Ulta Beauty, Cincinnati OH

I come here often because I live close and they have everything I need but customer service is so hit or miss… employees are either nice and very helpful or rude and lifeless honestly. Customer service should always be a top priority:)

I went to this store to return an item- which I have never done in the past. I often shop at Ulta and always have wonderful experiences. Anyway - I get to the counter and an associate is being trained by another associate and they are both very rude and unwelcoming. I ask for a store credit card and they both ignore me. They process the return, and barely acknowledge me, and then they say ‘ it’s back on your Visa card’. The card I used for this transaction was a visa gift card (specifically for Ulta and other stores). When I purchased the item- the cashier asked if I wanted her to throw my card away as it wouldn’t be used In the future and I said sure. So back to present day, they hand me the receipt and I’m like ‘ where is my gift card ‘ and they are like no it just goes back on your visa that you no longer have because it’s a gift card. They call up the manager who tells me multiple times there is nothing she can do. She does apologize- but just tells me to call visa. After 2 hours on the phone with visa- they tell me there is nothing they can do. So now I’m out the item I returned, 35 dollars, and 2-3 hours of my life. I then contact ULTA, and they respond to me and say the store manager will be reaching out. After 3 days I ask when I will hear from the store manager, and they don't respond. I will not shop here again and I urge others not to as well.

This is my favorite Ulta location. I am always welcomed when I walk in and the staff is very helpful and friendly. I am making a shift towards natural products. Emma was an absolute dream and deserves a big shout out!

I would give 0 stars if I could. One of my best friends was recently racially profiled at this location. It's a shame because I've been shopping at this location for years, but after his terrible experience the other day I will NEVER walk into the Rookwood Ulta ever again!

Love this ulta location! Highly recommend Emma at the brow bar. Isla was very helpful in helping me find the perfect products.

Very Discriminatory Staff! No diversity amongst this company. Disrespectful, abuse of power & deceiving. The GM N & ASM D are very unprofessional. The whole management staff is rude & causes confusion amongst the store. Threatening behavior & anger issues are not traits for Mgt! Dating associates are not good traits either. The unprofessionalism that was displayed in meetings were sad. Speaking of “Drugs/Coke” in the break room was disheartening. So many people got sick behind the PotLuck for holidays & many tested positive for COVID. It’s one of the nastiest stores I’ve experienced in the beauty realm. I wish the company could be more aware and really know who’s running these stores.

Ridiculous! Went to counter to check out, ladie asked what's my phone #, I said I prefer not to give out my #, then the attitude started calling to other customers for there # to put my points on? It was so awkward, I left my purchase on the counter and left.

Always feel uncomfortable at this location. Workers pretty much stalk you makes you not even want to shop and one lady got on me for smelling dry shampoo.left right after that.

I am literally clueless about makeup. I went in on a Friday evening and Emma helped me find exactly what I needed. She has an incredible knowledge of the products and was able to offer me a few options for each thing I needed, with no pressure to purchase anything I didn't need or want. Highly recommend seeking her out at this store if you need help! Two thumbs up for this very sweet and professional lady.

I love this store. Typically I am in here once a week at least. I probably spend thousands within the year here. Actually, I know I do, because I am a diamond member with rewards program. Lol. Most of the employees are super helpful and if I need help finding something they never hesitate to do their best to find it.
The only reason I am giving them three stars is because today I had the worst experience I have ever had with the store. When I went up front to ask the girl there for help, she acted like I was a total inconvenience for interrupting her conversation with the male cashier. My bad, I didn't realize she was being paid for social time. But no big deal, a manager came by 10 minutes later and found the pallette for me.
Later, I asked the cashier named Alejandro for help finding a colour pop palette. He just pointed me in the direction of the isle and went on talking. Only problem is he had just watched me scour the same isle and it wasn't there. The app online said it was in stock, but it was no where on the shelf. Then when I went to cash out he asked if I found everything. That must be just a greeting because when I said I hadn't found the pallette, he just went on ringing up my items. While still carrying on with the female worker. When I told him my number to get my rewards points, he acted like he put it in. But after I left I noticed that I had a guest receipt. So I got to spend half an hour on the phone with customer service to get my points added to my account.
Like I said, usually my time spent at this store is a pleasure. But if Alejandro is an example of how customers are going to be treated, I'll start spending my money in Kenwood.

All the ladies were super helpful. Its a little overwhelming when you are looking for something specific. They took great care of me. Ty

I went in on 8/3 for an eyebrow wax and tint at the Benefit Brow Bar. I’ve only used this particular Ulta location a few times. My nearest Ulta currently doesn’t have the position filled for the Benefit Brow Bar. So I went to Rookwood. They got me in right away. The girl, Andrea who helped make my appointment was super sweet and helpful. And I met her once in person at the store too and she was even sweeter and nicer in person. Emma did my eyebrows and she was also such a sweetheart. There was another lady working at checkout but unfortunately I didn’t catch her name. She was also very nice. I have been shopping in Ulta literally at least 20 years. And I have visited locations all of the country and the greater Cincinnati and Northern KY area. I must say the staff at this particular location was just amazing. The store was also well organized and clean. I can’t say enough great things about this particular Ulta location. I’ve been having some really hard times in my personal life recently. And just the kindness of good customer service at this Ulta brightened up my day. Thank you!

Forced me to give out full name, zip, birth date, email, and phone number just to buy something. They should not be allowed to force you to give out personal info to purchase no returns.

As soon as I walked through the doors I was greeted someone asked me if they could help but I was headed to the bathroom when I came out another worker asked me if I needed help her name is Jamie she was very helpful and friendly I would go back there any day of the week love this place hands down

I always love going to this Ulta because the people are sooo nice and helpful! The place is also clean and organized, which is a bonus And they pretty much always have what I'm looking for, but when they don't I'm usually able to find it on their website

The girls greeting, behind the counter, and the woman working in prestige were all absolutely amazing.i sincerely hope these people are only getting the utmost respect from all of their customers because they heightened my experience beyond what is expected from customer service, and were just so nice and personable I wanted to hang out with them all day.thank you to these lovely ladies for making a routine shopping experience so nice.