Ulta Beauty — Local services in Greenville

I have been an Ulta customer for several years, a diamond customer at that. For those who read my review and may not be aware, the qualifications for a diamond customer are to spend $1,200.00 or more annually with Ulta. I can assure you that Ulta in Greenville,NC will never receive any of my business from this point forward. My daughter and I visited Ulta in Greenville on Sunday, September 13, 2020. We were greeted with “Do you ladies have a mask”? Not welcome to Ulta, do you ladies have a mask. I responded, “yes ma’am” and put mine on. My daughter isn’t able to wear one. The manager that rudely greeted us as we walked in the front door made no additional comments. I now know that Ulta’s protocol for those who can’t wear mask is to offer curbside or online services. Why did the manager not follow Ulta’s protocol and offer us those services? After shopping in the store for well over 30 minutes with no customer service offered whatsoever my daughter and I we’re shopping for body lotions. There was another customer also shopping for body lotion who was conversing with my daughter and I on the different fragrances of the lotion. I heard a voice repeat the words ma’am multiple times but because I was engrossed in purchasing a suitable lotion for myself and my daughter I paid no attention to her until she approached me. It was the manager shouting ma’am across the store from the Mac counter as she was walking until she reached me and my daughter at the Body Shop and Hempz lotions. She demanded that I needed to put my mask back on and I stated to her that I would be happy to when I completed my decision on the body lotion that was a fit for me and my daughter. Another customer also shopping for the same lotions was standing within two or less feet of me and had pulled her mask below her nose and was trying to decide between two fragrances as well. This manager never ask this customer to place her mask back on her face to cover her nose and mouth. When I asked the GM why I was told “we are not talking about her, we are talking about you. “This was very embarrassing to my daughter as she felt like that we were called out by the manager in front of all the shoppers in the store. My daughter left the store as I was checking out and I proceeded to the manager after completing my purchase to ask her to acknowledge that some people cannot wear mask and that to discriminate and embarrass these individuals is unacceptable, quite honestly it is a violation of rights. The manager was extremely rude, was using her personal cell phone to text while on the sales floor and offered no respect while I tried to speak with her. In fact when I informed her that I would be calling corporate headquarters for the treatment that my daughter and I received while visiting the Greenville store, her reply to me was “whatever, I don’t care what you do. “ I will stop now, this truly is only half of the story, it takes an even worse turn when the GM calls me and tells me she will view store cameras and get back with me the next day. Of course, you guessed it, I had to call her back, and after a very very unprofessional performance by this GM I am pursuing different action. I didn’t ask for money back, gift card, merchandise etc.. I only ask that my daughter receive an apology for the discrimination and humiliation that she was made to feel by this manager. I was told by the GM, and I quote, “Well, that ain’t gonna happen.” I shop very frequently at the Morehead City Ulta, and I have never experienced anything but great and friendly...

5 stars for the awesome manager and makeup team who saved the day… and this review.

I booked a makeup appointment (at this ulta is a mac makeup appointment) about two ish months prior to my event. I called to confirm about six times before the event and two hours before my appointment. Each time I confirmed I never received an email about my appointment, additionally, I asked to confirm my appointment for 3pm. Each time it was confirmed.

Now we get to my appointment, I showed up a half hour early like I was asked. 2:30 for a 3pm appointment. Only to be told my appointment was at 3:30-4:30. Normally it wouldn’t be a big deal but my event was at 5. I expected my 3-4pm and I’d have an additional hour to squeeze in. (At the moment when I booked this was all available). Of course I’m caught my surprise and I’m upset. The man working the Mac counter denied everything, didn’t apologize or even try to help. After explaining what happened and how I called TWO hours before my appointment that day his response was, “I can go on ahead and cancel it for you or you can wait”. jeez. thanks so much.

I NEVER want to be that person in the store but I had to ask for a manager because I just didn’t understand where the miscommunication was. After speaking to her, she apologized multiple times and let me know it was an issue on their end. She grabbed one of her employees to help me get my makeup done and this is where the TRUE magic came in.

This ulta employee never did makeup in the store before. This was his first time, however he does makeup on the side… just never in store. Not only was it the best makeup appointment I had, he made me feel so comfortable and helped me calm down after I almost had an entire anxiety attack. Both him and his manager are the TRUE definition of team players and compassion.

Bravo to the way the leadership team leads their employees. And to the beautiful and kind soul who did my makeup for my ball, you’re amazing. Your makeup is amazing. You’re truly a beautiful person. I know you were thrown into a crazy situation, but you really out...

Just in case anyone is expecting great customer service at this location - Greenville, NC - DON’T. It’s a small store, & they have tons of product, which is great. However, they are lacking in customer service.

Today I went in to look for a new product. On Ulta.com it said ‘In Stock’ at this location (& trust me I understand that inventory systems may not be 100% accurate). The first person I asked was a specialist for a different brand. She was SO SWEET, & tried to help. When she couldn’t help she suggested I go up front to see if it was up there since sometimes they place new products at the front, or maybe someone up front could assist me. So I looked around a little more to try to find it, then went to the front to ask. I politely asked about the lipgloss, & before the associate (50 something lady with curly shoulder length dark hair) even looked around, or checked the warehouse, or their inventory system, she said that (online) an item can say ‘In Stock’ at that location, but it doesn’t mean anything. She said, “It means that it can be at a bigger store..but it’s not at this one.” So I said, “So you’re telling me that when an item says it is in stock in a particular store, that just means it can be in stock at ANY Ulta location?” (Like at any of their 1,000 stores...) She didn’t answer my question, but she responds with, “We can do store-to-door.” No thanks, I will order online on my own or go to Sephora just so that location doesn’t get credit for a sale they didn’t want anyway. I will never go to this store again. It also makes me wonder how many other people they don’t help & sales they don’t get...