Ulta Beauty — Attraction in Portland

I have spent hundreds dollars at Ulta Beauty. I am a long time Ulta Beauty MasterCard holder. I used my end of year Rewards to purchase around 16.00 of merchandise. With a coupon added, I was able to order a hair conditioner and eyeliner for only .99 cents. I am disabled, so it is more convenient for me to pre order, and walk straight in to pick up, as opposed to searching for items around store. (Unless, I can get in on free shipping!) I realize I have a pick up deadline. Unfortunately, I was unexpectedly hospitalized following, my on line purchase. I was released, and arrived home on my pick up deadline date.

I called the store, located at Cascades Parkway, and ask if they could possibly give me an extra day, and explained my circumstance. A very nice young lady ask me to hold, to ask her manager

Upon returning she apologized, and said she was sorry but my order would be voided. I would have to reorder, and unfortunately any special offers (ie..coupon ) wouldn't be honored. I asked about my Ulta Rewards Points I had used for the entire purchase, that were set to expire 12/31/19, which was why I made my purchase before the 1st. She once again consulted with her 'manager', only to come back to inform me, I would loss those too.

So, to sum things up: Long time, loyal customer, wanting to use her well earned Rewards (from using her UltaBeauty MasterCard), a whopping 11.00.dollars, a 5.00 coupon, and , 99 cents to purchase 2 items. Asked if Ulta Beauty at Cascade Parkway would hold her order for additional, (what amounted to less than) 24hrs, do to an unforeseen hospitalization, (during the holiday, I might add).

Answer: NO. Not only that, but I won't be able to purchase those items now.

Why: Because I'm on disability now. Have strict budget. Thought I'd get to treat myself.

I'm a retired Customer Service Manager. I understand 'policys'. Policys are guidelines. I believe the 'manager', could have made an effort, perhaps an exception to accommodate my request.

Because of her/ his unwillingness, I will never return to this store....

They don’t check IDs for pickup orders, although they’ll insist that they double-check for them after your order is stolen. They will charge you for stolen orders. Manager and associate laughed very loudly right after I left the building because it’s so funny that they charged me 2x for the same products and don’t check IDs. I have never been asked for my ID at Ulta curbside pickup, nor do I have my own car.

Of course managements logical conclusion here would be that someone stole my identity just to steal my order of makeup, not that someone made a mistake. Could it have been a bug? Why was there a similar order confused with mine? There was so much miscommunication and negative attitude. No open mindedness about fixing the issue. “Call the bank” she said. This simply shouldn’t be happening, ever.

I had called the day before to confirm they still had my order. The order they had was similar products but not mine. Then the manager comes and tells me I picked it up, like I wouldn’t know if I picked up my own order. I insisted that she check the security footage as I had not come to this location that day, and was told it was picked up via curbside pickup and that they always double check for IDs.

I’d have ordered delivery if it weren’t for the Venmo bonus, but I highly recommend ordering online above ordering pickup from this location after this most stressful situation.

It makes me feel hesitant to even stop by this store again, as to be laughed at for things that weren’t my fault is absolutely ridiculous and the overall vibes were off. Not a positive...

2025: I needed to come back to update this because I'm so happy with the service I've received from Tyler even 5 years after my first time posting. He moved out of state for a while but thankfully came back, and my hair has never been happier. It is such a relief to have found someone who listens to me and provides the cuts I've been looking for my entire life.

2018: I got my hair cut last week for the first time in over two years. I have very long, low maintenance hair. No color, simple cuts, yet no hairdresser has ever been able to give me a cut that I am happy about after the fact. This is usually because they make me feel bad about not getting it cut more often or cut more off than I have asked for. I reluctantly made an appointment because it was clear that my hair health was suffering. I braced myself for comments about the state my hair was in and went in willing to lose 4 inches. I had the exact opposite experience with Tyler. He was nothing but positive and complimentary about my hair, and for the first time ever, trimmed my hair equal to or LESS than I said they could! I have never left a hair appointment as happy as I left this one. My hair is still long the way I like it, healthy feeling, and is styling incredibly well. I'm disappointed that it took me so long to have a good salon experience, but I am delighted to have found Tyler. I will never go 2 years without...