SmallBizGenius Analysis
Michaels receives mixed feedback, with many customers praising the variety of products and helpful in-store staff, while others report issues with online orders, shipping, and customer service. The inconsistent experiences make it crucial for small business owners to weigh the potential benefits against the reported drawbacks.
Category Breakdown
Scores based on analysis of 288 recent reviews
Customer Service
4.0/10Many reviewers report negative experiences with customer service, citing unhelpful or rude staff, long wait times, and difficulty resolving issues. Some customers describe employees as "disgruntled" and "miserable," while others mention being ignored or treated disrespectfully.
30 reviews mention thisShipping and Delivery
3.5/10A significant number of reviewers complain about issues with shipping and delivery, including damaged items due to poor packaging, delayed orders, and orders being cancelled without explanation. Several customers report receiving broken or missing items, with some noting a lack of packing material to protect fragile goods.
25 reviews mention thisOnline Ordering Issues
4.5/10Several reviewers describe problems with Michaels' online ordering system, such as website glitches, inaccurate stock information, and difficulties with returns. Some customers report that items listed as in stock are actually unavailable, leading to cancelled orders or frustrating pickup experiences.
20 reviews mention thisIn-Store Experience
7.0/10Some reviewers praise the in-store experience, highlighting helpful and friendly staff, well-stocked shelves, and a pleasant shopping environment. These customers appreciate the ability to browse products in person and receive assistance from knowledgeable employees.
15 reviews mention thisProduct Quality
6.0/10Reviews regarding product quality are mixed, with some customers satisfied with the materials they purchased and others expressing disappointment. Some reviewers complain about the poor quality of certain items, such as yarn that stains hands or paint that doesn't provide adequate coverage.
10 reviews mention thisCoupons and Discounts
6.5/10Some reviewers appreciate the availability of coupons and discounts, while others find the coupon policies confusing or frustrating. Several customers mention receiving coupons after making a purchase that cannot be applied to the current transaction.
8 reviews mention thisPros & Cons
What Customers Love
"I really loved how a staff member named Allison who works at the Dartmouth Nova Scotia was very helpful and friendly ."
"I do a lot of arts and crafts at home, and whenever I need anything I know exactly where to go.... I go to Michaels. I find everything I need at great prices! I'm a very happy customer."
"Today, I was in a hurry and decided to go local. I was pleasantly surprised by the service."
"I love this store. Paint is always on sale and I never have to wander around looking for something, since I know exactly where it is."
"Demetri location Warner Robins store very professional and pleasant he had done an awesome job on my frame I will be back on other projects!"
Common Complaints
"I ordered fragile ceramic Day of the Dead decor for an event coming up in 4 days. When I picked up the box I could hear the pieces rattling around - dismayed to find upon opening that there was ZERO packing material."
"I have never been treated so awful. Three disgruntled workers hating their jobs and lives. Miserable workers that treated me like i was invisible first thing in the morning is unexceptable."
"3x since Halloween I went looking for items their website said were on shelves - even provided aisle locations. Nothing was in stock."
"The app is sluggish and freezes often."
"I asked a young woman where I could get 3 yds. cut for purchase. She said she could help me. Unfortunately she had no idea about how to cut fabric."
Common Questions About Michaels
Answers derived from customer review patterns
Is Michaels legit and trustworthy?
Michaels is a well-known arts and crafts retailer, but the reviews reveal a mixed reputation. While many customers have positive experiences, a significant number report issues with online orders, shipping, and customer service. The prevalence of complaints about damaged items and inaccurate inventory information raises concerns about reliability. Therefore, while Michaels is a legitimate company, trustworthiness can vary depending on the specific location and the type of purchase.
Based on 45 reviewsDoes Michaels have good customer service?
Customer service is a major point of contention in Michaels reviews. Many customers report negative experiences, citing unhelpful or rude staff, long wait times, and difficulty resolving issues. Some reviewers describe employees as disinterested or poorly trained, while others mention being ignored or treated disrespectfully. However, some reviewers have had positive experiences with friendly and helpful staff, suggesting that customer service quality can vary significantly by location and employee.
Based on 30 reviewsIs Michaels worth it for small business?
Whether Michaels is worth it for small businesses depends on their specific needs and risk tolerance. The wide product selection and convenient store locations can be appealing, but the numerous complaints about online order fulfillment and customer service are significant drawbacks. Small businesses that rely on timely and accurate deliveries may want to consider alternative suppliers with more consistent service. However, if a small business needs immediate access to a wide range of materials and is willing to accept the risk of potential issues, Michaels could be a viable option.
Based on 20 reviewsWhat is Michaels' return policy like?
The reviews do not provide comprehensive information about Michaels' official return policy. However, some reviewers mention difficulties with returns, particularly for online orders. It's advisable to check Michaels' website or contact customer service directly for the most up-to-date and accurate information regarding their return policy before making a purchase. Be sure to retain all receipts and packaging materials to facilitate any potential returns.
Based on 5 reviewsWhy are Michaels' online orders often damaged?
A recurring theme in the reviews is that Michaels' online orders are often damaged due to inadequate packaging. Many customers report receiving broken or crushed items, with some noting a lack of packing material to protect fragile goods. This suggests that Michaels needs to improve its packaging procedures to ensure that items arrive in good condition. Customers should be prepared to inspect their packages carefully upon delivery and contact customer service immediately if any items are damaged.
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