I bought a bottle of perfume ($52) at Ulta Gateway Shopping Center today in Austin, TX. Opened what appeared to be brand new completely sealed packaging 5 minutes later in my car in the parking lot - and it was a completely empty bottle. Immediately went back inside the store to return it and have my money refunded. The so-called manager (a kid) didn't believe me and intimated several times I returned my own used empty bottle. Would not refund my money even with the receipt dated and timed 5-minutes earlier. Basically said I was lying. Clearly, the bottle completely leaked during production or shipping. There is no other explanation for this - even the inside packaging of the box was stained. Look ---- I am 63 years old, affluent, educated with a PhD, and don't need to swindle a cheap cosmetic store out of $52, nor do I have any desire to do so. She finally relinquished and credited my debit card when I was calling my bank right in front of her to dispute the charge. Will never step foot in that store again. You do business with a cheap store - you get cheap help and cheap customer service. read more

I really liked the girl who did my hair. She was sweet and friendly. But she was the only one. I received horrible customer service from one of the salon front desk girls and even worse service from the manager, Amy. She was rude. She spoke down to me and practically kicked me out of the salon because she wanted "to get out of here." I am also manager of a retail store so I know a little bit about customer service and it is sorely lacking at this Ulta. I understand that people mostly want to be left alone when shopping and when asked if they want help they will usually say "No, I'm just looking." But they at least want to know that you see them. A simple "Hi, how are you?" wouldn't be too much to ask from them. All in all, I am very sad because I really liked my stylist but I won't be going back there to be humiliated again. read more

Salon is bad. Had gel nailpolish done by Nichole. Horrible nail work and horrible attitude. Will never use the salon again.

I use to go to this salon but the service just sucks over there and they very rude! They charge for bang trimming in between hair cuts and its $18.00. Really!? And the makeup staff is rude when you ask them a question. I will not be going to ulta anymore. I found a new hairstylist. read more

Worst customer service.the salon girls ignored us and kept talking and laughing with each other w/ no clients in vision while I waited for 7 mins for someone to even approach me as I waited at the desk. She then takes two phone calls and walks off without even assisting us. Her name was Lauren. I work in customer service so when I see something this bad I have to write about it. read more

I have to say that this is the worst salon in TEXAS. I had my hair colored and cut, (which I did not ask for the cut, but he did anyway). The color was not what I asked for. I was then charged $144.00 I was told it was because he was a top tier stylist. And that because my hair is thick I was billed $20.00 per ounce of product extra. That is bull. I have never been charged more, and if I was the stylist told me of the extra cost. Also cutting someones hair should be discussed. NEVER GO TO ULTA THEY ARE TERRIBLE AND RUDE AND WAY OVER PRICED!!!!!!!!!!!!!!!! read more

Ah got prom makeup done forever ago by Naomi Will and it was amazing!!! Super sweet & funny chica

I met Naomi about 2 weeks ago outside of this location during her break time. She struck up a conversation with me, asking who did my hair. Much to my embarrassment I had to admit to her that I had not had my hair done in about 3 years. Getting a haircut has never been a good experience for me. She asked questions and listened to my answers. She really seemed to understand the hair problems that I had been going through. Which included my hair being too long , dead ends , greying, which causes me to have to color my new growth every 4 weeks which in turn causes more dryness. She invited me to make an appointment with her at my convenience, with no pressure. I told her I would think about it, still no pressure. A couple of days later I found myself walking into the salon to make an appointment for the following Friday. When I arrived at the salon , she was finishing up with another client but didn't hesitate to greet me. She made me feel extremely comfortable from the moment that I walked in. When she got down to business she walked me through every step of my haircut, again asking questions, listening, and offering her experience. I can't express how pleased I am with my haircut and my experience with Naomi. I plan on returning in about 2 to 4 weeks so that she can start doing my color. I have the utmost confidence in her. Ulta, you have found such a little gem in Naomi. I shop at ULTA all the time, but trust me, I never would have ventured to the salon had she not approached me outside. read more

