As I noted in my comments on the previous post, I contacted Ulta Corporate about the whole incident. I got an email in return the next day saying my complaint had been forwarded to the local salon. Another day and I get a call from the local Ulta Salon’s manager, asking me for pictures of my hair. I told corporate and her that I’d spent more than $100 on getting my hair colored in advance, and that the stylist at Ulta had ruined my hair.
So I sent the salon manager the inspiration picture and my hair when completed (previous post), and told her where I thought the burnt section was. She said she’d get back to me after she got the pictures (and after I explained that no I didn’t go somewhere else to get my hair fixed after the incident, that I’d spent money PRIOR to going to Ulta–that they ruined) and let me know what they could do. She said corporate had told her that I went and got my hair fixed AFTER the Ulta fiasco, but I forwarded her the communication from Ulta showing what I’d said. WTF.
The salon manager calls me back and says they’ll refund me the money for my updo, but that’s it (I had given the stylist a cash tip, so that was GONE because I had no proof of that). I said fine, go ahead and refund my credit card.
NO, I had to go into Ulta so she could print something out from the salon that I would then take to the front to have refunded. She told me to come in the following day (this was yesterday) at 3pm, when she would be on duty. And she said I had to go back to the salon area to meet her, I couldn’t just go up front to the registers.
So I go to the store today at 3pm, and I look back toward the salon and guess who’s working? Yeah, the guy who ruined my hair. Why would the manager ask me to come in when she knew he’d be working? When she knew it would be uncomfortable for her customer? Because she doesn’t give a shit about her customers. Just like the stylist on Sunday, this was never about customer service or the customer’s good experience, it was about them and their issues. I steel myself and walk back to the salon area and as I’m approaching a woman comes forward. I ask for the manager by name and she says it’s her. I give her my name and she tells me to sit and wait…despite the fact that she’d been doing NOTHING when I arrived. She stood around and asked about someone working on the floor, then came back and told me to follow her to a private office in the back of the store. I have no clue why…but I figured maybe she’s going to apologize? To say SOMETHING customer service related?
She tells me to sit in the other chair in the room, then says, “I want to see your burnt hair.”
She’s already said she’s going to give me my money back, so WHAT-THE-EVER-LOVING-FUCK?! My hair was up in a clip, so I pull it down and tell her it’s the under-layer as far as I can tell. She looks through my hair, rolls her chair back and tells the woman who just appeared, “You can take her up front and use her receipt to give her a refund.” Then she says to me, “YOU DID BRING YOUR RECEIPT, DIDN’T YOU?”
Despite her not having told me to bring a receipt prior, I did in fact bring my receipt. I whip out the receipt and she argues over the fact that the receipt says $38.25 (we had a coupon) and I had said $40. In fact, I had said $50 because I had included the tip, but like I said the tip was loooooong gone because it was cash. But she’s arguing over the fact that I said $40 when it was in fact $38.25…WHO IS THIS PERSON?!
I’m dismissed with the staffer, who takes me back past the stupid stylist again, and we go up front. She takes me right to a register, asks me if I have my credit card, then realizes the system will just credit the card automatically. *sigh* Then she asks me to sign and then says, “I’m sorry for the issue you had.”
I said thanks and left the store.
Who are these people? I mean, what kind of customer service is this? Hub told me not to bother to get my money back, but they need to be held accountable. It’s not right that they should get away with things like this. People trust them, they should pay attention to their customers. And if no one calls them on their shit…
I need a nap. And a cold pack.