Terrible customer service. I bought a helium tank here that was defective and they would not let me return or exchange! What a waste of $50. read more

Worst customer service. I had bought some fall items online and tried to return in store. The minute the cashier saw my fall item, she said " nope, can't return it" rudely. I told her I bought the items online and that none were marked as final sale. She wouldn't even look at my receipt and kept saying "its a clearance item, can't return". I then asked to speak to the manager and she said, "fine, I will het her bit I don't know what you want her to say. She will tell you the same thing". I told her I was just trying to understand their return policy as her explanation didn't make sense. The manager then cane out and said the same thing and wouldn't look at my receipt. I then left and called Michael's customer service and they said I was able to return my items since it was an online order. I can't believe the employees at this particular location are so rude and don't know their own policies. They act as if you are the problem but clearly they are! read more

Terrible service. No help at this store. Your employees should care about helping your customers; otherwise your store will close due to lack of business and they will be out of jobs. read more

Today was the second time in a month that I drove to Michaels in el Paseo but came out empty handed. There is always something wrong in this store. Most of the time their internet is down + trouble customer service and staff who don't know anything about their product or their prices through out the store. read more

Update: I went back to Michael's today and Lexi and Michael were fantastic and a great help! They were able to return the online purchase with no issues! Thank you to them both, they truly are great team members and didn't skip a beat. They deserve some recognition! I had the WORST experience at this Michael's location today. So disappointed. I purchased 4 frames online, which were shipped to me. Per the statement online, items are able to be returned in store. I went and picked out the correct sized frames, and showed the cashier, and then her Manager, Laura, all of my emailed receipts for the online transaction. She couldn't do the return, which is absolutely ridiculous. She called Customer Service, then hung up because she needed to explain something over her headset, keeping us waiting even longer. She "wasn't sure" if the customer service center was open on Sundays. I would think this is more of a common occurrence and should not be so difficult. Instead of providing me with a store credit for the items, to go towards the more expensive frames, I will need to go back again to get the refund after calling their Customer Service center to confirm. It said exactly how much I was charged on both receipts - email and online accountxWhat a hassle and inconvenience! Especially during COVID. Not sure I'll be returning for future purchases. read more

Nice michaels location! This one is way newer, bigger, and nicer than the other one up the street on Marguerite that is now closed. The parking lot is also huge and way easier than the older location. I came here last week to buy Christmas decor and was very pleased with the store and the products. The store was well kept and organized. I had fun walking the seasonal section. They often have special promotions so you end up getting the items for good prices. I almost never pay full price for anything here with the special promotions and coupons in the Michaels app. I don't do arts and crafts but this is the best place around to buy seasonal decor, hands down! read more

"THANK YOU FOR SHOPPING AT MICHEALS IN...MARKERS" "THANK YOU FOR SHOPPING AT MICHEALS IN...JEWELRY" "THANK YOU FOR SHOPPING AT MICHEALS" CAN SOMEONE TURN THAT CREEPY ROBOT VOICE OFF??? Theres some kind of motion sensor that trips when you walk down an aisle and you get thanked repeatedly while walking around the store. Its weird and unsettling. I dont need a robot thanking me for shopping in the marker department even 5 minutes. If you stay in one aisle too long you get thanked multiple times and the message changes depending on what aisle you're on so you get specifically thanked for being in a certain aisle. Stop it. This is the Micheal's closest to me and I actively avoid it because of this weird thank you message that follows you around the store. I feel like I'm in a dystopia where the store is trying to condition me to like it more through positive reinforcement while I'm in the store. If anything, it gets me out of there as fast as I can so I can stop hearing this robot thank me. I'd much rather make the drive to Art Supply Warehouse where the prices are better and theres no disemboddied voice stalking you around the store. read more

This Michael's has some SERIOUS hiring issues and really needs to work on employee training. They have plenty of products in stock pretty much anytime I go, but that's not what this review is about. I only needed to grab only a handful of things and i was planning on being in and out. Let me preface, this was last Friday at like 5:30, I had just gotten off work, and I was having a crappy afternoon. Anyway, I was in fact NOT in-and -out. I needed some spray paint so I pressed the button to get an employee to open the door. About 5/6 minutes go by and another guy walks up and he also presses the button. We both sit there for another 6-7 minutes with no assistance. We even both peeked our heads in the back to see if anyone was there. Nope. I start walking around to find literally anybody, and there's only one person visible, and she was checking out a customer. I then see an employee walk out of what I assumed was an employee office, but he was I guess leaving for the night. So I seat around for the employee office and knock a few times. A lady opens the door and acknowledges that she has seen me and the other guy waiting at the spray paint and that she had just sent someone over there... that definitely was not the case because there was no other employees in the store!!! I stormed off because i was so frustrated about having to search up and down for some help, but I apologized to the lady for having an attitude with her lol. Anyway, this Michael's sucks and they really need to start hiring not only more, but also GOOD employees, and be much more present!!! read more

