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| - We bought a 6-panel picture frame from Michaels to make a photo collage gift for our friend, and we made sure it was in a good state from the front before buying it, and the back was inside the closed box so we assumed that part was fine. However, when we got home we realized that the cardboard backing of most of the panels was damaged and 2 of the hinges had fallen off. Unfortunately we only realized how bad it was until after we loaded the pictures into it. By then we had discarded the sample pictures they put in the frame and, one of the glass panels accidentally fell and broke. The glass panel wasn't a big issue for us because we put 3D decorations in 2 of the panels so the glass wasn't going to fit anyway and we were going to remove it from those panels. However, when we realized the back was damaged I decided to return it to them since we did not want to give someone a gift in that state (and the frame wasn't cheap). I figured the glass wasn't a big issue since they shouldn't have sold it to us damaged in the first place and they can't resell the already-damaged frame anyway, even if it did have the glass panel.
So I went back to Michael's about 2 hours after I bought it and showed the cashier that the back was damaged and I wanted to return it. She then told me that she couldn't exchange it since it was not in the original state we had purchased it in due to the broken glass and the missing sample pictures. I explained to her that we threw out the pictures because we tried using the frame, and that the glass is irrelevant since the whole frame was damaged and therefore unsellable anyway. However I understood why the broken panel might be a reason not to allow the refund so I asked for an exchange where they give me a new frame minus the one glass panel I broke. She called the temporary manager over (the store manager wasn't in at the time) and again I explained the whole situation and asked for a new frame minus one glass panel but this woman also refused. Her reason was "I can't sell this now". It concerns me that the temporary store manager was still planning to resell the frame had I returned it with the glass intact and it makes me think that if they knew the frame I bought was damaged, they would have sold it to me anyway (it's even possible that they were aware of the damage when they put it on the shelf). After some arguing, with the temporary manager behaving very rudely towards me and offering me no alternatives I got fed up and we ended up giving our friend the damaged frame. I am very disappointed with the service the Michaels' staff has offered me and will not purchase anything from them in the future.
This incident makes me wish that I had lied and told them the glass was already broken when I bought it, which would have been wrong of me and I don't like to think this way but the unfairness I felt from this situation makes me feel that being honest isn't always considered the best policy when a store just wants your money.
I want to warn anyone that considers purchasing from Michaels in the future to check your product to make sure it is not damaged, even if it is in a closed box.
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