Micheals Customer Service is Horrible

[Tigger1221]

Let me start by saying I work retail so know there are rules to returns.


I got this really cute scrapbook bag as a gift not long ago. Well the handle broke off into tiny pieces, one side is missing, one side is still up. I can't open the bag all the way anymore. It was a miachels exclusive so I went to return it Not wanting a refund, but store credit for a new bag. After going through 3 people I was told since I did not have a reciept they could not take it back, I was stuck with a broken bag. I left really upset because the third manager handled it very badly. He said they only take returns for 90 days with a reciept. I asked what is it was a gift, he said you HAD to have the reciept.

I can't afford a new scrapbook bag so I will have to see what I can do to make this one work!!! Anyone know how to get half a handle back down into a bag or out?


Sorry needed to vent. I am very upset!

 

[ddavis860]

I would call and complain to corporate. Here is the number from the website

By Phone:
1-800-MICHAELS
(1-800-642-4235)
Monday - Friday
8 AM to 5 PM CST

I teach at Mike's and have heard that corporate will issue gift cards if people call. It's worth a try anyway. I mean really...a gift gets store credit, a receipt gets a refund...that manager is crack or something! Good Luck!!!

 

[iNTeNSeBLue98]

If Michael's isn't willing to refund or exchange perhaps you could contact the bag's manufacturer. Typically there is a one year manf. warranty on most products against defects in workmanship.

 

[marlynnp]

I'm sorry but I don't think you're being fair. That's the store policy and they have no way of knowing how long you've been using it.
And if I read your other post correctly - it didn't break from normal use - your husband pulled it out of the car by the wrong handle.

 

[Caitsmama]

I'm sorry, i have to somewhat agree with the other poster..
In defense of the store - they don't know how long you had it, or WHAT caused it to break.. I can actually understand where they are coming from.. But, that is why some stores give out gift reciepts.. But, if they don't offer that, then you have to go by their rules..
It was used, the tags were off, and you have no reciept.. I understand that it might be a poor quality made bag.. But, again, you have no proof of when it was bought..

And i just read your other post - Where you said you had it for a few months.. so, really.. can you REALLY expect them to just take it back or trade it for another?

It stinks.. but i understand where they are coming from.

PS - I also own a retail store.

 

[Tigger1221]

So if I buy a gift there then the person can't return it? That doesn't seem right. They only sold this bag for a certain amount of time and it wasn't that long ago. Not more than 3 months, which is their policy. I read the another receipt when I got home and thats not the policy stated on the reciept, it says no reciept returns will get store credit! I am going to try the manufactuer.

About it breaking, I asked my mom and she said it was not suppesed to do that. I thought he picked it up wrong but that is how she lifts hers too! ALthough I don't think she should. If I were rolling a bag I don't bend over to pick-up the bag for one step I pull it up it by rolling it. This one broke doing that.

Oh well, I live in between Joanns, Hobby Lobby, A.C. Moore, and Miachels. So I just won't shop at Micheals and hit the other 3 from now on.

 

[Tigger1221]

So if I buy a gift there then the person can't return it? That doesn't seem right. They only sold this bag for a certain amount of time and it wasn't that long ago. Not more than 3 months, which is their policy. I read the another receipt when I got home and thats not the policy stated on the reciept, it says no reciept returns will get store credit! I am going to try the manufactuer.

About it breaking, I asked my mom and she said it was not suppesed to do that. I thought he picked it up wrong but that is how she lifts hers too! ALthough I don't think she should. If I were rolling a bag I don't bend over to pick-up the bag for one step I pull it up it by rolling it. This one broke doing that.

Oh well, I live in between Joanns, Hobby Lobby, A.C. Moore, and Miachels. So I just won't shop at Micheals and hit the other 3 from now on.

Ok I just read this and realized it sounded rude. I am sorry about that. I am feeling better about it as time passes. It was a gift from my mom an I called her today and she said she would take care of it when she got home. We would go find a new one or see if we could make mine work (which I would prefer)!!! I LOVE my mom. I am still mad at the Manager. I don't think it was the policy but how the manager handled it. I was upset and not thinking clearly.

