4.8746 star

Total 26 Negative Reviews

Ulta Beauty: Makeup & Skincare App Complaints & User Negative Comments 2023

Ulta Beauty: Makeup & Skincare app received 26 complaints, negative comments and reviews by users. Have you ever had a bad experience using Ulta Beauty: Makeup & Skincare? Can you share your negative thoughts about ulta beauty: makeup & skincare?

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Ulta Beauty: Makeup & Skincare for Negative User Reviews

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..Version: 6.4.1

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?.Version: 6.3

Loved The App Until NowI’ve been using the Ulta app for so long with not much of an issue except sometimes when you click on the adverts for something on the Home Screen you’d just get a loading wheel and nothing would load and then you may need to refresh the app or go back if you could. Now my issue is the checkout process. It no longer shows how many points we may be earning by purchasing the items. Umm I would like to know, like I know so many others might. Everyone likes to see how many perks we may be getting in the future whether it be here or on our credit card statements. Bring it back please. And also, as a person who is allergic to Aloe and Nuts, it would be nice if someone could figure out how to filter products out be ingredients. Would save me and others a lot of heartache. Thank you kindly, A.Version: 8.0.1

Feature needs to be added.I love ulta. i have been buying from here since i knew what makeup was. i just recently used the app to purchase a few things and i am extremely dissatisfied. the address on my order was incorrect, so after i had placed the order, i thought “oh, no biggie!” and went to change the address of where my package was headed.. only to find that i cannot change the address once the order is placed. i contacted team members for days, the delivery service, read the help menu through and through, and finally this morning after days of me trying to contact and find solutions, i get a message saying the package is on its way back to where it came from and i would be refunded in 5-7 business days. (so at least a week.) i explained to the team member who contacted me that i needed these products asap and that’s why i had been going through so much trouble for days. she told me this was the only thing she could do. whatever. i wont be getting the items i bought because there is no feature in the app, online, or through a team member to change the address of where the package is being shipped. i really strongly suggest a feature in the app where we can update or edit the shipping address for a package that the customer paid for..Version: 8.1.1

Shocked at good reviewsThe filters are a mess. If I filter 500+ items on sale, and there are 3 categories of eyes, lips, and face, all 3 categories should add up to equal 500+ sale items. Not even close. Each category has like 15 items. I can’t go back a step in the filters, I have to clear them all or start a new search. The search is terrible. I can search for a product by the exact name in the Ulta listing and it doesn’t come up. One filter for “gift with purchase” seriously included every single item. Because there is an online promotion for a gift with purchase for every single purchase. How is that a filter? Last time there was a jumbo sale, I didn’t know until I walked in the store. I had been on the app, intending to place a pickup order and checking the sales. Afterwards I thought, maybe I missed it on the app? Nope. To know there was a sale, I would have needed to scroll down on the main page past virtual try-on, full price advertisements, social media feeds. The store ad, which includes promos, is seriously the very last thing on the page. I was just going to post the problems with the filters and searches, but after seeing that such a terrible app has high ratings, I had to clarify. One of the worst “pretty” apps I’ve ever used..Version: 6.5

The Ulta app needs to be fixed...I have even deleted and re-downloaded and the Ulta app several times and it is still extremely slow and often, my searches will not even pull up the pictures of the products while I am able to do so on the Ulta website if I go directly there on my phone browser rather than using the app. I do not have this problem with any of my other apps on my phone have and my internet connection is fine. In my experience, apps typically work faster than utilizing the website with my phone browser which has not been my experience with Ulta. I can’t imagine how much business Ulta has lost if others experience these types of issues. These problems caused me to utilize Sephora. My Sephora app works wonderfully and I went into a Sephora store for the first time recently givel all of my Ulta app issues. Sephora actually has enough staff to help you in the store unlike Ulta where I can rarely obtain assistance! AND the two staff members at Sephora were extremely knowledgeable and accurately helped me choose well-matched shades of foundation from two different brands which has never happened before. I typically get foundation home only to discover a mismatched color. I guess I should be thanking Ulta for their terrible app leading me to Sephora? You’d think that for such a large corporation that Ulta would make IT a priority but apparently not. I highly recommend making the switch to Sephora; they are superior to Ulta in so many ways!.Version: 5.2

