Ulta Beauty

SHORT STORY:

Got a lip pencils and eye pencils made by ULTA in their store in San Marcos, CA
Got rush around my eyes and had to use medication for treatment.
I wanted to exchange that defective stuff for something else because I lost receipt.
Went to the store and find out that they need permission from headquarter for it?!
Then correspondence started: the further it went the stranger it became.
This is the ‘middle’ of our correspondence.
Still waiting for the happy end.
Not sure it can happen with this company.

--------------------- OUR CORRESPONDENCE ------------------------

My letter to ULTA:
February 13, 2011

I couldn't believe that if I used cash in your store (isn't it what every store wants when customer buying small amount of things) it means that I stuck with the product from your company which gives me rash around my eyes!
NOBODY told me in your store during my purchase that if your product gives allergies to the customer I STILL HAVE TO HAVE RECEIPT to EXCHANGE it for something else that won't be hazardous for my health!

I never have heard about anything close to this before. It will never come to my mind that this nonsense exists in any California store.
I should have sent you a picture of my red eyes after using your product so you will see how much damage was done.

NO ANY CAUTION on the product or in the store about it. I am sure I am not the only one.
NOT ONE WORD at the customer service counter stating that defective products are returnable ONLY WITH THE ORIGINAL RECEIPT AND ONLY IF I DID NOT PAY CASH OR WITH SOME PROMOTIONS SENT TO THE CUSTOMER.
Be honest, let you customers know that they will be loosing their rights if they use cash in you store. I didn't see this rule of yours at any visible place in the store.

I hope you can solve this small problem at your level or you have no authority, in my estimation, & I have to find satisfaction from your superiors. I didn't even ask for compensation for the allergic reaction I suffered from your defective product.
I am just amazed at the lack of concern and customer service on your part!
I still hope we can finish our communication with some sound help from you.
I can't see any reason to make customers unhappy if a problem can be solved easily. Can you?

Irina A

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February 14, 2011

Letter to me from ULTA:

Dear Irina,

Thank you for contacting us regarding your experience. We at ULTA are committed to our guests. We would like to make every store experience you have with us one that would make you want to return.

I apologize that this was not the case. Please know that your concerns and comments are important to us. Our return policy, which was put into effect in April of 2003, requires receipts on all returns and exchanges. It was set in place for a number of reasons. We need to verify that the product was purchased at ULTA and we need to verify the original purchase price. If the item was purchased using an ULTA card I can try and locate a copy of the receipt using the ULTA card number.

Again, I am sorry for your experience. Your constructive comments have been helpful to me in defining service issues and aiding our efforts to prevent recurrences. It is our hope that you will reconsider and allow us the opportunity to better serve you in the future.

Sincerely,

ULTA Guest Services
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My Letter to ULTA on February 14 2011

Each of the products has ULTA on it. Doesn't it mean it's your product? Do you want me to send it to you so you can verify it yourself?
And tell me more about the allergy reaction people experience after using your (made by ULTA) pencils? I feel you have a lot of complains from people about your skin-damaging products. Considering our conversation I don't believe I am the only one. Is that's why you don't want to help me with YOUR product?
Now it looks like the problem is deeper then I thought. Are you hiding something behind of your "policy"? Are you trying to get rid of the people who had problems using your product?

In my previous email I asked you to transfer my case to your supervisor. Why don't you do it?
And why you hide your name under Guest Services?
Irina A

I really hope we can finish our communication soon in satisfactory manner before I have to make future complaints about your policy and products to Consumer Protection authorities and any place I can find who can be interested about your practices and health-damaging products.

And, by the way, it’s interesting idea in your letter. You just plain told me you don’t want me to return to your store! Wow!
Or maybe I just go to picket your store for a few days? It's nice to be outside in a nice San Diego weather.

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I will share my future correspondence with you, guys.