Ulta Beauty — Local services in Richfield

Beyond disappointed in your employees! I wanted to share a disappointing experience I had at Ulta today involving an associate named Sarah. I came in to exchange a tanning serum I had purchased last week, which was linked to my membership profile. I initially started the return with another associate, but was passed off to Sarah because the first person didn’t know how to process an exchange. Sarah asked me to enter my phone number, which I did, and then requested to see my ID—something I’ve never been asked for when making a return under my profile, but I complied. She then told me she couldn’t locate the purchase and said it would have to be marked as “unverified.” I showed her the digital receipt on my phone, but she insisted on getting my email address again. After some back and forth, she called over a manager. The manager could clearly see the purchase on my phone and said, “I see the purchase right there.” Sarah then responded, “Well, I guess you’re the manager so you make that decision,” adding that Ulta’s return policy had recently changed to require a physical receipt instead of locating the purchase under an Ulta membership. If that’s the case, what’s the point of having a membership profile if purchases can’t be verified through it? Sarah continued to emphasize the new policy multiple multiple times and reminded me that I’ll need to bring a physical receipt next time. She continued with it’s not her fault and that Ulta changed the policy not her. I UNDERSTAND! But the way you speak and treat someone is something you can control. Honestly, with the lack of helpfulness and attitude—especially in a store that wasn’t even busy—it makes me question whether I want to continue shopping at Ulta. Please train your associates to treat customers with more respect and to better understand your return policies, especially when the purchase is clearly visible and verifiable. I understand policies need to change due to the rise in theft but I am not stealing from you. I needed to exchange a $14 serum for a different color, I didn’t even need my money back. I spent 20 minutes going back and forth about an EXCHANGE.

Oh and, if the return policy has updated, change your receipts! Reading off of the back of my receipt it says the following: “Return Policy: Returns are easy! No need to have your original printed receipt when you make a return if you used your Ulta Beauty Rewards membership number on...

I'm a product junkie - and while they have a good selection of "stuff" - I'm done with Ulta. First - they're really shady and have product reps roaming around, seemingly employed by Ulta (because they don't disclose anything else, and walk up to you and ask if they can help you). It doesn't matter what you ask for, they will ALWAYS steer you to their crappy line and give you a load about why it's the best ever. So you think you're getting advice based on knowledge of all of their products, but in fact you're getting scammed. That's shady. Secondly - they need to get a clue about basic customer service. Today, there were two registers going. One concluded their transaction. The other one needed a product pulled. Instead of continuing to ring customers - one of them stood around staring at the ceiling while the other (that was done ringing the customer) decided to go find the stuff. Really? So NOBODY gets helped? Then, after waiting five minutes for the team of two to go on a snipe hunt, I finally get rung up. One of the shady product consultants walks up and wants a price check. So - clueless clerk stops ringing up my items and starts to log in to another register to do a price check Even after I pointed out how rude it was, she and the shady consultant just gave vacant looks and didn't say a word. How about "sorry I'm really rude and think that I'm the center of the world"? Okay, how about just "sorry"? Nope - apparently they don't have a clue. This isn't the first, or even the second time that this type of customer "service" has happened here.

If you know exactly what you want and have NO questions, and don't mind waiting a long time to get helped and then having people cut in (and the staff willingly comply), then this is a fine place. I'll be going to Sephora...

Today, I went to the Richfield location to pick the correct color for my skin tone. It's hard to justify online photos. If you want a color that truly matches your skin, don't be lazy; visit a store near you and talk to the artists there.

Heather was the dear who helped me today. She is a very patient woman. She helped me with every item I had on my list. We went through it one by one and figured out the right color for me. She didn't show a slice of tiresome during our time together. She invited me to sit down in the beauty station, put the makeup on, and offered feedback so I was able to decide the best color for my skin. I'm ecstatic now. I prefer to purchase online, but I know what color to buy. I won't be buffling anymore. Thanks to Heather, she listened to my needs and was super patient with me the entire time. What a great experience at Ulta Beauty. I surely let the store manager know that Heather is excellent. In the end, Heather offered me a gift before I left the store. What a lovely person.

Thank you for...