Michaels — Local services in Reno

I’m a forever customer of Michael’s craft store now! This is because of the amazing customer service and kindness of their framing department at the Fire Creek location in Reno!

The story: I recently lost both my 16 year old Huskies. My boy husky, Bear, he passed away January 2025. I was devastated. To honor his memory, I took my favorite picture of him, his paw print, and his blue dog collar to Michael’s for them to frame in a shadow box. I have had many items framed and shadow boxes at this store. It does a really great job every time. The store worked on the box for about 4 weeks or so, when I got it back, it looked perfect! I hung it up in my office so I could see my dog everyday!

A month and a half later, my girl dog Nieve passed away 3 days after her 16th birthday. I was really heart broken. Losing both my dogs within about 3 months.

I took the shadow box of Bear and also Nieve’s paw print and pink collar to Michael’s to see if they could put both of my dogs items into one box for me to honor and remember my dogs. There was a nice young man in the framing department that saw how shook up I looked and carefully listened to my ask about updating the current box to the new one with both my dogs. He was extremely kind and listened to my ask and told me they could make those changes work. He asked when I needed it by and I said whenever they could do it, I didn’t want to rush them with this because of how important it was to me.

I got a call 3 hours after I dropped it off. It was completed. I went to go pick it up and instead of the nice young man, it was an older gentleman there to help me with my order. He was so kind with his words about how hard it is losing a pet. He was just so nice to me about the whole interaction. He and the young man talked about the work and got it done right away for me. They knew it was really important to me and I was grieving. Since it was fixing an adjustment they said there wouldn’t be a charge. I felt overwhelmed by their kindness. I was getting teary just standing there listening to the nice old man.

This was just so above and beyond for me grieving about my two dogs of 16 years, I don’t think either of the two framing guys understand what this meant to me. I’ll never go to another store for any of my framing needs. I probably spend at least $2,000 a year on framing. Michaels has a fantastic staff and you have a customer for life. I’ll be sure to tell all my friends and family about my...

Probably the worst experience I've ever had at a Michael's. First, my partner and I waited for nearly twenty minutes for an associate to help us by opening the pen cabinet, even after using the help button in that section multiple times. The associate who helped us was nice though. The next major issue was when we were picking up our online order from the Grab & Go Self Service area at the front as instructed in the order email. My partner was looking at the order confirmation email on her phone to make sure we grabbed all the bags for our order when I grabbed only the bags for our order which were sitting off to the side in the open. When I did so the cashier suddenly stopped helping the person to stop me to see if I was just taking things. My partner (a white woman), told her it was our order with her last name on it, to which I showed the paper on the bags showing as much. The cashier didn't seem to believe me until she turned and saw my partner, then had no problem with us taking our order without so much as asking to look to see the confirmation email or ID or anything. The whole encounter seemed prejudiced and left us feeling unwelcome.

Furthermore, we went to our car and checked to make sure that everything was there, but one item was missing that had been noted on the pick-up email. My partner went back in to ask to make sure it didn't get missed. The same cashier seemed annoyed that she even asked about it, sighing at her when she did. The cashier also seemed annoyed that she used the self checkout on her turn when she had to buy a different version of the item that was initially missing from our order.

On top of just not a pleasant experience in the store, two separate vehicles almost hit our car in the parking lot. We usually go to the Michaels in Spanish Spring and had never been to this one before. Now we know to just always go to the Spanish...

OMG! Where to start? I ordered online for store pick up. Most of what I needed was not available at this store. It was more than irritating to have to click on an item to find out that it was not available at that store. There was no way to search for items that the store had. I finally got my order done. It took several hours before I got an email stating the order was ready for pick-up. Then, before I could even pick up my item, I received an email stating, "thanks for picking up your order!" I didn't pick up my order! I couldn't talk to anybody at the store, so I attempted to use the chat feature on their website. I went through all of the prompts and waiting, only to get a message that stated customer service was not available, and that I need to try back tomorrow. Excuse me? They do online orders, and they don't have customer service available 24 hours? People can order during that whole time. Not only that, why not tell someone from the beginning that their customer service is not available? Why would you make a customer go through all those prompts and why would you make them wait? A huge amount of crafty people cannot stand JoAnn's (me included), but I would go there, before dealing with Michaels again. I do not recommend this place. I will be driving the extra few blocks to Hobby Lobby now on. I am so irritated and upset about...