Michaels — Attraction in Knightdale

Until today, the Michael's in Knightdale was my go-to store if I was in need of specialty craft items.I generally like this store better partly due to the customer service. However, after today I'll go elsewhere!

So I had a return of a few items I brought during this COVID-19 crisis. I made a purchase a few days before this location temporarily close and another purchase at another Michael's that had opened 3 weeks earlier. As soon as I get to the door, an associate tells me that they weren't currently taking returns. I asked how long would this be effective? She says she didn't know but that my return would be honored. For whatever reason, this didn't sit well with me. I then went to Michael's corporate site site that said that returns would be taken once the store reopens. So I called the store and questioned the associate as to where could I find this information as it wasn't on the corporate site. She proceeds to say that the no returns policy was given by the Governor. I told her that other businesses were taking returns that even on the Michael's Corp. site that returns would resume when the store opens. She replied that she didn't know, but that the Governor wasn't allowing returns at this store until further notice. So just to make a point, I called the store on Capital Blvd....AND BEHOLD they were taking returns without any restrictions.I returned all the items without any issues at the Capital Store.

Moral of the story...Michelle (at least that was the name she gave me) is GREAT at not providing Customer Service and not telling a good lie. Maybe she missed a team training and other information upon returning to work but please get get it together before providing misinformation to customers. I...

I recently sent my aunt into the store from an online to store pickup for my nephew. I provide screenshots of the order confirmation and items for a smooth pickup, as I'm out of state. I also place the pickup with her name,phone number and email address. Upon arrival to the store, she waited in line for the pickup. The order did not have all 3 items in the bag, although online it had them fully in stock,AND the store confirmed all 3 items and said ready to pickup.

My aunt immediately told the cashier (Mary Beth) an item was missing. She disregarded her and said she would call someone to check. My aunt waited there over 10 minutes and had to follow up with Mary Beth If someone was bringing the item. MaryBeth then asked her did she go check the self for the item, and someone was checking and return to ringing out other customers.

Shawna (the manager) did make it to the front and was immediately helpful and nice. She apologized for the wait, and the horrible customer service and explain someone must have incorrectly picked the order. She also had 2 other associates looking for the missing item. Unfortunately the item was actually not in stock. She (Shawna) personally walked my nephew and aunt to the sketchpad and helped him pick a replacement.

Although the manager on duty fixed the issue, too many things went wrong for simple online store pickup. Marybeth being the major issue.

I understand online databases are not always accurate, especially during high shopping seasons, but the store confirmed all 3 items and charged my form of payment for all 3. Marybeth should not be the face of customer service in high peak times. Definitely will not use the service again. Not...

I called my local Michaels store in Knightdale NC to verify if an item was in stock or not. After supplying the item name Cricut Explore and the item number 10307855, I was placed on hold. No big deal. However, I had to repeat this information again for the next associate who picked up the phone while on hold. No big deal. Then I had to repeat the information a 3rd time when a third associate picked up the phone on hold. I was told "yes, we have it in stock." YAHOO!!! I drove to the store, picked up a few other needed things, and went to the cash register to ask for the Cricut and to pay. They had pulled a cartridge not the actual machine that I requested. The Sales Associate went to get the machine only to come back with the explanation that they didn't have any in stock. WHAT??? I just called 30 minutes earlier to confirm that the item was there. Terribly disappointed! Horrible customer service! She did offer to call another Michaels store but I declined. After all what would be the point? Ludicrous! ...