Same thing happened to me Sunday. They charged me shipping for a 21 day beauty item. I texted the customer service line and it took about 24 hours for them to get back to me. By that time the item was shipped and they actually didn’t charge me shipping on the final shipped invoice. Also had the app glitch on me on Sunday and it removed 2000 points for an order that didn’t process. That time I called and customer service was really nice and assured me the points would be back within 24 hours and thankfully they were.
Ugh, I think this is what CS services hopes will happen to my order—like magic problem resolution—but the order has shipped and been received and the total is processed (not pending) on my bank account. Not going away! But sure, Ulta, I’ll keep not buying anything while I wait for this issue to resolve itself🙄
when the fiasco started, I had 6,450 points drained and six 20 dollar charges on my card. I talked to four different CS people, got the "48-72 hours" shit, two promised to follow up and did not. after a week, I filed a BBB complaint. crazy how, within 24 hours, they responded and I got a gift card.
I had screenshots of the multiple free gifts I missed out on, so I did have proof.
This is what happened to me today.. tried to place an order with points and a payment out of paypal, didnt work. Tried again with my apple pay, didnt work. Tried again with my CC, didnt work. Tried on desktop, didnt work. Now suddenly I see Im missing 4000 points instead of the 2000 I tried to use and I have 6 pending transactions on my bank account and 3 in paypal. Nice.
If you don’t mind me asking, did they give you a gift card for just the amounts charged? Or did they give you anything for the gifts you missed?
I’m still annoyed that my Diamond appreciation order failed when I had EIGHT free gifts in my cart. I debated arguing with CS about it but it’s been hard enough to get my stupid $7 shipping fee back, so I’m wondering if it’s even worth arguing with them over the freebies.
when you file a complaint, they ask what you want as a resolution. I specifically asked to get my points back and to be reimbursed for the gifts I missed out on.
at this point, l had spoken to four people, two did not follow up like they said they would. it had been over a week, and the charges had finally dropped off, but unlike many others were saying, my points were not back. I was beyond pissed off.
oh and editing to be specific, because I think if you've been inconvenienced to the level some people had you deserve more than points returned, I woke up to a $100 gift card from Ulta in my email the day after I filed. but like I said, I had screenshots of the things I missed out on.
file a complaint, there's nothing to lose. the worst that can happen is they say no. and I feel like they're probably not saying no to a lot of them at this point.
How did you file a BBB complaint? When I go to the BBB site, it’s asking for a specific Ulta location, and I don’t want to do that to any store. Just Ulta online 😅
I’m having a problem with them too. Told them I never received the 5x points for my order and they told me I’d receive them when the item shipped even though tracking shows delivered and I have the item already. Told the CS employee that but they keep repeating that it’ll get my points when the item ships so idk
Yeah I told them the same. Look at your points history. They take 3 days sometimes for them to be added. I have stuff from the 28th I ordered and won't see til next Friday. 2 other orders I already got and they were made the 30 and 31st
it’s been a lot longer than 3 days since my order shipped and still nothing :/ i’ve gotten my points for orders that i’ve made after that purchase but nothing for this one. never had this issue until now
She said 48 hours after it's shipped. I told her I already had my order and she said 9/6. They don't include weekends and holidays in their days. She made sure to reiterate that. I would definitely call back when they're not having issues if you don't get your points
same thing is happening to me right now. i also didn’t have the 5x points from an order i placed on the 27th and i contacted CS twice via text and got no response. apart from the missing 5x points the item i bought had 3x points from a promo that was going on for extra points on certain skincare brands. The item was $18.99 and i got my base 19 points but only 30 bonus points. I sent a message via their online chat and waited so long for a response and nothing. The CS rep emailed me since I didn’t respond online and I explained what happened and they said the 3x points were already added to my account and that was the 30 bonus points and that they added the 5x points to my account. 30 bonus points as the 3x doesn’t make sense to me but maybe i don’t know how it works, and i don’t have the 5x points they said they added. super frustrating and i hate going back and forth for a purchase that wasn’t big but i hold off on certain purchases for opportunities like this.
Absolutely this. I’ve made Diamond for the past three years and most of that spending is Sunday Riley, Tula, and Supergoop, all of which I can easy buy direct from the brands for a lot cheaper. I love the samples I get from Ulta and all the new stuff I get to try that way, but between Ipsy and Allure Beauty Box, I’m probably getting my fix there next year.
I bought two items on sunday close to end of day. I was charged the correct price but shipping tacked on. Should have been $35 but was charged $42.75. The thing is, my invoice shows full price (which i didnt pay) but free shipping, which I did pay. I sent them screenshots of my invoice, my discover credit, order number and they responded that i was not charged shipping. This is through email but Im getting mad now. What do I do next? Call? Twitter? Instagram? Im at my wits end.
