Ulta Beauty — Local services in West Hollywood

The 4 stars on this review are for Xavier. I shop at this Ulta a lot, let's just say I'm a little beauty product obsessed LOL. I had an issue in this particular store a couple of weeks ago, I asked to speak to a manager. There was a promotion that was advertised, that if I bought over $30 of a particular brand , I get 2 of their travel size products free. The free products I was supposed to receive were there on the shelves, but the manager said that she was not going to honor the promotion, even though the sign was still up. She said because they were not the products sent for the promotion, even though she acknowledged that these were the same exact products they were givingin the promo. But the bigger issue was the manager was really snooty and unhelpful. She told me she wasn't going to honor it, then looked at the cashier, and said I'm going to lunch, and walked away, super dismissive. While she was gone, I started asking another manager to help me, he was even more rude and dismissive. As I was talking, he just kept calling the next person to ring out, completely ignoring me.

As a black woman, sometimes you don't know how to take this behavior, especially when it's coming from white associates. You don't want to always assume the race card, but it's hard not to when you see them responding to their other customers that are not black differently. As black people we are so used to being mistreated in stores, you can never assume that this is not the case.

Insert, when Xavier notices all this and takes the time to make me feel better. He didn't go against anything they told me, or do anything exceptional... he simply told me, "I notice you shop here a lot. I want to make sure you're having a good experience, can I help you with anything." He even remembered my name from a prior visit. This spoke huge volumes to me. This small gesture restored my faith in the company, when I was walking out about to decide to become a Sephora only customer.

He reminded me of some of the sales associates I've had there, that made me feel fall in love with this place originally, because they're so passionate about hair and skin, and helping customers feel seen and beautiful. I've met some really hreat sales associates there. Now that I'm writing this review, I wish I could remember their names, but I can clearly see their faces.

Like these associates, Xavier who is in management, cares about PEOPLE. He doesn't care about only clocking out for lunch, and avoiding resolving issues.. He makes it very clear that he is there to help make your experience golden. Since this incident I've gone into the store a couple of times, Xavier still always remember my name and makes sure that I'm okay. it's like he felt how I was feeling ignored that day, and cared so much to make it right.

I hope I'm not incorrect, but I think one of the snooty, dismissive managers is named Leslie. Smh

Anyway, I also felt better because upon calling customer service, they did more than I expected to remedy the issue. (Even though the rude managers had assured me they would do nothing to help me either) smh.

Bottom line, thanks to Xavier, the customer service team, and and the nice sales people I've encountered, this is still my home store...and I love it here.

I live in the neighborhood and manage some of the large luxury buildings around here, which are probably a large chunk of this stores customer base. I have a pretty good amount of influence when it comes to directing people where to shop around here. I was totally ready to advise the hundreds of people whom I provide shopping experiences, to avoid this store at all costs. I was ready to tell them they will advertise specials, that they don't intend to honor, and they will brush you off when you try to get what's promised. But thanks to Xavier and the fantastic customer service team, all is well. He needs to be the GM so he can teach customer service as a first priority.

It's really not about whether you say no or yes, it's...

WORST CUSTOMER SERVICE EVER! YOURE BETTER OFF NOT COMING HERE! Majority of staff is always rude, don’t bother with online orders they make it incredibly hard to pick them up, never hated going to a store before until this one. There is this one worker there that wears a scarf on her head and she is extremely rude with a smart mouth. You go to the front to pick up your order and she ONLY says “order” and “ID” with a condescending tone like she doesn’t know how to form sentences. She’s not being short because it’s busy either she’s just rude. And then she makes you take out your ID just to not even know the name she’s looking for and asks you for your name three or four times even tho it’s the same name on your ID and on the actual order. She has very poor people skills and customer service. Only the security guards have a sense of basic human decency. I would rather drive further to go to another Ulta than this one. I’ve tried to give them chances for the whole last year but i leave upset every time i come to this place because either they’re either rude or passive. I’ll never come back here it’s exhausting to go out of your way just to always be upset by the same thing. Not sure who manages this store but they need to hire...

Truly a terrible experience. I have no idea how people so young can be so miserable - these are supposed to be the best years of your life ! Lol

I have been 3 times, each time was irritatingly awful, I will never return.

1st time I left my office to grab some sunscreen before a flight - I walked in, no staff to be found. I find 3 of them huddled in the back area chatting and giggling and asked if they work there. All 3 look at me as if I'm speaking another language. I have to ask a second time and reiterate that I need sunscreen, one of them finally decides to put her phone down and show me the products.

2nd time - my niece is visiting her boyfriend in the area and asks me to meet her after work to buy some stuff she wants for her birthday. We arrive and the place was in disarray- boxes everywhere, trash, looked like a junk closet. Then they are annoyed when I ask for someone to help my niece with whatever $35 lip gloss that she wants and other crap totaling $280. They didn't even give us a bag, the girl literally slid the stuff across the counter and said bye after we paid 🤣 I asked for a bag and she basically threw it at me.

Just wow, this place is trash. Way too many expensive beauty care options to...