Michaels — Local services in Lady Lake

Went to the villages Florida location on 12/7/21 attempted to check out at around 5:30pm, ran my bank card for a small purchase. The charge went through and was approved. The cashier would not hand the bag over and instead said her register had just gone down. I pulled out my phone and looked up the purchase on my bank of america app. It showed the purchase pending, thus the charge had gone through on my banks end. She ignored me and called another lady over. They continued to ignore me while they played with their register. All the while my toddler was steadily getting more and more upset. Finally a manager was called out, he proceeded to check their system and say the charge had not really gone through. I again showed them proof that it had. They again proceed to ignore me. The manager informed me that he would have to void out the charge that he claimed he could not find. Having not been born yesterday this seemed like a wild feat to me so I declined to have my card run again since a double charge was not something I wanted to deal with. The entire time standing there they withheld the purchased items from me even when I requested to be able to take them and leave with my upset child. I then opted to leave without said items to avoid any issues. I dragged my now very upset child out of the store. The next morning, 12/8/21, I checked my bank account, sure enough the charge had gone through and was there. So, I have been charged for items I was not allowed to take home, my child is still upset she had to leave something at the store she was told she could have. I call the store, the manager who was there the night before answers, tells me that, once again, on their end it was voided. I again asked how they were able to void a purchase they claim they have no record of. I again am not given an answer. Eventually I am told that I can come back to the store and he will "give me the merchandise" the same merchandise I paid for the night before and they refused to give me. How kind. The entire situation was handled poorly, I don't expect for everything to run exactly how I want it to in life, what I do expect is to be allowed to take items out of a store that I have purchased. So here we are, Michaels and their manager have stolen from me. Petit theft is a misdemeanor in Florida...

I gave this location four stars only because they never have things that I go there specifically for in stock. Their sales are never as good as Hobby lobby but Mary one of the people that work there is super nice and very helpful. The store is very clean and that’s a good thing, but it doesn’t seem very inviting, but that’s a planogram and staging issue on their part. I only buy one thing from there because of stock issues, and forget about getting any machines because all they have is the same heat press in cricket machines that have been sitting there behind the checkout area for over a year. They need to carry things like the new glow Forge Spark, aura or x-tool. The rhinestone collection is lacking in a variety of colors (I order direct from the manufacturer because I’m a business) and when I need a few stones in a pinch and they don’t have the size and color, it’s very disappointing. It’s a great store if you are doing other crafts, they just never have what I need. Thanks, Mary for a wonderful checkout...

Very unhelpful staff and poor customer service, including management. Took money from my daughter's account for a purchase then had problems on their end. My daughter pulled up her bank app and showed them that the sale did in fact go through and the money was taken from her account, the manager still refused to give her the purchase which was a small trinket for my young granddaughter. My granddaughter left the store crying. I would understand a large purchase , but my daughter was a regular customer at this store. The sale did in fact go through and the funds have not yet been put back into her account for the purchase they didn't receive. This snafu needs to be corrected immediately. We will be making any further purchases online. This store has lost our business, at least, until they solve these issues....