Ulta Beauty: Makeup & Skincare Customer Service

Ulta Beauty: Makeup & Skincare Positive Reviews

UltaI’m extremely satisfied and excited and just crazy about this store. Ulta wants to wish I have never been in an Ulta ever in my life. I’ve seen it on the app heard about it where I used to live in the state of Pennsylvania at least the area I was located, and they did not have an Ulta anyways I have to relocate to Missouri which, in fact they do have an alto, and as soon as I walked in there, it was like heaven I absolutely loved it. I didn’t even wanna leave the store. I bought a blow dryer from the company lange I was so excited because don’t get me wrong. I love ordering through the app but the ulta store isn’t that far away from me so I can just go there and u can get it in one day rather than having to go thru the website n wait which don’t get me wrong. There’s absolutely nothing wrong with that like I mentioned, but for my first time, I had an amazing experience and also I got a cute little headband so when getting ready to washing my face or putting make up on and it comes in handy Oh did I mention it is so flipping cute as a little hearts all over it. I can’t wait to go back. I give you a 20 out of 20 on a rating..LeeLee@37Version: 9.2

Initially Poor Customer ExperienceIt was about 7 PM when I entered the store. I realized after work I had run out of mascara and Benefit Better Than Sex is my go to fav! So I stopped at Ulta to grab some, but I was unfamiliar with the layout of this particular store. There were about 3 to 4 people in the back of the store in a storeroom and they were all preparing to leave their shift. I caught them as they were walking out and politely asked if they knew where the benefit mascara was. One of them responded. All of our stuff is in boxes so it’s probably not there anyway. Never ever answering where I could find the mascara in the store.I searched the entire store and found a young beautiful girl who was able to point me in the direction of where the mascara was. I did double back and speak with the young lady who initially sent me off, as she was still in the store 15 minutes after clocking out, and counseled her on customer service; educating her that she should never allow a customer to leave empty-handed, especially if the product was available. She rolled her eyes and kept talking to her co-peers to sum up my entire experience. Everyone in the store was very helpful and super friendly except for the one bad apple in the bunch. Even the security guard was more helpful. As always, I ended up purchasing way more stuff than I actually came for, but I will likely not return to this specific location..MochaNurse7Version: 9.5

Pretty Good App..I love basically everything about the app, EXCEPT I absolutely hate how there isn’t multiple pictures of one product. Especially if I’m looking at colored cosmetics... Obviously if I really was concerned about making sure I’m getting the correct shade of something or if I’m trying to color match myself, I would then just go to the nearest Ulta location. But still, I wish they would have the option of being able to at least see some kind of side by side swatches of the products, (similar to the Sephora App work...), so you could see all the shades next to one another in a photo to help you compare the different shades of one product. Especially when it comes to any colored base products like foundations, concealers, bronzers, etc. because I still believe that you could make a decent choice when shade matching or whatever using the Ulta App or their website if you have the right photos. And I know you could also research some photos online through Instagram as well for further side by side swatches. Instagram does have the best photos of swatches and I’m not asking for the Ulta App to compete with that, but just to have some would be amazing!!! But honestly it’s such a great app for the most part! Yeah I have a few other annoyances about the app but this would for sure be at the top of that list! But nonetheless...I definitely would recommend!.AllabaabyVersion: 5.4.1

Cannot use multiple gift cards!As a person that shops at Ulta very often, I expect to be able to use the multiple gift cards that I have gotten for the holidays in one transaction on the app or website especially when the closest Ulta store is about 3035 minutes away from my home because they close down the one that is about 15 minutes away. it is frustrating not being able to use all the gift cards that I have in one transaction and I feel forced to have to spend my money and what is the point of shopping there if you can’t use what you already have! I feel like this is something that this company should have already fixed on the app and the website and if you can’t hire good technicians to be able to do that on the app or the website then maybe you should change some of the things that your support agents can do and allow them to apply multiple gift cards for one transaction! Not forced customers to have to spend their money so they can’t use their gift cards and their coupons in one transaction! Please get it together because if I can’t use multiple gift cards and one transaction online when there is not a close enough store around me, I will just stop purchasing anything at Ulta, and tell people who gift me things do not buy me ulta gift cards again!.Annoyed088Version: 8.6

.I prefer to purchase my products from Ulta versus Sephora since Ulta's rewards program is far superior in my opinion. Yet, in researching products prior to purchase I primarily use the Sephora app because, again in my opinion, Sephora's app is WAY better than Ulta's. While both apps are user friendly and easy to navigate, Ulta's app is lacking in some areas. Sephora provides multiple photos of products as well as photos of the product(s) shown on different skin tones. It seems odd to me that Ulta would only provide one photo, especially pertaining to items where photos of the inside (makeup bags, etc.) would be extremely helpful! The second most important area would be the reviews section. I, like most people today, always look at reviews on items before I make a purchase, and I ALWAYS check the average star rating out of five. That is something I reference on any and all products I purchase online, and Ulta does not have this feature. Another thing in Sephora's review section that is great is the details they give you surrounding the person who actually wrote the review. You can look for reviews with similar features to yourself and that is very helpful! I hope at some point Ulta will upgrade some of these things on the app so I can use only your app for both research and purchase!.Jennchapman009Version: 5.4.1

