Ulta Beauty

"One of the managers named Kimberly was extremely rude and uncouth. She does not belong in customer service much less any level of a managerial position. I had a product to return that was right about 3/4 full and within the return period for the item to go onto a merch card. The cashier helping was kind and she had let me know it would be store credit which I was fine with. Then Kimberly came up to the counter to double check the product and told me the item was “definitely”not full enough. (See photo below) . That was weird but I didn’t really argue & went about my shopping. The problem was Kimberly’s confrontational attitude when I came back up to the counter to get confirmation on the return policy. There were 3 different employees who gave differing answers to what the return policy is when I asked them. all the answers conflicted with the website. One of the employees told me that Kimberly was the manager so whatever she says is the right answer. I went back up to the counter to let her know what I found online and asked her if there’s posting of Ulta’s return policy anywhere? Kimberly essentially shut down and went straight into aggressive confrontation mode. When I tried to correct her obvious misunderstanding of my intent in asking she still continued to aggressively argue and tell me she wasn’t going to tell me what the return policy is and that If I can’t find it that’s my problem . (Even though I was showing her the website). I was never rude to her and I didn’t get upset when she didn’t accept my item yet she was so aggressive towards me that I thought she was actually about to try and start a physical fight. I legitimately wanted clarification on what the actual policy was for my own future reference because what she said was completely conflicting with my knowledge and even what’s online. She refused to help and just wanted to fight. Her refusal to return an item for store credit was beside the point and not the real problem. This was the worst customer service experience I’ve ever had at an Ulta before it must have been slim pickings post Covid because I can’t even believe they hired that woman. Kimberly, you do not belong in customer service much less any leadership position. The general manager did ask me to come in so she could make it right after I called back to get a name. The G.M was much more professional in her communication style and body language."

"I came here to pickup an online order. The process was super easy and the employees were friendly. Just make sure you have your ID ready for pick up! The store was very clean and organized. They had an employee at the door greeting people and making sure you could find what you needed. I’ll be back to this location - easy to navigate and clean!"

"These ladies were the sweetest when I went in there! They made very good suggestions and definitely helped looked for what I need:) and the lady who checked me out made sure to remind me of coupons to help me get money off. Absolutely love this location"

"The manager (white lady) is very rude and I personally will never buy my wife anything from here ever again and she won’t shop here either. I came to purchase a $165 Chanel perfume for my wife, but on the ULTA app it was $25 off. Nowhere was it stated that it was “online only,” and I showed this to the cashiers as the manager seemed to just ignore me and provide no customer service. She made me feel like a thief for asking them to honor their own price on the app. They didn’t believe me and told me to order it online, “if it’s real,” and we’ll let you know when it’s ready. Pretty unbelievable. So after wasting my time and gas, I order the perfume online and have to go back the next day, which was a HUGE inconvenience for me. I had planned to confront the horrible manager, but decided I’ll go this route instead. I’d like to speak to her boss or somebody above her do I can explain how she made me feel, like a criminal. I was already uncomfortable being one of the few men in the store and then she basically tells me I’m lying and won’t sell me the item and it was embarrassing. I manage a $6.5 million/year retail store and if one of my employees treated someone how I was treated, they’d 100% be written up. If you can’t handle the stress then find something less stressful. You’re literally losing business over $25 on a $160 bottle of perfume. Pick your battles better. I’ve spent thousands of dollars and we’ll happily avoid this awful manager. Would give ZERO stars if I could."

"The Rockwall Ulta Beauty Store has a great variety of hair supplies, make up, and beauty needs. They just don’t aways have the quantity I need. For example, I like to purchase 3-4 Paul Mitchell hairsprays at once and their stock is usually low (only 1-2 in stock at a time), but they do always have at least 1 when I need it. I LOVE that I can return a product (especially shampoos) within 60 days if I don’t like it (doesn’t perform like I hoped). I ask like their reward program and being able to use coupons for purchases. I am signed up to receive their mailings and emails, so I usually have a coupon for $3.50- $5.00 off every time I shop. I wish they had the “20% off everything” coupons more often, but I haven’t seen that coupon for the last several years. Overall, their store is clean and organized well, and their employees are very helpful when asked a question. I just took a star off for limited items in stock. If I need to buy in bulk, I order from Ulta online."