Ulta
Massive website issue

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.

hello,
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.

Company: Ulta
Country: USA

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