Ulta Beauty Customer Service Issues

I recently bought $62 worth of Ulta products in Jacksonville. While at the store, I saw a promotion for "It Cosmetics" where you could receive a $34 gift with a $45 purchase. However, when I tried to claim my gift, the cashier informed me they were out of stock. I requested a rain check, but I was told it was only while supplies lasted, even though the offer was still displayed in the window. Shouldn't I have been given a rain check in this situation? It feels misleading if they can't fulfill the offer advertised.

I am disappointed that I had to cancel my salon appointment tonight at 7:30 due to a family emergency with my grandson. Despite my efforts to reach the store by phone and email, I've had no success and I'm worried they might not see my message in time. I want to ensure they know I will reschedule and that I value their service. My name is Nicole, and my appointment was scheduled at the Golf Mill Center in Niles, Illinois, for 7:30 on June 1st. If someone could assist in confirming that the store is aware of my situation, I would greatly appreciate it. Thank you for your assistance.

My blood sugar dropped while shopping at Ulta, so I had to leave to eat. I used a 20% off coupon that day and think I received the same coupon again on Monday. I wanted to go back to use it, but I wasn't sure if it would still be valid for the discount. When I called customer service, Leah assisted me. Unfortunately, Leah's manner was not polite, and I felt very dissatisfied with how my call was handled. With Sephora having a sale soon, if all Ulta's employees were like Leah, I might prefer shopping at Sephora. Leah couldn't confirm if my coupon would work and suggested I visit the store to try it. I explained my concern about selecting items only for the coupon not to be accepted. She didn't offer an apology, which I perceived as rude. Could you please send another coupon that will guarantee 20% off? Thank you.

I've encountered numerous issues with my shopping experience at Ulta, both in-store and online. Despite reaching out multiple times via Facebook and phone calls to customer service, I have been unable to successfully place an online order using my Ultamate Credit Card along with a 20% Prestige coupon. Even after contacting customer service and reaching out on Facebook, I am still unable to purchase the Joy by Dior EDP 3oz as my local store #[redacted] is out of stock. Repeated attempts to place the order online have been unsuccessful, resulting in the loss of my $17+ Ultamate Rewards Money. This situation has left me frustrated as I am unable to utilize my coupon and rewards. I simply want to speak to a real person to resolve this issue as the online ordering process has been uncooperative. Additionally, I have not received any samples from my previous two online orders despite requesting them. The lack of customer service and inability to obtain samples at store [redacted] have added to my dissatisfaction. I am seeking assistance in purchasing the Dior Joy 3oz Bottle at a discounted price using my rewards and receiving the requested samples by mail. Despite the simplicity of the request, the process has turned into a challenging ordeal. Your help in this matter would be greatly appreciated.

On 11/19/[redacted], while shopping at Ulta in Portchester, NY, my daughter, a friend, and I had an unpleasant experience. My friend unknowingly tried a non-sample spray and was reprimanded rudely by a manager named Allie. This made her feel embarrassed and violated, prompting her to leave in tears, too scared to continue shopping. My daughter, a regular shopper, spent $70 that day, a significant amount for her. This incident has deterred me from ever returning to this store. The managers should be more considerate when addressing customers, especially women who are there to shop. Clear labeling should be provided for non-sample products to avoid confusion. Due to this upsetting experience, I will share my dissatisfaction on Yelp, potentially influencing others. Very disappointed with this whole situation.

I recently visited the newly remodeled Ulta facial station and have some concerns. The new layout requires clients to remain in a laying position on a chair for extended periods, causing discomfort. The previous bed was more comfortable, supporting the back and knees better. Additionally, the steam machine, vital for skin softening, has been removed. The lack of privacy now impacts the relaxing experience that was once part of the facial treatment. Despite the excellent skills of my skin therapist, I may have to consider finding an alternative location for my facials if these issues persist. While I appreciate the intent behind the redesign, the execution has been disappointing.

Yesterday, I placed an order for a T3 1.5 single pass straightener priced at $38.59, which was on sale. I later ordered a second one for my daughter. However, today, they informed me that my order was canceled due to a system glitch. Despite being accused of yelling by a rude representative, I didn't raise my voice. They refused to rectify the situation, stating it wasn't their responsibility. This feels like false advertising as in-store errors are typically honored. As a business owner myself, I've had to honor mistaken prices. I expect them to fulfill my order as originally intended.