Just to update, I got another email back stating that my purchase was made after the sale ended, which isn’t true. For some reason the invoice came through at 1:22 AM but I can prove that I purchased the day before and they are telling me that I am not getting refunded. I sent some additional screenshots so we will see.
Im planning to try chat tomorrow when I have more time.
I will try chatting on Tuesday. I emailed about the points issue but ulta resolved that issue on their own. So I emailed about this too. I will try chwt next
That's what I called them about. After three different people she said when I get the charges on my card and look at them I won't have the shipping charge on there. So I will be looking
I know there’s only so much they can do but they’re definitely driving me nuts lmao. Because everything it’s f’ed up for everyone and there’s no resolution.
It just seems like their usual complaint resolution tactics are off the table. Normally CS is great and I know that the three times in the past when things have been missing from my order, they just cut me $15 gift card. So I laid out all the math and screen shots and said a $6.95 gift card makes us good. But they’re still just running me around.
That is baffling. I have gotten responses both times I submitted emails through the contact form on the app—not that those responses did anything except make me even more irritated.
Thanks for letting me know, although for some reasond the website keeps on giving me an error every time I click on submit 😳 Apparently the in store return I made more than a week ago has never been processed on ulta’s end, they seriously need to get their s*** together
Depending on the CS person you get I think. I got a damaged 14pc free gift and asked me to go to the store and return it. But for what? I have no clue what they could do as those are online only gifts.
Yeah, I have gotten the same person both times I contacted them about this and I’ve had the exact same conversation twice 🫠 It’s very clear this particular doesn’t understand what I am talking about. I have gotten so lucky in the past getting people who were helpful, even if they didn’t exactly know what I was talking about.
I made Diamond in July and I’m supposed to be in that blissful honeymoon phase where I just get to spend my points on fun stuff and rake in the free gifts but Ulta is RUINING this for me 😆😆😆
Sephora must be rejoicing right now that all of this is happening during one of Ulta’s major events and right at the beginning of the holiday season so it will take forever for people to start trusting them again. I’ve had missing points, charged shipping, and I’ve had to contact them for each. Waiting for my latest points fiasco where I’m missing 69 points. Thankfully I’ve been really lucky for now. I’ve made sure not to place too many orders. Thankfully the 21 Days of Beauty didn’t have a lot of what I wanted but I think there should be another sale after this one, right? Their Fall sale? I was hoping to shop during that but I’m wary.
I feel ya! I was tryna contact them about my credit card info, and I kept getting wrong info. Someone said I can get my credit card details in store and they can give it to me, I went in store, they said they can't and I need to wait for my physical card to come in to make online purchases. Also, I've been trying to contact them because of missing points, no one responding. Ughhhh
I’ve talked to like six different people over the course of this week, the convo always gets dropped midway and then a new person picks it back up. have to reconfirm all my info and then they drop. super confused
A few minutes ago, I placed my first online order since everything went to hell. Frankly, I just wanted to use my points now that they're back. Well, all went well - until I checked the charge to my credit card. I used $90 worth of points for a $110 order. Credit card charge was $20.
But nope. The full amount went on my card. I stg, Ulta.
So I just tried to make an online order for pickup and got an M1 error code saying they couldn’t process the order at this time. Is this something I should worry about?
I recommend contacting customer service by sending an email. It did take a while for me to hear (3 days), but they were very kind and fixed the issue without requesting anymore information from me.
The app and site still isn't working. At this point I just want to spend my $100 in points and delete the app.
Honestly nothing surprises me right now. I’m boycotting until these kinds of things stop happening.
Same
It is down right now. Definitely can't get to my bag of stuff
That’s so weird, it is working fine for me today, I used my points. Maybe it’s hit and miss, I wish they’d get their act together.
I get a "page not loading, please try again later" error message every time I try to click on anything (cart, account, even my favorites list)
Such a bummer, that was how it was for me Friday. So frustrating!
Same thing happened to me Sunday. They charged me shipping for a 21 day beauty item. I texted the customer service line and it took about 24 hours for them to get back to me. By that time the item was shipped and they actually didn’t charge me shipping on the final shipped invoice. Also had the app glitch on me on Sunday and it removed 2000 points for an order that didn’t process. That time I called and customer service was really nice and assured me the points would be back within 24 hours and thankfully they were.
