On 9/18/2024 I was at the Michaels Arts and Crafts store on McKnight Rd in PGH, PA. Now, I get the emails with coupons and offers from this company. So, I go to the register to make my purchase. The girl types in my email twice and says it doesn't bring me up. I say, how can this be when I get the emails, which I showed her. Therefore, I could not get credit for the Rewards Program. So, I go home to finally be able to find a phone number to the Headquarters for Customer Service. What a joke. I explain this all to the guy on the phone. He tells me that the manager would have the final say in letting me have my purchase added to the rewards program. I tell him what store it was (PGH, PA). This goof connects me to a store in TEXAS! So, my time is wasted there...
Now, fit to be tied, I call the store that I made the purchase from. Now I'm being played monkey in the middle, as that the manager tells me that the man would have been able to help me.
SO... I send an email to the company. I get an email back saying that they will get back with me. TO THIS DATE, I HAVE NEVER HEARD BACK FROM THEM! Here's the email:

Hi Janet,

Thanks for contacting us! We have created case number ******* for you.

Order Status: If you're contacting us to inquire about your order status, please visit our order status page: US or Canada

Curbside or In-Store Pick-up: If you're contacting us with a question about curbside pick-up or same-day delivery, please visit our curbside pick-up page: US or Canada

We'll get back to you soon!

Michaels Customer Care

So, now what?

Thread::vi4LNhHCfJmYXIOEy7inRH

So, now what?

I am sorry, I will not be shopping or ordering at your store any longer. I ordered an amount of yarn and have spent a lot of money at your store, and online I haven't received notice by a text that shipment was delayed, that some of the yarn listed as being available was just taken off my order and suddenly unavailable. You contact me by email, but I don't have time to go through 2000 emails a day. You text me your specials, I have your APP but you choose to just cancel part of my order without letting me know, I could have gotten a different color. I received a package in my mailbox yesterday, only 1 of the idk how many skeins of yarn I bought, don't you send it out all in one order. I am VERY unsatisfied with your company and will not be doing business with you any longer. I have NO idea where the rest of my order is, I only received one order number but apparently it doesn't all come as one which I believe is just ignorant and useless because I don't know what I will receive or what I won't. Thank you but do not send me any more offers, I will also post this on your online site so others are aware of how slow and horrible your shipping services are!
Thank you Carla Gorecki

Sent from Yahoo Mail for iPad

On Friday, December 10,2021, 4:18 AM, Michaels <*******@emdeals.michaels.com> wrote:

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Offers and pricing listed in this email are valid Friday, December 10 - Saturday, December 11,2021, unless otherwise noted. Prices effective in U.S. only. This message contains promotional content. Please do not reply to this email. ©2021 Michaels Stores, Inc. 3939 West John W. Carpenter Fwy, Irving, TX *******.

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I have recently placed several large online orders with Michaels and most of it has gone well. However, there are a few unacceptable issues I have had with them.

Their website is very slow and does crazy things at times - it has gone to other pages than the ones I have clicked on quite a few times and on 2 occasions has emptied my shopping basket for no reason after I'd spent all day shopping and choosing items, even though on an order several days before the contents of the shopping basket had remained there for days until I was ready to make my purchases.

I had to ask for my senior discount afterwards on most orders because it wasn't applied. I did this on live chat, which is not open 24/7 like some people leaving reviews here seem to think it should be, but even though a message appeared each time saying that there might be a long wait, every time there was no wait. I had resistance/refusal from some of the first chat people to give me my senior discount, but they either elevated my request to a higher support person on their own or did so immediately when I asked them to. The higher support person applied my senior discount without any argument.

