Michaels — Local services in Redlands

Once upon a time I couldn't leave Michael's without spending at least fifty dollars. Not so with curbside. I set out to buy one three-dollar item and it took two days and incredible amounts of aggrevation. I got two emails from Michael's before the one confirming my order was ready; the first included a phone number to call for questions. I wanted to know how long I might need to wait since I really need this item and I was not previously familiar with the curbside pickup process. The number is simply a recording stating that all customer service is being done by "live chat" from the website. When I went to the website and clicked on chat, I was greeted by a robot. My question was not answered. Got confirmation my order was ready half an hour after the store closed. Went in the second day to retrieve my purchase. Waited in the line of cars going down the parking lot, then turned to be curbside when I was the third customer in line. The two associates serving everyone were both inside the store when I did this, and when they came out, one yelled at me that I needed to go to the end of the line, because apparently she assumed I had cut in line and not that I had been waiting the same as every other person there. I also didn't realize I was supposed to have called when I arrived at the store, which really seems like an excessive number of steps. First I have to order the item. Then I have to wait for the email, then I have to show up at the store, and THEN I have to call?? While I was waiting curbside Lady #2 gestured rudely at me for me to inch up, thrusting her palm forward several times, apparently to let other customers in alongside the curb behind me. Then Lady #1 brought me my purchase and just tossed it at me without saying anything like it was whatever. I felt so disrespected and dismissed. I will never buy from...

I had a very poor experience with Kathleen at Michael’s. I paid to get a backing and hang wire on the back of some paintings and when I went to pick them up close to closing, the staff in framing were gone for the day, so I rang the bell and Kathleen came. When she came I was friendly and said hello and why I was there. However she was visibly upset about something and automatically rude to me. I told her the name my order was under and the number associated with the order. Yet she forced me to show my ID in order to get my order. I have been going to Michael’s for over 10 years for my backings on my paintings and I have NEVER been asked for an ID just to pick them up. When she showed me the backings I expressed to her that they were done incorrectly and she claimed that there was nothing they can do and that is how they should look (see pictures). Again, over 10 years I have been coming here so I know how they should look and one was already sold to a client that I knew would disapprove of the backing. I sensed she was irritated and that I was getting nowhere with her so I took my paintings and left. I didn’t feel right about the way the backings and wiring looked so I called the next morning and took them back. The framer confirmed it was not done correctly and did the backings and wire over again the correct way (see pictures). I’m glad I was able to go back the next day and get it fixed but my interaction with Kathleen (member since 2020) was such a negative, unprofessional, rude, and ultimately discriminatory interaction that I felt the need to share. I hope she is reprimanded by the district manager and taught that you do not treat customers the way she treated me that night. Very disappointed, especially since I have given Michael’s my business for...

I'm giving this 2 stars because I like what they have, but their customer service is THE WORST! DON'T TRUST YOUR WEB ORDERS TO BE COMPLETE WHEN YOU PICK UP. I live 45 minutes from the closest store. I live rurally, so everything is a drive. HOWEVER - I placed two orders for embroidery floss, 60 different colors. I received emails about which colors were not available (7 total), and a confirmation the rest was ready for pick up. Drove down to pick up. I got one bag, with just a few. I told the CS Rep there had to be more. She was only looking by my name and didn't ask for order numbers. She came back with another bag. I ASSUMED two orders, two bags. When I got home, I reconciled what I ordered to what I got and found there was over half missing. Called the store, the Rep said, you have two more bags here, do you want to pick them up? I told him I lived a long way. He said "I understand, Do you want to pick them up or return to stock?". That's It! No effort at all to help. I called back to talk to the manager. I got a similar response from him. I asked him to mail them to me since it was 45 min one way. He said couldn't do it. I asked to be credited with a gift card value to compensate for my time and gas. He said he couldn't do that either. Then said "do you want to pick them up or should I cancel this?". WHAT THE HECK??? This is the WORST CUSTOMER...