topic Mine seems to be fixed. It was escalated to subscription... in Savvy Shoppers

Ulta Email Issues- discussion, questions, resolutions

NatureGirlSD — Sat, 04 Aug 2018 06:38:58 GMT

This thread is for discussion and questions related to not receiving emails, Diamond promo codes, or help with website/app issues after contacting Ulta. Feel free to share your experiences, actions you've taken to receive help, how/where you contacted them (social media, alternate Ulta email addresses, etc.), your member level with Ulta, how long the issue has occurred, and if/how the issue was resolved. Don't hesitate to request codes you may not have received or offer codes you aren't able to use. (Sending them via private messages will prevent them from being scooped up by others.) Good luck and hang in there!

Re: Ulta Email Issues- discussion, questions, resolutions

greeneyedgirl107 — Wed, 27 Jun 2018 23:07:24 GMT

@NatureGirlSD A couple of months ago or so I noticed that I abruptly stopped receiving e-mails from Ulta. I contacted CS via e-mail. They said that they would fix the issue, but that it would take a week. A week went by, but I still did not receive the e-mails. I contacted CS again, and the second time they said that my e-mail preferences listed that I did not wish to receive e-mails; they said that they would re-set it. After a few days, I started receiving the e-mail again. Hope this method will work out for others in a similar situation. 🙂

Re: Ulta Email Issues- discussion, questions, resolutions

NatureGirlSD — Thu, 28 Jun 2018 23:43:48 GMT

My preferred method of contact for any Ulta issue is via email using gethelp@Ulta.com so they have an ongoing record of issues/incidents under my account and to send screenshots of offers I've missed, photos of orders received, etc.

I just went through my emails to give an idea of how I've received general help & how long they took to be resolved.

I joined the Ultamates Reward program 8/1/17. I became Platinum late November, then Diamond late April 2018. I saw others here were receiving welcome kits, so I emailed gethelp@ulta.com late May 4 & they sent me the Diamond welcome code & coupon first thing May 5.

On May 7 I received an email for Platinum members showing me that if I was Diamond I could receive a free full size Bare Minerals Hydrating Tint (amazing product I hadn't tried before). I sent them a screenshot of the Diamond Perks offer, within the same thread about my welcome gift, and asked for the Bare Minerals promo code. They replied quickly asking me to purchase the Bare Minerals, then send my order# for a full refund. I did & the refund was issued shortly after.

I followed up a week later in the same email thread requesting confirmation I'd been placed on the Diamond mailing list to be proactive because purchasing a free item isn't ideal. I haven't had any issues receiving emails or special Diamond offers since.

FWIW, I've contacted them by phone twice regarding problems with orders I'd received. One CS rep was awesome & overnighted a replacement. The other was a frustrating phone call that had me give up and email photos of everything to help them fully understand the severity of the issue; Ulta went above and beyond to resolve it. Two calls obviously aren't enough to indicate overall CS helpfulness, but the second issue was so severe that I personally can't imagine a situation where I'd ever consider calling them again.

Re: Ulta Email Issues- discussion, questions, resolutions

katkapivarci — Fri, 29 Jun 2018 03:21:49 GMT

@NatureGirlSD So here is my “No-Emails Story”:

I’m currently Platinum and was receiving emails until middle of May. From then nothing. Not even multipliers in the App. No coupons in the app. Nothing.

I called and emailed them several times.

I called after the 2X/3X/4X multiplier because I placed an order and couldn’t get bonus points because of my email issue and the CS representative was very nice - she added the points I was missing + send me E-Gift Card for $25. Also she made sure I’m on the mailing list so I’ll receive the 20% off coupon - which I did receive few days later.

Last week I contacted them again via email and actually I asked them to change my email address to see if that would help. They changed it and said I should wait a week and I should start receiving emails. So I’ll wait until Monday and see if something happens...

Re: Ulta Email Issues- discussion, questions, resolutions

wwTraveler — Fri, 29 Jun 2018 14:47:19 GMT

Hey All!

