The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
Ultafalsely accused of stealing

I come into ulta all the time and purchase whatever I want. Lately, i've been feeling like I was being followed throughout the store. Today I went there to purchase one specific thing, but they were all sold out so I decided to browse around. I came across the new kardashian makeup and I picked one up with the intent to purchase it before I left the store. I went up to the cashier and asked her how much it was, she told me, so I decided to browse around more before I decided to buy it. I got a call about a family emergency and I put the item down to rush out the door so I could leave. The manager, or associate, or whoever she was rushed towards me, demanded that I open my purse, went through my personal property, and asked me where I put the item that I previously had. I showed her where I put it, and she snatched it out of my hand. Then she told me we've got you on camera and you've stolen a lot of stuff from us. I have never in my life stolen anything, let alone anything from ulta. I have every receipt for every item i've ever purchased. I'm an ulta rewards member too! So I feel like they can even look up everything i've ever purchased. Being the only african american in the store, I was humiliated and upset. The way she handled the situation was totally inappropriate and I felt extremely violated. I have put in a complaint with the store but I don't expect much to be done about this unfortunately. I won't be shopping at that specific location, i'm just done with the company as a whole.

Responses

  • Fi
    FionaG87 Jul 28, 2017

    This store is SO HORRIBLY BAD. I won a $500 Vanilla Visa GC from my work and everyone knows that I am all about makeup, so I thought why not, I'll hit up Ulta. So I went into the store, picked up a shopper bag and started perusing the makeup. Out of NOWHERE this sales associate or whatever the hell she was RUSHES me and looks at my bag and says "Can I help you? Can I take your bag up front?" I looked at her strangely, I was like...no thanks. Kid you not, this rude girl is back TWO MINS LATER, asking me "How are you doing, can I help you?" Repeat, repeat--finally I got so angry I was done. As I was shopping, she was literally following me and shadowing my movements!!! I handed her the bag and told her that I'd be doing business elsewhere and I ended up at Sephora.
    STAY FAR AWAY from this store--the sales girls are rude and will stalk you around because apparently everyone is a thief. SMH...what a horrible store.

    0 Votes
  • Ap
    Applezhang Aug 22, 2013

    This Ulta store is absolutely the worst.

    I bought three bottles of Butter London nail polishes and some other stuff in the Ulta store at East Lansing. I put the bag back into my car and kept shopping in that plaza. After one and half hours, I went back to my car and found that one of the nail polishes exploded everywhere on everything I bought in that bag. Since I was still in the same shopping plaza, I went back to the Ulta store, not wishing they would get a new one for me, but at least help me clean up the stuff I bought that were all covered in nail polishes. However, the only thing the store manager said was it was not their responsibility. I asked if they could help me clean up, she said no. This is the worst customer service I have ever experienced.

    After I came back home, I filed a complaint on their website and they asked for my number so the district manager can contact me. She called me today and said that she doesn't understand what my complaint was about. And she said they couldn't clean it up because it's a safety issue, the salesgirls could cut their fingers...So I asked her "so you just leave it to the customers to cut their fingers?" Then she just kept saying that once the product is sold, it's no longer their responsibility.

    Definitely the worst store ever. Don't go!!!

    0 Votes

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