The orders have been sent quickly but in dribs and drabs from what looks like they are coming, in large part at least, from different Michaels stores. I've had just one strand of beads sent by itself more than once. That doesn't bother me but what does is the irresponsibility/lack of care of certain staff in sending me obviously damaged goods. I ordered some packs of metal charms with words on them which arrived with one missing off the card they were attached to, another pack with discolouration/tarnishing? On at least one and deep scratches on others, and other packs/cards of charms with scratches and/or blemishes on the metal. When I wrote a review of what happened with the worst of these charms on Michaels website it was rejected with the reason shipping/fulfilment given. That is a big part of the problem. I resubmitted it and removed the part where I said I wouldn't have bought them if I'd seen them in person and if I worked for Michaels I wouldn't have sent them to a customer and the review still hasn't been published. I don't like the suppression of the truth about how some of the orders are handled in this way. I also received a broken strand of beads. They were all there, but I would still prefer them to be strung like they are supposed to be and attached to the card for storage until I'm ready to use them instead of rolling around loose. It's not very professional and these issues look like they want to fob off customers with damaged goods they wouldn't buy if they saw them in person. I now have the inconvenience of returning the metal charms, and instead of using usps, which will collect parcels from my house, they expect me to take the items to either a Michaels store or ups, neither of which are near me, when it has been their 'mistake'. This issue with being deliberately sent damaged goods which I now have the inconvenience of returning and the suppression of my review about it is what has brought my rating down to a 3 star from a 4.

I added a few items to one of my online orders as a store pickup because for some weird reason one of the items is only available in stores, even though the same product in other colours is sold online. I could see that I wasn't going to be able to get to their store, went on live chat to cancel that part of the order, and I was given an immediate refund. I have paid for everything with paypal.

I have bought mostly beads for 60% off their marked prices and have been happy with the beauty and quality of most of them and also with how quickly I have received the orders.

This goes for beads and especially charms and probably anything else, really, but make sure you check everything either before you buy it or when you receive it if you've bought it online. Since writing this review yesterday I have received another part of my order. There were supposed to be 12 different charms on chain attached to the card/tag. Of the 7 sets I received of the same item only 4 were correct and complete. Two sets were missing a charm entirely so only had 11 each, and this was obvious, there was an empty space on the chain where they should have been, and the other set had 12 charms but one was a duplicate so one of the charms was missing from the set.

Poorly response to Covid I9 - Ventura County NOT ONE location open or offering this service. SHAME ON YOU...

I had a terrible experience at Guelph Michaels's location. I had looked online for a plain black photo album but could not find one. I thought that maybe I could call the store directly and see if they knew if they sold something like that and could look in stock as I was having trouble finding it online. When I called and explained my situation I was immediately told to go online and order there. Again I explained that I had already looked online and was calling to maybe get a code or specific name of the product I was looking for so I could order it online. All of a sudden the woman just stopped talking, I waited 5 minutes, thinking that maybe she had gone to look to see if she had what I was asking for in stock. She did not say she was looking though, she just left the phone, so I was not sure if that was what she was doing. After 5 minutes I hung up and continued to look online. It took a while but I finally found it! At 2:30 PM I ordered it and got a confirmation on my order. The email told me to wait for another email saying my order was ready and I could go and pick it up. I was to pick my order up in a bin as the store itself was closed due to Covid-19. I waited half an hour with no email and so decided to drive to the store at 3:00 PM which would take about 15 mins. I was prepared to wait for about a half-hour which would give the store just over an hour to fill my order. I didn't think it would take much longer than that. After waiting an hour and a half in my car and it now being 2 hours since I placed my order, I called the store to get an update on my order. The woman on the phone rudely told me that I should've waited for an email and that they were EXTREMELY busy, her tone was very patronizing. I apologized and said I didn't know what the wait times looked like, and given no reference of time to go off of I wasn't sure it would take longer than an hour. I waited again for another half hour. Once it hit 5:30 PM, making it 3 hours since ordering, and just over 2 hours waiting in my car, I called again. I politely asked if they knew if my order was ready, they told me it was. I was confused because I didn't receive an email saying it was, which I was rudely told I would get on my previous phone call. I let them know I had called before and was shocked they couldn't give the time it would be ready when it was then filled within the next 30 mins. I told them I was in the parking lot and had been waiting so I was ready to pick it up now. They obviously recognized me as I had called before and their tone of voice immediately changed. They became very patronizing and rude very fast and then said, "Well I'm bringing it out now so we can get this over with". Shocked I questioned what she had just said as I couldn't believe she was being this rude. She quickly tried to backtrack but I wasn't convinced. When I did see her come out, I got out of my car just as she was heading back in (just like everybody else picking up orders had done). She spun around fast and shouted at me "WAIT IN THE CAR UNTIL I'M BACK INSIDE!" Simply asking me to wait until she was back inside would have been fine but no she had to shout it at me. I am so unhappy with my experience here and have NEVER been talked to like this by anyone, let alone someone in customer service. I have worked in customer service my whole life, and don't get me wrong, some people can get on your nerves, and maybe I ticked her off (although I don't know how), but there is no reason to speak to anybody like this. Guelph Michaels needs to seriously look at who is working for them because that was ridiculous.

