I thought that my first visit to Ulta on Skokie Blvd, in Skokie, Illinois was just an example of sales clerks having a bad day, but it continued. On December 28 I returned an item to the Skokie Blvd store with the gift receipt attached. I was under the impression that with the gift receipt attached Iwould be given a refund. No, that was not the case I was told that having the gift receipt did not matter. Ok, so I accepted the merchandise credit (who uses paper credit receipts anymore - what happen to gift cards) and left the store. A few days later I returned with my daughter and we were going to use the gift receipt. As I entered the store several of the sales staff just walked past me not once did I get "can I help you find anything". People walked over us just as if we did not exist. I asked about serveral items do you carry oil of olay shower products? Do you carry Pantene products for African American Hair? Do you carry any Ponds products? They carried none of the above so I spent 10.00 of the 50.00 mercahndize store credit! As I was checking out I commented on the fact that they did not have a variety of, or products that African Americans can use they said no we don't. Well, I thought I was in a beauty products store! I went back to the store a few days later or to experience the same problem. I then asked if the merchandise credit can be used at another Ulta and they told me yes. Thinking the service would be better, it was the same, no customer service, no products. In order to cut the time or stop being treated like a second class citizen we just brought some of the items to be given away to one of the Homeless Shelters. When we were ready to chek out, we told the sales clerk of our dissatisfaction with not having any sales help and the overall product line and she responded with "did you find everything". At that point I deceided the 11.00 that is left is a waste of my time and gas to even attempt to try to spend! I have never experienced such poor service in many year. Besides after the first expereince I contacted the company via email and have yet to hear from them! Now, its my job to let everyone and anyone I know not to shop there! The last store is on Touhy avenue in Skokie.

I said yes since she was the one who burnt it and she seemed discusted and put out and said she would only do it one time and then she got the store manager. She wasn't really any nicer and said since she had not seen my hair after she could not tell if I had done something to my hair to cause it and I had to try and convince her of the episode. I told her all she had to do was ask the girl that put the conditioner on and trimmed it because she had seen my hair the day after. She also said they could only do it at no cost just one time and set me up an appointment for the next day. After I went home I thought about it and decided I did not trust them to fix it or do the right thing. She never apologized nor did the other manager for burning my hair or for me having to walk around with fried hair. She never took responsibility for what she had done and made me feel like I was justing wanting a free hair cut. I wished I would have just demanded my money back after but I thought they would do the right thing. I have always taken responsibility for any procedures I do on my patients and stand by my work but the people at ulta do not!!! I will never go there again for hair or any products and I will tell advise everyone else to stay away. It's just only about the money for ulta and no client responsibily. It's just that too bad soo sad attitude!!!

Mad girl from Denton Texas

I am very UNHAPPY with the overall services and lack of availability of merchandise provided by these stores. I have visited the Deptford NJ location at 3 times in last 2 months and each time I went to the store it was ALWAYS in lacking merchandise. This has always been the case whenever I went there and their prices SUCK! I wanted to purchase a curling above from a Revlon or Conair product(which they carry as well) and was unable to do so because of the lack availability of mid- priced curling irons. I can get a Revelon or Conair product anywhere. Now these mid price products the carry obviously sell the most so I do not why the store would not have them stocked accordingly. The store never has a their large display of OPI nail polish full. I recently purchased a hair brush for $11.00 and was very DISAPPOINTED in the quality for the money I paid . I now can not return it and get at least a store credit because of their AWLFUL return policy. I can not believe with all the revenue these stores generate, I could not get a store without out my receipt. I had the tag still on the merchandise which could have been scanned to get the current price & know I purchased it from ULTA . Now I have a crappy product from this store I do not want and they get to keep my money. Any store out there give store credits and honors their products. I will never shop there again.

I have already writeen to Ulta on their website about what happened. No response till now!!..This is what happened. I saw this $20 haircut& style coupon in the Ulta Flyer in the Sunday newspaper abt 2 weeks back. I called Ulta to get an appointment on a Tuesday. The lady from Ulta tells me to come "tomorrow" at 11:30am. So, obviously tomorrow means Wednesday. When I reach there on Wed at 11:20, the salon employee is with another customer. She takes her own sweet time and finishes with that customer. The other customer is gone and she passes another 20-25 mins telling me that she'll just clean up the area before starting my haircut. When she tells me that, I don't see her cleaning the area for next 7-8 mins and she is busy chatting on the phone. Finally when I am asked to sit on the seat for the haircut, its almost 12pm we both discover that my appointment was on Thursday and I was given the wrong appointment time. So, again i get up and the salon manager is called and the girl and him talk and he asks me what day suits me and he gives me appoitment for next week, Wednesday. I specifically ask this guy if teh $20 haircut would still be good next week and he said YES! Now, this is what happens next week, the day before the appointment. A lady from the salon calls me to confirm the appointment and very conveniently tells me that the $20 haircut is no longer valid!! I cud not believe what I was hearing. When I told her that the salon manager himself told me that it wud be still good, she says that she is the real manager and she cannot honor it. Anyway, I was at workplace that time and could not argue more with her. I ask her to cancel the appointment obviously. As soon as I cancel, the sorry word comes out of her mouth now that her mission was accomplished. I just disconnected the phone. I used to think Ulta was a high end company but doesn't look like. Any self respecting, customer friendly company would keep their word. I am writing this review not to get any compensation from them but to make them realize its high time they have basic customer service ettiquetes. Never expected this from Ulta. Few of my friends were looking forward to my haircut from Ulta who after hearing my experience wud never go. I guess Ulta is doing too good, they don't need new clients!! Good luck Ulta!!

