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    Ulta

2021 CUSTOMER CHOICE AWARD

Ratings On Other Platforms

Reviews.io
3.5 / 5
Corporate Values

Overview

Ulta has a consumer rating of 3.39 stars from 499 reviews indicating that most customers are generally satisfied with their purchases. Consumers satisfied with Ulta most frequently mention high end, beauty products and rewards program.Ulta ranks 10th among Skin Care sites.

  • Service
    70
  • Value
    62
  • Shipping
    62
  • Quality
    54
Positive reviews (last 12 months): 39.7%
Positive
23
Neutral
0
Negative
35
View ratings trends
26
See all photos

What reviewers want you to know

Positive highlights

Critical highlights

  • Customer service obviously doesnt care about the customer
How would you rate Ulta?
Top Positive Review

“My top beauty site!”

Tiffany M.
3/27/22

Ulta is the best site for me in terms of beauty products. With sales, promos and discounts that happen at least every other day, what's not to like? I've purchased so many amazing products that I've been bumped up to Platinum status which comes with some amazing perks like 5X the points, birthday discounts and exclusive access. Plus, customer service is available in more ways than one and I've never had an issue with a product that couldn't be fix.

See positive reviews
Top Critical Review

“Horrible customer service”

Rob S.
8/25/21

Horrible customer service. I will never buy from them again. I emailed back and forth 5 times with specific question about fixing an order or getting a store credit for a free accessory and they cannot answer a question or even acknowledge what I'm asking. They clearly cannot understand English. I wanted the free item that was missing or store credit. They never addressed either question. Do not buy from them. I will be returning the product.

See critical reviews

Reviews (499)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (90)
robs682
1 review
4 helpful votes
August 25th, 2021
Verified purchase

Horrible customer service. I will never buy from them again. I emailed back and forth 5 times with specific question about fixing an order or getting a store credit for a free accessory and they cannot answer a question or even acknowledge what I'm asking. They clearly cannot understand English. I wanted the free item that was missing or store credit. They never addressed either question. Do not buy from them. I will be returning the product.

Tip for consumers:
Customer service does not understand English. I asking specific questions in 3 separate emails and they never addressed them. I gave up.

Products used:
Returning because they would not provid free accessory.

Service
Value
Shipping
Returns
Quality
andreab663
1 review
5 helpful votes
August 7th, 2020

I placed an order online and after three days of it having "been delivered," I contacted customer service. They said they wouldn't refund or replace the order since it had been marked delivered to the correct address. I demanded proof, and they sent a picture from their tracking company of my package left on a pile of trash, which was obviously then thrown away by refuse collectors. Ulta still refuses to refund my order. I would never recommend anyone purchase from them online.

nijam
1 review
3 helpful votes
December 7th, 2021
Verified purchase

I ordered a bunch of items worth a lot of money online for gifts, ulta has still yet to refund me my money or even send out my package that I still never received. The customer service is horrible when you call. Still waiting for them to investigate my stuff and I just keep waiting and waiting even after paying for all my items. I much rather shop at Sephora they are a lot nicer.

Tip for consumers:
Ulta is horrible

Products used:
Cosmetics

Service
Value
Shipping
Returns
Quality
carriev71
1 review
3 helpful votes
September 16th, 2021
Verified purchase

Customer Service is unable to correct online order delivery issues. Carrier shows package is lost and customer service representative indicated that nothing could be done until after 8 business day time period had passed. No deviation or correction could be made and was told that manager would reject any attempt to escalate issue. Ulta indicated they have no ability to contact third-party carrier.

Tip for consumers:
Do not recommend online purchasing for anything you need within a certain timeframe. Shipping/delivery is unreliable.

Products used:
Did not receive any of the products.

Service
Value
Shipping
Returns
janes171
190 reviews
365 helpful votes
September 17th, 2021

Overpriced and not customer friendly.The first time they screwed up my order it was fixed right away with no drama, the next time they screwed up it was an ordeal.My points are expiring? I earned them. Any company that lets/makes peoples reward points expire only cares about money, not their loyal customers. Just like at many locations, the employees are either snobby/rude or ignore customers. I will purchase from ulta if I can't find what I am looking for somewhere else first.

Tip for consumers:
Don't use or frequently use shopping sites that don't allow you to keep you earned reward points.

Products used:
skincare

Service
Value
Shipping
Returns
Quality
sabrinas255
1 review
4 helpful votes
April 22nd, 2021

Worst customer service! False advertising of delivery time (not due to a delay, just advertised fraudulently) and when i requested a refund for my expedited shipping they refused! I provided documentation (screenshot) of the advertised shipping and they still denied me a refund. I will NEVER shop here again! Disgusting!

Tip for consumers:
Shop somewhere else!

Service
Value
Shipping
Returns
Quality
tiffanym157
7 reviews
9 helpful votes
March 27th, 2022
Verified purchase

Ulta is the best site for me in terms of beauty products. With sales, promos and discounts that happen at least every other day, what's not to like? I've purchased so many amazing products that I've been bumped up to Platinum status which comes with some amazing perks like 5X the points, birthday discounts and exclusive access. Plus, customer service is available in more ways than one and I've never had an issue with a product that couldn't be fix.

