Ulta Beauty — Local services in Hendersonville

I am not a person that normally leaves reviews, but our experience last night was inexcusable. We normally shop during the day and have for years at this location, and have the most amazing customer service every time! We decided to go in around 8pm, I understand the low staffing at that time. However, there were 3 employees I witnessed in the store. We were not asked if we needed any help, which was fine, so I decided to walk up to the registers where a girl named Savannah and an older lady with an accent were gossiping about other employees while I stood and waited after they seen me. I didn’t interrupt and finally I was spoken to by the older lady, I asked if it was possible if they had a certain item that was not on the shelf and she told me no, if they had it, it would be on the shelf. Normally, every time I ask that, the employees look underneath and find me the item. She said they can try to order me the item, I told her I would finish shopping and we can do that when I check out. My daughter and I continue to shop, I then realized that the tester for the product that we wanted was not there, my daughter was finishing up. By this point we had approximately $200 in items which is normal for every purchase we make. I went back up to the counter, again to hear Savannah gossiping to the older lady about employees. I am again ignored this time for a little bit longer, I again did not interrupt. This time I can see the frustration in Savannah‘s face as they both turn and look at me and do not ask what I need, so I look at them both and say that the tester is not on the shelf so can I just tell them the name Of the brand and the color of the highlighter? Savannah has a confused, and very snobby look on her face staring directly at me, the older lady answers yes no problem. Savannah then looks at her very snarky and says, “I was so confused!” In a very nasty tone! Basically making fun of me very rudely so I said, “I can see that!” In the same tone I received. The older lady nicely looks up the item. I say thank you and go to get my daughter and told her what had happened. We get back to the counter for the last time, this time the older lady was not kind for some reason and as I’m bringing the coupons up on my app, she jerks the phone out of my hand! And I said I’m trying to see which coupon I’m going to use. She says you can use the 20% off one item, while she still has my phone in her hand I said there’s a $10 off of $50 coupon I would like to use. She continues to hold my phone and stare at it and my daughter then reaches over and takes the phone from her and says excuse me she said she was still looking at the coupons. I then open up the coupon for her to scan it and she tells me it’s not working and I said OK. I have another one that is for all brands in case that is the issue. At this point, another employee with long dark hair walks up and her and Savannah start looking at each other making faces, I then looked at the older woman and said, “I think I’m just going to order everything online.” I dumped out the bag, lined up all of our items, and took a picture of them. Savannah and the dark haired girl started to laugh. This will be our last time ever entering this Ulta. This is very unfortunate considering we have shopped here every week for many years. I understand that my shopping here neither makes nor breaks the store, but the way that we were treated and made to feel last night needs to be addressed. Also, I immediately got on my app In the parking lot and purchase the items. Coupon code was not a problem.....

On July 22 a post was made to the Ulta Beauty Hendersonville Facebook page advertising a back-to-school makeup class for girls. The class was to be with Chloe on August 5th, from 6-7pm. I knew it would be something my daughter would thoroughly enjoy, and I wanted to make her back-to-school experience extra special this year. I called that day to get her scheduled. I should have known something was amiss when i had to speak with three different people before anyone even knew what I was talking about. Finally I spoke to a gentleman named Robert who seemed familiar with the class. He took my daughter’s information and assured me she had a spot in the class.

Tonight we drove 45 minutes to Ulta for the class. We arrived a few minutes early, and went to the counter to check in. When I told the lady we were there for the class, she looked confused. So I pulled up the post on their Facebook page and showed her. She stated that it was odd because Chloe wasn’t even there tonight. She was apologetic and offered us a private lesson with another lady who had an open spot at 6:15. She also indicated they would “do a little something extra” for our inconvenience, though she didn’t specify what that was. My daughter had been looking forward to this class since I told her I had signed her up, and not wanting to disappoint her, I took the 6:15 appointment. It was 6:21 when we were called back; not a big deal. However, the lady was there alone, obviously overwhelmed, and was answering the phone and scheduling appointments while we continued to wait. Then she had to go gather makeup from throughout the store before she could begin.

She was very polite and kind to my daughter, and she did a nice job on her makeup. However, we were only with her for roughly 35 minutes. So I was quite surprised when the ticket she printed showed a charge of $60 for one hour. To be clear, I do not mind paying for someone’s time if we actually used the time, but I prefer not to pay for time we did not receive. I approached the girl at the front desk and told her what had happened. She seemed unconcerned, and then asked to see the “flyer” from their page, so I pulled up their Facebook page and showed her the post that was STILL THERE, and very clearly stated the date and time. We had shown up for an event they still had posted, with nothing indicating it had been canceled.

She called her manager, and I once again explained what had happened. I let her know that I didn’t mind to pay for the service if I had gotten the full amount of time, but being charged for an hour when we had gotten 35 minutes max did not seem fair. She was clearly unconcerned about the entire inconvenience of the matter, and didn’t seem the least bit concerned about my daughter’s disappointment over not getting to do the class we had specifically signed up for. The manager acted as though we were an inconvenience to her for having the audacity to suggest that perhaps we shouldn’t have to pay for time we did not use. She agreed to reduce the fee to 30 minutes and left to get a new ticket. When she returned, she handed me the ticket and walked away. No apology, no “something extra” for my daughter, NOTHING. The worst part is that they didn’t even own the mistake that was very clearly still on their Facebook page! Nor did they do anything to try and rectify the situation. They could have easily fixed this, but they truly could not have cared any less. Completely unprofessional and grossly incompetent. That’s all that I can come up with to describe this place. ZERO stars...

Yesterday's visit (10/26/22 around 2pm) will prevent me from returning. I frequent this location and have been coming for at least 2 years. I came yesterday after receiving a mailer earlier last week that highlighted some specific items on sale and new gift sets. I drove to Hendersonville from Davidson County with the intention of purchasing 2 fragrance gift sets, multiple eyeshadow palettes, and several body scrubs. Unlike many businesses in the area, there were several associates inside. I am accustomed to being greeted and asked if I can be assisted. Instead, the 2 women at the front went the opposite direction in avoidance of me. Since I was looking for very specific items, I started with the fragrance gift sets. There were many end caps and new sets spread throughout the front of the store and after circling 3 times, I assumed one of the 4 associates watching me would ask to assist me. No one did. Instead- they continued to stand and watch until I walked up to 2 of them standing next to the foundations and asked "are there specific associates assigned to help with the fragrances or can anyone assist me?". They responded that anyone could help and asked what I was looking for. I told them I was looking for the 2 piece Valentino gift set and they proceeded to walk the same circle I walk and say "I don't think we have it". Considering there were sets placed throughout the store, I asked if there was a way they could check elsewhere and they responded "You can always order online and have it shipped to you for free" and then they walked away. I walked past 3 other associates, not one of them acknowledging me as I was looking for the eyeshadow palettes shown in the mailer. Because I was dressed in all black a customer stopped me to help her and I pointed to the associates standing nearby and wished her luck getting assistance. I found the palettes and went to check out and they were not ringing for the price shown in the mailer. The associate checking me out said she assumed the mailer was a Black Friday preview but could not offer a date that the prices shown would be reflected. At that point, I just offered to put all my items back in their rightful places and leave to order the online- as the original person suggested. As I was replacing the items, an associate came an stood over me- not saying a word- literally just standing right next to me as I put the items back. I could have made a big deal about it, but it honestly wasn't worth it- especially considering I was paid more attention when I was trying to leave than when I was actually in the store looking to spend money. That will be my last time there.

(Found out when I got home to the mailer the prices go in affect on 10/30- not...