Customer Service Review: Michael's Arts and Crafts in Lynchburg, VA

I've had a lot of customer service issues with Michael's since they moved from their previous location to their current one a few years ago. (Actually, when they moved I thought they'd gone out of business because they didn't advertise that they had moved.) My usual complaint is that Michael's typically only has one register open. But more than that, their cashiers are the slowest of anywhere I've ever been. It's beyond frustrating. This one lady who works there, she'll talk to the customers rather than ringing them up, which stalls her helping the next customer.

When I got into scrapbooking, I bought just about everything online that I needed. I was fully aware that Michael's carried some scrapbooking items, but I just didn't want to deal with them. But then I finally gave in and went there when I needed some 12" x 12" paper.

When I first got into scrapbooking, I didn't know that precut alphabet letters existed. And not wanting to pay the high shipping for them when I discovered them on eBay, I called Michael's to see if they carried them. When I was transferred to that department, someone answered and then immediately hung up.

I called back twice before I finally got the lady to say hello in that department. After I told her what I was looking for, she gave me the generic answer that I've heard from their sales associates before - "You need to come into the store and look for yourself." Wow, was this some kind of new store policy?

After arguing with her, she finally decided to check. She put me on hold for about ten minutes and then told me that they didn't carry them. I didn't believe that she really looked though.

I went into Michael's the following day for something else and I found the precut alphabet letters. Not only did they carry them, but they came in different colors. I cannot believe that she actually lied to me. When I contacted the manager to inform her of this, she was just as rude as the sales associate had been.

Not long after I bought the precut alphabet letters, I was looking for an eyelet setter. I knew Michael's carried them and I wanted to know the difference between the two they carried. After the lady refused to help me (the same lady who had lied about the alphabet letters), I called another Michael's store that was in a nearby city.

The manager of that other Michael's told me the difference between the two ones they carried and also encouraged me to contact the district manager.

It has been about a year now since those bad experiences occurred. Even though I have been in Michael's since that happened, I haven't called first about anything. But then a few days ago, I called Michael's because I was looking for a very specific type of charm. The guy who answered was very helped. I truly believe that he did look since he told me about a similar item that they carried. He saved me a trip to the store since I wasn't interested in an alternative item.

It seems that Michael's is trying to improve their customer service. So far, they are succeeding. I hope they keep up the good work!