I have waited & deliberated about leaving this bad review. I won't try to use the framing department again. It's faster & MUCH LESS expensive to go purchase something new. I brought in a mirror to be custom framed & picked up 2 weeks later. The day I'm going to pick it up, I'm told that new mirror must be ordered because it broke/cracked. That will take ANOTHER week; now I'm 3 weeks out. I show up the morning that it's supposed to be available to pick up & they haven't even started putting it together yet!!! WTF!!! I won't make this mistake again. read more

I just wanted to compliment one of their employees, Sam. She was sooooo nice and helpful one of the best customer service experiences I've ever had and all I asked was a simple question. I just can't get over how nice she was. read more

Spent alot of money because of an employees disinformation.. all completely wrong. They act friendly like they are trained but dont know anything about the product read more

Nice clean new location. I been here twice and both times I had nothing, but great customer service specially yesterday by an employee named Michael. read more

I had a really good experience. Everything was very well organized and easy to find. Lizzy did a very good job and helped me find the perfect color of ribbon. Lizzy was friendly and very helpful. This is my new favorite craft spot. read more

Man what a cool experience today at Michaels. First I wander and play (because.. it's Michaels!) then I need help finding one thing and this Angel named Lizzy (I apologize if I spelled your name wrong) went way over and beyond to help me find what I was looking for. She blew my mind how outside of the box she was thinking and she was getting so creative in helping me leave with what I was hoping for; and she completely did this for me! I could not have come up with the solutions and ideas she was coming up with. Super cool. Made me feel important. Wonderful, beautiful girl. Then, I get this absolutely gorgeous cashier who was so kind and really wanted to make sure I got credit on my account. It was attached to an old number and she would not give up she really wanted to make sure I got credit for my purchase. I'm mad at myself for forgetting her name already. She is the beautiful Lebanese woman. She's soft spoken and so sweet and she just made me feel so comfortable and cared for. This is my favorite location! I will always be coming to just this location from now on because of these two angels :) read more

Customer service was horrible. I clearly interrupted their very important paperwork with a question.

Refused to accept a return, because there was no sticker on it; even though we had the receipt for the item.

Terrible customer service at this location. I purchased a display case that literally fell apart/broke just from removing the plastic wrap. Store will not take back a clearly defective product. I have to now talk to their customer service support by phone and hope they issue a refund. Online policy does not even state that defective products cannot be returned in store. read more

This new location is great! It's right off the freeway and everyone has been friendly. Love it!

ZERO star rating for the store manager LAURA . She needs to be checked with her customer service skills and employee training. Who gave you the store manager position? You certainly don't ACT like a manager. You blocked the main checkout aisle trying to restock it with old candy that probably rots away anyways. You didn't acknowledge a single person that walked over you in the 10min span I stood waiting in line watching you. When your cashier called for a manager over the walkie talkie your eyes looked up at her and yelled from the checkout line that she needs to be clear with what she needed. Don't yell at her in front of a line of 5+ customers. Go over to her and help her. That's your job as a manager! To lead by example and coach in the moment. She asked for the managers help yet we eaited for ANOTHER employee to come help her. When it was finally my turn at the register the cashier needed a sku check. You now have a forth employee come up to run a sku check with about 5 other customers in line and there's only one poor cashier ringing. The least you can do is apologize to the customers for the long wait or better yet make the forth employee jump on a register!! The sku check also didn't go smoothly for me. Train your employees PLEASE! If you don't want to deal with customers or employees then LISTEN LAURA, RETAIL IS NOT FOR YOU! AVOID THIS LOCATION AT ALL COST! read more

