I had placed an order earlier today, 08/19, and I had made sure everything was correct before pressing submit, but some how my shipping information was changed. Within 2 hours of placing the order I called Ulta's customer service and requested the address be changed. The woman told me that Ulta does not allow any changes to orders after they have been placed. She told me that I would have to wait for the order to ship to the wrong address and hope that it gets returned to get my full refund. I then asked her if I could just cancel the order. She said that is also not possible.in order to process orders faster Ulta does not allow cancellations. That is a horrible policy. I was pretty annoyed at this point because I didn't want my order sent to the wrong address. What if it didn't get sent back? I wouldn't get my money back?
After I got off the phone with her I contacted my bank and put a stop payment on the transaction. Being the nice person I am, I called Ulta back to inform them that I made a stop payment and they weren't getting any of my money. Low and behold the new woman on the phone informs me that I can indeed change my address since it has been less than 24 hours since the order was placed.interesting, it took me threatening to put a stop payment to get my address changed. This is terrible customer service.
So I thought everything was taken care of until today when I got the confirmation email that my package shipped. I checked the shipping address just to be sure they changed it, but it was not changed. So now I have to put all my faith in the people at the other address and hope that it gets refused and returned for a refund. I have not called Ulta customer service back yet because I am at work, but once I get home I am going to give them a piece of my mind and not a good piece. This incident isn't even my fault. I know for a fact that I changed my shipping information to my current address. I remember changing it. It was a computer glitch on their end.
No matter how Ulta decides to resolve this issue, which will probably be nothing, they have lost a loyal customer. I am going to take my business to Sephora and Amazon from now on. When you are selling products that can be purchased easily through other vendors it is not smart to have poor customer service and a horrible cancellation policy. Sure Ulta has "exclusive" products, but so did Borders and look at what happened to that company.
In this day and age when everyone seems to be connected through the internet it is a bad idea to give someone poor customer service. All it takes is one person to tell their friends or post a poor review on a website such as this one for a company to lose customers.
Also, if you write to their customer service via email you will never get a response from them. The only way to communicate with them is through the phone and apparently that doesn't even work. Not to mention their customer service reps are pretty rude and apathetic.
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