Michael's Crafts

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Disregard For Consumers
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POTRTLAND, OREGON -- Went onto a local Portland Oregon Michaels. This particular store is in a shopping center struggling with its design, age, location, etc. This store sits in back lot. Consequently in my opinion, these are factors z to why it is always almost empty, compared to other stores in the area.

I have spent a lot of money there buying yarn for projects for the last 5 years. I went in one night to this very empty store. I always use a weekly coupon on at least one item. Typically I was going to spend about $30 that night to get the yarn I needed. I had injured my foot, but had driven out specifically to shop this store that rainy night. I went in a realized I had forgot my coupon at home. I asked the clerk if he had an extra, he said no. I asked the manager if I could have the 40% off one item, probably resulting in less than a dollar. She refused saying she could lose her job, can't be done, etc.

I just felt unappreciated and invisible althogh a regular customer. This night manager never so much as smiled. Had it been myself, I would have at least said "Let me go look and see if perhaps we have an extra flier around......I was so mad, I left. They lost a $30 or more sale that night in a store that is usually empty.
I felt strongly enough to call their customer service in Texas, and also wrote a letter. Never received so much as an acknowledgement. When I called to see at least if my letter had been received, they couldn't find it. I persisted and the next call my letter was found. At that point I asked to have a local district manager call me. No one ever did.

A smart company would have at least tried to appease and show some acknowledgement. Very poor customer service, no customer appreciation nor good faith. And all because of a $1 in coupon savings that unlike the many times I have shopped there, giving them my business instead of JoAnns or Craft Warehouse, I truly had forgot my coupon, my foot was really painful, and they didn't even offer to help let alone bend a little for the purpose of retaining a good customer and making a significant sale that night in their typically near empty store.

Additional Information from Author on 3/5/2011:

I have shopped at Michaels Craft store for several years. This is the store at Jantzen Beach, Portland, Oregon. This store is in an outside shopping mall in a back corner. I guess one reason I do like shopping there is because unlike Jo Anns or Craft Warehouse, this store is usually very empty hardly anyone ever in there.

That is my observation. I have spent a lot of money there-- and on the night of my grievance I went in to spend at least $30 in yarn for a project. I love to crochet however am also an avid coupon user for all goods. Yarn especially is expensive. I ALWAYS take in a weekly 40% off on one item coupon. This prompts me to stop in weekly as well and often I purchase something else when I do. This is the purpose of coupons to bring customers in and shop there. I have arthritis in my left foot. This particular rainy night my ankle was inflammed with this acting up, was swollen and hurt. I went into the store realizing I had atypically forgot my one coupon. I asked the clerk who said they had no extras. I spoke to one of the managers. She never once cracked a smile, never offered help or even empathy. We are talking about a coupon I would have used for a skein of yarn and probably under a dollars worth of discount. I felt insignificant, unappreciated and angry that Michaels showed nor acknowledged me as a regular customer, nor appreciated my business. I left. It really was a matter of principle to me. Had it been me, as a store employee/especially a manager; I would have at least offered to go see if perhaps there was an extra ad sheet or coupon around. The clerk had initially told me to go somewhere in the mall to get another coupon they would honor? As I said, it was late in the evening and this mall is open, outside and a big area. I had not the time nor stamina.

I wrote a detailed letter after calling Michaels customer service in Tx. Never hearing back, I eventually called them to see if at least my letter had got there. Initially they denied having it. Eventually they "found" it. I asked if someone would call me for a response to my concerns. Despite them saying "yes", no one ever did. I also asked if a local, perhaps district manager would please contact me. I called several times inquiring about this, was told someone would. No one ever did.

It puzzles me to see this store so empty so much of the time compared to other craft stores. This shopping center has had issues economically. I find it hard to believe they would be willing to ignore and alienate a customer for a discount, most likely less than one dollar. If nothing else, as a business it would behoove them to show some degree of appreciation. Regardless of the coupon issue, communicating with and showing they value their customers would go a long way to help this Michaels store thrive.
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Skye on 02/27/2011:
When you walked into the store, did you notice if there were any flyers available, for you to get the coupon, that you yourself could have looked for?

