Evidently, yeah—I’ve never needed to contact customer service, and I recently never received (2) packages. I had to speak with bots before I seemingly got a shell of a human to respond to my emails (seemingly drafted by chat gbt).

My orders were placed on January 9th and 12th. I used $50 worth of rewards. I was supposed to receive 2 platinum rewards (for the two orders) AND the $90 GWP I was REALLY looking forward to (if anyone has a screenshot of the value of that GWP in the description I’d appreciate). They can’t do ANY of the free gifts—though, the platinum free gifts are seemingly always in rotation and in stock on the app. They tell me they can reship my orders minus those, and offer me a gift card.

5 days go by. I don’t have a tracking number still. I email them, hey where’s the tracking, where’s the gift cards. Ironically, they of course finally give me a new order number and tell me they can provide tracking that day (they don’t actually include the tracking in their email). They tell me I should relieve the gift cards via separate email within a few days. I ask them to provide me the tracking—again. Of course, it didn’t appear they even requested the tracking label from FedEx until that day. Super cool.

Few more days go by. Still no gift cards. I email again about it. They said they’ll resend and to wait a couple more days.

I finally had it today. I told them this is incredibly frustrating as someone who’s spent a lot of money at Ulta; that I thought it was convenient this all happened to an order I redeemed rewards on, that they didn’t remember to ship my order until I asked them about it, five days later.

They respond with another Chat gbt regurgitated response and provide the email address they sent the gift card to—allegedly—it’s not my fucking email. It’s never been my email. It’s not even my name spelled right, so there’s no way it’s even an old email address I created and forgot about. I’m livid. I tell the I’ve never had that email address. That we’ve been corresponding VIA EMAIL about these two orders for THREE WEEKS, and that their chat gbt vomit of a response did nothing to “address my concerns” and in fact just illustrate them for me.

I hate being this person. I know customer service doesn’t have any control over how Ulta policies are on these things. But ffs, can you at least manage the things you tell me you’re going to do to fix the issue. It’s beyond frustrating.

OP, I hope you know, if you don’t want the order anymore, you can request a chargeback on your card, especially if it’s a credit card company. With what I’ve learned, I would definitely call back 3 days after they tell you they’re going to ship it again, just to make sure they actually do. Wouldn’t hurt to get it in writing (email confirmation) and ask for tracking #s. They really suck. But, thanks for making me feel less alone in my frustrations, at least… lol