Michaels — Local services in Katy

Very bad experience after 10 years of purchasing from them. We purchased a high ticket item which had a squished silverfish and residue on the item itself. They don’t want to take it back, telling us we have to contact manufacturer for returns or exchange which is NOT mentioned in any return or exchange policy for Michaels. I asked Viviana for manager and she claimed to be the manager when her badge says team member. She goes inside and called someone, telling us her supervisor told her she can’t do anything. She kept telling us she can’t do anything about it. Keeping us outside the store not even letting us inside the store. We called before we even went to the store to verify they had more in stock of the same item for an exchange but they did not honor their OWN policy of returns. Very disappointed and will no longer support...

Horrible experience. Cashier was too busy talking to employee next to her about Pokémon cards than paying attention to ringing us up. We were charged for 18 items but only got 17. When we went back to get this resolved we spent the next 30 minutes debating with them on how to give us our money back for the extra item we were charged. Ultimately like I had said 30 minutes before they returned everything and then rang up the correct amount. Then we wanted to use the $10 reward that my daughter had but they wouldn’t/couldn’t do that because it had been used on the purchase we just returned. This was not our fault! So she lost $10 which she had to spend $200 to get! We are still trying to get that back. No real apology from Alina, Carter, and complete attitude...

Entrusted this business to replace glass in frames holding Remington prints. When picking items up, I discovered tears and wrinkles in both pictures. These items were family heirlooms that have been passed down multiple generations and are now destroyed. No one bothered to call me about the issues with the prints. They simply hoped I would not notice. No manager on site was present to attend to my issue and was told that I would need to leave my items and come back to see a manager. These people are completely unprofessional and unreliable. Michaels used to be reputable. Not any longer. Of course, they collected repair fees in advance. I am extremely upset with this. Warning to all, do not bring semi-valuable items...