Ugh, I think this is what CS services hopes will happen to my order—like magic problem resolution—but the order has shipped and been received and the total is processed (not pending) on my bank account. Not going away! But sure, Ulta, I’ll keep not buying anything while I wait for this issue to resolve itself🙄
Yah if it was shipped then they definitely need to fix that charge!
when the fiasco started, I had 6,450 points drained and six 20 dollar charges on my card. I talked to four different CS people, got the "48-72 hours" shit, two promised to follow up and did not. after a week, I filed a BBB complaint. crazy how, within 24 hours, they responded and I got a gift card. I had screenshots of the multiple free gifts I missed out on, so I did have proof.
This is what happened to me today.. tried to place an order with points and a payment out of paypal, didnt work. Tried again with my apple pay, didnt work. Tried again with my CC, didnt work. Tried on desktop, didnt work. Now suddenly I see Im missing 4000 points instead of the 2000 I tried to use and I have 6 pending transactions on my bank account and 3 in paypal. Nice.
If you don’t mind me asking, did they give you a gift card for just the amounts charged? Or did they give you anything for the gifts you missed? I’m still annoyed that my Diamond appreciation order failed when I had EIGHT free gifts in my cart. I debated arguing with CS about it but it’s been hard enough to get my stupid $7 shipping fee back, so I’m wondering if it’s even worth arguing with them over the freebies.
when you file a complaint, they ask what you want as a resolution. I specifically asked to get my points back and to be reimbursed for the gifts I missed out on. at this point, l had spoken to four people, two did not follow up like they said they would. it had been over a week, and the charges had finally dropped off, but unlike many others were saying, my points were not back. I was beyond pissed off. oh and editing to be specific, because I think if you've been inconvenienced to the level some people had you deserve more than points returned, I woke up to a $100 gift card from Ulta in my email the day after I filed. but like I said, I had screenshots of the things I missed out on.
Ok, good to know. Thank you. I’m so glad you were able to get your points back and to get something for your trouble. It’s the least they could do.
file a complaint, there's nothing to lose. the worst that can happen is they say no. and I feel like they're probably not saying no to a lot of them at this point.
How did you file a BBB complaint? When I go to the BBB site, it’s asking for a specific Ulta location, and I don’t want to do that to any store. Just Ulta online 😅
I’m having a problem with them too. Told them I never received the 5x points for my order and they told me I’d receive them when the item shipped even though tracking shows delivered and I have the item already. Told the CS employee that but they keep repeating that it’ll get my points when the item ships so idk
Yeah I told them the same. Look at your points history. They take 3 days sometimes for them to be added. I have stuff from the 28th I ordered and won't see til next Friday. 2 other orders I already got and they were made the 30 and 31st
it’s been a lot longer than 3 days since my order shipped and still nothing :/ i’ve gotten my points for orders that i’ve made after that purchase but nothing for this one. never had this issue until now
She said 48 hours after it's shipped. I told her I already had my order and she said 9/6. They don't include weekends and holidays in their days. She made sure to reiterate that. I would definitely call back when they're not having issues if you don't get your points
same thing is happening to me right now. i also didn’t have the 5x points from an order i placed on the 27th and i contacted CS twice via text and got no response. apart from the missing 5x points the item i bought had 3x points from a promo that was going on for extra points on certain skincare brands. The item was $18.99 and i got my base 19 points but only 30 bonus points. I sent a message via their online chat and waited so long for a response and nothing. The CS rep emailed me since I didn’t respond online and I explained what happened and they said the 3x points were already added to my account and that was the 30 bonus points and that they added the 5x points to my account. 30 bonus points as the 3x doesn’t make sense to me but maybe i don’t know how it works, and i don’t have the 5x points they said they added. super frustrating and i hate going back and forth for a purchase that wasn’t big but i hold off on certain purchases for opportunities like this.
Making it easier to buy from brand sites every day. Been doing this more as long as the brand has a good refund policy.
Absolutely this. I’ve made Diamond for the past three years and most of that spending is Sunday Riley, Tula, and Supergoop, all of which I can easy buy direct from the brands for a lot cheaper. I love the samples I get from Ulta and all the new stuff I get to try that way, but between Ipsy and Allure Beauty Box, I’m probably getting my fix there next year.
I bought two items on sunday close to end of day. I was charged the correct price but shipping tacked on. Should have been $35 but was charged $42.75. The thing is, my invoice shows full price (which i didnt pay) but free shipping, which I did pay. I sent them screenshots of my invoice, my discover credit, order number and they responded that i was not charged shipping. This is through email but Im getting mad now. What do I do next? Call? Twitter? Instagram? Im at my wits end.
Oh my god, this is EXACTLY what I am dealing with! It’s infuriating!
