Ulta Beauty — Local services in Severn

The reviews regarding rude staff are 100% correct. I shop at Ula allll the time and have never had such a horrible experience. I placed an online order on the night of 3/20 at 6:03 when the store closed at 8pm. Now, similar to target, orders take up to 2 hours to fulfill. This particular store is quite a ways from my house but my local Ulta didn’t have the item in stock so placed the order 3 minutes after 7 and hopped in the car around 7. I drove 30 minutes in the rain to get there.

When I arrived, there were several associates there, and hardly any customers, but the manager refused to grab my pickup order because it was placed THREE minutes after 6. Apparently they only grab same day items before 6, but the website doesn’t mention that. Both the manager and the associate at the front explained that there were a bunch of orders ahead of mine, so I would have to come back the next day unless I wanted to repurchase the item in store. The store was practically empty, and given the time there was no way those customers were headed in to pickup their orders that night. I even told them id come back closer to 8 to give them time to get the order to avoid being charged twice.

So I left and came back- not one single customer at this point, and again the ladies at the front told me they would not pick my order and I needed to repurchase the item in store and eventually get a refund from Ulta when the system realized I didn’t pick it up. If I didn’t want to do that I needed to go home and come back the next day. I was extremely frustrated, and shocked at the lack of customer service. Especially since it would have taken minimal effort for someone to just go grab the item. Well, after going back and forth with the manager pleading for her to grab my order since I drove so far and didn’t want to have to spend more money, she firmly said she wouldn’t do it.

Craziest part of the story- I had trouble finding the item and the associate nearly directed me all the way to it. Once I asked the difference in her taking me to the item and just grabbing my pickup order she quickly switched direction and refused to assist further. These folks could careless about customer service and I will not be returning.

Oh by the way their names are...

I visited the store today for around 30 minutes if not a little more. I walked out feeling very insecure and bad about myself. I’ve very rarely been profiled but today definitely goes in my books. I’ve shopped here previously with no issues, unlike any other day I came in with my cousin. We are Salvadorans and native Spanish speakers. I will say we weren’t quiet but regardless my loudness between my cousin and I is not an excuse for our experience. No names will be mentioned but here we go. I came in for a reason but also browsing while I was in near the juvias make up area an employee frequently kept passing in front of us over and over again and it never bothered me she was doing her job and I ignored every rude push over she made till the point that she literally bumped into me and pushed me as she walked pass me. My cousin noticed my mood and simply directed us to another point of the store and at this point I was bothered but let it go. We get to where the too faced section and at first another employee simply asked if we needed help and I kindly said no thank you and didn’t think any thing other than she is doing her job. She frequently again kept passing by us and only us over and over again while very obviously watching us. At this point I’m very fed up and leave to check out and visited the Columbia store nearby for the rest of my purchases without an issue. We were loudly speaking Spanish and that gave them enough reason to treat us the way they did? I very much so disagree to this treatment and I know it will never make a difference for a big company as such. I just simply want my experience heard and put out there for the world to see. Please do better speaking Spanish loudly is no reason to profile your customers to watch them and be rudely push them over. I’m in this industry and I could never fathom physically pushing...

HORRIBLE customer service!!! The first associate walked away to help someone else while helping me select the perfume out of the glass cabinet. Then when she came back rushed me and said your perfume will be behind the counter at check out. That may be store policy so I didn’t take offense to that but rushing me was not okay. I get that it was busy but I am a paying customer just like the next person. It’s holiday time so I stood in line for a good 15min. Once I finally reach the register, the associate behind the counter was not any better with her customer service. She asked if I had a picture of the perfume that was put behind the counter because there were multiple options of the Prada perfume. Whyyy would I take a pix of the perfume if the associate who “helped” said she put it behind the counter? Y’all don’t communicate with one another? I told her I could walk back to take a pix (which is not my job). After walking back, I come to the counter to show her the Prada fragrance I selected. She proceeds to ring up the largest bottle they had. I shared with her I didn’t want the largest size. She then asked me to follow her back to the glass cabinet and in the interim STOPPED HELPING ME TO HELP SOMEONE ELSE by ringing them up. That’s the second time in my shopping experience that an associate did that. NOT OKAY! After she helped them, she realized they didn’t have the size in stock I wanted. A complete waste of my time and energy. I don’t know who trained the associates at the Arundel Mill location but the training was unsuccessful because the quality customer service is...