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September 2024 by LaShayla Holmes
I went in today to just grab a couple items I needed before I head out of the country Friday. When I approached the front counter, the lady asked me for my phone number. I then asked if she can just scan the barcode. She ignores me and asked for a phone number. I’ll give her my phone number is not the right one I give her my email address is not the right one then I go to my Ulta app, I told her I sent my phone down. I look up this woman is grabbing my phone and I take it out of her hands. Do not touch something that is not yours first of all. So she can email address and then pull up the barcode that I initially tried to break up which she ignored. My card to pay for my purchase I take my card out. I received an Alert from my bank about the purchase I just made then she proceeded to tell me oh it didn’t go through a heart. I show her text message and then I also go into my bank banking app and I noticed that it’s pending she responds and says “oh well if it’s pending, it’ll just fall off you can swipe your card again” first off who says that I have $83 to spend to spend twice, you should never assume that someone could just pay for that again. I don’t know about other people, but when I swiped my card and my money Comes out of my account then I’m not just gonna happily swipe my card again. She said she can hold the items while I figure it out. I’m not coming back. I walk away from the counter. I asked for the manager they proceeded to tell me she is the manager. That’s very shocking to me because as a former general manager, I would never had approached the situation the way she did. I will be contacting guest services.
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September 2024 by Emily Marie
Refused to give me my online order because I forgot my ID. Then made me pay for it again. Ridiculous. Bad customer service, and rude employees. Won’t be back!
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August 2024 by M H
Came in with my little girl on a Saturday, very busy. Every worker kept circling me lol and asking if I needed help. Then the manager came out asking. Like, if I needed help, I would ask! I know it was bc they thought I was gonna steal. Little do they know I make more money workig 2 days than they do all week. I had just spent almost $400 in there a week prior (on a straightener), and this day I spent over $150. I'll never go back to this one!
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August 2024 by Sabrina Anjum
Great service with cosmetics and got my brows waxed at the brow bar
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June 2024 by Fatou
Riley is awesome !!!
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May 2024 by Jet O'Reilly
Kaitlin is amazing and helped me replace my entire makeup collection after moving to Lexington
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May 2024 by Gina Johnson-Higgins
My daughter and I just had another fantastic eyebrow appointment with Grayson. She is a gem. The employees there were super helpful and made great product suggestions. This is a high traffic store and I think on the really hectic days, things get out of hand for the team there. Also I think customers are generally more aggressive with products than they used to be. Things get opened and left and that becomes an issue in losses for the store and that team. Maybe everyone needs to think about using better shopping manners and being more understanding. Finding and retaining good team members is a challenge for EVERY business right now and cheers to the Nicholasville Road location for working hard to provide that excellent customer experience! Highly recommend this location and also suggest shopping at off times if you need more assistance so someone can meet your needs. **This review not paid for by Ulta. LOL.
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March 2024 by Elisabeth H.
I have chosen the convenience of this store too many times. The customer service is the worst, it is usually a mess and is poorly stocked. On the other hand the Hamburg location is friendly, well stocked and a pleasure to shop in. I grabbed the wrong product because it was in the wrong place. When I went in to exchange it, the correct product still had not been put out in the right place. However, online showed they had it in stock. After some confusion I finally had the right product in hand. I went to make the exchange, and even though the product I was exchanging cost less I still owed money bc my points had been used on the previous purchase. I get it more now, but at the time it made no sense to me. The manager talked to me like I was an idiot for not understanding their process. I own my own business now but prior to that was in sales and customer service. What I (and apparently others) have continued to experienced here is not how you maintain a healthy business or maintain return customers.
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March 2024 by Anita Volpato
I am usually ignored in this store. It’s hard to find help. Great Makeup & Perfume Selection.
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February 2024 by Donna Shaw
I could stay in Ulta 24 hours a day. I have never gotten bad products nor had a rude employee. The employees are always offering to help you. Overall it’s a wonderful retail store.
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February 2024 by Karen R.
I haven't been into an Ulta (Lex KY Nich. Rd. is my usual) in a while as I wear very little make up. However, I was recently returning a product I ordered online and told the cashier to go ahead and help those in line first while I went to look at perfume. I really needed help on which perfume to choose as I hadn't bought any for a long, long time. JC is the staff person who came to my rescue. He had a lot of perfume knowledge, and asked a number of great questions to assess what perfume might work best for me. Great service!! Believe me, if I have more Ulta trips in my future, I will ask for JC's assistance. Karen R
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January 2024 by Micha Hutsell
Employees weren't friendly
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January 2024 by Tiffany Johnston
It was a mad house. The employees were pretty great. The place was just so packed and a mess.
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January 2024 by Janine Cobb (Rogue Temptress)
Just had my hair done by Whitney she is an amazing stylist with a friendly wonderful personality I won't let anyone else do my hair again
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December 2023 by Christine Senak
Like many others have commented, the customer service at this location is severely lacking. The manager needs training on how to show empathy when dealing with customers who have had a bad experience. She was quick to dismiss me, saying “well, thats life” and walked away. And NEVER order store to door. They’ll take your money, say a driver from DoorDash never came, claim they can’t cancel or refund the order because it’s “not in their system” and tell you tough luck. Never shopping at Ulta again.