I made Diamond in April and immediately stopped receiving emails. I had to contact them for my diamond qualification gift and informed them that I wasn't receiving emails. I reached out via email at least 2x and nothing happened still no emails. I finally reached out on FB last week and received an email today! Now we just need to hope they will be "Diamond" emails. Try FB!

@wwTraveler Yay, thank you for sharing this! I'm glad to...

NatureGirlSD — Sat, 30 Jun 2018 20:45:28 GMT

@wwTraveler Yay, thank you for sharing this! I'm glad to hear that Ulta's Facebook page is another way for members to resolve their issues. The more, the better. 🙂

@katkapivarci Thank you! I find it concerning you weren't...

NatureGirlSD — Sat, 30 Jun 2018 20:48:28 GMT

@katkapivarci Thank you! I find it concerning you weren't able to initially even receive the multipliers, so I'm glad CS resolved it. Please keep us updated as to whether you begin receiving emails, if not already.

@greeneyedgirl107 Thank you. So far, it sounds like some...

NatureGirlSD — Sat, 30 Jun 2018 21:06:58 GMT

@Anonymous7 Thank you. So far, it sounds like some CS reps know how to initiate an email reset or ask someone who does know in order to resolve it at once, while others don't understand the issue & are simply asking customers to call back or contact them again later. (I hope I'm wrong, but that's what I've gathered.) My first real job throughout the 90's was with a company still well-known for going above and beyond to ensure customer satisfaction in an industry known for poor customer service, so CS is a big one for me & always a dealbreaker if they fail to resolve problems on their end when I take the time to inform them. I'd just as soon deal with companies who value their employees and understand the importance of customer loyalty and treating them as individuals. Not receiving standard reward benefits really is something to fix the first time around rather than in a series of negotiations. :-))

Re: Ulta Email Issues- discussion, questions, resolutions

Gizzy8 — Sat, 30 Jun 2018 22:17:50 GMT

Thank you for opening this thread. 🙂 I haven't receive any e-mail either. So if there is anyone who doesn't use their code, I would appreciate it! 🙂

@Gizzy8 You're very welcome. If you're on Ulta's mailing...

NatureGirlSD — Sat, 30 Jun 2018 22:45:41 GMT

@Gizzy8 You're very welcome. If you're on Ulta's mailing list & didn't receive a code, please share anything about how you've contacted them and/or what they've told you that might help others. I'm glad to see at least a few have been resolved. 🙂

Re: @Gizzy8 You're very welcome. If you're on Ulta's mailing...

dido2007 — Sun, 01 Jul 2018 00:14:50 GMT

@NatureGirlSD Thank you so much for this thread and to replying to my posts. Still no luck on the Ulta coupon for me. People post them in the forum and the codes are used within minutes!

@Gizzy8 Check the other threads here because people are s...

NatureGirlSD — Sun, 01 Jul 2018 03:24:29 GMT

@Gizzy8 Check the other threads here because people are sharing them now. Good luck!

RE: Ulta Email Issues- discussion, questions, resolutions

Anonymous — Sun, 01 Jul 2018 03:26:22 GMT

Thank you so much for creating the discussion. I have a theory about why emails suddenly stop. It appears when a member is close to platinum or diamond the system gets confused and stops sending emails. I’m not sure if it’s because diamond is new this year and they don’t have stuff straight on the back end or what but it seems to be a trend.

Re: RE: Ulta Email Issues- discussion, questions, resolutions

fieldsofclover — Sun, 01 Jul 2018 03:35:16 GMT

This is exactly what happened to me. I'm amazed I even got a 20% coupon this last round, because I went from getting lots of multipliers and whatnot early in the year, to total radio silence about three months ago. Finally got one new offer in early June after two months of nothing.

I made platinum yesterday so I'm curious to see whether things pick up or not.

