Micheals Customer Service is Horrible

[Caitsmama]

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.

I don't believe i read it where she said that. I DON'T think
the OP knows EXACTLY when the bag was released.. I don't remember reading that.. And since it was a gift, how would she know when it was released? She said she got it as a GIFT a few months ago.. which is a different statement.

And out of curiousity -- WHY do you think that the mgr. should have given her the credit..? I just don't understand this........... IF they DON'T know when it was purchased or HOW the damage happened (under what conditions) WHY on earth should they take it back???
I think honestly sometimes "customer service" rules are taken too far by the consumers. I really have to believe - the customers are NOT always right.

I absolutely agree -- if it were a default of the item, then yes, the manufact. should be held responsible......... (in most cases if there were similar complaints.. not just an isolated case).

Flipping this--- if someone were to come into MY store - and say "Uh, I got this lotion as a gift about 4 months ago -- and i dropped it, and 1/2 of it spilled out -- can i get a replacement?? " -- sorry, but i would have to say NO WAY.
Now, if someone came into my store - and said -- "I got this nail polish as a gift a few months ago, i have no reciept - but i was using it, and the brush broke apart -- can i get a replacement?" AGAIN-- i would have to say "no."
Basically - b/c you have no proof of when it was bought - or how it was handled to cause it to break-- and in that case, i can't get a replacement from the company.. and i am out the cash for the item. Do you see what i am saying??

Now--- if someone came into my store, and said; "I got this lotion as a gift, and it is making me breakout-- can i return it.. " I would absolutely take it back.. b/c i make that product and stand behind it.

Again, Mikes has NO idea WHAT caused this handle to break off.. What (and again i am SOLEY doing this as a friendly debate ) What if, her dh slammed it into the car, or dropped the bag on the pavement.. and the handle cracked off.............. Do you still believe they should take it back and give her another .. no questions asked?!

Again --- please don't take any of this the wrong way.. i am just trying to do a friendly debate.. I have NO problem with the OP or anyone else who disagrees.. We are all scrap friends here! I am just hoping to let people know that it's not always the store's fault or responsibilty.

 

[Caitsmama]

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.

IF --- this item was ONLY manufactured and sold within the last 3 months time frame, then yes.. i can see that they should give her a new bag.. As that would be easy to figure out..
However, if it was an exclusive that was sold UP UNTIL three months ago, then absolutely not.

And kathy, i do agree, rudeness should not be tolerated.. But, always remember, please don't be rude to the mgr. of a store or an associate either.. We are all people with feelings! LOL

 

[Honeybehr1]

I don't believe i read it where she said that.

She said it later in post #6

And out of curiousity -- WHY do you think that the mgr. should have given her the credit..? I just don't understand this........... IF they DON'T know when it was purchased or HOW the damage happened (under what conditions) WHY on earth should they take it back???
I think honestly sometimes "customer service" rules are taken too far by the consumers. I really have to believe - the customers are NOT always right.

I stated in my post why I thought he should have. Its called customer service. He can return it to the mfg for a credit AND keep a good customer. But the problem with retailers is that they dont really care. They figure that you will eventually come back for their product and if not oh well its just one customer. But how many people have read this thread? alot more than just one. SO it will efect the where I shop as well. I have had problems with ACMoore in the past and I very rarely go there (maybe once a year as opposed to 3-4 times a month) Big difference.


Flipping this--- if someone were to come into MY store - and say "Uh, I got this lotion as a gift about 4 months ago -- and i dropped it, and 1/2 of it spilled out -- can i get a replacement?? " -- sorry, but i would have to say NO WAY.
Would definately agree on this.

Now, if someone came into my store - and said -- "I got this nail polish as a gift a few months ago, i have no reciept - but i was using it, and the brush broke apart -- can i get a replacement?" AGAIN-- i would have to say "no."
Basically - b/c you have no proof of when it was bought - or how it was handled to cause it to break-- and in that case, i can't get a replacement from the company.. and i am out the cash for the item. Do you see what i am saying??
You wouldnt stand behind this product. Defective brush.

