‘I don’t know why she even thought that would be OK to say’: Bride-to-be goes shopping at Ulta. Then an associate humbles her with unsolicited advice
A recently engaged woman went into an Ulta store and received unsolicited skincare advice she did not ask for.
It started when Kathryn Sugg, @kath.elaine, went into an Ulta to get gifts for her bridesmaids. Then she was borderline harassed by a store associate, who continued to try to upsell products to her even though she was looking for completely different ones.
“ And like, I don’t know. I don’t know why she even thought that’d be OK to say. Like, I know my skin isn’t amazing right now and I’m really stressed out as it is with planning a wedding and everything,” Sugg said in a video that has garnered 1.4 million views.
Sugg’s trip to Ulta goes incredibly badly
Sugg, who got engaged on Oct. 12, wanted to pick up a few items to create some bridesmaid gift baskets. She had every intention of asking a few women in her life to be her bridesmaids soon.
But she ran into a complication while picking up some items at Ulta. A store associate walked up to her and asked if she needed any help. Sugg said she was just looking around for right now while picking out some items for her bags.
“ And then she’s like, ‘Oh, you have a lot of the same things in your bag.’ And I was like, yeah, ‘I’m getting my bridesmaid bags ready.’ She’s like, well, ‘Let’s talk about your skincare routine because your skin is not looking amazing for your wedding.’”
This flabbergasted Sugg, who felt it was not an OK comment for a store associate to make toward her, especially when she said absolutely nothing about skincare prior. At first, she was too stunned to say anything, so the store employee “walked her through” options.
The issues continue in-store
At first, she was too stunned to say anything, so the store employee “walked her through” options.
“ And she like starts taking me through how to make my skin better and everything… She’s like, ‘you have a lot of dark circles and on your right side it’s all uneven and it’s breaking out,’” Sugg told her viewers. ”And I don’t know why I even stayed there with her like I should have walked away, but I just think I was caught… off guard.”
Eventually, the store employee asked whether or not Sugg wanted to buy any of the products she selected.
“ I was like, ‘[expletive] you. No.’ So, I’m just upset right now, and I was in such a good mood. I just feel really insecure and ugly, and my skin is bad. So now I’m probably going to break out even more because I’m stressed out,” Sugg said.
@kath.elaine Be better @Ulta Beauty #ultabeauty #acne #skincare #fyp #foryou ♬ original sound – xavier
Other commenters share their experiences with rude store employees
Many other commenters have had recent issues with Ulta and other beauty product stores.
Victoria Perciballi, another TikTok content creator, recently faced a similar situation while shopping in Sephora for the holidays. Many commenters also noticed a recent trend of employees “accidentally” insulting customers to get additional sales.
Professionals weighed in on the matter, adding their takes. “As an esthetician… frankly those girls at those stores have SUCH little experience with skin and know very little about how to recommend a skincare routine. They are not in treatment rooms and should not be speaking to ANYONE that way. Your skin is beautiful and you will look perfect on your big day,” wrote one commenter.
Other viewers noticed the employee’s sales strategy, saying, “Oh my gosh??? trying to make a sale at the expense of your feelings is so weird. you look beautiful & congrats on your engagement.”
Previous Ulta employees chimed in, adding, “As a former Ulta employee, we were told to NEVER assume what people might be shopping for until they bring up what they may want or need for their skin/makeup/hair. How disrespectful of her. You’re beautiful and I’m so sorry that happened to you! Sending love.”
For many women, the best thing they can do is report these incidents to store management. “I really hope you email Ulta about this. Include the store and employee,” one commenter said.
The Mary Sue has reached out to Ulta and Sugg for comment.
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