Products used:
Beauty products such as lip gloss, blush, eyeshadow palettes etc.

Service
Value
Shipping
Returns
Quality
kalac7
1 review
4 helpful votes
September 25th, 2020

Disappointed. I went into Ulta in Albuquerque off of Paseo Del Norte last week and I was ready to drop some bills. I went in looking casual because during Covid, I wear sweats every day. I picked up a new pallet from Urban Decay and walked around looking at other stuff. The security guard and an employee kept following me around and I came very close to telling them off. I think it is rude as hell to judge someone and I will not be going back. I will go to Sephora.

bellac
13 reviews
50 helpful votes
December 10th, 2020

Love Ulta! I've been a platinum member for many years, and their rewards program is awesome. Beats Sephora out of the water! Love redeeming 2000 points for $125 off. I only wish the diamond level was easier to achieve. Sephora Rouge is $1000 spend/year, but Ulta Diamond is $1200 spend/year. I always fall just slightly short. Customer service is great (only contacted once or twice since I virtually have no issues).

saras1279
1 review
1 helpful vote
March 9th, 2022

First time I ordered from ulta online, I received an email two days later saying "sorry we could not fulfill your order" and that's it, no follow up on why or which items (why was it even listed on the website) lol but whatever nbd. I ordered again a few months later, and shipping was a horrible experience. No one could track where it was, they kept telling me to wait a few days, I kept calling back and still no resolution. Never received it lol.

Service
Shipping
andreas1504
6 reviews
1 helpful vote
February 9th, 2022

I really like the MORPHE pallet I got from ULTA. I have bought from ULTA online and I have been in the store many times. I have always had great experiences and I will continue to shop online and in the store. I do wish that the price tags were easier to find in-store but other than that, shipping is fast, employees are friendly, and most importantly they have amazing products with a huge variety. I definitely would recommend buying from ULTA Beauty stores.

Tip for consumers:
They have good deals and the points you acumulate also help :)

Products used:
Eyeliner, Mascara, Eyeshadow Pallet, Chapstick

Service
Value
Shipping
Quality
angelicar252
7 reviews
2 helpful votes
November 22nd, 2021
Verified purchase

I had purchased a few items online and unfortunately chose the wrong colors in foundation, concealer and eyebrow product, I had contacted customer support and they were quick to help and I was able to get a reship of my products and do an easy return transaction, I would recommend them over any other makeup companies such as Sephora and Mac, which in my experiences have been rude and unhelpful

Service
Shipping
Returns
Quality
velvets5
2 reviews
0 helpful votes
February 2nd, 2022
Verified purchase

I order skin care and makeup from on line mostly. www.ulta.com is my go to. They have both high end and drugstore (or comparable price point). The have the best rewards program it's is so much better than Sephora

Products used:
Elf products and Ultabrand items.

Service
Value
Shipping
Returns
Quality
roddk
3 reviews
9 helpful votes
November 5th, 2020

This place must be good because my wife walked in... 45 minutes later came out with 2 bags and a receipt for $250. Haha. I'll remember to go in with her next time. I am writing this review because my wife said one of the women that helped her (Trisha?) was very wonderful and super complimentary. She helped her find the shampoo and conditioner that would be best for her hair. My wife walked out in a very good mood. Thanks ulta!

kimm1012
1 review
6 helpful votes
September 24th, 2020

I used to order from Ulta a lot and never had any problems with shipping until they apparently changed the carrier they use. No one knew where the package was, could not get a hold of the carrier (lasership, never heard of this ever) and they had the audacity to ask if I wanted my refund in an e-gift card! Nope! I closed my Ulta credit account, asked for a refund back to my card and will be shopping ONLY on Sephora.com. I understand shipping is crazy with COVID right now but at least use a reputable carrier! Lasership is not good!

paulh1207
3 reviews
26 helpful votes
February 4th, 2020

I'm from an older generation and shopping online is not something that comes naturally to me nor is it something I'm comfortable with but when I found this company it gave me faith in the whole ordering product online issue I was having. First and foremost, they have a phone number so you can call them, of which is exactly what I did. Their hours are limited and they were not open when I called so I left a message wondering if they would really get back to me.
Good support

brittanyc202
2 reviews
15 helpful votes
August 13th, 2020

I have been purchasing makeup and skincare goodies from Ulta for a few years now, even have a card. The website is kind of weird to use, but I always manage. Shipping has been quite slow but due to the current pandemic, I do understand. A website overhaul would be great for them, as I don't really frequent my local store as I've only received horrible service the last few times I went.

lb648
1 review
3 helpful votes
August 20th, 2020

I'd give negative stars if possible. Horrible. Website doesn't work properly and customer service reps are beyond horrible. Spent over two hours trying to order shampoo. Ended up making 9 (yep you read that right!) calls to customer service because I either got disconnected or their suggestions were useless. Finally got it to work on my own but still can't keep them from saving my credit card info. At their prices, you should be able to at least get descent service. When I asked to speak to a supervisor, I was told there wasn't one. Maybe THAT'S the problem!

heatherh1031
29 reviews
12 helpful votes
November 1st, 2021

I love Ulta! The only reason I took a star off is because there are some high end brands that they just don't carry. Things like Gucci for example. Their rewards/points system is awesome, perhaps better than Sephora's however they don't include samples/free promo items like Sephora either. Their customer service is definitely better than Sephora's and they're much easier to get in touch with. If you're looking for great makeup/haircare- general beauty supplies, I recommend Ulta. If however you're looking for more high end, you're best bet is they brands website or Sephora.

