Ulta Beauty — Local services in Clark

Today I had a very unfortunate experience at the Clark Ulta. I went in looking for a specific foundation in a specific shade. Unfortunately, the shade was missing in the display. I had to hunt down a sales associate to get some help - it wasn't very busy, but no one really seemed to care. I eventually found one and asked if she could help me find the shade. She spend about 3 more minutes rearranging a perfume display before helping me. Now, I understand that there are tasks to be done - I spent man years of my life working in retail. I also understand that the main goal is to sell. Help a customer first, then go back to your display.

When she finally did come over to me and check for the shade, she also couldn't find it (there was also no additional stock in the lower drawers) she just walked off - without saying anything. I assumed she was going to check either the system or the stock to see if the shade was in the store. After waiting for about 5 minutes, I realised she wasn't coming back and went to look for another associate. I explained to this associate that I had asked her colleague but didn't know where she went in case she was indeed still looking for the shade - I did not want to create double work for them. Turns out, the first associate just started helping other customers without saying a word to me. Nothing. When I told the second sales associate that it would have been nice to know that she wasn't coming back, there was a bit of a rude answer. Then, she started checking the drawers, however there was a huge stock trolley in the way that I, as the customer, had to move. She did look, but since their stock was such a mess, it took some time. Then she said she would go check the back. At this point I had been waiting in the store for about 15 minutes for a simple foundation purchase. I told her that it's fine - I will go to Sephora as I was with a toddler and his patience was wearing thin.

It seems that this Ulta has a managerial and staff morale problem. Staff is untrained and unhappy. It also seems that management cannot seem to handle the staff or the maintenance of the store.

It was a real bummer. I felt like they didn't really want to help me or have my business. Hopefully the store can work out its issues as I think it's a super convenient location. However, it will take me some time before I am...

Terrible customer service. This store is also shady with how they announce sales.

I worked with Amy in prestige cosmetics and she was fabulous - kind, patient, and nice. The product she was helping me with appeared to be on sale, and when I asked her if it was, she told me it was a good day to buy that item.

When I got to the register it didn’t ring up on sale, and after the cashier asked the manager for a price adjustment, the manager came back with the sign announcing the sale and said it was for a different item. I mentioned that the sale sign was placed directly above the item I was purchasing and that one of the associates had even said it was a great day to buy the item. The manager’s reply was rude and condescending: “Oh well you see the name here is this one and the name of your product is that one.”

I ended up buying the product because I didn’t read the sign closely enough and because Amy was so helpful. But the more I thought about it the more it bothered me how rude the manager was; I was wrong, sure, but she didn’t need to be so snarky about it, and she should also make sure that the store’s sales are advertised in a way that before customers are even involved, that her team understands.

I should have just left the product and bought it at Sephora, where the sales team is always so helpful. I definitely won’t return to this Ulta, and will probably just rely exclusively on Sephora from now on out of principle.

EDIT/UPDATE: After contacting Ulta about this experience, the store manager reached out to learn more. She was very polite and took action with her employees to ensure this doesn’t happen again. She also offered me a discount to use if I shop there again, and when I went back the manager on duty was kind and helpful. Since Ulta did take action to correct the situation and the store manager seems to genuinely care about how customers are treated, I’m changing my review from...

As soon as I walked into Alta and Clark Commons The staff was so friendly and immediately greeted us asking us if we needed help with anything, my mom is looking for a particular product that they did not have at the store they offered some other recommendations and also told her where she could find it but most importantly we were not pushy they were not pushy for sales they weren't trying to get her to buy some thing else because there's a lot of stores that push sales and that's a huge pet peeve but I love how they ask you if you need help you ask them a question the answer it and then tell you if you need anything else don't hesitate to ask to come find them or ask anyone on the floor but what really caught my attention was Alyssa, I was looking for some thing and I have not been in the store for a while so I was a little lost for a second and Alyssa could immediately tell that and she came over to me and asked me if I needed help finding anything not only did she tell me where it was she brought me over to it and gave me a nice compliment on my sunglasses which I thought was very sweet and as I continue to look and shop around she came up to me and my mom and gave us each a sample of a cream and I thought that was such a sweet gesture because it's not like we bought anything from her all she did was show me where something was and to me that's the true definition of customer service and she really sets the bar I've never had someone just come up to me and hand me a sample just because and the fact that she also gave one to my mom as well was extremely sweet she was beyond professional she had a great professional look her hair was done nicely her makeup was done nicely, in my eyes Alyssa is a...