Ulta Beauty

I have shopped at Ulta and used the Salon at other locations for years, but after my experience today I will be spending my money elsewhere. This location is newer. I have found the associates to be less than helpful and the manager (younger blonde woman) to be extremely unprofessional. I waited in line, it was later in the evening and not busy, the associate was busy talking but finally just stared at me for a uncomfortable period of time before calling me over. The greeting was less than pleasant. I was trying to make an exchange and purchase additional items. The makeup I purchased was too light. She said I would need to pay the difference to exchange as the makeup was on sale at the time of purchase. This is foundation I purchase regularly regardless of whether it is on sale or not. I was unaware of the policy but she accused me of trying of trying to take advantage of Ulta as the item was previously on sale. I was perplexed as this was an exchange for the exact same item in a different shade. I was not asking for a more expensive item. She said I would be benefiting from the exchange. I explained that now I have a foundation I cannot use. I simply asked if she could point me to the policy in Ulta's website. She stated it's in there somewhere but would not show me. She offered to do a shade match but as we walked to the counter it was obvious she did not want to help me. It was very unpleasant. I said never mind I will just return the item and I chose not to purchase the additional items I needed. Resulting in a loss of at least $150- 200 in sales. I am now aware of the policy but not due to any information provided by the store manager as she was either too incompetent or too rude to take the time to explain. The exchange policy does not apply to purchases bought on sale, you are stuck with the product as is or can return. Understood. I love that I have the option to spend my money with organizations that treat their customers well. This location clearly does not. I will no longer give this location my business. I do hate that my tax dollars will no longer go to my own community but I refuse to support an organization/location that treats its customers so rudely. I have supervised staff for years, this is not someone I would want on my team.

I had some one from the salon help me find a new shampoo and conditioner. I forgot her name but she was extremely helpful. She showed me more than 1 brand and different price points. I was specifically looking for a brand that is cruelty free. I found a brand to try. I was in the Belton Missouri location. Everyone working there today was friendly and helpful.

Love this store!! I come here pretty often and have always had a great experience. Ashley was a great help and super friendly, she definitely made my visit better from start to finish

I am submitting this written complaint regarding a highly unprofessional and concerning interaction I experienced with a manager identified as Ashley. During a recent visit, I inquired about an item that was unavailable for purchase because it was being kept in the back while the manager was cleaning. I respectfully expressed that such tasks should be performed either prior to store opening or after closing hours so as not to interfere with customer purchases. Instead of addressing the matter professionally, Ashley immediately became hostile. She raised her voice, hung up on me during our conversation, and went so far as to threaten to call the police if I attempted to follow up. This behavior is wholly unacceptable for anyone in a customer-facing leadership role. Her conduct was not only dismissive and unprofessional but also conveyed a concerning undertone that felt racially motivated. Given the magnitude and reputation of your company, it is alarming that a manager would engage in behavior that reflects bias, hostility, and a disregard for customer experience. Ashley’s actions demonstrate a clear lack of the judgment, professionalism, and interpersonal skills required of someone in a managerial capacity. I urge your corporate office to thoroughly investigate this incident and take appropriate corrective measures. Please confirm receipt of this complaint and advise me of the steps that will be taken to ensure this type of conduct is not repeated.

This is my store that I always shop at. Frequently considering I’m platinum. I do a lot of buy online and pickup in the store. Today, at 3:20pm I had the worst customer service experience that will have me going to Sephora for now on. I was treated disrespectfully due to an error on their end that they didn’t take accountability for. I got my email stating my order was ready so, I can with my ID in hand ready to get my order per usual. They couldn’t locate the order. I showed them my email of the order and provided the order number. They accused me of using someone else’s name fraudulently to get merchandise. The sticker with the name on it was handwritten so, I suggested maybe the employee made a mistake on their name as it was entirely different than mine. The two women working (one older and one younger, both white) just scoffed at me and were firm it was a mistake on my end, not theirs and then more or less tossed my order at me.