Ulta Beauty — Attraction in Culver City

If you’re looking for a hard time , terrible customer service, lack of communication all from a manager BELEN is your go to person ! As I currently write this she’s walking around with an attitude instead of de-escalating the situation! I asked for a complaint number and she states the company doesn't have one! I asked for a customer service number and she gives me ULTA online orders number "BTW their customer service skills are TOP TIER", ! But back to Belen I then asked for a store email and she writes down a fake email ! She continue to be rude while writing down this fake email saying it's not much they can do with a store compliant but if it makes me feel better by all means do what makes me happy ! Keep in mind I'm in the store with my 5month old daughter and my mother that was blown back by her attitude ! My mom then says is their another manager available to speak to outside of you at moment! She then says yes but she's on lunch and I don't know when she'll be back ! So I said that's fine I'll wait ! Which we ended up waiting 30mins until my daughter became quite fussy so at that point I then asked what's the store owner name and she responds we don't have one !!! We only have managers such as myself ! So I then ask are you completely sure about that ! Because at that point I knew she was gaslighting me ! She then says well we have a regional manager ,she comes certain days and help out ! So I said awesome what's her name and when is she available during the week ! She then states she can't tell me that ! At this point her own coworkers are looking at her in complete shock ! Knowing she's giving me a hard time and lying !

So at this point we just leave out the store as we're walking out she's laughing shrugging her shoulders to other coworkers and begin shaking her head ! Now fast forward I couldn't just let this matter go ! I immediately called back the actual store twice and the other manager which her name was Evelyn was still on break ! I called back the 3rd time and one of the employees that shall remain anonymous asked was this the young woman with the baby and mother that tried complaining! I then stated yes and they go on to say please stay on top of my complaint because Belen does this all the time and nothing never happens ! Shes genuinely good at getting away with treating customers like crap , unless it's a family member or friend of hers coming into the store then they get awesome customer service skills !

They then said Evelyn was back from lunch and Belen is telling her what happen and making it seem like I was the problem ! And if I can come back in talk to Evelyn in person before she leaves ! I told the employee I was currently leaving another ULTA and I'll most definitely will be on my way ! I felt the need to go back in tell Evelyn what the other ULTA manager stated and encouraged me to see this through as well ! So here we are walking back into the store when Belen sees me and her smile completely leaves her face ! It was like she seen a ghost ! I then asked for Evelyn and within 10mins Evelyn came out in heard everything that took place ! She then asked me to follow her to a back register where she further listen and apologize for me going through that ! She then seen what the original problem was and decided to go above and beyond to figure it out ! Which Belen could have easily done ! But Evelyn was awesome ! She made sure to take her time , uphold her title and display great communication skills ! Even though we couldn't figure out why the issue was happening online she corrected it in store ! I then told her I'm going to still follow through with my complaint on Belen ! But make sure I mention how she rectify the situation! If Belen wasn’t there this would easily be my go to ULTA and that’s all based off Evelyn professionalism and leadership capabilities! But knowing Belen is there I’ll be staying far away as possible and advising my friends and family members to as well ! So please if you're going to this location avoid any type of...

Incredibly poor experience all together.

Latino staff talk down to me; unlike how they speak to white and Latino customers (I’ve monitored it for quite awhile now). And honestly, it’s an issue in the Latino community. They always speak down to us black folks.

Manager and one of the female associates that I see a lot is very combative and defensive during interpersonal interactions with me (Particularly the associate). They don’t take accountability for their actions. This is my money. I have a right like everyone else to receive quality service. I don’t owe them grace when they do a poor job on my hair or waste my time due to their poor communication skills. They finger point in every instance and immediately go on the defense. I think they feel they can do that because I am a black female. I called 3x and it was never confirmed to me that I was to go to the Marina Del Rey location for my rescheduled appointment. I also get hung up on a lot (Very questionable behavior). In fact, I recalled 10 minutes prior to arriving to the Culver City location and was still told to pull through. Even worse, they assigned me to a stylist in another location that didn’t do black hair. The Culver City manager didn’t do her due diligence in making sure this stylist was appropriate for my hair type before scheduling me at another location. Incredibly demeaning and careless. I was a constant customer, met this manager in person twice, and also when I arrived my usual stylist Jose actually was in the store (Interesting, considering on the phone they said 2x he wasn’t in the store today). Regardless, they could've spoken with him and made sure he provided feedback to the stylist at the Marina del Rey location who was planning to take me as a customer today. They could’ve asked him what was best for my hair before I left so they could call the Marina Del Rey store…they didn’t take that step. They didn’t take care of me at all.

Communication is poor across the board. I not only spent good money with the stylist Jose but I also tipped well. I've even recommended my mother for him once as well. Overall, they did not value me as a customer. I am certain my black race had a lot to do with it. If I was white or Latino, the treatment would be 100% different. And yes, the nasty looks and unprofessional back and forth is a constant by the...

Extremely extremely ... Rude staff, specially that receptionist from the salon. I've never been to a store where you ask someone to point out a specific product, blocking you there or directing you they just tell you to go to some island look for it even if you ask them while they're passing by nobody bothers. Blocking you there or directing you they just tell you to go to some island look for it even if you ask them while they're passing by nobody bother. I've honestly never in my life seen such consistently rude workers! I only go to this location for specific hair products that I can't find somewhere else unfortunately. I prefer to collect points at Sephora rather than buy my products there because they are not friendly at all. when you ask about something they send you out there to search o your own; and then if you ask to sample something they get very mean and rude They also don't sample any product if you want to try them out that's why I prefer to purchase whatever I need from somewhere else with better customer service, but unfortunately some don't hold those products there. The employees and workers are always checking people out in a very suspicious way. I called once to check their Salon services ,the girl was inappropriate in the way she answered and talked, so I would for sure not shop there unless I must. They probably have a good sale at times which is probably why people go there. They also sign you up without your approval and if you catch them, they say tht you cannot return anything unless you have a receipt. I'm not trying to return anything. I asked her to not include me in their list nor receive any emails from them. I don't like the way they do their business. I was wondering at the first if my experience was personally discriminative when I scroll down it seems like they have been to a late act in that manner. all the one-star reviews mention the same points and a lot of the