It’s ohmeh...It's good! I wish it would take from Sephora and be more descriptive in shades and give more photos and videos to preview products. Also a way to help find shades of foundation that match up to what you could put in a profile would be amazing. Sephora has a skin tone ID system. They also have a skin care system and this helps tremendously when it comes to purchasing products online. Also the sample game needs to be stepped up because Ulta stores are like the Walmart of Makeup stores while Sephora is more akin to the Sephora’s in the world. Ya see Ulta has a lot of catching up to do. I would love to see Ulta succeed and do better but that requires treating your customers like they’re clients not pests off the street. Here’s a major hint. When a lot of people go shopping they don’t flaunt their wealth because who wants to be robbed. So don’t treat one person better than the others. And we all know your butts can afford to give out samples of product and then place it in our profiles so if we enjoy it then we can purchase it. Now I am telling y’all give QUALITY samples. And please hire people who know how to do brows..Manna.elinorVersion: 5.6

Excellent salon serviceToday I came in for my hair color to be fixed from a bad home dye job (ZICRI) listened & asked the whole 3 hour visit. To my great surprise the Balayage color scheme was gorgeous. She offered a hair mask because of the bleaching. Which helped very much. Her performance and customer service was great. I will be back using the salon from now on because of her. On a separate visit as I shop every couple weeks. I came on a busy Saturday afternoon Adriana I hope I am spelling correctly tried helping me with my getting a credit card with y’all. The issue wasn’t able to be fixed but she gave me customer service info. Which did help. She also gave me a small free gift for my inconvenience which I was surprised with pleasure about. She was very upbeat and happy. She’s been working several times I’ve been in to shop and is always a very great help. Actually she goes above and beyond. I couldn’t be happier. Thank you and see y’all soon. This is regarding the Hinesville Ga location. Kindly, Melissa Weathersbee..Mrs.WeathersbeeVersion: 5.7.1

Long time shopper.I have been shopping at ulta for years and I like the app when I'm unable to go to the store or I want to have the order ready for me to pick up at the store however it has been awful lately and I've made sure it's up to date. Everyday I have to hard kill the app before I can do anything or it shows an extremely old interface and doesn't let me do anything, there are times where it won't let me add things that available to the cart, the most current annoyance though is there is a 21 days of ulta sale going on and I can't purchase anything. It's quite sad because I have an ulta 10 minutes away from me but a few weeks ago there was a fire inside and now it's closed temporarily so the next closest one is 45 minutes away so I would love to use the app, especially during the sale so I can take advantage of the prices but once everything is added to the cart, it won't do anything. It won't let me check out no matter what so I can see the sales but I can't do anything else with me. It is quite frustrating..GwenramonVersion: 8.3.2

Great but the delivery is horribleOkay so Ulta is literally amazing. The best makeup app in my opinion and all that jazz right. But the problem lies in the lack of care in the delivery process. The terrible delivery company “Lazership” makes using Ulta a little less appealing honestly. I ordered a package a while ago and I was SO excited for my delivery to arrive. The ulta app had said that it was on its way and should be at my home that day. Keep in mind it was already 7 PM at this time. I waited and waited and NO package. Then I did a little research about lazership and wow what I found was shocking. 1.3 STARS AND HORRIBLE REVIEWS!!! ULTA WHAT ARE YOU THINKING!? You are such a great company! Why RUIN your reputation with such a horrible delivery company. Continuing on what I found, I discovered that lazership does not even deliver past 5PM!! Why claim that my package will arrive that day when lazership has closed already. All in all, I am so disappointed in both Ulta and this despicable delivery company. Ulta do something about this immediately..Emily GanzalesVersion: 7.5

I hate going to ulta, so i got the appI love shopping but i would dread going to my local ulta, the line was always CRAZY long and i would see why when i would get to the cashier and they are (probably forced) to ask you all your personal information EVERYTIME. I had an account with them but for some reason my phone number was never enough, theyd ask for my email and address; every. single. time. Does that not make anyone else uncomfortable? Announcing your address to the whole store while making everyone in line wait for that lol?? So i caved and downloaded the app just so id never have to experience that again and i cant tell you how happy i am that i did!!! There are RIDICULOUSLY good sales exclusive to the app. Something good is always 50% off and sometimes they're value sets not sold in stores. And if i ever do decide to go in store shopping again i can just use the barcode in the app for my ulta points instead of having to tell them everything over again!! Im so stoked!.Mieh6969420666Version: 6.9

Poor online set upI have been a long time buyer at Ulta and frequently use the app to browse, search specific product reviews and make purchases. Today however, Ulta lost a purchase. I received two gift cards as Christmas gifts and wanted to use them today to make an online purchase because the closest Ulta to me is 10 miles and the weather is horrible. While trying to make my purchase, I notice that it won’t allow me to use more than one gift card towards my order. Thinking that maybe customer chat support can help, I reach out to them. TaylorW is who I receive as a chat support tech and when I ask if there is a way they can help me use more than one gift card, I receive the response of “sorry, the site does not allow for more than one gift card per order.” Then I proceed to inquire as to whether there is a way I can transfer the balance of one gift card to another to ultimately give me one gift card to use and the response was “sorry. We don’t have a way to do that either.” Well, thanks for nothing Ulta. Your site support is less than helpful, your ability to make purchases online using gift cards is laughable and you just lost a purchase today because of the inability and inadequacy of your site. I do hope you update your site and allow for more than one gift card to be utilized and/or for the ability to merge gift cards so that a customer can make a purchase..Ptness247Version: 5.7.1

