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| - Forget this location. I come to Michaels specifically for custom framing. I had two pieces done by them in the past, both of which turned out great.
About three months ago, I brought a piece in to be custom framed. The employee working the framing department let me pick out a frame, glass, and matting. That's when things went downhill. She didn't know how to operate their electronic system to show me how the price would look when it was done, and literally held up pieces of frame and matting to the screen which didn't help. I trusted her, paid, and went on my way. I should have known better.
A week went by and I hadn't heard from them so I called them to see if it was done. They said they attempted to call me, but found my number to be not in service. I asked what number they had, and they said 602-***-****. I told them no, my number started with a 609 and that I specifically told the employee to double check as many people hear me say 60 and then automatically add a 2 on. They apologized and told me the item was ready days ago, so I went in to pick it up.
When I went in, the brought it it, uncovered half of it for me to look at because they said they didn't want to unpackage it all the way if I was taking it home. I thanked them, and left.
Fast forward three months. We have moved into or new house and I go to hang the piece. I notice that the mat they put on it covers a portion of the piece on top. I am not happy. I call to see what they can do. An employee named Erin who was not helpful states that because I already took the item, signed the "contract" and time has gone by, they will have to re do it completely and charge me. I explain to them that since the girl working couldn't get the system to work and simply eyeballed it, it turned out poorly and it took me so long to notice because we just moved. She tells me there is nothing they can do, that I can't bring it in today because they are doing a reset and to come in tomorrow and they will tell me how much it cost. Unhelpful.
Instead, I called the location off Stapley because I live in Mesa now. A gentleman named Gary answered in the framing department and I told him what was wrong. He told me to bring it in the same day and he would look at it. Brought it in, he took it apart, had it redone and better looking in about 20 minutes. I didn't have to leave it there over night for days, and best of all, HE DID NOT CHARGE ME. What a hero! That is how customer service should be done.
Forget the Chandler location and go to Stapley for your framing. Check my pictures below to see the Chandler job and the fixed Stapley Job. Shame on this location for giving out such crappy customer service. I give them two stars since they did two prior pieces with no issue, but no more than that because of the awful customer service I received today.
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