Michaels — Local services in Upland

DO *NOT *DROP YOUR UPS Package Here.

I dropped a package off October 5th, 2023 and they lost it. I couldn't file a claim with UPS because they were never in position of it. Every time I tracked the package it always said it was there. Several managers went to look for it but could never find it. I described the employee who helped me so they can follow up with her since she didnt follow whatever procedure for UPS packages. Apparently, that wasn't done either. I was told to call in their customer service line. When I did, their call centers are overseas and couldn't comprehend to issue I was having. They ended up hanging up on me.

When I started to call the store more often, I wasn't given any answers or solutions. I left repeated messages with managers for upper management with no return/follow up phone calls.

November 13th, 6 weeks later, my package was found and manager Larissa called me to give me the option to pick it up. When I asked what happened no one could tell me how this happened. So it's clear there's still no communication between staff and management.

On November 14th, when I went to pick up the-never-shipped-package, I asked for a manager. Manager Christopher was absolutely no help. Didn't even know what was going on nor seem compassionate about the experience I was going through. He stated he knew nothing about the situation. Said he was new. I asked him how long he'd been there and he stated 3 weeks. I asked him what's the process for employees to get messages to managers. Said they were supposed to give it to them right away. I asked him how did this happen, he couldn't answer. I asked him what's the procedure for collecting UPS packages. He couldn't answer. Every question I asked him, he couldn't answer and started to deflect for me to call 1800Michaels. How are they supposed to help over the phone on a different hemisphere what your store procedures are? I told him they weren't even aware of accepting UPS packages. He was completely useless from a customer standpoint. He stated he he was responsible for the new look of the store and how the shelves are fully stocked. It came off tone-deaf and insensitive since that wasn't the matter at hand.

I asked him if he knew who dealt with BBB complaints. He had no clue.

As a Michael's card holder, a Seller on their Maker Place, a frequent shopper online and in-store, and custom framing, its beyond frustrating to shop there. And they're the closet location. I never thought I would be treated this way for this long. Then they're hiring ineffective managers who lack customer serve skills (Chris). What a shame.

At this time, my phone calls and BBB complaint is...

This store is awesome. The staff is extremely friendly and helpful with your questions and for what your looking for.

The inside of the store is really clean and in good condition. Parking is good and close to the store.

This store sits in a strip mall with a lot of other stores you are probably going to shop at. There are also a lot of places to choose from if you get hungry.

I would definitely recommend this place for everyone to shop at and to come to to help you with your crafting, sewing projects, birthday party, wedding party.

They have a lot of storage containers and boxes on sale every day and a lot of other items on sale.

The atmosphere here is good, every person I ran into was friendly and will to help you with finding items for your crafting project. The music in the store is cool. I always hear a song i love on the overhead radio.

I am always at Michales stores looking for items for the craft projects I am doing for someone or for my self. I always find things I can use once i start a new project.

I love this store and they have made a customer for life and I definitely going to recommend this place to all my friends who to craft as much as I...

Since I am boycotting Amazon (IKIK insert eye roll for those who don't care) I've been trying to purchase items locally more often.

Customer Service was terrific here! I've been 3 times within the last month or so.

First time I went in for the picture frames... and they had a special so that was awesome. 2nd time I went in for a washi-tape storage unit. The one I purchased I realized was cracked so I went back in the next day and replaced it. No hassles what-so-ever.

They had plenty of frames to select from and the staff member that works over in that department was helpful in showing me the BOGO 1/2 price area as well.

Respectfully Reviewed.

PS. I did not purchase the washi-tape pictured in the photos at Michael's... they came from various on-line shops (Etsy etc.) and a stationery...