Today I contacted several Ulta stores to inquire about the James Charles palette. Most of the staff I spoke with were helpful, friendly, and provided information about availability and potential shipment dates. However, my experience at the West Covina store was quite different. The staff member I spoke to seemed annoyed and unfriendly when I asked about the palette's availability. She curtly mentioned they were out of stock and suggested checking Morphe online before abruptly ending the call. She did not allow me to finish asking my questions. My mother in law had a similar encounter when she called to inquire about the same product. While I understand they may be busy, the level of rudeness we experienced at this store stood out compared to the helpfulness we encountered at other locations.

Hello, I recently had a waxing appointment at the Christiana Ulta in DE and unfortunately, I was not satisfied with the outcome. I have been a loyal customer of Ultas for years and never had any issues until now. Firstly, the waxing on my eyebrows was barely noticeable, they looked untouched and uneven. Secondly, I experienced skin irritation on my lip, chin, and eyebrows, with a particularly large raw spot on my lip. Despite the discomfort, I didn't say anything during the appointment and even tipped the associate well, assuming it was just a bad day for her. I planned to call the store the next day to rectify my eyebrows but was further disappointed to find hair still remaining on my lip and chin and continued dissatisfaction with my eyebrows. Despite being promised a call from a manager, I never received one. The store's response to my concerns has been unsatisfactory, prompting me to escalate the issue to customer service. I appreciate your attention to this matter and look forward to a resolution. Thank you, Shannon

I visited Ulta in Southaven today and noticed a blonde woman with dreads who had many tattoos, including a large satanic pentagram necklace and a very large crystal. She was dressed in all black and her tattoos were of a similar nature. While I respect freedom of religion, I found her appearance to be offensive. The store was crowded with a line longer than 20 minutes due to only two registers being open, and this woman was managing things and interacting with customers. Many people in line were disturbed by her appearance, and it sparked conversations among the customers as we waited.

Last week, my husband bought a gift card for our daughter at the Cary NC store located at Cary Crossroads Plaza. The cashier mistakenly gave him a card that said "Happy Birthday" instead of a generic one for the holidays. Today, I visited the same store with the gift card, purchase receipt, and gift receipt to request an exchange. Unfortunately, they refused, which was embarrassing as there were many customers present. After contacting the corporate office at [redacted], I was informed that the store could have made the exchange. Guest Services offered to send an email gift voucher, not a physical card in time for Christmas. Luckily, a manager at another ULTA store resolved the issue promptly. It seems the problem stemmed from the Cary store cashier's oversight. The manager at Cary should ensure staff can address customer concerns and exchange incorrectly issued gift cards efficiently and respectfully. An apology from the Cary location would be appreciated, or at least a commitment to improved customer service training. Kind regards.

Hello, I recently received my order and unfortunately, I was disappointed with several aspects of it. Firstly, there were no samples included in my package. Additionally, there was no bubble wrap to protect my items, resulting in the eyeshadow palette arriving damaged. The hairspray had a loose cap and the nozzle didn't work properly, while the foundation had spilled and was messy due to the cap not being secure. Only the face wash was properly sealed. As a loyal Ulta customer and platinum member, I believe more attention to detail should be given when shipping products, especially during the busy holiday season. I have already contacted Ulta customer support with my concerns but have not received a response yet. My order number for reference is K[redacted]84. Thank you.

On Saturday, February 2, I visited Ulta at Stonebridge - Potomac Town Center, store [redacted] in Woodbridge for my first salon appointment with Maryna Swartz. After my 3-hour appointment, Maryna didn't style my hair or use any products, rushing me out for her next client and presenting a $[redacted] bill without explanation. Originally booked for a $[redacted] color and cut, Maryna suggested and performed highlights with a cut, doubling the cost without consent. Disappointed by the lack of service and the unexpected charges, I am upset by the unprofessionalism and lack of communication from Ulta. I demand a resolution for this experience and express my reluctance to return if this is considered acceptable behavior. I will be sharing my story with my media audience and on social platforms to prevent others from a similar situation. Disappointed in Ulta's standards, Allyson Teevan

Yesterday, my daughter had an appointment at a salon in Hudson-Berlin, Massachusetts for a special Ambre hair color treatment as a 16th birthday present. I inquired about the service beforehand with the stylist and team, showed them a picture for reference, and was quoted $[redacted] for a 11:15 to 3:00 pm appointment. After leaving my daughter in their care to run errands and prepare cash for the service, I was shocked to find upon return that the end result did not match the picture at all. Despite my daughter's initial reaction, she later broke down in tears in the car, dissatisfied with the blotchy and unblended coloring. When I expressed my concerns to the salon manager, she initially insisted they had done everything correctly and suggested my daughter should have understood the outcome wouldn't match the picture. Eventually, after much back and forth, the manager reluctantly offered a refund. However, her demeanor was unprofessional and accusatory, insinuating I was trying to get a free service. This experience was disappointing, and my daughter's hair was left looking nothing like we had requested.

