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| - I've always tried to keep an open mind when going into this particular location of Ulta. I understand that retail can be a difficult position and working with the public can be very strenuous. That being said I've been in this ulta probably 20 times in the last year, and I've left every single time feeling like I haven't had a positive experience. It's difficult to get someone to assist you, and frequently their knowledge base is not where you needed it to be. This last time I went in on my birthday month with the intention of getting my birthday mascara, and some small items. They were in the middle of a complete renovation within the store, I decided just to get one small item and my mascara and come back at a better less chaotic time. I was helped right away, the lady rang my purchasing a very pleasant and I mentioned it was my birthday month. At the end I asked why didn't get my birthday mascara, and she said "I didn't realize that's why you were in here, You need to have the email that they send you there's a coupon on it" it's not so much what was said, but how it was said. (And excuse me for "being in here? Who talks to customers that way?") Using coupons and asking for customer bonuses should not make your customers feel as though they are somehow unworthy to be in the store. that being said I took the initiative to pull the email up on my phone. (I would've thought she would've suggested that in in the age of smart phones, and in the name of good service.) She had already closed the conversation out and kept saying "it's not an inconvenience at all" Her tone set otherwise, and I had never apologized for the inconvenience. So not really sure who she was reassuring. So she had to re-ring it and seem very put out and annoyed. I asked on the renovations to be complete so I could finish my shopping and she informed me "I don't know I'm just helping out in the store I'm a manager at a different store". And closed the conversation again.
I then drove over to Sephora in JC Pennys and got my birthday bonus from that store, when I walked in the lady remembered me from my last visit, asked me how I was, when I told her I was there for my birthday bonus, she added additional samples, helped me find the perfect pallet of eyeshadows, and made me a sample of my favorite perfume because she was happy to see me in the store again. The shopping I postponed for the renovations at Ulta to be completed, I completed at Sephora.
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