Ulta Beauty Headquarters — Local services in Bolingbrook

After spending approximately $150-300 per shopping trip to ULTA for about 2-3 years or more being a loyal customer to store and salon I just left ULTA on McKnight road (the block at northway location) store crying I HAVE NEVEE BEEN SO EMBARRASSED IN MY LIFE BY A CASHIER - wow. The manager MARY JO was called up to the register whenever I was returning 3 (of 4 possible) different colored $12 each products from the butter London brand which made my sensitive eyes water the other product I bought from that brand did not so I was not returning it this was on a $187 purchase approximately about two weeks ago that I purchased while she was working. During that trip she chased me around the store and told me The first time that I couldn't take my coat off because it was a loss prevention issue and then directly following that told me that I should put it in a separate bag which still didn't make sense because if you're giving me a separate bag and I'm still walking around doesn't that just give me two places to steal stuff or put stuff in if I am a thief ? which I don't know how that could be an issue with loss prevention if I'm taking the coat off my going to steal my own coat? And this woman laughed at me making jokes making me so embarrassed. At that point I sensed that she didn't like me for what reason I am not sure Because I spend no less than $150 every time I go there and when I go to get my hair done it is a $300 trip - which not to mention was ridiculous and I had to go pay and get my hair cut again because the woman messed it up but I didn't call and complain. So I went in today to return three I sticks that were $12 each I told the woman at the register a blond woman that the purchase was on my Ulta card and she could find it there that I just wanted to get different products. So she called the manager over because supposedly she couldn't find it maybe that is the truth because like I said I buy a lot of products and you would think that's a good thing for a business. So the manager comes over her name is Mary Joe like I said she has deliberately laughed in my face and cause problems with me before... not to mention there's bad reviews on Google search specifically about her being bad customer service. So she starts off the conversation with saying to me that they can't find it because I returned so much which I reply to her with anything I return is done with a receipt. She replies: I know but your still not allowed to - so I repeat myself to her and say you do understand I'm saying that I return with my receipt correct? And she replies to me yes like I said you're not allowed to. So I say to her you know the only reason I have this issue is because you don't have tester products so I can't see the product before I buy it not to mention that nobody helps me when I come in and look around. ( The only time in the past couple trips I've been asked if I need help was one time when the girl said to me you look like you need help - I replied to her no I'm fine because she was very condescending) ..... thinking that she was done being rude I was very quiet and stood there waiting for her to find the product that I just bought which they are supposed to be able to go back a few months she starts saying she can't find it so I say to her is there a manager that can look it up on a computer or a phone number I can call and she says to me I am the manager I'm going to return it anyways. So I reply with this product makes my eyes water I'm allergic to it so I don't plan on keeping it. She REALLY looks at me and says: NO I KNOW YOU BUY STUFF TO GO AND AHOW IT ON YOU TUBE AND RETURN IT! I said: REALLY? Did she just say YouTube? (Speaking to the other woman next to her) - which the person says nothing to reply only sits and stares - I said: I have ONE video on YouTube of me having my tongue split NONE OF MAKEUP (very calm voiced) and at which point I became so embarrassed I had to hold back crying because then I'd been more...

