Ulta Beauty

I scheduled an appointment for their Mon-Wed color, cut, style for $50. Only be told after the consultation that it would be $20 more for the extra ounces of color they may have to use. I asked for where in writing this was located in the ad or the store, she could not find any. She, being Samantha, only said that it was store policy to charge $10 an oz for any extra color. NO where did it state what the "normal" amount of color was. I made my appointment in person and showed the length of my hair and was not told this. I spoke with the manager that day and she couldn't provide proof only apologies for the store policy. I was not offered an alternate service or any solution. I did file complaint with the BBB, as this is false advertisement.

My first experience with ulta.com was on black friday. I filled my online cart up with products then tried to check out. The online coupon didn't work, but after two long phone calls, a representative told me he would credit my account for the coupon. (He did not.)

After I placed the order, one of the products I ordered was out-of-stock. This was a featured item — there were three very similar choices for similar prices. Instead of being told clearly that the product would not be sent, or even better, offering me a substitute, I was "notified" in small, faint gray print on the shipping notice, and the cancelled item wasn't specified. It wasn't I received the order that I realized it was my daughter's big present.

Before I learned of the missing item, I placed a second order with ulta.com. Again, I had major problems checking out which required a couple of long phone calls. This time, customer non-service did not even try to help with the coupon.

Finally, I figured out the problem on my own. Some of the products didn't qualify for a discount due to their method of shipping — ground only. Although I had more than enough qualifying products to use the coupon, and I chose ground shipping for all the products, the computer would have none of it. By placing two separate orders — both of which were large enough to qualify for free shipping — I was able to use the coupon on one.in addition, by placing two orders, I received free samples in both orders. Stupid on ulta.com's part — they only paid more. A big pain in the butt from my perspective.

I wrote customer non-service to give them a chance to redeem themselves, but they never replied.

Ulta has no backorder process. Why? I shop with dozens of online stores and have never had any difficulties. I am very unlikely to purchase from ulta.com in the future and would never recommend it to a friend. An enemy, maybe.

I have been going to the Ulta in Robinson Twp, PA for the last decade or so whenever my hair grew too long and I wanted to give the excess to locks of love. They'd listen to how long I wanted my hair to be after the cut (you can go as low as 6 inches for a locks of love pony tail, but 10 inches is what they need for best results in a wig, apparently), what general style I wanted the cut to be around my face, and that would be it.
This time my hair was so long I could tuck it into my belt. I scheduled a time to get my hair cut. I then got a call the day of my cut, telling me there was a mistake in scheduling, and could I come in an hour early. I tried, but it didn't matter, because I had to wait for a walk in to finish their cut/color/whatever.
When it came to me getting my cut, I had a bunch of photos of the hair style I wanted, based on a popular TV detective. I had a dozen photos, different angles, etc. I was clear that I wanted the hair past my shoulders, I need it to not fall into my face when I bent my head down, because I have to look up at audiences, down at computer screens, up at the audience, and I need my hair to stay still.
The stylist did not listen in the slightest. She took a glance at a picture, then started cutting my hair. When I felt it was too short (had to have my glasses off, so I couldn't see it at all), I asked her why she was cutting it so short, but the front was so long. She said that "that was the way she did it". Oo-kayy. What was she planning to do then? Well, she wanted the back to be shorter so it would blend better with the sides. "So you are going to have the sides longer than the back then?" I asked, shocked, because that was EXACTLY OPPOSITE of what I wanted, what I showed her, what we'd discussed. She said, "Yes." I said that wasn't what I wanted.
She proceeded to cut the hair shorter and shorter (but she had years of experience and years of training and knew what she was doing...), until it is shorter than I have had it in almost 40 years. I hate my hair that short, hate it. And she knew I did not want short hair when we started.
She absolutely, and positively did NOT listen. She looked at me, looked at the clock, and gave my the EXACT hairstyle that she had on HER HEAD.
She did it her way. That's the way "she does it." And that's what I got. When I disagreed, she told me it was too late, that she'd already cut it the way she'd planned to (as if I'd never mentioned what I want, or brought in pictures, or anything). Then she "valiantly" tried to "fix it."
Nightmare. I was planning on doing some public presentations soon, but I might hold off now. I also have to work with hair that is too short to pull back properly, falls into my face if I just turn my head, and even itches on the back of my neck (something I hate and have avoided for decades).
She told me that I HAD to have 10 inches taken off of my hair for locks of love-- which is not true. But she told me it's a "new policy." I seriously, seriously should have known that when someone springs a "new policy" on you right when you're getting your hair done, that you just walk away. That unexpected, unexplained "policy" change is never going to go well for the customer.
So here is my warning-- do not go to Ulta to get your hair done. They do NOT LISTEN. They cut your hair the way they want to do it, and never mind what you want. Then, when they have butchered your hair, it's somehow your fault. AND, then they charge you full price for it, when locks of love cuts are supposed to be free.
The quality of service has completely gone down hill in the last few years for that place. They used to be good. I don't know what happened, but stay away from that place if you care about your hair.

