I placed an order last night on the Ulta app for about $200 in items. The app was being finicky but my Apple Pay went through, so I didn’t think much of it. This morning,I noticed I never received a confirmation number, so I checked the app and it wouldn’t show me any of my past orders, and all of the items I purchased were still in my cart. However, the money was taken out of my account.

I spoke with a customer service rep who first didn’t believe that my payment went through until I showed them a screenshot of my bank account. They said they’ve been having “ongoing issues” with their system, and that the money should be returned to my account in 3-5 days. They also said I couldn’t place another order until they fixed their system. However, the app and website are still up and running. I asked them if all online purchases would be paused, and they said no. That’s upsetting to me, because they are doing nothing to prevent other customers from having the same problems.

I’m just posting this so that others don’t end up in the same position as me. It’s not fun to have to wait 3-5 days to get your money back because of a situation out of your control. I also have no idea if they would have even informed me of this issue if I hadn’t checked and spoke with them. Hope this post will help someone else avoid this problem!

Update: I really debated posting but now that I know how widespread this issue is I’m very glad I did. If this happened to you too, I’m so sorry. The fact that this has been ongoing and so many people were affected, and that Ulta has refused to do anything to mitigate the harm is absolutely horrific. I’m going to be taking other commenter’s advice and reporting them to the BBB, and I will dispute the charge with my bank if the funds aren’t returned in the timeframe. I recommend everyone does the same!