My new go to beauty needs store at my hole!!I adore Ulta Beauty!! It is where I go should I find I am running low on anything because Ulta Beauty has it!! Ulta also has beauty rewards that give you rewards each and every time I shop Ulta. These points add up, too!! So I can get, Smashbox, Too Faced, Estée Lauder plus so many more product like Urban Decay, and Mac. It’s just too easy too as long as I don’t get addicted and defeat the purpose!! I’m good to go. I’m hear to check the status of my order which anyone whom has ordered a product or products. I cannot say enough for this app. All the prices seem to be at or below retail cost. It would be great if they could by in quantity so they can pass the savings on to their customers. But you cannot always get that what you wish for. So all in all I gave Ulta a five star rating because Ulta deserves it!!! Keep up the good work and send those samples because I have purchased each of them!! Thank you Ulta for the great customer service!! My hat’s off to you!!.TerriTerriQuiteContraryVersion: 5.6

The Ulta app makes it easy to find what you are looking for, and more!Ulta’s app, makes it very easy to find what your looking for and gives you access to all the info you need. You can look at your messages from Ulta, and check to see special offers, which are usually more,mthe higher your tier is. You also can see certain items that are double the points or triple the points, that you may have already thought of buying. Your points are shown on the screen, and as a diamond member, I can tell you they add up real quick. The app is overall very user friendly, and have the Ulta coupon(s) for that month, in case you lost your magazine or do not receive them. I can go on and on about how awesome this app is, end up writing 10 long paragraphs and still forget 25 things If you love shopping at Ulta you should definitely go download the app and see for yourself!! I bet you won't be disappointed!.GIANNA ROCKS PINKVersion: 6.1

Enjoy the brow bar, not the skin bar so muchI look forward to going and getting my brows waxed/plucked. However, my last visit will be my last visit, to that particular store. Novi. I dared myself, to try out their skin bar. Last month, and while getting a microzone facial, I couldn't help but notice this woman did not wear any gloves. I could feel her gel overlay nails on my skin. Not to mention, my skin is highly sensitive already. I'm sure this didn't help. My parents brought me to my appointment. I'm physically disabled, my speech be delayed and quiet- but I'm 100% cognitive. I had my aunt call the store on my behalf to complain. And, I see it's going to be my word vs. hers. Because she wondered why my parents didn't call? Their recommendations were "just don't go back" and why am I just now having my aunt call? Because it took a whole month for my face to heal. She left black scabs over the blackheads she should have extracted..Danni ChrisVersion: 5.0.1

HOW CAN YOU NOT LOVE THIS APP?Not only do I love the app but I absolutely love the store! They literally have everything I need and want... from the latest perfumes,the hottest trends in make up, hair products, styling tools, one of my faves is nail polish 💅🏽(they even had a special OPI LIMITED EDITION HELLO KITTY SET WHICH TO ME WAS LIKE CHRISTMAS)....bath soaps and loofahs....AND REALLY I BARELY EVEN HIT ON HALF OF WHAT THEY HAVE AND HOW MUCH FUN IT IS JUST TO SHOP THERE-and ONLINE!! (WITH A FRIEND IS BETTER and I'm 42!) WHOOT! 💄💋 I have not yet tried the salon 💇🏻 or had a make over but I hope to! IF ANYONE HAS HAD A HAIRCUT AT THE SALON, please leave it in your feedback please 🙏! I'm really picky about my hair and I'm sure everyone can relate to at least 1 hair stylist that said, I'm just GOING TO DO A TRIM about an inch and you walk out without any hair!!! Anyway-APP is great! Love the variety of name brand products, I DON'T LIKE HOW SOME ITEMS ARE A little pricey BUT I can't think of anything bad to say ⭐️⭐️⭐️⭐️⭐️ 💛 I LOVE ULTA 💙.Crazi4HelloKitEVersion: 7.3

A 100% Happy Customer!!!What can I say🤔😲😍 I love you Ulta 💕 great prices...great customer service and wonderful brands that make every woman feel beautiful and not feel bad about their appearance 😊 thank you Ulta because when I was ill 😷 I would shop for makeup 💄 there at a reasonable price and would feel beautiful even though my battle was rough... Now God gave me another chance in life and I continue to visit you to get dolled up🙏🏼🙌🏼✨😃😍💄✨. *Makeup can really change your feelings sometimes because when I was ill 😷 I honestly felt like the ugliest living thing on earth I was 20yrs old,5”4 and weighted 86lbs sick and useless due to my illness then I found Ulta and felt pretty again after buying some makeup that would make me feel alive even though I really thought I wouldn’t ever make it. Sorry for the long info but (Once again THANK YOU ULTA FOR THINKING OF ALL WOMEN AND CHANGING LIVES).💙.TR MerrickVersion: 5.1.1

They need to add all the services to the booking featureEVERY TIME I need to book a brow bar appointment the process is long and tedious because they never have the brow appointments available when you actually are ready to book your appointment on the app. Brow services, and their starting prices, are listed under services but as soon as you go to the booking feature everything EXCEPT brows is available for selection. So I end up having to call which is EVEN MORE FRUSTRATING because you just get put on hold and bounced around and it’s not the best experience if you happen to get someone on the phone who isn’t the friendliest or may be having a rough day. It seems like such a simple thing but Ulta still has yet to figure out that if you’re going to list all of your available services on the app then you need to make the app user friendly enough for your customers to actually book ALL of the services they partake of. PLEASE FIX THIS! It’s too simple a thing to STILL not be addressed. Thanks in advance..Savage and AnnoyedVersion: 5.2

