Michaels

Kafka and Michaels: Two months ago we paid for a couple gorgeous framing jobs at Riverhead Michaels. Over the years we have been very satisfied customers entrusting our counted cross stitch pieces with them and have charged thousands of dollars to our credit card without problem.

This time we were encouraged to take out the Michaels own store credit card to save lots of money! So we did. Well next thing I know I get notice that my credit rating took a hit. Beverley told me the payment probably was late a couple days.

Our solution was to immediately call the credit card company and pay off the balance and close the account. The agent told me at the conclusion of the call, The account is closed and the balance is zero. Now I get notice of another cut in my credit score and Bev opens up a letter stating that there is an outstanding balance of $2.62 on our Closed Account! We call and first get disconnected after 10 minutes presenting our case.

A second call gets us to a Supervisor who tells us that the account was closed and that the $2.62 was added interest. She would not write it off and furthermore stated she could not credit/adjust the balance because the account had been closed. I gave in and said, I will pay off the $2.62 now with debit card. She assured me that there would not be another balance due next month.

BUT THEN she told me I needed to pay her $4.62, not just the $2.62, because there was now an additional charge of $2.00 to CLOSE the account! I told her this was absurd as the account was already closed. She insisted that she was just following their guidelines! Having had credit cards for about half a century, I have never encountered this five and dime rip off $2.00 fee to close a closed account.

I refused to pay it and have complained to Michaels Customer Service. Michaels store credit card is not at all customer friendly with their absurd unethical hidden fees.

I placed an order on Nov. 25 and it was to be here Nov.

27-29. I haven't received it yet (Dec 10). I reached out on live chat about a week ago. I was told it that I had a choice of a refund or a reshipment.

I've already been charged for this order back when I placed it on Nov. 25. The order is made up of seasonal items so I expected to receive them in the timeline I was given. I'm extremely bothered that my question to Xy (the live chat rep) regarding why this order was never shipped was ignored.

I then was in the middle of typing a response to if there was anything else I could helped with when Xy abruptly ended the chat! This is completely unacceptable customer service. I then waited a few days to see if I would get a reshipment but nothing showed on Michaels site under my orders so I did another Live Chat. This agent was helpful in that he said he would need to do another reship but the system wouldn't allow him and he needed to escalate so approval could be given.

He said that I'd get an email when the reship was released. I'm still waiting for that email to come. I did a 3rd Live Chat with an agent yesterday and spoke to a "3rd tier". She was to again take care of a reshipment and send me an email about it.

To my pleasant surprise, I DID receive an email! But then overnight, I got 3 emails about items on the order being cancelled. Nothing was said about the order not being shipped complete eitherin the Live Chats or the email I had received. Again, Michaels had taken my money for the entire order back in November.

So today I called the Michaels 800 number for customer service-the only number I could find. I immediately asked for a tier 3 manager (or higher)to speak with. I was on hold for 27 minutes before someone came on the line. I was given no additional information than what I already knew so I pressed him about the cancelled items that were already paid for.

Jacobey told me at first that I was being refunded for the entire amount of the order. I asked then if the entire order was cancelled and he got confused and put me on hold for another 5 minutes. He then came back with a refund of $18 but I had to ask what was being cancelled for sure! I then had to ask Jacobey his name and title.

Turns out he was NOT a manager. When I asked to speak to a manager, he intended to pass me off to another agent. I questioned him about wanting a manager and he told me that he could send me to a supervisor but they would tell me the same thing. I then asked what had happened to my original order I had placed online.

Jacobey said it was lost or never filled. I asked him if then it was true that it was Michaels fault. He said "I don't know who was at fault". Just to make sure I had it straight, I repeated back to him the scenerio we had-I placed an order online, got a confirmation and tracking number, money was taken from my account for the entire order, and I have now been told repeatedly that it will be shipping but Michaels isn't responsible?

Jacoby stated he couldn't say whose fault it was. I told him I have never seen such a sorry excuse for customer service. I then asked again to speak to a manager which he agreed to but said that it'd be another agent. My speculation is that there is a circle of a few customer service reps and they just play musical chairs with excalation of issues.

Jacobey did very graciously say he would email the shipling dept. but he expected they would know nothing. I asked how I would know what they said and he told me that he would email me. I'm still waiting for that email.

NO ONE has offered much of anything for retribution for the literally hours I have spent I'm trying to get this order. Needless to say, I will not be shopping Michael's again and instead will be sending all of my business to JoAnns or Hobby Lobby. I'm just hoping I will see some product from this Michaels order and refund for things they aren't sending by Christmas 2024! I refuse to shop at a business that doesn't view my business as important and continually lies to me.

I also cannot believe what poor customer service was exhibited by each person that I spoke with.

I am sad to be leaving and have things turn out this way but their attitude shows me they could care less about customers. I'm writing this review to all current customers as a buyer beware!!

The female cashier would not provide a coupon advertised all around the store. I had to charge my phone; the yarn was far more expensive than it was previously ($5.99-$8.00), and the same yarn is $12.00.

I was not given a bag, and when I asked for one, I was told that it would be .35 cents as I am a paying customer. A fickle customer in front of me kept me waiting in line an additional 20 minutes while she decided on her artificial flower purchase, then bought half of what was rang up.

