Customer says stranger stole her Ulta order, blaming staff

A woman claims a stranger was able to steal her Ulta pickup order after claiming to be her mother in a now-viral TikTok and blasting the workers for unhelpful and rude behavior.

In the video, which Diane (@invasian_) posted on Feb. 1, she says that “a month ago” she received a notification that her Ulta order was picked up, even though she didn’t go to the store.

Diane says she called the store and the worker told her that “someone came in and said it was her [her] Mother. She showed us ID and we gave her your item.”

Per Ulta’s pickup order policy, customers must provide ID or designate another pickup person who also “must have the order confirmation email and their ID.”

“No one was listed in my app. And if someone claims to be my mother but shows ID that matches my name, how does that make sense?” she says in the clip. “My biggest concern is not with the product. It’s about my security and my private data.”

Diane explains that she is concerned that a “hacker” may have gained access to her private information, allowing her to spoof her identity and steal her purchase from her local Ulta. She adds that the workers were “rude” and “insensitive” when she explained the situation.

@invasian_ Can you hear me now @Ulta Beauty ♬ Original sound – Diane

The video has racked up over 2.3 million views as of Monday, with many users attempting to allay Diane’s safety concerns by suggesting it may have been an “inside job.”

“Or maybe an Ulta employee took the order and is just saying so,” wrote one commenter.

“It was probably an inside job. An Ulta employee fulfilled your (expensive order) and texted her friend who comes in and ‘shows ID’ and hands over the order,” said another.

Other Ulta workers beat up employees for not following the pickup policy.

“As an ulta employee, we ask for both an ID and an order number. If the names do not match, unfortunately no order for you. I’m so sorry they were so bad!” said one user.

“I’m so sorry your ulta was so condescending!!! I work at ulta and we would NEVER give it without additional confirmation. This sucks,” wrote another.

In a part two video, Diane says Ulta hasn’t called her in over a month and told her she can’t have the CCTV footage.

“I deserve to know this because I’m really scared for my life,” says Diane.

@invasian_ in reply to @invasian_ ♬ Original sound – Diane

The Daily Dot reached out to Diane and Ulta via email.


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*Initial publication: February 13, 2023 at 5:08 pm CST

Rebekah Harding

Rebekah Harding is a freelance reporter for the Daily Dot. She has digital and print bylines in Men’s Health, Cosmopolitan, SheKnows and more.

Rebekah Harding Customer says stranger stole her Ulta order, blaming staff

Jaclyn Diaz

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