Ulta Beauty — Local services in Aventura

I had a terrible experience today. I placed an order online to pick up at the store. Today we had a thunder storm that made the entire area flood. I had to park far from the store and I ran over to the store to pick up my order. When I walked in I showed the sales lady my Ulta app and told her I was picking up my order. She said I needed a bar code and it was in the pick up email. I searched my email, found it and showed her. She scanned it and proceeded to ask me for an ID. I didn’t bring my wallet because I didn’t think it was needed, I don’t recall the confirmation email or on the app when I placed the order I needed my ID. I asked the lady if it was absolutely necessary because I left my wallet in my car and ran over in the thunder and lighting rain. I was wet and I destroyed my shoes by walking in the flooded parking lot. She said I needed an ID and looked at another lady at the check out counter, the Second lady, Esther, said loudly, no ID no order. I explained I didn’t want to go back to my car in the pouring rain to get it and if she was serious about me going back to my car and she repeated, no valid ID no order in a rude condescending tone. She embarrassed me in front of her colleagues and customers, like I was a thief that was stealing someone else’s order. I then ran back to my car to get my wallet so I could collect my order.

I found this situation extremely unnecessary and uncalled for. The lady, Esther, never looked at me and felt like she was playing a power trip with me. There are other ways to say no, I’ll give you an example so you can train your team better. I apologize for the inconvenience. We require an ID for security reasons, how would you like to look around the store until the rain clears up a bit? If she said that, I would’ve stayed and would’ve spent more money. What was suppose to be a quick in out transaction made it a horrible experience. The reason why I order online to go collect is because I’m getting married tomorrow and I wanted to save time on the day before my wedding. I then called Ulta to talk to someone about it but I was placed in hold and no one was available to talk. The agent did say he would have someone call me however I asked if they could email me instead because as you can imagine I had to keep running errands before tomorrow.

Overall I am very disappointed and sad on how they treated me and how no one called/emailed me...

Ulta Aventura does not refund or credit you for a bad haircut or unsatisfactory service, according to their manager Vivian. I went in for a haircut last Sunday and did not get what I asked for. I requested a blunt cut and asked the stylist not to touch the sides, only to bring the back up to match. Instead, she cut the sides, said they were uneven, and still left the back longer. I lost nearly two inches and still didn’t get the shape I wanted.

The stylist was kind, but I wasn’t heard. When I raised the issue, Vivian’s only offer was to come back and have it fixed. That was not an option, since correcting it would require cutting even more length than I was comfortable with.

As a small business owner, I find it unacceptable that this location doesn’t take accountability when a service misses the mark. Vivian gave me the email address for her district manager. I emailed immediately, included my phone number, and never received a response. I also contacted Ulta corporate, who said someone from leadership would call me. That was four days ago. Still nothing.

It’s clear that when a service goes wrong, there’s no real support beyond the store level. Mistakes happen, especially in services like haircuts that aren’t always reversible. But telling a customer their only option is to risk further cutting is not acceptable. If this had been a bad bleach job, it could have been even worse.

I’m not someone who writes negative reviews lightly, but when you try every avenue to resolve a situation and are met with silence, it leaves no other option. I won’t return to this location. There are other Ultas and salons in the area that value their customers and stand behind their work.

Thankfully, I paid with American Express and had documentation of everything. They refunded the amount charged to my card. I did lose some money that was paid via gift card, but at least I recovered most of it.

It is frustrating that a business would rather let a customer walk away unhappy than resolve the issue directly. I even shared with Vivian that I preferred to work it out with them. In the end, they lost my business, didn’t get paid in full, and now have a public review outlining exactly why.

Not a great look Ulta of Aventura. Every pun intended about my hair...

Terrible service! What’s even sadder is that this is my local Ulta and I’ve been shopping here for a while, and everything is fine until you ask some of the people working there for assistance! They are rude, not knowledgable about the products that Ulta carries and I think it’s embarrassing for a company like Ulta when the customer knows more than the people who work there. They have no idea when a certain product is launching in all Ulta Beauty’s all over the US, we’re talking about a huge campaign. I went there on Monday, after it launched, the lady assisting me told me the products are still in boxes in the back and she’ll get me what I need, she did and I purchased those itmes.The products were supposed to be out on Sunday, I made a “blind” purchase of the things I wanted, I’m saying blind since they were supposed to have a whole branded stand in the store with testers and everything, and I couldn’t test the products before I bought them. I went back 3-4 days later, they still have products in boxes in the back and claiming that the products are not out for sale yet. The lady was very rude telling me that:” there are a lot of boxes in the back and she’s not unloading the truck so she does not know which box they are in and that if they are not out yet ( because they’ve been lazy to put it out of the box and into the store), that means I can not buy them yet ( wrong because I did bought them a few days earlier, now I just needed a different shade of the same product.) I work in sales and this is not how you treat a customer. Ulta, hire people who will actually be glad that they are working here, not seem like somebody is forcing...