Do not shop onlineSupervisor on the phone male named Alex was very unhelpful. If you shop online you will run the risk of getting your packages late. Then. When requested a refund you will have to go through a 30 min wait of them trying to explain that it’s still shipping. You will have to request supervisor after supervisor to get your GIVEN REFUND. I hadn’t received my packages on time so I called to cancel all of them and get a refund. After the first cancellation of an item to be received the 22nd of May yet wasn’t received that day, I called to cancel all my orders. She cancelled the one that was already shipped and late, stated it would be 3-5 business days. Then when I stated I need my others cancelled she stated she “can’t cancel them because they’re already shipped” that’s a lie because THE ORDER WE JUST CANCELLED WAS ALREADY SHIPPED. SO SHE LIES TO ME. I HAD TO REQUEST ANOTHER SUPERVISOR. IM ON HOLD CURRENTLY SO WE SHALL SEE IF THEY CANCEL AND GIVE ME MY MONEY BACK I WILL NEVER SHOP WITH ULTA BEAUTY AGAIN. I HAD THREE OF MY OWN ORDERS AND THREE MADE BY MY BOYFRIEND. ALL ARE BEING CANCELLED DUE TO THIS ORDEAL ULTAS ONLINE SERVICE AND CUSTOMER SERVICE HAS PUT ME THROUGH..Version: 6.4.1

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.Version: 7.6.2

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..Version: 7.5

Never Again!!I usually shop at Sephora store and online or on the app. However, this past holiday season I noticed that Ulta had some great deals on a couple of products that I was interested in. I ordered my items on Jan. 3rd and received my first package 3 days later which was great but for some reason they had to split the order into 2 packages. The 2nd package never arrived and when I attempted to exchange my powder for a different shade at Ulta beauty store, they refused to let me exchange unless I paid the “difference”. I had paid a different price online but I was attempting to get the exact same item in store… just a different shade. I have never had an issue with any store when doing an even exchange. I think it’s ridiculous because my powder isn’t even open and still factory sealed and I have my online receipt. I will never again do business with Ulta. I have been a loyal customer to Sephora for years now and never have had any issues with online orders or in store. If I could rate 0 stars for Ulta then I definitely would..Version: 8.0.1

Orders that are processing cannot be canceled within the app.I love Ulta…it’s my go-to beauty place. However, I recently ordered products using my debit card, forgetting I had a gift card. The order was made around 9pm, and I tried to cancel it around 8am the very next morning, as it had not shipped yet. I discovered that there is no way to cancel an order within the app. So I decided that maybe I can change the payment method, which also can’t be done independent of an Ulta rep. It turns out, they cannot change the payment method either. Again, I love Ulta as a store, but not being able to cancel your order within the app is a big drawback for me. All other shopping apps I use have an option to cancel your order if it hasn’t shipped yet. I feel like this is a standard feature in most apps nowadays. Ulta needs to include this feature..Version: 7.5

.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!.Version: 5.4.1

Latest update was entirely a poor decisionThe changes to the layout are not intuitive. Instead of information drop downs for product details, ingredients, reviews etc. built right into the product page, it slides open a new screen requiring you to then click back to the original screen after opening each individually. No more scrolling a whole product page with just your thumb to look at all the product info - my small hands and large iPhone screen now require constant thumb scroll, tap, phone tilt, other finger tap, repeat x4 for EACH product I’m looking at. To add insult to injury, now tapping the product photos does not enlarge them or allow you to zoom. You have to screenshot it to zoom and look at detail - such a pain. All the constant “improvements” lately have completely turned me off the app which I previously loved and I was exclusively an Ulta shopper but now I’ve just been picking up stuff from that other store lately rather than doing online pickup at Ulta since researching products on their app is beyond annoying now..Version: 7.6.1

App functionality is awful!!- Searching: Half the time when I search something that should be VERY simple to get a result for I get a slew of erroneous and just outright wrong results. - Listings: On the occasion I do find what I’m looking for the photo listing is so sub-par I wouldn’t buy it anyway in most cases. Photos are way to compressed, they have NO option to click on them to expand them, and you can’t zoom in at all. These are basic low-level features that have been around for decades at this point. The fact that they can’t figure them out does not inspire confidence in purchasing from the companies app platform. - Descriptions: The quality of product descriptions varies widely across the apps listings. Some are bare bones descriptions and some have exhaustive product information. While they do get some leeway here since I’m sure this has to do with what the parent companies provide them regarding the products, they really need to demand a bit more information in A LOT of instances. - Overall the app just isn’t conducive to an enjoyable “shopping” experience. - It doesn’t inspire confidence that the developers and others managing the app are up to date on tech features and standards, which in turn causes questions about whether our information as consumers is actually safe..Version: 7.6.2

