Kyla Jade I usually go in the store but today I decided to do an online pickup order and when I got home I discovered that they gave me TWO tester items…
I don’t know if they thought I wouldn’t notice but one item was a lip mask product that had a finger swipe right in the center which is VERY unsanitary.
I’m truly disappointed because I wanted to use the products asap - From now on I will continue to shop in person to make sure I get the best products!
2 /5
Lauren Harpe Disappointing Customer Service Experience with Manager Courtney
I am writing to share my recent experience at your store#1175 Baytown location and express my disappointment with the behavior of the store manager, Courtney.
I had purchased a YSL fragrance and used a one-time $20 off $100 coupon. I decided to return the larger bottle and purchase a smaller one, which was priced at $95. When I initially inquired about using the coupon again for this new purchase, I was informed by an associate that the manager could override the policy, allowing me to apply the coupon, as long as the total reached $100.
However, when I returned to the front with the perfume, I was told that the manager had refused to honor this. I was confused, as I was attempting to exchange the same product, and asked for clarification. At this point, the manager, Courtney, became visibly agitated. She raised her voice and responded, “It’s not the same thing!” in an unprofessional and dismissive tone. She also mentioned I wouldn’t be able to use my rewards points, even though I never brought this up, and proceeded to explain company policy in an abrupt manner.
While I fully understand and respect store policies, I was taken aback by Courtney’s rude and condescending attitude. Her response lacked the courtesy and professionalism one would expect when dealing with customers. A more respectful and patient explanation of the policy would have gone a long way in making my experience more pleasant.
This interaction has left me with a very negative impression of the customer service at this location, and I hope that future customers will not have to experience the same level of disrespect.
Thank you for your attention to this matter.
Sincerely,
Lauren
1 /5
C M I recently visited this ulta for a haircut, and while the customer service was amazing and I really connected with my stylist, my experience ultimately left me heartbroken. I showed my stylist inspiration pictures and clearly explained that I wanted lots of layers while maintaining as much length as possible. I understood I had some split ends that needed trimming, and he even showed me how much would be cut—I approved it.
Since I was the last client of the day and my toddler was waiting outside with a family member, I opted for a diffused finish instead of full styling to keep my visit short. However, the appointment never felt rushed on the stylist’s end. When my hair was done, it looked beautifully wavy, and in the moment, I didn’t inspect it too closely. That was my mistake.
Once I got home, I took a good look and was devastated. My hair was much shorter than what we had agreed upon, and it was extremely uneven. The layers were unblended, with the top sections looking heavy and choppy while the bottom looked thin and sparse. My heart sank. I had spent the last four years growing out my hair—it was only a few inches from my waist, thick, full, and perfect for the cut I had originally asked for. Instead, my hair was ruined.
What hurt the most was that my stylist immediately blamed “shrinkage,” but my hair has waves, not curls—it doesn’t shrink like that. I wish I had been told upfront if my desired cut was not achievable or beyond their skill level. Instead, I trusted someone who assured me they could do it. I even opened up about past traumatic experiences with stylists ruining my hair, only to have it happen again.
This experience was incredibly disappointing, and I hope it serves as a cautionary tale for others. If you’re trusting a stylist with something as important as your hair, make sure they truly understand your vision—and always double-check before leaving the chair.
I know that to many, hair is just hair—it will eventually grow back. But to me, it’s so much more. It’s a part of my identity, my confidence, and something I’ve nurtured for years. It’s incredibly disheartening to know that I now have to start my hair growth journey all over again.
1 /5
