Disregard For Consumers
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.