Michaels — Attraction in Glendale

Today around 300pm, I went to go pick up very specific sized frames that I couldn't find at a closer michaels. When I ordered it, I never once received a message about my order not being complete. I drove over 9 miles, from east los angeles, to Glendale to pick up frames I was told were ready. On my receipt you can see that my order was complete and there was absolutely no mention of my order not being complete. At Walmart they even provide substitutions and alert you when they are out of stock. Gas is very expensive and at an all time high right now. I did not appreciate being told my order was fulfilled when it was missing the very items I was driving out of my way for. I have michaels that are closer but these specific frames were the ones I needed 8.5 x 11 which isnt even an odd sized frame. Once I get to the cashier to pick up my order (after waiting 15-20 minutes in line). Then I had to wait another 15-20 minutes for my order to be brought to me. When finally one of the cashiers realized the other cashier has my order. We were standing there waiting when it was ready. Even the cashier who was initially helping us looked distressed because the amount of customers they were backed up with (there were only 3 cashiers during peak season??). Once they finally realize where the frames are, and (I'm frustrated after waiting a half hour for a Pick up order) I said, wait that's not all my frames. In which, rudely, the male cashier with the thick eyebrows tells me oh yeah we don't have them in stock anymore, and walks away from me. I then ask, is there any sort of compensation because the only reason I came to the michaels in Glendale (wasting gas I can't afford), was to pick up the very frames they said they didn't have. In which, in an exasperated voice, he tells me, well they refunded you. At this point, appalled by the atrocious customer service and lack of care, I told them I would be filing a complaint and walked out. I needed these frames today and I should have received an alert or phone call as I would have canceled the rest of the order and gladly gone to a different Michaels. Why is your system so faulty and why don't you have a seperate area for pick up? I might as well just shop there because if I have to wait in line it already defeats the purpose. I'll be speaking to corporate as well because I couldn't believe how much time and resources I spent today just trying to pick up some frames. Why didn't they at least try to find a solution for me? A substitution like Walmart? Even a coupon would have helped me not feel so burned. I'll never go back to this Michael's and honestly if there isn't a response I won't be shopping at michaels at all...

Poor Management and Terrible Customer Service – Michael’s Glendale, CA

If you’re thinking of buying a sewing machine at Michael’s Glendale, save yourself the headache. I’ve had two awful experiences here within a month—and both highlight how poor management and customer service have become.

I bought a sewing machine for my elderly mother, a lifelong seamstress. The “sewing section” is just a sad wall of product cards—no displays, no demos, no real help. You grab a ticket and bring it to the register, but a ticket doesn’t mean it’s in stock. Behind the self-checkout counter sat a pile of random, damaged boxes. The kind cashier confirmed our chosen model was out of stock, so we settled for a smaller Singer machine and took it home.

It turned out to be too small and toy-like, so we returned (with receipt in hand) to exchange for a larger, more expensive model. That’s when I met “Manager” Nagila, who curtly told me that Michael’s “does not allow sewing machine returns if you simply don’t like it.” She called it store policy but couldn’t explain why. Whether that’s true or not, her attitude was cold and dismissive.

After I explained we just wanted to upgrade to a better model—not a refund—she finally agreed to process the return, warning me she’d “allow it this one time but not again.” The tone was rude and unprofessional.

Fast-forward 18 days, and the new sewing machine completely fails—error codes C4 and E6 (bobbin and motor issues). We went back, again with receipt in hand. Nagila immediately refused to help, wouldn’t even look at the broken machine, and told us to “just go somewhere else.” She then processed a refund and said we were no longer allowed to buy sewing machines there.

When I asked for her name, she mumbled it under her mask and snapped, “I don’t have to give you my name!” before walking away.

One of the regular staff quietly apologized and agreed the manager’s behavior was out of line.

Michael’s Corporate: This is the type of management destroying your brand. Glendale’s store deserves better leadership—and so do...

I get it. No one works to work these days. Every business you go into looks sad and there’s barely anyone working. I hate the late stage capitalism too. This failed all of us but I as someone who empathized with working for a corporation, needed to find a roller paint brush. I looked everywhere and I couldn’t find it. After making 4 full lapse of the store, I finally found someone with the employee vest. She had long reddish brown hair. When I asked if she knows where that might be she just told me they should all be where the paint brushes are. When I told her I couldn’t find them she said that means they ran out of it and I should try another Michael’s. I worded it a little different one more time thinking she would come help me find the roller brush but she didn’t. She said they no longer have what I’m looking for without checking anything. So I reluctantly went back to the same exact aisles I’ve been browsing. I walked down every aisle for almost 30 minutes and finally found them mixed in with random paints not the brushes….. I would’ve saved an hour of shopping if she just came with me to help me look. She left a really bad taste in my mouth but what did I expect walking into a Michael’s in Glendale on a Sunday. Definitely going to a local art...