Great but needs better search resultsLet me just start out by saying i love this app. as an ulta employee, i always recommend it to customers who like to know what deals we have going on, like to know their points balance, and like to know earrings on certain products. it also comes in really handy when i’m with a guest trying to find a product that they don’t quite know he name of, but know maybe the brand or product type (lip gloss, face cleanser, etc.). despite all these positive things, there is one thing i struggle with when it comes to the search bar feature. despite looking up items and sorting them by “relevance”, i get a bunch of products that are unrelated to what i looked up. for example, when looking up “lip oil” in the search bar, i got results for a bunch of cream lipsticks, lip glosses, and lip balms before i came across a single actual lip oil. not every search is like this, but when it happens, it’s difficult to search through the long list of unrelated products to find what i’m looking for. i’m going to guess what happens is that it pulls search results that include the words i type, whether rose words come from the product name, ingredients, description, or wherever else altogether instead of doing it in an ordered list such as product name title first, description second, and ingredients third. i could be totally wrong too but 🤷🏽‍♀️. is there any way this could get fixed so products are more accurately sorted by relevance?.Lib55Version: 6.3

Ulta Addict hereWhat can I say? I absolutely love it. The features are really nice ie filtering, category selection, fun quizzes, search bar, and a free membership that alots points towards money off/towards a future purchase. Once in awhile it will re-make me log into the app. Not too bothersome, slightly annoying though. I don’t care too much for paying for shipping for purchases under $35/usd when I know Sephora’s been doing the last year for free. Not necessarily an app issue though more like a business/company/brand issue. Anything you buy above that does get free shipping. I love that you can contact support through the app for questions, advice, or customer service. A huge plus in my book. Simplified layout, that makes it nice to enjoy the best out of a shopping experience. Side note: returns are sent back per your expense, but exchanges are free when in-stock.SeriphNoxVersion: 7.6.1

Coupons and birthday giftWhen I opened my app and saw Ulta was giving me a birthday gift, I was excited. Then I realized I had to buy something to get the gift. After deciding to buy my husband something I was going to pick out my gift. I tried to see what was in each group or get a description of the items but page wouldn’t increase the size so I could see what was being offered. I went ahead and picked out my husbands stuff and now the bday offer won’t load and my $15 off $70 purchase is not showing either. I’m so frustrated I doubt I’ll finish this order or ever order from Ulta again! Maybe Ulta will care enough to contact me and fix this order and possibly give me an additional discount. A company this big should have a professional network administrator who is responsible for ensuring these problems don’t happen..SmhughesVersion: 8.3

Best App Ever - Take My MoneyWhat can I say? It’s where I spend my money. I absolutely love Ulta. The points system is incredible. 2000 pts = $125 of whatever products you want! Diamond members always get a minimum of 1.5 pts per dollar spent. Sometimes I get 3x or 5x the points. There are even 10x point events/products throughout the year. Using their Credit Card gets you an extra point per dollar spent as well. Do the math and see how quickly these beauty rewards add up. Plus, the app itself just keeps getting better over time with their continuous updates. The shipping is always fast and free (if you spend $25 or more as a Diamond member.) I just can’t say enough about them. You can afford to use prestige brands if you just shop the events and save up your points. The longer you save, the more value you get when redeeming your points 😘.Snowbunny83090Version: 6.6

Make checkout process easierI’m able to easily access the products that I’m looking for easily, however locating where my coupon offers, and having to enter my customer account number has been a process... I’ve been attempting to place an order for almost a week, and still haven’t because I had to search for all this information to complete my order. I either became bust or distracted in the process by life, so still haven’t completed my order. I have the app on my phone, so I feel that I should just be able to go in, choose the items I need, have easy peasy access to my coupons/offers, account information, and be on my way. My hope is that all access to coupons and customer number would be saved for easier checkout..NYLHOTTIEVersion: 6.4.1

Love Ulta, but the app is unintuitiveRegarding the UI, compared to the website it is really difficult to navigate. When using filters, you can’t select items within a broad price range, say, I might want to do from $1-$100. However, you can’t do that. You must pick from categories such as $0-$10, $10-$20, etc etc. And you can’t select multiple at a time, or it offers a weird random one. And you also can’t select multiple filters at a time, you have to select one at a time, go back into the filter menu, even within the same category that you’re trying to filter. AND you also can’t deselect single filters, you can only clear all of them! I will definitely not be using the app for casual browsing, which is a shame, because most people spend more time on their phones nowadays, which might make for more business. Only if I have something specific in mind will I be using the app unless the UI, and especially the filtering system gets an overhaul..Jxd20Version: 7.0

AnnoyingThere are genuine issues with this app. The “search” is almost completely useless. Sometimes even if you search the exact brand name and name item you’re looking for, it won’t come up and will have hundreds of ridiculous recommendations that are sometimes completely irrelevant. Adding to your “loves” category has not worked for almost a year. I usually liked to use it to remind myself of everything I’m getting in a trip but I haven’t been able to add to it for a while. Now I just use the cart. If you leave a normal, bad review for a product sometimes it won’t get posted for whatever reason. But then there will be reviews that aren’t even for that product on there, or ones that have been transferred. While I do think that if you shop at Ulta you need the app, it’s been extremely frustrating lately. It’s really convenient to have access to what they sell and see the ingredient lists for everything when finding new products to use. There’s also always a lot of deals that are sometimes only available within the app. You can prepare for your trips to the store with the app by checking and making sure your rewards and coupons are redeemed. They also can’t decide if they want to allow the user to see how the points system actually works so they keep changing it in the app..NonicknamesareleftanymoreVersion: 8.5

