Michaels — Local services in Bellingham

I have always had good experiences at Michaels, for years, until recently. I ordered 15 yards of matte tulle fabric, 108" width for store pickup. Picked up, brought home, measured out the fabric, and it was only 6 yards. There was an extra piece of 54" width fabric that was about 9 feet (not yards) long. I suspect the person who cut it (who they said were the manager) mixed up feet and yards and did not check the fabric width on the bolts.

Sent email complaint, store called and asked how to make it right. Asked for the 9 yards I did not get. They said no problem—picked it up and measured again. It was correctly 9 yards, but it was only 54" width, NOT 108" width like originally ordered (so a different item). Called store again, said would bring back the 9 yards of 54" width for partial refund. They agreed. Dropped fabric off, but a week goes by and no refund. Write again regarding case number to Michaels, no response. Filed a dispute with Paypal.

Finally I had to contact via social media (Facebook) to get someone to contact the customer care specialist to contact me. They agreed to partial refund, but made some claim that the manager "did not make other cuts to the fabric" and were having her review the security footage to ensure this was true. This issue was never about making "additional cuts" but about not properly measuring and cutting the fabric properly in the first place, and then cutting the wrong fabric. It is shocking to me that the manager of an arts and craft store, dealing with fabric, can't even measure and cut a bolt of fabric properly. That would be like someone working at an office supply store not understanding paper sizes. And then not issuing a (partial) refund when they said they would. This reflects poorly on Michaels; they should rethink management of this store.

Edited to add: (changed to one star). It has now been 9 business days since they said I would receive my refund in 3-5 business days. It has been weeks since my order and they haven't refunded me the 9 yards of fabric I never received.

Edited Jul 30 to add: The refund is now actually processing. I had to find a different customer service rep, who then sent me to someone higher up who could actually help. They said the invoice for the refund had been opened but not processed and closed out. It seems the customer service reps could have accurately...

This review concerns Michael's use of the carrier service Purolator - it is the WORST in Canada! Over the years I've ordered stuff online and every time a vendor uses Purolator the service is always bad in my area of Sooke, BC - deliveries are never made and I always get a note saying that they tried but I was never home, when in fact I was home all day waiting for them! The latest debacle was when I made a large purchase in November and they tried to send my package to some rural place in Alberta, then said that they could not deliver because of bad weather. After many phone calls with Michael's customer service, they told me that they tried to contact Purolator but did not get a response from them. Michael's eventually gave me a full refund. A few weeks later I ordered something else, momentarily forgetting my last ordeal. Lo and behold, I waited at home all day for my package yesterday, and got an email later to tell I had to go into town to pick up my package. Here's the thing - if they don't deliver to my area, why don't they JUST SAY SO? Instead, they lie and say that they tried to but no one was home or they couldn't make contact. This has been my experience for years every time I order something from a vendor that used them. I will never again order from a vendor that uses Purolator! And that means I will not be ordering...

Don’t get framing done here — such a waste of time. Disorganized store. Terrible service.

I originally came in weeks ago to get some frames and mats cut to size for prints. The guy at the framing desk jotted down the sizes I needed and cut the mats while I waited. Great. Not. The mats were very badly cut and though sized to my frames, the inside cuts were way off. I was told to return them and they’d redo them. At the store the employees were annoyed at ME that a work order wasn’t used. I told them I have no idea what their process is and have no way of knowing. Got a refund for the bad mats and paid a lot more to have them fully framed (rather than just getting the mats), and the process for filling out the work order took nearly an hour. Over a week later I got a call that the mats I ordered are out of stock. I told them to just use whatever is in stock closest to what I chose (white). Finally the next day they called to say the prints were framed and ready for pickup. A couple days later my husband dropped by to get them and turns out they are not done. They were only marked complete in the system. Such a frustrating and drawn out experience. Avoid at all costs. I really wish I had just gone to a local business rather than this disorganized Michael’s. Still waiting to have my...