Michaels — Local services in Coral Springs

Wish I could leave negative 5 stars.

This location is a customer service disaster. Putting aside that it's the rare treat when they actually DO have what I'm looking for in stock, this last episode takes the cake.

My sister-in-law made a simple online purchase for pick-up at this location - 2 packs of heart tins for party favors for an upcoming event. Paid for them online and got the message it'd be available shortly. Then got a notice it was ready. She'd put in my name and number because I work close by and could easily pick it up, or so I thought.

Arrived at the store. No record of the purchase, and nothing in the "online pick up" bins. Checked with the cashier and provided the order number. Nothing. Can't help me. So I left.

The next morning I got a text notification that the item was ready for pick-up. I wasn't near the store so I didn't go right away. I wasn't going to be able to make it that day. So after ANOTHER text notification, I went to pick it up.

One cashier. One customer in front of me that had some kind of complication that required that sole cashier to stare blankly into space and not make eye contact. When it was my turn I was, of course, told to go check the pick-up shelves ("I already did"). "Did you check the other bin?" (there was another out of obvious eyeshot of the door, that was entirely empty). I said this to her, but she had already started to help the next customer.

I asked her to please call someone else to the front, as this was my second trip to the store with the same results. Someone came, asked my last name, which I gave. I also said that I had the order number in the text, which I also gave. But "Do I have the email confirmation?" (this would have gone to my sister-in-law at the time of purchase, so no). No record of the order on their end. "Are you sure it was this store?" "Yes, we went through this the other day." So she asked for the item description and offered to see if they had it in stock. "Then I'll bring it up and you can pay for it here."

Hard stop. It was already paid for, which I explained. She explained that that's not possible, that they only charge when the item gets picked up (not sure how that happens; the to-go bins are right there at the front door, bagged and ready to fly). A few back and forth exchanges and she said she'd go "check the bank account." (???).

Then a man who I assume was the manager came out and explained the same thing again. Would NOT budge on the payment issue, even when I called said sister-in-law and she sent a screenshot of the payment. "Well, probably a glitch on your cardholder's end. There's nothing we can do on this end; the online department is totally separate. We tried to help you but you refused."

No sir. I asked you to check with the online sales system (assuming a manager from a store could do that. I overestimated). YOU refused.

So the item remains in limbo.

UPDATE: Before pressing POST for this review, I paused and there was a message from my sister-in-law. She definitely ordered for pickup from the Coral Springs store. The confirmation said so. BUT, I guess because her address is technically Boca, something defaulted to the other store, but she was NOT notified until she chased down the details through the customer service line of custody (S. Florida operator in Asia back to S. Florida). So - while Coral Springs staff were anything but helpful and pretty rude and uncaring, it wasn't all...

I’ll start off by saying management and employees are usually friendly and helpful. I wouldn’t have left a review based on the thing .I wouldn’t have left a review based on the thing I’m about to address first but still I’m not happy about it. I made a purchase for nearly $500 last week and was told if I applied for the Michaels credit card that I would get an additional 20% off plus a lot of points towards my credit account. The system wasn’t working properly and they weren’t able to let me apply. The manager was very nice and told me to come back the next day and that she would re-ring everything and try again. I came back the following day and the system was still not working so I ended up losing out on $80 plus the rewards points. She gave me a $10 store coupon to make up for it and again was very polite but the fact that the store system was down and that’s what I ended up costing me the money. That is my issue here. Then today when I came in to make a small purchase, I was just turned off by the fact that no one was in line and they still encourage you to use the self check out. I’m sure this is a new Michael’s policy and not the cashiers fault but that policy sucks. It takes away from personal interaction and I know that I will be going to all of the other art supply stores first from now on based on these experiences. When I go to Blick in Fort Lauderdale, people are happy to help huge same thing at Jerry’s Artarama. I’ve never had any issues with coupons or ridiculous store policies at hobby lobby either. I was going to purchase some more canvas today, but I can’t really justify paying that much more when I should’ve kept the discount. This is unfortunate for you guys because I spend a lot of money on art supplies and this is the closest art supply store to my house but the multiple failures on the companies and not even the employees in but the companies and has completely turned me off...

This review covers Michaels Custom Framing (MCF) online and in-store.

I had MCF Online print a Mondrian poster from a very hi-res JPEG and frame it in a simple black frame. They shipped it to me, and it looked great. The piece was about 3' by 2.5'. It didn't come with picture wire on the back for hanging but a bracket system I wasn't familiar with. I read the instructions for hanging it with the brackets but it seemed unsuitable for the concrete wall I was going to hang it on. So, I ran picture wire between the two brackets on the back of the frame and hung it up.

The brackets immediately started pulling together and the bottom of the frame began to separate, so I took it down immediately. I emailed back and forth a bit with MCF customer service about this, and they suggested I try taking it to my local Michael's store to see if they could help.

Unfortunately, at the store, they couldn't even look my order up on their computer system because MCF Online has a separate system. The store said they could help, but would have to charge me.

I was now unhappy. I called MCF customer service and explained the situation. The rep understood, said Michaels would make it right. He would contact my store manager and the store would contact me. Sure enough, the store called me to say to bring the piece back in.

This time at the store, the framing guys said they'd be able to re-frame it at no charge. I said I would pay the difference for a heavier frame that could be hung using picture wire, and they said that's exactly what they were going to do, and at no charge to me at all.

The picture was ready in about a week and came out great. It's hanging on my wall with picture wire with no problem at all.

So Michaels really did make everything right in the end, and I commend them...