Firstly, I have been to this location various times and every time I have made the effort to go there it is because their products are usually cheaper than Sephora's. That enticement usually dies down after the first time you go there. Their customer service is awful. When I say awful I mean you can ask an employee for help and expect them to tell you they don't know, pass you on to a newer employee or pass you on to a senior employee because they don't want to help you. The shelves are never stocked, the products are always disorganized and wrongly placed. Today I needed a brush and sponge cleanser that Target unfortunately didn't have in stock and I figured I would try the ulta brand because I was feeling like being cheap and it is near my house. I went and the first employee I asked told me she was stocking shelves and then yelled for another employee who was across the store to help me. When that employee met with me I asked her for the cleanser which she then made some constipated look for and told me she had never heard of such a thing. Then asked me what brand I was looking for. I replied it was the ulta brand and she said she had never heard of it. She walked to a corner of the store looked for about a minute and then said it was out of stock. She directed me to another product that she thought would be similar. She walked away and I quickly looked on their site for the product to see if it said it was in stock at this store as clearly this employee didn't take the time of day to properly look. It was definitely in stock. I wait in line to the cash register and ask for help there, that cashier tells the other cashier to help me. Then that cashier goes and comes back with a ton of the cleansers I was looking for stating they were not shelved. I bought my cleanser without any apology for their shortcomings or waste of time. I seriously dislike this ulta so much. read more

Hallelujah!!! This place had Brocato Saturation Leave-in Conditioner! There really is a God!! Seriously, we have looked all over the planet for this product since Northcross Mall morphed into the strangest place in Austin (what's up with the new layout? Is it still a mall??) The shop in Northcross which used to carry it fell into the black hole and our hair life has since been pure hell. We have tried every shop in town, surfed the net, called the distributor, ect. No Luck. Just when we had given up and started the search for a replacement product, someone suggested Ulta. Bingo! I have seen the Ulta shops around for a long time, but to be honest, something about them always scared me. Looked like WAY too many selections in there. But it's surprizing what you can brave when on a hair mission. The staff is VERY friendly and helpful. Really, too helpful for my taste. I appreciate help, but also would like to do a little looking on my own. They also have classes (they call them events) in everything from eye makeup to how to properly use a flat iron (I need that one). I felt a little pressured/obligated to sign up for something, so I'm doing an eye makeup event in July. I will follow up later when I have my new eyes. read more

I have problem skin and I went in expecting to pickup done Benefit Pore Professional. Alexis helped me out and made a recommendation on a better product that would actually correct my skin. She explained that the Benefit product I was looking at would make my pore problem worse. I appreciate a knowledgeable and professional recommendation and she did a great job! I hope her boss sees this review. read more

Well I'll start by saying I've been to almost every Ulta in Austin, my least favorite is the Research location. I did have a pleasant experience with the Esthetician Megan, however that's my only praise! I recently bought a Dermalogica Medibac ADULT Acne kit, that was recommended by the esthetician, however it dried my skin pretty bad. So I went in JUST to buy an additional gentler dermalogica cleanser to alternate with. So while paying out the girl insists on showing me more products for my super DRY skin that she pointed out. Thanks, I'm aware of the problem!:(. She immediately shows her lack of knowledge on products by saying the medibac kit is targeted for teen acne( I do my research, it is NOT) so she takes me to the Mario Badescu line which I explain I have invested in already, I own quite a few products( understatement,I own everything) but am trying something else to see if i get better results. I have to convince here that I have not had dry skin until the medibac, she's sure I've been using some drying products or using the M.B drying lotion ALL over my skin. Umm no, I know how to use a spot treatment. She continues to talk down to me, and suggest I Must be using it wrong if it's not working for my sporadic adult acne since it worked for HER! ( obviously everyone has the same skin) o why don't you buy a clarisonic for $125 + dollars, or this $65 dollar microderm peel? Jeez if I went in there for those things I would have asked! I had to repeatedly tell her I was in a hurry and I was not interested in buying any of those products! So I left and I felt Aweful and frustrated at her condescending nature, and lack of product knowledge! I did have an appointment for a facial but I don't think I'll ever go back to this location! They need to concentrate less on making it a larger store and focus on getting rid of the horrible snotty staff members! I use to hate that no one helped me when I walked in, now I realize I'm better off when left to pick out my products in peace, at least I know information about the products! read more

