On or about January 26 I purchased a Burts Bees Lip Shimmer product from this Ulta Beauty Store location. On January 28 at approximately 10:40 I attempted to exchange the product without a reciept. The product was a darker color than it appeared on the cap too dark for my lips, so I just wanted to exchange it for a clear one. The Cashier refused to do the exchange without a receipt. I explained to her that the previous week I had purchased a defective item and did an equal exchange and the sales associate working that day told me she didn't even need to see my receipt (which by the way I had), adding that I would like to know the return policy. She stated that returns without receipts were up to the Managers discretion.
When I asked for the Manager then, she stated, "I am the Manager". Fair enough. I asked for her name and the corporate telephone number. She scribbled Amy on the back of an old register receipt and gave me the Corporate number 1-866-340-3704. I called the number and after lsitening to 10 minutes of "all operators are busy please push# to leave a message, I left a message. My call was returned at approximately 4pm that day by a Service Specialist named 'Jennifer'.
When I explained what happened her response was, "no that is wrong, that is not our return policy, they should have done the exchange, please hold while I contact the store". I had been on hold for 5 solid minutes when she got back on the line with a totally different story.'Jennifer now stated the store did not have to exchange the item as she had previously stated and that it was in fact the Managers decision not to exchange the item. Here's the thing though she also said the store Manager never spoke to anyone about a lip gloss that day, adding the store Manager was not an 'Amy' but a Nicola.in fact, she said there was no Amy working at the store at all.
Now, frustrated I ask for Jennifer's supervisor. Service Manager 'Robin' gets on the phone and I explain my situation to her and ask for a clear return policy and I ask for the real managers name. She is quick to place me on hold. When Robin returns she states the Manager's name is 'Hope' I said now wait I was just told the store Manger was Nicola is this store #13?" Robins response was "yes it's store #13". The Manager refused to exchange the product and there is no clear policy on returns without a receipt, it is really up to the manager on duties discretion.
FYI the individual named 'AMY' not really her name was on the heavier side and blonde wavy shoulder length hair, no name tag, very unprofessional appearance.
So here is my complaint, I am lied to by the cashier not only about her name but also her title in the store.in addition it appears ulta has outsourced their client services becuase no one at their 866-340-3704 knows anyhting about the company and basically if the jerk waiting on you just plain a* doesn't feel like it or doesn't like the way you look they don't have to exchange anything if you lose your receipt. Nice way to do business ULTA.
I say you either post no refunds or exchanges without receipts and hire some decent human beings that don't treat you so bad they have to lie about their name when you ask for corporates number. Or, just post a sign that says the truth, don't lose your receipt because the nice person checking you out may not be here when or if you have to come back for an exchange and the person that is here can decide whether or not to return your item based on your race, sex, age, identifiable religious jewelry, hair color and or anything else about you they do/dont like'
i'm begging everyone taht reads this to boycott ulta yntil they clarify their return policies.
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