Michaels — Attraction in Edgewater

I am writing to formally file a complaint regarding my recent experience at your Edgewater, NJ store on River Road.

On my initial visit, I placed and picked up a custom frame order for my office. Upon returning home, I realized that one of the frames I had ordered was missing from the order. This required me to drive back to the store—a significant inconvenience for me as a paying and loyal customer.

When I arrived at the custom framing department, I made eye contact with the associate who had made the original error. Before I could even explain my reason for being there, the store manager, Liliana, abruptly and rudely told me that I needed to wait in line, despite the fact that I did not see anyone clearly being assisted. Instead of taking a moment to listen to why I was there, she cut me off in a hostile tone.

When I asked for her name (she was not wearing a name tag), she gave it but remained dismissive and confrontational. She also stated she was the manager and that there was no one else I could speak to about my concern. I want to be clear that I had no intention of cutting ahead of any other customer. My frustration lies with how rudely I was spoken to and the complete lack of professionalism I encountered.

I have shopped at this Michaels location many times and have always had positive interactions with other employees. This experience was unacceptable, especially coming from a manager who should be setting the standard for customer service.

I respectfully ask that this matter be addressed and that Liliana receive appropriate coaching and training on customer service and professional communication. Customers should not be spoken to in such a dismissive or hostile way, especially when already inconvenienced due to a...

I am beyond saddened by the way the STORE MANAGER STEPHANIE had belittled my wife and I. I asked to price match an item, STEPHANIE had said fine and grabbed my phone from my hands. She had told me the price match on my phone was not real, even after refreshing the web page, and re-searching the item for STEPHANIE. STEPHANIE then took out her phone and told me she's an avid Walmart shopper and told me she will find the true product. Maybe her next job should be at Walmart. STEPHANIE then flashed her phone at me showing me that Walmart's price for the product is $0.50 more and that I should just buy the product now, and not waste her time. The product she was showing was not even the same thing.

I chose not to purchase the items simply due to the fact that I had used the same price match the day before, had no issues, and had not been treated the way I was.

I just got off the phone with customer service and filed a complaint. THE STORE MANAGER STEPHANIE then called me and asked why and what I was complaining about. After telling her why, and how rude she was to me, STEPHANIE then asked me why I was complaining about a product that I didn't even have.

It saddens me to see after the past year, people can still be so cruel and rude. Instead of showing kindness, and being more patient with customers, who are paying for you to work there.

I just got off the phone with corporate, and without even telling them what had happened in the store, they verified the price match, and my order is on the way.

Dear the STORE MANAGER STEPHANIE, I would personal like to thank you for being so unbelievably unprofessional. It really shows the companies true colors of who they are and...

This is the third time I’ve selected curbside pickup and been left sitting in my car for over 30 minutes with no communication. Each time, I’ve had to go inside to ask for my order—completely defeating the purpose of curbside service.

Today was the last straw. When I went inside and explained I’d been waiting half an hour, the two employees didn’t stop what they were doing (cutting string and blowing up balloons) to help. They responded with attitude and told me to “hold on” instead of resolving the issue. Only after I figured out that I could grab it myself and started to leave did one of them passively say “sorry about that,” which just added to my frustration.

At no point did anyone mention I could open the locker myself. If you’re going to offer curbside service, then actually provide it. And if you're too busy with decorations to fulfill orders, turn that option off. I wasn’t the only car waiting.

I’m done with this location. I spent $60 to be annoyed today—never again. Save yourself the hassle and...