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Ulta Complaint - Ulta.com - The worst customer service I have EVER experienced!
Ulta Complaint

Ulta Complaint


Ulta.com - The worst customer service I have EVER experienced!

I placed an online order for makeup on the 10th that I needed before leaving town on the 19th. On the 16th, I received an email stating that my order had not yet been processed but that I would receive it by the 24th. There website states: ULTA Processing Time
Orders received by 12PM CST (Monday-Friday) are typically processed the same day.
Orders received after 12PM CST or on Saturday and Sunday are normally processed the next business day.
So, it takes them four business days to email me to say that my order still has not been processed! This was frustrating, but I was willing to be understanding because of the time of year. I decided in order to have the makeup I needed before I left town, I would just call Ulta and cancel the order and go purchase it in the store. Wouldn't that be a simple, logical solution? Well apparently not to Ulta! This is when I lost all empathy for Ulta! After calling their customer service line and holding for twenty minutes, the customer service rep (who was nice & professional) took my info and said that she would check to see if my order had been processed, if not, then she could cancel the order. After being on hold for another five mins, she came back to say that it had not been processed but that it could not be cancelled. After speaking with a supervisor and then a manager over the supervisor, I was told there was no way to cancel my order! Seriously! I was on the phone for 55 mins and all I was offered was a $10 gift certificate. I don't want a gift certificate! I need my makeup before I leave town and I don't need $95 worth of makeup sitting in my cold mailbox for two weeks!!! Not to mention that I have an extra $95 of my money tied up in a duplicate purchase that I had to go to the store and buy because my order did not arrive on time. They made no offer to expedite my order and said they could transfer my order to my local Ulta store for pickup. The only person that I spoke with who was apologetic was the original customer service rep. The supervisor and manger made no effort to accommodate my needs. They implied that they were in their promised time frame for delivery but I do not see how they can make that claim when clearly my order has not yet been processed. The charge was not yet pending on my credit card so I called and had it blocked. I hated to do so but I don%u2019t think that companies should have the right to treat their customers this way. They need to remember that the customer is the reason they have a job in the first place!

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