Julia F.

One of my orders from Ulta.com was stolen at some point after delivery. It was left by UPS downstairs in the building where anyone could take it, it wasn't brought up to my apartment. I was out that day, and by the time I got back the package was no longer there.

I have lived in this apartment for over a decade now, and must have had at least 20 packages stolen over the years, and NOT ONCE did the retailer handle it in such a deplorable fashion. Every single retailer refunded me for the missing order. After all, they have insurance for losses like that - I do not.

The week this Ulta order went missing two of my Amazon deliveries were stolen as well (it was right after Black Friday), Amazon refunded me immediately, but Ulta gave me the runaround for over two weeks with probably 15 different "supervisors" emailing me the exact same canned response - that UPS tracking information shows the item as delivered, and thus they cannot provide a refund. It is completely irrelevant what UPS shows - *I* did not receive the order! I am out $125 of my own money!

Like I said, this wasn't the first time I had a package stolen, but it was the first time for me that it happened to be an *Ulta* package. I was shocked and dismayed to witness that such a major corporation doesn't even have a process in place for handling cases of this nature. I was a Diamond customer up until that point, but Ulta has now lost my business forever. I hope they choke on my $125.

I ordered an Aeron chair from them on Sep 2, never even received an automatic email confirmation for the order, only got it a week later when I asked a question. Emailing them is pretty useless, btw, as you just get a canned response, rather than something that actually addresses your inquiry.
In any case, today is September 20th, and there is still no sign of the chair. I call them to say that unless the chair is shipping like RIGHT NOW, I would like to cancel the order. The sales rep said that because of delays the chair is only going to ship early October. Was I ever notified of that? Would I have known that if I didn't call? Of course not!
And then she says, "You will receive a confirmation that the order is canceled, bye". THAT is the kind of service you should expect if you order from them. If you expect literally any semblance of professionalism, this isn't the company to order from.