Ulta Beauty — Local services in St. Matthews

Typically, when I go to Ulta St. Matthews, I just get what I need, and I'm out in a couple of minutes. However, the past three times, Ulta employees have widely shrunk my opinion of this store. While the store is typically stocked and well-maintained, the customer service and general kindness of the employees are less than desired.

Firstly, I was visiting with another individual. I'm aware of the mall policy that people under 18 must be accompanied by an adult Friday through Sundays. We were visiting on neither of those days. We were approached by a team member and reminded of the mall policy that was not in effect at the time. We were never told directly to leave, but we felt extremely unwelcome after that interaction and decided to leave. We were not being loud or disruptive to the store environment, and I had a handful of products I was going to purchase. I felt scared to go to Ulta for several months after this.

Secondly, I was visiting to buy a product that said was in stock at this location. I came in looking for it, I looked everywhere and I could not find it. I went to a team member asking for help, and she was standoffish and rude to me when I asked for help. She kept offering different products that weren't similar to the one I asked for and acted as if it was a chore to help me. I brought up the fact it said it was in stock, assuming she would offer to go check in the back for me, and she never offered or asked. I asked if she would be able to check in the back, and she refused. I left feeling mistreated and unhappy with the service I had been given.

Lastly, I visited yesterday interested in buying a new NYX product that had just been released. We looked everywhere for it and couldn't find it, even though it was listed as in stock. There were zero employees on the floor, and we had to go to the register for help. Two out of three of the workers at the front were on their phones and not paying attention to customers. After a minute, one of the employees who was on her phone offered to help. She very quickly looked for the product I had requested and commented about how it was just out on display, and she didn't know where it went. At this point, I thought she would've gone and checked with another employee or went into the back to check for it because we had confirmation that it was available at this location. Instead, she walked off and got on her phone again. I left and was able to find the product at a different store. This experience really put the nail in the coffin for me and this Ulta.

The Ulta in St. Matthews 6 has consistently failed to meet expectations, and I would recommend Ulta in the Paddock shops. It is the best Ulta I have visited, and they genuinely care about...

Walked in for a pickup order but I was early and hadn’t received the email letting me know my order was ready yet, so I was happy to do some browsing. Was not greeted by a single person. Walked down at least three aisles where employees were present and stocking items, and was never asked if I needed assistance, my presence was never acknowledged. I’m pretty sure one of the things “secret shoppers” look for at Ulta is if they are greeted within the first few minutes of entering the store…Walked to the aisle where the product I ordered was, and saw there were two left. Wasn’t really worried about it, since the store was pretty empty, went ahead and picked out another item and went to checkout. While checking out I get an email notifying me the item I ordered was no longer in stock. Weird because I literally just saw TWO of said product right in its designated space. Alerted the cashier and she asked the young lady whom was suppose to be doing the online orders about the item and she stated “Yes we’re out of that item.” I then responded “There are two back there…” to which she responded there were none when she looked (I was literally looking at it not even a minute ago). So I walk back there and there and behold the TWO remained in their designated space. I grabbed one and went back to the front to check out. Was it that big of a deal? Not for me bc I was already in the store browsing, but how hard is it as an employee to simply walk in the aisle where the item is located and retrieve it for a paying customer? Also, no apologies. A simple “sorry about that ma’am” would’ve sufficed, but they just carried on with their “busy” morning (I was likely one of three customers in the whole store). And this is why online shopping is becoming more favorable. Customer service and curtesy is at an all...

Another reviewer said she felt discriminated against while shopping at this Ulta, and I experienced the same thing. I was browsing multiple aisles looking for a new foundation. As I was walking around the store, an older employee was greeting everyone and asking if they needed help. On multiple occasions, she was in the same aisle as me and another customer, and only asked the white customer if they wanted assistance. I was ignored every time (I am a black female). On another occasion, I came back to browse for a lip product, and it seemed as though every aisle I went to, an employee was following close behind me. I felt uncomfortable and racially profiled. The most recent instance, I came to return a product but couldn't find the original packaging and didn't have the physical paper receipt. The product was on my account though, under recent purchases, so they were able to look it up and find it. Since it was past the 60 day mark, I couldn't get a refund but requested an in-store credit. The employee who helped me immediately gave me an attitude and said she didn't want to approve the in-store credit. She acted as if I stole the products and was trying to scam them. I informed her that the receipt was on my account and therefore it was Ulta policy to issue me a credit, and it wasn't up to her. She called the manager up there and he had no issue with giving me the store credit. Thank goodness for him. This is the first time I've ever made a google review about discrimination, and after 3 strikes, I will never return to this Ulta location. They need some serious racial...