Placed an order on November 20th, it is now December 10th and I still have not received the items I ordered! The package originally was incorrectly routed, per tracking, went to Florida. This is across the country and opposite direction from me. Spent 4 days going back and forth between the same two facilities in Florida. I called Ulta during this time, they pulled up the tracking and could clearly see the same information as me. However REFUSED to do anything until it been 10 "business day". My order was placed on a Friday, shipped out that same day early afternoon, but they would not count this as day 1. The Monday after would count as Day 1 per Ulta. Then Thanksgiving being within this time frame they wouldn't count this as a day either, which stretched the 10 business days out to Monday December 7th (per Ulta), 17 days past my order date. A package showed up finally on December 7th, however inside was not my order! I had to call ULTA again advise they sent me someone else's order and I already been waiting on my order for 17 days. The items in the package I received were very minimal priced items, my order was very expensive items! The rep issued a replacement order and did expedite shipping. Tuesday morning 12-8-2020, I received an email that my replacement order/ package was awaiting carrier pickup and should be delivered by 12-10-2020. It is now Thursday 12-10 and it still says it is "awaiting carrier pickup". It is now 20 days PAST the date I ordered from ULTA and I still have NOT received any of the items I ordered! This was not a cheap order either. I have emailed a manager about my replacement order to ask why a carrier has not picked up, received no reply. Customer service wouldn't do anything for 10 business days (17 days from my order date) and now there is another delay from Ulta! This has been a horrible experience and horrible customer service! I went to the BBB website and noticed there was over 200 negative reviews left talking about the poor customer service Ulta has and sounds like they have just gotten worse and not better! Doesn't appear they even care, even on google they have horrible reviews, 2 stars. I have been a long time Ulta customer, after this I will never shop online with them again. I will be looking for another store to buy my face products from going forward. All I want is to receive my order in the mail for the items I ordered on 11-20-2020. I had actually placed two orders within 2-3 days of each other. The second order was placed after this one and I received it within in few days. The order on 11-20-2020 was triple the price of my second order (a few days later), but needless to say with the two orders I have spent some serious $$ to have to deal with such poor customer service! The main one I needed was the first order, that I still haven't received! Why Ulta has a policy that you have to wait 10 business days before they will do anything about a lost package is crazy! The packaged shipped UPS originally and then transferred to USPS once it got closer to where I live. UPS delivers SEVEN days a week! Then USPS delivers 6 days a week. So if both carriers delivery on Saturday (UPS on Sundays) those days should count as well! It should be only 10 days from the order date, not their so called "business days" before they would even...

Can I give less than one star?

Ulta Customer service has been the worst service I have ever experienced. I had to reach out over 5 times now to get my orders (from November) reshipped because they were listed as delivered but never arrived. I reached out when I saw it listed as delivered after realizing it was not and was pushed around and ignored. They kept telling me to wait and when someone finally helped over 3 days after I initially reported it, and more than 4 days since it was "delivered" they told me an item was out of stock. It was meant to be a gift and was in stock when I first reported the packages missing. The multiple service reps I talked to were not helpful at all. They ignored questions I asked, and copied and pasted answers. A few times they even failed to edit the message leaving things like "insert url here" in their messages to me. They still haven't refunded for the out of stock item. Not that just refunding the out of stock item was sufficient payment given their delay caused the product to run out. After multiple times of reaching out they only reshipped ONE of the two packages. My husband then called a rep because email was clearly not working and I was sick of reaching out and shaking from angry going back and forth with the negligent rep via email. The rep he talked to clearly was not understanding the full issue and kept confirming the one package was shipped, but he was asking about the other one. He told the rep we needed the other one reshipped, thought it was in process when he hung up, but after 48 hours we had to reach out yet again to get it shipped. Plus, after reaching out for the 3rd time the rep had promised a gift card in addition to the refund and told me I would receive an email with that....surprise surprise I still haven't received that yet and it's been almost a week.

I still have not received a shipping email for the second order (the one ordered originally on the 11/22/2020!!). When I reach out to Ulta's chat function, they ignored my request multiple times and finally after going back and forth for about 15 minutes the rep said that if I don't get it by December 23rd then I should reach out again... THAT IS OVER A MONTH SINCE I ORDERED AND IT'S STILL NOT EVEN A GUARANTEE. This is unacceptable. Ulta is doing nothing to correct this other than the bare minimum. I even tried to see if I could have it changed to a store pick up since clearly they can't do their job and sent me my order but once again the rep today ignored my questions and requests and asked if there was anything else I need completely disregarding was I had asked. The right thing to do would be to expedite the shipping, but no Ulta will not accept that request, nor do they seem to accept any responsibility for the issue and the handing of the initial complaint. Over the past week I have spent way too much time getting this sorted out and frankly Ulta's response is disappointing and their customer service would be better if it did not exist at all. Deeply disappointed, I will never place an order online again and I do not recommend anyone else do until they sort out their customer service.

Ulta, if you want to make things right,...