Ulta: Why Do You Sell Damaged Goods?

NOTE: Ulta and I made up! Take a look at this: http://www.makeitworkmolly.com/the-ulta-follow-up-how-we-made-up/

I really make it a point to not write anything negative on my blogs, just because I feel it’s better to remain positive at all times. And in this economy it’s even more important for businesses to succeed. But- on my most recent trip to Ulta in Macon, Georgia I had such a bad experience that I felt I would be irresponsible if I did not share it.

I should go one step further and admit that I have not had the best of experiences at Ulta . I once scheduled myself, last minute admittedly, to get my hair styled and makeup done for a Saturday photo shoot. Upon my arrival, they did not have me scheduled, left me to fend for myself to do my makeup from their samples counter (and thus missed another sale), and made it very clear they were *fitting me in* and thus doing me SUCH a favor for my hair. Once in the chair, I was ignored while the girl chatted amongst themselves, had three different stylists working on me, and it was only once one of them asked me what I did for a living and I told them “ I work at 13WMAZ and write the fashion column for Macon Food and Culture and have a blog that goes with it”- well, that got their attention and all of a sudden I was spoken to. I hate that. And to top it off- my hair looked so bad that while the pictures themselves were great, I have been reluctant to post them cause of my hair and makeup.

I’d had a couple of redeeming experiences when I bought some blush and foundation in there not terribly long ago- but this past week- I just cannot ever go in again.

Why? Because Ulta’s employees had no problem selling me potentially damaged goods.

Let me start from the beginning. I had purchased the Jessica Simpson hair clip in extensions there before with no issue, and apparently got them at half off for some reason however I have since colored my hair and needed new ones. So I went in on New Year’s Eve to check out the s4election. I was rather confused as they apparently have changed their branding and packaging but I did find one box at the bottom. It was in, what I would find out, was the old Jessica Simpson branding (seems as if she has cut ties with this group as she is not a part of the new branding) but the box was ripped open and the hair kind of hanging out. It didn’t really bother me all that much, I figured I could spray some Lysol on it and it would be fine. But I was really hoping the item would be marked down- after all, I got it half off previously, the branding had obviously changed, and hell the product was potentially damaged- at least the box was.

So I flagged down a store associate and asked her if it was marked down. Aside from her poor attitude, she replied with “well, we usually just damage out damaged goods- we don’t mark them down”.  (What does that mean?) So she goes around the corner and biddly-bops around doing lord only knows what to come back and tell me that the item is: a- full price ($75.99) and b- “we usually just put items back out on the floor that have been returned unused”.

Unused.

Unused.

What the hell?! Unused?! How could anyone assume that a hair piece is unused when the box is ripped and the product is falling out? It’s clip in hair I’m not sure how one could say it hasn’t been used. Not only that, but is it sanitary? Granted, I was willing to buy the extensions- even if they were the same price as what I paid before (*note- I asked how it was I got them discounted the last time and the answer I was given was that they must have been a discontinued hair style) but not at $75.99 each. Not for a broken box. Not for a piece that may have been used before- although for whatever reason the salesperson thought otherwise.

But the real kicker for me? The young lady who assisted me made the statement that if a product is damaged, they damage it out rather than selling it discounted. She then said they would go ahead and sell it if returned unused. Ok- how do you know it hasn’t been used, for one? And two- she then took the piece and rather than taking to to someone to be damaged out (it’s pretty clear to me the item could have been damaged) she took the hair extensions from me, placed them back in the torn box, snapped the plastic around it and laid it out for the next person as if nothing was wrong.

I am floored. I also took pics to show yall- but I kind of had to be sneaky cause I felt like I was being watched. Not sure if I got a great shot of the torn packaging so yall may need to take my word for it.

I was going to buy a few other items, such as a comb and some more Philosophy Hope In a Jar – never again. Not anymore. I’ll drive to Atlanta to go to Sephora before I ever step foot in Ulta again. See photos below: