This has got to be the worst customer service experience I've ever had...and seeing the other reviews on here I suppose I shouldn't be surprised. We came in to return a frame. There was a pretty long line and only 2 checkouts open. We went to to customer service desk, which is where you have to go in most stores for returns. The two "customer service" representatives at the registers didn't acknowledge us at all. No "you need to get in line to check return", not even any eye contact. I left to find another employee to ask. I asked if we were supposed to get in the regular check out line to return. He said "yes". I was perfectly polite, but I said "it might not be a bad idea to get the checkers to tell the people in the customer service line that they need to join the regular line". He said, "well any of our employees can help you". I informed him that we'd stood there for 5 minutes and no one even spoke to us. His response was, "well, you have to get in the regular line at most stores for returns. It's the same here." I just thanked him and walked away. Michael's might be the closest craft store to me, but it's not the only store in Las Vegas, and I'd drive further to get some kind of decent service. That's the last of my business you'll get, and from the looks of the other reviews on here I'm not the only person who feels that way.