Ulta Beauty — Local services in Mayfield Heights

I just had a very disappointing experience. We are in the area from out of state for my son’s wedding. My daughter and I went to this specific store because they carry Laura Mercier. I am a long time Ulta diamond customer and have always had great experiences at other locations. I was not greeted and was not met by an employee with an offer for any help. I had a basket with quite a few items in it and went to the hair product section. There was a Kenra spray all by itself, in the wrong section. It looked like a tester. I sprayed a very small mist and an employee came running out of the back immediately and scolded me for spraying something that wasn’t labeled “tester” and I can’t do that. I was going to buy the product and told her that and she took it away from me to the stock room. I stood there like a deer in the headlights. Absolutely unbelievable. She could have handled it 100 different ways, but she chose to treat me like a naughty 10-year-old. I felt insulted and shocked and decided I could not with any self respect, purchase the items in my basket from this location. I talked to the manager about it as we were leaving. I was very kind and still shocked and gave her my basket with the items I wasn’t purchasing. She did not even attempt to understand or make it right, or apologize for how things happened. She just looked at me and said “OK.” I had high hopes for this store and could not have been...

Visited on July 21st with a friend of mine, we walked in and went separate ways bc both there for different things. I was greeted and asked if looking for anything I said yes hourglass, she pointed at the end cap from the benefit counter so I had a hard time understanding exactly where but I managed on my own. Pulled up my Ulta app to make sure I got the right shade, found my shade and went back to my friend. She was looking for a NYX product so I went over an aisle for cotton rounds. I was then approached abruptly by a manager and the same employee that greeted me and pointed me in the direction of hourglass. It was so abrupt they actually bumped into each other as if they were rushing to find me.... This made me feel like they thought I was stealing. they stuck around as I went back to my friend and approached us a second time and asked my friend if she needed help but she couldn't remember what the product looked like. I'm pretty positive the woman next to us was putting things into her bath and body works bag but could be wrong even though I heard things dropping in there LOL. I am long time Ulta customer (diamond) as well as previously working there for some time to understand the proper procedures. The experience was just very weird and unusual. I made my purchase with my Ulta credit card and making this review now just to share...

I went to make a return from an online purchase and at first it was going to refund me the proper amount including the tax. Then one of the managers named Ellen came over and restarted the transaction and did something to remove the tax from being refunded to me. When I was trying to explain to her that I paid more than the price of the product with tax I expected it to be refunded as well because when you return an item you get back the tax you paid towards it as well. To which she responded with a strong attitude“I didn’t do anything it was the computer and there’s nothing I can do” I was trying to tell her when the previous girl pulled it up it had no issue refunding me my total + the tax I paid. She told me I could call customer service to figure it out, even though it would allow it to be refunded to me before she just didn’t want to refund me my whole amount. I had asked her to please restart the return transaction and use the correct invoice from the order and then it worked because she hadn’t pressed any extra buttons when typing things in that time. I do not recommend shopping at the east gate location, they provide below par customer service and the managers will catch an attitude when you have to make a return and try to not refund you the...