Tip for consumers:
The coupon codes you're sent are usually not very beneficial as they only apply to Ulta's brand not anything else

Products used:
I have purchased quite a bit of cosmetic products, beauty tools, and even hair care.

Service
Value
Shipping
Returns
Quality
nicoler202
5 reviews
31 helpful votes
February 4th, 2020

I love shopping at Ulta and have had great experiences shopping there. The employees were very nice and helpful. I didn't feel like they were following Me all over the store, like I've experienced at other places. Going in Ulta is like walking in a makeup world, everything is so organized and beautiful. I like that Ulta has a wide range selection of Makeup, Beauty, Skincare and Hair Care Products that they offer. Not only do they carry High End Brands but they also offer Drug Store Products as well.

evelyne100
1 review
2 helpful votes
June 16th, 2021
Verified purchase

They put items in your cart and call it a "gift" until you pay and then it is charged. Customer service won't cancel the order that was placed 5 minutes ago. Sad and sorry experience. Stick with amazon. At least they will make it right.

Tip for consumers:
watch your cart. They add things and charge you for them.

Products used:
moisturizer.

Service
Value
Shipping
Returns
Quality
fiream
10 reviews
16 helpful votes
May 15th, 2020

I recently bought my sister care products in Ulta as a gift for her birthday. She was very excited about my present. Moreover, I finally guessed with the gift, because she was usually not very happy with what I bought for her. And on that occasion, I decided to leave a positive feedback. According to my sister, the cosmetics are just great, suitable even for sensual skin. It's mom's birthday soon, and I already know where I'm going to choose the gift. Finally, I won't have to guess with the "perfect" gifts. That's very helpful :)

biankas3
80 reviews
48 helpful votes
January 2nd, 2021

I'm a huge fan of Ulta and I'm also slightly addicted. The variety of things is huge and the convenience is just awesome. I can browse online at all they have literally for hours. I've spent hundreds of dollars and have not a single complaint about them.
Cosmetics and perfume galore among so much more too. I know that I haven't even touched the surface of seeing all that they have but I definitely look forward to exploring and finding out.
Every woman should check out Ulta at least once! I've bought so much stuff from there that I can't take a picture of all of it so I'm paying just a couple of items I recently got such as eye masks, lip masks and moisturizing hand gloves.

Tip for consumers:
Get lost and have fun!

Products used:
Cosmetics

Service
Value
Shipping
Returns
Quality
irfhank
2 reviews
15 helpful votes
April 9th, 2020

I am from a more established age and shopping on the web isn't something that falls into place without a hitch for me nor is it something I'm OK with however when I discovered this organization it gave me confidence in the entire requesting item online issue I was having. Above all else, they have a telephone number so you can call them, of which is actually what I did. Their hours are restricted and they were not open when I called so I left a message thinking about whether they would truly return to me.

paulaa14
2 reviews
9 helpful votes
August 10th, 2021

I bought something online from this customer and it was 10 days late getting to me. Then when I get it it is the wrong item so I sent it back. They wouldn't refund my money so I filed a claim with Paypal. I finally got my money back but in return they made it where I cant order anything on line at all. How rude! It wasn't my fault they made a mistake. That is not how you treat customers. Thanks for nothing.

Products used:
None

Service
Shipping
Returns

Q&A (7)

Answer:

It's not that the prices are particularly higher than anywhere else, it's that the products they sell are very high end and nowhere except like Marshall's etc has any of those brands for less. So I'd say yes they're all worth the money. Some brands are better than others depending on personal preference but they also have a rewards program that's free :)

By Ashton M.
See more answers (2)
Answer:

Their perfumes (edt and edp) are real and quite good!

By Heather H.
See more answers (2)
Answer:

If you're asking about Ulta's brand, you can only buy it at Ulta. Other items can be purchased through other retailers. However, you have to really dig to find anything cheaper than Ulta. Especially during a sale and with a coupon.

By Alyssa S.
Answer:

I have not. I have sensitive skin and try to stick with Vegan and cruelty free products.

By Brittany P.
Answer:

Many companies have this policy. Probably because they allow returns at their stores very easily. I usually just place a new correct order, and return the incorrect order. Sometimes if you call customer service, depending on the mistake, they can fix it for you.

By Alyssa S.

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About the business

ULTA Beauty offers customers prestige & mass cosmetics, makeup, fragrance, skincare, bath & body, haircare tools & salon. BareMinerals, Smashbox, Murad & more.

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