Ulta Beauty — Attraction in Sugar Land

Extremely Disappointed – Avoid This Location

I rarely write reviews, but the unprofessionalism and mistreatment by the manager Kelly and poor service by stylist Lakia at Ulta on Eldridge Pkwy as a first time salon client needs to be shared. The staff does not greet you on arrival. I had a 1:30pm sew-in appointment on April 26th with stylist Lakia. She started 20 minutes late, due to working on a previous client. I was not greeted or communicated with during this time. I was told by another stylist to have a seat in the waiting area. A service that should’ve taken 2.5 hours, took over 4.5 hours due to her poor time management and pausing my hair to tend to new arriving clients. The final result was rushed and sloppy, with visible gaps and exposed braids.

I arranged to return the next day to have it fixed, and although Lakia admitted to not being satisfied with how she did my hair due to her rushing and offering to redo it, the same pattern of neglect occurred when new clients arrived for their appointment. Recognizing that she needed more time, Lakia offered to reschedule me for a third visit on the following week to properly fix the issue without distractions. During my third visit on May 2nd, I was greeted with hostility by the store manager, Kelly, questioning the issue and what I wanted to be done about it. When I explained the situation and showed the problem areas, Kelly dismissed my concerns and rudely insisted I would have to pay the full amount again to have the service corrected. Despite my explanation that the stylist herself had rescheduled the appointment due to rushing and acknowledging the unsatisfactory results, Kelly remained combative. I then asked for a refund instead of Lakia fixing my hair. The store manager, Kelly refused to issue a refund, and repeated rudely, the only way that I will get my hair fixed is if I paid again. I denied paying for the stylist to fix their mistake and requested a refund for the 2nd time, Kelly again rudely refused to issue me a refund.

Lakia was pleasant and I appreciate her willingness to fix the issue. However, this entire experience was deeply disappointing and disheartening. I wasted my time, money and gas driving to the store 3 times for the same issue. The store manager Kelly, as a representative of Ulta Beauty, demonstrated a pattern of rudeness that I have also seen echoed in other customer reviews. Because of this experience, I will no longer patronize at this location and if this situation is not rectified appropriately, I will not patronize at any Ulta Beauty locations again.

I am reporting Kelly and her egregious behavior to corporate and requesting a refund directly from them as well.

The photos displayed is the current state of the style I left Ulta with after my 3rd corrective appointment. This is a hot mess. Are you telling me this is acceptable work and does not warrant a refund? A style should not be offered if you are not skilled to do it. I’ve done my hair several times at another salon, with this same amount on hair and it has never looked this way. This is unacceptable and disastrous, if the wind blows my scalp and braids will be exposed. I want my money refunded, an apology and to be offered a gift card for the trouble, disrespect I was subjected to and my...

Just close this one down already.

I booked an appointment online. I received a text message confirmation and I even downloaded the calendar invite from the website with a detail of the appointment information: time, location, stylist, service.

I showed up, granted a little early, but this is Houston, so I try to aim early. We were greeted and then told they didn't have my daughter's name on the 4.45p appointment time slot - there was no availability for her. I showed them the calendar invite and the text message. I have no idea what would have possibly changed between when I scheduled the day before and then without any notice.

At the counter, we were told to wait. The lady disappeared for an extended period of time. Eventually, she came back and offered to call another location. I told her I drove to this one specifically because they were the only ones with availability. She did still call, but you know the outcome already. It's now 15 minutes past the appointment time and we had been there for about 15 prior. She offers to have a lady upfront help with color matching and I agree.

Another 5 minutes goes by and she comes back to say no one is available to help. Not a single employee in a very slow store. At this point, I ask where their "other" appointment is... I told them we could have already finished with the appointment if they had bothered to start. They could probably have gotten my daughter's appointment in AND the supposed 4.45p appointment that was someone else. There were a lot of pow-wows that happened in the back room before one lady offered to help but at this point, we cannot wait because I had an appointment at the Town & Country location for another service.

I left and went to the Town & Country location where we were immediately helped with a basic color matching, as soon as we walked in the door. It may not have been what I needed but it was far more helpful than anyone who works at this location. Oh, and they also saw me right away, even though I was 10 minutes early to my...

They follow you around the store. So weird and uncomfortable. Spend so much time racial profiling that im sure the ACTUAL thieves walkout undetected. Was followed by 2 white women and one black girl. Black girl offered to help everyone else BUT me. Ignored me and walked right by. Hit the perfume bottle with her sweater and turned back around to see what happened and acted like I did it. I let her know SHE hit it with her sweater as we walked by. She didn't even acknowledge me and walked away. I ended up spending $203, but wish I hadn't. Such rude service and racist location. Then have the audacity to ask you to give your personal information so they can spam you with letters in the mail and email. Never going back here! They have a sign on the door that says they value everyones business- so its clear they have a racism / racial profiling issue and have received complaints about it. But don't plan to change at all. Save your money and go elsewhere. Or just get it online or at the super target to the right. Ulta overcharges thier items anyway and Sephora sells them for a way cheaper price. Edit** Look at there copy and paste reply. ULTA has a history of being racist & racial profiling & following ppl around the store. Check yelp, the BBB, youtube videos, tiktok , Twitter- omg the list goes on. Can't debate facts and actual audio/video footage.

Jun 09 2023 Came back and faced discrimination again. Despite a long line, there's was only ONE person at tue register. While several other workers just walked around doing nothing or gossiping and laughing to each other. I could tell the register employee was stressed and irritated because she proceeded to take it out on me. I have an account, but she didn't even look at me as she asked for my number, so I said no thank you. She gave me an unnecessary attitude and told me I couldn't return my items without it. That's what receipts are for. And I'm not going to return them. Just rude all around. This store is beyond racist....