Michaels — Local services in Katy

I was confused on where to pick up my mobile order, I was told by the cashier Jeanette/Jean Ann(e) (that was her name or something similar, I can’t quite remember) that they were in the cabinets next to the register. I went to the cabinets and they were all unlocked so I assumed that customers were allowed to go in them and grab their order. I start looking for my order in the cabinets when the cashier loudly asked what I was doing in the cabinets. I told her I was looking for my order.

She proceeds to treat me as if I’m a small stupid child and loudly tells me to go to the mobile pickup area. She shows me where it’s at. Then asks me in a high pitched “nice customer service voice” manner that was obviously sarcasm what the first letter of my last name was. I told her my last name and then she says “no what is the FIRST LETTER of your last name” and then points it out to me in an obvious manner where it’s at like I’m stupid.

I literally had to walk out of there so fast because I felt my blood boiling inside of me because of how snarky the cashier was. I was extremely embarrassed by how I was treated. Customer service was absolutely horrible. I don’t want to go back to this location ever again because if I do and I see her I will tell her what’s on my mind about her customer service.

Michael’s, do some better training for your employees. And PLEASE FOR THE LOVE OF GOD train them to give instructions better. I wish I had taken a picture of her name tag so I would know her name exactly and report it...

Horrible system of grab and go your order, I literally drove 30 minutes from my house to the store after having received a confirmation message that my order was ready to pick up, and to my surprise when I arrived at the store, after searching without finding my order, I ask the manager for assistance, and she just says sorry, your order was taken away. She processed the cancellation saying there was nothing to do. After a few minutes I received a cancellation email saying that it seems that I changed my mind and cancelled the purchase, that it will take 3-5 business days for them to return my money. I told the manager that I didn't cancel the order, that I was there to pick it up, I asked her if there was a way to process my refund faster because I need my order or money to go buy it somewhere else and they didn't care, the cashier grimaced and said there is nothing that can be done. Michaels took my money immediately, but it will take up to 5 days to return it to me? after all it is their mistake to have this system next to the exit door and without any type of supervision. What a STUPID system and what a lack of empathy and common sense to solve a problem. I called Customer Service by phone and after waiting 28 minutes, no one answered. I don't have my purchase, which was a gift for my daughter, and neither do I have the money because it will take 3-5 business days to return my money. They should change that...

My online order was ready for pick up and was there to pick up my order. And grab and go self service rack was situated exactly behind the cashier counter and I was looking for my order. Was I wrong in any way? Do not think so. What happened next was an unfortunate example of bad customer service. The cashier at the counter rudely addresses me to step away as if I was walking all over her. Then I was in line. But I was thinking what kind of behavior is this? Is it my fault that your pick up racks are behind cashier counter. Surprisingly as per my observance as I was waiting in line, she didn’t have any problem with other people who were there looking for their order but looks like she picked up on me for her own reasons. On top of that while picking up order, she was pretty rude. I was like I spend thousands of dollars at Michael’s and I don’t deserve this kind of treatment. She was treating me like I have no clue on what I was doing but I guess she needs to understand the meaning of ‘ grab and go self service’ and ‘ customer service basics ’. I chose to discuss this to store manager right then and all she said was it happened by mistake and she will make cashier aware about it with no apology whatsoever. This incident is making me rethink, do I really need to keep going to this store or find other alternatives. I wish I had taken a picture of her name tag so I would know her name exactly and report it...