Ulta Beauty

I stopped into this store yesterday to pick up a Valentine’s Day gift for my partner, and unfortunately the experience was a reminder of how rare good customer service feels these days. When I walked up to checkout, I wasn’t greeted at all. The associate was in the middle of a full conversation with another employee and continued talking as I stood there waiting. When she finally acknowledged me, she asked if I had a phone number. I said yes, and she just stared at me. After an awkward pause, she said, "Oh, type it in on the terminal," as if I should have known that already. When it was time to pay, I inserted my card, but nothing happened. After standing there for a few seconds, it became clear she hadn’t completed the transaction on her end because she wasn’t paying attention. The entire interaction felt distracted and disorganized. Each time something went wrong, she said "sorry," but in a way that felt more automatic and indifferent than sincere. I understand everyone has off days, and retail can be tough, especially around holidays, but basic attentiveness and professionalism go a long way. I hope management takes the opportunity to reinforce the importance of being present and engaged with customers. It really does make a difference.

This is a bit of a mixed review. My daughter made a hair appointment in Cool Springs last minute because she showed up to her appointment at another location and the stylist was "out of town". Was told by stylist at Cools Springs she could absolutely do what my daughter asked for and said she has been doing hair for 30 yrs etc. All over color turned out great, the highlights not so much and my daughter left upset again. I called the next day and spoke to Melissa and then Shelby. They were both AMAZING! They were kind, refunded the entire visit and got her an appointment with the original stylist to correct the highlights which she did and they look great! I really want to thank Melissa and Shelby for providing excellent customer service to resolve our issue! That unfortunately is not a given these days…

I had an appointment today to get my eyebrows laminated, shaped and tinted. Lillian Was my brow specialist and she was fabulous! I couldn’t have asked for a better experience or brows. She made the space comfortable, and made sure I loved my brows. 10/10 will be going back to get them done by her!

I will never shop at this store or give this location my business again. I placed an online order for curbside pickup. Waited 20 minutes in designated parking spot and no one came out so had to go inside. The manager was so rude and had a major attitude. I was shocked by the poor customer service. Ulta needs to train their staff on common decency.

Not one to write a review, but noticed a poor review about the one associate that helped me out a ton this past weekend. Was shopping for my girlfriend for Valentine’s day this past weekend and Reese was extremely helpful. Truly saved me in not knowing a damn thing about any of the products I was searching for lol. So if you find yourself at this location, ask for Reese, she’s great.

I was in the Ulta Cool Springs location not too long ago and I had the most UNPLEASANT experience dealing with Reece. She was rude, dismissive and not welcoming or friendly and seemed to know very little about the products I was asking about. She didn’t even try to help me. I wish I could say I would no longer be coming to this location but unfortunately it’s the closest one to me. Just hope I don’t encounter her again.

Last night, my friend and I visited the store in search of face products and unexpectedly encountered Reese, who was identified as an Ulta expert but seemed a bit standoffish. When my friend asked her about a skin tint, she appeared to lack knowledge on the subject, merely pointing out the closest skin tint without providing further assistance. We brushed it off, assuming her lack of makeup meant she might not be familiar with the products. I was specifically looking for an under-eye cream, so I flagged down a manager for recommendations. She took me to Reese again, and I smiled, allowing her to assist me. Unfortunately, she suggested the first product in her line of sight. When I mentioned that $46 felt like too much for an eye cream, I was unsure about, she didn’t offer any alternatives. I frequently shop this store often, primarily because my three favorite associates, who truly know their products, are usually there. However, it was an hour before closing on a snowy day, so the store was quite empty. After thanking her, I moved on. My friend then sought her help once more but found Reese to be just as unhelpful, prompting her to walk away and say, "never mind." With over 12 years of experience in retail and hospitality, I found her attitude and approach to inquiries lacking. I’m not sure if she was having a bad day or if there was another reason for her demeanor, but it left me feeling uncomfortable as two ethnic women. Miss Reese, it's important to do better.