Never having worn much make-up at all, and having reached the age where I need to, I thought this store was great for friendly advice. I purchased a very large amount of product from this store, spent a lot of money. The employees always encouraged me to buy something to try it and emphasized the company's generous return policy.
Upon trying to return a hair styling tool because it did not work, the general manager treated me as if I was a thief. She spoke loudly, condescendingly, rudely, and in a most accusatory tone. I explained the item did not work, she said, ""We'll see about that"" and plugged it in - after waiting several minutes, shaking the tool, checking the plug, hitting every button on the thing, she apparently realized this was actually true. No apology for the inconvenience, not even an acknowledgment that I was correct. She then stormed off to make a phone call and came back, threw a replacement tool on the counter and told me that was all she could do. I declined. If one tool is faulty (i.e. not working and the plug getting very hot when plugged in, essentially a potential fire hazard) then I think it is reasonable for me to decline a replacement.
This power-drunk woman refused to give her full name. All she would say was that she was the General Manager. This person treated me like a common thief in public and didn't have the gall to give me her name.
I left with the broken item. Two other customers, who I did not know, left around the same time - one was waiting for me outside to tell me that she couldn't believe this woman had been so rude to me; another, who had been in line behind me, caught up with me to say that she had put her intended purchase down and would not be shopping at Ulta again if she might also be treated like that.
When I contacted Ulta asking for the contact information for this woman's supervisor, I was told that the information was not shared. If Ulta executives are so afraid of their own staff's actions that they will not themselves deal with an unhappy customer, I think that says rather a lot.
I did contact the manufacturer of the faulty item, they sent me a pre-paid shipping label and then contacted me when they had received it. The apologized for the problem with the product, sent me a refund, and a complimentary. They were appalled at the treatment I had received at Ulta. They apologized profusely for the actions of this rude woman; it was actually two people from this essentially unrelated company, other than the fact that their products are sold at Ulta, who felt the need to offer their regrets to me.
If you want to be treated like trash for returning broken products then by all means shop at this Ulta.
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