Ulta Beauty — Local services in Carbondale

This 1-star rating is for the Salon not the store in general. I called to book a hair appointment for an all over color and cut with a certain stylist there and I was told they could fit me in after another appointment of hers. She repeated back to me the wrong service I needed, so I corrected her and she said she had it noted and would see me the next day. I showed up a little early for my appointment and stood at the salon desk for more than 15 minutes without acknowledgement, and finally a stylist (who was doing someone’s hair) came and assisted me. She told me she was the one booked to do my hair and was supposed to be off in an hour and she was sorry for someone booking it like that, and that they’ve moved me to another stylist who was on lunch. She asked if I wanted an all over highlight and I said no an all over color (which the girl on the phone said she had fixed). So at this point I get skeptical but really want my hair done so I agree to wait for the other stylist. 20 minutes later (half an hour past my appointment time) Jamie the salon manager comes back from her break, reeking like smoke may I add and I’m not sensitive to the smell so it was pretty bad to notice it. She calls the original stylist over who already told me she couldn’t help me and asks her if she can get my hair done in 45 minutes (a cut and color) & the stylist looks at her and tells her no she can’t because she would feel rushed and wouldn’t be able to give me the attention I need (which I really appreciated). Jamie proceeded to stare the stylist down and ask her if she would start my process and she (Jamie) would come back to give my cut. I don’t like two stylists switching in the middle of my hair being done, so Jamie finally sighed (yes a manager sighed about doing her job) and said she would do it. She proceeds to bring me back a price quote for $225, which is laughably ridiculous because I didn’t want to switch stylists in the first place so why pay the managers high rate when that’s not what I booked for. She then brings me back a bill for $125 and says she needs to price check it once more, when she comes back she shows me a quote for $185 and again I laugh. She then tells me, “she could possibly take off these two treatments” (that total over $40 and I didn’t ask for) and I asked who was set to do my hair NOW because she didn’t say “I could”. She proceeds to tell me she’s passed me off to another stylist (who already had a client in her chair). I laugh and tell her no thank you, and she condisendingly asks me, “so then what is your budget?!” I tell her my budget was with my original stylist and I didn’t ask to be passed around to two other people with higher rates and it wasn’t fair to over book one of her own stylists. She then gets extremely rude with me and tells me that the original stylist was not over booked and should’ve been able to help me in the 45 minutes she had. I laughed again and got up to put my jacket on while she rips up the price quote and practically spits out a “have a nice day” at me and walks away. So Carbondale Ulta I will ask you, why would you employ a manager who clearly doesn’t want to be there doing hair as a SALON manager, is rude and disregards the wishes of her own stylists, is condisending and rude to paying clients, and reeks like she hot boxed with a pack of cigarettes on her break when her salon is swamped and over booked? I will not be back nor will I ever recommend it to anyone. You should probably find someone who helps and empowers their stylists and is willing to help a client out instead of lose them.

So I proceeded to spend my hair money on some makeup with the help of a few different ladies around the store. The store is clean and all of the beauty advisors were there with smiles on and were extremely helpful. This review is in no way directed...

This is a tough 2*, as my daughter and I really enjoy Ulta. We went there on Monday (2 days ago) - it was me, my daughter (who dances, sings and just discovered her love of acting; i.e. wears make-up on a semi regular basis at 9 yo) and her best friend (also a dancer). We are usually greeted, and all were excited about "playing" with new items and making larger (over $300+ combined before my discounts, points when it was all said and done) purchases. No one was in sight to help us...or anyone else in store. Wanting to make the best of it, I sat my girls down in the Clinique chairs/table (we are Urban Decay fans - but a mother/daughter were already there trying products on their own too.) - so I proceeded over the next hour to run back in forth, trying to find foundation, eyebrow "tamer," concealer, setting spray, mascara - not to mention cleansers, tester applicators, etc.! Ugh, I was sweating... We settled on several Urban Decay items, a couple Clinique (one of us had a Free Gift offer), then found awesome Neutrogena products - got enough for the Free Gift, a larger than normal of Kenra setting spray (for another in-store promo of Free mini Shampoo/Conditioner) and Ulta make-up setting spray brush cleaner, brushes (due to their quality, price and in-store promo of a Tote or Water Bottle). For fun, we added two half price Make-up Kits and a few other a la carte goodies! Well...here are the issues; and why I didn't end up asking where my missing Free Gifts went. We had a TON of items, all of a sudden there was a line if women behind us wanting to checkout, and the gal aassiting us at checkout seemed pretty new. The make-up kits rang up wrong - so a manager had to fix them...and thankfully started assisting other customers. (Keep in mind too, that after 2 hours of shopping with 2 girls, I'm beat too - since I had to play "sales associate," make-up artist AND mom...) The gal didn't give us our Neutrogena gift, so I politely asked, she got it. Asked about the Kenra (she was soooo lost back there) - but when we got home, realized she only gave us the Shampoo - NO Conditioner. And silly me...I (yes I) forgot to ask her, the Ulta sales associate about the Free Ulta Water Bottle or Tote - so we received NOTHING. Usually the gals are on it, happily assisting in-store, and piling up the Free Gifts as excited as I am. Why Monday's experience was so poor, and left me feeling honestly a bit cheated, happened I'm not sure?! I thought about calling the MOD yesterday (but honestly the girls and I were on the go till 5pm) or today - but wasn't sure they would care or listen or say "we were probably out," but the gals ALWAYS (except this one) apologize, advise and sometimes substitute when a gift or gifts are out, so....? I also had to ask her multiple times to use my (you know they are rare!) 20% off coupon. 🙄 NOT a good experience - good luck to those shopping this week, may YOU receive good in-house customer service and assistance, and ALL the goodies and...

Do not get an appointment with Susanna M! She might decide she doesn't feel like it and her boss will back her up!! During the consultation, Susanna told me she thinks I've been causing damage to my hair with the repair products I've been using. I said I didn't think so since it looks better now than before. She tells me I shouldn't do the keratin today and, looking at my hair, I decide ok let's do the blonde at least. She either thought I took too long to answer the question or I don't even know WHAT but she suddenly told me "I'm not going to do your hair. We're not vibing." What? I said no I'm vibing, everything is fine. She said no I'm not doing it for you. I was shocked and I POLITELY asked if there was anyone else that can do the blonde. She said NO and was very rude with it. I almost left quietly in shock but then I decided to ask to speak to a supervisor bc it was too crazy (normal I do not do that but this was the third disappointing experience I've had and I spend a lot of money with my Ulta card and I've been loyal!) I asked if this was a standard practice for somebody to have a bad day and then you don't get your hair done as a customer? She said let me go talk to her. She came back and told me that Susanna had given her some kind of story that was different than mine and that she can refuse service anytime to anyone. And I said so I can't count on getting an appointment when I make an appointment? And then she told me some BS story about how Susanna did not want to do anything to my hair because it looked so damaged. I said no that's not what she said. She said we "weren't vibing". And I was starting to get upset and she could hear it in my voice and she said that I was getting upset and therefore this was somehow justified. So I suggest you don't even get an appointment here at ALL but if you make that mistake, do not get an appointment with Susanna. And the last time I was here they damaged my hair with the blonde and they messed up my eyebrows so it doesn't seem even really worth it at all. I don't know what kind of rinky-dink fresh out of Beauty School unprofessional sensitive hacks they've got working here but it was my THIRD terrible experience. Good luck out...