The cashier could not update my email address, and I heard that I would have to call Michael's. In Hyannis, MA, things can be better!

I was just at your 2780 s. Colorado blvd, denver, Co store and I am very upset.

Tonight I was in their shopping and I had about $60 worth of items in my basket and I was still shopping and needed to use restroom. I am in my '70s and furthermore I had been in the store shopping for at least A half hour at the point in which I approached a gentleman and asked him if he would unlock the restrooms so I may use them. At first he turned around as if he was going to start heading to the restrooms and then he decided to ask up front if the restrooms are still open for the night this is at 7:48 p.m. whoever he spoke with over that radio told him no the restrooms were not open for the night and I may not use the restroom.

For one thing he was very rude about it, for another thing there was nothing wrong with me using the restroom and he was very much on his way to let me use the restroom and then decided not to, and my question is why would it be the policy of Michaels to close their bathrooms in hour before closing time considering that a good deal of your customers are elderly.

Actually a great deal of your customers are elderly. This seems a very odd policy to me and I've always used Michael's bathrooms and they've always been clean so I can't imagine it would take an entire hour to clean three stalls in a bathroom. Again this is not Walmart working supers both of which by the way have their restrooms open for customers, but this is a store that specifically has a great deal of elderly customers.

Due to this policy I had to leave my entire basket behind and raced across the street to the King Soopers so I may use the restroom and I will not be going back. This was very upsetting for me as well as embarrassing.

On December 5th I went into the Michaels store located at the Fairlane Mall in Pottsville, PA. I wanted to buy some Honey Glycerin melt and pour soap by Simple Serenity by ArtMinds which I have been buying for many years from Michaels.

I saw that it was replaced by the Make Market brand. At the register I asked if the package could be opened prior to the sale so I could smell it as I wasn't sure it was the same stuff I've been getting for years. The ArtMinds brand had a wonderful clean scent of honey. The girl at the register said that couldn't be done, that I would have to buy it.

I asked what the return policy was and she said it would not be returnable if I opened it. She then called an assistant manager to the register and I was told it could not be retuned if I opened it. I explained if it wasn't the same scent as before I wouldn't use if it wasn't the same. At $39.99 it was a lot of money to spend as a senior citizen if it could not be returned.

I was then told by the manager that it was exactly the same as before and it was just a matter of rebranding. She said everything was the same just the packaging had changed. I accepted her answer as the truth and bought it. When I got it home it was definitely not the same.

Michaels website indicated that as long as your have a receipt things can be returned within 60 days. So which is it?

Or does the manager just pick and choose which products can be returned?

I really do not appreciate being lied to plus now I'm stuck with a product I can't use. This is an awful way to run a business and it certainly created ill will to a long time customer.

I'm very disappointed with Michael's Store, this is 2nd time that I have a bad experience with them.
I only received part of my original order. I never received the order for 27.5 LED Elves Tree Trimmer, and the company deleted the order number from their system.
Can't find anyone to give me status.

I called for the past 2 days, and they keep same tomorrow, but tomorrow never comes.
The customer representative can not give me an answer in regards the status of the order.
IT APPEARS THAT THIS COMPANY DO NOT HAVE ENOUGH PEOPLE WORKING TO FULFILL THE ORDERS THAT THEY RECEIVED. It's almost 2 weeks, unbelievable!

I had a same day delivery order placed before 2PM yesterday, and it never came. There was no communication letting me know it would be on its way today.

I chatted with Krixen B on the Michaels chat initially. She refunded the $20 in delivery fees and tips, and allegedly the order is out for dispatch today which Ill believe when I receive it. But upon asking about store incentive to return, Krixen B apologized then immediately sent we havent heard from you for a while.. and abruptly ended the chat as I was typing my response.

I was responsive through the entire chat and never away for a while - she clearly just didnt want to do her job which only amplified the problem. I started a second chat and got Angeline D. I had to ask her repeatedly about incentivizing their loyal customers to return to the store before being provided just a coupon for the inconvenience. I cant believe I spent all morning talking to people like this for a coupon.

Maybe itll get used on a Sunday when Hobby Lobby is closed and theres some kind of art emergency that cant wait til hobby lobby opens. I was a loyal customer for many years, and Im not going to gamble with your customer service again.

Placed my order online with a delivery date of 12/1.

I gave them until 12/4 Before I started calling the customer service. The first representative I spoke to said he would be getting back to me before the end of the day of where the package was, he never called back.

I called again 2 days later, And spoke to another representative, she told me That I shouldve received it by now She would contact the warehouse to Find out what is happening and that she would get back to me as. Also stated that she would set up the process to refund my account and that it would take two days before I would see the credit in my account.

Two days later I called them after checking my account that my account was not credited. They told me that it was delivered. By this time the items were already purchased from another reliable website and they were already received.

I told them that I complete refund fund where I would return them to the store. I still do not know if I can return them to a store or not because Customer Service doesnt know what to say.

The way they have Customer Service and mailing issues, I can never order from Michaels again.

I dont even know if they will stay in business Based on there Customer Service.

Trying to get an answer out of them is a waste of time. Good luck to anyone ordering online with them especially if theres an issue.