Michaels — Local services in Vienna

Terrible store customer service experience. Let’s start by saying that I prefer Michaels over other craft stores, always have. But today’s experience may have changed that for life. Most of my friends and I are crafters (I will definitely be informing them of my experience). I placed an online order for store pickup within 2 hours to stay at a “social distance” from others and was at first impressed with Michaels offering this service. After about 4 hours around 11am, and no word from Michaels on my order update I called to store to check on the status of my order. I was told by the associate that she would prioritize my order and have them prepare it ASAP, she also stated that their goal was to have all orders done by No later than 4pm so my order should be ready by then. Based on this information I planned my day.

When I venture out to the store at 4:58 I realize I haven’t received any order updates. I call the store in the parking lot and and rudely addressed by an older male employee. When I tell him the information I was given earlier that day, he abruptly states that “2-3 hrs for an order is not during a Pandemic.” I then asked if he could check on the status of my order since I was already there. He sounded annoyed and told me that he would place me on hold because two other customers were on the phone with the same issue...... then he hung up.

Irritated at this point I get out the car to go to the line outside of the store to find out that the store is actually accepting customers with a limit and short wait outside. I still call back because I feel disrespected by the actions of the previous employee and I feel the manager should know. This was a wasted phone call because by the time he got to the phone I was almost at the door and the manager only said “ I’m sorry you felt you were treated that way do you want a manager to meet you at the door?” At this point I’m over them and I tell him no, just cancel my order (which he didn’t). (p.s. I let him know Michael’s isn’t an essential store for them to treat the customers the way they were, it’s not like we need chicken or water, you know... things to live.”

I wait until I’m allowed inside to shop for my own items only to not be able to find them... I asked for help from an associate and she says that’s not something they carry. Confused, I explained that this is something I had ordered online for same day pickup and showed her my order number.. nicely enough she asked a few fellow associates and they had no clue where the items were either. But at least she was nice enough to actually provide customer service and cancelled my order as she said she would.

Needless to say I left Michaels extremely dissertation and feeling like I wasted a whole day on them pretty much.. luckily Hobby Lobby had everything I was looking for and to my surprise at a lower price.. shame on...

This store never has full shelves, and worst of all they direct you to buy online when they don't have it.

After searching every store in my area for the frames I was looking for, only to be met with either out of stock or not having the full amount needed, I fell for the scam, and went to their website. I put all ten in my cart, checked out, and paid via PayPal. The money has been withdrawn in full, but only part of the order shipped. It appears that even their warehouse doesn't have what they profess to sell.

As of this writing, I've been on hold with Michaels 800 number for over thirty minutes trying to reach someone to resolve this. Looks like I'll be filing a PayPal claim, which will take even longer.

Should have just gone to Amazon. At least there I'm not charged until my items have actually shipped, and they have a chat which instantly connects you to a representative.

UPDATE: Oh, cool...after waiting over half an hour for someone to get on the phone, the woman took my information, then hung up on me. Did she call back? Of course not....

Generic artsy/craftsy stuff for the generic crafter/artists, I guess. It's basically the convenience store of crafts. If you want to dabble or find something new, you may find something here. If you're already well into something, you probably need high-end or specialty items that you likely won't find here. If you're into scale modeling or railroads, this place is about as useful as your local grocery store, given that they've almost entirely divested of any hobby items - absolutely no paint or tools, and the same small selection of ancient model kits - and absolutely nothing with which to build or finish them. Having (apparently) failed to make profit from this market segment because they obviously didn't understand it, they elected to give...