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| - I smh as I write this review for the Ulta in Litchfield. Basically, the 2 star rating pretty much sums up the experience offered at this location. If it wasn't for the relationship I have with my Benefit Brow Specialist, Marissa, I would NOT bother with this Ulta. This location (store #157) must have issues with theft or shoplifting b/c I agree with @CatF. on 4/18/2016, their approach to customer service is on the defense. You almost need to announce at the door when you walk in that you have no intentions of stealing from the store. I exaggerate, but seriously - the way I was treated today by the store manager was unfortunate. I will say better me, than someone else. I'm a regular at this Ulta location as I see Marissa at the Benefit Brow bar on a consistent basis. Every 3 weeks to be exact. My visit typically equates to $26. Nothing crazy, right? So, here goes my sitch....I visit Ulta after work for my brow waxing appointment with Marissa. Per usual, we had a great sesh...and I was even going to purchase the new GoofProof Benefit brow pencil Marissa showed me. I go to the counter to check out and realize I FORGOT MY WALLET at work (an 1hour drive from the store). I felt mortified. I rarely make a mistake like that. Not to mention I was driving around without a license. I felt so horrible and slightly embarrassed. Codie, the cashier, was friendly and did the right thing....she called over her store manager. So, the experience goes downhill from here. This lady is already annoyed with me. It was so obvious. Either that, or she's walking into this situation with bad juju from the day and couldn't shake it off. I can appreciate her situation, right? She doesn't know me from Adam and can't guarantee that I will return to the store with the payment. Plus, it's retail. How is she going to reconcile the missing $26?!?! Game over. As a client service director for a digital marketing agency, I am pretty keen on how to best communicate in damage control situations. I do it all the time with my clients. It's never easy, but clear and honest communication is typically most helpful. This is how this individual chose to handle this situation. She's asks if I have Apple Pay, which I don't. She says to me, "typically in these situations, we have to hold a personal item as collateral." She looks at my iPhone. I thought to myself, "this woman is stressing out bad." And, she continued to show annoyance of the situation. I begin to go into problem-solving mode (wished that she would've taken initiative in that, she is after all, the store manager). I asked if she can take a payment over the phone. I was going to call someone to make the payment on my behalf over the phone immediately. Unfortunately, they can't do to their new chip reader system. She then asked if I could go to work and get my wallet. I told her I work an hour from the store and that would not be an option. Why we couldn't agree to me coming the following day to make payment and getting all my contact information (work/home/cell)....is beyond me. Remember, I mentioned I'm a regular. The problem I have with this situation is that I, the customer, came up with a solution. I went home to grab my mother, visiting from out of state, and came back to make the payment. All $2. The bigger issue I have with this situation is that when I came BACK to the store, with my mother in tow, and after she made the payment. Miss Store Manager didn't even acknowledge payment or even show any gratitude. My guess is that this happens all time at this store? Store manager for Ulta store #157 should consider growing and developing her skills in: customer empathy, problem-solving, customer relationship building and one that has always served me well....ask questions so you can better assess your customers and situations as they present themselves. The Ulta in Litchfield is managed by the ill equipped. And so the saying goes, the fish stinks from the head.
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