dropping my review down to one star. heat and bond started out at $8.99, then went to $9.99, then JUMPED to $11.49 overnight. SERIOUSLY???? A $2.49 price increase overnight? Shame on you!!!!!!! read more

I agree the store is messy and not a pleasant shopping experience but the framing department is very good. I would never have gone there except a friend said they were running a special. I needed to get something framed so thought I would give them a try. The woman in the framing department was very helpful. She helped me pick out frame and mats. She made suggestions that worked. The finished product is lovely - good job. Thanks. read more

This place is a last option store for me. Was trying to find a pre lit Christmas tree to replace ours. As it was 2 weeks past Christmas, I was aware most places probably didn't have theirs out anymore. I better call to check. I called, got a young man on the phone. "Do you still have pre lit trees for sale?" "Yes". "Great, how late are you open?" He has to go check, which takes about 60 seconds. He comes back and says "7 o clock". So I get the car seats switched into the big car, get the kids dressed and put in the car and drive down there. No Christmas trees to be found. Ask two teenage employees who are working the shelves. Blank stares. read more

The store really is always a mess and its hard to find items but the staff has always been helpful and friendly to me. I prefer Joann's.

Great experience at the store. The staff there are very friendly and helpful. Make sure to download the Michaels App on your smart phone for coupons! read more

I had a very good experience a couple days ago looking for Thanksgiving decorations. The employees were all very polite and the store had a sale going on and I got a lot for a little bit of money. There were these $2 grab bags filled with random things which were such an amazing deal! read more

I just called to ask if they had a certain product and the girl that answered the phone was extremely rude to me. I understand its early in the morning, but your job is customer service. You should probably look it up in the dictionary. I asked for the product DECORAT Media liquid glass, she came back and said we don't have that product to paint on glass. I explained it's not for painting on glass it is a paint that makes it look like glass. She gave me attitude when I tried to explain it, and hung up on me before I could get another word in. EXTREMELY RUDE customer service! read more

I love that you can get a lot of what you are looking for here craft-wise, but I'm a bit put off by the staff, they make it seem like a hassle to help you and don't seem very knowledgeable about what they have in stock. read more

This is definitely the biggest craft store in the area. They offer materials for a variety of crafts, and I always find something useful. I often ask the staff for help, and they are always helpful and know the store well. The seasonal stuff is rotated quickly, so there's always new stuff to keep my interest. They also have a big selection of stuff for kids. My only issue has been when I am working with a particular type of material, it sometimes takes them a long time to re-stock it when it runs out. read more

whew - sure glad they were too busy to help. Can't imagine what might have happened to my photographs with these clowns, Proceed at your own risk - read more

Michael's has the worst customer service in this town! I went to get a can of paint and when I did, one fell from the shelf and covered my shoe in green neon. No one cared and I was made to wait for almost an hour to lodge a simple complaint. No one helped me or would provide someone in a supervisory position. No contact info for the DSM or General Manager, etc. was provided. Tammy, the girl who took my report, said there was nothing else she could or would do. I had to drive 30 minutes to get this one stupid can of paint that they alone sell, another hour to wait while they treat me like dirt and another 30 minutes to drive home. In the rain, with one green shoe. They have the longest lines and the rudest cashiers. No one has any authority and no one cares about the customers. This has to be the world's worst place to shop. If you must go, be prepared for an hour-long wait and heaven help you if you have a problem. read more

Not as well stocked as Petaluma. Trying to plan our wedding and In fact lately I have had to go to a second store just to find what I'm looking for. Staff is always friendly though. read more

I don't like this craft store too much. They have a wide selection of crafting goods, however, they know it and are overpriced. They always have a 40% off one item coupon online that you can print out or show them on your smart phone at the register so make sure to bring it or you are just going to be paying double for your items. read more

Is this another corporate chain that puts not a nickel into training its staff ????? of course the answer is "yes" ...Hate to slam the poor Michaels employees this time of year but man, this place is a train wreck ... asked for soap making supplies and got 3 different answers from 3 different people, once located the correct section the assortment was abysmal ... and the store was merchandised like it had just been threw a hurricane ... no wonder you can't find anything Yuck, lets go support local independents !!!! read more

I bought a $100. e-gift card that never went through. I spent three days trying to get help. Very bad customer service.