I understand what you are saying. They could have made an exception for you, but then why bother having a coupon. They should just give everybody the discount, whether they have a coupon or not.

Yes they could have made an exception for you, but they are not obligated to.

It's not personal, it's business.
Ytropious on 02/27/2011:
I'm sorry OP, she even told you she could lose her job. As a manager if she can lose her job or help you save 40 cents, most people would side with the manager. At my work the store fliers DO NOT have the coupons, only the newspaper ones do. Corporate doesn't want us having a stack of coupons to hand out for whatever reason. I don't think there was a whole lot the manager could do...
Anonymous on 02/28/2011:
I have forgotten my coupon at a few major dept stores, and they handed one right over with a smile, too. But every store has their own rules, and if the manager said they could get in trouble, maybe that was the truth.
Anonymous on 02/28/2011:
I don't see where a store manager following store policy and not buckling down to a customer's demands constitutes poor customer service. At the point where the manager told the customer that they could be terminated for committing fraud by giving a discount without a coupon, the customer needs to realize that they can't always get what they want. Respect is a two way street.
Alain on 02/28/2011:
I'm surprised to hear of your poor service. Obviously, customer service varies from store to store, I guess. We've dealt with Michael's in Fredericksburg, VA and Munhall, PA and always have had excellent service.
Venice09 on 03/01/2011:
Some store fliers do not have the coupons, so I can understand why they didn't have any. Since it was such a small amount, it definitely would have been nice if they just gave it to you. But if the policy is so strict that it puts a person's job in jeopardy, I can't blame them for saying no.

I agree that a smart company wouldn't have such a rigid policy. Associates should be able to use some common sense. In this case, I think it would have benefited the company to give you the discount. I'm sorry they let you down.
Ramsey543 on 03/06/2011:
It is feeling as a customer ( and most retailers strive to save their customers from going to the competition)of being appreciated-Yes, they may have to abide by rules corporate lays down-but this store is always near empty, it is in a struggling shopping complex and that is what they are trying to accomplish with the coupons-to bring customers in-again a smile, even a futile attempt at an effort to accommodate the customer (who by the way, WAS respectful) is a good faith gesture on the retailer's part and overall, an act of job security in fact-keeping this store profitable. Bottom line--no excuse for lack of response to my (respectful letter) Thanks for the feedback here.
Ytropious on 03/06/2011:
OP, what gave you the impression that they could:

A) Override corporate policy, even though the worker TOLD YOU she could get fired? Do you think she was kidding about that?

B) Have any coupons to give you in the first place? Like I mentioned, my company does not have ad coupons in store for this very reason.

C)Do anything about the fact that they are in a "dying plaza". Giving all their customers a discount is a great way to hemorrhage money, and spiral down the tubes even faster.
Venice09 on 03/06/2011:
It's a no-win situation for a store that's struggling to stay open. If they're more lenient with the customers, it makes their financial woes worse, but if they hold a hard line, it puts customers off. If a store is destined to close, I really don't think there's much they can due to avoid it. Prolong the inevitable, maybe, but short of a miracle, that's about all.
Ramsey543 on 03/06/2011:
a. It was not a worker but the shift manager
b. Attitude is important -good customer service does not always have to give the customer what they want-but can still offer understanding and whatever it takes to make the customer feel welocome and valued before they leave
c. more the reason to make the customer feel valued, perhaps smile, apologize and 'pretend" to go look for an EXTRA coupon, and retain that customer.And certaintly follow up with a simple acknowledgement to a customer's effort of a letter sent to their home offices.
Venice09 on 03/06/2011:
I agree about attitude, Ramsey. You were probably visibly upset, and they could have at least pretended to sympathize with you. There are different ways to say no. It can either make the customer feel understood or make them walk away angry.
trmn8r on 03/06/2011:
I think it is perfectly fine to *ask* if they have coupons lying around. But I don't think it is right to expect them to go looking for one if they don't have one handy, and evidently don't feel one would be easily located. Nor to expect a discount when you have nothing with you to merit one except your loyalty.

