ULTA Informative - Deceiving Exclusions / Lame Customer Service
BURBANK, CALIFORNIA -- The complaint thread below says it all. Read from bottom up.
Question Reference #080630-000583
Subject: Unhappy with exclusion definition for coupons
Select a Category: Guest Service Issue
Submitted: 06/30/2008 03:52 PM
Last Updated: 07/11/2008 02:43 PM
Customer 07/11/2008 01:39 AM
"Dermalogica is a "Prestige Comestic" also and it is stated in the store."
No, it is not stated in the store. Visit the store yourself and try to identify exactly what is "Prestige Cosmetics". For a manager to tell a customer that "it basically applies to this entire half of the store" when that entire half of the store has seceral other section signs/names in addition to Prestige Cosmetics, is both ridiculous and not clear at all.
I'm a Customer Service Departement Manager for the worlds largest telecommunications company. "There is nothing I can do" is not an acceptable answer. You CAN do something, you just choose not to.
Response (Christine B.) 07/08/2008 02:45 PM
Dear Mr. Dodd,
First of all let me apologize again for the service you received. Unfortuantely Dermalogica is a "Prestige Comestic" also and it is stated in the store.
There is nothing I can do.
Customer 07/08/2008 01:39 AM
You call this a "response"? It's clearly a form letter, with no direct consideration to my question. I took the time to write, you didn't. Further disappointment...
Response (Christine B.) 07/05/2008 05:42 PM
July 5, 2008
Dear Ulta Guest,
Thank you for your e-mail informing us of the unsatisfactory guest service you encountered at one of our stores. We at ULTA are committed to our guests. While we strive to see that our guests receive excellent Customer Service, sometimes situations beyond our control occur.
Please know that your concerns and comments are important to us. By way of this e-mail our District Manager will be informed of your comments and concerns. We consider all comments and concerns seriously and will be investigating the problem thoroughly.
Again, I am sorry. Your constructive comments have been helpful to us in defining service issues and aiding our efforts to prevent recurrences.
Thank you for remaining an ULTA and Ulta.com customer.
Customer 06/30/2008 03:52 PM
Visited the Burbank, CA location for the first time in early June. Opened and 'Club Alta' account and received five $5 off coupons to be used by 6/28/08. The back of the coupons listed the types of product NOT eligible for the coupon, including "Prestige Cosmetics".
Came back to redeem the coupons on 6/28/08. Gathered $200 worth of Dermalogica product, which was all displayed under the banner of "Advanced Skin Care". "Prestige Cosmetics" was on an entirely different wall, with nothing but makeup product underneath.
When I went to checkout I was informed that the Dermalogica product fell under "Prestige Cosmetics". When I asked for a manager and said that this was misleading, especially since the Dermalogica products were categorized in the store as "Advanced Skin Care", she replied that "basically everything on this half of the store is considered Prestige Cosmetics", even though that banner only was over one small section.
I walked out of the store and purchased the same items online. I'd prefer to give Ulta the business, since I like to be able to physically see the product in the store, but I'm turned off by this experience. I feel that you need a clearer definition of exclusions on your coupons and clearer signage in store. I wasted a trip and my time.