Up until about a month and a half ago, I loved Ulta. They have a large selection, the sales associates aren’t overly in your face but can be helpful when you need to find something or have questions on a product. Due to Covid, they have obviously been closed, so I ordered a pretty substantial order online, over $300 worth, which was 14 products (makeup is expensive). My order shipped in 2 boxes, one was supposed to have 13 items, and one was supposed to have the final item, why it shipped that way I have no idea. The first one “arrived” but It was either never delivered or it’s possible someone took it from my door. So I called the customer service number, the girl was fairly helpful and told me to wait until my second box was delivered to determine which items I had received and which ones had not made it to me. She also told me that it would be no problem to get me a refund or replace the items that had not showed up. So I waited a week and a half for the second box, which (like it said it would) only had one item. I call the customer service number again and was on hold for almost an hour, the girl told me that she would not be able to give me a refund due to the amount of money she would have to refund, only a supervisor is able to do that and all of them were busy, I was supposed to wait for an email from them and that’s how I would correspond with a supervisor to get my refund and they would contact me in 24-48 hours. So I waited, no email, I gave it 3 days just in case. Still nothing. So I call back, this customer service representative was terrible, she had an attitude from the very start of the conversation, ( I get it, I’ve worked retail and sometimes you have bad days but this was over the top). I explained to her my situation, she told me there was nothing she could do and that I need to wait for a supervisor to call me, and that it would take 1-2 days to receive this call. I explained to her that the girl I talked to last told me that it would be an email, and that I had waited for that already and was confused why it would now be a phone call, her response was “ Well I don’t know IF she would tell you that because that’s not right, and YEAH you’re going to have to wait a while, they are getting a lot of calls.”. I then asked her if she could maybe connect me to a supervisor because I had now heard 3 different things and wanted a straight answer, she said “ No, I CANNOT do that, I Don’t contact them. Can I help you with anything else.” I said no and that was the end of that call. So I waited for a phone call or email or refund, I got nothing, so I call again. This customer service representative was AMAZING, she was kind and extremely helpful and genuinely sounded like she was empathetic with my frustrating situation. I explained everything that had happened so far and she immediately said, “do you mind if I put you on hold while I try and see if there’s a supervisor available to talk to you now, so that we can get this squared away for you today?”. So basically the complete opposite of the girl before. I said yes, there was no one available though, which made sense since I did call in close to 5 like a dummy. She escalated my report so that it would basically go to the top of the pile and a supervisor would see it and contact me sooner since it had been over 3 weeks at this point. Still I got nothing, no email, no call, no money back in my account. I call again today and I explain my situation again, and she tells me there’s nothing she can do, and that corporate has to contact me. So now it’s been an easy refund, to an email, to a call and now corporate is involved? What is going on, I’m thinking to myself. I then asked her to please try and connect me with a supervisor, because it’s been over a month now, and she does. Well I never actually got to talk to a supervisor, apparently she got my refund approved from a supervisor while I was on hold, either way hallelujah I’m FINALLY getting a refund in 7-14 business days. Now we wait to see if I actually get it. I’ve worked in customer service for over 10 years now, this is not how you deal with customers, between the representatives that aren’t on the same page, holding my money hostage with nothing to show for it, to the rudeness that I encountered, needless to say I am not happy with my experience.
