So, I just got back from Ulta and I'm pissed and need to vent.
In February, I purchased a t3 flat iron after I saw a video on youtube teaching you how to curl hair with a flat iron. I was super excited to find out how quick and easy it looked, so I got one. I still had a perm (which I wasn't really happy about and didn't think it was worth it) so I was looking forward to just curling my hair manually.
I used the flat iron once, just to see if it really would curl my hair, and stowed it away, since I still had my perm.
Now that my perm's gone, I started using the flat iron. I started using it like... 2,3 weeks now. Curls turn out great and all, but I get annoyed by the fact that the dials are on the outside of the iron. It's hard to explain, but when I handle the iron, sometimes the dials would accidentally get turned and lower/heighten the temperature.
It's not as simple as straightening the hair, as you just clasp onto the hair and glide. With curling, you have to twist the iron 360 degrees once the hair is clasped and it can get rather complicated/unorganized for me with the hand motions. Not a manufacturing defect or anything, but a design flaw IMO. On the outside of the box, it says that the iron can also be used for curling, so it's not like I was using it for another purpose either.
So today, I was browsing at Ulta (a different location from where I bought the flat iron) in the afternoon, and saw that they had the t3 iron as well, except they carried one that had the dials ON THE INSIDE on the flat iron and grips. The dials on the inside would have solved my problem. It was the exact same brand, t3, exact same color, hot pink, exact same price, $119.
So I go home, get the flat iron, still have the box, unfilled registration cards, etc. With the receipt. I look at the receipt to make sure what the policy was before I went back. Here is exactly everything that's stated on the receipt (I'm typing it word for word):
Return Policy
If for any reason your purchase does not give you complete satisfaction, the purchase may be returned.
All returns and exchanges must be accompanied by the receipt and all original components of the product.
Refund
Except as described below, a full refund will be issued on a return, provided that the return is made within 60 days of original purchase date.
Special Offers and Free Products
A full refund will be issued on a return that included a FREE product or a FREE gift, only if the return is within 60 days of original purchase date, and the FREE product or FREE gift accompanies the return.
Store Credit
A store credit will be issued on a return if the return is accompanied by a Gift Receipt, or if the return is for a product that included a FREE gift of FREE product and is NOT accompanied by the FREE product or FREE gift.
A store credit will be issued on any return made after 60 days of original purchase date.
ULTAMate Rewards Members
Upon return of any product on which you earned ULTAMate Rewards points, your ULTAMate Rewards account will be reduced by the number of points previously earned on that puchased. If the return will cause your ULTAMate Rewards account to have a negative balance, a store credit will be issued on the return regardless of your original form of payment.
Coupon/Reward Certificates
Coupons/Reward Certificates need to be presented at time of purchaase and within the specified dates.
*Expired coupons/rewards certificates will not be accepted.
*Prior purchases do not qualify for use with coupons/reward certificates.
Returned Check Policy
A service fee will be added for any check returned unpaid by the book.in accordance with State law, NSF Checks may be submitted to your bank electronically. A 10-day waiting period is required for refunds on personal checks.
Original credit cards need to accompany receipts for credit card credits.
And that's all it says. So I thought, okay, it's been over 60 days, but if I can get a store credit, then I could get an even exchange no problem right? So I get everything, and go back.
The woman who helped me, who I'll assume was the manager, said that she couldn't do the return because it was beyond 60 days and it company policy states not to return anything after 60 days. From that point was when she noticeably gave me a distinct attitude. The type of tone that the vice principal gives when they're about to suspend you from school. I told her I know about the 60 day RETURN policy as stated on the back of the receipt, but it also states that returns made after 60 days, a credit will be given.
So she tells me to wait and she will ask her regional manager. So I wait... She returns and says that she tried calling the regional manager but she wouldn't pick up, so she asked for my name and number and says she will call me back when the regional manager calls her, but for now, she can't do the exchange for me because it was beyond 60 days.
I remind her what the receipt says on the back and she says, "I don't know why it says that but the policy is returns within 60 days, and after that, store credit, but only until 90 days. Most people know whether or not they want an item by 90 days". 90 days? There's NOTHING on the receipt that states anything about 90 anything.
So I walk out, pissed as hell. You know, it's not THAT big of a deal for me to keep the flat iron, as I said, it's not defective, just has an annoying design flaw. And for something that's $119, it should not be causing any bothers in my opinion. But it's the fact that it's not stated on the receipt, and on top of that, whatever position that lady was, talked to me as if I were a delinquent.
On the back of the receipt, it states, A store credit will be issued on any return made after 60 days of original purchase date. It just says AFTER 60 days. It doesn't say after 60 days and before 90 days. If it did, I wouldn't have even bothered. I'm a person who's HUGE on principles. There was once I refused to pay for an ebay item because the seller charged a hidden 15 cent fee that was nowhere mentioned in the auction and wasn't going to unless I only had to pay the EXACT amount I agreed to when I bought the item.
I never heard back from the seller. I'm not one to argue when a policy is written in black and white, but she pulled the 90 day shit out of nowhere. She could have pulled it out of her ass and made it up for all I know. But in my experience as a customer, associates or managers would even be flexible with policy if it's reasonable (in my case I thought it was reasonable to exchange for a flat iron that was the exact same color, brand, and price) for the sake of good customer service.
I'm still pissed. I guess customer service isn't a priority for Ulta, or this certain Ulta at least. STORE NUMBER 110!!! Screw you!
I might try calling another Ulta or corporate tomorrow and see what goes down.
I was getting used to being pampered customer service wise by Bloomingdales, Coach, and OVERLY pampered at Sephora to the point of freakyness, and now I go back up to NorCal and have to deal with this sh*t.
Ugggg
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