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| - STAY AWAY FROM THIS LOCATION!!! STAFF IS RUDE AND UNPROFESSIONAL!!
I don't know what is worse at this location - the staff, the parking, or the store appearance. I came to this location for a total makeup overhaul. I needed all new stuff. I purchased about $400 worth of new makeup. A rep for PUR offered to help me find foundation. I usually use Juice Beauty and she proceeded to tell me that Juice Beauty is no good and to switch to PUR. While she was doing a foundation match she was preaching to me about Jesus Christ and the Lord. OMG I was dying inside. It was incredibly unprofessional. I'm not a religious person but if I was, she completely disregarded it. Needless to say I opted NOT to buy the PUR foundation as a result of this awkward interaction w/ the rep. I continued to shop by myself and did not receive any assistance from any of the associates.
About 5 days later I decided to spring for some hair products too. I returned to this location and I purchased a blow dryer, a Chi round brush, and some Rusk shampoo. I had a coupon (20% off). I asked for some assistance with picking out the right blow dryer and the associate who helped me could not have been more annoyed. She was like "that ones good that ones good that one is ok. I mean any of them are fine". I said "well I have a LOT of hair, what would be good for less frizz but dries faster?" She said "any of them really". Whatever, I googled reviews and picked one that way instead since the associate didn't want to be bothered.
I got home, showered, and attempted to do a blowout w/ the new dryer and round brush. After the second section of hair, the chi brush literally SNAPPED in half and went flying across the room. I'm like WHAT THE!?!?!? Guess I'm returning this! It was an $18 brush and I used my coupon on it (since it was the more expensive item. I couldn't use it on the blow dryer for whatever reason). My point? I saved all of $3.60 on the purchase. I took the brush back to the store w/ the receipt. I asked the associate "Can I return this, then get a price adjustment using the coupon I will technically be losing on the shampoo that I'm keeping instead". So essentially returning the brush and price adjusting the shampoo by $2.60 (it was $13). She said " I'll have to ask my manager. Go grab another round brush and we'll figure it out." I told her I was not interested in purchasing another brush (so it can break on me? no thanks) and I simply wanted my price adjustment on the shampoo. After a solid 30 seconds of awkward silence and a dead stare as if she was trying to translate retail language the manager comes over and says "do you have the shampoo with you" I told her no because I'm keeping it. She said "because of theft problems and shrink we need to have the shampoo here in order to return it and resell it to you w/ a coupon code. I'm like "ok i'll go grab one off the shelf so you have the SKU". She said no no you can't have that one. I told her "I don't want that one. I have one at home. I meant you can simply use the SKU then put it back on the shelf. Your inventory won't be shorted bc you're technically returning then reselling the same bottle to me". I mean am I the only one who has worked in retail and done a price adjustment w/out the item physically present?!?? This is like retail 101 here.
Ok maybe this is simply a coaching opportunity for the manager and the sales associate. Bigger picture? You can see I just dropped $400 in your store less than a week ago. Just go above and beyond for the sake of good customer service and credit me $2.60 I doubt ULTA is hard up for $2. So I decided to call corporate to let them know about the situation and file a complaint regarding the snotty attitude and eye rolling and the lack of help that is WILLINGLY unavailable every time I'm in this store. Corporate was even WORSE. Corporate told me "um. Well like, sorry but there's nothing we can do. We'll just write down your complaint but we don't do follow ups". I asked what the point of corporate's customer complaint line is then if it basically goes off into the complaint abyss and nothing happens. The corporate customer service rep was just as rude as the store associates.
I'm sorry but the customer service CULTURE at ULTA is crap. I have officially switched to Sephora and the associates are pleasant, helpful, and appreciative of my business. They go above and beyond every time I'm in there. They even greet me when I walk in the door. What a concept. I will avoid Ulta at all costs and def NEVER shop at this ULTA again.
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