Ulta Beauty — Local services in Southern Pines

Disgusted by the way I was treated by the employee Monique. Booked a brow appointment for 2:20 I show up 10mins before my time. I go to the brow area, which (by the way when I made the appointment I was given no instruction on where to go) and asked an employee named Monique for help since I have an eye appointment. She rudely asks me "we'll, did you book an appointment, or?" and stares at me like I have 8 heads. So at this point I'm just ready to leave, but give her the benefit of the doubt. I tell her "yes I made an appointment ". She stares like I'm bothering her, so I tell her it's with a woman named Charizma. So she looks over and sees she is finishing up with a client. She tells me she'll be right with me. So I browse around near the brow bar so they can let me know when its my turn. I find some product for purchase and I look at the time. It's around 2:38 and I look over and there's a different client in the chair. So I see Monique and ask her what's going on with my appointment. I let her know I noticed a different person in the seat and wondered what was going on and why I wasn't informed it was my turn. She again rudely asks if I booked the appointment and I just tell her "yes". I'm now getting frustrated because she already knew that I booked the appointment so what was the reason behind asking again if I already said yes. She goes and gets the book to "verify" I booked the appointment. She sees that I did and says that it's been double booked like I was the one making appointments. She pauses and said I could either wait ANOTHER 20mins or re-book for another time. In conclusion I left extremely dissatisfied and upset. I didn't even purchase my products I picked out and told Monique I won't be back unfortunately. I'm writing this in hopes to make the customer service experience at this location a little more pleasant for customers like me. The lack of communication between employees and customer interaction is missing the mark in my opinion. I could go down the list of the things that could have been done differently to make my experience better but also, one employee lost a client...

I recently visited your store 2 days ago with a friend from out of town. She was excited to learn there was an Ulta in Southern Pines as she had been traveling all the way to Fayetteville. We both came in looking for different foundations. She was looking for something for acne prone skin and I was looking for aging skin. We were immediately directed to the Lancôme section. The lady in the Lancôme section was pleasant enough and matched our skin tones perfectly so that’s a positive for you. The problem started when my friend voiced her concern over the foundation she was trying to sell her. It was outside her budget. It was $57 dollars and she was looking for something slightly lower. She asked if she could be color matched with a different brand and was immediately told that her Lancôme match was unique to Lancôme and couldn’t be matched. That’s not what she asked. She asked for someone to try and match her with another brand. She wanted options in other foundations not just Lancôme. Again she was told she couldn’t and that everything “on that side” of the store would be the same price. The Lancôme lady also went as far as to mention a few brand names that weren’t any good on that side of the store discouraging from even looking. She stated they oxidized after some wear turning orange. Not getting any help from her, my friend went to another sales associate and asked to be color matched to the Ariana Grande line and was told she couldn’t and she was better off staying with the Lancôme. She explained her budget and was this time told nothing “on that side” was in her budget. She normally wears IT Cosmetics which is around $45 so spending $35-45 probably would have been ok but no one asked. They just kept saying stick with Lancôme. At this point she was done. She left without buying any foundation and said she will never go back to that store. No one listened to the customer. No one did anything she asked. Instead they kept pushing a product she didn’t want. So not only did you lose money, you lost 2 customers because I won’t be coming back...

Very nice staff; very helpful and knowledgeable, without being overbearing and pushy. I felt like i could breathe while I shopped, but when I had questions, they were always available to answer them, and ready to assist me with whatever I was needing. The store was very organized and surprisingly, well- stocked, which was very nice; for the first time ever, since becoming a member of Ulta Beauty, I have found a store that has everything I have been wanting to try, as well as old favorites that needed restocked in MY supply cabinets at home. And although, it's a bit far from home, I will definitely be returning, because THAT store is worth the drive, and the experience I had, including with staff members, was excellent enough for me to want to make that longer trip, as opposed to shopping with the local Ultas around this area. I am definitely not saying that these locations are not good, because they're just fine, but if you're like me (not a huge fan of shopping), then it's worth the extra miles to have a pleasant, hassle free, above par, shopping experience where the staff have just the right amount of customer service to be helpful and enjoyable, without smothering you and making you feel uncomfortable, and the store has everything you'd hoped to find when you set out because the truck had been ordered perfectly and the staff keep it clean and organized during down times. For me, an anxious shopper, that'd rather not shop, those qualities found here are absolutely priceless and will make me a regular every time. Thank you, Southern Pines for setting the standard on how a shopping experience at Ulta should look, and feel like, during and after, it's went down. I love this place and will def recommend it to all of my make-up loving beauty queens!...