Now--- if someone came into my store, and said; "I got this lotion as a gift, and it is making me breakout-- can i return it.. " I would absolutely take it back.. b/c i make that product and stand behind it.

To flip this, how do you know she didnt put something in it. Or is lying that this product made her break out. You would only stand behind a product that you made as oppose to one you carry because why? you might be sued because its made by you and you might be held legally responsible.

Again, Mikes has NO idea WHAT caused this handle to break off.. What (and again i am SOLEY doing this as a friendly debate ) What if, her dh slammed it into the car, or dropped the bag on the pavement.. and the handle cracked off.............. Do you still believe they should take it back and give her another .. no questions asked?!

But on the other side, you dont know that he just picked it up and it shattered. You dont know if someone put something in the lotion either. Or was allergic to say strawberries and is blaming it on the lotion.

Again --- please don't take any of this the wrong way.. i am just trying to do a friendly debate.. I have NO problem with the OP or anyone else who disagrees.. We are all scrap friends here! I am just hoping to let people know that it's not always the store's fault or responsibilty.

I agree but its not only the consumers fault either. Retailers make alot of mistakes, dont follow their policies, interpret their policies how they want. So unless its all sales final, than they have to deal with dissatisfied customers.

 

[Caitsmama]

That's right. if I made my product (which i do) and someone said it bothered them - yes, i would definately take it back.. I made it,and i don't want to cause anyone harm. However, Would i take back a product with no reciept, then NO. I should have mentioned that before.. I won't even take back my own product if there is no reciept. It's my policy - it's stated clear on my wall of my shop, and that's all there is to it. I follow all legal requirements for my labeling, and if someone has a reaction to the product - then obviously, they should not continue to use it -- but, all of my products are tested for safety.. so, i know if someone breaks out or has an allergic reaction - it is due to THEIR body - not the general safety of my product. And, if they have no reciept, then i dont' take it back.. sorry. I need the reciepts for MY tax and bookeeping end as well.. I have no proof like you mentioned - if they put anything or tampered with my product in any way.

So, my basic rule -- no reciept, no return. --period.

 

[Caitsmama]

I agree but its not only the consumers fault either. Retailers make alot of mistakes, dont follow their policies, interpret their policies how they want. So unless its all sales final, than they have to deal with dissatisfied customers.

That's right.. but, as i said, I can fit my policy as i see.. it is MY store. I can and will make exceptions to the rules.. like it or not. BUT--- i am never rude.

 

[Caitsmama]

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.
.

So, she is GUESSING at how long ago it was sold.... and for how long it was sold..As far as i know, she is not certain.
Now, you need to go and get their current policy in writing, and follow that. How long ago was the reciept that you have?? If the policy is different than what the mgr. told you, you need to go with the newest policy in WRITING.

 

[ksjayhawks]

Just a few thoughts:

w/o receipt, how does Michaels know that she purchased it? She could have purchased it broken from a gs or consignment store or found it in the trash and is now trying to return it. (I am not saying that she did this or would do it, just that it has happened before.)

Unfortunately people do the above and the rest of us pay for it. They buy things cheaper elsewhere and return them to other stores for more money back or they buy an item to use it for a short time then return it or they abuse time frames on returns.

I noticed this holiday season that a lot of stores are stating that you must have a gift receipt or the original receipt to return items. There has just been too much abuse by people.

I have learned to keep receipts on a lot of items "just in case".

Is the bag totally unusable? You cannot use it for storing materials? Do you have a luggage carrier that it could be put on and rolled around? If not, those are fairly cheap.

Bags--scrapbook and luggage--are not made to be pulled up by the rolling handle. They will break. That handle is for rolling, not carrying.