Please READ!! ImportantHello! My name is Crystal! I have been an Ilta shopping fanatic for two years. I have always had a high status of being a diamond member. One day I contacted Ulta about damaged products and they kicked me off of the online site. I am not able to purchase a single item online. If you asked me what I thought of Ulta a week ago, I would tell you it’s my hobby! Now I am absolutely crushed. They have gone through hoops to assure I cannot shop online with their site. I cannot receive an explanation for why. They just told me all purchases must be made through the store. I am not the only one they have done this to. After doing my research, I am finding many people just like me. They have been banned from shopping online. I love the store but will be switching to Ipsy, birchbox, and Sephora..MrsSmith061811Version: 5.7.1

Not many sales on name brandMy review is more of a suggestion than anything bad or good. It would be nice if you would put the name brands on sale or include them in with coupons. The coupons and sales could be better. The main suggestion is to put the Ulta brand next to the name brand so than we can try those instead. For example if I like bare minerals and Ulta has their brand that is synonymous to bare minerals place it next to the brand name and offer sales the current coupon of 3.50 cannot be name brands and you have to spend a certain amount which does no one any good ! That needs to be reconstructed and if the Ulta brands are labeled same as the name brand and / or near them I would try them. The only complaint is the coupon it’s an insult the way it is structured! Thanks hope corporate reviews this suggestion and implements the same as name brand. All the Ulta products I have tried are really good just no way to know which brands they are similar to..Lori clemonsVersion: 5.6

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Ulta Beauty: Makeup & Skincare Negative Reviews

Serious flaws with the credit card/online orderingI love Ulta! I used to love that items could be sent to me from there. Over the past few months I have had every order rejected. After several (I believe 3 could have been 4)messages sent inquiring why my orders are continually rejected. Yes I have money available, card is active, no holds, stop payments, or any logical reason card services can find as to why, I cannot order online or the app. I am unable to go to a store for many reasons including some items are only available online. I spent 1 hour and 18 minutes on the phone and hold. I was transferred to 4 different people. Only sort of answer was to many identities. I have toddlers not teens, my husband doesn’t use Ulta, etc. I asked what this means, they cannot answer, they don’t have the details, support team might find something we will email you, no fraud department either. One person had me place an order just to test what happens with the card. Goes through on card services end but is immediately canceled via the app. There is no one who can help. Beware the app. It may decide you can’t order anymore, and no one can give an answer outside of 5-7 business days please reach back out if not resolved. All responses via messages and two people I spoke to gave this answer. 🤦🏼‍♀️ Also last person transferred to answered then radio silence, not disconnected because I waited 10 minutes before I hung up..SjsgshxudnakduvnVersion: 7.5

Frequent Updates poor performance anywaySo tired of all the updates AND you can’t use the app unless you have the latest ios update which is diabolical. Update again today and the app is now slower than yesterday. Plus PLEASE give us a way to filter OUT the UB marketplace items. I want to see what’s new at ulta but I can never do that now because the search results are littered with thousands of products from UB marketplace brands. I want to see what has recently been debuted for ULTA, not the ULTA marketplace and now I can’t. Ugh it’s maddening and don’t even think about trying to navigate the ULTA website. God forbid someone doesn’t want to use an app. The website literally does not want to take your money it’s close to impossible to actually complete a transaction. The Sephora app isn’t perfection but they’ve got you guys beat by a thousand miles. I don’t have to update my ENTIRE DEVICE in order to shop with them. This has been an issue with ULTA for YEARS and it’s legitimately why I have numerous acquaintances who refuse to shop from ULTA. The company is massively successful and pulling in billions of dollars yet the online shopping experience is hands down the worst I’ve encountered. I refuse to buy anything from UB marketplace until you provide an easy way for me to filter those items OUT of my results. Basic app functions but of course it’s not possible. Which makes me think those companies are paying ULTA for the ability to make us have to see their items without being able to filter them out. I’d bet money on it..GTrundlebedVersion: 10.7

What Happened to the Ulta App?What happened to this app? Probably about two or three updates ago the functionality of the Ulta app has really gone down hill. The redesigned app looks nice, but it does not function well at all! I have had so many issues just trying to get products to load. So many times either nothing will happen and I will have to go back a page and try again or I will get an error message. Additionally, while this redesign looks nice, the UX is horrible and has become much more cumbersome to use. Unlike with the older design, the “Saved for Later” section of the cart only loads 20 items at a time and you have to continually push the load more button to see more of your saved items. Furthermore, if you add an item to cart, the Saved for Later list starts back at item 20 and you have to reload and scroll just to get back to where you were before. Finally, the last straw for me to finally push me to write this review is the new redesign when you shop “All Brands.” They took away the alphabet on the right of the screen so you can no longer easily switch between brands. Now you have to either keep scrolling to find what you want or search for the brand name in the search box. Again, not a good update because it has made the whole process so much more difficult, time consuming, and cumbersome. I wish I could go back to the older version of this app because I never ran into any of these issues before a few months ago. Now, with the app making it so much more difficult to shop combined with all the issues with shipping and damaged items, it might be time to move on from Ulta entirely..IftinVersion: 8.2.1

