Michaels — Local services in Rochester

I visited your store (#2082) at about noon 10/21/10. No one greeted me or asked me if they could help me find anything while shopping for crafts with my three-year-old.

We bought $35 worth of items including two of your fake pumpkins.

After getting home, I realized the patterns we’d picked would not fit on the smaller pumpkin I purchased.

I returned to your store at 6:40 or so that evening, passing a tall, blonde CSR on my way into the store with the pumpkin. I went to the pumpkin rack, picked out two of the larger, more expensive pumpkin, and got in line.

When I got to the counter and stated I wanted to return the smaller pumpkin and purchase the two larger ones, an “Alisha”(?) challenged me stating, “I didn’t see you bring in the return pumpkin.” I said, “Excuse me?” She restated her lack of observation. I said, “I really don’t care, because: 1) I have a receipt; 2) I am not in the business of stealing pumpkin; 3) the big blonde girl saw me come in the door; and 4) your store keeps merchandise OUTSIDE, so it really doesn’t matter if you saw me come in with it or not, I could have just picked it up out of the bin outside.” The cashier said, “Well, I’ll do it, but I’m not supposed to because it’s my job to watch for returns coming in the door and I didn’t see it, and I’m just trying to do my job.” I advised her that I had really had enough of people’s funky attitudes that evening. She processed the return, did not offer to bag the items, did not say thanks, or anything.

From just down the road, I called to speak with the manager. The person on the other end, sounding strangely like the cashier who had just called me a thief, asked me what my call to the manager was regarding. I told her that I think it was regarding her behavior and all but calling me a thief in front of everyone in line at the store. I asked her why she was asking me about my call to the manager. She said that, “It was her job to ask,” and asked me again, even though I just told her. I demanded to be put through to the manager. What I got, instead, was several minutes of “hold music” with no one ever coming to take my call.

This CSR’s behavior defies logic, and if it is in fact the result of Michael’s policy, THAT is some SERIOUSLY FLAWED policy. So, what would she have done if she REFUSED to process the return? Have me walk in again so she could SEE that I had the item? Take it from me, assuming it was stolen, without processing a return? Make me pay for it again? What?

The only thing you accomplished is alienating and losing a customer, as well as garnering a post of this review and experience to Google Maps, Yahoo!, and others as...

Right now (Dec. 2020) Michaels is open for regular shopping and order online, pick up in store/curbside. I've done all three in the past couple of months. They seem to have pretty good amounts of stock on the shelves. Online shopping reflects the store's inventory well. At some other stores that offer store pickup, I've experienced a lot of cancellation (once it was like 10 out of 12 items). At Michaels, the cancellation has happened only once or twice, and I think it was actually that someone purchased the item before my order was shopped. At other stores I think it's an inventory mismatch issue. Anyway, for in-store pickup for an online order, you just walk in the front door and there's a kiosk with a button and an employee asks your name and brings your order to you. One time they needed my ID so that wouldn't hurt to bring just in case. For curbside, there isn't a selection for "curbside" when you check out. You have to choose to pick up in store, and then when you get the email that your order is ready, there's a place to click in that email to pick up curbside. You can also call the store. At this Michaels, they have 4 parking spots that are labeled and you just tell the app or the phone person which one you're in. Or if you're like me and didn't see them the first time, park by the curb and say you're not in a spot and tell them what your car looks like.

This might be overly detailed, but I know I get nervous when I don't know how something works, so hopefully this will...

I took a poster to be swapped out of a frame that I had done last year at Michaels only to find out they had glued the poster to the foam core and mat board. So I had to purchase a whole new mat. I asked that they use the same velvet matting and cut it to cover the copyright lettering in the corner. When I went to pick it up the copyright was showing so I refused to pay for it. 2 weeks later they called again but when I got to the store I noticed they not only cut one corner of the mat all janky but they used a suede matting that looks like smudges under the glass instead of the velvet I had asked for. I now have to take it elsewhere because I was tired of dealing with them. The manager knew nothing about framing and couldn't even explain the invoice I had to pay. I basically wasted a hundred bucks and 3 hours or more of my time to drive back and forth to the store. And according to the invoice it looks like they glued this poster too like I again asked them not to do. So I may not even be able to have the mat redone. They seemed like it wasn't a project they had time for to begin with so I should have followed my instincts when the lady said it would take a long time to get back, said they were swamped and seemed like she didn't want another project added to the list. I will not use or recommend them for...