Ulta Beauty — Local services in Watchung

Update: I spoke to Erin the manager. Who was very apologetic and offered to refund the services I was not happy with. She was very understanding, professional and resolved the situation.

I had an appointment December 27th for a balayage. I went to Sara, I spoke with her prior and asked for a balayage with a root smudge and a keratin treatment. I don’t get my hair done often, so I don’t like the blonde going up to the roots. I like it blended in with my natural dark blonde hair. Also, I had spoke to her about not going too short, because I wanted to be able to put it back without any pieces falling out. The pictures I showed her were from my previous hair stylist (who moved) and I wanted it back to the same color. After my hair was done it looked a little too short but otherwise fine in the lighting there. I got home and immediately wanted to see where the length would be after washing it and letting it dry straight. It was way too short, and it did not look like a balayage at all; it looked like a full head of high lights. After three days of washing it with purple shampoo because it was so brassy, I then tried to contact her over Instagram. I sent her photos of my hair and asked if we could do a root smudge (that was never done) and tone the blonde because it was brassy. I also have photos of this entire conversation. After I had not received a response for four days, I called the salon. I explained the situation and how I didn’t want to complain and how I like Sara, but this is not what I asked for at all. They set up a new appointment for me to come in and have it fixed. At this point I had already paid $390 with an $80 dollar tip. I went in for the appointment where my hair was supposed to be fixed and look like what I originally wanted. I left with my hair almost entirely my natural color and spending another $215. It hasn’t been this dark in over 20 years. At this point, I don’t feel like myself and am extremely unhappy with how this situation was handled. After my hair was dried, I again took out the pictures of my hair and how I originally wanted it, she told me I would have to come in again. Which would be another $390 appointment. I’m just genuinely curious how the hell it makes sense that in all I should pay $995 plus over a 20% tip. If I were to go to that appointment for a third time that would be totaling $1,155. I’m sorry but this whole situation is unacceptable. I’m an Esthetician and if a guest were ever unhappy, I’d make sure to resolve the issue; without making them pay twice for what they should’ve received in the...

Terrible customer service!!!! Re-train ARIANA on customer service!!!!! Immediately!!!

I came in on 6/6 to exchange a few items and repurchased items for my daughter for her graduation. I had 1 item that I asked ONLY for a price check with no intention of purchasing at that time. The cashier "Danny" apparently did not remove the item which cost $50.00 and it was added to my bill. I ended up paying a difference from the purchase items and once I got home and reviewed my bill again I noticed I was charged for the $50 item I did not want to purchase and never took home. I do not live in the area so couldn't return to the watchung store then when I called store was closed. I called once I knew store was open 6/7/22 and spoke with Ariana. I informed her of what happened and gave her his name, date and Register # that she asked for. She did not apologized at all for my inconvenience and his error. She said she would have to review the camera and get back to me. Well, Ariana never did so I left work and came to store. The young lady informed Ariana I was there and her non-customer service attitude wasn't inviting. She acted as if I was lying or she seemed disinterested. This was a huge error on the store employee and that was not recognized. Her words "I have your information and told you I would call you". Well, let's just saw her tone was not professional and as the customer why should I wait when the funds were taken from me wrongfully and I didn't buy the item?!? She took her time, no urgency and when she went to review the camera she must have saw I was correct. She went to the register, complete my refund and ask did I have the card. I used my Utla MC and gotten my credit back. I have worked in Hospitality for over 25 years especially in Hotel Operations and customer service, guest recovery I am skilled. Ariana your Manager in your Watchung store must be retrained. No apologies came from her and she then just walked away. Not even "have a good evening and I'm sorry that happened ". Unbelievable! I love Ulta but I will NEVER come back in this Watchung store or recommend. I will continue with South Plainfield and...

New to the area (from NYC), and my biggest challenge is that local salons have limited days/hours perhaps due to COVID. It's also been so hard to get appointments. When I discovered that every Ulta store has a salon, and salon hours were the same as store hours, it was a win! I booked online for the Watchung branch.

My first time there was with Nicole - for a root touchup. Sweet young girl. I asked her about more services, particularly about Treatments, but she wasn't sure what they were, likely because she was a newcomer to Ulta (they still had "Welcome Nicole" signs up).

My second time there was with Maribel - for a root touchup and a scalp treatment. I booked the "express" color since that's what Nicole said I should book for next time, but Maribel said the Express wasn't too great for grey coverage. It was only supposed to be left on for 10 minutes but she kept it on for way longer than that. Maybe to ensure grey coverage, I thought to myself. That resulted in my scalp and skin at the nape to get very irritated. It's been over a week and it has not completely healed. When it was time for the scalp treatment, she asked me which one. I pointed to the only "scalp treatment" on the menu and you could tell she had no clue what it was. After washing off the dye, she put some cream on my scalp and hair (much like you would when using regular conditioner), wrapped my head with plastic, placed me under heat (not steam), then washed it off. No scalp massage at all. It was only $20, sure, but it was like the most overpriced conditioner I could have done myself at home.

Not sure if I will be going back to Ulta for their...