Ulta Beauty — Local services in Royal Oak

Unsatisfactory Customer Service at Ulta Store #658, Royal Oak, MI

Dear Ulta Customer Service Team,

I hope this message finds you well. I am writing to express my profound disappointment and concern following an unpleasant experience I had at your Ulta store #658 in Royal Oak, Michigan, a location I have frequented and favored for the past couple years

On the evening of my recent visit, I encountered a level of customer service that was, regrettably, far below the standard I have come to expect from Ulta. Upon approaching the register, I observed that the cashier, Taliyah, showed a lack of basic courtesy as the customer ahead of me completed their transaction without any greeting or acknowledgment. I myself waited several minutes before I approached the register, at which point Taliyah proceeded to ring up my items.

Throughout the transaction, Taliyah's demeanor was dismissive and unprofessional. After scanning my items, she turned sideways, making communication difficult, and asked if I wanted to sign up for an Ulta card without making proper eye contact. When I declined, she stated my total but did not inquire if I wished to use my points. Upon my request to use my points, she applied them but once again turned away while continuing to speak unclearly. As I asked for clarification again on her speaking she stated “your total “and pointed to the payment device to show me my total.I printed my receipt .Taliyah proceeded to put the receipt in the bag. At the end, when I asked for my receipt and bag, she responded dismissively without handing me the bag directly. she proceeds to tap the bag and said "it’s yours, these are your items” without passing the bag, further emphasizing her dismissiveness.

Disturbed by this conduct, I inquired about a manager. Sales Manager Gloria arrived promptly but instead of addressing my concerns professionally, she accused me of being on the phone during my visit and suggested we move to a quieter part of the store to discuss the matter. I declined and requested she write down her and the cashier’s name along with a contact number. Throughout the exchange, Gloria’s attitude was confrontational and unprofessional. I asked Gloria what was her and Taliyah title because only first names and phone number was written on the receipt . As I’m writing I asked Gloria what is Taliyah role she stated beauty advisor Taliyah also unsolicitedly offered advice despite my clear indication that I did not require it , stating “And I can advise you”. Taliyah offered unwanted advice, further escalating my frustration. The entire experience left me feeling disrespected and extremely frustrated.

Having been a loyal Ulta customer for nearly a decade, I can state unequivocally that the customer service I received that day was the worst I have encountered at any Ulta location. If this interaction reflects the standards and leadership at this store, I fear I may no longer wish to continue shopping at Ulta. As a result, I intend to return the items I purchased and withdraw from the Ulta Beauty Rewards program.

I sincerely hope that no other customers endure such treatment at this location. I would greatly appreciate it if someone from your team could contact me at your earliest convenience to discuss this matter further.

Thank you very much for your time...

The only reason I didn’t give 1 star is because one of the employees Melissa was very sweet to me while I was shopping. However my check out experience was awful. I don’t like giving out my number or anyone else’s number for memberships or reward points. I totally understand these employees have a job to ask people to sign up, but this girl at check out made me so uncomfortable I’ll never return. I get a Ulta gift card once a year from my mother in law. After politely telling this woman no I do not want to sign up multiple times, she continued to push me to the point I tell her I just want to use my gift card. She then asks me to use the number of whoever gave me the gift card. I tell her no again. She then says loudly that I can gift my reward points to the people next to me. I’m now embarrassed and anxious to leave, I tell her no and she repeats “you DONT want to gift your points?” I literally just want to pay and leave as I’m now humiliated. I was nothing but polite to this worker, her demeanor became so cold and rude she wouldn’t even hand me my bag when she finally let me pay, I had to reach over the counter to get my stuff. I work in customer service and I would be horrified if I ever made a customer...

I called the Woodward location on 8/19 and asked if they had an African American stylist. The rep said, "All of our staff are trained to service all hair types". I asked again if there were any African American stylists and she said, "All of our stylists are trained on all hair types". I said, but I'm asking if you have black stylists. She said she couldn't give me that answer. I asked simply, 'I can't ask for a preference?' She told me to hold on. After about 5 minutes, she came back and said, "Our texture specialist is booked up 4 weeks out". I repeated what she said and she confirmed that the TEXTURE SPECIALIST was booked up 4 weeks out. I didn't believe her but I thanked her anyway.

The only reason I called for an appointment was the first time discount but it isn't worth it. If the business doesn't value us as customers they shouldn't get our business.

Warnings to all non-white or melanated consumers: look for another salon. This one...