Ulta Beauty — Local services in Phoenix

COMPLETELY UNPROFESSIONAL!!! i made an appointment 2 days prior to get my hair cut on wednesday with Marlene specifically i arrived 5 minutes late!!! and when i arrived i was informed she was still with her last client so i told them that’s not a problem i don’t mind waiting. about 2 minutes later Shirley comes up to me and tell me she’s going to be cutting my hair today i was a bit confused because i booked specifically with Marlene 2 days prior so shirley explains to me that marlene got double booked or something like that. i just feel i should note my appointment was at 7:30 pm and no one even called me to tell me id be with another stylist! so i go ahead with shirley to her chair and i had some pictures and videos to show her what i clearly wanted we talked about and she told me my hair is too thin for that cut and we’ll just do long layers and face framing. easy right? NOPE! i told her that sounds great let’s do that but if i want to take layers up an inch or 2 that’ll be fine right? she visibly becomes frustrated telling me that apparently going a little shorter is a TOTALLY DIFFERENT HAIRCUT. so we go back and forth for a while on it and she straight out tells me i swear to god with an attitude. “i don’t want to do a recut” and she keeps telling me let’s just go shorter let’s just go shorter and i keep explaining to her that u can’t put the hair back once you’ve cut it. so she goes to ask the manger if she can do a recut? and i end up talking with marlene who’s doing a client next to me and she tells me i have 7 days for a recut if i don’t like my hair. so i ask marlene if i have 7 days why would she go have to ask a manger. than marlene starts getting technical with me and starts telling me well u have 7 days for a recut if its not right like if its uneven or not straight or something like that so i said wait u mean if i dont like my hair shes not gonna recut it cause technically theres nothing wrong with it!? she just keeps beating around the bush and saying the same thing. shirley comes back and says “the manger said thats 2 different haircuts” first of all thats not even what u went to ask second of all its not. she explains to me she won’t have time today and doesn’t even offer me a recut IF EVEN NECESSARY i talked to the manger i explained what i was told and how i was feeling about this situation i explained to her the attitude i was given and what shirley had said to me about not wanting to recut nor how she even offer it to me. moving on i end up explaining what i want o ruby another stylist and she said okay that sounds great ill do your hair! i said perfect great what do u have available she said my earliest availability would be sunday at 4:30pm i said okay we booked our appointment and haven’t spoke since today at 4 i was getting ready to leave and be on my way there when i had 2 voicemails from ruby 5 HOURS PRIOR TO MY ORIGINAL APPOINTMENT. telling me she moved my appointment up to 3:00 and she’ll be leaving at 4:00 today.. i called her and she explained to me that it was her schedule or something like that and if i can make it she could get my haircut in 40 minutes but the haircut says it take an hour and 10 minutes on the website. i was asking her why did we even book at this time of your leaving and she just continues going in circles and telling me we’re wasting time arguing but i was not arguing, i was asking SIMPLE QUESTIONS. point of the story MARLENE. SHIRLEY AND RUBY ARE UNPROFESSIONAL WOULD NOT RECOMMEND THIS ULTA AT ALL!!!!!! i’ve been to a couple ulta’s for last minute haircuts and they were always great , this...

I would give zero stars if I could for an experience I had yesterday during the daytime, which resulted in me returning a product which did actually end as a good experience, but outside of that, this store needs major feedback on several pain points.

I have been going to this Ulta for a long time, ever since I moved to Phoenix about a 3 years ago. Never (until last night) was I offered to redeem my Ulta rewards by a cashier, and the cashier who checked me out yesterday gave me a hard time reviewing what I could redeem when I asked. There was a 15 percent off deal which she told me I couldn't use, and failed to even bring up/helpfully point out I had over $50 in rewards points that I could redeem for the purchase. Another cashier helped me understand that I was eligible for the 15 percent discount, which was good/helpful.