Their attitude could have been better, but IMO once they said they had no coupon and could be discipined for extending a discount, that should have been a sufficient response.
Ytropious on 03/06/2011:
OP I'm not going to "pretend" to look for a coupon when I know darn well there aren't any. I don't lie to my customers like that, I value their time and I get to the point. Maybe that's just me.
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Michael's FRAUDULENT advertising
Posted by on
BRADENTON, FLORIDA -- Michael's had a flier in our local Sunday Paper with a 25% off coupon that said it was off regular prices. It was for one day only, January 1, so I went clear across town to the Michael's store with coupon on hand. The item I wanted was available in several places, in a corrugated display in the middle of an isle with a regular price of $2.99 and in wire bins on a regular isle with a regular price of $2.79, but both had a sale price of $2.29 during the week in question. I asked a store manager which price was the regular price which was going to be discounted with my coupon. She told me that it didn't matter, the coupon was only applicable to items not on sale. I explained that stores normally revert back to the regular, non sale price and then discount from there, which would still bring the price below $2.29. By the way, I can buy this item in Walmart 364 days a year (the supercenters are open on Thanksgiving but closed on Christmas day here)for $2.29, so that price is no big deal. OK, I wasn't going to Win with a store manager, so I went home and logged onto Michael's site to get the customer service number. Guess what was on the home page, a coupon for 25% off, INCLUDING SALE PRICES.

I called Michael's customer service number, requested that they allow me to go to the store next week, since they were offering different coupons in different places and that didn't strike me as the right way to do things. I was told no, they could not and would not do anything. I could drive across town again if I wanted. I wrote them an e mail outlining my situation, but got no response.

I WILL NEVER STEP FOOT IN A MICHAEL'S STORE AGAIN. Their advertising practices are very deceptive and not at all fair to the customer. I suggest you do not patronize them.
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momsey on 01/04/2011:
So you will forever boycott a store over a few cents? It's very possible the manager simply made a mistake. I see no fraud.
unhappy999 on 01/04/2011:
You said some stores revert back to the regular price and apply the coupon. The coupon said "off regular prices" so you knew you would not get a discount off a sale price. The regular price you quote as 2.99 so with the 25% off coupon, you would have to pay 2.25. The Manager said the coupon would not apply since the item was already on sale for 2.29. This is understandable since the coupon stated "off regular price". If you could get this item any day at Walmart for 2.29 which I presume is closer to your home, why would you drive in your words, clear across town to save 4 cents? Then you said on the website, there was a coupon that was good for sale prices so you could get the item for sale price 2.29 - .57 (25% off sale price) = 1.72. Even if you had gotten this discount off the sale price on your first trip, I doubt it would have been worth it considering gas prices in my area are almost 3.00 a gallon. A lot of stores offer different coupons in the mail, website, in-store etc. Its all part of marketing. I do not agree with the complaint and I think you have wasted more money with your time to write the complaint than the few cents you were trying to save. (I hope my comment doesn't get deleted because I said that.)
jktshff1 on 01/04/2011:
Sorry, but they are probably happy to see you gone,
Venice09 on 01/04/2011:
I must ask the obvious. Why didn't you just buy it at Walmart?
jktshff1 on 01/04/2011:
what was the item?
spiderman2 on 01/04/2011:
"I explained that stores normally revert back to the regular, non sale price and then discount from there" Really???I have never heard of such a thing and have been in retail for 20 years!
karleebarlee on 01/04/2011:
The item was on sale. Regardless of what the regular price was, you could not purchase an item that was on sale with the coupon.
unhappy999 on 01/04/2011:
spiderman2 - So the OP wanted them to discount the regular price of 2.99-.75=2.25. It was already on sale for $2.29. So if the store had done what the OP wanted, they would have saved 4 cents. I really don't get this complaint. I have never heard of stores reverting back to the regular price so a coupon could be used but in this case, even if they did, so what?
Ytropious on 01/04/2011:
OP I think you're confusing yourself a little too much over like 58 cents. The coupon in question is off regular prices, excluding clearance and sale items. The item you wanted was on sale, tough luck. The internet sometimes offers up different coupons, that is not the stores fault you didn't have the right coupon for your item. They are perfectly fine having 2 different types of coupons in 2 different places. Also if you can get this item at Walmart for 2.29 then WHY would you drive across town to Michaels to argue over 58 cents? Just get it at Walmart!
trmn8r on 01/04/2011:
This is why I don't use coupons.