After just moving to Austin, and being a loyal Ulta salon guest in Florida, I figured I would try the salon here. My first visit was an absolute nightmare. I had called the day before to see if they needed any information from my stylist at my former location. I was told the stylist who would be doing my hair would call beforehand to get my color formula & I would be all set. I gave the information & figured all would be well. Wrong. I had a 6:00pm appointment and after waiting almost 45 minutes, I was finally sitting in the chair. The stylist (I think it was Dawn...I was not impressed, so I didn't make an effort to remember) had not called the salon, had no idea what was going on, and then after another 10 minutes of calling Ulta in Orlando, she came back to tell me they did not have one of the colors needed for my formula. *sigh* She assured me she could still get close to my desired color by using another formula. By this time, I'm pissed off and just want my hair done. I reluctantly agreed and she went to work. After I had spent a total of 4 hours in the salon (my hair isn't even to my shoulders), I was finally finished. Hair color looked decent enough, but I couldn't get out of there fast enough. Fast forward to the next time I needed an appointment. I called and explained what happened the last time, and also explained I need someone fun & fresh. I change my hair color like the wind blows, so I want a stylist who is okay with the fact I might go from redhead to brunette every 12 weeks or so. I was given an appointment with Teresa and WHAT A DIFFERENCE A NEW STYLIST MAKES!!!!!!!! She was so nice and took time to listen to what I wanted. The copper color I had going on was fading too quickly for my liking, so I told her I wanted to go darker. Really dark. She whipped out the swatch book and in no time she helped me pick out a fun, new color! She worked quickly, and efficiently - which was a total turn around from my last appointment there. Teresa was quite personable and I really enjoyed my few hours there! While I'm not 100% impressed with this Ulta in general, I do like Teresa and will continue to go back to her. (Teresa & her work single handedly gives this review an extra 2 stars). read more

Got my brows done at ulta. It was a wonderful experience and the brow expert was incredible helpful and knowledgeable. Very glad I decided to get that service while in town. Excellent job to the ladies there delivering customer service as well. read more

Store is great but the salon....NO! I wouldn't get my haircut here for free! Worse time ever in a salon. The "master" stylist was rude and unprofessional. I'd rather take my chances at Supercuts! Never again. read more

I was in a hurry and couldn't find a product. Trying to buy that last minute birthday gift for my niece as she was on her way to my house. I walked up and down each isle and was unable to find an employee that was not chatting it up with each other. I even said very loudly, "wow, it would be nice to get some help around here but I guess everyone is too busy talking about what they want to do for the weekend!". Not a single person budged. 3 employees huddled together and not a single one working. mhm. I found a manager and she was very pleasant and apologetic. She understood I was in a hurry and quickly found my product and was very kind. Cashier was pleasant, efficient and polite. Thank you to the manager and cashier. I appreciate your hard work and I feel sorry y'all were the only ones really working. read more

I have read the numerous "poor customer service" reviews and second all of them. I visited the Gateway Ulta with my 15 year old. We approached the cashier for two separate transactions. My daughter checked out without issue but on my turn, the cashier asks me for the typical business trending/marketing question of "phone number please?" I replied that I do not share my personal information, to which the cashier replies "I can't process the transaction without your phone number". I said "I"m sorry, I don't give that out" She then requested my first and last name as an alternative. I said "no, I do not give out my personal information" She nearly lost it, "ugh!" but then MIRACULOUSLY processed the transaction just fine without either bits of information. My daughter then walks up and says to me that her cashier didn't ask for any personal information, so why then is my cashier harassing me? Next thing you know I'm exhausted over the transaction for a simple brow pencil and walk out of there thinking "why did I just give business to such a horrible place?" so I turn around to return it. Within minutes of my purchase I get in line to make a return. I get the same cantankerous (and old) cashier and tell her "sorry for any trouble, but I would just rather to return this thing" to which she replies "I need a phone number to return your item"... WHAT?!!!!! Are you kidding me? I said "no you don't! I have a receipt and I JUST BOUGHT THIS FROM YOU!" She insisted on calling a manager when I would not give her my phone number. The manager walks up and says "if you have a receipt, you do not need a number" Okay, FINALLY someone with some sense. She walks away though LEAVING me with the irrational old woman instead of processing the return, WHILE THERE WAS A WHOLE LINE OF PEOPLE WAITING for this chic to figure out how to make a return without a phone number! The old woman was having such a hard time, that she had to recall the manager to process the transaction without the number. When the manager returned she said she had been wrong and that she required my number to process the return. OMG!!!! I told her "by law I am entitled to protect my privacy and you are not getting my number!" She kept insisting that she needed to "put something in her system" to facilitate the return so I said "THEN MAKE SOMETHING UP!" and it was like a little light went off in her tiny brain "oh!" I don't know what she entered in the system, but she NEVER got my phone number and I finally walked out with my hard earned money back in my pocket where it belonged. As we walked out, my daughter turned to me and said "So, no more shopping at Ulta?" and I said "DEFINITELY NO MORE SHOPPING AT ULTA - THEY SHARE A BRAIN HERE!" read more

