Ulta Beauty — Attraction in Enterprise

Booked an appointment for a perm earlier in the day for a late afternoon time, and less than an hour before the appointment I got a missed call (on my way to the salon) asking if I wanted to reschedule for the next night. I didn’t see the call until after I checked in. When I checked in they told me to take a seat and they’d be right with me. I was 20 minutes early to the appointment. After waiting until the initial appointment start time, I noticed I had an automated message from the salon stating they canceled my appointment after I checked in, without even telling me in person. I went up to ask someone about it and they’d told me to sit back down and the person who was supposed to have come and spoken to me when I checked in would come and speak to me. After another 10 minutes Christy finally came to speak to me, she said that she didn’t feel comfortable doing my hair because it has a few highlights in. I assured her that I’ve gotten a perm before when my hair had way more highlights and bleached parts and it was fine but she constantly said she didn’t want to do my hair I said fine. When she asked if I wanted her to ask the other stylists if they’d be comfortable I asked would they be able to do it today, after my scheduled time. She evaded the question and kept coming back to the fact that I had highlights. I repeatedly asked if they’d be able to do it today and still she didn’t answer. She just kept saying that because I had highlights she wasn’t comfortable. I again said my hair would be fine, it’s been permed before (twice) without any complications. Christy was very rude, she waited until the last minute to call and try to reschedule my appointment and then canceled it without speaking to me. The associate who checked me in knew about it and didn’t tell me either. After repeatedly justifying the reason for canceling as she didn’t want to do it, she then offered to have me tell her manager that I was okay with my hair being permed as is and paying a fee for her to stay late and do it (mind you this was 30 minutes after I’d gotten there). I said no, I didn’t want her as my hairstylist. I saw many bad reviews about this particular Ulta and now I...

I stopped in at the Eastern Ave location in Las Vegas, NV to get a few items I needed. I was greeted by a make up representative that was wonderful (Annie) and took her advice to purchase some of the skincare/ make up products she recommendation (Dior/ Estee Lauder) which came with a gift with purchase.

My experience at the cash register was very unpleasant. It seems the customer service representative that was ringing me up was new and was unaware of how a gift with purchase works (Dior rep provided a free bag and several free samples which included other brands). The cashier asked her coworker right next to her, Amanda, for advice on one of the free samples which was not ringing up correctly. I was explaining to Amanda that this was a free sample which the representative provided as a part of the gift with purchase. She gave me a dirty look as if I didn’t know what I was talking about. When I tried to explain that the makeup representative provided that sample, Amanda stated I had an attitude! I was simply answering her question, I was definitely NOT giving her any attitude. I also work in customer service so I am well aware how to treat people with respect. Amanda clearly has no respect for customers and unfortunately this has become typical these days for many “Karen’s” to be too quick to accuse people of having an attitude. Perhaps Amanda should walk the floor to get familiar with her colleagues working that day and what products have promotions so SHE doesn’t give customers an attitude! I have returned my $650 purchase because of her horrible behavior towards me and will never shop at any Ulta ever again! I was a loyal customer and advocate for 20+ years, but I will not tolerate being treated with disrespect. I will tell all my friends, family and customers about my unsatisfactory experience with Amanda. Additionally, I will be closing my Ulta credit card. Your company claims to be inclusive but clearly is not nor have you provided proper training for your employees on how to provide excellent customer service! I have seen a lot of complaints about the attitudes coming from your employees at this store. ...

I never had bad experiences at Ulta and always preferred them over Sephora, so having a negative experience really threw me off. Normal shopping experience, I had associates acknowledge me while I was walking around/testing items. But my check out experience with Arlene left a bad taste. I wanted to exchange a product and the impression she gave with how she spoke to me, makes me think she didn’t believe I actually purchased the item. She asked me in a sassy/questionable tone if I had a receipt, which I did. Maybe because I had a bare face she doesn’t think I’d use such products or that I was trying to commit fraud or something. I got to the payment screen and was waiting to tap my phone to pay, she then bluntly says CASH OR CARD because I didn’t hear her the first time (geez sorry)! After all that I walked away because I just wanted to get out of there. She then said I needed to sign the receipt for the exchange, and I told her that the way she’s talking to me is in a really condescending tone, and she didn’t acknowledge it nor apologize. She said “I can help the next person in line” while I was still standing in front of her.

I work in customer service so maybe I have high expectations, but to not acknowledge someone’s complaint even if she doesn’t agree with it, she could’ve said an insincere apology, but she said nothing at all. It really bothers me and I question their customer service recovery. Maybe she doesn’t care much about her job or how people view her, but front of house service very much affects how people view the store and if they want to...