Order cancelled with no warningI placed an order for pick up and without warning it was canceled. there should be something on this app that warns your customer that their order is being canceled to give them a chance. I had every intention of picking that up today because that’s when I’m coming in there. You’ve already charged my account so you don’t have to worry about the money part so why cancel my order without warning. I used a very good coupon that I also lost now not to mention a gift that was intended for somebody tomorrow for Christmas. I again have reached diamond standing but I’m not coming back to Ulta. there are many other things that I don’t like either. instance it says that you can go into any Ulta to return things that you’ve ordered online but they treat you like crap when you do that and the people on the phones scold you for going into the store. How are you going to replace your item. there’s nowhere online that lets you do a return and exchange. I’m gonna go next-door to Sephora now that there’s one right next-door in Kohls and in the drugstores those types of products are a couple dollars cheaper anyway so those points and coupons don’t mean anything..Version: 8.0.1

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..Version: 6.9

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..Version: 5.6

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..Version: 7.0

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 5 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 the top 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 trouble I have had trying to get the 21 Days of Beauty to load. No matter how many times I try it (using WiFi and just using cellular data) the page loads but nothing is visible. 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..Version: 8.1.1

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..Version: 7.6.2

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..Version: 5.2

Love Ulta but…I found the app a bit frustrating when trying to do pick-up in store. I checked off for in-store pick up cause I needed the items today and it’s right up the road but when I paid it automatically switched for it to be shipped without prompting me. Also added $30 more dollars to the already $200 order. I couldn’t figure out why. Contacted customer service and told there might not be a way to cancel and I’ll have to wait to return items. Over $200 in products I needed to pick up today I was told I have to wait to not only get the products but then to just return them. Going to the store to pick up items I needed today and spending another $200+ wasn’t an option. Beyond frustrating. Fortunately they WERE able to cancel my order and I realized what had happened. Apparently when Ulta offers you a “free gift” and the store you want to pick up from doesn’t have the free gift in stock they automatically switch to shipping without asking/prompting you if that’s what you want to do or if you just want to not get the gift. I didn’t care about the gift to begin with. I cared about being able to go pick up the products I wanted today and spent all morning dealing with this instead of taking care of other things I need to do. This was supposed to save me time and it was just a huge unnecessary hassle..Version: 7.0

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..Version: 7.5

Ulta All The WayAs a beauty lover and makeup collector ( let's be honest, I'm addicted lol) Ulta is the best! As someone who is constantly looking for the perfect routine, ulta comes in handy. They stay current with new releases and give more incentive to shop than Sephora. The point system is literally the best and I never feel bad about making multiple purchases. The ration of high end and drugstore is perfect! I nolonger even shop at Sephora because most, if not all, of my favorite brands are already at Ulta! They continue to bring more brands and it makes it so easy to have a one stop shop experience. The app is amazing as well and makes things so easy! Seriously, you can't go wrong with Ulta and the credit card really does make things so much easier, though I guess you don't truly need it! I just a triple bonus for me with helping my credit, making purchases super quick, and racking up those points!! Ulta, you're the real MVP!!.Version: 5.6.1

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..Version: 7.3

RUDE MANAGERI did not realize this particular Ulta didn’t provide curbside. The stores on either side of it do - Target and Old Navy. I am disabled and was in a lot of pain and did not want to have to step Up that cement step as it wrenches my back. Nor did I want to stand in line, nor enter the store. I explained my situation to the sales person who answered the phone. She said she would get the manager to help me. The manager got on the phone and I had to explain my situation ALL OVER AGAIN. The manager was rude and curtly told me “we don’t do that.” I said “then cancel my order and I’ll never shop at Ulta again.” She said ok and then hung up on me. Nice to know you are not interested in helping your disabled customers. Instead of trying to figure out some sort of solution, ANY solution, her first response was “we don’t do that.” So, I’ll keep my word and take my business elsewhere. And I’ll be sure to tell all my friends on social media that the Natomas Ulta doesn’t give a crap about the disabled..Version: 7.0

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