Wonderful customer service! Having a sinking suspicion that Sonoma County was going to be quarantined, I was at Michael's shopping for yarn on March 17th for something to keep me busy while we were on lock-down. Everyone's phones alarms went off in unison. We got the shelter-in-place order. I started a bigger project than I had planned. I didn't buy enough yarn. I threw away the label that had the exact color I was using. I ordered what I thought was the right color for store pickup. Upon arrival there were 3 or 4 cars parked in front of the store. I called the store not knowing how the pick-up process worked. Cathy picked up and explained what to do. This was my second time talking to her that day. When Cathy came running to my car with a big smile on her face. Unfortunately, I had picked out the wrong color. Cathy was more than happy to go back in the store to find the correct color. She returned just as smiley as before. She was cautious to not get too close. I cannot express enough gratitude for Cathy. She was working her butt off so we can not be bored during this pandemic. Thank you, Cathy! read more

Firstly, Michael's always has cool stuff so this isn't a review of the store itself, but to let you know that this location's staff lacks manners and basic customer service skills. I sympathize with Susan D and didn't even bother to step foot in store. I called in to find out the availability and pricing of air-dry clay because I didn't want to drive 20 minutes to and from to look for an item they may not have. Sounds reasonable, right? The employee's tone was brusque and rude like she was walking around with a stubborn wedgie. What annoyed me most was that she hung up the phone abruptly hung up on me. Having worked in retail, I was always polite on the phone, even if there was a huge line. If it's super busy, just say so. Most customers will understand and try calling again later. Ended up going to Amazon.com, which had what I wanted in a large quantity for probably a lot less $$. Hooray for Amazon. I suppose if you need instant gratification or desperately need something for a project, going to Michael's would be okay as long as you don't need help. read more

Great selection of beads. It is nearly impossible to find an employee for help. I love this store however and that will keep me coming back.

In the height of corporate stupidity, they have closed Aaron Brothers and combined them into Michaels. Two big problems. The selection of paint supplies and frames is unchanged. I went to Aaron Brothers because they carried a higher end of product in both those items and I see no changes, additions or expanded selection. Just because you put the Aaron Brothers name on a sign over the framing area, does not make the cheesy, junky frames suddenly better quality. Secondly, custom framing. I had a bad experience a while back, trying to get something framed. I tried again last week and had the same poor results. If you are going to custom frame, as a business, seriously train your people. I am not going to invest $350 on a project where the person can not help me with creating the project. The person needs to provide me with selections and suggestions on the frame, on the mat style, on the whole project, not stare at me blankly and repeating 'I am not sure'. Aaron's had artists and creative people on staff that knew color coordination and appreciated art. They had the time and knowledge to create a great result. I don't want to put my project in the hands of a cashier, which is what every one at Michaels essentially is. You can shoot off a few flares and wave a flag but having a manager assist, I think, is beyond the realm of possibility. I will now have to go local, which is not a bad thing, I guess. I will end up paying a little more, but at least it will be done right. Michaels corporate leadership: dumb, dumb dumb. A shortsighted decision based on your failing, but the consumer pays the price. read more

Visiting for my first time from out of state and the employees were all polite. The manager lady earlier today was just plain rude and lacking the customer service skills I would have hoped for. She not only made me feel uncomfortable when asking her questions, she interupted her employees. As she was just standing at the door I was seeking help in finding the right kind of product for the specifuc project im working onand I ended up leaving without anything. It should NOT be obvious to your customers that your either a.) Lacking passion for your job or b.) Having a bad day and totally annoyed read more

This place is terrible but it is not the fault of the staff. Staff have always been extremely eager to help and knowledgable, trying their best. The problem is the management not having enough people working at once. The store is way too big and way too busy to not have more workers on the floor. Normally on a week I will see two, maybe three people on the floor and a manager sitting doing nothing. The lines are always incredibly long because there is no one to work the register and the shelves are completely disheveled. The manager Jessica was extremely rude and unhelpful to me and she was standing around not helping the poor employees who were trying their best with all the customers getting angry at the slow service. Wish this place had better management to go along with the good service I have encountered in the past. Also, WAY too much plastic packaging. Very wasteful place. Do not waste your time and money on this awful place. Go somewhere local or just better run. read more

I've been going to this Michaels for a long time now and though it's not my favorite craft store, I like the later hours compared to others. My experience last night right before closing determined that I will not be coming back for awhile. I'm assuming the manager was yelling and belittling all the employees. I was trying to find something so I was going down all the aisles pretty quickly. There was not a time that I couldn't hear her barking orders from the front of the store. I heard at one point that she wanted an employee to swept the floor RIGHT NOW. The employee explained quietly and almost scared like that the brim was broken.. So the manager said I do not care, you can pick it all up with your hands! I couldn't believe her tone, volume and disrespect to not just her co workers but her customers who had to listen. Of course it was closing so the line got a bit long. The manager was screaming on her headphone for a lady to come work the register. She kept calling her and finally yelled through her headphone what are you doing?!? HELLLLO?! She was helping a customer on an aisle and had to run in fear to the front. Why couldn't the manager stop walking back and forth in the front and work the register if she was so concerned with the line? Why would you yell in front of your customers into a headphone device that's attached to someone's ear? The line was maybe 3 people. There was absolutely no reason for her behavior and I felt extremely bad for the quiet, helpful and kind employees who had to deal with this. I've never seen this type of behavior from a manager at any store I've shopped at and walked away feeling sick to my stomach. read more