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.

Do not go to Ulta for hair color or highlights. You will be charged through the nose and not even like you hair. The management will do nothing to help correct the issue and if you want your hair fixed correctly your only option is to pay even more money and go to another salon where it will be fixed by a more knowledgeable and skilled staff.

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!

The first time I went to the SALON for a cut and color. $140.00 Came home and looked in the mirror to notice that the color that was suppose to cover my gray was not covered in all spots. And the hair cut was unmanageable. Went back a second time asking her to take care of the problems [three weeks later]. Michelle- the hairdresser?- that took care of me both times...again cut and colored and charged me $110.00 The cut is awful. My friends are asking if she was drinking while cutting and coloring. I am now going to a Cut and Curl to have this mess taken care of. I have been so uncomfortable with this hair for the past month. i do not want to go back to her to fix this mess .. I have paid a total of $250.00 plus tip for a very uncomfortable experience.
Nancy Dandurand
[protected]
[protected]@rochester.rr.com

An ulta employee (newport news, va store) made a carbon copy imprint of my credit card and one day later I had fraudulent charges on my debit card, wiping out my checking account. the thief purchased a smart phone from n 1 wireless inc (internet company) for over $400 and tried to have it next day delivered to a debra barlekamp in fostoria ohio. she also charged $97 at tilly's (online skater apparel store) and attempted to charge another $74 there plus $400 at toys r us (online). beware — I would hate for anyone else to have to go through this.

As a former employee for ulta, I would love to complain about the mistreatment of all the lower employees of this location by the store manager. I have never been so rudely treated by any manager in my life! I had only been working there for 2 months, I did have some serious illnesses and could have wound up in the hospital. I had brought my doctor's note to my store manager the day I could return to work, she accused me of faking it. As I work throughout the day, more than two of my coworkers had come up to me telling me that the store manager had started talking (Pardon my language) crap about me to other employees which we're higher than me. Which is total nonsense for a quite a bit older woman to be talking about me in that manor. I never really heard anything she had said exactly but all I know is that she told everyone I had been faking all of my illnesses. Probably about a week later, I was working and I had been doing what I usually do, running the register and all that. She pulls me off and asks me to "face" the store and then she has the nerve to ask me if I knew how to do so?! (I've worked retail for about 4 years now and i'm pretty sure I know how to do it, let alone the fact that I started working there doing the truck loads every friday morning at 4am) as soon as I get off the clock, I had to do some shopping before I left, of course she rings me up, sees everything I had bought and as we walk to the door she checks my clear bag, then she asks me to pull out everything, including my victoria's secret lipgloss (Assuming I had stolen it from the store.. It has clearly been used more than a few times sorry!) — I forgot to add that I had given her a months notice that I was moving to a different state the following week of this day she mistreated me so bad. My coworkers are telling me bye at the door and she has the nerve to ask me if I was working the next week. (Sorry ma'am i'm moving to a different state..) and I had to tell her right there and she had the look in her eye like she wanted to hurt me or something. But, yeah, I have never been so mistreated in my life by my own manager. I would love love love to take this to corporate but I have no idea how to get it there. Oh and by the way, more than a few people have quit because of this lady, she was a brand new store manager to this store. I had only worked there for 3 months and they we're the worst months of my life in retail.

I received a $50 Ulta gift card for Christmas this year. When I went to go use it, I was told that it was not activated. I have called customer services 5 times in the last month and every time I get no apologies and they tell me that it will be activated within 48 hours- this still has not happened. I also attempted to send an email to their customer service and I have never received a response back. Last conversation I had with a supervisor, I was informed that hundreds of gift cards went out from Ulta.com and they were not activated. This manager said that they were overwhelmed with all of the calls pertaining to these unactivated gift cards. I honestly don't know if this issue will ever get resolved. I feel like this was the biggest waste of $50 ever. Buyers beware!

Ulta's customer service is the WORST I have ever experienced from an online retailer. I called 2 different times & got hung up on. I called today & was on hold for 45 min before talking to Jennifer. She was very unhelpful and rude. They lost my return of $44 and she didn't make any attempts to try and recover it or track it or offer any help. She became worst when I asked for her supervisor and her full name. I got the name Ron Brown but she wouldn't give me her full name or his ext # or email, it's against co policy?!I will never buy anything from Ulta store or online again. Too bad because I shop Sephora & Dermstore and spend at least $100+ every single month. I love Sephora & Dermstore, will stick to shopping where they treat customers with more care. Ulta is a very poorly run company.

