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Ulta Support Ticket - Customer Service training is much needed

Ulta Support Ticket

Customer Service training is much needed

Created By: Jahl's Picture Jahl Last Reply: Jahl's Picture Jahl
Priority Level: [High] Status: [Open]
Created: 8 years ago Last Updated: 8 years ago
Department: General Replies: 2

I had a really horrible experience while shopping at the 11850 Pines Boulevard store. It appeared as though they were under staffed; only one sales associate was on the floor assisting close to 3 people. I received no assistance in the make-up department. I approached the store manager on duty regarding the situation and she told me that there's only one sales associate on the floor right now. After 15 minutes of walking around the store, another sales associate stood next to me and I asked her input regarding my selection and she said a few words to me and walked away. I approached her again regarding tissues to remove the make-up from my hands and she told me that they ran out of tissues for me to go to the bathroom and wash my hands. The section over from where I stood, the sales associate there had tissues. While driving I call the store to speak with the manager on duty, Cecila. Cecila was very defensive regarding being under staffed and my experience, at one point during the phone conversation she said to me, "I'm sorry, what else would like for me to say?” My advice to Cecila was beware of Secret Shoppers and the goal of ULTA should be to treat everyone with respect. I left the store thinking ULTA is not about customer service and I just spent $50.00 in a store that has a preferential treatment for which customer they will treat with respect. Once again, I was told to go to the bathroom and wash my hands while another sales associate had tissues.


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TuesdayJade says: (8 years ago)
 0
Jahl, this was pretty much the exact experience I had the other day at this store. I was so livid at the way they treated me I walked out & drove 20 minutes to the mall on a Friday afternoon during Christmas shopping just to buy from them, after Ulta had made me wait 40 minutes for the ONE girl they had working to help people apply the makeup (because she was on break), & there were no testers set out for me to try myself. When she finally got back, she was extremely rude & condescending to me, then she went off to go "match my color" & 5 minutes later I see her across the store with another customer sitting in a chair doing makeup, after I exchanged words with her I pretty much stormed out (vowing that as an internet marketing specialist I would be sure to share my experience with every review site I could find on the world wide web about them)

I'm glad you mentioned secret shoppers to them, & they could really learn a thing or two from successful companies like Zappos who build their organization around company culture & great customer service.

I'm sorry you had to experience the same disrespect & ignorance that I did, but I'm glad you're doing something about it! :)



Jahl says: (8 years ago)
 0
TuesdayJade,

I am happy that you are doing something as well. Just like you, I vowed to put my experience on many sites as I can. Since you have experience in Internet Marketing and I have experience in Organizational/Customer Service we should merge our experiences and come up with something very clever. I think it will be great, what do you think?



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