Ulta Beauty Theft of Services Burleson Texas

Friday, April 30th at 2:30 PM I visited store #179 to for a hair color appointment with a stylist who had been recommended to me. I told her I wanted a balayage as I had my engagement picture photo shoot scheduled that Sunday, May 2nd.  The stylist intimated that would not be a problem.  She began foiling my hair with the bleach product.

At 5:40, as she had finished placing foils in, I asked her how much longer we were going to be. She said another 3 to 4 hours.  I had to pick up my 4-year-old son at 6:30 PM which I told her.  She told me to go pick him up and then come back for her to finish.  I told her that would have him miss dinner and bedtime and asked her for other options.  She stated she could "tone my hair" so that it didn't look "crazy" and that she could fix it for me on Sunday morning prior to my engagement pictures photo shoot.  I agreed that this would be the best option and paid her $200 for her services plus a $40 tip for her services that date.    

When I left the salon, I was under the impression she would fix this Sunday morning, May 2nd, as she told me. On Saturday, May 1st, another associate called me to verify my appointment for Sunday morning. I confirmed and asked what the price would be. I explained I had already paid for the balayage but that my hair had not been yet cut. She placed me on a brief hold and then quoted me $210. At this point I contacted the stylist via her hair Instagram page.  I explained to her that I had already paid for the service and that I felt it was unfair for her to charge me a second time when the first was not completed. I even offered to pay for product but explained that I didn't feel that I should have to pay for the entire service again. She explained to me that I could not expect her to "work for free".  She then offered me a 20% discount. At this point, I canceled this appointment with her because I did not feel it was right for her to charge me full price again.

I would have NEVER left my original appointment on April 30th OR I would have come back with my son, if she had told me that I'd have to pay for the ENTIRE SERVICE again on Sunday. Since this incident I have contacted the Salon and Store Manager and received no response.  I have also emailed Guest Services and have included that correspondence here for your review.  I contacted Guest Services via email on May 2nd  and they told me that Store Operations team would be reaching out to me. I never heard from them. I contacted Guest Services again via email on May 4th and they explained that this was being investigated and thanked me for my patience.

After not hearing anything on May 9th, I contacted Guest Services again via email and they explained due to high call volumes that it might take some time. I just spoke with another Guest Services Representative yesterday, who's name I could not understand. She explained that all she could do was email the managers once again and put a note in there to please contact me as soon as possible. I explained to her that this has been done numerous times and with no response.  

The Manager finally called me back yesterday AFTER I had told Guest Services that I was going to Corporate and to the BBB over this. She started our conversation by saying "I had to get the stylists side of the story first". She never once apologized for the situation or for it taking so long to get back to me. Never said sorry for my bad experience. She was extremely rude and condescending. She then placed all of the blame back on me and then refused to refund me.   I spent that entire weekend crying. My engagement photos were something that I had looked forward to since I was a child. Thankfully I was able to get my hair fixed by another professional. I will never return to this store.