As the manager said, the discrepancy in regular price is irrelevant since you could not use the coupon on a sale item. The item's price to you was $2.29.

Even if you COULD use the coupon, your best price would have been $2.09 ($2.79-0.70)

You were arguing over 20 cents. The online coupon was not in your possession, so you couldn't use it.

I don't see what is deceptive or unfair. My only question is why there were two regular prices.
spiderman2 on 01/04/2011:
Unhappy -- I totally understand what the OP wants. I don't understand why you are repeating my post. I don't need it explained to me. I have NEVER heard of a store raising the price to full retail so someone can use a coupon. Many items are never ever sold for full retail.
Anonymous on 01/05/2011:
All companies print different coupons in different regions of the nation. This is standard practice as some items do not sell well or at all in some areas.
PepperElf on 01/05/2011:
sounds pretty clear - coupon is only for non sale items.

not understanding the idea of "cannot be used on sale items" doesn't constitute false advertising.

and jkt - I'm wondering that too. I used to shop there for yarn when I lived in upstate ny. though most yarn ... if it was priced at under $3 was usually a bargain anyway.

now that I'm in the mid-south I'll probably have to use walmart or Hobby Lobby for my sewing needs. so far those are the only places I've found that have actual sewing supplies

Jamie7 on 01/13/2011:
Don't shop there anyway. Michaels has American employees train replacement workers from other countries to take over their jobs for less pay. Employees are treated like crap, held to silly rules and not allowed to see Dr in workers comp situations, tell Michaels to take a hike and don't step in the door.
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Lost Personal Property
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YAKIMA, WASHINGTON -- In November 2006, I took a crochet piece of art work and the crochet needle that was used to make it to Michael's Store, in Yakima, WA.to have it framed and I would then send it to my son who lives in Germany. The piece was made by my mother who if still alive would be 103 years old. The needle of course was old also. My son loved his grandmother and I believed this would be a great gift for him. I went back to get the framed piece and the needle was not in it. Michaels' had lost the needle. They apologized but that was all. They did say they looked for the needle and called me in January 2007 to say they found it. I was elated. Went to the store and the needle they tried to pass off was very obviously not mine. I told them exactly how I knew it was not the needle they had lost. I think they just took one out of their stock and tried to make it look old but there were other features they could not disguise. I wrote to their HQ in TX and also Yakima store requesting my money back for the framing since they lost the needle. It took 2 months for them to acknowledge my letter. It ws sent to the manager of the Yakima store, who turned it over to the framing manager. He decided he couldn't authorize the refund so he turned it over to the store manager, who says. "TOO BAD SO SAD" bring me in the framing job and I will consider the refund. Now, she knows the framing job MINUS the needle was sent to Germany and I cannot bring that to her. And besides the issue is the lost needle that MICHAELS' lost. If I could take that to her (the store manager) there would be no issue here but Michael's lost it and will not step up and take any responsibility for it. Michael's was very careless with my property and lost a valuable piece of personal property. Valuable in that it belonged to my mother who is deceased. Does Micheal's care? NO......... Do they take the honorable position ..NO. They just want me to go away. I may go away,,,but I want everyone to know how Michael's does business
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Hugh_Jorgen on 02/24/2007:
Just a thought - did you take the piece out of the frame to look for the needle? Perhaps the person doing the framing saw the needle, didn't think it was meant to be displayed with the piece and hid it behind the piece when they closed up the frame. Just a thought.....
Skye on 02/24/2007:
That's really a shame they lost the needle. I think Hugh has an excellent idea of where the needle might have ended up?? Have your son open the frame, if possible, and see if maybe it is in there. You never know. I hope he does find it.
Anonymous on 02/24/2007:
I for one, don't understand why the needle would have been left in place when you took the piece to Michael's. Would the needle itself have meant a lot to your son? I also can't understand how they would lose the needle.

