Ulta Beauty — Local services in Rome

I am extremely disappointed with the continued lack of professionalism and basic courtesy shown by staff at this location. It seems to be the norm. During our most recent visit, my mother — who is a loyal customer — briefly used the brow station mirror to try out a few eyebrow pencil shades. There was no brow artist present & we were using the testers, just at the mirror with good lighting at the artist station. What followed was completely unacceptable.

Emily and another manager (dark hair, white shirt) openly gawked at us and made it very clear through their body language and tone that we were unwelcome. Instead of offering assistance or politely redirecting, they were condescending, dismissive, and unkind. This is not the first time we’ve felt disrespected in this store, but it will absolutely be the last.

As we walked out, Emily said “have a good night”. It was 10 am which just made us question if she was under the influence, intentionally rude or simply didn’t care about our exiting experience considering the events beforehand. Either way, it felt icky to say the least.

As longtime Ulta shoppers, we expect better — especially from management. This pattern of behavior reflects poorly on the brand as a whole and deserves corporate attention. We will be taking our business elsewhere and advising friends and family to do the same. Sephora would never do us this way & quite frankly they have a better selection.

Do better.

Edit to add: the person who checked us out was incredibly kind & helpful. They were out of receipt paper, which sounds like a management issue, but they was the best part of...

Great selection of products just didn't care for being followed around like some sort of criminal. All black people don't steal, lol. My fiancé and I were in town for his business trip/site visits, and being five hours from home I couldn't easily access the Concealer that I left behind. A heavier set young lady with dark colored glasses and dark colored hair began circling around where we were in the Lancome section. My fiancé checked out fragrances and then came back near me to sit at the station where you swatch products since he wasn't interested in anything else. Anywho, she began randomly touching products in the Kylie Cosmetics section while eyeing us. Then circled around the back of the aisle and ending up touching things on the Too Faced section before finally asking if we needed help. Even though quite comical to see her trying to play her Inspector Gadget skills off, it still was very uncomfortable, but we try not to make a big deal of other people's ignorance when it comes to racial discrimination because that's a "YOU" problem honestly. I still made my purchase and the young lady upfront who's name is Summer based on the receipt was super sweet (who was left with a long line to man herself, considering her coworker was playing security or chatting vs doing what's likely outlined in her job description) !! Wish I could have given a higher rating because they even had things that we don't have back home and being a Diamond Status member, I frequent Ulta quite often. Just the experience was a no go. Hopefully their service gets better before corporate starts getting complaints...

I’m writing to formally express my disappointment after a very upsetting experience at one of your locations today — August 5th, around 10:30 AM.

I visited the store shortly after undergoing a dermatological procedure to remove a few moles from my face. As someone who was already feeling self-conscious, I walked in hoping to find a few products to help me feel more like myself. Instead, I was met with judgmental stares and cold, dismissive behavior from multiple staff members.

I was particularly disheartened by the way I was seemingly discouraged from trying tester products on my eyebrows — an area completely unrelated to my procedure. As a registered nurse, I take hygiene and infection control very seriously and would never compromise the safety of myself or others. Still, the discomfort and scrutiny I felt was undeniable.

Rather than feel welcomed or supported, I felt like an inconvenience. I cut my visit short, grabbed what I hoped was the right brow pencil, and left as quickly as possible.

It’s hard not to feel like, had I come in without any visible skin concerns, I would’ve been treated differently. Unfortunately, this wasn’t an isolated incident — it reflects a pattern of subtle but consistent disregard that I’ve felt in previous visits to this location as well.

I won’t be returning to this store, and I hope this message prompts a closer look at how Ulta employees are trained to treat all customers with respect and empathy — regardless of how they look when they walk...