Michaels

Re: store #9826

I ordered a custom mat to be used in a ready-made frame that I purchased from [PERSON_NAME]'s. Because the cut mat would cover part of the photo, the framer suggested floating the photo on a float mat.

I agreed and paid for the frame, custom mat, and float mat. When I received the order, the photo was not on a float mat. I was told that they could not fit the float mat into the existing frame. They did not contact me to let me know this; however, they did contact me to ask if I wanted an extra black mat at no additional cost, to which I declined.

The photo was mounted on a mat that was not cut - just a full mat piece. I could've mounted the photo myself if that is all that they did! I am not happy with how the mounting turned out.

In addition, when I arrived to pick up my order, I waited more than 5 minutes for 2 sales associates to 'gossip' in the aisle while I waited for them to acknowledge me. Terrible customer service!

I received a $100.00 gift card from my son for Christmas. Today I checked the balance and had about $13.00 left, so I visited the ***, *** store to spend it.

I picked out my items and tried to pay, only to have the cashier tell me the paper copy wouldn't scan and it was no good. I pulled it up on my phone, and she also scanned it and said it was no good. I told her I had just checked the balance and had over $13.00 left, and she then told me there was nothing she could do. This was on top of an attitude that seemed as though she thought I was trying to do something shady!

At no point did she offer to try and find out why it would not scan or offer to get a manager to investigate what the problem was. I was mortified and was forced to pay cash for my items. This was a complete absence of customer service, and I do not appreciate being treated like I was being dishonest. My son paid good money for this gift, and for you to refuse to honor it is pretty much criminal.

Of course, I rechecked my balance when I got home, and there is indeed money left on the card. Now I am stuck holding a card that you have refused to honor once; what am I supposed to do with this situation? This is outrageous, and you need to fix it.

You also need to train your cashiers better in terms of customer service. It sure doesn't make me want to shop at Michaels if this is how I was treated.

Hello,

I am writing to file a formal complaint regarding my recent in-store experience at one of your Michaels locations.

I went into the store to request a refund for a Gorilla hot glue gun that I purchased, along with Gorilla hot glue sticks. The reason for the return was simple: the glue gun did not work and would not dispense glue.

When I informed the cashier, ***, that I needed a refund, she asked why. I explained that the glue gun was defective. She then stated that she could not refund the glue sticks. I explained that I did not need the glue sticks because I prefer to keep my brands consistent and no longer needed them since the glue gun itself did not work.

*** responded by saying that this was not her problem and that it was a preference. When I questioned this, she asked me if I knew what the word preference meant, which felt disrespectful and unnecessary.

Additionally, I paid cash for my items. Despite this, *** asked me to present my identification. I explained that I did not feel it was necessary since the purchase was made in cash. She stated that it was store policy, which added to my frustration given the situation.

Overall, the interaction felt dismissive and unprofessional. I was simply trying to return a defective product and felt that I was spoken to in a condescending manner.

I am requesting that this situation be reviewed and that appropriate steps be taken to ensure customers are treated respectfully and fairly. I would also appreciate clarification on the refund policy regarding defective items purchased with cash.

Thank you for your time and attention to this matter.