Ulta Beauty

Worst customer service experience I’ve had at Ulta in Pearland,TX I attempted a simple even exchange without a receipt, which Ulta’s own policy states can be processed as a blind return. The associate, Adriana, repeatedly insisted on a phone number to "track the transaction," despite my explaining the policy multiple times. This went on in front of over 10 customers waiting in line, which was embarrassing and completely unnecessary. Eventually, a phone number did work—proving the whole ordeal was pointless. Then came the next issue: Adriana claimed a refund for the price difference required the physical credit card, even though I offered a perfectly reasonable alternative—placing the balance on a gift card. She acted as though this was impossible. I escalated to the manager on duty, Danielle (EM), who was shockingly unhelpful and dismissive. She showed zero interest in understanding the issue or supporting the customer. Speaking with her felt like talking to a wall. The lack of training, common sense, and basic customer service at this location is unacceptable. I left frustrated, embarrassed, and with no confidence in this store’s management.

I recently came in for an updo for a gala and showed Kimberly S a reference photo of the style I wanted. She completed the initial look in about 20 minutes. When she showed me the result, I politely asked if she could tighten the curls to achieve a sleeker finish, which was my main request. Rather than making a simple adjustment, she took the entire style down and redid it completely, taking another 20 minutes. It was clear she was frustrated by my request, and the final result did not reflect the look I asked for or what I expected based on the photo I provided. I’ve attached pictures of the finished style for reference—unfortunately, it was not acceptable for the formal event I was attending. That said, I truly appreciate the kindness and professionalism of both the manager and the receptionist. They were understanding and made a genuine effort to make the situation right, which I’m very thankful for.

I just have to brag about Ulta Pearland and the incredible Ms. Leila. She is a phenomenal esthetician and an all-around wonderful woman. She’s kind, professional, and consistently goes above and beyond for her clients. You can genuinely tell she loves what she does through the exceptional care, attention, and professionalism she brings to every appointment. Her time management is outstanding—appointments are always efficient, never rushed, and perfectly paced, making the entire experience relaxing and seamless. Her product knowledge is impressive, and she takes the time to explain what works best for your skin. I always leave feeling confident, refreshed, and looking amazing. I truly can’t rave enough about her skills and service. Ms. Leila has earned a client for life.

I had a really frustrating experience due to poor scheduling and management. I called on Friday to book a Saturday appointment and couldn’t get anyone to answer. After three attempts and about 20 minutes on hold, I finally spoke with the manager. We discussed availability in detail, including whether a curl cut could be done, and I was booked for both a gloss and a haircut at 1:00 with Ruby. I arrived exactly at 1:00, but the salon wasn’t ready for me. I stepped out briefly to get Starbucks and returned by 1:10, then sat exactly where I was instructed. At 1:35, I checked in again and was told the stylist was ready. I was brought to the chair, where I then waited several more minutes while she finished setting up. After my gloss, when I started discussing the haircut I wanted, I was told I was only booked for a gloss and that there was no time for a haircut. When I spoke to the same manager who booked my appointment, I was told she didn’t see me come back from coffee. Although she apologized, she refused to offer any kind of discount. I don’t appreciate being blamed for delays that were not my fault, especially when being taken on time would have allowed for both services. I want to be clear that the stylists, Jessica and Ruby, were great. My issue is entirely with management and how the appointment was handled. Unfortunately, the experience made me feel like my time and business didn’t matter.

I go to Ultra Beauty regularly to Visit Lela Garrett, She have always been Professional. She keeps your skin looking and feeling good!! I have recommended so many of my friends, Always have gotten Great remarks about her skills and knowledge!! Love her, if you don't Lela Garrett, you should give her a try at Ultra Beauty in Pearland Tx. Also I have been going to Lela for over ten years, she keeps me looking Beautiful!! Keep up the Good and Great work!! My skin is Beautiful, always getting the question, who does your skin, Lela that's my Girl!! Thank you for keeping my skin Beautiful!!

Baby let me tell you. Jeri is my girl. I came in to looking at certain line that had kinda change it product look. Jeri not only found me a new line and a beautiful concealer that works with my skin. She even found me a new foundation to try out. I love her spirit and she even show me and my sister some other products we want to try. Jeri is completely amazing and definitely will look for every time i come in.

I'm a regular at Ulta and give HIGH praises to esthetician Leila for her amazing services. I love ❤️ how professional and punctual she is when I come in. I highly recommend if you have any concerns with skin issues and seek results. Leila's knowledge is priceless, a true gem in the Pearland area...