On October 13, my daughter and I visited the Cumming, GA Ulta store in search of new makeup. When we first arrived, the store manager was rude to another customer who was requesting assistance with makeup choices. When the manager approached us, we declined her assistance since we had seen how she treated the other customer. When a male employee approached us twice we also declined his assistance since it did not seem likely a male employee would be very helpful in this instance. After having spent a considerable amount of time making our selections (anyone with a teenage daughter will understand this!) we checked out where I paid $133 in cash for our merchandise.
As soon as we left the cash register the manager approached and asked to search my purse. I was shocked because I've never shoplifted anything in my life nor have I ever been accused of this. More shocking was that she proceeded to dig through my purse right in front of the door without even the courtesy of asking my daughter and I to step to the back of the store. While she was digging through my purse she made the comment that "since you were sitting on the floor, the camera angle was unable to see the merchandise you put in your bag." I did sit on the floor but I absolutely did not put anything in my bag. The manager did not apologize or seem in any way contrite that she had falsely accused me.
I immediately called customer service but they were closed for the day. I called back the next day and was told I would receive a call back that day or Monday at the latest. I did not. I called back and received profuse apologies and a promise that someone from loss prevention would return my call within two days. This did not happen either. I called back and was promised a regional manager would call me back. This did not happen. Finally, the fourth time I called I was promised a call back by the district manager within 48 hours. Almost 96 hours later she finally called back.
I stated my concerns and the lack of professionalism both at the store and with the way my complaint was handled. She apologized numerous times but her next step was to "talk with her team". There is no plan to make this right with me and my daughter. I feel we were treated very poorly throughout this experience and no one at Ulta truly cares.
I understand that shoplifting must cost stores a great deal of money annually. I certainly understand and expect companies to prosecute shoplifters. However, to falsely accuse someone should not be taken as lightly as everyone involved seems to have done. Professionally I supervise a staff of about 100 people and have never and would never dismiss concerns which were presented to me about one of my staff members.
I hope that by taking the time to write out this review I will save someone else the humiliation my daughter and I experienced at the Cumming Ulta store.
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