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Ulta Beauty Guest Services complaints

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1000 Remington Boulevard, Suite 120
Bolingbrook, IL 60440 | Get Directions

(866) 983-8582

http://www.ulta.com/

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Total Amount in Dispute:
$3,408.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to one complaint presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

22 complaints against Ulta Beauty Guest Services closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
1	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
21	Unanswered

22 complaints against Ulta Beauty Guest Services

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2/24/2025

RESPONSE: Complaint was not answered Amount in Dispute: $133.00 Amount Settled: $0.00

Customer Complaint

1/29/2025

I noticed a hacker trying to get into my account in real time so I contacted customer service immediately. They told me that an order attempted to be placed and was cancelled and that my complaint would be escalated to the "internal team" and they suggested I change my password. Well in the meantime while I was chatting with customer service they were able to change the email on my account so now I can't access it at all. My payment information is saved to the account and I can't get in there at all. I tried contacting customer service again and they once again told me to wait til I hear back from their internal team. This is unacceptable. No timeline and no resolution. Resolution Sought I would like the business to give me access back to my account and restore funds for any orders placed on my account while I'm locked out of it. Thank you.

2/25/2025

RESPONSE: Making a partial refund Amount in Dispute: $154.87 Amount Settled: $0.00

Customer Complaint

1/27/2025

Order was delivered on 12/15/2024 and items were missing. Since 12/16/2024 I have spoken to both the Ulta beauty customer service side and the credit card company side because I use my Ulta beauty credit card to make the purchase. The customer service side did not take my claim seriously enough to start a claim on my behalf . Although they told me that they were and that someone will be reaching out to me . My Ulta credit card opened a dispute on my behalf and then closed it because the Ulta Beauty store responded by stating that they delivered all items to me and they did not open an official claim. I have been in communication with the customer service side of Ulta via email and they are stating that based on the weight on the shipping label, they will not be issuing me a refund . I inquired for them to provide specific details on how this was verified and proof of the items presence in the package and that was not provided. I also inquired about the packaging slip that usually includes but not limited to the items description, unique number , quantity and attached a return label to be shared with me because for the first time , since I have ordered from Ulta , I did not receive a packaging slip. I am very disappointed and frustrated in this process . I have never experienced this with any company , yet alone Ulta . The item I purchased in December was a gift , so when it did not arrive I went ahead and purchased the item with another company and did a Store pick up Resolution Sought Refund me in full.

Company Response

2/25/2025

Per consumer: Thank you for your assistance in this matter. I was able to successfully get a refund after resulting to emailing . For some reason emailing the representatives and then a supervisor was the only way I was able to resolve the issue . Although they did not give me a full refund , I am content with the resolution.

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