Ulta Beauty — Attraction in Sevierville

I have never felt so out of place as I did in this store.

Let me preface this by saying, I’m used to shopping at Ulta. I usually go to the Ulta near my hometown, but I was in Pigeon Forge for vacation and ran out of foundation. I needed a little help matching my color for a new foundation I wanted to try, but I couldn’t find anyone willing to help. Usually while in my local Ulta I’m asked by at least 3 different associates if I need help, and they’re usually overly eager to assist. While visiting this store 1 associate asked if I needed help and I told her I was needing a little help figuring out my undertone so I could match my foundation. Her reply was, “All the colors are here, if something doesn’t work we have a 60 day return.” And she walked away. Everyone looked at me like I had accidentally walked into the wrong store, like I didn’t belong in this one. I was wearing jeans and a hoodie with my hair pulled up, I obviously didn’t have on foundation as I needed to match my skin color. After getting side eyed by a few employees I felt a little embarrassed and left.

I came back a few days later because I really didn’t want to spend my vacation without makeup and I didn’t want to drive a long distance to another store. This time an associate named Sarah asked if I needed help, and she actually helped me. She looked through the colors with me and picked a color that ended up being perfect. She was friendly and very knowledgeable. I spent $140 that day. Just because someone doesn’t come in with makeup slathered on, doesn’t mean you should treat them as if they’re less than. I hate to think about how many women have entered this store and left because they felt uncomfortable or out of place.

I also want to add, the associates definitely target customers that seem to have money. During my second visit I watched the associate who basically turned away from me being overly eager to assist an older lady that was well dressed and “looked” like she had money.

I’m giving 2 stars because Sarah was great, so there’s at least one nice associate in the store, they do have a large selection, and the store is...

Customer service is the absolute worst at the Sevierville location. It's always been bad, but now it's bad enough to prompt a review. After shopping at this location for both me and my daughter for several years, I have only been in this store ONE time that I haven't felt like I was a bother to the employees. On Friday, December 1st, just before 10am, I came into the store to purchase some Laura Mercier setting powder. After wandering around the store unable to locate it, I spotted an employee (middle-aged blonde lady) who was busy doing her makeup and asked her if she could point me in the direction to find it. Her response was, "We don't even carry that." Since I had purchased this same product at this same location multiple times, I found her answer very odd, but asked if she could recommend anything similar. Without even looking away from the mirror she was using to do her own makeup, she responsed, "Try Bare Minerals." Since I felt that I was such a bother to her morning makeup routine, I walked away frustrated to wander around even longer looking for a product that I know nothing about. Luckily, while I was searching for the Bare Minerals, I stumbled upon the very brand I was originally looking for...Laura Mercier. Imagine my surprise. I can't understand the lack of customer service in an industry where the majority of consumers will have questions about the multitude of products offered. Do better, Ulta. If you can't offer the customer service that should accompany an in-store shopping experience, then you will push your customers to a different avenue for their purchases, such as Amazon, which does in fact offer the Laura Mercier brand. And no, I can't ask Amazon to answer my questions about the makeup they offer, but apparently, I can't do that at...

Sooo disappointing, I will never return to an Ulta again. This was my first experience in an Ulta store, we just got one in Louisville where I live but it is the mall with no in mall access so I hadn't visited ours yet. While on vacation in the Smokies I decided to visit the store there. I need to disclose I am VIB Rouge at Sephora, so I am a pretty avid beauty product consumer. The difference between Ulta and Sephora was immediate as soon as I walked in the store. There were 3 associates and none spoke to me asking if I needed help looking for something. When another customer walked over and asked for a Tarte sample of foundation she informed her that they could only give samples on Estee Lauder products... first difference that would never happen at Sephora. The reason I decided to visit Ulta is because I really like Morphe products and my daughter recommended I buy the Morphe setting mist. When I finally found the Morphe section (remember I wasn't asked if I could be helped) the setting spray was listed for $15.00 on the bottom shelf with a Morphe brand label and $16.00 on the top shelf with an Ulta barcode label. It was $16.00 when I got to the register to purchase it. Finally when I was checking out the cashier acted put out and pushy because I didn't want to give my phone number and contact information. I had already decided I would not be back so why should I have to do that, she was not happy. I don't know if capturing contact info is a variable their job performance is measured by or what but it was very obvious she was not happy. Neither was I. This will be my last Ulta visit. If I want anything from Morphe or NYX I will order if directly from those brands rather than visit an Ulta...