When customer service fails the customer.

penguinCustomer service is the one and only important factor in a successful company that thrives on consumers. We are the ones that keep those companies afloat. We place the orders, spend the money and when the customer service is good we continue to place orders and spend money. With that being said, I will never ever purchase from Ulta again. 

Good afternoon. 

My name is Nicole Greggo and I’m having a bit of a problem using your website. A quick google search revealed to me that consumers are often encountered with similar error messages as I have gotten. It reads: “We are experiencing difficulty processing your order. Please try again later or use another payment method.” I’m a bit miffed by this. I’ve never ordered from here and the first impression hasn’t been a pleasant one. I now have five held charges on my debit card. I understand the held charges will be gone in a few days but it’s a major inconvenience. I’ve double-checked and triple-checked my payment options. I’ve tried using two computers and a cell phone to place the order. Are there any other options or am I SOL on using up my points that I’ve earned in one of your stores? I would go to the store itself but the nearest one is a half hour away. I’d appreciate any help you can offer. 
Have a great day, 
 
 
NIcole Greggo 
———————————
Dear Nicole
 
Thank you for your email regarding the difficulty you encountered when you attempted to make a purchase on ulta.com. We’re very sorry you weren’t able to place your order–we know how frustrating that can be!  Typically, when there are issues with the method of payment, they’re resolved by reviewing the information entered and correcting minor errors. Please check the billing address, credit card expiration date, and security code, and make sure the information you entered is identical to the information on record with your credit card provider or financial institution. At this time ULTA.com does not accept international form of payments or orders placed outside the US.
 
We have requested that all pending holds on our end be released as soon as possible.
 
We apologize about any inconveniences this may have caused, please do not hesitate to contact us if you need further assistance. 
 
Sincerely,
 
Ron B.
ULTA Guest Services
——————
Good afternoon! My name is Nicole and I just received in e-mail in response to a problem I was having. The end of the e-mail stated to reach out if I had any more problems.

So, I’m reaching out because my initial problem hasn’t been resolved.
I’m trying to place an order on your website and keep getting an error message telling me the order cannot be processed and to try again at another time. Well, I did that. Still nothing.
The e-mail advised me to check my financial institutions information. I had advised Ulta in the first e-mail that I did already. Still, I got the response to check it.
First world problems. Right? I’m just bummed because I’ve been holding on to my points to purchase something I really wanted and now it seems I’m SOL.
Am I crazy? I wanted to make sure I wasn’t so I did a bit of research. It seems that a lot of your customers experience the same problems.
So, to summarize, I’ve double checked and triple checked my shipping, billing, credit card, CVV and expiration date. I live in Connecticut. I tried placing my order about six times using a desktop, laptop and cell phone. I also tried using two different credit cards. I meet all criteria to place an order and get my standard 2 to 10 day shipping.
Please just me honest with me. If you can’t fix my problem then tell me now.
I appreciate any help you can offer.
Nicole
—————–
Dear Nicole
 
Thank you for your email regarding the difficulty you encountered when you attempted to make a purchase on ulta.com. We’re very sorry you weren’t able to place your order–we know how frustrating that can be!  Typically, when there are issues with the method of payment, they’re resolved by reviewing the information entered and correcting minor errors. Please check the billing address, credit card expiration date, and security code, and make sure the information you entered is identical to the information on record with your credit card provider or financial institution. At this time ULTA.com does not accept international form of payments.
 
We apologize about any inconveniences this may have caused, please do not hesitate to contact us if you need further assistance. 
 
Sincerely,
 
Jolivette W
ULTA Guest Services
——————
Good evening. My name is Nicole and this is my third e-mail in an attempt to somehow get an order processed.

Long story short? I want to place an order. I get the error message “We are experiencing difficulty processing your order. Please try again later or use a different payment method.”
I have tried two cards. I have tried two computers and mobile purchasing.
I’ve done research and this problem happens to many of your customers. A good friend of mine was experiencing the same issue last week.
I live in Connecticut. I understand you do not accept international forms of payments.
In my first e-mail I expressed concern over the held funds in my account. That person put a rush on the process and I saw the funds back on my card. Since then I’ve tried twice more to make my purchase.
Please do not tell me I need to check my billing address, credit card expiration date or security. It’s been checked.
If it isn’t too much trouble, can you please reverse the two purchases I tried to make so the money is no longer with held in my checking account?
I’ve never been the type of person to shop elsewhere but I feel it necessary at this point.
Thank you,
Nicole
—————–
Dear Nicole

 
Thank you for your contacting us regarding your attempts to place an order on ULTA.com. We apologize that you have been unsuccessful, because we use a third party billing system we are unable to provide more information on what is causing the payment error you have received. We recommend that you wait 48 hours and do not attempt to place the order again today as you may continue to receive the same error. Again we apologize for the inconvenience please let us know if you need any further assistance. We look forward to hearing from you, and seeing you in-store or online!
 