Wish I could give ZERO stars. This review is for this specific Michaels location as well as the Corporate Customer Service, they are the absolute worst. I wouldn't even call it Customer Service because the customer has to do all the work and is treated like garbage. Our experience started back in Nov. 2020, my wife and I bought some holiday decorations and when we tried to check out the register that we were being rung up on had a technical issue when paying so the employee working had another employee ring us up on another register. No big deal and we paid and left. A week later my wife notices that her credit card was charged twice by Michaels on that same day for the same transaction. Apparently the "broken" register actually worked and ended up charging us. Ok so you think at this point we could just call that Michaels location, speak to the manager or someone there and they could just look up the charges, see that they were for the exact same items literally a minute apart or even look up camera footage to see it all and would happily cancel the charge and refund our money. Maybe if it had been at literally any other business it would have been an easy and enjoyable experience but not Michaels. First off they denied everything and would not look into it. We couldn't believe it. This was a $77 charge. So we disputed the charge on our Credit Card. The credit card company said they would contact Michaels about the dispute and after a month our Credit Card company said Michaels was challenging our dispute and would not refund the money. So we then tried again to speak with the manager who was very rude and would not give my wife the name of the District Manager. My wife was even able to find the Employee who handled the whole messed up transaction and he remembered it and still they would not refund us. The store told us to contact Corporate Customer Service which we did and were told they would look into it. They also would give the name or contact of the District Manager or anyone higher up who we could speak to about what happened. Unbelievable! Another month went by, we are now in March and finally someone from Customer Service reached out to my wife and said she needed to drive down to the Michaels location to get her refund, they couldn't just process the refund for us, we had to drive back to the store to do it, is this the twilight zone??! After all this we will never shop at Michaels again. Buy your crafts and decorations at other stores or online or Etsy, skip Michaels because if this is how they treat their customers they are headed the way of Blockbuster. Good riddance! read more

Excited to visit the brand new Michael's closer to where I live! Went in, spent time checkin' it out n' browsing around, grabbed some goods and headed to the checkout. I stood in line as it grew and grew while neither cashier looked our way to smile or offer a 'we'll be with you shortly.' I work retail - I get it - it SUCKS sometimes, so no big deal I wasn't acknowledged. I approach my cashier, I offer a "Hi, how are you?," she stared right into my face and said nothing. I repeated myself with slight annoyance in my voice, "HI, How Are You??" LMAO. I'm rung up, asked for my membership phone # and had her scan a coupon. I insert my credit card, declined. I insert my card again, declined. I get out another card and as it also declines she NOW decides tells me the pin pad is broken. I tell her I'm not using a pin or debit, it's credit. She says oh no, I mean the whole system is down. Thanks for the heads up on that as you watch my failed attempts to pay knowing the system is down. I asked her where I could find an ATM or somewhere that gives cashback and she said she didn't know. She didn't apologize for the inconvenience or wish me a nice day or anything, she just literally didn't say anything? Sooooo I wasted gas, time, had to then drive to the competitor Hobby Lobby, spend twice as much for half as cute stuff and wasn't able to use my coupon obviously. Y'all need to get your SH*T together. Worst of all was the incompetent loser you hired as a cashier. I hope she comes and shops where I work so she can see what real customer service looks like. read more

This review isn't for the store itself, but for the online order pick up system. Online, it listed that if all items were in stock, same day pick up is an option. Well, all the items were listed as in stock when I placed my order, but it's been eight days and I still haven't received an email that my order is ready for pick up. In order to cancel an online pick up order, you have to call a 1-800 customer service number. I've now been on hold for over 25 minutes, just to find out they have to transfer me to the store. Such a nightmare to cancel the order. read more

Thank you, Alyssa!!!! You made my day by not giving up looking for a heat gun embosser!!! When everyone else at Michaels said they didn't carrying them you took the time to go online and find one in the store and even row it was on!!! I vote for you to be "Employee of the Month". Because of Alyssa, Amazon lost a sale. Also this store is very nice, clean and new! Love it. read more

I agree the new location is great and the new store is clean and very well laid out. My recent purchase was to have my daughter's portrait framed at the Aaron Brothers counter inside the store. I provided the frame and they were supposed to provide a turnkey frame by adding the mat, glass, backing, and hooking wire. David was very helpful in handling the order when I dropped off the portrait and frame. A couple of weeks later we were called to pick up the order. David was at the counter and he retrieved the nicely packed frame. Upon opening the package, we quickly realized that they pierced the frame (4 holes) when they installed the wire in the back of the frame in addition of having writing on the glass at the top edge of the portrait. we could see that David was very embarrassed and upset. He tried to accommodate us by offering us a new frame or to fix our own. The frame was part of a collection and we wanted to keep it. In summary, David made every effort to plug the holes and tried to make them as invisible as he could in addition to extending a credit. He also unmounted the portrait to remove the writing on the glass from being displayed. Under normal conditions, I would not have given a "5 Stars" for this experience, but David's attitude in resolving the issue was very commendable. I would have no issue whatsoever going back for framing services. Thank you David! read more