Ulta Beauty — Local services in Trussville

After creating online appointments (for me and my 13yo daughter), I was contacted, told those times were unavailable, and agreed to different times to accommodate the schedules of the stylists. At the time, I also asked about cost and was told they would talk with me about that after they were able to evaluate my daughter's hair. When we arrived the next day, our appointments did not exist. They did manage to arrange to work with us (star #1?); however, I suspect we were not necessarily paired with stylists who had expertise in the services we were seeking. The stylist that worked with my daughter did not talk to me about pricing, or how long the process would take (I had been told that I "may" be charged by the half hour). I began to be concerned after about 3 and half hours, and had to wander the store to find a manager as the stylist was not around and no one else was in the salon area, except my poor daughter who was left in the back room for "20 minutes." Again, I was told that pricing and length of service would "depend." What does that mean, exactly? And when would that be communicated to me, the parent? So, after 5 hours of working with my 13yo, who was never offered a break or a bottle of water, they finally handed me the bill. I had been left all day to imagine what the damage would be, so I'm still not sure if I was stunned or relieved. I've certainly never spent that kind of money on my hair before. But, my girl's hair was bright and brilliant, and she seemed ecstatic. So, I took a breath and headed to the register. The associates at the front did manage to help me out by offering a percentage off the day's services by getting the credit card (star #2?). After 7 hours, several hundred dollars, but with a happy teenager, I left "somewhat satisfied." As often happens, after a few days passed, I noticed a few things with my "do," that needed some touching up - my bangs were still a bit too long and my "layers" weren't laying quite right. I called the salon multiple times to see when I could come in and have that fixed up. I'm still waiting on those callbacks from management. But, what is really on my mind today is this - we left that day with a teen who had an amazingly bright, ready-to-rock-eighth-grade hairdo. She did everything she was told to do, even avoided the pool for the last 3 weeks of summer. First day of school hair, while still obviously out of the box sand "cool", so to speak, was quite dull when compared to what she started with and what I reluctantly...

I have been back to this location 2 or 3 times now since my original review in which I just gave 3 stars.. However everytime I have been back the experience has improved and customer service has been outstanding..

Tonight 3/6/19 there was a very nice gentleman named Josh and a very nice woman at registers in front..both very cool and not " overdone" or pushy..pleasant and personable but without being fake or making you feel like they think you're a shoplifter ( I hate that) usually I leave my typically large purse in my car. I have managed a variety of retail stores and understand, but all things have to be done with tact and grace. I also appreciate when they don't have the product that I am looking for but can actually show me something new and sell me on it ... I may not have found what I was looking for, but with help from an attentive staff found something better ..That is Good and Outstanding customer service..five stars..keep it up guys!

Below is original review...just shows don't base decisions or judge by one experience or one person's review. See for yourself and give second chances..

I usually order online ..however it's was my niece's birthday and she turned 17 so I thought I would take her inside and let her pick our a few things she liked..I have only been inside an actual store one other time..but for the aisles and aisles of products and extremely bright lighting..

I over the years have worked my share of customer service jobs..Unfortunately when I do venture into a store it can be disheartening how the lack of customer service is almost...

Came in on an unplanned trip so I of course didn't have any makeup on and in sweatpants. I usually love this store over competitor stores and shop this store often. But this experience left me feeling discriminated against. Stood in line waiting on ONE women to finish her 3 transactions in front of me...it took the cashier, another associate, and a manager to wait on her every question and need before I finally asked after waiting 6 minutes (I timed it) if there was another register they could open. The reply I received was that there was not another register they could open but that the cashier would be right with me. Fine. I waited another 6 minutes before I was finally waited on...at that time they magically were able to open another register after being told there was no other register to open. One of my items rang up wrong and the manager came to assist but tried to point out it was my mistake even though they had placed the clearance sticker in the wrong place. He reluctantly told me he would just go ahead and give me a discount...but it ended up still being the wrong price so I just told him to take things off. I have spent hundreds of dollars there...but the one time I walk in looking the way I did I received horrible customer service seemingly because of the way I looked...they bent over backwards for the lady in front of me that spent over $200. I guess those that don't spend big bucks don't get the...