MiMi
ITEMS MISSING-ULTA REFUSES TO RESHP OR REFUND
I placed an order in late Dec 2020 using the app to be shipped to my home. The order contained 16 items. A confirmation through the app confirmed order placed, however, generally I also receive a response almost immediate via email, but this time the confirmation didn’t come through until hours later. Several days later, I received notification that shipment was on it’s way. The order number reflected 1 package / 1 tracking number. A small box was delivered. I thought the size of the box was oddly small for the number of items ordered. I had an opportunity to open the next morning to find in the top air pillows 6 items and a layer of bubble wrap in the bottom along with a shipping slip that reflects 16 items!! There were 10 items missing from my shipped order!! I looked over the shipping slip carefully to see if a separate box was coming and also checked my order through the app. Both showed for the order#, there was 1 box shipped and indicated all items were shipped. I immediately sent a notification online regarding my order situation, and once customer service phone lines opened also called and spoke with a rep. Online, I got a very generic response that said they were sorry for experience and would look into it. Via phone, the rep took more details by asking me to provide the item numbers of missing items, etc. She mentioned they would get me taken care of howevet, due to the number of items & cost, she would need to submit for mgr approval, but I should receive a response in a couple days. I offered to submit photos of the situation, but she said it was not necessary at this time. Several days went by and I received an email that said it was from a supervisor for Ulta Guest Services, that stated after further review, they were able to confirm order#, and tracking# were successfully delivered to my address. I immediately replied explaining there was a package delivered with that tracking, however, the box was very small and only contained 6 items; not 16...there are 10 items missing. I included 12 photo attachments with a tape measure pulled to show size of box, how items were arranged in the box, photos of items pulled outside of box, but next to the box, and a photo of the shipping slip. I requested they pull the items I ordered and try fitting them in the same exact size box, as they would clearly see it would over flow; unable to seal the box - not to mention with air pillows on top!! I also requested they pull video footage from when my order was selected, shipping label created, and package sealed to see where the discrepency occurred. Ulta had charged my credit card for the items when the original box shipped. So, I requested, just send me my stuff I paid for. Instead, I received a response back that said after further review, they have been able to confirm that order#, tracking#, and weight of the package for the # of items ordered is correct as they have been able to confirm this with their shipper, so no reship or refund would be issued. Obviously replied back expressing that is impossible considering box size, I don’t see how it would be possible to fit an additional 10 items in this small box, and secondly, how can the weight of these 6 items received be the same as all 16 items that were to be in the order. I requested to speak with an Operations Director. Via email response from Ulta Customer Service, I was denied stating they do not have that information to give out. I responded that they have my information to provide to the Operations Director to reach out to me. Again they refused. I requested it be escalated upward requesting to speak with someone higher up, and Ulta Customer Service keeps replying with almost seems like the same templated generic responses. Never-the-less, they continue to refuse to permit me to escalate the matter upward. I literally have hundreds of dollars in merchandise that I’ve been charged for and wasn’t included in the shippment delivered. I have been a Ulta customer for several years, have spent quite a bit, either shops or orders often and never had an issue. This situation has been so shocking and eye opening for me regarding Ulta. This is the first timeU have experienced an issue, and unfortunately it’s a major issue, and their customer service has fallen very short with the same continued templated response instead of treating my case on an individual basis and truely investigating the fine details of the matter. There is truely a grave error that occurred with my order, and I only want things made right. Unfortunately, though, Ulta has failed in showing true customer service by treating people and situations individually, reasearching in great detail to investigate all aspects, and to refuse a customer to escalate a matter upward, I feel is very disturbing.