Sincerely,
 
Armilia C.
ULTA Guest Services
—————-
This is not customer service. I like to think I’m an intelligent woman. At least average. Do not tell me to check my credit card information again. This is not my problem. This is yours and this needs to be taken care of before you lose anymore customers.
If you do a bit of research online you will find dozens of people who have come across the same exact issue. Most of the time it has to do with the checkout process.
Ulta, I want to like you. I really, really do. Your store is filled with so many amazing items that I want to purchase but I can’t like you with these issues. How can I trust my information with a company that so clearly needs some type of technological assistance?
If anyone else has had issues like these, please feel free to comment so we can rant together.
What am I doing now? Going to NYX.com where the customer service has astounded me.
– Nikki As A Pissed Off Consumer
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27 Comments

Filed under Makeup

27 responses to “When customer service fails the customer.

  1. Pingback: Three Strikes, You're Out [I'm talking to you Ulta!] | No Shannonigans

  2. I am having the same issue with the company. Did they ever fix it. I too have been waiting over a month and still not fixed and still no call from tech support. I’m beyond irritated!

    • Nothing ever got solved! So incredibly frustrating. Its unacceptable. Especially since, obviously, its not just one person having the problem. I went to the store to use my points and won’t be buying from them again. Too much frustration! Ugh. Thanks for commenting. Its nice to know I wasn’t the only one!

  3. Carrie

    I have run into the same problem time and time again. I buy a lot of stuff on Ulta and find that I usually get the error on a sale or highly advertised item. I have never contacted them about it. But, still, it seems pretty obvious that there is an issue that needs to be resolved on their end. This is NOT a case of entering the wrong credit card number or code. Pretty ridiculous.

  4. Carrie

    Today I cannot process an order for a beauty steal that lasts one day – Lipstick Queen X 2 for $29. Anyone else? I know it won’t be resolved today so I won’t be able to get the deal at all since it won’t be available tomorrow.

    • Ulta got me so infuriated that I refuse to order from them any longer. I used my points by going to the store and using them, but that’s it. I hope your problem gets resolved. Try emailing them. Maybe they’ll honor the sale in store? 😦

  5. Angie

    I have the same problem, they are of no help. I requested that they cancel my account. I get the error ” We are experiencing difficulty processing your order. Please try again later or use another payment method.” every time.

  6. I too (and many others) have had this same exact issue. Mine dates back to last summer but I found others complaining online about it way back to 2011. They were having an error in cart/checkout (the have a 3rd party vendor that processes payments) and it was rejecting orders and then locking accounts essentially. I called customer service over and over and over for over 6 months and nothing was ever fixed and I got nowhere. I finally got so mad that I googled for any and all phone numbers for ULTA officers (CEO, CTO, CFO, etc) and I left voicemails for all of them. Guess what, one of them actually called me back and got me to the right team to look into it. They say it is fixed now and I have indeed been able to place 2 successful orders since but I am still watching for the error. HTH.

  7. Ceb638

    it isn’t fixed – I am having this exact problem today

  8. Shars

    I am also having the same error and have been for the past 2 years. I have NEVER been able to use my card on their website. I then had an idea that maybe I could buy a gift card and use that instead. Bought the gift card, tried to use it online and guess what, same freaking problem. Even though you are using a gift card which more than covers your payment, they still want to authorise your card so you still have to enter your debit/credit card information. I have received the same verbatim response and I am now convinced that their CS is run by robots. I have asked to have a refund on my gift card. Let’s see if that will actually happen. I no longer want to shop with them. This is so ridiculous.

    • I’m not sure if it’s comforting that other people are having this problem, or more frustrating that they haven’t fixed the issue! I would love to shop on their website because of their awesome point system, but it’s just too frustrating. The most frustrating part is their horrible customer service. Obviously there is an internal issue that needs to get resolved and no one can fix it. I think this is one of my most popular blog posts yet! Stick with Sephora.. not worth the annoyances!

  9. Rachel R.

    I’ve had the same exact problem for months, and I got the same responses. They’ve lost a lot of money because I don’t live near a B&M store. They don’t seem to care either. I’m a platinum reward member, to boot.

