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| - I love Michaels as a brand. I enjoy crafting, new hobbies, and everything Michaels is about... I could spend my life savings in there without much of a thought. I worked at a Michaels for two years (mind you, my feelings of shopping at Michaels are independent from my feelings of working for them) so I'm intimately familiar with corporate standards and what the employees are up against. This store FAILS.
Customer service: I've rarely so much as been greeted by an employee here. When I seek someone out, they act like it's an inconvenience for them to stop what they're doing and answer my question.. or God-forbid, walk with me to another section. If a second cashier is called up for the always-way-too-long checkout lines, they too act like it's such an inconvenience. I saw a woman with "assistant manager" on her name tag walk right by me, standing in the back of a 10-person, impatient line, without stopping to help, calling for other help, saying a word to anybody, or even making eye-contact. Ignoring us doesn't make us go away.
Store cleanliness: There are consistently shipping boxes from incoming merchandise, overstock boxes, and extra product stacked in the aisles. The same boxes stacked on top of the aisles is more out of the way, but still tacky. Every retail store has to deal with customers putting things down in the wrong spot, even the wrong department, and routinely go through putting things back... that doesn't happen here, at least not often.
Framing department: I had a poster that I am VERY fond of framed here. Again, working at Michaels I was trained in the framing department, so I know their standards. To start, the frame samples are kept behind a counter, so I expected the associate to help me identify which ones I wanted to see. She would bring out only the ones I specified, one at a time, as I asked for them... no advice, suggested alternatives if one didn't work, or opinions in any way. No price guidance, no aesthetic guidance, no questions about what I was looking for, not even a trace of up-selling, and frankly no help. I made my decisions somehow, and left it for the 10 days it would take. When I came to pick it up, there was some of the poster "fine print" (copyright info I think) half visible, half cut off by the frame. When I asked about it, they said they had been trying to center the print, and that's how it had to be. No, no...first of all, it still wasn't centered, so that's no excuse. Secondly, that's a big problem, not collateral damage they should have been ok with. Shouldn't they strive for perfection when I'm paying a lot of money for professional framing? They agreed to re-frame it (another week) and it was positioned correctly the next time. The last problem was evident after I got it home. The poster, which was purchased rolled up, had small creases in it over the entire surface from having been rolled so long. In my frame shop, it wasn't even questioned if a poster would be dry-mounted, it just was. That would have smoothed out the poster since it is essentially adhering the poster to a piece of foam-board. If they didn't want to include that automatically, fine, but they should have offered. These framing "experts" should have known what would happen without it and suggested a solution. I'd have paid extra to have it done, I obviously was willing to pay to have the whole project done well. These framers didn't take my project seriously; I mean it was a small job (relatively cheap compared to other custom frames), and a reproduced poster as opposed to original art. Why should they exert effort into that?
The ONE exception to this review is ONE employee I saw a couple times, who went out of her way to help me. She came to ME to ask if she could help, she was friendly, and she offered her help as a cashier when they got backed up from having only one register open. She was on the replenishment crew, so customer interaction isn't even her usual job. Unfortunately, everything else about this store has convinced me to stop shopping there and drive the extra ten minutes to Tempe Marketplace. This store needs a serious corporate overhaul.
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