Michaels — Local services in Scottsdale

One of my favorite and regular go-to Michael's locations. We come here several times a month. Our recent online order in store pickup was professionally and carefully packed. A super helpful lady got a ladder to grab some top shelf items for us and cheerfully offered more assistance should we need it. Apparently not all locations care about your glass items making it home in one piece, but this one does!

Update: Had to knock off one star for the awful service we received today. We tried their pick up service again for the second time (at this location) and the email we received told us to head to the framing department at the back of the store.

We arrived at the back of the store and were standing by the counter when an elderly couple cut in front of us to pick up their framing order. No big deal, I'm sure it won't take long. The employee quickly finds their product and they proceed to spend about fifteen minutes discussing whether they like their frames and talking about the pictures inside them. When they finally left, we stepped up and handed over the email on our phone for online order, in store pickup.

The employee spent another 5-10 minutes searching for our pick up order before realizing we were not picking up a frame. Even though the email directed us to the back of the store, we had to wait about 20 minutes before being told that pick ups at this location are now at the front of the store.

What should have been an in and out 5 minute trip ended up taking nearly half an hour by the end, and it was deeply annoying to have our time wasted by poor communication on the part of the company and the store, and this generic email that tells everyone to go to the framing department even if an individual store does not follow this. Although the framing employee was apologetic about our wasted time, I still left with a bad taste in my mouth.

I still love Michael's, but I hope they get their act together in the buy online pick up in store department. It sounds like a good idea, but I think I'll avoid this service until they've figured it out a...

I placed an online order on Saturday and found out that it was in store pickup only, which was no big deal I chose the closest one which is the Michael's at the Promenade. That same day I got an email that my order was ready and that I can come in to pick it up. I went in the next day (Sunday) and was told by an associate that they do not have a separate customer service counter and that if I wanted to pick up my order I would have to wait in the checkout line with everyone else. I waited in line for 30 minutes and then was told they weren't sure where my order was and they would need a few minutes. After 25 minutes of standing at the checkout counter I was told my order was actually in the back not unpacked yet and that it would actually be ready the next day if I could come back then. I was slightly irritated that I had sat in the store for an hour for them to tell me absolutely nothing.The next day (Monday now) I did not want to sit at the store again in case it was not ready so I decided to call to see if it was now actually ready. I called and was put on hold for 15 minutes, they then got back on and took my name for the order and put me back on hold to go look for it. Another 15 minutes later she came back to tell me that they actually do not even have the order in the back of the store to be unpacked and that it was coming from another store. Why did they send me an email if it was not actually ready? Why did they tell me it just needed to be unpacked if they knew it was not in stock and needed to be shipped from another store? I do not know. This is such a poor way to run a business and I do not recommend picking up an order from here. If I was them I would make sure if you tell a customer that an order is ready that it is actually up front ready to be picked up if they were to walk in that second. I have now wasted a bunch of my time in store and on the phone and STILL do not...

Will never shop at this location and honestly, my experience has turned me off of Michael’s all together.

I spent about 30 minutes in the store with my two young children, up and down the aisles twice, picking out things for a school project for my elementary aged daughter, as well as a few other craft supplies and such. The only employee we encountered was a woman who rudely pointed us in the direction of the bathroom when my daughter needed to use it.

We get to the checkout and there’s one cashier helping one customer and another one chatting with another employee. No acknowledgement from anyone, so I walk up to a self checkout (they were all open) and it has a strange message on it. I look over to the two employees chatting and one goes “oh, yeah the self checkouts don’t work. Actually our system is down so we can only accept cash.”

No announcement over the intercom. No signs, no one alerting people in the store (in fact, no employees speaking to customers at all), and not even an acknowledgment from two employees who saw me in the checkout line (I was the only one). Not even a “hey, sorry for the inconvenience, there’s an ATM down the street.” I either got rude looks or silence from anyone who worked there, and I wasn’t even saying anything.

I picked my kids up (crying at this point, because they were excited about what we thought we were buying), and promptly walked out. I don’t expect anything near perfection from underpaid retail workers, but these were all adults (not high schoolers in their first job) and no one seemed to...