Ulta Email Issues- discussion, questions, resolutions

[NatureGirlSD]

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!

[dido2007]

@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!

[wwTraveler]

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! 

[NatureGirlSD]

@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]

@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...

[NatureGirlSD]

@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.

[NatureGirlSD]

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.

[alexalicious]

@NatureGirlSD Gosh, our experiences are so similar it's uncanny. I made diamond in April and had to purchase the Bareminerals offer, but they issued a GC for the amount after. A few exploded-all-over-my-box slimey hair products later (one was a jumbo)... and since they've been bagging them.👏 Round 2, as of this month my emails and reward offers are missing and the past two calls were rough, but it seemed like the service reps might be less experienced/stressed by volume of calls (and these the only 2 calls without the survey after of course.) Grrr. the promos are dangerously good, but geez do I feel super massively bummed when missing out. Maybe there is an Ulta/Beauty addicts rehab group I should join. I'll give that email trick a try! Thanks again.

[NatureGirlSD]

@alexalicious That is uncanny. The product that exploded in my box was a 1-oz Kenra Luxe sample. It was hard to believe a tiny bottle could do so much damage. I haven't missed any other offers I've seen here, but I have received a few emails sans Diamond-exclusive offers where they still say I'm Platinum. I think email is still the best way way to go to avoid more frustration since calls almost always involve both frustrated customers & CS likely stressed by customers venting on them sans training on how to stay professional or empathize. Email just involves remaining patient while they work it out. (In those cases, describing a box of glue was much different than showing them a box of glue!)

[greeneyedgirl107]

@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.  🙂

[NatureGirlSD]

@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. :-))