  10. Kat Lynn

    This is so frustrating to see how many people have been affected by this error. I started having issues placing an order around Aug 2015, after I became a platinum member. Every time I contact costumer service I get the same generic response instructing me to check my address and payment method. This experience is absolutely horrendous for any Beauty Product consumer.

    • I wrote this over a year ago and people still comment on it! It’s so frustrating. The loophole is to order through PayPal, but honestly why do we have to find a loophole to order something? Fix whatever is wrong! Ugh.

  11. Antonia

    Same processing error for over a year. Tried having different people with different addresses and credit cards place the order, gift cards, nothing works, their customer service is horrible, you can’t place orders over the phone! They need a new third party verification system because it seems hundreds if not thousands of people have this exact same problem! I was platinum and spent thousands a year there, not anymore. Maybe if we ALL complain to the BBB they will fix it!?

    • I apologize for not responding to this comment!

      I’m not sure what will fix it! Truth be told, The last few purchases I’ve made there I’ve done through PayPal and it worked swimmingly. Maybe try doing that? I know it’s totally not the point though. Clearly there are so many other people who are having these issues and some people do not use PayPal. They shouldn’t have to go above and beyond to make a simple purchase.

      Ugh!

  12. Fisher

    Now the paypal is not working for me anymore neither. Called Ulta customer service and the lady was rude. Sorry we can not help you on this issue? WTF.

    Any other suggestion to place an order on Ulta.com?

    Regards

    • A friend of mine said she had the same problem so she tried placing orders on her phone and iPad and they seemed to work for her. I’m not sure why, but it did. I think since I posted this I’ve bought from them twice online and both times it went through for me. It’s just so ridiculous that obviously they have a problem with all the people who report issues and they refuse to take care of it! Horrible customer service!

    • Anne

      Somewhere it’s buried in their policy/terms and conditions that Big Brother Ulta tracks everything about you when you shop with them! That means your address, credit card, email, and your IP address. So if you can manage to change all of those, you can get around their block.

  13. Danielle

    I don’t know if this helps anyone, but, I’ve had the same thing happen to me. I think this is a problem with cookies, which might explain why it’s been so hard for Ulta to diagnose and fix (most logs don’t keep a record of the customer’s every cookie.) That’s not to excuse the terrible formula customer service that the author got, just offering a potential resolution.

    If you use Chrome or Firefox, you can start an incognito or private browsing session. When you do this, none of your old cookies are retained in that browser window. So you can go back to Ulta.com, log in, and check out without a hitch. This has worked for me a few times now. It also explains why some people were able to do this with the app or on their mobile browser. I would suggest clearing your browser’s cookies, but it’s always a pain to log back into other sites, so this is a good workaround.

  14. Selena

    This problem has still not been fixed and it has been 2 years since you posted! i was searching online to find out if anyone else had the same problem that i have been having for a week. I was ordering online because they dont carry the items in store and there was a promotion. The customer service rep was not helpful at all. Cannot believe this business has lasted for so long inspite of such issues!

    • Ugh. I’m so sorry to hear you’re having the same problems I was. It was seriously frustrating. This year I decided to try purchasing from them again and I have not run across the same problem as I did before. I have no idea what changed. Same computer, same credit cards, same account. I hope your problem eventually gets solved!

  15. Dani

    I have been having this problem for over 2 1/2 years now. Of course there’s finally an item I want that it an Ulta exclusive and I’m pretty much out of luck on it. I even had a friend try to order it for me and now her account it blocked.

    • I’m not sure what changed for me, but after staying away for a while and then trying to purchase something again – it finally worked and it’s worked ever since. It literally makes no sense. Everything is exactly the same as it was. I’m not exactly technologically savvy, so I’m not sure what the exact reason is for this issue, but the customer service I received based on it is still the worst I’ve ever experienced. I hope your issue clears up soon and you get the exclusive item you want 😦

  16. EMM

    I’m currently going through the same process. I’ve called almost everyday for the last 3 weeks and no one seem to have an answer for me, reading this post is like deja vu of my conversations with Ulta. I shop at Ulta regularly so its frustrating to have issues that their “customer service” cannot solve. I also have over 300 in rewards that I am unable to spend because my account suddenly will not process. I’ll remain hopeful to get resolution even though everyone on this post hasn’t had any luck.

    • I’m sorry you’re going through the same problem! I can’t believe people to this day are still having these issues. It seems my problem has stopped (at least the last couple of times I ordered from them). I wish I had some answers for you, but there doesn’t seem to be one! Very frustrating!

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