Secondly (and perhaps more importantly, since I realize I can access and see my points as an Ulta rewards/platinum member) there was a product that was recommended to me in the middle of the day by a floor employee that should not be just recommended to anyone. I was having a conversation with them about my preferences towards Beekman 1802 because of my skin sensitivity, and she wanted to make a product recommend Mario Badescu Vitamin C Cream with Hyaluronic Acid. She said the word "natural" frequently so I decided to switch out my choice for a Beekman 1802 product. I tried it at home after a shower as part of my typical 3 step skin routine, and my facial skin started to itch and burn about 5 minutes after. Now I have a minor case of contact dermatitis around my nose, and my skin barrier was totally disrupted. I washed it off as soon as the reaction started and looked at the box for the listed ingredients. Perfume was listed very high up on the list, and I heavily suspect cinnamon (and oil which should never be used on the face, let alone sensitive skin) is in the perfume components because of the smell of the product. I think the feedback that is best here would be that "natural" doesn't always mean better, and that for extremely sensitive skin, it should not be recommended. That employee is not responsible for my skin reaction, so I don't fault her, but please have products like that recommended with care. I brought up my skin sensitivity several times and her over-excitement about the product won me over. At this point between the cashier and the floor experience I was ready to take my business to Sephora permanently.

I went back immediately that location later in the evening and exchanged the Vitamin C product for the Beekman 18p2 product. The cashier Cheyenne was extremely helpful, and brought up my Ulta rewards eligibility (which has NEVER been done at my multiple visits to this Ulta prior). She was kind, polite, professional, and received my feedback graciously without throwing her coworker who sold me the product under the bus. This store is very lucky to have someone like Cheyenne on their team. 5 stars for Cheyenne specifically, but overall one star for this Ulta location.

I normally don't go out of my way to write a poor review unless the service received was absolutely horrid. Would still not recommend people give this...

The ladies working here are so unbelievably incompetent. It blew my mind. Kaibah is rude with an attitude and doesn’t listen. Hannah is completely clueless and also doesn’t listen. I purchased $85 worth of products and I wanted to use my rewards points and a coupon. I mentioned this to Kaibah after I gave her my number for the rewards. She scanned everything and told me my total. I let her know again, I want to use my points and I also have a coupon. She looks at my coupon and says all the products I’m purchasing aren’t eligible for the coupon. So I use the usual monthly coupon instead, $3.50 off $15. She tells me the new total, but I didn’t notice the $8 rewards being taken off of the amount. So I ask her a 3rd time about the rewards, and she said she already applied the $8. So I check out and leave. I check my receipt in the car and realize SHE DIDN’T USE MY REWARDS. I also read the terms & conditions of the $10 off $50 coupon. ALL THE PRODUCTS I PURCHASED ARE INDEED ELIGIBLE FOR THE COUPON. So I go back inside. There’s a different associate ringing people up, Hannah. I explain to her the situation, that I want to return everything, use my $8 rewards points, and use this $10 off $50 coupon instead of the $3.50 off $15 coupon. Hannah refunds me for the $3.50 off coupon. That’s it. Didn’t use my $8 rewards or the $10 off coupon. Once again, the associate isn’t listening or understanding me. I’m just shocked at this point. It’s not that difficult to understand. So I explain to Hannah again what the situation is. She had to ask the associate next to her for help 6 times on how to do this properly. I explain to that associate what the situation is. Then that associate then has to ask a 3rd person for help. So I’m now explaining everything for a 5th time and getting frustrated at this point. There’s now 3 people trying to figure out how to do this correctly. Guess what, they call over a 4TH ASSOCIATE TO HELP. It’s supposed to be $18 off, it’s simple! The register kept wanting to refund me random amounts that did not add up. $5, $7, then $10. I kept telling them this isn’t correct and asking how this makes sense to them. 8 plus 10 equals 18, THIS IS BASIC MATH. Shocker, they call over a 5TH PERSON TO HELP. So I’ve know explained the situation 6 times. This person appears to be a manager, FINALLY!!! 20 MINUTES LATER!!! And she credited me the $18. Wow!!! Are basic skills such as math, active listening, critical thinking, and customer service not a requirement to work in retail anymore? Guess not! They should be embarrassed. Also, thanks for...