I just had THE WORST experience with Diane at the Ulta Salon tonight with my two children. I am not one to bad mouth or write a horrible review but since this happened to my 13 year old I felt compelled as a mother.
We went in around 5:30 for both my 11 and 13 year old to get trims. The minute Diane took our information in the computer I knew it was going to be a problem. She was cracking random jokes trying to be silly with the kids. She asked my youngest what her name was and had a sigh of releif because her name wasn't spelled with extra letters in it like some of the name out there today. How rude!!! She was complaining about the computer software and seemed annoyed. It was funny for all about 2 minutes, then I started to get concerned that this whack job would cut their hair. She said the kids were the last cuts of her day. Her jokes were just uncalled for.
She took my oldest back to the chair to look at her hair. She took it out of her top knot and let her hair down. THE MINUTE my daughter let her hair down- started the condescending almost insulting comments. Now my daughter are biracial and my 13 year old has long curly course hair. Dianes facial expressions and remarks were shaming. She asked when the last time her cut was and what she wanted to do. She asked if she wore it down or in THAT bun on her head all the time.
My oldest wanted long layers but wanted to keep it long. She wears it down and curled to school. Diane offered to do a "Diva Cut". For me I am not familiar to the hair stylist lingo so I asked, what's that?. SHE TOLD ME TO LOOK IT UP ON MY PHONE. I think I was stunned and she definitely seen my reaction, she said, oh no, I'm not trying to be rude but I can't really explain it to you. YOU CANT EXPLAIN IT TO ME??? How is this supposed to make the client feel comforted. I was worried. We went back and forth with what my daughter wanted and I felt unsettled even still. She took her over to the sink to wash and came back to the chair.
She sits down and throws the towel at the mirror and says, I'm pissed right now! I look at my daughters brand new Nike sweatshirt and there is RED HAIR DYE ALL OVER THE BACK AND ON HER NECK. I said what is that? She said, my coworker did a color and didn't clean the sink! I was about to LOSE IT.
I ask to speak to the manager- She said I am the salon manager-( JUST MY LUCK!!!) I said okay, Where is YOUR manager. She said my general manager Jessica is here.
I wait 5 minutes for Jessica. During that time, Diane is saying things like, This is a free haircut, There is a stain remover you can buy at Target, etc. The
audacity!
Jessica come over and from the look on her face, this may have not been the first time something like this has happened. She DOESN'T EVEN HAVE THE PROPER COMPASSION. Just turns away, walking towards the office saying, I'll be right back I need to make sure I handle this properly with all the facts. For a minute I thought by the general manager coming over that I would feel better about things but no.
She comes back out and says, I will print you out an in store claim and corporate will handle it. I said, Handle it? What does that mean. She said whether to dry clean or not.
She barely even walked over to look at my child's damaged shirt! I took pictures and told my daughter to get up and we are leaving. Sadly there will be no hair cut today.
Diane snarled and said, you know I'm a good hair stylist right? As she is brushing my daughters soaking wet hair. I said I am sure you are but this didn't start the way it should have.
She then said you know I felt attacked by you. WHATTT? I said, I am sorry you felt that way but you are ultra unprofessional and had NO EXPLANATION to the type of cut for my daughter, do you expect me to agree with whatever you are saying then have something go wrong and my child hate her hair cut? I am making the call and we are leaving.
It's not even about the stained sweatshirt. That's material things. It's about the way we felt and the lack of professionalism. We felt very uncomfortable. I shop there regularly and spend a lot of money on makeup and products for my family. We should have had a easy going conversation about it. It just seemed like it was the end of her day and was too big of job to deal with. Who knows?!
I expect corporate to follow up with me and handle proper compensation. They just lost two hair cut sales today. I will not be shopping at the Everett location anymore.
My girls thanked me in the car after we left and were proud of the way I handled it. Never stoop to the level of ignorant people. I really feel like she thought my daughters texture of her hair was repulsive and an annoyance to her. She clearly didn't know what to do with it clearly. She didn't make my daughter feel comfortable, beautiful or confident. I am always going to be an advocate for my child. Speak up when things don't feel right. I am glad I did. read more