Ulta Beauty — Local services in New York

I had an unfortunate salon experience with the stylist named Candy on 8/12/24 that at first I thought was going well. I booked a wash, silk press, and cut at this salon. My request was basic. I wanted an even blunt bob as my right side was longer than my left. I questioned the techniques used but didn’t want to offend a professional so I let things play out. This stylist proceeds to take pics and videos of my hair under the guise of wanting to airdrop the before and after results to me because previous to this appointment, I mentioned to her that I had a bad experience with a Dominican hair salon and booked with Ulta to fix it. She never airdropped them to me. Instead, it went on her IG account without my consent and upon examining my hair at home, it was still uneven. I later learned I got severe heat damage in some areas due to her methods. I was dissatisfied with the service.

I called to communicate my dissatisfaction and wanted a correction done. The Manager’s do corrections and the Manager Michelle wasn’t going to be available until the next Monday (8/19/24) so I booked that date. I then got a call from the Hair Educator Nia on Sunday (8/18/24) who was passive aggressive and shifting blame on me and it was clear she didn’t view the cameras or talked to her team about it before contacting me. For example, she said corrections preferably should be done within the same week when that wasn’t possible because the Manager wasn’t available then. Another example, when I mentioned the numerous times I got burned by Candy with the flat iron on my scalp, she said if I wanted puffy roots I should have just said that lol. I was literally in defense mode and taken back by this call. I later learned that was not standard procedure for the Hair Educator to contact me. The call left a bad impression on the professionalism and etiquette of this Ulta salon, and I almost canceled the correction due to that. I wish I did.

Upon my arrival to my correction, Candy was there was a nasty disposition. I ignored her. I also found out my image was still on her IG and instead of her removing it, she blocked me. I asked the Manager to speak to her about it and then it was removed. As I’m getting services done in the Manager’s chair, I see Candy secretly recording me and angling the phone in my direction. I tell the Manager who said she will be checking the cameras. Candy was making the whole correction experience so uncomfortable, the Manager had to ask her to leave the floor.

The correction with Michelle was satisfactory. I did however want to make a complaint to send to upper management about my entire experience. I did so with Ulta’s Guest Services who forwarded my complaint over to the GM and DM. I did not get any contact from the GM but the DM Karla called me today with no insights or true apologies given. It was just a check in protocol type of call and all she cared about was if my correction was satisfactory. She claimed she couldn’t tell me anything about their investigation and honestly seemed apathetic and a bit rude. I didn’t want to waste my time anymore and hung up the call.

If I find my images floating around while I’m IN Ulta’s salon and that employee is still working there, there will be legal consequences. I need this to be taken seriously. I requested my funds back with Guest Services. I will never book with another Ulta...

I went in person to the 34th Street location to update my contact number since it can't be updated in the app. I asked a rep on the floor and was told it's something that needs to be done at the register. I got on the line and stood behind at least six people. After the two young ladies in front of me went to one of the registers, I saw the register at the corner light up and went towards it. I realized within a few seconds that there was still someone there so I started walking back to my spot at the front of the line. As I was walking back to my spot, another register opened up meaning the young lady at the register said "next" so instead of returning to the front of the line, I went straight to her register. She very loudly and rudely told me that there's a line and that I need to stand on the line. I explained to her with a smile that I stood on the line and I was next on the line. I even pointed to the person standing behind me on the line and said to the rep at the register that you can ask her to reconfirm if you'd like. She just kept shrugging her shoulders, looked at me in an extremely nasty way and very loudly said WHATEVER! She said that at least five times and then refused to look up at me as she went on to ask me what I needed. I asked her to kindly update my contact number (which still hasn't updated 24 hours later). I told her the number. She barely mumbled the words "alright" and "done" without looking up at me and called the next person on the line. I was so shocked at her rude, hostile and discriminatory behavior that it made me cry. For a brand that talks about diversity and inclusivity, I felt that I was discriminated against because I looked different (I was wearing a saree). The rep didn't believe me (in other words making me feel like a liar) gave me an attitude when she did speak, was extremely rude and dismissive and went on to completely ignore me, even refusing to look at me. I am 100% sure she wouldn't have behaved this way with someone of a different skin color or ethnicity or someone wearing "American" clothes. Not only did she not provide me with any service, she behaved in an unacceptable way. I shared my experience with a rep on the floor before I left since she saw me crying and offered me a tissue. Even the young lady who was behind me on the line told me to speak to a manager as she was leaving because she felt that the behavior of the rep at the register was absolutely uncalled for. I am now regretting not speaking with someone in a supervisory position so at least someone else wouldn't have to go through this kind of unfortunate experience in the future. I will definitely never go back to this location. This experience has left such a bitter and negative impact that in fact, I strongly feel that I will no longer continue to be an Ulta customer. I sincerely hope that the individuals who are hired receive mandatory training on how to respectfully provide customer service to ALL...

My exchange with an ambassador of this establishment left me speechless. I arrived to Ulta on a cold, 30 something degree late November night. As I search through the skin care section, I’m racking in my brain, trying to remember if the brand I’m searching for is sold there, or if it’s at Ulta’s direct competitor’s locale. I am approached by a woman who initially shows concern for my inquiry. She confirms that indeed, the product im on the hunt for is not sold at Ulta, however recommends a more than suitable alternative. Alas, the interactive begins. She proceeds to tell me that i need to purchase X Y Z, due to the redness of my skin. I state to her that the redness she is speaking of is solely due to the fact that i have been walking in the 33 degree NYC climate. Uninterested in this, she proceeds to tell me (and this is NOT taken out of context FYI) that the product i was on the initial hunt for, “is made for nice skin, you cannot use this.” I tell her “I do have nice skin”. She proceeded to back peddle, and tells me about a series of products that i have already explained to her that i am aware of and have used previously. She starts to pick apart the blemishes and imperfections in my skin. We surface on a topic regarding vitamin C serum. I tell her that I recently received a facial, and the aesthetician explained that vitamin c may potentially be more beneficial if its ingested vs topically applied. Her response to me was, “I have studied skin care very well, anyone can be an aesthetician these days”. Ok…..feeling peeved and disrespected, i just wanted this person to leave me alone at this point. Then, she proceeds to tell me “I’ve noticed you keep touching your face, skin care 101, you don’t touch your face”. I am fully aware of the long term damage that is caused by touching your face, but it seems like she is fully unaware of what is like to be a decent human being. I grab the items that i wanted to purchase, and check out. The rep at the counter could not be more friendly, personal and professional. She was graceful, kind and took her time. I am not playing a “card”, by any means, but i am a Ulta Diamond member and have never been treated with such random disrespect in my 30 years on this earth. Treat people the way you want to be treated. If you work with the public, be kind. It’s just that simple. Ulta, please be mindful of the people you bring on board to your team, ,and appreciate your...