I was looking for painting supplies, which I normally order from $#*! Blick, but on impulse decided to check out Michaels. Got drawn in by what looked like spectacular discounts, a "doorbuster" sale with a very limited time frame, so I ordered several canvas packs and a number of tubes of paint. Just filling out the order was extremely difficult, because I'd put something in the cart, then check the cart and find either I suddenly had to pick that particular color up in the store (not one available for over sixty miles), or that item was out of stock (although not oos on the description page) or I had to order multiples of four sets to get that price, or what was supposed to be free shipping had an "oversize surcharge" added. I finally filled the order so it looked good, lots of "buy one get one half off paints, and bulk packs of canvas. So it wasn't the sizes or colors I actually wanted, oh well. Submitted the order early Friday morning. And over an hour later finally got a confirmation email that listed every single item at the full price, not what was on the order page I submitted. I was sure it was a small issue, I was busy so I just shrugged my shoulders and went on with my day.
Later that afternoon I got another email saying "Yay, your order is on its way" with two tracking numbers that UPS had NO RECORD of. I was amazed at the fast service, EXCEPT it was a lie.

I called customer service twice, got a huge gobbldegook answers both times, and was treated very rudely by both agents. After all, how dare a lowly customer question their practices? I called again when SIX DAYS later I got an email saying one of the canvas packs was out of stock and I was sol, and if I'd paid with my debit card I had to call my bank and sort it out. By this point I was livid, and when I looked closely at the order confirmation they'd sen THEY HAD NOT GIVEN ME A SINGLE ONE OF THE HALF OFF OR OTHER DISCOUNTS i WAS PROMISED. They "may" or more likely may not refund me the ten dollars for the out of stock item, but will not refund me the oversized item charge because even though Michaels had charged me for it and submitted it as part of the total to my bank it was "not our charge, it was a charge by the shipping company (UPS surepost) and I'd have to take it up with them.

By this point my blood pressure was in the danger zone, so I wound up having to just let it go, but it still makes me really angry. I've had a few botched internet orders in the past but this was the very worst experience I have ever had. I will NEVER order anything from them again, and will tell all the artists I know (a LOT) to never order anything from them. Maybe if you walk into a store and can have the merchandise in your hands you MIGHT get a good deal, and at least have something to show for your money.

I decided to just let it go. I can't risk having a stroke over this, and have absolutely no belief that calling them again will do a single thing to correct any of the multiple outrages.

Bottom line: I just ordered the same items Michaels charged me for and will not deliver for almost exactly the same prices they were charging, from $#*! Blick. Even better, I got free shipping, and if my past experiences with $#*! Blick are anything to go by, my complete order from them will be here well before I ever get all my stuff from Michaels. And IF there is any problem at all with that order, I know the customer service rep will be pleasant and helpful and the problem will be cheerfully resolved. My advice to you is DO NOT ORDER FROM MICHAELS UNLESS YOU WANT TO BE RIPPED OFF AND GIVEN A HUGE BRUSH OFF. Wish I had bothered to check for actual customer reviews before I ordered from them.

They shipped my order from three different places. Two tubes of paint from a store supposedly the one near me (it was not), two from a store several states away, and the rest of the order apparently from the other side of the country.