I am not surprised if the Ulta at this location has so many negative reviews. They are so unprofessional. The costumer services is very bad!!! Go shop somewhere else for your beauty products. read more

I went to Ulta and Lauren cut my hair exactly how I wanted it. I didn't realize some stylists out there can't even do a good layer cut! I'm new to Austin and have had my haircut at a couple different places that charged way more but left me very dissatisfied. Now that I've found someone who knows what shes doing I'll keep going back. She's very friendly, experienced and accomodating. SO glad to find her! read more

I have been going to get my haircut at Ulta for 3 years now. Lauren is fantastic! She is so patient with my VERY thick and curly hair and always does an extremely thorough job. I am always 100% satisfied. I also met Grady who helped out and he was just as thorough and patient. Excellent service!!! read more

I came to see Grady as a hair highlight virgin. I was so nervous and didn't want to, as my mom puts it, "ruin my hair" but wanted a change. He did such a great job!! I swear I get compliments on my hair daily :) Grady is so knowledgeable and very thorough in his work. He definitely put me at ease and I loved my hair so much I've continued going to him for trims and more highlights. He's honest about what he truly thinks will look good and isn't going to do anything he's not 100% confident in. I have no complaints about any of the staff I've come into contact with at the Gateway Ulta! read more

For whatever reason, the staff here is incredibly hands off, inattentive, and borderline unapproachable until you get up to the counter. Most of them are perfectly pleasant at the register. Maybe it's because they're at the Arboretum, but these girls are pretty rude and standoffish when you come in the door or are just browsing. read more

I recently had my hair cut and color done by Lexi. I had not worked with her previously. Lexi did an amazing job with the color and cut and I would highly recommend her to someone who is looking for a stylist who knows her business! Additionally, she is friendly and listens well to what I needed!!! read more

I have been to an Ulta, just not that location. For some reason they didn't greet anyone coming in and normally you hear a few ladies (maybe a gentleman) that say "Welcome to Ulta" with cheerfulness but I guess they don't greet there. I did get asked twice if I needed help one was really sweet lady by the smashbox collection and the other, a young lady named Summer. I did notice before Summer assisted me, a few of the co workers were not doing anything but gossiping in between the aisles which was unprofessional. Summer helped me find the perfect shade of foundation and gave me a lot of 'first timer' tips and was overall very nice. I highly recommend if you are dipping your toe in the cosmetic world she will definitely help! read more

I wish I would have read the reviews about the salon experiences BEFORE I made an appointment at this Ulta Salon. I called to make an appointment for a makeover - I wanted to have my hair cut and colored and have make-up applied. I called on Tuesday to schedule an appointment. I told the person on the phone exactly what I wanted to do and she said "no problem." She told me that Dawn had time on Wednesday afternoon to do the cut and color and that she was very good at it. She scheduled my hair appointment for 3:15pm on Wednesday and said she scheduled the make-up application to be done after the cut & color. On Wednesday morning I received a call from somone at the salon asking if I was coming in for color and highlights. I told her I only wanted one color and a cut, no highlights. She said that was good because there was not enough time booked to also do hightlights. I asked if there was any problem and she told me no. I arrived for my 3:15pm apointment at 3:12pm and was told Dawn was still with a client but would be with me shortly. I sat for a while waiting and then was called back by Dawn. When I sat down in the chair, Dawn began to tell me that there was not enough time scheduled to cut, color and highlight my hair. She said I could either have my colored that day and come back the next day for a cut or she could cut my hair that day and I could back the next day for color. I told Dawn I had called to make an appointment and was specific about the service I wanted at booking and that I was also called that morning to confirm the appointment. I also clarified that I wanted cut, color and make-up application, no highlights. I also told her if she could not do it all that day, let's not do anything. She then said she would do the cut & color but was unhappy because the appointment was not enough time for cut & color. I told her that I would rather she not do anything if she didn't have enough time because I knew if she rushed thru it, it would not be a good job. Dawn then told me she had 26 years of experience and she was not not going to mess up my hair. I should have walked out then. I told her I wanted my hair to be a rich brown color. She showed me some color samples and when I said they looked more red, she told me it would be brown once it was all done so I trusted her. She said she would color first then cut. She put color on my hair and after rinsing she left me sitting because she had another appointment. After combing my hair out she first said I needed another application of glaze, then she said she had been too critical on her own work and I didn't need another application of glaze but would apply if I wanted. The color didn't look right to me so I asked to go ahead with the additional glaze. She then asked me what kind of cut I wanted and I told her I wanted something that I didn't have to style everyday; I could style if I wanted but would look okay without styling. She trimmed my bangs and ends of my hair but it wasn't a cut. I wanted a make over, a new cut, not a trim. Several times throughout the evening, Dawn complained about the amount of time booked for my appointment and told me the person who booked it took 4 hours just to do color and it was unfair for her to only book 2 hours for a cut and color. At this point, it is about 6:30pm or 7pm and she has another appointment show up. She leaves me sitting in the chair with wet hair to go start her next appointment. Andrea comes in and applies make up for me while I'm sitting with wet hair (Andrea did a great job). Andrea finished with make up shortly after 8pm; by this time my hair had completely dried on it's own. I asked Dawn about cutting my hair, I told her I wanted it cut, a new style. She told me to look at books and she'd be back. At 8:55pm she asked me to go pay for my services because they closing the registers. I paid and then went to wait for my cut and style. She then told me she had to rinse her other client because she could not mess her hair up. At 9:40pm, 40 minutes after Ulta closed for the night and 7 hours, 30 minutes after my appointment started, Dawn walks back over to ask me what I wanted her to do with my hair. I showed her a couple of cuts that I liked and she seemed frustrated but said well I didn't give you a different cut because you said you didn't want to style your hair everyday and you will have to blow dry with a round brush when you wash your hair with any of these cuts. I told her I already blowdry with a round brush everyday, I just didn't want to have to use a curling iron or flat iron every day. She then quickly cut my and blowed dried it in about 15 minutes. At this point it was 10pm. My hair is NOT a rich brown color, it's RED. I spent over 7 hours there and it cost me $146.00. I will NEVER go back there for salon services. NEVER. read more

