Michaels — Local services in Danvers

I brought in a cross stitch piece I’d designed and stitched for my niece’s wedding to be framed. I asked specifically if they framed needlework, and was assured that they did, all the time, and spent quite a while with the assistant, finding a frame, deciding on glass, etc. I then paid extra to have it expedited so it could be shipped to the wedding in time.

Went to pick it up today, and they’d butchered it. They cut the fabric much too close to the stitched design - barely 3/8” on one side (every side had a different amount of space left) - and way too small for the frame, which they first said was hanging on the wall and then claimed they hadn’t seen and didn’t know where it was. I’d also asked at the very beginning if it would be padded, a necessity for needlework pieces, and was told it would be. It wasn’t. It was stuck down to adhesive foam core, as hard as plywood and about the worst possible thing they could have done to it. It was totally ruined - couldn’t be salvaged and will have to be redone.

They did refund me the entire amount and comped me new fabric and the one color thread I wouldn’t have enough of, but it’s too little, too late. Whoever cut that piece should NOT be working in framing. (No one admitted to it, BTW. All I heard was, “I didn’t do it!”) It was beyond incompetent.

Update: I got a call today from the manager of the framing department, admitting that she was the one who ruined the piece. Her excuse was that the warehouse sent the wrong size glass. But instead of checking the original order, which had the correct size, or realizing just by looking that something was wrong and double checking, she just plopped the glass on top of the fabric, drew around it with a Sharpie marker, then cut it. There are so many things in this scenario that are absolutely wrong when framing needlework that it’s mind-blowing from the manager of a professional framing business.

Oh - she had already ordered a matte, even though I’d been adamant that I didn’t want one, in hopes that she could “fix” it. I take that to mean that she was going to try to cover up her mistake and hope I wouldn’t notice.

I strongly recommend that anyone considering bringing in a needlework piece for framing reconsider and take it somewhere else. They don’t know what...

I just a little disappointed in the customer satisfaction of this particular Michaels. I placed an online order and did not realize the canvas I ordered was one in each pack. I’m not originally from Boston and back home they come 5 in a pack 2 in a pack etc etc. Which makes acquiring more than one easier. I went and grabbed another off the floor and asked if I could have it price matched instead and the cashier told me no because it’s the online price and the manager going to tell me the same thing. I had just grabbed my order , that was just laying against the wall unpackaged next to other unpackaged orders, no5 too long prior so I figured since not much time has elapsed it shouldn’t be complicated. I asked again if I could speak to a manager because I had it priced match before to save the hassle of placing an online order and having to leave and come back. The cashier called for Jessica and rather than me explaining to Jessica the situation she begins to explain it and you could here that she was frustrated in which I’m not confrontational but to keep telling I can’t speak to a manager isn’t offering customer service. Jessica comes around the corner, she appears annoyed and she tells me no that I have to order online. I ask well since I’m currently in the store could I order it and it be “fulfilled” since I’m currently holding it in my hand versus going home to come back later. She told me no, that I would have to wait my turn. I decided just to not get it and even put it back on the floor for them , simply because of the lack of meeting the consumer needs. To just refuse to help is very disheartening and disappointing. Especially being an out of town consumer you would think that there would be just a little more “care”. I didn’t ask for much but for a price match in which I know it is capable of happening because I’ve seen it done in Jacksonville. There was a lack of duty to help for this particular store. However, there was one guy who was very friendly compared to everyone else and I appreciated...

Although I've had good luck in the past with the framing department (with one prior exception) the last time I went, the price seemed exorbitant - significantly higher than I had ever paid before and I've had about a dozen pictures framed. I ended out leaving without getting the work done. On impulse, I went to a different Michael's. I didn't give them the estimate I had been given - I just asked for pricing for framing the embroidery picture. I asked for the same (or very similar in the same price range) frame and the exact same instructions. The price for the framing was $100.00 CHEAPER than I got from the Danvers store. That's a significant difference for getting the same work done with the same company in stores that are only a few miles away from each other - and equal distance from me.

It also now makes me wonder how many times I've overpaid for framing at the Danvers store (I did have a prior incident where I was given upgrades I didn't ask for and charged for them. When I went back to complain, I was told that it was company procedure to upgrade automatically and that it was my responsibility to let them know if I wanted the standard materials that are the ones advertised. I'd never heard of such a thing, and it certainly sounds both unethical and illegal. I did get reimbursed for the charges, but I had to fight for it).

Needless to say, I no longer shop in the Danvers store and I suggest that people be very, very leery about the framing department.

I was hoping that corporate would address this issue (along with another I'm having, but although I did receive confirmation that they got my email, I never received any other feedback about either issue.

I...