Extremely Disappointing Experience -- Management Handled This Terribly…read more
I rarely leave reviews like this, but my experience at this Ulta location was incredibly frustrating and disappointing.
The night before coming into the store, I specifically called to confirm that I could return an item. The associate looked at my account, confirmed that I had purchased the item, asked whether I still had the original box--which I did--and told me I could bring it in to return it.
I went to the store on my lunch break based on the information THEIR associate provided me. Once I arrived, I was told I could not return it. I asked to speak with the manager because I had specifically called ahead to avoid exactly this situation.
Unfortunately, the general manager's response was where this experience went from frustrating to completely unacceptable.
Rather than acknowledging that I had been given incorrect information by one of her associates and attempting to find a reasonable resolution, she was dismissive and rude. I explained multiple times that I wasn't even asking to walk out with cash--I was perfectly willing to spend the money right back in the store. My frustration was that I had called ahead, followed the instructions I was given, and was now wasting my lunch break because of misinformation from their own employee.
When I asked for the district manager's contact information, I was given a phone number that I was told was Guest Relations. When I called, it turned out to be for online shopping, and they told me they couldn't assist me.
I called the store back and explained that I needed the correct information because this situation was continuing to waste my time. I even suggested that the manager simply email her district manager, provide my phone number, and have them contact me.
Her response was essentially, "We won't be doing that," and then she hung up on me.
That is absolutely unacceptable behavior from a GENERAL MANAGER KARA!
For comparison, I called the Simi Valley Ulta afterward, and the manager there was extremely kind and helpful. She immediately provided me with the correct corporate number. I contacted corporate, had an extensive conversation about what occurred, and the matter has now been escalated to a Regional Operations Manager.
I've worked in retail management for many years, so I understand that policies exist and employees have to follow them. My issue isn't simply that I was told "no." My issue is that your employee told me "yes" before I ever drove to the store, and management took absolutely no accountability for the misinformation or attempted to find a reasonable solution.
Mistakes happen. Associates misunderstand policies. But good management knows how to de-escalate a situation, acknowledge when their team provided incorrect information, and look for a reasonable way to make things right. Hanging up on a customer who is asking for help is not customer service.
I also spend a significant amount of money with Ulta, which made being treated as though my time and business had absolutely no value even more disappointing.
Corporate offered a $10 courtesy gift card, but after the amount of time I spent dealing with this situation, multiple phone calls, being sent to the wrong department, and the way I was spoken to by the general manager, $10 honestly felt dismissive rather than meaningful.
I highly recommend visiting another Ulta location. The manager at the Simi Valley store demonstrated exactly how a customer should be treated--kindly, professionally, and with a genuine attempt to help.
This entire situation could have been avoided with proper associate training, basic accountability, and professional management.