I was in the store shopping. This store does a horrible job keeping stock. I used to do the ordering at a Beauty supply and I know it's not difficult to keep product on the shelves. I went over to the salon to make an appointment for a keratin smoothing treatment. There were two women at the front desk and neither of them were able to just schedule an appointment for me with someone so they took down my number and said that someone would get back to me ASAP. I waited two days and never heard from anyone so I ended up calling them (big mistake!). I spoke with Natalie who scheduled me to see Theresa the following week. I wanted a morning appointment, but Natalie told me that Theresa would not be in the salon until 2:30 that day so we scheduled for 2:30. The day of my appointment at 2:15 while I was already on my way there, I got a call from Theresa asking if we can change my appointment time because she was running behind on a service with another client. I thought that was strange because I was told she wouldn't be in the salon until 2:30. So I told her I was already on my way and that I would only be able to wait until 3 because I had to get back home to my baby. She said ok I'll see you at 3. So I checked in at the front desk when I arrived and I was told they would page me when she was ready for me. I was browsing around the store while I waited. A whole hour went by as my patience was wearing thin. Then another 30 minutes and still no word from anyone. At 4pm I finally just walked out. That is so extremely unprofessional! First of all, I was told I couldn't be scheduled any earlier than 2:30 because she wouldn't be in yet, but she was there working on someone else. Then they kept me waiting for all that time and didn't even check in with me to let me know what was going on. I left there so angry and I never got a call for an apology or anything. That is not the only negative experience I have had with Ulta. They are just shotty and I will not be spending another dime there. Sephora is way better than Ulta any day and Ulta must just hire a bunch of rookies at their salon. Horrible! read more

I'm one of those people who doesn't often get time to treat myself to something nice, not to mention actually scraping up the money for it. However, I was grabbing a favorite mascara of mine the other day at this store and I was walking around a little more when the sweetest person walked up to me asking if I needed help finding skin care supplies. I hadn't really even noticed I was in the skin care section, but I figured if someone was asking who might know something about skin, why not? I told her some of my skin care problems that I was struggling with - from the occasional breakout on my chin to fine lines that were starting to appear on my forehead. She knew freaking EVERYTHING!!! She calmly explained what can cause certain breakouts, how to reduce fine lines, and even walked around with me showing me several different products that would help my skin the most without breaking my back trying to get all the money together. I wound up scheduling a 20 minute mini-facial (they're called "microzones") for only $20, and later left absolutely AMAZED that my skin could feel so good in just 20 minutes! WILL DEFINITELY BE COMING BACK FOR THE SKINCARE!!! read more