Comments on: Friday Flop: ULTA “Customer Service”

By: Sarah

Sarah — Wed, 12 Jan 2011 04:42:04 +0000

I ordered this fashion print makeup case from ULTA.COM and I received it on Christmas eve( I was gonna give this to my sister) but the one I received had a black lace print on it so I received the different one that the one I ordered so I contacted ULTA’s customer service. I sent over 30 messages since Christmas eve but still, I haven’t heard anything from ULTA.. I’ve lost my voice when I was a kid so only way for me to contact them is e-mail so if they never write me back, how am I supposed to talk to them?? On their website, it says that if you return the item within 6o days, they will give you a refund so maybe they are not gonna write me back until then.. I am really disappointed that they sent me a wrong item and just keep ignoring my messages… I will never shop at ULTA ever again!!!

By: Loretta

Loretta — Sun, 12 Dec 2010 01:07:42 +0000

I probably would have loudly told the lady she was being deceived, but I can be pretty rude in public some days :-p

I walked into an ULTA once. My husband and kids were shopping at GameStop and I was bored so I wandered next door. I have major skin issues, including chronic hives and I was just recovering from a flare up at the time. I thought I’d look around and maybe pick up an eyeliner…

I was snubbed big time, given dirty looks, and basically told to leave that they didn’t have anything for my skin type.

By: Cindy

Cindy — Thu, 09 Dec 2010 16:18:47 +0000

Ulta for me has been by far the worst place to shop at. I have neither heard nor experience this kind of extreme un-professionalism from any company and its employees. I had a similar kind of situation where I had used my points on a purchase and paid for that purchase through my credit card. Well when I went to return it, the manager on duty (her name was Myra) told me that because I used points, she will not return my money back on my credit card. Instead she issued me a merchandise credit for the entire amount. When I called their customer service toll-free number, they told me that the policy is to return a customer their money in the form of their original payment and the points back to their account. So I went back to the store and the same manager was there who had an extremely unprofessional attitude towards me. There was no apology let alone any courtesy. She did not even talk to me. When I tried to explain her, she cut me off by saying she knows what to do….how rude? She was constantly rolling eyes on me and looking at other co-workers with a sarcastic smile as if telling them that she is dealing with an idiot. In the midst of the situation, she accused me of stealing a 0.99 cents hand cream that was my very own purchase and I even had a receipt to prove that. Then she finally told me that she wont do my return and I’ll have to come back to talk to the store manager. At that point, I left my hand cream at the counter because I did not want to create a fuss about a 0.99 cents item and decided to just talk to the store manager in hopes of getting it resolved. I indicated to Myra that I’d need to talk to corporate regarding this. The answer I got, “Oh they already know, what else can you do about it, huh?”

Next morning I called the General Manager (Jennifer Richards) who completely ignored my concerns and started defending her employee almost immediately. Jennifer was not in the store when Myra portrayed such an act of un-professionalism and was completely oblivious to the actual situation but she decided to defend Myra and didn’t even bother to listen let alone trying to resolve. At the end, Jennifer the general manager told me to contact whoever I want and hung up on me. I am sensing a great deal of boldness in attitudes of these women who represent themselves as managers of Ulta. There is no consideration or care about the company’s reputation on their part. It seems that they have been completely convinced that no matter how they behave with a customer, nothing is going to happen to them and there won’t be any corrective action taken. And they don’t even hesitate from accusing customers or challenging them for going to the next level up the chain. The store manager doesn’t even bother to listen to a customer and when I asked Jennifer for a number to the District manager, I was denied. As of now, I am extremely disappointed in Ulta, its representatives and its managers. I plan never to shop at this store. I might as well start shopping at a close alternative, Sephora.

By: Choyce2020

Choyce2020 — Wed, 29 Sep 2010 00:23:11 +0000

We have a new Ultra in Stockton, CA now too. When I first walked I thought I was in “cosmetic heaven.” Their stock of items was amazing. However, I too was left alone by the sales people & no one asked if I needed any help. When I was checking out the Manager was up front & I told her how much I LOVED their store but that to keep customers they needed to improve their sales staff’s PR & exptect more of them other than to sell their own lines. They need to be friendlier & a lot more helpful to their clients. After all, w/out us they would go out of business if we no longer shopped w/them. The Mgr. said she appreciated my input & would tell the staff about it. Haven’t been there in over 3 mos. I’d rather order “on-line” w/out all the hassel than to return to their Ultra disappointing store again. Maybe I will give them a chance to redeem themselves in the future, who knows?

By: Sophia

Sophia — Sun, 23 May 2010 22:08:22 +0000

I completely agree with Miss Britt. I am very frustrated with Ulta stores and online customer assistance, even their free sample selection is terrible. I think Sephora is much much better and I love the professionalism of their reps. I pledge to not spend another dime at Ulta.

By: Carmen Garcia

Carmen Garcia — Fri, 07 May 2010 19:04:19 +0000

ULTA in Savannah, GA has some serious issues dealing with the supposed called the “manager” and customer service. I had an incident that when I attempted to return some products that were not working for my hair I received a poor and deceiving solutions and answers such as ” any product that was used more than the 25% of its content can’t be returned. I reviewed the return policy from the receipt and online website. The manager could not produce anything in writing along that I had to deal with her unprofessional and nasty attitude that the manager showed in front of customers and employees. Also, she gave me the wrong customer service number. Very disappointed, maybe this is a management problem that ULTA has hired the incompetent person for this position.

By: Carmen Garcia

Carmen Garcia — Fri, 07 May 2010 19:01:27 +0000

ULTA in Savannah, GA has some serious issues dealing with the supposed called the “manager” and customer service. I had an incident that when I attempted to return some products that were not working for my hair I received a poor and deceiving solutions and answers such as ” any product that was used more than the 25% of its content can’t be returned. I reviewed the return policy from the receipt and online website. The manager could not produce anything in writing along that I had to deal with her unprofessional and nasty attitude that the manager showed in front of customers and employees. Very disappointed, maybe this is a management problem that ULTA has hired the incompetent person for this position.

By: AFlats

AFlats — Sat, 08 Aug 2009 02:58:23 +0000

This is a little misleading. That same rep could be found on any given day at a Sephora. Given the size difference of the two stores you would not see the Smashbox rep wandering around a Sephora, but there is not a much room to wander. It’s unfortunate that there wasn’t any employees to keep the vendor in line.

By: steen

steen — Mon, 15 Jun 2009 13:45:18 +0000

I couldn’t agree more. I’ve stopped into the Ulta on this side of town (in Waterford) and I try to avoid the salespeople as much as possible. They’re usually too busy ignoring customers anyway.

I only go there if I know what I want. (And really, only for Urban Decay stuff and OPI nail polishes.) I’d much rather order from Sephora’s website or make the drive over to the Florida Mall. Ugh.

By: ballerinatoes

ballerinatoes — Fri, 12 Jun 2009 22:25:20 +0000

Word. They Are Awful. One time I helped a woman, a fellow customer, with Bare Escentuals. She was confused and there was NO ONE to help her. I love and know my BE. Ulta should have paid me! Although my secret inner make-up artist was very happy to help her and she seemed happy with my knowledge.