Ulta Beauty — Local services in Olympia

Edit: they did refund me which was nice and they were very understanding of the situation, but my hair is still destroyed 🫠 Just got my hair done here by Brandy and am so beyond devastated. I had wanted to do an all over blonde and a cut. Which I know would have been a lot of time and money because of the inconsistencies in my hair already (previous highlights, uneven tone, etc.). There were a few red flags to begin with; the first was just the general lack of communication. I had noticed that after I had mentioned how I wasn't sure what was realistic for me to achieve in a single session vs. what wasn't, my stylist just was like oh we can do that and went in with the bleach (no strand testing, no talk of potential damage, etc.). She also didn't really speak to me throughout the whole appointment, like I had to ask a couple of times about how things were going and I would just get a vague answer like "its lightening". The second red flag was the fact that she had my chair turned away from the mirror throughout almost the entire process. So I could not see what was happening. Now, this was especially frustrating for the haircut because I didn't know how much she was lopping off until the very end when it was too late. Before she started cutting, we briefly discussed the cut and I said that I didn't want to touch the length(she touched the length), and I just wanted some subtle layers, a little face framing, and minor shaping. When she turned me around I kinda looked like I had gotten the long Island medium haircut lol. To top it off, when I went to touch my hair, my heart fell to my stomach because I could feel just how badly she had damaged it. There are hunks of un-blended choppy layers only on the top layer of my hair and it just looks so bad. I now have to go buy a bunch of bond building products to try and salvage it, but...

Only ever has a single cashier with huge lines :( Stood in line for about 15 minutes while the cashier took advantage of an old lady and signed her up for the credit card, forcing everyone to wait longer. Another person in line asked for another cashier and the employee literally really rudely said "give me a minute", nothing else, walked away and no one ever came. When I finally checked out, I asked to redeem my points, but instead of helping other people in line, THREE other employees came up to the registers and began planning a "girl's night out" :/ so the cashier never added my points I wanted to redeem, said nothing to me and silently handed me the receipt while I was waiting as they just talked about girl's night instead of helping the rest of the line. So frustrating every time I come here, I declined the credit card about 4 times as well. Every time I said no, they asked again. Never in my life has anyone hounded me so hard for a credit card at an ulta. Obviously this location's cashiers take advantage of older people to get sign ups and push the credit card to a point that it's...

Kylie is AMAZING. After being transferred back and forth between Ulta customer service and the credit card department I called into the store to ask for help. Kylie knew the answers to my questions and went out of her way to make everything right. When I went into the store later that day to pick up my item there was a rude customer in line who was upset with the wait. Kylie’s professionalism and customer service was outstanding. She acknowledged the clients concern, provided a quick explanation and communicated the “fix” she implemented. She did a phenomenal job deescalating the situation by ensuring the client knew her feedback was heard and important. All while still helping me. I manage employees in a customer service profession and I have high standards for customer service. It is not often that someone provides me with the service that I expect of my own team. Kylie - thank you for everything, you are a...