ULTA

I'm not a regular shopper at Ulta , So I am not familiar with point system.. Apparently you aren't supposed to ask about your points, especially if she already rang you out!My cashier was a bish! I don't know if someone peed in her wheaties that morning but she need not be on the registar! I wouldn't want her to be representing my company with that attitude.. I forgot my .46 cents as I walked away from her, and she was shaking her head in disgust? Seriously?! I told her she had such a winning personality.. She thanked me with a smile! Unbelievable .. Her name was Katie a beauty advisor at the Stuart, FL store.. With everything going on in the world , bishy entitled millenial cashiers need not be working closely with the public. Customer Service is def not her calling.. She must have Ulta fooled.

Review: I was in Ulta with my family, over the holidays and treated in a manner no customer should ever have to endure on behalf of not one Ulta employee but three. Two of them being poorly trained managers. With the head General Store Manager publicly humiliating me to the point we will never shop at Ulta again.

To make matters worse, upon calling their Customer Service line to file an official complaint I was cut off once and had to call back in again. Two different customer service reps tell me they didn't know the Regional Manager's name for the area in which I live. One also didn't even know the CEO [redacted] name. They also would not release the name of the Regional Manager until pressed further. I was finally told one would contact me with 24-48 hours and no one from Ulta ever contacted me at all.

It all started after I was told by one rude, under trained employee that they didn't carry a particular perfume marketed by Alicia Keys on behalf of Givenchy when indeed they did. She had no idea Alicia Keys is the celebrity even Ulta has posted all over the display and UPC label within their store representing Alicia Keys and Givenchy. She argued with me about it telling me they didn't carry a fragrance marketed by Alicia Key's, when I asked her if she could help me find the "Alicia Key's" fragance within the store. Telling me over and over they didn't carry one and if I could find it, "she would like to see it."

My family and I watched from across the store, as the first manager, and the employee, rolled their eyes and were making a public display of their disgust with my request that could be seen all the way across the store. When I approached the next Manager to ask for her assistance and to complain about the rude customer service I had just received, she proceeded to treat me rudely as well also asking me to show her the "Alicia Key's fragance" I was requesting assistance with, making a big scene about how I was wrong and she was right, telling me I as well, what an obvious it of a customer I was thinking they carried an Alicia Key's fragance, while pointing to the display with Alicia Key's name all over it, that it was not an Alicia Key's fragance at all it was Givenchy.

Upon waiting patiently in line with my family to check out, a manager came and stood at the entrance to the check out lanes the General Store Manager, when I approached her and requested for the name of the sales associate that had helped as well as the manager that I encountered as well. The manager proceeded to publicly degrade me as well loudly for the whole line of Christmas shoppers to listen to and watch.

I was in the store to make a return as well as purchases along with my family and was not doing anything wrong, when the manager I attempted to receive assistance from regarding my complaint, took over the sales transaction and continued to berate me publicly, over multiple things the first one being over my wish to not shake her hand because I suffer from a neurological disease that makes the pressure from shaking someones hand painful, she continued berating me, even commenting later on in the nightmare experience on a personal conversation in the process with my husband and making personal attacks on me in front of everyone, she tried to tell me the previous purchases I had made were not listed in their system under my "Ulta Rewards Customer Account" and that I only had two transactions in the system, when they were all along, ( numerous ones) she also tried to not return the merchandise trying to create situation that would make the items I was returning "Non returnable". She continued publicly berating me, humiliating me and my family making my families shopping experience at Ulta a living nightmare, not only for me but for my son who suffers Autism as she continued bullying us and making our time in Ulta seem as though we were felons somehow deserving of such unprofessional, disrespectful treatment from her and the other employees she is supposed to manage.

The manager was threatening to not only me but my son with Special Needs to the point he felt threatened as well. Thankfully all us remained in our core value even as she also continued to literally physically bully us out of her store up on completion of the one return and two other purchases we made that day. Following us from the check out counter all the way out the door as though we were criminals of some sort when we had done nothing wrong within the store to deserve such treatment.

It wasn't until the manager saw me start to attempt to record the encounter with my cell phone that her attitude shifted some, however, it didn't completely stop her from continuing her unprofessional, unstable employee behavior that is setting an example for the remainder of Ulta Employees under her supervision.