Justin at this SR store custom frame dept. is awesome. Yes, I had to wait a little while as he helped other customers ahead of me select frames and matting, but it was obvious that he cared about each project. He cut a display board to specs for me and was as attentive to me as the customers needing expensive framing. Next time I need a custom frame, I'm going to Michael's. I've done a few custom frame orders there and they always come out beautiful and on time. read more

spent a small fortune with their frame shop, and they don't even call to tell you it's done. (but they did a good job with the framing)

I mean... customer service sucks at all these chain superstores so i don't see what the big deal is. Coupons get you great prices here. It be prepared to find what you need yourself. I've also been told they don't find things and hen literally turned around to find the item right behind me. read more

Review is for frame center, they do everything possible for one NOT to use them. I have visited three times and each time there is a set back. Last night went to have mattes cut to fit frames I bought at their store, customer service rep, said I should return tomorrow because he did not feel confident in cutting mattes. When I assured him it was 1/4 off from 2 sides he agreed ( is this not your job? You work in the frame center?) he returned declining again because the cutter is not marked!?!?! It's an inconvenience to come back for a customer. I realize this is a small city but it's also not Little House on The Prairie small. Then when I stated I was over this project and would like to return the frames, he didn't even try to offer options, he just said they could be returned at the front desk. Not much business savvy. This is very disappointing and frustrating. The rest of the store is fine, customer service is average. Cashiers are very helpful and friendly, they get 4 stars. I'm going to try my luck at Aaron Brothers. read more

I was looking for a cut mat. The quote by phone was good. When I got there, the quote came in quite a bit higher. I wasn't going to pay that much. I was about to leave an unhappy customer (or non-customer!). It took a bit of talking with the "manager," but she turned the situation completely around. They could cut the piece I needed out of scrap in their inventory, so I didn't even need to make a return trip. So, 5 stars on this visit. read more

if you're crafty and you need just about anything you could possibly imagine michaels will have it. if you're looking for beading and jewelry making supplies they carry tons of stuff and if you can catch their sales you can save quite a bit. if you're looking for higher end jewelry supplies though dont bother with michaels. read more

Michael's Santa Rosa has horrible customer service. They are rude and give you nasty looks as they walked by you. Last time I was i there I will needed to get some $4 beads that were locked up it was such a hassle and then when she got them down for me she would not let me put them in my basket she had to bring hem up front for me I guess so I wouldn't steal those $4 beads that would have been the cheapest thing I was purchasing. All the workers at michaels need to be retrained who they are the worst!!! read more

Incredibly rude! I went in near closing and asked where my item was since I didn't want to keep them late. They did the whole...if we have it, it's somewhere around.... Then after wandering trying to find it I asked another girl if they had it she said "yeah, but we are closing in two minutes." Cool, that means I have two minutes to buy it but I walked out. So not worth it. read more

Love crafts stores, but do not like this store. It says wheelchair accessible they obviously have never been in a wheelchair. The aisles are always full of junk and boxes of product. The ladders are always just dumped where ever the clerks decide to leave them. But the biggest problem is absolutely nothing rings up correctly and the clerks argue ss if it is coming out of their paychecks. I had a 40% off coupon for a non sale item. The item was $20 and not on sale. When I looked at my receipt six things were rung up wrong and I had already caught two price errors that I had to argue with them about cause the signs say one thing and the register says another I found my 40% discount came to 32 cents! When I told the clerk I had a non sale $20 item that the discount should be for $8 she got very rude and said it was on sale and discount was right. Huh! It took two more clerks and me showing them the label and the scan bar before they believed it wasn't on sale and that my discount was wrong. Read the signs and scan bars carefully if you ever decide to shop this store. The clerks are on the sales floor are usually helpful but for some reason the cashiers are nasty. Nothing in the store is behind the right label or sign or has no price at all. Bring a calculator and sharpen your elbows. Weights and Measures really shoulf check them out. If you want to go to Michael's go to Petaluma it's great. read more