SHORT STORY:

Got a lip pencils and eye pencils made by ULTA in their store in San Marcos, CA
Got rush around my eyes and had to use medication for treatment.
I wanted to exchange that defective stuff for something else because I lost receipt.
Went to the store and find out that they need permission from headquarter for it?!
Then correspondence started: the further it went the stranger it became.
This is the ‘middle’ of our correspondence.
Still waiting for the happy end.
Not sure it can happen with this company.

--------------------- OUR CORRESPONDENCE ------------------------


My letter to ULTA:
February 13, 2011

I couldn't believe that if I used cash in your store (isn't it what every store wants when customer buying small amount of things) it means that I stuck with the product from your company which gives me rash around my eyes!!!
NOBODY told me in your store during my purchase that if your product gives allergies to the customer I STILL HAVE TO HAVE RECEIPT to EXCHANGE it for something else that won't be hazardous for my health!

I never have heard about anything close to this before. It will never come to my mind that this nonsense exists in any California store.
I should have sent you a picture of my red eyes after using your product so you will see how much damage was done.

NO ANY CAUTION on the product or in the store about it. I am sure I am not the only one.
NOT ONE WORD at the customer service counter stating that defective products are returnable ONLY WITH THE ORIGINAL RECEIPT AND ONLY IF I DID NOT PAY CASH OR WITH SOME PROMOTIONS SENT TO THE CUSTOMER.
Be honest, let you customers know that they will be loosing their rights if they use cash in you store. I didn't see this rule of yours at any visible place in the store.

I hope you can solve this small problem at your level or you have no authority, in my estimation, & I have to find satisfaction from your superiors. I didn't even ask for compensation for the allergic reaction I suffered from your defective product.
I am just amazed at the lack of concern and customer service on your part!
I still hope we can finish our communication with some sound help from you.
I can't see any reason to make customers unhappy if a problem can be solved easily. Can you?


Irina A

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February 14, 2011

Letter to me from ULTA:


Dear Irina,

Thank you for contacting us regarding your experience. We at ULTA are committed to our guests. We would like to make every store experience you have with us one that would make you want to return.

I apologize that this was not the case. Please know that your concerns and comments are important to us. Our return policy, which was put into effect in April of 2003, requires receipts on all returns and exchanges. It was set in place for a number of reasons. We need to verify that the product was purchased at ULTA and we need to verify the original purchase price. If the item was purchased using an ULTA card I can try and locate a copy of the receipt using the ULTA card number.

Again, I am sorry for your experience. Your constructive comments have been helpful to me in defining service issues and aiding our efforts to prevent recurrences. It is our hope that you will reconsider and allow us the opportunity to better serve you in the future.

Sincerely,

ULTA Guest Services
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My Letter to ULTA on February 14 2011

Each of the products has ULTA on it. Doesn't it mean it's your product? Do you want me to send it to you so you can verify it yourself?
And tell me more about the allergy reaction people experience after using your (made by ULTA) pencils? I feel you have a lot of complains from people about your skin-damaging products. Considering our conversation I don't believe I am the only one. Is that's why you don't want to help me with YOUR product?
Now it looks like the problem is deeper then I thought. Are you hiding something behind of your "policy"? Are you trying to get rid of the people who had problems using your product?

In my previous email I asked you to transfer my case to your supervisor. Why don't you do it?
And why you hide your name under Guest Services?
Irina A

I really hope we can finish our communication soon in satisfactory manner before I have to make future complaints about your policy and products to Consumer Protection authorities and any place I can find who can be interested about your practices and health-damaging products.

And, by the way, it’s interesting idea in your letter. You just plain told me you don’t want me to return to your store! Wow!
Or maybe I just go to picket your store for a few days? It's nice to be outside in a nice San Diego weather.

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I will share my future correspondence with you, guys.