not a good manager and lacks in customer service completly!He did nothing to acknowledge my presence,no explination,and wasted my time.Ulta overcharged me!

Posted by Beverly


I love shopping at ulta, however, your free gifts with offer is not always available. It is very discouraging to continually be told we are sold out of the free gift. You don't even offer an alternative. To me, this is a bad business practice. I have lost out on many free gifts with purchase. I am told you can maybe call tomorrow and see if we get any in. Really? I don't have time for that. I will go to the department stores for my makeup. They always have the free gifts.
Again, bad business practice.

Posted by Anonymous


my free eye liner was NOT included in my order, and the ONLY way I can get the free eye liner with my $26 purchase on some illuminator is to either 1.. return it, and I pay the shipping, or 2, I can drive 45 min to the nearest store, to make a return. Ulta will not send the eyeliner they are offering as a free gift for this purchase, I called Customer Service, and they can not do anything, the free eye liner IS the reason I paid $26 for this product, Very disappointed customer, I would suggest calling C/S before the order is placed.

Posted by Maz


Was at your ulta store 97 Skokie il at 4:30 pm was checking out in front of store noticed two people being searched checking there pockets patting them down checking through their clear bag and customers were watching as I walked closer it was right In front of the front door it was your woman store manager searching two employees who were ending their shift I went up to the manager and said I worked retail 30 years and that is very tacky how u treat your employees like theives in front of customers she said I know it's policy and we have to do it in front of the door in front of the camera another customer said I will never shop here again that is a lack of trust and confidence in your employees

Posted by Noliemom


I just returned 2 items to the Saginaw, MI store and was very happy with the service. Both of the items had been used (for just a few days.) I had the original packaging and my original receipt, but I was still expecting a hassle. I went in ready to do battle, but the associate was happy to do the return. She even apologized to me because the makeup didn't work for me! I'll be happy to shop at Ulta again.

Posted by KellyK


Ulta is way too lenient with what they allow customers to return. Every item that is used goes straight to the garbage and into a landfill. It states that all items returned have to have all original components WHICH MEANS THE PACKAGING OR BOX for those commenting that have little to no reading comprehension.

Posted by Amartin


I bought a Naked Palate, which when I opened it was completely shattered. After spending $50 on a product, you would hope a company would value customers enough to rectify the situation, but all I was told by an associate is "we won't return it because you probably broke it" and "well just mix it with alcohol and it will solidify again" which is an absolutely absurd thing to tell a customer. I emailed their corporate offices after both locations in my city were extremely unhelpful and very rude and I have yet to hear back. Definitely shopping elsewhere, and hopefully the company will do the right thing and return the damaged product!

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Posted by Glamgirl


Shop at Ulta all the time. I've returned used items and NEVER had a problem with returning anything. It also says above that you have to give free gift back, that is not true they have never asked for it back and it say in return policy to keep the free gift.
Benton Harbor,MI sales girls are great!

Posted by Jess


I've returned things at ulta used not used with reciept no reciept with no problem the girls are always super nice and super helpful.

Posted by Anonymous


I was in my local Ulta store over the weekend. I was looking for the IT cosmetics foundations. I recently had radiation treatments and my skin changed. Seeing that brand on QVC I thought that it might help. A young lady by the name of Brittany came to see if she could help. I asked her to help find the color I would need. Explained to her what I had been using the results of it after treatment and why I wanted to try IT. She was very kind, caring and considerate. After trying four different shades we found one. She applied it and it looked amazing. She went above and beyond her job to help me. It made me cry to see how nice I looked again and how the dryness disappeared. Brittany is an amazing and caring young lady. I hope she remains working there. I really appreciate her time.

Posted by JEM


Hi,

Well, it appears that my comment is WAY overdue according to the comments I read on this site. Let me tell you about my experience in the ULTA store in Asheville, NC in the Asheville Mall.

I went into the store and browsed around. Two clerks came up and asked if I needed help. One clerk named Julie, who is the Esthetician, helped me to find an eyeliner that was right for me. I recently had shoulder surgery and due to the difficulty of putting on makeup with that arm, had started using eyeliner only to define my eyes. It was much easier to apply and wash off without the goopy mess of mascara. I have continued that even after my surgery. Julie was very helpful and also gave me a discount card for services, how nice!

Dennis came up and asked me if I needed help, and of course I did. I was looking for a shampoo that would help me with my hair. It was colored blonde and had suffered because of that, and the anesthesia with my surgery. I also have a natural s-wave I had been fighting with blow dryers and flat irons. I swim a lot and was tired of standing in front of the mirrow fighting my hair which was breaking off.

Enter Danny...I was so tired of dealing with my hair that I began to look for pictures, and wanted to get it cut from the shoulder length, longer in front, bob that everyone loved. I found some pictures and called Ulta (enter discount card) and Danny anwsered the phone.

We made a consultation before the haircut, looked at the pictures I brought and discussed the tendencies my hair has, my double crown, the way it curls up on one side and down on the other. I also needed hair color, I was through with the very light blonde hair I had.

He told me how he saw my hair in relation to the pictures, left a couple of the books open for inspiration and began coloring and cutting. I now have lovely curley hair which is wash and go. The way he cut it released the curl I have. It is a soft curl and I can blow dry straight for a more classic look or curley for a more relaxed look.

The color is great! He showed me three colors he was going to use before he applied it. I like that he took me into consideration with all that he did. That made me a CUSTOMER and not just a "way to make money." Face it, we all need money, but hair is a personal experience and you and others look at it everyday! I now have hair that has an ashy tone, a base golden tone, and my light blonde high lights. I love it!

Here are some of the comments I have received from others. At work everyone told me it looked good. I was told I loolked 10 years younger. Some told me that it made my eyes pop, the golden tone pulled the blue out of my hazel eyes. I was told that I looked "Beverly Hills West Coast" when I wore it straight and behind my ears. I was called "Curley Temple" when it was curly, and I was told by several that they would never cut their hair if it was curly like mine. I really was in shock with all the comments because I was adjusting to the cut myself.

So all in all I had a great experience with Ulta. Danny was professional, intelligent, and funny. He made me feel very comfortable the whole time. So DANNY, you rock! Thanks a million and please hang around for a very long time!

Oh yes, I did return products which contained sulfates that I did not want since I am trying to get my hair healthy again. They were exchanged at the store with no problem. Just keep your receits and do it within the time frame.

Posted by legalemd


Best salon staff - ulta sugarland
Shelley Marie - great manager
Alexis - great 'cut-ologist'
Lena - great 'color mixologist'
Seema - great aesthetician
I love them all!!!

Posted by Anonymous


I would like to thank Amanda for her help and support. Very very helpful. Much appreciated.

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