Ulta Beauty — Local services in Gurnee

I have been a Platinum member for the two years my husband and I have lived here, which is the first time I have ever lived near an Ulta. I get my and my stepdaughter's eyebrows done every two and a half weeks (her's less often, whenever she is in town with us) and we buy our makeup here. Today was the worst experience I have ever had in any Ulta store. I am most shocked and angered that it happened at the one where I have spent so much money! I had bought my stepdaughter a Benefit brow kit for Christmas a couple months ago. She just opened it two days ago but said the color wasn't the right number for her. The product remained unopened. We attempted to do a direct exchange with the product today but were told by the manager that without a receipt she would not exchange it but would return it and give me $.54 for it. Yes, 54 American cents for a $34 unopened product that I was trying to do a direct exchange on. I could not believe this was "customer service" the manager felt she was providing. There was no empathy or understanding shown to me over my frustration for this ridiculous proposal, which to me was the absolute worst thing about it all. I have never been treated like an outsider at my Ulta store before and today that is exactly how I felt. The manager Michelle kept saying that someone must have bought an eyebrow kit for $.54 cents after using their points and therefore that was all could she could provide me with. Nevermind the fact that I did not use my points to buy this eyebrow kit. I used my hard-earned American dollars. "Someone" rightfully used their points as a cash value to purchase an identical product, and while the manager can see my Ulta purchase history and that it wasn't me, she is going to use that person's Platinum loyalty and benefit to ridicule me. Yes, I absolutely see a $.54 offering as a form of ridicule. So basically she would have taken my brand new eyebrow kit and given me $.54 cents for it, sold me another $34 eyebrow kit and then turned around to sell the returned eyebrow kit for another $34. This is gouging a customer and not even a sensible person's approach. I could not be more angry with this complete lack of common sense customer service! I will be sending this same message to their...

Not sure if the requirements during the hiring process here is rude, clueless and judgmental, but if so, this location really nailed it! The first time I came in a few months ago, I had used my mom’s ulta card to purchase my items, all I needed to do was confirm the security information on the profile. The second visit, I was told that I could not use my mom’s card, and when I told the cashier that I was able to the last time I was here, I just had to answer the security questions and show my ID. she then told me that I needed to be an authorized user, which I was, but they still refused, but asked me if I still wanted my items, I told them no since I cannot use the credit card that I am authorized to use. Today, I put the rewards number in and without any sort of extra steps, I was asked by Jenna if I would like to use my credit card. I told her yes, but I wanted to use the points on there and that I was an authorized user on the card, and very ignorantly she says to me “uhh okay? What does that mean?” A coworker explained to her what it was and I was asked to call my mom by said coworker to confirm I could use the points, but somewhere in the mix of me interrupting the conversation Jenna was having, I didn’t hear her tell me to put it on speakerphone. I got on the call and as I asked my mom, Jenna ever so rudely tells me “I told you to put it on speakerphone.”

Well I do apologize, Jenna, for not hearing you because you were having a side conversation. I should have let you finished discussing the rain and making purchases to your coworker! The attitude and treating me like I am dumb was very uncalled for and very unprofessional for someone who has a name tag with “lead cashier” on it. Maybe behind the scenes work, such as janitorial duties would be a better fit...

I want to start by stating I am educated on hair chemistry and understand how hair processes color. Now, I got my hair done and I have never been more disappointed or embarrassed of a salon service as much as this one. The appointment was for a simple full highlight. I had 100% virgin hair and had not gotten my hair professionally done in 8 years. I wanted to do something nice for myself, to make myself feel good. However I’m so unhappy with the results I will likely never get my hair done again. The appointment was for a full highlight, I was not expecting to be charged for 2 full highlights and a partial highlight all in one appointment. She added on olaplex to preserve the integrity of my hair- laughable because I can’t even get a brush through my hair now. The appointment took 7 hours. Yes 7 hours. She left the bleach to process while she took continuous breaks and did not bother to check on me if I needed anything like water or a snack. At one point the bleach was literally burning my scalp and it hurt so badly. I was so nauseous by the end of the appointment I was ready to pass out. She left toner on my hair while she took another appointment completely and she practically ruined my hair by over processing it. She did not even talk to me the entire appointment, no customer rapport was built and when she did talk it was only about herself. Completely unprofessional. The final result was maybe one or two levels lighter than I originally went in with. Yet I had a $350 bill. She ripped me off and overcharged me for so many...