Customer service is abysmalSo - the app is fine. However, if you use it for curbside, be VERY careful. I placed an order for CURBSIDE through the app. Went on my business & checked bc I hadn’t received an alert letting me know the order was ready yet & from past experience it should have been. That’s when the f-ery began. One of the products I ordered had a free-gift promo but it wasn’t available in the store I selected. Fine, I didn’t want the free gift anyhow. But the app/their system will automatically switch curbside orders to shipping in those instances rather than giving the CONSUMER the option like every single other major retailer I use. Shouldn’t be that big of a deal. We’re talking maybe 2 hours between the order being placed & me realizing the screw up. I call customer service & I’m told there’s nothing they can do. Can’t issue a refund. Can’t cancel the order. Sorry. Better - I moved recently & hadn’t updated my shipping address because, again, this was for a CURBSIDE ORDER so it’s now being shipped to an old address 2 hours away. It took them THREE DAYS to process and get it in the mail, but in those 3 days they were somehow unable to cancel, redirect, or anything else. IF the carrier knocks on the door and asks if I still live there (sarcasm) then it will be returned to Ulta. If the current homeowners are honest & drop it of at UPS as undeliverable I’ll get a refund (unlikely) other than that, sorry. So cheers to the current occupants of my old home, I’m sure they’ll enjoy the $100 of product I never got. Good thing everything I use is available at other retailers..IHateUltaCSVersion: 7.0

Horrible App customer service**Update**…there is no update, because no one from Ulta EVER responded to me, and they never will. Ulta NEVER takes accountability when they are in the wrong and when they have messed up. I want to know what was wrong with my account all those months ago, and they REFUSE TO TELL ME. What a horrible company. A couple months ago, I wasn’t able to place an order through the app. I reached out to Ulta’s customer support through the app, because they have that as an option, and I asked if something was going on with the app. They told me my order”financial institution” was the problem. No it wasn’t. I asked several more times for real answers, but got none. So, I went to the BBB. THEN, I got a response and after several more “attempts” from Ulta to “fix” my account, I can finally again make purchases through the app. I again asked for an explanation of what happened, but then they gaslit me, and ultimately ghosted me. I never received an explanation, when all I wanted was answers on why I wasn’t able to make a purchase all that time. I find this extremely disrespectful and insulting to customers who spend a ridiculous amount of money every year to keep a “diamond” status. I have asked several times since this happened, have placed several negative reviews about this app….and still have yet to hear a word from Ulta..Angie.83Version: 10.7

Zero SecurityOn Wednesday the 24th I got an email saying my address information on my online account was updated. I didn’t do that so I immediately logged in and changed my password thinking that would kick anyone logged in out of my account. They don’t have a button to log out all devices. I got another email saying an order had been placed and called as soon as I saw it. Customer service told me they couldn’t kick the other device(s) out but would escalate it and would have someone call me that could. They also flagged the order as fraud and told me my rewards points would be returned. Imagine my surprise when I received another email the following day that said my order had shipped. I called again and they told me they could see the order had been marked as fraud but they don’t always cancel flagged orders?? They assured me my points would still be returned (which really isn’t my main concern at this point) and someone is still going to call me about kicking the other user out. The order delivered on Friday so I hope the thief enjoys their Dolce & Gabbana Light Blue for men 🥳 4 days later and someone is still in my Ulta account as far as I know so even if they do return the points, nothing is stopping them from using them again. I guess the moral of the story is switch to Sephora 😂.Kaitlyn McKernanVersion: 8.8

Not happyI ordered during Black Friday. I was never notified that my package was delivered! When I called to let you all know about that, I was send a picture and my package was delivered to the main road in the back of my apartments next to the call box. I don’t know what carrier you all used, but they did not do their job and just left it and I had no idea that it was there. While I was on the line, I was told that I could get a gift card rather than me having to wait for my refund being put back on my card so that I could purchase the same two items again. I was also told that I could get the honored price as the perfumes that I purchased were 20 something dollars more now and during that call my call dropped. I had to call back. I spoke to someone different. They notified me that they could not give me a gift card and that I had to have that refund put back on the original card that it was bought with. They also could not confirm giving me the same price for when I purchased those initially. Very disappointed in this as these were gifts for my daughters for Christmas and rather than fight with anybody I just asked for my refund and I will no longer be a customer at Ulta..Bryant AshleyVersion: 10.7

Illegal stuff and I can’t orderThis app used to be the best and then they went and changed it. Now, I’ve been using the same shipping address for over a decade when ordering from ulta. And suddenly my address isn’t valid anymore. So now I can’t even order! Coupons don’t work either. And I used some points ($35 worth) and it deducted almost $100 worth. Also, I placed an order with a beauty steal and other items using a coupon. To my surprise, the coupon worked (for once). When I placed the order it showed I got the price of the beauty steal and the coupon discount applied to the other items in my cart. I screen shotted the final order after it was placed because it wasn’t showing my order history in the app (another issue). Sure enough, after I received my order, I noticed they changed the amount of the beauty steal to full price so I was charged a different amount without saying a word or sending me an email. Almost sure this is illegal? Been a diamond member for years but I am DONE with ulta. The nearest location is over and hour away and they don’t carry things I like in store anyway. I hate Sephora but at least they are consistent and don’t have some kid running their app..SamIAmAGreenBayFanVersion: 8.4

