OMG!!! I am totally in love with Ulta right now. They have amazing customer service.
Last week, I was rather upset when I received my Ulta package. I ordered a Stila “In the Moment” eyeshadow pallete and a Just Cavalli perfume which arrived in pristine condition. However, the problem was with the samples that I received.
As a wannabe makeup guru , I love samples-especially of the skincare and makeup variety. And while I recognize that samples are free and should not warrant complaints, I was very surprised that all of the included makeup samples (a Maybelline Fresh Dream BB Cream, a L’Oreal Magic Skin Beautifier BB Cream, and a Benefit’s Hello Flawless pressed powder) were the polar opposite of my actual skin tone. Tragically, all of the samples I received were for an ivory girl and I am clearly I’m mocha hued. Surely, in the 21st century, beauty companies should profile their customers and act accordingly. Yet, this was not the case and this incident was a sad reminder that I am African American consumer in an industry that predominately caters to Caucasian beauty.
Had this happened in the past, I would have just chalked the misfortune up to chance. Normally, I would have thrown the samples out or would have found a good home for the products with someone they would better suit. However, I spend an awful lot of money on makeup and beauty products and it’s just not fair to have to suck it up time after time when something like this happens. So I decided to do something different–I decided to call Ulta’s customer service. I figured, what’s the worst that could happen? At best, I could ask for more appropriate samples and maybe receive them. At worst, one of my favorite beauty companies might upset me by being inconsiderate or apathetic to my needs as an African American woman. All I prayed was that one of my favorite companies would be kind with my request. Honestly, I didn’t truly think Ulta would send me new samples. I just hoped they would listen to my feedback and take that into consideration in the future.
Surprisingly, Ulta’s customer service was awesome. They listened to my explanation of the problem and promised to send me new samples. Although they could not promise to send the exact same samples in my shade, they were willing to send me new samples that I could actually use. And guess what? They followed through and mailed me new samples that I totally love. Although I didn’t receive BB cream and pressed powder samples, I did receive skin care samples that I could use. I received three great items: a Philosophy Miracle Worker moisturizer, a Palmer’s Cocoa Butter Skin Therapy Oil, and best of all—a Benefit Porefessional primer sample.
I guess it really is true “You have not because you ask not.” So lesson learned. Yay Ulta!!!!