 

[BernardandMissBianca]

Does your mom still have the receipt by chance?
I would still call the manufacturer but I would also call the corporate office.
I used to work at Michael's for 2 years and I have never heard of them not accepting something that was broken.
Is there another Michael's you can go too?

Did your DH still have all the pieces from when it broke? You might be able to fix it.

 

[Stephres]

Yes I agree that you should contact corporate. They should be made aware that this manager is being rude and denying a request for an exchange.

 

[Caitsmama]

Yes I agree that you should contact corporate. They should be made aware that this manager is being rude and denying a request for an exchange.

I agree about contacting corporate, and if the mgr. was rude - then that is unacceptable, BUT ......... if their policy is no exchanges, then it really isn't their fault..

Turn this around ---What if she had this tote for 7-8 months or something, and it broke........ do you REALLY REALLY think they should exchange it?! Seriously.. put yourself in their shoes.. Or what if she had it a year? Should they then take it back??
When do you draw the line, as to when it is acceptable for them to take it back? They don't know - nor can she prove it wasn't handled correctly - what IF..(and i am NOT accusing here, just a what if) her DH roughly handled the tote.. is that THEIR fault??

All i am saying, is that it's not a black and white issue.. And you need to understand their point of view.......... with no reciept at all, it's a tough call.

 

[BernardandMissBianca]

I agree about contacting corporate, and if the mgr. was rude - then that is unacceptable, BUT ......... if their policy is no exchanges, then it really isn't their fault..

Turn this around ---What if she had this tote for 7-8 months or something, and it broke........ do you REALLY REALLY think they should exchange it?! Seriously.. put yourself in their shoes.. Or what if she had it a year? Should they then take it back??
When do you draw the line, as to when it is acceptable for them to take it back? They don't know - nor can she prove it wasn't handled correctly - what IF..(and i am NOT accusing here, just a what if) her DH roughly handled the tote.. is that THEIR fault??

All i am saying, is that it's not a black and white issue.. And you need to understand their point of view.......... with no reciept at all, it's a tough call.

I agree that if she had it for a year or so then no. There are limits. When I worked at Michael's, going back 10 years now , we took anything back with a receipt even if it was 5 years old. I feel sure this is why the policy was changed to 90 days.
However if she is in her 90 day window of purchase (Read: not when she received it) then Michael's should honor her request for exchange if that is their policy. I would call the corporate office or the District Manager for that. I wouldn't give her cash but maybe a comparable bag.

At the very least the OP should see if the bag has had a recall or others have complained about the flimsiness of the handle then I would pursue the manufacturer route.

You are right, it's not a black and white issue, maybe a few shades of Chantilly White layered with Piglet Pink (Bazzill papers).

sorry I couldn't resist

Caitsmama! No intention of being a PITA LOVE YA, MEAN IT!

 

[HellsBelle]

So if I buy a gift there then the person can't return it? That doesn't seem right. They only sold this bag for a certain amount of time and it wasn't that long ago. Not more than 3 months, which is their policy. I read the another receipt when I got home and thats not the policy stated on the reciept, it says no reciept returns will get store credit! I am going to try the manufactuer.

QUOTE]

i used to work for Michaels, Event Coordinator (geez i loved that job), and that is ABSOLUTELY the policy! IF it is still in its original package, WITH the barcode intact, otherwise, the policy is to not accept a return without a receipt, and the issue isnt really with Michaels, its with the man. for faulty merchandise....im not defending the store, some employees can be rude, but since i wasnt there, and dont know if you were being rude back, i cant say who was right or wrong, except that even if they are employees, they are still human (some ppl are just rude by nature, that doesnt mean they dont have the right to provide a life for themselves) that being said, by all means complain, but know that the fact that you couldnt return the item wasnt valid, their behavior is where the error is

 

[Caitsmama]

Buffy, i know..LOL, i am just trying to get everyone to see the retailers point of view (from a retailer myself! LOL).. All i am saying is that Michaels has NO way of KNOWING for sure when she bought it - if there is no reciept. So, essentally, what is to stop someone from buying something and keeping it for say 8 months, and it breaks and they bring it back - no reciept, and say they got it as a gift 3 months ago? Right??
And who's to say it wasn't handled in a way that would cause it to break... hmmm........... LOL
Just pleading the other side! LOL

 

[Caitsmama]

Amber.. Thank you.. that is exactly what i was trying to say! LOL.. If it were still tagged , then i agree an exchange / credit would be due.. but, no tags, no reciept.. NO LUCK. LMAO!

