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| - I recently went in to exchange some beads that I had bought at Michael's but kept forgetting to return them. I finally remembered and went in with the receipt and had the items I wanted to return along with the items I wanted to exchange them for. I figured this would be no problem but boy was I wrong. I was told that it was past their 90 day return policy(It was 94 days) and they would not be able to take them back. I was dumbfounded. There was nothing special about the beads and they had the exact beads on the floor, they were not clearanced, they were not marked down, but they couldn't even exchange them because this is "The Policy". I spoke with a manger named Sandra and explained that all I wanted to do was exchange them, she said there was absolutely nothing that could be done, this was "THE POLICY. I told her that I understood it was past their guidelines but based on the fact that I had a receipt, had paid full price, was only asking them to exchange them couldn't they do it this time. Let me add that I had an additional $100 worth of beads in my hand to buy. Sandra said absolutely not and that was that. I told her I wanted her superior and she said she was one of the managers. I told her great then let me speak with the store manager because I had never heard of anything so ridiculous. I wasn't asking for any money just an even exchange. Another manager came out and Sandra told him what the issue was and that she told me they would do nothing. The next manager went on about the 90 day policy and that it was in place because of seasonal control. I asked him how beads are seasonal, especially when the exact beads are on their floor at the full price that I paid. He told me no and I handed them the $100 worth of beads that I was going to buy and left. I went out to my car, called the corporate office, explained the issue and asked them why they could not honor this based on the fact that I was only asking for an exchange. Once again I was told about "The Policy". Again I told the young lady I understood and that I had never returned anything to Michael's but in the future I would make sure to adhere to "The Policy". She told me that she was going to call the store while I was on hold and that it was totally up to the individual store manager whether he wanted to exchange them for me. After a few minutes she returned, said she had talked to the second manager I had spoke with and he would do an exchange. I graciously thanked her and returned to the store. This time I only grabbed the 4 strands of beads that were to be given for the exchange. Once again as I exchanged them I was told about "The Policy" and this was a one time courtesy exchange. I told the manager I appreciated it and that had he of given me the exchange previously I would have spent well over what the exchange was for. I often visit Michael's and rarely use a coupon and often spend over $100. Unfortunately the lack of interest in keeping a good customer has cost them. I admit I did not know the return policy. In todays world most stores will give you an exchange especially if you have your receipt. I have worked management in retail most of my adult life and would have let a manager have it if they had cost me a customer all for the unwillingness to bend a little. Had they had told me what the policy was and said but lets see if we can work something out they would have retained me as a customer. Had Sandra not have been so adamant that there was absolutely no way that they could accommodate me and worked on solving the problem instead of creating a larger problem, I would probably be willing to return. However Sandra's attitude and poor customer service told me I never want to step foot in this place again. I give the customer service rep in TX a big A+ on customer service and how to work on resolving a problem. As for this store I will never step foot in it again. That's about a $3000 customer that they just lost.
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