Why, oh why, did you take the needle to Michael's to begin with?
Skye on 02/24/2007:
I thought she wanted the needle framed with the crochet piece?? I have to agree, taking the needle was risky, but then again, you trust them not to lose your merchandise. Maybe as Hugh suggested, it's in the frame somewhere????
badmamma on 02/24/2007:
thanks for all your suggestions. MICHAELS knew before they called me that the needle had beenlost. Charlie, the dept manager at that time, came right out and apologized for losing it. I also do not know how they lost the needle unless it dropped out of the package they put the needle and the art piece in. I took the needle and the art work so it could be put in a shadow box for son. The needle would mean a lot to son, but the "picture" was the arwork and the needle it was made with as a total thing. The art piece is still great, but wouldn't it have been so spectacular to have had the needle with it which was my intention.
Noneill on 02/25/2007:
If you ever brought in an item for framing to Michaels, you would know that they will frame just about anything. This was not an unusual request. It was an item of great sentimental value and should have be treated with more care. Shame on Michaels.
Shakra on 02/25/2007:
The worst part of this is that Michael's tried to pass off another knitting needle as being yours.
yakimafrank on 04/26/2007:
sorry to hear about your loss. I myself have had several problems with art work I have taken their to be framed. I was charged for preservation mounting and it wasn't done after I had paid for it to be done. I have since stopped using Michaels for any type of frame work. The few times I took some art to be framed I also noticed that the people working in this department looked to be high, so I would not trust my art work in their hands. Michaels needs to start drug testing. Maybe the person who took your order was high and that's how it got lost...
jamesr on 04/26/2007:
sorry about you loss
badmamma on 04/28/2007:
the end result of my complaint about Michaels. The store manager in Yakima called me one day after getting my complaint from the BBB. Instead of trying to resolve the issue she was angry because I said she insulted me. I told her she insulted me by not calling like her assistant said she would, etc. I thought we had come to a resolution on this issue. She would authenticate the needle she had and then send this needle to my son in Germany and he would put the needle into the framed art work himself. She emailed BBB that I had been so hateful to her and that I demanded that Michaels pay to have the art work returned from germany, reframed with the needle she had and return it to my son in Germany at Michael's expense. This was nothing like we had discussed. She had more to say but mostly how I had talked condesendingly to her. PLEEEZZZZZZZZZE. Anyway, I filed a suit with Small Claim Court in Yakima County asking for the stop loss amount that Michaels offers if they lose your merchandise...$250. I didn't really want $250+ filing cost plus cost to serve Michaels with paperwork ($65) but that is what I asked for and would abide by what ever the judge offered. Finally I got a call from Beth at HQ for Michaels and we resolved the issue reasonably. I am more than satisifed with how Beth handled this so its done. I am sorry it had to get that far and I had no intention of pushing the issue that far, but Ronell the store mnanager at Yakima Michael's store lied so bad and was so uncaring about the real issue only that I had said something about HER that bothered her. It was never about Ronell, it was about my needle and she just didn't get that. So, thank you all for your comments, it is now over and done.
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