So i agree, contact the manufacter.. if the bag was poorly made, this is where the fault lies.

 

[Honeybehr1]

Buffy, i know..LOL, i am just trying to get everyone to see the retailers point of view (from a retailer myself! LOL).. All i am saying is that Michaels has NO way of KNOWING for sure when she bought it - if there is no reciept. So, essentally, what is to stop someone from buying something and keeping it for say 8 months, and it breaks and they bring it back - no reciept, and say they got it as a gift 3 months ago? Right??
And who's to say it wasn't handled in a way that would cause it to break... hmmm........... LOL
Just pleading the other side! LOL

But the item was a Micheals exclusive that was sold about 3 months ago. So that would be in the time frame. IF the store manager knows his merchandise - he would have known that. In this day and age Customer Service has gone by the wayside. Its a shame.

I worked in retail (management) for almost 20 yrs and rudeness would never be accepted. I would call corporate and explain to them what happened.

 

[TPCShauna]

I have a question for you retail types. Here's the scenario.

I was at my LSS looking for a particular punch.

I was shown a specific punch that would work for my needs. It was packaged in the type of container that I would have to tear/cut open to get the stamp out instead of the cute plastic boxes Disney stamps come in.

Before I bought the punch, I told the sales clerk that I specifically needed something that worked on Bazzill cardstock. She assured me that it would be fine.

I took the punch home, opened the container, tried to punch one image and the darn thing didn't work on Bazzill.

I took the punch back with the original receipt, spoke to the same clerk that recommended it to me and the manager that knows me by name, and they wouldn't take the punch back because the package was opened. At no point did they ever tell me that I could not bring it back once it was opened. I also didn't think to ask because they told me it should work fine for my needs.

Needless to say, I was very displeased. Was it wrong for me to be upset?

Please chime in.

 

[Honeybehr1]

You have every reason to be upset. They were aware of your needs and said the product would meet those needs. It did not. They should return the punch. Now if the girl said...well, I am not sure. Than that would be a different story. I would fight for it.

 

[Caitsmama]

Shawna --in your case, i say yes.. you have the right to be upset. You were given false info, and you have the package and reciept. I know for a fact, the lss can send that punch back to the manufact. and tell them a customer was very dissatisfied with the product - the man. would probably give the store a replacement..(if it is a good co. to deal with). (BTW, i use to work in a LSS)

And Honeybehr1 - i understand what you are saying about a mikes exclusive.. BUT, what if it's a mikes exclusive that they have been selling for a year now?? There is no saying that the "exclusive" was only out for a limited time.......

 

[Stephres]

I have been burned at my LSS trying to return something so I can totally emphathize. I didn't have the receipt so it was my fault, but when you are dealing with a indepentently owned shop, you don't really have any recourse.

I had spent hundreds of dollars in there and was a good customer and they wouldn't take back a $5 item that I had bought two of and didn't like when I got the first one opened. I think it is more buyer beware when you are dealing with a small shop.

 

[Honeybehr1]

Shawna --in your case, i say yes.. you have the right to be upset. You were given false info, and you have the package and reciept. I know for a fact, the lss can send that punch back to the manufact. and tell them a customer was very dissatisfied with the product - the man. would probably give the store a replacement..(if it is a good co. to deal with). (BTW, i use to work in a LSS)

And Honeybehr1 - i understand what you are saying about a mikes exclusive.. BUT, what if it's a mikes exclusive that they have been selling for a year now?? There is no saying that the "exclusive" was only out for a limited time.......

The OP said that the one she bought first came out a few months ago, so it would only be about 3 or 4 months now. So he would have a time frame to work with. But if it was an exclusive that wasnt a one shot deal, than yes he wouldnt have any idea when it was purchased.
I do beleive the mgr was wrong and should have given her a credit for the bag. Its called good customer service. He would have been able to return it to the mfg for a credit in most cases. He would have kept a customer and not had all these crafters read about her negative experience.