Ulta Support Ticket - North Olmstead, Ohio

customer service

Created By: beckyfig's Picture beckyfig Last Reply: beckyfig's Picture beckyfig
Priority Level: [Medium] Status: [Open]
Created: 3 years ago Last Updated: 2 years ago
Department: General Replies: 0

I visited your North Olmstead, Ohio store on the first week of December. I went with a few co-workers and my 14 year old daughter. My daughter loves makeup and hair products. She visited a Sephora store the first time over the summer. She does quite a bit of research online and has become very knowledgeable of many products. My daughter started using her love of makeup as a coping mechanism, a suggestion from her counselor, a few years ago and her passion has grown strong. So imagine her joy when we were told a representative for Urban Decay would be in your store the following Friday. She was so excited. I reserved an appointment for her and a friend starting at 5pm. When we arrived we browsed for a few moments until it was time for our appointment.. My daughters friend, Katelynn, went first. An associate by the name of Maleeka, I'm sure I spelled that wrong, went to work on her friend. She explained everything she was doing with the eye shadow and eyeliner. She looked amazing. I was so excited for the girls to have this experience. My daughter was waiting for the "urban decay executive" to do her eye makeup. Bethany was so excited. A real Urban Decay person to help her with make up. Bethany own the Urban Decay electric palette and wanted to try something new. Well, her experience was not as nice as her friends. The "executive" kept walking away to help others, never explained how she was putting on the eye shadow and was done in 7 minutes maybe less. She couldn't give my daughter her attention for more than a few minutes at a time.. How disappointed my daughter was. I felt so bad for her. I drove 30mins to give my daughter a wonderful experience and we were treated as if we were not the right "clientele" for the product. My daughter would not say a word. So I asked the very wonderful Maleeka if she would be so kind to put eyeliner on my daughter and help explain some of the product. She did a wonderful job and was so kind. The 2 associates Sarah and Maleeka were wonderful. I usually don't write letters to companies, but I thought you should know about how your customers are treated. I had every intention on going back to buy Bethany a new Urban Decay palette and a few other things, but I'm hesitant to return. I am a single mother who works very hard to take care of my children. I thought I was doing something wonderful for my daughter and it turned out to hurt her feelings that she wasn't given the same treatment as her friend. Please make your "representatives" aware that people may not come in furs and fancy clothes, we may come in scrubs and jeans or sweatshirts, but that doesn't mean we should be treated any different than any one else. I haven't been back to the store since, even though my daughter had some of the products of her Christmas list.


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