Ulta Beauty — Attraction in Phoenix

Not really sure what to say here. Been going to Ulta for 20 years or so and have always loved it. Really talented people. I don't know what is going on with large franchises, this pandemic, or if it's just this location but I'm very shocked and dismayed at what I saw happen today. I was ten minutes early for an appointment at the salon, and as I approached, the receptionist, or stylist, or whomever was at the desk was visibly upset to see me there. She dropped her shoulders, sighed, and plunked her purse down on the desk. "I was about to leave!!" Was her greeting. I literally almost ran out of the store right then. I didn't say anything back, but just stated that I had an appointment. She checked me in for the appointment, and I had it-but not after I was told that they were too busy to do the consult. Afterward the appointment, on my way out several minutes later, the woman who was "Just about to leave" was standing up near the registers socializing with others, taking her time. Unbelievable. Would never expect this from Ulta. Even before I had the consult that I scheduled ahead of time, I was told that they really didn't have time to do this-but the appt was made yesterday. If you are too busy for potential customers you don't deserve to have them. I will NEVER be back to this location for the salon. But maybe that was the intended outcome?? Treat certain customers in such a way that you can pick and choose the desirables you want. I actually was there to get an outside opinion on the look I was going for. Had they played their cards right they would have won a customer. I can see how small businesses are posing competition. And they WILL take your business with a front and attitude like this. Fry's Electronics, the huge and booming franchise treated people in this shocking manner, and they are completely out of business now. And they once...

Customer service is really good, I go in there regularly and there has only been one time where I wasn't greeted or asked if I needed help. Employees are really nice, my only issue with this store is the actual stock itself and thats why I'm giving 3 stars instead of five. I have gone in there every day they restock for the last month and a half looking for a certain palette and I visit days after too just to make sure and they are always out of stock for multiple things. To the point where I'm not even sure they are ordering or receiving them because I call when they open on the day they restock, go in an hour later, and call again later that night so it is not like they are selling out fast. Chocolate bar palettes, tartelette palettes and others are never in stock. Many other products are always out of stock too and I am constantly revisiting because it is close to my work and I do not want to drive far or order online. My other issue is that they still have the ABH master palette by mario on display when it was limited edition and will not be sold anymore. I planned on passing on this palette but after seeing it in store about a month ago i decided I wanted it. I messaged ABH and they responded saying they were no longer producing them or sending them out. Over a month later and it is still on display but not able to be sold. Very disappointed because I had seen the display and gotten my hopes up that they were still out. Again, employees are nice but if you have to drive here I would call and make sure your items are in stock because most of the shelves...

Here is my feedback for the 1 start rating:

Customer service & professionalism is very important to me. When I got there, I waited in line until a CSR was ready to help me because there wasn't anyone on the floor. I asked if I could be color matched and was told yes & asked for the brand I was interested in. I responded with "fit me" and the CSR said, "well, I don't know if we have any testers for that." but there was. She seemed unwilling to help and her peer said there were and she would show her where to go but she needed to do it next time. As a customer, I don't need to hear you coaching each other. The 2nd CSR asked me for my color tone and I told her I'm warm toned, so yellow. She got me 2 different shades she thought matched. We went towards the testing area so we could get bright light. Both shades were pink undertoned. She asked another peer for her opinion on the shade. They were both in a disagreement on the shades but it didn't matter because the undertone was wrong anyways. Sephora has a machine that color matches you, Ulta should invest in this as well because they could have lost a customer. They are very lucky I already knew my shade for bareminerals, I just wanted to try a different brand. Overall, the professionalism, customer service, knowledge, and lack of tools is why I scored them so low. Sephora always has reps on the floor asking if you need help, their tools allow them to be equipped and knowledgeable even if they aren't...