Poor LogisticsAddress doesn’t port over to shipment correctly, and coupons aren’t labeled properly. See my story below. Where to begin? On the surface the app looks great. Unfortunately this is not the case. My shipping address is correct in my profile, but once ordered the shipment no longer displays my apartment number. The first time I assumed this was my fault. The order was returned and refunded, no big deal. I double checked my address, re-ordered with a coupon this time (wonderful coincidence) and went back to work. After a bit I remembered to double check my order, and there it was; still missing my apartment number. So I called and asked them to fix this issue. Apparently they’re so fast with orders that it wasn’t possible to fix the issue. Which is awesome if they really are that fast. However, I still will not receive this purchase. I put in a family member’s address and attempted to make the purchase a third time. Well now the coupon is one time use. I look at the coupon and that is not stated anywhere, and the coupon remains in my “inbox” on the app inviting me to use it. This has been beyond aggravating. I have wasted hours of my day trying to fix these issues..ExpbeardVersion: 7.3

Terrible appIf I could get it less than one star I would! I tried to order something several times with several different payment items and it kept rejecting my order, though it took the money out of my account each time. I tried to reach out to Customer Service four times in two days and no one could ever help me to place my order or to figure out what was going on. It was not on my side. My payment was going through and being rejected by Ulta?? I was sent to a supervisor twice at my request because Customer Service had no idea what to do and didn’t offer any solutions. When I was sent to the supervisor and she looked up my account and began talking with me. The connection was lost, and she did not attempt to call me back but had asked for my number prior…reached out to me so I had to call them back… I called back and then was told that no supervisors were available and that they would call me back. They called me back an hour later. I missed the call and called back immediately and then there were no supervisors available. The representative told me that she got hung up on twice from two supervisors when she was calling them so I don’t even know what to think about that. Then, they did email me much later to tell me to call them back??. I did call them back again and was disconnected while they were transferring me. I called back again and twice they couldn’t find a supervisor so they sent out a message to the supervisor and did not receive a call and still haven’t as of today. I lost my free items that I was hoping to get with my large order because they are out of stock. I deleted the app. This was a horrible experience! Now every single nickname I pick is taken so they won’t accept this review. Imagine that. I’ve literally put in the weirdest names and common names and nothing will be taken.Plastic appVersion: 9.3.1

2022No longer supporting a business that treats its employees like criminals. I’ve never worked for this company but I have seen enough and heard from enough former employees of the disgusting practices. There are larger issues in this world that we should focus on rather than assuming a working class citizen is only out to steal from their place of employment. How thoughtless can a corporation be? Ulta takes the cake for being incredibly thoughtless in its loss prevention witch hunt against its own employees. They throw out perfectly good makeup all the time but their own employees can possibly be humiliated in front of customers over a dried up clearly over-loved makeup product the employee happened to have in their personal belongings? As a woman, you won’t catch me without my travel size products that I carry in my purse. If an employer harassed and practically searched/seized my personal property the way they do their employees there would be no need to ever have worked there. Ulta it is 2022. Loss prevention is the least of your worries when it comes to losing your customers, isn’t that what keeps this company going? I’ll support small/local women own POC business before I ever shop at Ulta again..ChelsmystiqueVersion: 7.6.2

Going Back to Brick & Mortar OnlyI’ve had the app for few years. I used it an embarrassing amount for COVID/boredom shopping, no problems, and Ulta gladly took my money. Recently, Apple Pay has stopped working. I’ve tried for several months and end up deciding I don’t actually need the stuff, which is true. When I double click, it spins and returns to my cart. I’ll receive an email saying that my address has been updated for each time I try to use Apple Pay, but the purchase does not go through. Another challenge has been getting hung up in checkout because “items cannot be shipped to my address.” Most companies will flag these items so I can (sadly) remove them from my cart. Not Ulta. I called customer service and the very nice rep said she would check each individual cart item for me. I thanked her, but also let her know this is not how I plan to shop every time. In the end of our 20 minute call, I scrapped that purchase, plan to delete the app so I don’t go through this frustration, and will unsubscribe from emails to reduce shopping temptation. I love Ulta, and will still shop in stores, but you no longer get my easy impulse buys via the app..NickanicknameVersion: 8.6.1

Not a fan of all these 2020 updatesUPDATE 19 August 2023: Again, another update that keeps this app at 2 ⭐️. Saved Favorites are not front and center, so why bother keeping a list of things you buy often or wish to buy in the future? The all-white theme gums too bright and a dark mode would be amazing. UPDATE 20 January 2022: The app remains 2 stars. I don’t love that it doesn’t remember you when writing reviews. I wish you could interact with reviews on app (helpful/not helpful). The in-app Chat with support is awful - if they send a link you click, it kicks you out of your chat, so you don’t get any help. Overall disappointing. The app used to be pink and colorful and worked well. In the last few weeks there have been many changes and some aren’t great. I’m not a fan that the cart/bag moved from the bottom dock to a tiny icon at the top right. I love that my status to Platinum or Diamond is on the home screen but it’s stark and very white now. I like the For You screen displays items previously purchased multiple times but I wish I could remove items I won’t buy again..Oh_That_MLEVersion: 8.3.1

2 weeks later 🙄I will honestly just buy directly from the supplier, from Belk, or from Sephora. I contacted customer Service about not receiving my order and being not being able to track it. They told me they had to wait 8 days. I was contacting them on the 8th day and told them that. So, after 8 days of not receiving my order and the tracking not being updated, I was told to come back in 4 more days if I still didn’t have it. I did and they said my order was lost. I needed this by the 29th. They told me they could reship my items but could not guarantee they would be here on time. So I either waited a week for my money to appear in my account as a refund or just hope the items get here on time. THEN, I check my new order and one of the items I ordered wasn’t even shipped! After all of this, Ulta could have contacted me about a replacement item for the one they didn’t ship unless they blatantly just forgot and offered me free expedited shipping. Terrible customer service all the way around. Again, I only used Ulta for the convenience of buying different brands at once but there was NOTHING convenient about this experience..RolltidetinaturnerwithgayeVersion: 6.9

