Ulta Beauty - PERMANENTLY CLOSED

TERRIBLE customer service. They WASTED MY TIME. After a long day at work I decided to treat myself to a new perfume. I proceeded to pay with my card and the POS screen said “Transaction approved” and ended up staying frozen on this screen for about 10 minutes. I waited patiently. The representative told me they have been having problems with that particular POS machine. The representative proceeded to ask me to check my bank account to confirm if my card was charged or not. I checked and told her my card was charged. After the machine was no longer frozen, the representative called a coworker over who proceeded to MAKE IT SEEM LIKE I WAS LYING when I said that my card was charged. I had to physically show her the transaction on my bank account. They told me that I will not be able to take the perfume unless I PAY AGAIN. I told them that I will not be paying twice for one product. They told me the transaction would fall off in 24 hours. I asked them for a receipt as proof that the transaction was cancelled, just in case the transaction doesn’t fall off and the lady proceeded to tell me there is no receipt (she was holding one in here hand) I told her if I’m not able to take the perfume and my card was charged then I wasn’t leaving without a receipt and she finally handed the receipt over.
The next day I noticed that the payment was not a pending charge and it posted to my account. I called and spoke with a manager (a woman) and explained to her what happened. Not once did she apologize for any inconvenience. She sounded irritated that I was calling to inquire about the transaction. I asked her what the next steps will be. She said to wait until the next day. I asked her if the issue can be fixed the next day because I don’t want to drive back to the store for no reason, she said they can fix the issue.
The next day I drove back to the store and spoke with a different manager. He told me that the payment will not fall off in 24 hours like the other manager had advised, but instead it is 2-3 business days that I would have to wait. There was no other solution presented. I wasted my time and gas AGAIN.
After 5 business days I called back to the store to advise them that the transaction was still showing on my account. At this point I have no refund or perfume so this has become VERY IRRITATING AND INCONVENIENT. I spoke with a manager (a woman) I explained the her everything that happened. She told me that I need to contact Ulta guest services.
I contacted Ulta guest services and they were not able to resolve my issue so ultimately I had to end up disputing the charge with my bank.

All of this was because THEIR POS system was faulty and this is something that they failed to acknowledge. I was not accommodated in any way. Nobody apologized for the inconvenience. Nobody gave me a solution. This showed me the lack of care they have for their own customers. They do not respect your time, nobody knew the correct policy or resolution. This was just poor customer service all the way around on managements behalf. This whole experience has been a headache. I showed them proof. The transaction was for one item only. You would think this would be an easy fix. I had no choice but to take the time out of my day to leave this review because nobody cared enough to resolve my issue or to even ACKNOWLEDGE how inconvenient this may have been for me. I had to resolve the issue myself and I was not the one that created the issue. I was simply trying to treat myself and it turned out to be a DISASTER.

The customer service at this location is very poor. They had 1 cashier and several(about 7) customers waiting. One of the customer went to an associate and asked her can someone assist in the front. The employee came with an attitude and was telling her I assume manager that’s the customer was rude. I can’t dispute she wasn’t but the part that concerns me was the response. Her response, customer should not come tell you they need to find a manager?? How would a customer feel know who the manager is? Very unprofessional especially in front of customers. Date of service: 11/1/2024 time 3:25 CST

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I wanted to give a shout out to Nico/Passion, the store manager of this Ulta Beauty Store, she is nice, professional, and goes above and beyond to help me out. This is not my regular store as I live somewhere 20 minutes away, I never knew Ulta staff can be so helpful and the store selection can be that huge. I ended up spent a little more than I planned to, this exemplifies how a great customer service can go a long way!

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