2018 — products that were supposed to be held

I went into Ulta in Lexington, SC with my 14 year old at 4:30 on Saturday (8-5-18) to have her matched for foundation and powder and purchase a few other things. When we went to check out, we realized we had forgotten some gift cards. We were being checked out by a larger woman with blonde hair. I confirmed the store close time for 9pm Saturday and reopening at 11am on Sunday. I was told that they could hold the items (totaling about $170). I told the woman that we would be back either that evening or first thing Sunday.

When we arrived at the store at 11:45am Sunday, they could not find our items. I asked for the manager who told me that they only hold things for 24 hours (which it had not been) and that they had been put back at closing time Saturday night. She offered to have my daughter matched for color again, but we were in a time crunch and didn't have time to go through it again, which was why we had gone the day before when we had free time. We only had time Sunday to make a quick pick-up.

Talk about terrible customer service. I will NOT be waling back into this store.

• John Francis Barrett's Response · Oct 01, 2018

  This is the first time I've made this complaint.