Ulta for me has been by far the worst place to shop at. I have neither heard nor experience this kind of extreme un-professionalism from any company and its employees. I had a similar kind of situation where I had used my points on a purchase and paid for that purchase through my credit card. Well when I went to return it, the manager on duty (her name was Myra) told me that because I used points, she will not return my money back on my credit card. Instead she issued me a merchandise credit for the entire amount. When I called their customer service toll-free number, they told me that the policy is to return a customer their money in the form of their original payment and the points back to their account. So I went back to the store and the same manager was there who had an extremely unprofessional attitude towards me. There was no apology let alone any courtesy. She did not even talk to me. When I tried to explain her, she cut me off by saying she knows what to do...how rude? She was constantly rolling eyes on me and looking at other co-workers with a sarcastic smile as if telling them that she is dealing with an idiot. In the midst of the situation, she accused me of stealing a 0.99 cents hand cream that was my very own purchase and I even had a receipt to prove that. Then she finally told me that she wont do my return and I'll have to come back to talk to the store manager. At that point, I left my hand cream at the counter because I did not want to create a fuss about a 0.99 cents item and decided to just talk to the store manager in hopes of getting it resolved. I indicated to Myra that I'd need to talk to corporate regarding this. The answer I got, "Oh they already know, what else can you do about it, huh?"

Next morning I called the General Manager (Jennifer Richards) who completely ignored my concerns and started defending her employee almost immediately. Jennifer was not in the store when Myra portrayed such an act of un-professionalism and was completely oblivious to the actual situation but she decided to defend Myra and didn't even bother to listen let alone trying to resolve. At the end, Jennifer the general manager told me to contact whoever I want and hung up on me. I am sensing a great deal of boldness in attitudes of these women who represent themselves as managers of Ulta. There is clearly no consideration or regard about the company's reputation on their part. It seems that they have been completely convinced that no matter how they behave with a customer, nothing is going to happen to them and there won't be any corrective action taken. And they don't even hesitate from accusing customers or challenging them for going to the next level up the chain. The store manager doesn't even bother to listen to a customer and when I asked Jennifer for a number to the District manager, I was denied. As of now, I am extremely disappointed in Ulta, its representatives and its managers. I plan never to shop at this store. I might as well start shopping at a close alternative, Sephora.

Ulta for me has been by far the worst place to shop at. I have neither heard nor experience this kind of extreme un-professionalism from any company and its employees. I had a similar kind of situation where I had used my points on a purchase and paid for that purchase through my credit card. Well when I went to return it, the manager on duty (her name was Myra) told me that because I used points, she will not return my money back on my credit card. Instead she issued me a merchandise credit for the entire amount. When I called their customer service toll-free number, they told me that the policy is to return a customer their money in the form of their original payment and the points back to their account. So I went back to the store and the same manager was there who had an extremely unprofessional attitude towards me. There was no apology let alone any courtesy. She did not even talk to me. When I tried to explain her, she cut me off by saying she knows what to do...how rude? She was constantly rolling eyes on me and looking at other co-workers with a sarcastic smile as if telling them that she is dealing with an idiot. In the midst of the situation, she accused me of stealing a 0.99 cents hand cream that was my very own purchase and I even had a receipt to prove that. Then she finally told me that she wont do my return and I'll have to come back to talk to the store manager. At that point, I left my hand cream at the counter because I did not want to create a fuss about a 0.99 cents item and decided to just talk to the store manager in hopes of getting it resolved. I indicated to Myra that I'd need to talk to corporate regarding this. The answer I got, "Oh they already know, what else can you do about it, huh?"

Next morning I called the General Manager (Jennifer Richards) who completely ignored my concerns and started defending her employee almost immediately. Jennifer was not in the store when Myra portrayed such an act of un-professionalism and was completely oblivious to the actual situation but she decided to defend Myra and didn't even bother to listen let alone trying to resolve. At the end, Jennifer the general manager told me to contact whoever I want and hung up on me. I am sensing a great deal of boldness in attitudes of these women who represent themselves as managers of Ulta. There is clearly no consideration or regard about the company's reputation on their part. It seems that they have been completely convinced that no matter how they behave with a customer, nothing is going to happen to them and there won't be any corrective action taken. And they don't even hesitate from accusing customers or challenging them for going to the next level up the chain. The store manager doesn't even bother to listen to a customer and when I asked Jennifer for a number to the District manager, I was denied. As of now, I am extremely disappointed in Ulta, its representatives and its managers. I plan never to shop at this store. I might as well start shopping at a close alternative, Sephora.

After dying my hair brown instead of the blonde I requested, they refused to correct their mistake and insisted on charging the full amount for the work performed. They threatened to call security and have me detained as a shoplifter if I didn't pay the full amount.

Now I've got brown hair and no idea how to get my own blonde back.

I don't understand why they wouldn't try to make the situation better. I would think they'd want to keep my business. Even if that weren't their goal, on a human level I would have thought the workers would have been kinder to me.

I suppose Ulta doesn't guarantee its services. Obviously, I won't go back and I truly hope others profit from my unhappy example.

The company web site had problems. I placed an order and it billed me for shipping when it was suppose to be free. Also it did not take the coupon code which they billed me in full for. Then to make things worse they shipped to my billing address not my actual address. That's not all folks. When they went into the order 6 times they billed me for separate orders. They still have not taken them off my card. I am fighting the billing through Bank of America but they are very slow to take anyone's side. So the products are shipped and going to an address they can not be received and I am being billed around 400.00 dollars for 52.00 dollars of product I will never see.