Alexis B.

Last month I placed an online order to pick up items in store. I received a confirmation email that said once my order is ready I will get another email with pick up instructions. A few weeks late I had never received that email so I contacted customer service via the online live chat option. The woman informed me that my order had been cancelled because I never picked it up. I informed her that I never received a pick-up email so she told me she resent the order and another confirmation email. I then went to the Ann Arbor-Arborland store with my email where they told me they never received my order, so the clueless manager called customer service herself and they said that the order had been cancelled again. So I had go around the store BY MYSELF to find the items I ordered. NOW comes the amazing part, the canvases I ordered were out of stock! I brought this to the attention of the manager and she LAUGHED at me saying, "Oh yeah, those are popular, I actually had a lady in here a couple days ago looking for them too!" So I replied, "Well I ordered them a month ago!" and stormed out of the store. I then called customer service again and they were no help, so I went to the Michael's website and found another store with the canvases in stock so I placed another online order, only to get another notification that my order was once again cancelled because the canvases are out of stock. FINALLY, with my THIRD online order I found the items I needed at a THIRD store in Southgate, MI (that was more than kind and went beyond my expectations of customer service). I am livid with my experience and the incompetence of Michael's staff. I ordered the items a month in advance and there was no reason I had to scramble all the way until a day before my event to find the items I needed. The website and online order system has so many flaws and no one in the Michael's company clearly communicates with each other. I was more than gracious and more than patient throughout my experience, but to put a customer through all this is absolutely ridiculous and unacceptable. I love the products from Michael's but this experience has me questioning whether I will purchase items through them again.