Ulta Beauty — Local services in West Chicago Township

I was wrongfully accused of stealing by store associates and the manager while in store on Friday, September 6, 2024. I believe I was racially profiled.

I entered the store at approximately 7:30pm. I went directly to the Anastasia Beverly Hills display to pick up a brow gel, then went over to the Wyn Beauty section to browse. While at Wyn Beauty, an associate asked me twice in the span of maybe four minutes if I needed help. I declined both times. I did not pick up anything from this display. I continued on to the skincare section. While in front of the Peach & Lily section, I sampled one product. While doing so, I pulled up the sleeve of my jacket so I could apply the product. I went to over the CosRx section in the next aisle to sample a product, then came back over to Peach & Lily. The same associate came over to ask me if I needed any help and said "there are eyes everywhere," I suppose implying that I was, in fact, being watched. I sampled a Kopari eye cream and picked up one to purchase, so I now had two very small items in my right hand. The same associate came over again to ask me if I needed help, I declined.

Then another associate urgently came over to ask me if I needed a shopping tote, and I said, "no, I just have these two things." She replies, "Well, my manager is going to ask you to leave because you're stealing." I said, "what? Are you joking?" She said, "No, my manager said you put lip liners and lipsticks in your tote. Security is coming over." It is important to note that I had not even picked up any lip liners or lipsticks while I was in the store. Security comes over and we begin to walk to the front of the store, I ask the associate if I can speak with the manager. While walking to the front of the store, I put the two items I intended to buy on a display as I was walking to the front of the store.

The manager comes out and I ask her to tell me what I stole. She told me that I put items up my sleeve. I presented my sleeves to her and said "Where? what did I steal?" Instead of telling me specifically what I had on my person, she responded, "I am going to have to ask you to leave." When I asked her again to tell me what I stole, I received the same response from the manager and from the security guard. I voluntarily left the store at approximately 7:43pm.

I have worked in retail, both in the store and on the corporate side. I have never come across loss prevention policies that essentially equate to sales prevention policies. I have never stolen anything, nor have I ever acted with any intention to steal anything. As a young, black woman, this entire situation was incredibly painful and upsetting because I know I was racially profiled by the staff in this store. I was simply browsing product in the store, but apparently my presence and interest in beauty products is enough to raise suspicion.

I am disappointed by how I was treated as this is my local Ulta. What is particularly upsetting is the language that was used by the associate and manager. Both of them said that I was "stealing," not that I seemed to have concealed items on my person or in my tote. They used definitive language and I find this appalling. Further, I was physically no where near the store exit or the point of sale, so I am unclear how they could so surely say that I was stealing. And if it isn't clear, I did not conceal any items or steal anything from this store.

This was the worst shopping experience I have ever had. If you are black or a person of color, skip this store -- it might cause you...

Yesterday I visited Ulta and had such a wonderful experience that I feel it deserves recognition.

I started by making a return through their “Happy Returns” service. The manager, Camille, immediately asked about my past experiences and I shared that I had an issue with a prior return months ago. She was empathetic, genuinely cared about making it right, and even offered me a goody bag, which was such a thoughtful gesture. I also mentioned that I had a long list of wedding purchases, and she went above and beyond by helping me locate every single item, even heading to the back to retrieve products that weren’t on the shelves.

As I continued shopping, I was assisted by Jose, who was absolutely outstanding. He patiently helped me shade-match a foundation, showed me how to apply it, recommended the right tools, and even gave honest feedback about what I had in my basket, swapping a few items for better options that suited my needs. His knowledge and sense of humor made the entire experience enjoyable and stress-free. My sister also joined me on my trip and was equally impressed. We suggested he become a make-up artist!!

Every associate I interacted with from the security guard to the cashier, Camille, and Jose brought positive energy and genuine kindness. I honestly can say this was the BEST shopping experience I’ve ever had at a makeup store, and it made my wedding prep so much easier and more fun.

Thank you, Ulta team, for all your help!! I'll need to come back to show Jose photos of how my makeup turns out at...

Honestly I love ulta, but today I had a bad experience. As I was looking at juice beauty an employee (lady) approaches me and asks if i need help and looked at my purse as if I Shenzhen thought I was stealing. I said no thank you not yet, and she continued to stare at me....I remembered I was looking for the tarte shape and tape and asked if she could help me match my color, she looked at me confused and said sure....she didn’t even swatch colors on me or even try! She basically guessed a color and said this would be your color but we don’t have it (rudely) but the boxes were clearly there for that color, but I decided not to say anything because she was being rude and judge mental. I gave her a disappointing look and waited to see if she would suggest anything similar and didn’t, she said yeeea....and walked away I still said thank you because I’m not rude but she walked away so fast she couldn’t hear me.....I was uncomfortable the entire time there. When I go into beauty stores I want to be helped I want to be given suggestions. I was very disappointed. When I go in there dolled up I’m treated way different than when I have no makeup on and look normal. I hope this isn’t the customer service they...