What we can say is that, at this time, the answer seems to depend on which employee (either in store or on the phone) you happen to speak with when trying to return your items. If you'd like to link to this post, that's fine.Īs a result of this interaction with Ulta's customer service team, we cannot definitively say what Ulta's official policy on GWP returns is, or if one exists anymore. Since these are just emails and not official policy statements, please do not repost these screenshots outside this community. I am including screenshots of the emails we received (with all names/timestamps/identifying information redacted) on Imgur. Since this is an issue impacting multiple people, this isn't information I can really provide, so I have to leave things there. I emailed back to request anything in writing that I could share here or link to, but the response I received only requested more information about who I had spoken to previously and what stores were denying returns. The email I received confirmed that GWPs do not need to be returned. She did not receive any response, but I did. The representative she spoke with stated that GWPs do not need to be returned, as Ulta cannot resell them or give them away.īoth u/Kindapuffy and I emailed the staff of the CEO based on a suggestion from this community. U/Kindapuffy emailed customer service to verify this information, and was told the opposite. She stated that exchanges were still fine as long as the criteria to earn the GWP was still met (so for example, if you bought the wrong foundation shade, you could still swap it out without losing your free gift). The representative I spoke with checked with her manager, and was told that customers do have to return GWP items if they return the items they paid for. In our interactions with customer service, here's what we found:Įarlier this week, I placed a call to customer service to ask what the official policy is. The current language states only that "All returns must be accompanied by all original components." This can be viewed online here. Ulta's return policy online used to include the following language: "You may keep the free gift with purchase that you received as a part of your order." However, this policy has been updated, and no longer addresses GWP items at all. This isn't the first time we've seen this problem pop up lately, so the mod team decided to do a little digging. Recently, a member of our community reported that an in-store return was denied because the GWP was not included. Hopefully, everyone does the right thing and puts the new lesson it into practice.So if you're a regular in our daily chat posts, you may be aware that there has been some question lately regarding returning products to Ulta when a gift with purchase (GWP) is involved. Levine’s video has already accumulated over three million views. I understand some people have to return things, but if it’s not necessary, then I don’t believe they should return it,” she continued They should reconsider before returning items they purchased. “I wanted people to realize that when they return things, it’s not always put back on the shelf. Ulta cares a lot about their customers and wants to do their best to keep them safe.” “If someone sells product out of the trash, it opens up the chance of someone getting sick or an infection and possibly suing Ulta,” Levine explained to Buzzfeed. What’s more, Levine says the practice is done to avoid having dumpster divers try to sell products they find in the trash online. Particularly in this time of the coronavirus pandemic. As Levine points out in another TikTok, damaging out is done in the name of avoiding cross-contamination.
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