My first experience with Ulta.com was on Black Friday. I filled my online cart up with products then tried to check out. The online coupon didn't work, but after two long phone calls, a representative told me he would credit my account for the coupon. (He did not.)

After I placed the order, one of the products I ordered was out-of-stock. This was a featured item -- there were three very similar choices for similar prices. Instead of being told clearly that the product would not be sent, or even better, offering me a substitute, I was "notified" in small, faint gray print on the shipping notice, and the cancelled item wasn't specified. It wasn't I received the order that I realized it was my daughter's big present.

Before I learned of the missing item, I placed a second order with Ulta.com. Again, I had major problems checking out which required a couple of long phone calls. This time, customer non-service did not even try to help with the coupon.

Finally, I figured out the problem on my own. Some of the products didn't qualify for a discount due to their method of shipping -- ground only. Although I had more than enough qualifying products to use the coupon, and I chose ground shipping for all the products, the computer would have none of it. By placing two separate orders -- both of which were large enough to qualify for free shipping -- I was able to use the coupon on one. In addition, by placing two orders, I received free samples in both orders. Stupid on Ulta.com's part -- they only paid more. A big pain in the butt from my perspective.

I wrote customer non-service to give them a chance to redeem themselves, but they never replied.

Ulta has no backorder process. Why? I shop with dozens of online stores and have never had any difficulties. I am very unlikely to purchase from Ulta.com in the future and would never recommend it to a friend. An enemy, maybe.

I placed an order at Ulta.com on Dec.14th. The main purpose of the order was because I found this sampler of hand cream that I thought was perfect for my mom for Christmas and it was only available on line. I also added on a by one get one free mascara for myself. The order was in process for 6 days! I checked the order on Dec.20th and noticed that the gift for my mom(the main purpose of the order) was not in the list and wasn't even on the web site anymore. I called customer service. I tell the lady that I'm very annoyed and I know it's not her fault, but...
I tell her about the product and she says that it is no longer in stock. I tell her that I ordered it 6 days ago and it was in stock 6 days ago and that I hadn't even received an email about the product being out of stock. Ulta's customer service representative tells me that emails are a bit behind and I should receive an email about the product being out of stock in a day or two.
A day or two AFTER the order has shipped and without having had a chance (or option) to change the product to something else of equal value before it shipped.

So, after making the purchase, and it being "in process" for 6 DAYS. My order has shipped WITHOUT the main purpose of the order and with out notification that something in that order was no longer in stock. I didn't need to pay for shipped for mascara Ulta...really.