Ulta Beauty 21001 North Tatum Boulevard, Phoenix, AZ 85050

"I enjoyed that I could shop without the employees checking in on me too often. If I had questions, they were easy to find and helpful."

"PSA: Please consider having an employee check your makeup/products before purchasing and leaving the store. I went into this location last week (2/8/24) to purchase a MAC Studio Fix Foundation Powder Compact- for $44 + tax (along with three hair products, order total of $133). These pictures show what I discovered when I took this "new" MAC product out of the box the next morning: a used compact, with an extremely weathered exterior and product gutted out (plus a Mabeline powder puff applicator in the lower compartment, which an employee later pointed out). I was stunned, as this has never happened to me before. It was an inconvenience, for multiple reasons (the travel back, unexpected time needed to deal with it, not to mention, completely unsanitary)-- but I was confident Ulta would appreciate me bringing this to their attention, and exchange it for a new one. They deserved to know. Well, that assumption was naive on my part. I first spoke with Taylor, the manager, trying my best to be discreet about the details of that experience, outside the earshot of other customers (out of respect of the company). I'll try to summarize this as best as possible: both Taylor and Courtney (managers on duty) not only assumed but passive-aggressively behaved in a way that implied I was the perpetrator in this scenario (as though I was trying to scam them). Their cold demeanor and lack of willingness to help me was gutting, and I was told repeatedly that they couldn't/wouldn't do anything- other than giving me customer services number. Essentially, I was being robbed of $50. Insult to injury was the employee I realized they had blocking my path to the exit (as though I would do what? Bolt with my already empty container?) I burst into tears, as all the other shoppers were witnessing me in a truly vulnerable state. I left shortly after, without my money or product I paid for. The rest of that day and the following, I felt like an empty shell-of-a-human: this isn't as much about the money as it is the princple. I've attempted to reach out to corporate multiple times, to rectify it, and keep getting the same disingenuous scripted responses. I felt completely hopeless, disgusted, and angry-- and I no longer believe Ulta really cares about the several "bigger picture" reasons regarding why this was wrong. My only objective, at this point, is to arm other consumers with knowledge. Out of the four products I purchased, not one had a safety seal on them, to ensure consumers they weren't tampered with prior to purchase. God forbid, if you are unlucky like I was, the managers are more likely to believe that you're a scammer, over the reality of new products being swapped with used ones, then re-shelved. I know now to have ALL future beauty products checked by staff, prior to purchase- but will never be back to any Ulta store. Despite 23 years as a loyal customer (and many positive experiences) this situation left an awful taste in my mouth. Zero integrity, professionalism, or decency. Paying customers should not have to eat the cost of thieving individuals, or the humiliation like I experienced. No amount of money/free product can undo the damage that was caused. To the manager at this location who actually IS professional, Caitlyn (sp?): You were the only redeeming factor in this whole awful experience, and actually treated me like a valued customer today. Thank you for actually helping. Still no word from district manager.... I won't hold my breath. Ulta: I'm sorry people steal from you. That must happen alot, especially at this location, considering Courtney and Taylor's actions. That is obviously awful... but please do better, for the sake of the customers who are also affected by dishonest practices."

"Love this store! Great variety of items to choose from and very well organized. Staff are knowledgeable and friendly.."

"I refuse to shop at this store after learning how terribly they treat their employees. No requests off for any holidays? Must have open availability? People have lives, and are people. Please consider treating them as such and showing them respect. It is in YOUR best interest for your employees to WANT to work for you. Also the destruction of all product that is unsold is very wasteful and unsustainable. Please consider donating this to a homeless shelter or recycling it - leaving a positive impact on the world should be a priority for all businesses this day in age."