Ulta Beauty — Local services in Southlake

I have been a customer of Ulta since I was 16 or so I am 25 now and HAVE NEVER IN MY LIFE BEEN TREATED THIS WAY. Not only that I used to work for Ulta as a side job in my younger years. I am now a Manager in the customer service field and I am appalled at the experience I had at this location.

On Saturday 1/20/19 I visited this location to find some gifts. As soon as I entered I was not greeted which was fine as a previous employee you can't say Hi to everyone right? Well then I am walking around the store literally just having a fun shopping Sunday with my boyfriend. 2 minutes in to our shopping trip we notice all eyes are on us not only that but there is this older white woman in a pink vest following us around the entire store. At this point I had 2 items in my hand. No one asked if I needed assistance as all employees with ear pieces on starred at us. SO RUDE but I get it I am wearing dark clothing, I have a beanie on and a small purse O and I'm Mexican so yeah all signs point to I'm going to steal something in Southlake. I looked over it as a Latina you get used to people as this. Then I asked the MAC associate with red hair to assist me in finding brushes which she did no problem and was very sweet. As I am crouched down because the brushes are 5 inches from the floor and poorly labeled trying to find the correct one, I as well as my boyfriend notice helicopter Helen in the pink vest is literally following so close she could trip over our heels. Not to mention where I am crouched is right in front of the registers like there isn't enough employees around. At this point I feel harassed and very annoyed. I stand up and my boyfriend just to see what Helicopter Helen would do casually walks down 3 aisles and there she is starring right at him following him. We could not believe our eyes as we are both in customer service and WOULD NEVER TREAT ANYONE LIKE THIS REGARDLESS OF SKIN, RACE, RELIGION OR CLOTHING. We spoke to our cashier Mindy who was very empathetic after hearing our experience and told me she would pass the message to her manager. I literally left because I felt so uncomfortable and even more annoyed that I had to go to another location because of the way I was being looked at. We did not want to make a scene so we left the store and there Helicopter Helen was STILL STARRING AT US did not say have a great day, thank you for shopping with us as the previous customers who left seconds before we did got. After I called the Manager to express my concerns regarding my experience he assured me he would review the footage and make this a learning opportunity. Which at that time could of been respected but looking at the previous reviews, it seems as though the stores Manager and higher ups do not care how people are being treated. I will never in my life shop here again. I totally understand people steal from Ulta all the time. Its one thing to notice suspicious behavior its another to straight harass someone for wearing a beanie and being colored other than white. I would hope someone would turn this store around or learn how to train someone correctly. It is ridiculous for a store of their stature to have as many negative reviews as this one.

Sincerely a Latina who will never allow someone to treat me as I...

My experience here was honestly horrible, which is a shame because I have had many good experiences with Ulta’s salon (at the Flower Mound and Abilene locations). I figured the service would be just about the same so I made an appointment a few days before coming in. I came in and had to wait 15 minutes until my hairdresser, Mariah, finished up, which wasn’t a huge deal and I let go. I get in the chair and told her exactly what I wanted. I had hair down to my waist, even longer when straightened, and I was very fond of it. I did not want a lot cut off, just for my dead ends off (which I realized was a lot). Despite asking for such a general thing, she showed me exactly where it would be cut, which was UNDER my chest, something I made SURE of before she touched the scissors, I even showed reference photos. In the process of cutting my hair, I feel the length and how short it really was. I convinced myself that it would be find so I waited it out. She finished cutting my hair and I looked in the mirror distraught and said “It’s REALLY short.” She proceeds to tell me that that is what I asked for and that hair grows back. I figured if she was not going to admit it, there is no point in arguing. I cried one time in the chair but told her it was fine because I just wanted to be nice. That day, I cried one more time and the next day, several more. I finally realized that I needed to speak up and say something about my hair being messed up after looking at pictures and comparing what I wanted to what I got. I called in and after a few phone calls, I got a refund despite the hairdresser Mariah never admitting that she was wrong and she cut my hair too short. A lot of people have also mentioned that my hair is extremely uneven and I’ve noticed that myself. Safe to say I canceled my appointment for my sister and I will NEVER be going back to any Ulta ever again for a hair appointment despite my good experiences with other Ultas. I am going to get it redone at another...

I stopped by looking for some makeup products for my upcoming wedding. One of the girls working there named Julia was so helpful and nice! She asked me some really great questions to see what style I was looking for, and what features I wanted to stand out vs others I might have concerns about. That made me feel cared about and like she really wanted to help me (not just like there was another employee trying to sell me the most expensive thing), she seemed really genuine and sweet and I left feeling even more excited about my Big Day. As she was recommending some makeup options for me and was kind enough to try some samples on me, we got to talking about a bunch of things and I felt comfortable enough to share with her some serious medical challenges I've faced the last year (had to have multiple unexpected surgeries) and due to medication I've been taking it has seriously ruined my skin and for the first time I've having acne problems and extremely dry skin. The girl helping me, Julia, was so crazy nice and professional and took even more time to show me some must buy skincare products and also shared personal tips and tricks that she's tried to help with certain medical needs. I cannot express how amazing and memorable her level of customer service was. This is not something you see everyday and that's exactly why I make the drive for this particular store. I will be back before my wedding and next time will be bringing my sisters with me to surprise gift them each whatever their individual recommended makeup products end up being as a thank you/celebratory gift for them being in my...