A recent trip to an Ulta Beauty store for a seemingly simple task – picking out gifts for bridesmaids – took a disheartening turn for Kathryn Sugg, a woman recently engaged and in the midst of wedding planning. What began as a pleasant shopping excursion quickly devolved into an uncomfortable and unsolicited barrage of skincare advice from a store associate, leaving Sugg feeling insecure and upset.
Sugg, who shared her experience on TikTok under the username @kath.elaine, explained that her intention was solely to gather items for bridesmaid gift baskets. She was in the process of selecting potential products when a store associate approached her, offering assistance. After Sugg clarified she was just browsing for gifts, the associate’s demeanor shifted dramatically.
Unsolicited Skincare Critique
According to Sugg, the associate then commented, “Oh, you have a lot of the same things in your bag.” When Sugg explained she was preparing bridesmaid gift bags, the associate pivoted to an unsolicited critique of Sugg’s skin. “She’s like, well, ‘Let’s talk about your skincare routine because your skin is not looking amazing for your wedding,’” Sugg recounted in a video that has since gone viral, amassing over 1.4 million views.
Sugg expressed her shock and disbelief at the associate’s forwardness, especially since she had not initiated any conversation about her skin or skincare needs. “I don’t know why she even thought that’d be OK to say,” Sugg stated, adding, “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.”
Caught off guard and too stunned to immediately dismiss the associate, Sugg found herself being “walked through” various skincare options. The associate continued to point out perceived flaws, stating, “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 admitted she regretted not walking away sooner, feeling blindsided by the interaction.
The Upsell and Emotional Fallout
The situation escalated when the store employee, after her unsolicited assessment, inquired if Sugg wished to purchase any of the recommended products. This aggressive sales tactic, built upon a foundation of criticism, prompted a strong reaction from Sugg. “I was like, ‘[expletive] you. No.’” she responded, clearly distressed.
Sugg described the immediate emotional impact of the encounter: “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.” The experience left her feeling worse than before she entered the store, highlighting the detrimental effect of insensitive customer service.
A Shared Experience: Online Reactions and Professional Opinions
Sugg’s story resonated with many, as numerous other social media users shared similar negative experiences with beauty store employees. Victoria Perciballi, another TikTok creator, reported a comparable encounter at Sephora during the holiday season. Commenters widely observed a concerning trend of store associates using “accidental” insults as a strategy to push sales.
Professionals in the beauty industry also weighed in on the matter. One esthetician commented, “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.” This perspective underscores the lack of formal training and expertise among some retail beauty advisors, emphasizing that their role should not extend to unsolicited medical or aesthetic advice.
Other viewers recognized the problematic sales approach. “Oh my gosh??? trying to make a sale at the expense of your feelings is so weird. you look beautiful & congrats on your engagement,” one user wrote.
Former Ulta employees also offered their insights, revealing internal guidelines that contradict the associate’s behavior. “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,” shared one commenter. This suggests that the associate’s actions may have violated company policy.
Moving Forward: Reporting and Prevention
For individuals who encounter similar unprofessional conduct, reporting the incident to store management is often recommended. “I really hope you email Ulta about this. Include the store and employee,” advised one commenter, suggesting a formal complaint process as a means of addressing and preventing future occurrences.
The incident serves as a stark reminder of the importance of respectful and professional customer service, particularly in industries that deal with personal appearance and self-esteem. Consumers expect to be treated with dignity and respect, and unsolicited criticism, even if intended as a sales tactic, can have a significant negative impact.