I have NEVER suffered such public attacking insults before while shopping within a business nor such unprofessional, untrained, disrespectful sales associates ever. I am in customer service as well and would never have treated my customers in such an unprofessional, disrespectful way.

To attempt to follow the change of filing a customer complaint by going up through Ulta's management team to their following through with an official complaint to their customer service line and never receiving even a phone call from the Regional Manager at the time this is unacceptable.

I will no longer be willing to even receive a phone call from the Regional Manager and would request someone within the Ulta Corporate Offices contact me personally to resolve this matter.Desired Settlement: A refund for the purchase my husband made that day as well as a phone call from someone within Ulta's Corporate Offices allowing me to detail exactly the nightmare experience my family and I endured while attempting to shop within one of their stores.

I would also like to see the mangers removed from that store as I have never experienced such inhumane, public defamation and unprofessional treatment before during a shopping experience.

Business

Response:

I did look up the guests information and it seems that she shopped at a location in Georgia a couple times in December. I'm not seeing anything for our location here in Wisconsin. Can you confirm that is was in fact at our location? Thank You,[redacted]Co-ManagerStore #177

Terrible Service. I wished to speak to the Manager, and this "[redacted]" came out to assist. Rude, Mean, and Un-Educated on the products. I not happy. I will never shop there again!!!

Review: I was asked to sign-up for two free issues of Allure Magazine. The cashier did not properly explain the actual advertisement, only telling me I would receive two free subscriptions for two months and then would be given the option to subscribe to the magazine when my free issues were over. 3 months later, and I have discovered I was charged $21.00 to my debit card after being auto-enrolled. I find it absolutely abhorrent that a so-called trusted retail chain would give a third-party company access to customer credit card/bank account information for a product I never wanted nor was properly explained to me. This is a terrible marketing strategy that will certainly cause a lot of distrust amongst customers. Put simply, it feels like a scam.Desired Settlement: The practices and policies of Ulta should be re-evaluated and there should be stiffer policies on sharing private account information to third-parties for retail chains. Employees should be better trained and taught to be honest and not lie in order to garner more sign-ups for their company and partners.

Review: On December 24th 2013, I ordered a product (flatiron) online from Ulta.com. Based on the UPS tracking number, the package arrived to my home on January 3rd 2014. I officially received the package on January 10th after returning from vacation. Upon opening the undamaged brown box the product was shipped within, I opened the second box which should have contained the product purchased. To my surprise, the product, and the associated accessories and instructions, were missing from its box, therefore, there was no flatiron within the packing at all.

I phoned Ulta on January 10th to lodge a complaint with Ulta's customer service, and was told that my complaint would be sent to the 'next tier' and that I should receive a phone call within two business days. A week passed and no one had reached out to me from Ulta either via a phone call or email. I therefore called customer service again on January 17th. At this time I was told that a new flatiron was indeed in the mail, sent out on January 10th, and should arrive in the next 7-10 days from its shipment date. When I asked for a tracking number to ensure the package was on its way, she indicated that she would have someone from the 'next tier' send me an email with the tracking number. When someone from the 'next tier' did send me an email, they sent me an email with the tracking number of my original shipment from December 24th and said this package had already been left at the shipping address I had provided according to their records. Before calling back I waited 10 days to see if a new flatiron would arrive. Well passed the 10th day, January 24th, a new flatiron still had not arrived. I therefore called Ulta's customer service again, inquiring as to the whereabouts of my new shipment. This customer representative told me, that there was no second shipment, and that instead of refunding me or sending me a new flatiron, the 'next tier' would prefer that I dispute the charge with my credit card company.

I find this type of customer service absolutely appalling. What this tells me about Ulta's customer service and their 'next tier' is that they do not trust their customer's word. I have no reason to lie about not receiving the product requested and paid for, especially as a licensed, respectable, physician. I have been shopping with Ulta for at minimum 10 years, and the fact that they are not willing to take my word is simply just disgusting customer service. I hope they have on record that I will unfortunately not shop with them again, and will gladly take my business elsewhere based on how I was treated.Desired Settlement: If I am only able to select one option above, then I choose to have my credit card refunded. However, what would say more about Ulta's customer service would be to have them pick up the phone to speak with me personally, which they never cared to do, and apologize for the way they treated a loyal customer.

