Michaels — Local services in Manassas

!!AVOID THIS MICHAEL'S LOCATION!! I have been a Michael's shopper since 1980. I have shopped in stores coast-to-coast. I am a Rewards member. I have spent thousands of dollars at various Michael's locations. Normally, I give Michael's stores 5 Star reviews. Not today. Today, instead of visiting my usual Michael's, I visited the store on Sudley Manor in Manassas, VA. I went into my Michael's account, but it did not reflect my Bonus and rewards voucher that I received in an email. The email was a reward of $15.00. I also had a $5 Bonus. Knowing how these work as I have received many from Michael's over the years, I knew that the $15 Reward included the $5. However, when I punched the $15 Reward voucher, it wouldnt open. It should have opened and reflected a $10 and $5 voucher to be used. I was only able to access the $5!! I then asked to speak with a manager. The young man who arrived was extremely condescending while we tried to access it. He told me that Michael's was always updating their system. That was his only explanation. I told him I understood the frustration as I actually used to install computers and software. I told him Michael's updating their system was not my issue as the vouchers were good until 08/03 and the coupon said it was updated on 07/19. He said that "it's not my problem either" and thst he "didnt have time for this." Not sure what "this" was as I was very courteous. He offered no way to honor these rewards. Having bern a manager in various fields as well as a top-tier customer service manager, I can honestly say that were this my store, this young man would not be a Manager. He was rude, condescending, and offered no assistance. I would not recommend this Michael's location. This is unfortunate as, I have never encountered such rudeness at...

The lines move as quickly as they can and the staff is patient, kind and friendly....

For the most part.

My mother and I had just gotten to the car after shopping at Michael's when we realized we didnt have the keys. After looking around the car, mom decided to go back and look inside. I wasn't there, so I can't quote verbatim, but when my mother went back to the register to ask about the keys, the associate just sort of shut her down. Like the moment mom opened her mouth to ask about the keys she cut her off, saying "Oh, i would know if someone turned in keys!"

Everyone else was super nice and helpful, but when in a panic, the last thing anyone wants to hear is a flippant, dismissive statement about how someone would just "know" whether or not something was done. She could've at least double checked or asked around for a couple minutes. She could have at least pretended to care. I dont know the name of this associate, only that she was slim, short, and blonde, but she needs a few lessons in basic human empathy.

Everyone else was great! When i went in and asked, wouldnt you know it, the keys were right there in the drawer of register 1! Major panic attack averted, and all they needed to do was check. Thank you guys so much...

The store is fairly well stocked considering all the places that are short on supplies due to COVID-19. The store was neat and appeared to be clean. There weren't many customers which may be due to the Phase 1 so there weren't any social distancing issues. However, that made me think to look around and, so far, it is the only retail location that I have been to that does not have any signage about social distancing nor do they have the floor markings. Not that it is necessary. It is the individual's responsibility...it was just interesting since most places have it. The cashier was friendly. But the plexiglass barrier they have and the length of the hand scanner became a bit of an issue. I bought two fairly large frames which could not be go through the bottom of the plexiglass and the cashier struggled to get enough length on the scanner to turn it to scan the frames. Honestly, it may be better just for the customer to hold up each item and place it in a bag themselves while the cashier uses the hand scanner to scan all items. They are doing the best they can in the new normal. At least the cashier was friendly and we found what we were...