This morning at 9:30 am, I placed an order but quickly realized I made a mistake. I called within 5 minutes to cancel and reorder correctly, but received an email within the hour stating that cancellation was not possible. I am disappointed that I will have to receive the item on March 13th, return it, and then place a new order. Despite the great customer service representatives, it seems their hands are tied, even with supervisors unable to resolve this issue. Unfortunately, there is no phone number to corporate offices for direct communication. As a loyal customer with 5 orders since January [redacted], I am upset that I have to go through this process. If this cannot be resolved, this will be my final order.

As a Platinum Rewards member, I contacted customer service to place an order after encountering items being out of stock for the third time online. The Customer Service Supervisor suggested checking a local store and mentioned the "Ship2Home" service for free to platinum members if the item was available. Upon contacting the Port Orange Florida store on April 1st, [redacted] at 3:28 pm, the salesclerk confirmed the items were in stock but declined to ship them to me. Despite explaining my disability and inability to pick up the items in person, she stated they couldn't accept credit card payments over the phone. I offered to use my [redacted]+ rewards points and pay for shipping but was still refused service. I felt discriminated against due to my handicap, as an able-bodied individual could make a purchase in-store. This experience left me feeling frustrated and disappointed.

As a dedicated diamond member who frequents your store, I recently experienced an upsetting encounter during my last visit. I was in search of a pink lip stain or tint to complement my features as I have platinum blonde hair and a red face due to my lupus condition. Unfortunately, the sales lady's behavior was extremely inappropriate. Not only did she express distaste for my complexion, but she also insisted that I try a brown lipstick which I clearly stated I did not want. Despite my discomfort and tears welling up, I felt pressured to purchase products I did not need just to leave the store. The experience was humiliating, especially given the challenges I face with my health. Due to my health limitations, returning to the store is not easy for me, and the disrespectful treatment I received is unacceptable. I am hoping to receive assistance from someone who is considerate and understanding of my situation. I am in need of a pink lip product and a new volumizing mascara. Your prompt attention to this matter would be greatly appreciated. Thank you.

I am a loyal Ulta Diamond member but had a terrible experience recently due to a rude employee. Despite having lupus and explaining my need for long-lasting lip color to cover my rash, she dismissed me, insulted me, and pushed products I didn't want. She even made derogatory comments about my choices and appearance. Feeling hurt and upset, I purchased items just to leave the store, though I wanted different products. It's unfair that I have to spend more money and time returning them due to her behavior. I urge Ulta to provide me with suitable lip stains and mascaras from brands like Urban Decay and It Cosmetics, as driving to the store is costly and physically challenging for me in my condition. The incident was humiliating and distressing, affecting my confidence. I hope Ulta addresses this issue so others don't face similar treatment. Thank you for your attention.

My daughter, a loyal VIB Rouge at Sephora for six years, occasionally shops at Ulta. While we were at Panera Bread, she received a text for a free Clinique mascara and wanted to grab it from Ulta nearby. Even though we'd recently made a purchase there, we didn't plan on buying anything additional. I suggested she go in for the sample while I waited in the car. She returned upset because the Ulta employees questioned the promotion, checked begrudgingly, and couldn't find it. They were rude and dismissive to her, lacking basic courtesy. The staff's behavior was unacceptable, especially considering the loyalty and spending my family has shown at their store. This experience has made us decide not to return to this location and stick with Sephora instead. It's disappointing that customer service training is lacking at Ulta despite their large staff numbers. My daughter, an influencer with a beauty blog, learned a valuable lesson about how customers are treated based on their purchases instead of their needs.

I understand you may have received numerous messages regarding Val Emmons, but it is crucial not to overlook this matter. It is essential to fully support your employees, especially someone who has faced significant challenges. People are standing up for Val's rights, and your backing as their employer holds utmost importance. It's vital not to let these issues be ignored, as unfortunately often happens in many workplaces. In this day and age, uplifting individuals should be a priority. Show the world Ulta's values of inner and outer beauty. Thank you for your attention to this. I am hopeful for a response. If you are unfamiliar with the incident, I can provide screenshots to ensure the information is not lost.