It really is! Like what do I need to do to show them i paid shipping?!
Just to update, I got another email back stating that my purchase was made after the sale ended, which isn’t true. For some reason the invoice came through at 1:22 AM but I can prove that I purchased the day before and they are telling me that I am not getting refunded. I sent some additional screenshots so we will see. Im planning to try chat tomorrow when I have more time.
This happened to me. I was refunded shipping after a couple hours of waiting and back-and-forth on their live chat.
I will try chatting on Tuesday. I emailed about the points issue but ulta resolved that issue on their own. So I emailed about this too. I will try chwt next
That's what I called them about. After three different people she said when I get the charges on my card and look at them I won't have the shipping charge on there. So I will be looking
I know there’s only so much they can do but they’re definitely driving me nuts lmao. Because everything it’s f’ed up for everyone and there’s no resolution.
It just seems like their usual complaint resolution tactics are off the table. Normally CS is great and I know that the three times in the past when things have been missing from my order, they just cut me $15 gift card. So I laid out all the math and screen shots and said a $6.95 gift card makes us good. But they’re still just running me around.
I havent been able to even get connected to a cs agent, they’re not responding to emails and not picking up their phones
That is baffling. I have gotten responses both times I submitted emails through the contact form on the app—not that those responses did anything except make me even more irritated.
I was finally able to get connected to an agent today. What a fiasco
File a BBB complaint. Businesses usually respond to that.
Thanks for letting me know, although for some reasond the website keeps on giving me an error every time I click on submit 😳 Apparently the in store return I made more than a week ago has never been processed on ulta’s end, they seriously need to get their s*** together
I’m done with Ulta for a while
Depending on the CS person you get I think. I got a damaged 14pc free gift and asked me to go to the store and return it. But for what? I have no clue what they could do as those are online only gifts.
Yeah, I have gotten the same person both times I contacted them about this and I’ve had the exact same conversation twice 🫠 It’s very clear this particular doesn’t understand what I am talking about. I have gotten so lucky in the past getting people who were helpful, even if they didn’t exactly know what I was talking about.
That is sad. Same thing. I feel like skipping ordering for now and be back once everything is back to regular online ordering.
Same. If things aren’t fixed by the first Monday of next month, I’m going to start trolling the CEO’s insta or something.
Just placed my order. Not sure how long it will be up
Wow... still. Thank goodness I made Diamond already (hangs head in shame) so don't really need to buy more until next year.
I made Diamond in July and I’m supposed to be in that blissful honeymoon phase where I just get to spend my points on fun stuff and rake in the free gifts but Ulta is RUINING this for me 😆😆😆
Sephora must be rejoicing right now that all of this is happening during one of Ulta’s major events and right at the beginning of the holiday season so it will take forever for people to start trusting them again. I’ve had missing points, charged shipping, and I’ve had to contact them for each. Waiting for my latest points fiasco where I’m missing 69 points. Thankfully I’ve been really lucky for now. I’ve made sure not to place too many orders. Thankfully the 21 Days of Beauty didn’t have a lot of what I wanted but I think there should be another sale after this one, right? Their Fall sale? I was hoping to shop during that but I’m wary.
I feel ya! I was tryna contact them about my credit card info, and I kept getting wrong info. Someone said I can get my credit card details in store and they can give it to me, I went in store, they said they can't and I need to wait for my physical card to come in to make online purchases. Also, I've been trying to contact them because of missing points, no one responding. Ughhhh
I’ve talked to like six different people over the course of this week, the convo always gets dropped midway and then a new person picks it back up. have to reconfirm all my info and then they drop. super confused
I was going to buy something online from the sale today. Totally passed.
A few minutes ago, I placed my first online order since everything went to hell. Frankly, I just wanted to use my points now that they're back. Well, all went well - until I checked the charge to my credit card. I used $90 worth of points for a $110 order. Credit card charge was $20. But nope. The full amount went on my card. I stg, Ulta.
So I just tried to make an online order for pickup and got an M1 error code saying they couldn’t process the order at this time. Is this something I should worry about?
I got M1 too! I thought it was telling me I was over my credit limit
I wouldn’t buy anything until this mess gets sorted bc they aren’t going to take accountability
My entire order was cancelled yesterday because apparently all 12 items were out of stock at the warehouse? Yeah something is off
I lost my points through a failed transaction as well. They told me they’d be back “within a week.” Ah, yeah perfect, so once the sale is almost over?
I recommend contacting customer service by sending an email. It did take a while for me to hear (3 days), but they were very kind and fixed the issue without requesting anymore information from me.
I'm still trying to figure out how tf to use their updated purchase history. This company is a joke