Michaels — Local services in West Springfield

Normally I have a good experience. Today was frustrating. I go in to pick up my online order. As I've done dozens of times. The entrance and exit are directly next to each other and in between are the bins for pick up orders. Legit, just bins with orders and last names hand written on receipts. You typically walk in one door, grab your order and exit. You don't have to talk to someone unless your order is too big for the bin. In that case, ypu walk up to the desk, tell them your name and they hand you your items and leave. Today, my order was behind the counter. The employee tells me she can't give me my purchase without an ID. I've done this dozens of times and have never been asked for my ID. I explain, normally I just grab a bag or its handed to me. I've never been asked to prove my order was mine and didn't have an ID on me. She told me, well do ypu know your order number? No, I didn't memorize my 11 digit purchase number. She was rude and gave me a hard time and called her manager over. Her manager literally asked me my name and then handed me my items. I don't know why I had to endure a ten minute rude conversation for all that. If you're going to change policies, then you should make your customers aware. Or at least be consistent. No one picking up from the bins shows any identification. And I've picked up at the desk more times than I can't count and have never...

Horrible. I used my debit card at the store then had to void out my transaction and redo the transaction to remove a few items that were not needed. For the second transaction i used cash. After that transaction was done i asked what is going to happen with the first transaction and how do i get the money back i put on my card. Two cashiers could not answer me and both said because they voided it out it would not go through. I also asked for a copy of the voided receipt and they said i cannot get one. They pretty much said not to worry. To this day the money has still not been put back into my acct and know i have no proof of this transaction. Will never go to the store again or shop...

An employee there,  Ashley,  was 100% rude.  She did not want to be there for 1 and had no intention of helping.

I had pushed the "help" button,  for paint,  and upon approach,  was like "what do you need"

I didn't actually need spray paint, but the isle across from that was Acrylics.  I needed primer for Acrylic.

She said "I don't know anything about that".  I thought you just needed spray paint?

No.  But it is in the paint department.

I asked If there was another person who  would know.?

She said yes,  but everyone was too busy and could not help.  Your store manager?  No.  She is busy.

Really?    I said then I'll go to Hobby Lobby.  And she rolled her eyes...