Michaels Headquarters — Local services in Irving

Went to Michael To purchase a small Christmas In San Leandro The tree that we wish to purchase did not have an item number on it and they did not have one and stock the young lady did call your Union City store to check to see if they had won they said no without even looking Video said no on the phone without even checking or stock which is totally absurd.. I then called your Fremont store and ask them if they had won the lady that tried to help is did not speak English at all and Unable to communicate she asked us to spell what we wanted which we did still no answer she asked if we could call back in an hour for what reason I have no idea another gal finally came on the phone and asked us what we were looking for again we told her and again they said cold and will check after 5 minutes of waiting on the phone she came back and said yes we have one in stock and I said OK is it the same Price as the one in San Leandro Per price is $49.95 San Leandro was $34.95 so I asked the question why her response was I guess they don't know what they're doing OMG really. It seems to me the only one who wears to try to help was the lady in San Leandro the other 2 stores didn't give a dam about the customer which means now I don't give a dam about Michael's I cannot believe the way these employees are treating their customers at all... Whatever happened to customer loyalty.. All I'm doing is trying to buy a small Christmas tree from my granddaughter who will be in the hospital over the Christmas holidays I wanted to make her life a little more enjoyable and then I have to put up with stupidity from your employees.... These kids got to remember you're not the only party in town is what other stores that would love to have...

Really shocked at the vast difference in experience between the store front and online; Michael’s online is the WORST. After 3 attempts to checkout online, with a $2,500 purchase, we are giving up on Michael’s. The first transaction was declined with no apparent reason. After reaching out to Customer Service, we received a long generic email that looked more like a FAQ more than anything else. We found out after some digging on the internet, no thanks to customer service, that to purchase online, you will need to set up a PayPal, add your card, and pay that way. Nowhere on the website is this spelled out. We made a second attempt with PayPal and still the transaction was denied! The third attempt a brand new card was used with PayPal and it was declined yet again with no reason! We now have 3 pending charges of $2,500 and cannot attempt the purchase again. We will have to wait for a pending charge to drop before another attempt can be made. Several of the items we were hoping to purchase are limited quantity, some of which are no longer available as we had to wait for the first pending charge to drop to retry the purchase. In addition, Items we added to our cart showed that they were 100% available and ready to ship, however, when checking out, items were removed from our cart. We went back online and found some of the items removed only for the item to still show it is available to be shipped. Customer Service made ZERO effort to help us out. We contacted our bank to see if the problem was with the card and it is not. We love our local Michael’s so this was a huge let down. We will not be remaking the purchase with Michael’s as we found another retailer for the items we want who are happy to...

I have been a customer of Michael's for a long time, but after my most recent online order experience, I'll have to be pretty desperate to go back.

For the first order, they sent me the wrong item. After speaking to customer service, they sent me a return mailing label and promised to send the correct item once they received the incorrect item (they received the incorrect item yesterday, so we'll see how long it takes to ship the correct item).

That order shipped in multiple packages, so I was checking on the status of all of them when I found that 3 items had invalid tracking numbers, according to UPS. I contacted customer service again. They confirmed that one item was still on its way but the other two were missing. They agreed to have a new shipment containing the missing items sent out. I received an email today stating that the replacement order had been cancelled, but the email only showed one of the items that were meant to be replaced. I contacted support a 3rd time for this order to confirm that I would be refunded for both items. They said I would be and I asked if I could get an email or documentation that correctly showed that both items were cancelled so I could confirm I would be refunded. They just said, "rest assured, you will be refunded". You can't generate any proof that both items were cancelled? On top of this, my original order has disappeared from my online account, so I'm glad I saved all the original emails. *update: after being told that both items were cancelled, one shipped today...what terrible customer service.

Their online ordering system and tracking is a messy, incoherent jumble and they don't...