Review: I received a circular from Ulta stating a sale on brand specific liter bottles of shampoo that included a free separate "pump" with a purchase of the liter. I went to above store and purchased the shampoo and asked for the pump. The store manager told me that they were out of stock and that she was not allowed to issue a store credit. She also stated the pumps were available "while supplies last". I told her that that disclaimer was not viewable for the consumer either in the circular or at the store. I asked for the regional manager contact info and she gave me that.. I called the phone number given but it was for customer service and that person did not know who the regional manager was I was asking for. I then contacted customer service via email. Their first response was to suggest that I go to another Ulta store with my receipt to get the pump ( the nearest one to me is an additional 30 minutes away). I then replied to their email with this fact and asked if she could email me a rain check for the pump. She stated that she could not since it was available only while supplies last. This is not the first time I have had this situation come up with this Ulta. That issue was resolved after they found some pumps hidden under the counter.Desired Settlement: I want either the pump or a rain check for it and for the company to provide the advertised items in their specials.

Review: I went to Ulta today to buy some face wash. I have been a regular customer of Ulta for over 10 years. When I walked into the store today, I was not greeted by anyone. There were several employees at the front and no one said anything to me. I did not think anything of it because it was going to be a very quick trip. When I got to the aisle, I was shocked to overhear my description on an employees radio. I could hear someone advising the employee to "keep an eye on me" because I had on a big jacket and a large purse. The employee then walked over, looked at me, and said, "I got her." I have never been so offended in my life. First of all, it is 22 degrees outside so, of course, I have a big jacket on. And the "big purse" I was carrying costs more their annual salaries. While I understand the need for a solid loss prevention plan, I would highly suggest that you train your employees on customer service and basic tact. Not to mention, the employee clearly profiled me as a criminal solely based on my appearance and I am positive (I hope) that this is not the image you want to portray. I have never been one to hang on to the issues of race, age, or appearance as justification for why things happen, but there is no way around it in this in this situation. I do not need to steal makeup or face wash or anything for that matter because I am fully employed and capable of purchasing anything that I want, including your products. Unfortunately, I will not be returning your store and neither will any of my friends or family. If your company is struggling so much that you need to harass your good customers as if they are criminals, then you should just close your doors today.Desired Settlement: I would like the CEO of Ultra, [redacted], to personally call me and apologize. I would like a commitment from her that this issue will be addressed and that all employees will be re-trained so this will not happen again. If I do not hear from anyone, I will be reaching out to some friends I have at [redacted] and share this story with them. I sincerely hope that this situation will not come to that. Thank you.

Review: Ulta has offered a rewards program. I have had Ulta rewards for years. I specifically spent money in that store in order to redeem points that would eventually result in a $40 coupon off of a fragrance purchase (which resulted in speding $300 in merchandise). I was told they were no longer honoring that program, but I was never made aware of the change in order to take advantage of the points I accumulated. They only offer "premier" rewards that are significantly lower that what I have redeemed in the past. They simply kept using the word "upgrade to premier" and I wasn't informed that this is a permanent change in their program.Desired Settlement: I would like Ulta to honor my points that I had build up to redeem a $40 discount off of the purchase of a fragrance. From this point forward, I understand that they no longer offer the prior rewards program.

Business

Response:

Dear [redacted]We have received your Revdex.com complaint regarding the change of our ULTAmate Rewards program. We truly apologize that you were not aware or the changes. On February 23. 2014 we converted all members' to the ULTAmate Rewards Program where you will earn 1point per dollar online or in-store.Once you have spent $400.00 in a calendar year you will automatically become a Platinum member which will earn you 1.25 points per dollar. We show that you are already a Platinum member and have meL the required year to data spend of S400 in 2014.For previous Beauty Club members with unused beauty club certificates we converted the level eamed to points. Since you earned a•level 11Beauty Club certificate on lhe previous program, we will convert lhe certificate to points and Ddd 550 points lo your account. We will also be sending you a gift card as an apology. You will haveit in your email shortly. Please let me know if there is anything furher we can do to assist.