I love Ulta and have never had a bad experience. But I think it is ridiculous that customers are being charged an extra $10 for flat ironing when it has always been included in a salon service.

I understand flat ironing takes time, but charging an extra $10 cuts into the stylist's tip in addition to making a trip to the salon more expensive than it needs to be. If I'm getting color in my hair which runs over a $100, I should not have to pay $10 extra for a service that should already be included!

Very ridiculous, I know customers that have stopped coming to Ulta because of this issue.

I visited Ulta store while visting Plymouth Ma.
I had never been to an Ulta before, and my sister wanted to go. While waiting in line to pay (for a longer time than we should have) a women named Carol, was being very rude to a customer in line ahead of us. Not only was she rude to the customer, she was just as rude to the young lady ringing out the customers.
When we got to the register I asked the young lady who this Carol was, and she told us that she was the manager of the store.
Well if this is the kind of manger that ULTA feels they need to run their stores, I will NOT be back to ANY Ulta again, nor will my sister and the many friends we are going to tell.

I have visited the ULTA store in Plymouth MA a few times since it opened in 2008. During the past visit or two I have experienced RUDE sales associates who are NOT interested in assisting customers. When you can convince one of these ladies to help you-they have such an attitude that wish you had not bothered. The sales are missleading, you must have a magnifying glass in your purse to read the fine print on the in store signs. The past twotimes I have gone to the register only to find out that the items I selected "are not on sale". Upon CLOSER examination reading the fine print it omited the items that I wanted to purchase. When I said that the signs are misleading- the sales associate agreed!
I love having the products in a large store, when you can catch a sale- the prices are good. The big problem are the associates. I tried to do an online survey invitation on the sales receipt- the web site is no longer available!

THIS IS FOR ALL YOU ASSHOLE CUSTOMERS WHO HAVE OBVIOUSLY NEVER WORKED IN RETAIL BEFORE. FUCK YOUR COMPLAINTS; YOUR COMPLAINTS ARE A WAIST OF YOUR DAMN TIME. IF YOU HAVE THE TIME TO GET ONLINE AND TYPE UP A COMPLAINT ON A RETAIL STORE YOU OBVIOUSLY HAVE NO LIFE. HOW WOULD YOU LIKE IT IF A PERSON CAME TO YOUR JOB AND TRIED TO GET YOU FIRED? I BET YOU WOULDN'T LIKE THAT AT ALL BECAUSE YOUR DUMB ASS WOULDN'T HAVE A JOB, SO FOR ALL YOU CUSTOMERS WHO THINK THE CUSTOMER IS ALWAYS RIGHT, YOU GOT ANOTHER THING COMING THE FUNNY PART ABOUT IT IS THE HEAD BOSS OF THESE COMPANIES IS LAUGHING WHILE SHE IS READING YOUR COMPLAINT BECAUSE HE/SHE IS MAKING THEIR MONEY EITHER WAY HAHAHHAHAHAH. AND NOONE GETS FIRED FOR YOU’RE COMPLAINTS UNLESS IT’S A SERIOUS SITUATION SO EXPECT TO SEE THOSE EMPLOYEES AGAIN. THE BOSS OF THESE COMPANIES DOESN'T EVEN SAY ANYTHING TO THE WORKERS ABOUT THESE COMPLAINTS. PEOPLE WHO WORK IN RETAIL DONT EVEN LEARN ABOUT A COMPLAINT, SITE SO YOU’RE WAISTING YOU’RE FUCKING TIME COMPLAINING. STOP BEING SPOILED BRATS AND JUST SHOP FOR YOUR SHIT. REMINDER: THE CUSTOMER IS NEVER RIGHT AND YOU'LL NEVER GET WHAT YOU WANT. I HOPE THESE RETAIL WORKERS KEEP TREATING THEIR CUSTOMERS EXACTLY HOW THEY DESERVE TO BE TREATED.I WORK IN RETAIL SO COME HAVE FUN IN MY STORE I'M GOING TO TREAT CUSTOMERS EXACTLY HOW THEY TREAT ME. LAST REMINDER: WHAT GOES AROUND COMES AROUND

Here is a letter I just sent to ULTA detailing my visits to their establishment.

To Whom this May Concern;

I am writing to make a complaint on the plain LACK of customer service in your stores. Since ULTA opened in Memphis, I have only been there a half dozen times. The first time I visited was the ONLY time I've been greeted by an employee. I suppose that's because it was shortly after ULTA opened so they had not had a chance to get lazy. The rest of my 5 visits, I've not been greeted AT ALL. I've asked for help 2 times- BOTH times, the employee wasn't very professional. The first time, I asked for help choosing complimentary eye shadow colors. The employee - I think her name was Kay (I'd know her if I saw her)- acted like she really didn't want to help and half assed suggested something. After about 5 minutes, she made an excuse that she had to go let someone in the back & she said that she would be back to help afterwards. I continued to peruse the eyeshadows, trying to make a decision. A few minutes go by and the employee walks by without a glance my way. The LEAST she could have done is asked if I still needed help but no- it was more important for her to carry on a conversation with another employee.

My second interaction with an employee was just as disappointing. A couple weeks ago, I stopped by ULTA to try the Bare Minerals line of makeup. I asked an employee if I could try them myself. She had me sit down so that she could do it. Well, near the end of it, someone told her she had a phone call at which point she stopped what she was doing and wouldn't have told me what kit I could buy that she was using the contents of had I not asked her. Needless to say, she rushed off to the phone call. When I next saw her again, I asked her about a certain product line which she had no clue about.

With that said, my other complaint has to do with employees not asking customers if they need help- don't you know that when the customer knows that the employees are aware that they're there, it reduces the chances of shoplifting? Anyone working in retail knows that. Not only do the employees neglect to greet the customers or offer help, they all seem preoccupied applying makeup or in conversations with other employees. Instead of wasting their time BS'ing around, they should wander around the store and get to know the product lines, where things are located etc so that they can at least earn what you pay them.

On my last visit to ULTA, I was ready to purchase something, but there were no cahiers up front. When I turned around, there were no employees within my line of vision and I did not feel that I should have to go hunt for one, so I put the product down and left empty handed.

I'm not sure what ULTA teaches it's employees in training, but perhaps you should think about refresher courses every so often, or perhaps mystery/quality shoppers. I really wouldn't be surprised that the reason ULTA is never busy when I go in is for the lack of service. I have been to Sephora as many times as I have ULTA and I am always greeted promptly, then I am offered help. Sephora is always busy no matter when I go in.

Do you even care about customer loyalty? I have sent an email about the lack of customer service once before and never got a response.

I think I've said everything I want to right now. You can reach me by email: (__)@yahoo.com or by phone at 901-********.