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Ulta Support Ticket - Massive website issue

Ulta Support Ticket

Massive website issue

Created By: kristielcollins's Picture kristielcollins Last Reply: 's Picture
Priority Level: [Emergency] Status: [Open]
Created: 5 years ago Last Updated: 5 years ago
Department: General Replies: 4

Here is an accounting of my issue with the Ulta website and the conversation with the customer service agent as well as a follow-up email message to Ulta. CONSUMERS -- WATCH OUT -- THIS WEBSITE WILL SEND A CHARGE TO YOUR FINANCIAL INSTITUTION WHILE NOT PLACING YOUR ORDER.

This is an emergency issue. My debit card was just charged 4 times and no order was placed. My account is now in overdraft, and there is no one who can help me in the customer service center. There was a refusal to transfer me to someone who could help get this resolved prior to 3-5 business days. There was a refusal to acknowledge that there is a huge website issue when you click a submit button to place an order and yet the order is refused but a card is charged multiple times for the exact same order.

The agent would not listen when I tried to communicate the issue -- she argued that I was having the issue because I am not placing the order from the Continental US. However, I am using a VPN connection into the US, I am placing the order with a US billing address and a US shipping address. The agent argued with me that this was not possible.

Please resolve this issue immediately. The level of service is completely unacceptable. The reference number for this incident is xxxxxxxxxxxxx.


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Ticket Replies

margareth09 says: (5 years ago)
Hi! I'd like to ask, were this problem solved? i also had this problem with Ulta website. They charged me 7x. Did you received your package already? Thanks for your response

kristielcollins says: (5 years ago)
No, unfortunately the problem was not resolved. My debit card was charged 4 times, and I never received the order. Ulta has refused to acknowledge the problem that exists with their e-commerce site. I have pointed them to multiple Opinion sites in an effort to help them get their technology department or e-commerce provider to resolve the issue. They continue to state that this is not a problem with their website. As a result of the terrible customer service and the on-going problem of a complete lack of resolution, I will no longer shop at their physical stores, much less their e-commerce shop. I only hope that my reviews, and those like yours, will keep others from encountering this issue -- but that means -- Do not shop at Ulta.com.

Sorry I don't have better news for you.

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