Ulta Beauty — Attraction in Orlando

I just moved downtown and this is the closest and most convenient makeup store around. I'm a Sephora girl, myself, and I promise you I'll be returning starting immediately after my 3rd, 4th, 5th? terrible experience. I can't even keep up with how many awful experiences I've had at Ulta. I thought it was just the store manager at the other location but lo and behold, I go to this Ulta and spend $140 only to come back two days later to exchange and return two products and the general manager of the store, Sky, was not what I'd call "an absolute peach". Upon walking into the store, the general manager and store manager are conversing (keep in mind the store is almost empty of customers) so I walk up to them. They both gave me dirty looks, almost as if I was so rude for interrupting their personal conversation. Of course at the time I had no idea they were managers but I think that makes my story even more great. I asked them if they could help me find the right color and neither of them smiled, asked if I needed help, nothing. The general manager, Sky, basically rolled her eyes and began walking in the direction of the makeup that I needed but never once said anything like, "Yeah, of course! Let's get you the right color". That's what I'd EXPECT an employee to say, especially a general store manager. She starts getting agitated as she's picking up colors that don't match my skin tone at all and tries handing them to me as I say, "uhh no that's a pink undertone.. I'm yellow" which I stated to her at least four times. She hands me a product and I say, "okay great so if THIS one doesn't match, I can return it?" At this point I think she wanted to claw my eyes out. She said, "We prefer you not do that" and I was like, "okay well thank you very much!" and when I didn't see a smile or hear a "no, thank YOU!" or a "You're welcome/my pleasure!" I turned away and started walking to check out. Boy did I really ruin her day. I was just SUCH an awful customer, right? With my upbeat personality and respectfully polite "please" and "thank you"s. At this time, I figured she was just a regular employee. So I approach the store manager, the girl who she was conversing with in the beginning, and I say.. "Excuse me, what is her name that just helped me?" and the girl said, "Sky.. why?" as if that's any of her business. I said, "because she wasn't very pleasant. Are you the manager?" and she smiled so wide and said "Nope, she is our general manager. I'm just a store manager". It was almost satisfying to her that I was unhappy with her friend/boss. I go to check out and do my exchange and then I ask the cashier, Amber, to REFUND a NYX lipstick I bought. Instead of refunding the product, she charged me for it a SECOND time. I got home and found the lipstick in my bag and I was filled with rage. Now not only did I have to drive back and waste my gas and get TWO refunds for ONE product, but I had to go back and deal with the rude manager(s) and the incompetent store associate that charged me instead of refunding me. Their compensation for all my troubles? 20% off the $30 makeup I bought. So I saved $6 all while having to waste over $6 in tolls and gas. Never shopping at Ulta again. Telling all my...

I've always love shopping at ulta I shop your store for all occasion gifts and beauty needs... I went for a last minute Christmas gift and I could not believe what was going on yes I know I came in at around 8 but normally someone is there to help and it goes by so easily but not today. I stood in skincare for 25 minutes along with 4 other women looking for items exchanging ideas and such so now I walk around and see one associate running around putting items back and 3 others in the urban decay aisle playing with makeup and chatting so I go up front to see if I can get some help this is after I walked around them 4-5 times and I took a picture of 2 of them in the aisle chatting... so finally she gets one of them to help me and I stated what I was looking for and that I wanted to use my 20% off coupon which I finally remembered to use before the expiration date. She shows me clinique ok and just states well this is the best and if you want a gift set they are over there pointing to the front of the store by the door and then walked away... I didn't think too much about it I was trying to get the best idea so I finally decided to get some items to make my own gift set for her type of skin... I get to the register and the sales person is on register now and I give her my items and I give her my coupon and states you can't use this with this item.... by this time I was so bothered by her attitude my husband came in the store and saw the look of disgust on my face and ask ok what items is this good for she stated read the coupon... I was in shock I just swiped my card and waited for my receipt she put the receipt in the bag pushed the bag towards me and said next guest please... no nothing goodbye happy holidays sorry for any misunderstanding nothing.. I will never go to this store again if I see her working there and I will make sure I will not send any friends family or coworkers there either... I've never been so discouraged to shop somewhere and yes I am just one small person compared to the thousands that visit your store but that's not fair I've been to many Ultas in orange County and I've always had great experiences there but for that I'll just take my business elsewhere. So many people don't have jobs for the holidays and to know we come in to a place to spend our hard earned money to be treated like this is...

I wish there was a button for zero stars to give. The poor customer service I received from this store has by far surpassed any other level of bad customer service I have ever experienced. This was my first time at this location and definitely my last!!!

I was really excited about going into this store because I had just received some great news, but my cloud high was quickly ruined by a rude, unprofessional sales associate by the name of Joy, at least that is the name she had given me.

She acted nothing like her name. I entered the store and complimented her skin but she quickly just brushed it off and did not say thanks or anything.

I then proceed to ask her about a product by the name of boil ing she had no idea what I was talking about so I researched it on my phone. She then proceeded to tell me that was the incorrect name the product was made by benefit, ok again the name of boi ling still was labeled on the product.

She took me to the area of the product where I’m trying to match up my correct shade without her assistance, I ask her about another product which happen to be a mascara and I said that I remember what was on the product, lights camera action she knew nothing about that product either, then she was just standing there. I told her thanks for her help and continue looking in my phone to see if I could find a pic of the correct shade I had before because she was not there to assist.

Shortly after, I hear Joy having an open discussion with another co-worker about me and how she do not deal with people who feel entitled and she doesn’t know how she and another co-worker deal with customers like us.

I politely went up to the counter to ask for her name and let her know I was a manager and I would never stand for one of my employees treating my customer in the manner she has just treated me.

I asked to speak to the manager and the manager Elise was right there standing next to her and did not even correct her from having a loud, inappropriate open discussion in front of customers about this situation.

She made excuses for her bad behavior.

I felt very unwelcome, almost felt discriminated against.

They all need more training on how to provide stellar customer service.

I reached out to guest services and no one has...