Ulta Salon Cosmetics & Fragrance, Inc.

Thanks for the opportunity to respond to Ms. [redacted] complaint regarding an issue with her Ulta.com order. In order to resolve the issue, Ms. [redacted] has been issued electronic gift cards compensating her for the full amount of the order. We've communicated that the gift card funds can be used to purchase the items either online or in store. We apologize for any inconvenience this may have caused.Best Regards,Ulta Guest Services

Thank you for the opportunity to respond to [redacted] complaint. To resolve this issue we have reshipped the samples, beauty bag, and a few extra bonus items. We apologize for any inconvenience that [redacted] experienced due to this issue. Best Regards,[redacted]Guest Service...

Manager

Initial Business Response /* (1000, 5, 2015/04/27) */
Thank you for the opportunity to respond to [redacted]'s complaint.
We have contacted [redacted] and will be providing a refund check for all additional charges incurred due this system issue.
We truly apologize for any...

inconvenience.
Best Regards,
[redacted]
Guest Services Manager

Thanks for the opportunity to respond to Ms. [redacted] complaint regarding a recent Ulta.com order.           In order to resolve this matter we have refunded Ms. [redacted]n full for the lost order. We truly apologize for any inconvenience this may have caused. Best...

Regards,[redacted] Guest Service Advocat

Thank you for the opportunity to respond to [redacted] complaint. To resolve this issue we have reshipped her order via next day air. Best Regards,[redacted]Guest Services Manager

Thank you for the opportunity to respond to Ms. [redacted] complaint.To resolve this issue we have issued a refund check for $100.60 on 6/15.We apologize for the delay in resolving this issue and for any inconvenience Ms. [redacted] experienced.Best Regards,[redacted]Senior Manager, Guest Services

Thank you for the opportunity to respond to [redacted] complaint.We do apologize for the very poor experience that [redacted] received during her recent salon visit.  We have made three attempts to contact her without success.  Additionally, we have contacted the store management team so that...

they can address the issue with the individuals directly.Once again, we apologize for any inconvenience [redacted] experienced. Best Regards,[redacted]Guest Services Manager

Thanks for the opportunity to respond to Ms. [redacted] complaint regarding a recent ulta.com order.  To resolve this issue we have shipped the free gift bag to Ms. [redacted] and confirmed that it has been received.We apologize for any inconvenience that this may have caused.Best...

Regards,[redacted] Guest Service Specialis

Thanks for the opportunity to respond to Ms. M[redacted] complaint regarding her recent visit to our Orland Park store location. In order to resolve the matter for Ms. M[redacted] we have provided her with a gift card equal in value for the gift with purchase she was not able to receive. We truly...

apologize for the inconvenience this matter has caused. Best Regards,Armilia C[redacted] Guest Service Advocate

Thanks for the opportunity to respond to Ms. [redacted] complaint regarding a recent in store return.  In order to resolve this matter we have reached out to Ms. [redacted] on three occassions for additional information, yet we have not received a response providing the information needed. We...

would still like o provide a satisfactory resolution, we apologize for the inconvenience this may have caused. Best Regards,[redacted] Guest Service Advocate

Thank you for the opportunity to respond to [redacted] complaint.To resolve this issue we are sending her a refund check for the purchase price of the item.We apologize for the delay in responding to her email and any inconvenience [redacted] experienced. Best Regards,[redacted]Guest...

Services Manager

Thanks for the opportunity to respond to Ms. [redacted] complaint regarding her rewards accounts.  In order to resolve the issue we have added 3000 points back to her rewards account, as a courtesy. We apologize for the inconvenience this may have caused.   Best Regards, [redacted] Ulta...

Guest Services

Complaint: [redacted]
I am rejecting this response because:so then my items that weren't accepted for a refund should be sent back I have an inventory and took a picture of the package before I sent it
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/20) */
Ms.[redacted] order was recalled due to a pricing glitch in which the ULTRA CHI flat iron regularly priced at $149.95 was displayed online at $0.00. We contacted Ms.[redacted] and explained that this was an obvious pricing error and had taken steps...

to necessary to correct the problem. We have sent Ms.[redacted] a gift card for the inconvenience.
Best Regards,
[redacted]
Guest Services Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They didn't contact me. I had to call four times before I was able to talk to a supervisor or manager. It's not the customers fault that y'all had products incorrectly priced. And yes they did offer a $10 Gift Card, but you that doesn't make up for the mistake. If y'all want to make it right then y'all should honor the price you had listed.
Final Business Response /* (4000, 9, 2015/10/22) */
We appreciate the feedback and understand her frustration however this was a pricing error and we will not be offering additional compensation at this time.

Thanks for the opportunity to respond to Ms.[redacted] complaint regarding our recent coupon offer and the service she encountered both in store and upon contacting our Guest Services Team.  In order to resolve the issue, we have addressed the concerns regarding the lack of service she felt...

both in store and with our call center. We have assured her that we will be providing coaching and feedback based on her comments and concerns. We have set the appropriate expectation with Ms.[redacted] regarding receiving additional 20% coupons at this time as per our records, we've issued 3 coupon codes and confirmed she received a 20% discount in store and on her most recent Ulta.com order. We apologize for any inconvenience this may have caused. Best Regards,Sakina [redacted]Ulta Guest Services

Complaint: [redacted]
I am rejecting this response because:This does not make sense to me. First of all,  I tried to place my order using TWO different credit cards. Neither one would go through. Second, when you say that the credit card number was flagged on another customer's account are you saying that someone else tried to use my credit card number? Because if that's the case, I was certainly never notified of any fraudulent purchases. I would really like a more detailed explanation than that. 
Sincerely,
Jill [redacted]

Thanks for the opportunity to respond to Ms. [redacted] complaint regarding a recent Ulta.com order.           In order to resolve this matter we have refunded Ms[redacted] in full for her order and sent  deluxe sample gift bag. We truly apologize for any...

inconvenience this may have caused. Best Regards,[redacted] Guest Service Advocate

Initial Business Response /* (1000, 5, 2015/07/06) */
Thank you for the opportunity to respond to Ms. [redacted] complaint.
To resolve this issue we have reshipped her missing items and provided a gift card as a gesture of goodwill.
Best Regards,
Ron [redacted]
Guest Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10971871, and find that this resolution is satisfactory to me.
Sincerely,
Heather [redacted]