ScamI was in another state (milbury, Massachusetts)and visited their local ulta for some bits and bobs. I was at check out stand paid with my ulta card for 120$. It Said approved on my end but no receipt would print. . Sales lady calls someone over and they run my card AGAIN! It only takes 11$ off the 120$ total and I tell them again the first transaction went through. They stand around like I have all day and I say ok delete the last 2 transactions on my ulta card and I’ll pay cash so I can get out of here. I get home from my trip and what do u know I paid 120$ on my ulta card and 120$ cash. And now the “dispute resolution “ keeps messaging me that I need to send missing info. Like can’t they see all 3 transaction that happened in my name and wouldn’t they see me on camera doing everything I stated above. I will get my money back one way or another. No one noticed the cashiers drawer 120$ over that day. Like so many things can prove what I’m saying but I need to provide missing information. I’m starting a social media campaign on ulta scam to see how many others this ha happened to. Maybe just in this store but this is too fishy..Kep83Version: 9.0

Recent update makes app obsoleteI’ve used the ULTA app for years and became a Platinum member because the app was so easy to track promotions, save Favorites, and see new product releases. Unfortunately, the recent app update from Summer 2023 has not allowed me to make ANY purchases, add favorites, or use “Save for Later” option during checkout. The app crashes, does not let me check out with Credit/Debit card, AfterPay, or an ULTA gift card making the app obsolete. I missed a few promotions due to this but I waited for it to get fixed or another update to fix the glitches. Once I had to go into the store to buy an item, the shopping experience was underwhelming to say the least, unable to find specific items, out of stock inventory, so I’ve decided I’m just unloading the ULTA application and moving on. It doesn’t serve its purpose and not enough of their customers experiencing this problem for ULTA to care to address it. I’ve tried escalating it but their Customer Service Dept is useless. Nothing is resolved and the problem persists. If I can’t check out, then I cannot buy or make a purchase; simple as that..ⓋⒾⒸⓉⓄⓇⒾⒶVersion: 8.5

Shipping address didn’t update in the systemI moved from California to Texas recently, I usually go and pick up my orders. They didn’t have what I wanted at my local store so I decided to place an order online. Since I recently moved I always check the shipping address because I haven’t shopped online at ulta since I moved. Long story short I updated my address I placed my order and everything seemed fine. Honestly I didn’t check the email that got sent to confirm the order because I made sure to update all my information before placing the order even my credit card and billing address, which I have the email to prove. Anyways, it was time for my order to be delivered check the tracking and realized it was delivered to my previous address, went into the app to check the address info in my account and it was the correct address. Contacted ulta and they said they cannot refund or do anything because it was my fault. Although while I was on the phone they saw my precioso address on their system and me in the app saw my current address. I’m really upset my order is in California somewhere and I can’t get a refund nor my products..Bad shipping experienceVersion: 6.4.1

HorribleI placed an order with Ulta and immediately after placing the order I realized that the address I used was an old address that I had as my primary address. So immediately tried to cancel order or edit it. I then talked to a specialist about canceling the order or shipping it to the correct address. She said I couldn’t cancel the order and that they have to put a request in to someone higher up to re-route the package. First of all, the order was still processing and it says in the FAQ that u can cancel orders an hour after placing it. This was only 10 mins max. She said someone would email about re-routing the package. I got no email and waited a day or 2 and then saw my package was shipped. I then talked to a different specialist about this and she said that their is a request in for a re-rought. Still nothing was done. That being said, my package is being delivered at a different location and now have to go and drive 25 mins out of my way to try and get the package in a gated community in hopes the person who lives there is nice and gives the package back. What an insane experience..Carmenw1Version: 8.5

Horrible ExperienceI am a rewards member and was trying to use my birthday coupon for one free mini item and the $10 off a $40 purchase. Not only did the app not allow me to process my pickup order with the redemption of both offers, but my in-person experience was as awful. The app made me place two separate purchases to take advantage of both birthday offers. It forced me to purchase an item in order to get my birthday freebie. Then, the items appeared as in-stock and available with 2-hours for pickup, but when I arrived they were out of two items that were part of a buy two get one free promo. I asked the reps at the register if that would affect my coupon and grand total. One of the agents replied with attitude saying yes. I asked if I could get them shipped to me or swap the out of stock products for the exact product but different colors. She replied with an attitude saying they would need to be separate purchase and rudely asked what I was talking about when I asked if that were possible or not. It was an embarrassing experience so I cancelled my orders. Sephora would never….Mrscuervo87Version: 9.3.1

Discrimination With AccessibilityWhoever did the UX design for the web to app transition either had zero concept of accessibility or there was a business team/management pushing them to achieve higher number of downloads to the point the designers lost the accessibility concept! I was trying to shop online then I realized I cannot look at any individual item on Ulta anymore! You can look at their collection list but no particular item when you click on each of them! As of right now they force me to install the app by not making the pages for individual products visible on the mobile browser if I am using my phone’s internet browser! This is a form of discrimination in my opinion! What if someone’s phone didn’t have enough storage for an app installation and they didn’t have access to a regular computer? They should have a hard time? Even worse would be if a physical store or a particular item was not accessible to them or they had difficulty to physically shop too? They should be having extreme difficulties for simple online shopping? Wow.AkskzlsmVersion: 7.6.2

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