Ulta Beauty — Local services in Westfield

I have never had a bad experience at any Ulta I have gone to before. That was until today. I spend the extra at Ulta because I have always had great service, and feel confident in my purchases. However, I will never return to this location due to my experience this evening. My poor review is mostly due to one particular worker. If you are going to work in a make up store, you had best know how to color match foundation, and be able to answer questions regarding coverage types. I have come to expect that due to the awesome service I have gotten in Noblesville and Kokomo. This worker (don't want to put her name here, I am not that cruel) was quick to be done and give me a color that she herself said she wasn't even sure was right. She seemed annoyed that I asked to try a different color since the first one was not quite right. Then she recommended a concealer and left. Someone else helped me at that point and gave me some good tips for a dupe. She however, passed me off to yet another worker. She didn't really ask me what type of coverage I needed, so she tried to sell me on a line that seemed great, but not really for my skin type. She found my shade, however they didn't have anything in stock for my shade, so I couldn't even buy it then (which it happens, I get it). Then at one point I realized that several workers were staring at me and acting odd giving me weird looks. I thought maybe it had to do with a really obnoxious customer that I had actually seen at a previous store making a scene, so was kinda chuckling to myself about that...so I moved on to look at something else. Finally one of them came up to me and told me she was sorry but they were closing. I felt terrible! I didn't even realize what time it was and would have 100% left if they had announced it or at least told me then when they were all staring at me! I have worked retail and absolutely loathed the last minute shoppers, so I never like to linger. Not watching my time was partially my fault so I gave 2 stars in review. I should have just left then and called it a loss. I go to check out and it is the one I had the struggle with in the beginning. Tried to make odd conversation and she wanted nothing to do with it. As she is ringing it up she is tossing them in there clinking the glass together and says "Oh...that sounds and looks bad...but it's not". Oh...okay...anyways I do my Ulta Card, and at any other store they tell me "Hey look, you have points! Want to use them?" And I did this time because I bought a little extra knowing I had points. I wait...and nothing...so I had to scan my card again and as I am doing that she tells me I earned a free product but she couldn't find it so she told me to come in back Tuesday...Okay...I then ask "Can I use my points on my purchase (cause I got distracted with the whole come back Tuesday thing) and she says "Oh...well it's kinda too late for that now". Greeeaattt...So now I am going to have to make a second trip into another store to make returns so I can use my points and hopefully get the free product I was due. I accidentally hit the email button instead of receipt button, so hopefully that shows up in my email soon. So, apparently I have been spoiled by the other locations, which has made my expectations super high apparently, but isn't that what stores...

I stopped in to this Ulta location to pick up a couple of items that were not at my local Ulta. Unfortunately, they did not have any of the items, either. I needed to try to find a new foundation, so I headed over to the Lancôme area where two women were working. One woman was directing another on how to stock items. They were standing directly in front of the Lancôme foundations. In the 5+ minutes I stood there, neither acknowledged me. I grabbed what I thought might work and walked over to the perfume.

There were, again, two women working in that area. Neither acknowledged me as I looked aimlessly through the section, looking for a particular perfume. When I found the Burberry perfumes and realized that they were out of the bottle I was looking for, I walked to the hair products.

They looked to be out of the large bottle of conditioner I wanted, so I settled for a small bottle. Yet, again, I was ignored by an employee in that area, even though she went out of her way to help two teenage girls.

I took my two purchases to the front and asked a few questions about my purchases. The girl at the checkout answered my question, but was fairly disengaged due to holding a conversation with another employee.

I ordered the items I needed online and had them ship it to my normal store for pickup. I would rather my Columbus, IN store (where the employees are beyond helpful) get the credit for my purchase.

Being viewed as pretentious is not good for any business. I will avoid this location in the future. Reply to owner's response: Your response seems to be a blanket answer for a common theme in your store. You have a need for training associates on customer service. For every one person that leaves your store happy, they will tell 3 other people about their positive experience. In stark contrast, for every one person who leaves your store dissatisfied, they will tell 10 other people.

Your response stated that you were sorry that an associate wasn't "able" to help. Please, recognize that they were "able" to help, just...

They called me an idiot and a liar. I am so hurt. The cashier was derogatory from content to tone, told me point blank I was wrong when I said the product didn’t work. She just stared at me when I asked a question. She refused to give me a refund or a store credit, saying the product was less than 75% full? I used it twice…Unbelievable disrespect. Her name is either Rachel, Aubrey, or Korianna (clearly they use each other’s registers- which is not safe for records or accountability). The manger is nothing and stood right next to her. I will be calling corporate- I knew my card was right and they called me a LIAR!

BEWARE: they charge the wrong cards. The card they had on file on my acct is NOT MY CARD. Additionally, nowhere does it say (that I can find) anything about 75%, she told me I “need to consider bring it back sooner if it doesn’t work”… it was 8 days.

Previous trips: Ive looked for help and the workers just pointed in a direction if they even acknowledged me at all. I asked about allergies and components of makeup and they did not know, which is understandable but disappointing. They seem to be out of stock more often too. They don’t get out of your way, they don’t say excuse me, they sigh at you. Avoid it and shop at...