| rev:text
| - I don't like to write negative reviews, but I was so disappointed by the customer service, or lack thereof, that I received in the custom framing area of this Michael's store last night (Mon., 4/9/12), that I just had to write. First, let me state the obvious: custom framing is not cheap. I had spent over $200 to frame a couple pieces of beautiful & intricate artwork that I had bought overseas, while working in Africa. I was VERY excited to see the finished pieces, and so was waiting impatiently for the phone call from Michael's. The phone call never came, but the anticipated date of completion (yesterday) arrived, so I stopped in anyway to see if the pieces were done. The customer service rep at the custom framing desk asked for my name, and pulled out the finished pieces. I asked if they had been done for awhile, because I was curious how long they'd been sitting there completed, while I was eagerly awaiting a phone call. She told me that they were completed on the 7th, two days prior, and told me that from the notes on the sheet, someone had called me that day. My cell phone, which I NEVER turn off, was listed as the number to call. I had not received a phone call from Michael's, nor was there a missed call, nor was there a voice mail message. I politely responded, "I'm sorry, but no one called." To which she countered, "Yes, they did." To which I again responded, "I'm sorry, but they didn't." To which she again said, "Yes, they did." This went on for a few rounds before she said, "Well, phones are very strange these days." REALLY? You are going to argue with a customer who just spent over $200 on a custom framing job, insisting that I received a phone call I DID NOT receive?
It doesn't end there. I wasn't 100% happy with the way my artwork appeared in the frame and the mat, so the framing manager was called to the desk to speak with me. The tenor of this second conversation was exactly the same.
Me: "The edge of the artwork is closer to edge of the mat than I was expecting. I was hoping for a little more white space."
Framing manager: "That was the edge of the picture; it was the only way to frame it."
Me: "I bought the artwork, I remember what it looked like, and the edge of the picture was not that close to the top of the page."
Framing manager: "Yes, it was."
Me: "Again, I bought the artwork. I remember what it looked like. Maybe it was cut before it was framed?"
Framing manager: "We never cut artwork here. I'm the one that framed it. I know what it looked like. This was the only way it could be framed."
This also continued for a few more rounds. Aside from this minor issue, I was actually pleased with how the artwork looked, so I ended up taking it home as is, but I was SERIOUSLY disappointed by the haughty and argumentative attitudes of the staff, as if I was personally insulting them by suggesting that I did not receive the expected phone call, and that my artwork was perhaps not framed 100% as I expected.
Worst customer service experience I've had in a LONG time.
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