Essex MedSpa

I’ve been shopping at Ulta for many years without any issues, but I experienced my first real hiccup after my purchase yesterday. I bought a concealer and I didn’t realize the box was empty until I got home. I called the store to explain that I may have accidentally picked up a tester box assuming since it’s so new? The person I spoke with assured me I could bring it in for a return… along with this concealer I also purchased a foundation the same brand as the concealer, but after a long day of work, and using the recommended prep steps and the brand’s setting spray, the foundation just didn’t sit well on my skin (I have rosacea…) Because of that, I decided to return it as well. What didn’t feel good was how the situation shifted once I came in. Of course there will never be an issue with the amount of money I spend here but the second I would like a return for what I’m not happy with THEN there’s an issue. An item purchased that isn’t actually in the box while sitting on the store floor or a product that simply doesn’t work for someone’s skin… It quickly felt like the blame was being placed on me, from being questioned to who I spoke to the previous night before to suspicion about the empty box to being told, “We don’t really do returns, only exchanges,” and then being advised to book an appointment with a beauty expert to “learn how to use makeup properly.” First, adding insult to injury isn’t nice.. I’m already terrified that I’m not going to be let back here by the way things are being assumed of me. Second, Let me feel confident and comfortable in my choice of knowing that a product didn’t work for me. I understand that the company has to deal with issues and that some people decide take advantage of... But not every customer should be treated as though they fall into that category. AND I shouldn’t have to be the one apologizing for the inconvenience of something that isn’t my fault.

I hope Ulta will take time to reward and acknowledge two top notch employees at the Belmar location, "Angel" and "Jimy". I had such a great experience yesterday with their help! I was in the store shopping for a new fragrance. Jimy and Angel were so helpful, friendly and most important knowledgeable! It's really difficult anymore to find sales people who actually have any knowledge about the prouduct they sell. Angel and Jimy clearly love their job and they go above and beyond to accomodate customers. So, come on Ulta, acknowledge their world class customer service and the great asset that they are to Ulta! Thank you again, Jimy and Angel!

I had the pleasure of meeting Nora today to get my eyebrows waxed and tinted, she was phenomenal, so nice and kind! She did an amazing job, definitely recommend! I would also like to thank Yulia, who assisted me in finding some products, she was very helpful and kind!