Michaels — Attraction in Town of Cheektowaga

Visited this location on 9/3/24. My 1 star rating started when I was greeted by the cash-out employee named Ray. Ray's demeanor was very deceiving. Upon first meeting, he appeared as helpful but that turned into condescending, argumentative and just plain rude. I have never been treated so poorly in any establishment, especially not this store. Ray asked me if I was using cash or card. I answered, "card". He directed me to the self check out. After scanning my items, I proceeded to insert my CREDIT card. I was prompted to put my pin number in, which I do not use on my credit card, so I pushed the enter button which did nothing. I pushed the cancel button, again, nothing. Ray told me that I had to use my pin. I explained to him I do not know, I never use it, and the credit option usually let's you bypass. It was at this point that Ray became argumentative and condescending. I told him that I was not using my pin, so he'd have to cash me out at the register(so I can use my credit card without the pin). While he canceled my transaction at the self checkout, he proceeded to "yap" in my ear about every card having a pin, and I need to use it because the system doesn't allow for it to be bypassed. He went to the register, scanned my items and when I attempted to use my credit card, once again, it prompted me to use my pin. Ray proceeded to argue about using the pin again, and I explained that I did not want to use the card as debit with a pin, rather credit, like every other place of business allows. He then snapped at me and stated that I said I was using cash. I disagreed, and told him that I never said I wanted to use cash. He said, "I disagree, you said then you'll have to cash me out on the register". I told him, "yes, to use my CREDIT CARD". I asked Ray when did Michaels employees become so argumentative. Ray treated me so poorly and spoke to me in such a manner, I actually had other customers approach me outside to express their disgust and displeasure with how he treated me. Not sure if I'll ever visit that location again. Good luck if you...

Today I encountered several experiences that left me feeling unwelcome and frustrated. While I understand the goal of doing more with less, I worry that technology is sometimes used in ways that reduce—not improve—customer service. After hearing multiple announcements that self-checkout was available, I approached the counter for help. As an older shopper, I prefer assistance over self-checkout and as usual the clerk offered me the self checkout option. To the associates credit he did say he could ring up my items but he was busy trying to stock his shelf. In that moment I felt more like an interruption than a valued customer. In retail, customers should be the purpose of our work, not interruptions. I’d appreciate improvements that better balance technology with personal service, such as more staff availability to assist customers who prefer help, training that emphasizes maintaining a personal, respectful customer experience even when technology is involved.

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The male associate at the register was pretty rude to several of the customers, arguing with someone as I was walking in and busy with something else behind the counter, so told everyone to use self checkout. He didn't specify that you could only use a specific register with cash snd just stood there until we asked.He argued with me about it and i just ignored it at this point. A poor older woman in line needed help as well and he just told her to use the self checkout. I truly understand if your busy in the store but, if you're in Customer Service and having a bad day, maybe skip being behind the register for a while. I see several other customers complaining about this individual too so, it sounds like there's an ongoing issue with...