Ulta Beauty — Attraction in North Olmsted

Awful customer service. The lady called me 10mins before my appointment to say that she was running late. When I asked specifically "how late?" she went into a ramble about how the person after me was due at a certain time and if she changed my appointment time "that woundn't be fair" to me. In hindsight I think she wanted me to say that I won't come but I didn't say that. I had already reached the mall by then, and told her so...also that I would like get my hair done today as I have a party in 2days. So she says "ok come 15mins late and we shall fit you as your hair doesn't take long anyway " (I have been there before). I spent my time browsing here and there and when I reached 15mins late another lady says "well your appointment was at 6and you are here at 6:15 so we can't take you!!" I was rather annoyed at that and went on to tell her that the stylist had herself called me and told me to come late. At this she tells me that I can't get my haircut anyway because stylist is running so late. I demanded as to why she didn't tell me this when she called me earlier... and the stylist totally changed the story and said that she informed me she couldn't take me and yet I INSISTED on coming. She never said she'd be unable to take me; didn't even answer my question as to "how late " Then they said they will take me only if the next person agreed on canceling as "we don't who overbooked " this particular stylist. This issue of overbooking a stylist has happened with them in the past as well and the customer has to bear the consequences. I still don't understand how they decided on cancelling me rather than the person after me. Then she didn't want to cancel the next customer an cancelled me instead. But that is not the point. What an utter waste of three quarters of an hour!! 1.They should have told me in the first phone call how late they were If she was going to cancel me she should have apologized and requested a cancellation in the first phone call. Their appointment scheduling system is in shambles- nobody seems to know who books, who changes and who overbooked! They show a bunch of attitude to a customer who might be late without any knowledge whatsoever that they themselves asked the customer to come later. Totally pissed. Will never go...

I have gone to ulta a few times in the past year and needless to say i won’t be returning anymore. Every time i call for a relaxer or cut the girl i was previously with for my last visit is no longer there. So in the last 3 visits, which had been 6-8 months between, i had 3 different girls... because their turn over is SO high and now i see why. Last October my relaxer didn’t hold because the girl “was afraid” to try a stronger one on my head because she had never dealt with my hair before. I had to go back 3 weeks later for her to fix it. My last time there they tried a “new” relaxer on me and basically put a very thick white material on my head and combed in through but at same time was also pulling my hair out. Not like ANY relaxer I’ve ever had. It ALSO didn’t hold. I contact ulta store and some girl named Jennifer calls me back the following day. I missed it so when i returned her call i got put on hold for 15 minutes!!! Then got hung up on. I call right back and they say “oh she actually just left” WHAT!? Mind you the first time i called i didn’t even say who i was. So i call corporate and the ulta credit card company because at this point i just want a refund. Jennifer ends up calling me back the following week telling me she’s going to contact corporate about the refund and get back to me. That was a week ago and now today i just get a refund check in the mail for the relaxer price. LMFAO. What kind of business do you people run??? I got nothing but the run around and a measly check without even a call back or an apology for services gone wrong. Won’t be stepping foot in this store again. I’ll find a reputable stylist i can DEPEND on will actually still be employed when i call and will do the relaxer...

Booked an appt for a signature cut and partial highlights. Specifically chose a master stylist as I was unable to get in with my usual stylist and get a little nervous about going to someone new. Tahani, although skilled, is not someone I would return to. I brought pictures as inspiration. I mentioned that I would like to consider working on grey blending and she spoke over me and insisted I needed root touch up to make it look good. She talks fast and is at times hard to understand. She sped through how she would do my hair and said it's an absolute necessity to do the Olaplex treatment and said what I thought was "it's only $5" so I agreed. She was extremely aggressive during every aspect of my appt. I had to ask repeatedly for something to wipe the hair color stain off of my forehead as she was going to allow me to walk out with a large brown spot. I have never been sore from a hair appt, but her aggressive technique left me so. I feel more like I was buying a car due to the over aggressive sales pitch about buying products from the store including ones I could try if I was unhappy with my color. Um, for what I'm paying, I would expect an offer to fix it. In the end, when I got my bill, there was an additional $75 charge for the root color that she insisted on, a charge was never mentioned. And the olaplex treatment was an additional $25. My experience and outcome was nowhere near worth the $350 bill I ended up with. All this from a stylist who told me she demands certain things as she is "one of the top 5 stylists" I should have known better, but I was desperate to get in with someone before a birthday celebration. Lesson...