Michaels — Local services in Sterling

The Michael's at Potomac Falls is generally really great and filled with staff the are willing to go and look in all places, like the ba k storage area. This was no difference. Though I think they are ending their carrying if Cameo Silhouette machines and items ( bummer because that's is what I use) I'll still visit for great deals on other craft supplies (update 1-21-25)*. *. . This place has changed... I placed an order with them online in the 20th of January, 2025. Knowing it was 7:00 p.m. that night I was not going to be able to pick up my order, which is fine. So I woke up, went to work, and my husband and I went to Michaels at about 5:30 on the 21st, 2025. When I got there my order wasn't there I thought that was strange. So I looked back and I emailed and it said that it had been canceled. Now I did get a confirmation email from Michaels at 7:48 a.m. January 21st 2025. And when I looked I received the cancellation email January 21st 2025 at 7:56 a.m. thinking that this was rather odd after I realized my order was not there I walked up to an employee and asked if they could help me. I explain to them that I had an order less than 10 minutes later it was canceled I was wondering why. She first told me that I was being rather aggressive, and at that time I took a step back. She didn't humden Hall looked on her device and started to walk away. I said excuse me where are you going. She flips her body around at me and screams I know nothing about this I'm trying to find the information for you. I said what you could have told me where you were going instead of just walking away. When I said that I took a step towards her she didn't screams at me says don't you try to hit me. Points to the sales associate at the checkout tells her to call the police tells me to get the F$! Out of her store. I didn't simply tell her I will get out of the store and I will be more than happy to call the police for her. She told me I'm never too walk into that store again that I have been barred from the store and it would be considered trespassing. The police came I told her the incident Loudoun County Sheriff's blew me off. Basically told me that I'm barred from the store because the manager barred me. All because I asked her where she was going when she hummed and huffed and walked away from me. Mind you I've tried to call 1-800 Michaels for the last 3 days and have been on hold for an hour and a half and nobody has picked up the phone. I tried to call another store to pass my information on to a district manager to explain the situation. I've been shopping at Michaels since I got a cameo silhouette in 2003. And I find it hard to believe that I can't get in touch with a single regional manager or somebody higher than that individual who verbally accosted me accused me of hitting her when I was well 20 ft away from her. So if you see an older lady, in her late 30s early '40s, pinkish white hair pulled into a ponytail, about 5'10" 5'11" stay...

Customer Service Department Michaels Store #8808 46301 Potomac Run Plaza Sterling VA 20164

Subject: Formal Complaint Regarding Store Manager's Unprofessional Behavior

Dear [Customer Service Representative or Store Management],

I am writing to formally express my disappointment with the unprofessional and rude behavior my wife experienced at your store (#8808) on [date of incident].

Upon visiting the store, my wife inquired about the price of an item, and the employee assisting her responded in a rude and dismissive manner. Despite this, my wife proceeded with her purchase. However, when she attempted to pay with her credit card, she mistakenly inserted it incorrectly into the card reader. Instead of politely assisting her, the cashier aggressively snatched the card from her hand and completed the transaction in an unprofessional manner.

When my wife asked to speak with the store manager, the same employee claimed to be the manager. However, she was not wearing a visible name badge, and when asked about it, she responded dismissively, stating she did not need to display her name before abruptly ending the conversation with a “Have a good day.”

After reviewing online feedback, we found that this was not an isolated incident—multiple customers have complained about this individual's poor customer service. We are extremely disappointed that such behavior is tolerated, especially from someone in a managerial role.

We believe that all customers deserve to be treated with respect and professionalism. We request that this matter be investigated and that appropriate action be taken to ensure future customers do not experience similar treatment.

Please confirm receipt of this complaint and let us know how you intend to address this issue. We value good customer service and hope to see improvements at this...

TOTALLY FRUSTRATING. I have been trying to frame a simple poster since August 14th. I went here to have a mat cut and at that time I bought a frame kit to make a 16x20 frame and a glass and backing board package that was supposed to fit said frame. The fellow at the framing desk quoted me a week to get the mat. THREE+ weeks later the mat actually came in. I politely tried to let the girl working at the framing department know that delivering this product several weeks late was not acceptable and that it had caused me to miss the event for which this was to be a gift. Now it has to be a belated gift after the couple returns from their honeymoon. The girl simply walked off while I was trying to tell her this, and couldn't have cared less. I complained to the store manager. She was sympathetic and said she would speak to the employees about their customer service ethics.

Today I assembled the frame kit. The frame pieces were VERY POORLY mitered on the corners and there were chips out of the finish on the mitered edges. This should have never passed quality control at packaging time, much less made it into a customer's hands. It gets worse - the glass doesn't fit into the frame by about 1/16th of an inch. There is no way to adjust this., AND YES IT GETS EVEN WORSE - when I called the store location, all I got was an automated voice that said "Goodbye". I tried this 3-4 times before giving up in frustration and writing...