Michaels — Local services in Maple Grove

I went to the Maple Grove Michael’s location today and wanted to use my 40% off regular priced coupon. While trying to open it up on the app, it wouldn’t work and so I tried doing the same on the site too and the same thing happened. I happened to find an associate and as I walked up to her, I politely asked “excuse me, can you help me with something please?” She was a older woman with a short pixie like cut hair and she just looks at me as if I’ve disturbed her somehow, doesn’t even speak and just holds her hand up as if to tell me to stay as far away from her as possible. I was a bit confused because I was already quite far from her and she didn’t have a mask on to indicate that maybe she was sick or anything. I brushed it off and just asked about the coupon. She just looks at me and says “maybe you used it already that’s why it’s not showing up.” I told her politely that I hadn’t and someone else in the store was having this issue too. She looked irritated and didn’t seem like she wanted to help but she ended up going to find a manager or someone higher than her and they ended up printing a sheet with a code on it. She comes back out with multiple sheets and I thank her but she states “ can’t give you this sheet and someone will have to ring you up because people are taking advantage of this discount.” After she said this, I was starting to get annoyed because even after all the issues that I told her about, it seemed as if she was accusing me of taking advantage of this coupon. But I brushed it off and told her that I had one more thing to look for first and so she states that I can just go to the register and ask for the associate there to help me when I was done. So I went back to look for something and on my way to the register, the customer in front of me had the same issue with the coupon too. There was only one register with an associate opened and they had some issues with putting the code in. This caused the line to get backed up quite a bit and the associate who helped me earlier came up to the register, got angry that there was a long line and shouted “you guys know that there’s self checkout too right?!” As a customer was trying to tell her that they were waiting in line because their coupon wasn’t working too she just walks off as if no one was talking to her and doesn’t even bother to help the other associate. All I can say is she was nothing but rude. I wanted to ask for her name but reframed from it because she probably would have caused more issues. But Michael’s, please teach your employees that if they’re on the clock and it’s their job to help customers out when needed then maybe they should do their...

Absolute worst customer service Ive experienced. I try to have patience with companies and be understanding but after them not following through on two promises (to have my order ready and when Ill recieve my refund) and horrible customer service throughout it all, I have completely lost all patience for Michaels. I placed an order onlike the other day to do a craft night. Online it said if I order it by 3 it is guaranteed that your order will be ready for pickup before the store closes at 6. I called in at 5 since I still hadn't recieved a confirmation email that my order was ready and they said there was 14 orders ahead of mine and its possible itll be pushed out to the next day. I told them I only ordered it because it was guaranteed online I could recieve it that day and they said they were really busy so there isnt anything they can do. I asked to be refunded if they couldnt fulfill my order and they said I need to call in to do that. I called back at 5:45 to see if it was ready and they said it was ready but they hadnt sent out the email that it was ready (how was I supposed to know?) So I asked if they could wait 15 minutes after they close at 6pm to so I can come pick it up since I live a half hour away. They said no and I would have to get it in the morning. I called the number I was told to call to get a refund and it told me I need to go online. I went online and waited about 10 minutes in chat then got kicked off the chat after the system timed out. I went on again and waited about 45 minutes to speak with someone and they told me they would have my refund processed within 3-5 business days. After 5 business days I still hadnt recieved a refund so I went to the chat again and they submitted a case since no one was available to help and said I can check the case email to see the process. They never sent a case email so after another day or 2 I went online to the chat again and I am currently waiting with over 100 people a head of me. Absolutely the worst customer service experience Ive had. Michael's is great for crafts but based on the service Ive had and the minimal help I wont be shopping here again. I reccomend Hobby Lobby (or even Target / Walmart they have the same types of products normally...

To Michaels Management,

I recently had an experience in your photo frame department that left me questioning the level of customer service your store is willing to stand behind.

First, to the Caucasian woman working there with the junkyard dog personality: your patronizing attitude was both unprofessional and unnecessary. When a customer asks for a service you provide, it is not your role to discourage the sale by focusing on cost. Your job is to sell the product and represent the company, not make assumptions based on stereotypes. Money doesn’t spend itself, and when you assume, you only make yourself look foolish.

Second, to the African-American associate: avoiding eye contact with a waiting customer and failing to ask one of the two employees in the back room for help shows a lack of basic training. Good customer service starts with engagement, not indifference. If this is the level of initiative you expect from your staff, then perhaps Walmart would be a better fit, since they also seem to accept employees who lack those essential skills.

And let me add this: experience in a department does not excuse cantankerous or condescending behavior. Success isn’t always something you can see. Maybe your employees are used to dealing with “paycheck-rich” customers, but real wealth is quiet, not loud or bombastic. And when an employee can’t even spell a customer’s name correctly, it speaks volumes about their lack of attention to detail. I’ve kept my words simple here, just in case Hooked on Phonics is needed to keep up.

Overall, I have to thank Michaels for hiring individuals who clearly don’t understand what customer service means. Whoever is responsible for staffing your counters should be ashamed that this is the impression being left on customers. To put it bluntly, it’s nothing short of poppycock.

I strongly recommend that management take immediate action—whether that means retraining your staff, reviewing how employees are screened and hired, or personally addressing this issue with me as a customer. At the very least, acknowledge that this type of service is unacceptable and that changes will be...