I would try the manufacturer and see what they say. If they were rude to you at M's, then I would contact the area mgr, but if M's was only doing their job . .

 

[Caitsmama]

Thank you, thank you , thank you! That's what i am trying to say! LOL.. But i am way to tired tonight to debate.. LOL, the OP hasn't been back on to post an update, so hopefully all went well?

Oh well......... i am spending too much time on someone else's problem, i have swaps to finish! LOL

Buffy --- do i hear that whip cracking?!

 

[BernardandMissBianca]

back to work people!! I say we hold our debate until the OP comes back with a response to our suggestions. I wish I could see the bag, I could probably fix it. Call me MacGyver, DH taught me well.

Besides the game is on and I'm giving Nancy a hard time, telling her the Patriots are going to corral the Colts.

 

[PrincessNancy96]

back to work people!! I say we hold our debate until the OP comes back with a response to our suggestions. I wish I could see the bag, I could probably fix it. Call me MacGyver, DH taught me well.

Besides the game is on and I'm giving Nancy a hard time, telling her the Patriots are going to corral the Colts.

I heard that.. I've been following this thread..and opted not to get involved w/ the debate until the OP came back.. and yes, I'm going back to watch my game!

 

[BernardandMissBianca]

I heard that.. I've been following this thread..and opted not to get involved w/ the debate until the OP came back.. and yes, I'm going back to watch my game!

I'm DISing and watching at the same time!

 

[Tigger1221]

Sorry its been so long. I only work on the weekends, so they are stressful.

My MAIN problem was how rude the manager was. He basically told me I was lying about the broken bag and kept asking me for all the pieces (I could never find them all). He just kept saying the return policy was 90 day which he claimed was 2 months and he couldn't help me. The cashier was nice, the 1st manager was willing to help but not the 3rd.

I really like this bag and am going to try and fix it I won't be able to roll it but is more for storage so...
I was really stressed and that pushed me over the edge that day. I probably didn't handle it as well in the store as I should have but was so angry at him. I just left.

I will contact the manufactuer and really hope maybe they can replace it!! If not oh well I am over it and ready to move on their loss not mine. I spent alot of $$$ there!

 

[Grumpy's Gal]

it must vary by store location or manager --

I bought a sizzix die cut from Michael's and it had a flaw when it cut and I took it back without a receipt and exchanged it for a new one.

I just showed them how it cut and even the little piece of paper that had been cut and included in the box when it was new was faulty -- don't know how it ever "passed as ok" and got to a store.

Anyway, I haven't had any problems with Michael's so the return policy may be on a store by store basis. (or a mgr by mgr basis.)

 

[Caitsmama]

Grumpy's Gal, IMO - your story is different than the OP's..

Tigger1221 -- Hope you get things worked out.. good luck! Keep us posted.

 

[nettii]

I just want you to know I didnt read all the posts just the first few but, I was just in a Micheals in Mich. and they were rude to me when I wanted to return an item they over charged me on. I bought 2 identical items one was more than the other and when I asked nicley she said this is the way its priced and it wasnt on sale! When I said Id like to return it they wouldnt give me my money back just a store credit. She was not nice in her tone or her attitude and it made me mad!

Hope you have better experiences nest time you go! Nettii

 

[lindseesmom]

Did you all notice that Michaels is spelled wrong? It is not Micheals!!
Anyway I shop more at AC Moore as the selection is better.

 

[nettii]

sorry just a typo

 

[Grumpy's Gal]

Grumpy's Gal, IMO - your story is different than the OP's..

We both had something purchased from Michael's, neither one of us could prove it came from Michael's, we both felt it was faulty, we both had no receipt to return it, we both wanted to return it....

I was just pointing out that I bought my Sizzix die cut from Michaels' and no, Michael's didn't know for a fact that I actually bought it there, I had no receipt, my item was also faulty, and they let me exchange it no problem at all. I think it MIGHT really depend on the store and the manager what the return policy is. Who knows?