Michaels — Local services in Houston

I love Michaels, I just strongly discourage you from shopping at this location.

For context, in the past 3 weeks, we’ve had flu, COVID, and strep in my household. I have a 3 year old son who has been cooped up in the house. I’m running out of things to do with him, so today we decided we were going to put up the Christmas tree.

3 years ago, I bought ribbon at Michaels that I use on my tree. I loved it. However, it’s bent out of shape at this point; it’s time for new ribbon. I go online and Michaels’ website states that orders placed before 5:00 pm will be ready in two hours. I thought great! It was 9:30 am. We had a doctor’s appointment at 10:30. We’d go to our appointment, pick up our groceries, and pick up our ribbon. At 12:30, we’re done with our other errands, and I still had not received a notification from Michaels that our order was ready. I call the store, explain the situation, that I have my sick son in the car and would really appreciate it if we could come pick it up and not have to get back in the car…because my 3 yr old had a major meltdown getting in the car the first time. I was told no, that it was first come, first served and there were a few orders ahead of me.

At this point, I’m sitting in front of the store. I go in and explain the situation again, and point out that it’s been over 3 hours at this point and we’re sick and standing right here. I even offer to go pick out the ribbon myself. I’m told the only way to fulfill the order in that moment is to cancel it online and buy it again. To be clear, that means to be charged twice for the almost $40 order and wait the 3-5 business days (it’s Friday) to be refunded. I’m a single mom and teacher. At that point, I told them to go ahead and cancel the order and I’d buy the ribbon elsewhere.

I called customer service. They said the best they could do is send me a coupon for free shipping that would probably arrive in my junk mail in 1-2 days.

I’m very...

Would give 5 out of 5, if MOD had tried to help their team members out. I had a great customer service experience but could have been better if management had leant an ear or a helping hand. I went in on Oct 3, I saw the display at the front of the store for the personalized carved pumpkins. (Just the display-no form or instructions other than ask a team member.) I asked a team member and they had no clue. They asked on the walkie- apparently no one knew about how to do this. MOD- didn't answer. Angelina from the framing dept said that she had seen/heard about the pumpkins but hadn't been trained. We bonded over having the same name... She saw that I was excited for the pumpkin- she told me that if I would bear with her she would try but that again she hadn't been properly trained. We muddled through it and she was able to make an order, but I guess we missed the contact/shipping info- it didn't dawn on me that I may need to leave contact info to know when my product arrived until I was leaving. Angelina, was now on a register as they were having an afternoon rush. I asked anyway- she didn't know the answer other than to tell me to just call and asked periodically to see if it had arrived. I asked another team member on the floor- who asked on the walkie- again MOD was speechless. I let it be and decided to call today- the person who answered the phone was great- she transferred me to the Manager- The manager only heard that when I was in on the 3rd I wanted to order a carved pumpkin and with out letting me finish my sentence or hearing what happened that day transferred my call to the framing dept. Fortunately, Angelina picked up the phone and listened and knew exactly who I was. She asked me to verify the name and pumpkin carving and told me it was ready for pick up. She apologized for all the hiccups and told me that she had since been trained. She was so sweet and helpful. Our pumpkin came...

Literally witness someone impatient, who could not wait in line, placed some cash and change on the countertop, and left with an item. This all happened RIGHT IN FRONT OF A STORE CLERK...WHO DID NOTHING! I literally could have walked out with a basket full of items, and she still would have made eye contact with me, and not done a damn thing. She’s literally the worst. I’ve encountered this specific clerk before and she literally takes TEN YEARS TO GET A CUSTOMER IN AND OUT. I get so frustrated with her.

I once checked out with her and I thought there was an issue with what she rung up... the manager was across from her helping out another clerk. So I assumed she was waiting for the clerk to come help us... I LITERALLY STOOD THERE FOR 5 MINS WAITING AROUND WHILE SHE JUST STARED AT ME... I came to realized She was waiting for me this WHOLE ENTIRE TIME... DO YOU NOT HAVE A VOICE? SPEAK UP! YOU NEVER EVEN TOLD ME MY TOTAL SO HOW WAS I SUPPOSE TO KNOW YOU WERE WAITING FOR ME...

I was pretty attentive and it wasn’t like I was out of it... I kept looking around thinking the manager was about to come. But she just nonchalantly didn’t care that we were both holding up the line. I swear I cannot deal with this girl. Beware of the girl with massively long hair working there.

Today I was yet again waiting in line because of her holding up the customer, as well as witnessing her not doing a damn thing when a customer left the store without being rung up. Luckily I dodged a bullet when the manager opened a register up... someone needs to better...