Michaels

The store is great for most craft and hobby supply needs. I usually find what I need there. However, the customer service is something to be desired. I haven’t had a good customer service experience here since moving to the area, which is disappointing for me because I had a great relationship with the Michael’s in NC. I called a few weeks ago to find out if they had a product I needed. The person that answered the phone at Michael’s was guessing about whether they had it or not. She couldn’t take a minute to look and see for sure. The same thing happened a few weeks later when I was asking about the return policies. The staff member didn’t know the return policy and couldn’t be bothered to find the answer. A few weeks after that, I ordered one product online. They state that online orders will be ready in 2 hours or less. After 2 hours passed, I hadn’t heard from Michael’s about my order. I went to the store and sure enough it wasn’t ready yet (going on 3 hours now). I went to some other stores and still no confirmation. I went back to Michael’s (4-5 hours now) and got the item off the shelf myself. When I went to check out they said I couldn’t use my coupon. So I asked about scanning the item as an online order. The lady stated that the store was too busy. I looked around, and it wasn’t that busy. No line in check out/not that many people in the store either. As I am discussing the issue with the staff person, a manager came over and asked what was wrong. The manager told the staff person to just scan the item in the online orders system. So the staff person reaches into her pocket, takes out a scanner and scanned my item. It took all of 5 seconds to complete the order. She spent more time telling me what she couldn’t do than it would have taken her to just scan the item with the scanner that was sitting in her pocket the whole time. I just found it ridiculous. I don’t know what is going on with the staff here, but some good ole customer service training would probably help. Or maybe they just don’t care. Bottom line is to be aware that you won’t find good help at this Michael’s store in Webster, NY. I’ll probably drive to Henrietta from now on.