Ulta Beauty — Local services in Phoenix

PSA: Please consider having an employee check your makeup/products before purchasing and leaving the store. I went into this location last week (2/8/24) to purchase a MAC Studio Fix Foundation Powder Compact- for $44 + tax (along with three hair products, order total of $133). These pictures show what I discovered when I took this "new" MAC product out of the box the next morning: a used compact, with an extremely weathered exterior and product gutted out (plus a Mabeline powder puff applicator in the lower compartment, which an employee later pointed out). I was stunned, as this has never happened to me before. It was an inconvenience, for multiple reasons (the travel back, unexpected time needed to deal with it, not to mention, completely unsanitary)-- but I was confident Ulta would appreciate me bringing this to their attention, and exchange it for a new one. They deserved to know.

Well, that assumption was naive on my part. I first spoke with Taylor, the manager, trying my best to be discreet about the details of that experience, outside the earshot of other customers (out of respect of the company). I'll try to summarize this as best as possible: both Taylor and Courtney (managers on duty) not only assumed but passive-aggressively behaved in a way that implied I was the perpetrator in this scenario (as though I was trying to scam them). Their cold demeanor and lack of willingness to help me was gutting, and I was told repeatedly that they couldn't/wouldn't do anything- other than giving me customer services number. Essentially, I was being robbed of $50. Insult to injury was the employee I realized they had blocking my path to the exit (as though I would do what? Bolt with my already empty container?) I burst into tears, as all the other shoppers were witnessing me in a truly vulnerable state. I left shortly after, without my money or product I paid for. The rest of that day and the following, I felt like an empty shell-of-a-human: this isn't as much about the money as it is the princple.

I've attempted to reach out to corporate multiple times, to rectify it, and keep getting the same disingenuous scripted responses. I felt completely hopeless, disgusted, and angry-- and I no longer believe Ulta really cares about the several "bigger picture" reasons regarding why this was wrong.

My only objective, at this point, is to arm other consumers with knowledge. Out of the four products I purchased, not one had a safety seal on them, to ensure consumers they weren't tampered with prior to purchase. God forbid, if you are unlucky like I was, the managers are more likely to believe that you're a scammer, over the reality of new products being swapped with used ones, then re-shelved. I know now to have ALL future beauty products checked by staff, prior to purchase- but will never be back to any Ulta store. Despite 23 years as a loyal customer (and many positive experiences) this situation left an awful taste in my mouth. Zero integrity, professionalism, or decency. Paying customers should not have to eat the cost of thieving individuals, or the humiliation like I experienced. No amount of money/free product can undo the damage that was caused.

To the manager at this location who actually IS professional, Caitlyn (sp?): You were the only redeeming factor in this whole awful experience, and actually treated me like a valued customer today. Thank you for actually helping. Still no word from district manager.... I won't hold my breath. Ulta: I'm sorry people steal from you. That must happen alot, especially at this location, considering Courtney and Taylor's actions. That is obviously awful... but please do better, for the sake of the customers who are also affected by...

THIS DESERVES NO STARS! I came inside this store to purchase a gift for a birthday. I didnt know exactly what I wanted to get her either makeup or perfume. I came inside with my baby girl in her carseat stroller. We went around the store trying out samples of the perfumes ended up feeding my daughter in the store and then found a perfume I wanted to buy noticed it was on sale too which was great. I also wanted to get her a Morphe eyeshadow pallet with the perfume so I put both items on the bottom of my cart which is viewable to the public not hidden at all. One of the girls with long dark hair at the desert ridge shopping center location in Phoenix Arizona approached me and said I had to carry a orange shopping bag with me store policy I had no idea of but I respected it and took the bag and the items and put it again under my cart which I couldnt hold cause I was strolling my baby cart so I had to put under the cart. The girl watched me the whole time I noticed she was going close by wherever I was even if I didnt touch anything she was eyeing me checking my cart making sure what I was doing which was just walking. I ignored her and then I decided I wanted perfume only because I didnt know if she might like the eyeshadow pallet so I went back and put the morphe pallet back where exactly I found it. Went to the cash registers and a nice girl helped me check out and she told me the price and I said it was on sale the price is on the back. She understood and told me she needs the manager to change price in the system and I said okay no problem. The line was already getting bigger the girls in the front werent really helping more customers the girl that helped me told me she will help the other customers because she saw they were making comments of frustration. The manager came and it was the girl that gave me the orange bag. First comment was oh where is all of your stuff you wanted to buy and the orange store bag you were roaming around the store. The way she said it wasnt to make a nice conversation it was totally to accuse me of stealing I said I only had two items the whole 1 hour I was there she acted like she didnt believe me. Shes like discussing the price with the other employee that called her and then she went back to get another managers approval I am not sure for price change. At that point I am still waiting there my baby is getting cranky I am trying to stay calm because this is crazy why would she care where is all the stuff I had in my cart like she said but I only had two items the WHOLE TIME!! She comes back and says where is your orange bag I said I gave it to your employee right next to you when I came to the register. She is like why didnt you let us put the items away for you? I said what are you talking about what items I only had this perfume set and the eye shadow pallet I put away where it belongs. Her employee that took my orange bag didnt even tell her anything while she was right next to her making it seem like I am lying. I told her you know what check your cameras make sure I returned the item I dont understand why are you telling me this I dont have the time to steal anything and I would never. I told her you know what keep your item I am never again purchasing anything from here. I always come in to buy my estee lauder foundations and eyeshadows here but never again because to be treated like a thief is DISGUSTING. I know I am not the only one there are plenty like me to deal with this. You guys need to change how you treat others not everyone is that...

This is basically my home Ulta. I’ve known people in the Salon, Clinique & Lancôme counters. Previous jobs of mine also happen to be close to this location. I’m a member & have definitely earned my “veteran status” you could say.😌 I’ve seen & made connections w/different employees here. Ex.’s Missy, Kelsey w/jet red hair that was in Lancôme long ago. The floor manager Jade who unfortunately is no longer here. Customers often start asking me questions as if I work here. I was just genuinely helpful once w/a gal thinking about purchasing Tarte ShapeTape, I basically helped her make that decision. When I came in about 2 weeks back, I noticed new employee faces. Sammi & Genesis were very friendly, welcoming, patient & helpful!☺️ They didn’t rush me or pressure me to buy something. On the flip side, Judy, a thin small older woman w/jet black hair on different occasions treats me indifferently & rude. She always comes off stand off-ish. I get vibes that she think I’m trying to steal or something...when I usually come in w/just my phone, keys & wallet. Im close to being a platinum member. Regardless of the way I come in dressed, work uniform or not, I’ve spent lots of money in Ulta in general & given my business & loyalty over a very long period of time! Everyone should be treated with the same respect & care when entering a store. Whether there dropping $100 or $20. A book should never be judged by its cover. Like that famous saying, the CEO & janitor should be treated the same. Bottom line, regardless of how many employees I know & am cool with, I shouldn’t only be treated great by them. Every customer should be allowed to “play” like advertised & feel comfortable in such a “all thing beauty” store. Please make all employees & managers more mindful of this moving...