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Ultabad service

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: (_) or by phone at 901-*.


  • Cc
    CCly Oct 16, 2014

    Ulta sucks. I went to the new store in Macedonia, Ohio and it's run by a bunch of kids! No professionalism whatsoever. Nobody knew the product I was looking for. I wanted something from philosophy and every single person on the floor(which was 5) never heard of the microdelivery peel pads. I was also looking for their hand cream and was told they don't make one, but found it myself right there on the shelf after a minute or two. Nobody had a clue about philosophy in general. I learn more from their slots on QVC about their products. I buy the microdelivery peel pads and hand cream all the time. The girls were all young and giggly and just stupid. I'm a woman in my mid 50s and don't have time for all that crap. They don't have anyone mature working in there. Yes, I agree Sephora is so much better and they have women over 18 who work there and have half a brain, woohoo!

    0 Votes
  • Be
    betsyschoolhouse21 Jun 29, 2011
    This comment was posted by
    a verified customer
    Verified customer

    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.

    0 Votes
  • Da
    danilicious Dec 29, 2009

    salonstyler - that attitude just shows what kind of people work there. thanks for the affirmation.

    0 Votes
  • Sa
    salonstyler Nov 03, 2009

    wow you have a lot of time on your hands. I hope you have stopped shopping at ulta, because we don't care about you! :)

    0 Votes
  • Sa
    Sarah Nov 27, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Ulta in Countryside, Il has the worse customer service ever. I don't know why I even go there. They are so rude and have attitude problems. I would recommend Sephora instead. They have much better customer service.

    1 Votes

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