Re: Ulta Email Issues- discussion, questions, resolutions

mwg1 — Tue, 03 Jul 2018 00:01:26 GMT

I don't know if this will help anyone, but I stopped receiving promo emails in early May. I've even placed online orders since then, and still didn't get promo emails. I haven't gotten multipliers in the app either, but I did receive my 20% off coupon in the snail mail . Last week I had a good experience in an Ulta store so I sent a compliment through the Ulta web site, and lo and behold I've gotten 3 promo emails since! I guess saying nice things about them got me back in their good graces lol.

Ulta Email Issues- discussion, questions, resolutions

NatureGirlSD — Sat, 04 Aug 2018 06:40:12 GMT

I've updated this thread to include discussion and questions related to not receiving emails, Diamond promo codes, or help with website/app issues after contacting Ulta. Workarounds and suggestions would be appreciated! @tsavorite @KemoLove

Ulta Email Issues- discussion, questions, resolutions

NatureGirlSD — Sat, 04 Aug 2018 13:55:59 GMT

I have an Ulta code for $10 off Smashbox good through 8/11. Please message me if you can use it. (I'll be offline through late morning.)

Re: Ulta Email Issues- discussion, questions, resolutions

WinglessOne — Mon, 06 Aug 2018 07:25:57 GMT

I was Platinum and always received promo emails. I recently hit Diamond for an in-store purchase. I got the “congrats, you’re Diamond” email with welcome kit code. But I wasn’t getting any other Diamond offer emails. I was still getting all the Platinum emails. My Ulta.com account showed me as Platinum and was missing lots of recent transactions. But all my in-store purchase receipts showed me as Diamond.

Then I noticed I had 2 member IDs. One was tied to my Ulta.com account that showed as Platinum. The other is what all my in-store purchases were tied to, and it showed as Diamond. Both IDs used the same phone number, which is odd. I have no idea how I wound up with 2 member IDs... maybe a system glitch related to the Diamond rollout? I haven’t dug through all my old Ulta emails (the ones I haven’t deleted, anyway) to see when this ID split happened.

Anyway, on Saturday I emailed Ulta via their online guest services form (ultaguestservices) and explained that I have 2 member IDs showing 2 different rewards levels, and asked if they can be merged so I can see the right info on my online account. Yesterday, Ulta Guest Services emailed me back to say they’d merged the 2 member IDs. I logged into my online account and now my original member ID (the one that was showing as Platinum) is Diamond, and it contains all my store transactions. Hooray! Hopefully I’ll start getting all the promo emails I’m supposed to now. We’ll see.

I’m just happy this was taken care of so quickly. I was prepared to send screenshots of my account and emails, and photos of my Diamond-level store receipts, if necessary. 😄 But I didn’t have to. If any new Diamond folks notice similar problems, check your online account and your store receipts to see if the member IDs match.

@WinglessOne Wow, that's not something I would have even...

NatureGirlSD — Tue, 07 Aug 2018 00:31:55 GMT

@WinglessOne Wow, that's not something I would have even thought of if I was having issues. I'm glad they merged the two accounts so quickly instead of you having to break it down for them. Did you end up with more points between the two? Also, did you get today's email with the free Smashbox foundation as a Diamond gift? If not & you're interested I imagine they'd take care of it if you get in touch today.

Re: @WinglessOne Wow, that's not something I would have even...

WinglessOne — Tue, 07 Aug 2018 01:37:47 GMT

Yep, I got today’s Smashbox freebie email. Looks like I’m finally getting all the Diamond emails. Before Ulta merged my IDs, my online account showed a very low points balance. Now that I have a single ID, my points balance is much higher. 😄 I don’t think I gained extra points... they must’ve added all my Diamond points to my Platinum points, or at least made sure I didn’t lose any points.

I only noticed the different member ID numbers because I checked the bottom of a recent store receipt to make sure it said “Diamond” and listed a higher point balance than my online account. Then I logged back into my online account to check the point balance there, noticed the member ID on that page, and thought “huh, the last 3 digits are different from what I just saw on my receipt...” How odd. At least Ulta can quickly fix the problem, if anyone else has it.