Complaint Review: Michaels
Michaels Michaels Arts and Crafts, Michaels Framing Costly, Un-Professional, Terrible quality Johnson City Tennessee
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Long story short: Overpriced, under-qualified, unprofessional, disappointing. Don't waste your time/money on getting anything framed here.
Having grown up with my family owning a small custom framing business, I am pretty educated on the basic matting/framing procedures and expectations. I will admit, I have extremely high standards for what I expect out of a service. You get what you pay for, right? Try again.
I took four pieces of artwork to be framed into the Johnson City, TN location on 06/09/2014. After picking out virtually the most basic options for the pieces the total came to $950.30, here's the best part... THAT WAS WITH A 60% OFF COUPON!!! For that amount of money I was expecting a flawless result. They estimated the pieces would be done on 06/21 and on 06/20 I received a phone call that they were ready to be picked up a day earlier than expected. I was relieved because I am moving to another state on 06/25 and won't be anywhere near the store location.
I went to the store on 06/20 and took a quick glance at all of the pieces. I was in a huge rush and didn't really pay attention to detail until we got to the last piece where the cashier advised me of a scratch on the glass. I figured that since I almost missed the scratch then I should probably take a second look at the ones I had already signed off on. After taking a closer look at each piece I realized there were various issues with them. From shotty mat cutting to dust under the glass of EVERY SINGLE one, I was less than impressed. She advised me that she would have the framers replace the glass/dust the pieces for me and get them to me ASAP since I was on a time crunch. I was disappointed, but thankful for their help.
I left the store and called the customer service line to voice my concern over the quality of workmanship that was provided to me. They forwarded the information to the assistant manager and said she would get back to me. On 06/21 I received a voicemail from the assistant manager. She advised me that the order was ready and she had "gotten it all cleaned out, she inspected it and it seemed to look fine". The tone of the voicemail wasn't overly friendly, but acceptable. I would've liked for her to say something like, "I'm sorry for the inconvenience" or even have some sort of apologetic tone. She didn't, but I was so relieved and utterly impressed that they were fixed so soon, so I let it go.
I went to the store the same day (06/21) and had a family member accompany me since they could fit the pieces in their vehicle. When I got to the framing counter I was quickly helped by an associate. As I was waiting, the assistant manager walked by and asked the associate if my order was the one that had to be fixed, which it was. I received no introduction from her, no fake apology, not even eye contact. The associated brought out one of the pieces and the assistant manager said we would inspect it together, okay cool.
I asked her for a white cotton glove (standard in fine art stores) because I wanted to make sure that the dust was not on the inside of the glass and to verify that there was white residue (from a previously cut mat) on the edges of the mat board. The glove that she handed me was filthy. For as cheap as those gloves are, there is no excuse that it was still being used the condition it was in, especially since I knew they were handling customer's unframed artwork with it (it could've left residue on the client's pieces). I advised her of the dust/residue to which she hastily replied, "show me", so I did.
She said that they would have to wait for the materials to come in, and it would take about two weeks. I reminded her that I was moving in five days and wouldn't be in the area for a very long time. There wasn't anything that could be done about the time frame, so my relative said they would pick up the piece when it is ready and then I could get it from them next time I see them (about six months). With that, the assistant manager disappears into the back room and I send my concerned relative on their way since I don't need their assistance with transporting the larger piece.
At this point, I am getting various looks from customers that confirmed to me as to how I was being treated. Granted, it wasn't terrible, but still not overly friendly. Notice a pattern? The assistant manager stayed in the back room while I went over the remaining three works with the associate. The second piece we looked at was dust free, however there was a NEW 3-4 inch scratch on the outside of the glass. I advised her of this, she agreed and said that the glass would need to be replaced and took the piece into the back room. As I am standing at the counter as I listen to the assistant manager talk about me in the back room (to the now 3 associates that have joined her in the back). Needless to say, I am visibly upset.
I waited for someone to come out with the third piece for around 15 minutes. Various employees noticed how long I was left standing at the counter and asked me if I was being helped. When the associate finally appeared I asked for her to get the assistant manager so that I could speak with her. The assistant manager came to the front and the associate went back into the back room. I sincerely apologized to her about being so difficult to deal with and explained that I just have probably have too high of standards when it comes to framing.
It wasn't necessarily what she said in response to me that made me angry, however the delivery and tone of it all. Reminder, there has not been an apologetic word/tone in any sense from her what so ever. I think that the reply from her was my last straw because as she was walking away I told her that she could "lose the attitude". She jerked around and said, "no ma'm, trust me, there is no attitude here", and then went into the back room. This would be the last time that she would come to the front in my two hour long visit.
The other customers who were standing next to me were in shock, as was I. I apologized to them for my comment and said that I had spent close to a thousand dollars on framing, that I was beginning to question the quality of the workmanship, this was my second time having to send all of the pieces back to be worked on, that I had now been waiting for over an hour, and that the management in the location was sub-par. They agreed with me on all accounts and stated that they were treated poorly by a various associate there as well. Luckily, their piece was to their liking and they checked out and left. It was an additional 15-20 minutes before the third piece was brought to the front for inspection. At this point I realized it wasn't worth my time/energy and to just accept it for what it was.
The fourth piece was unsatisfactory as well, so away it was whisked to the back to be cleaned. Another twenty minutes go by and i'm left alone at the counter until an associate brings the piece with the fixed glass to me. She tells me that they are almost done dusting one of the pieces and that it should be ready in about five minutes. I take the two pieces of art out to my car, move my car to the front of the store, and then run inside to get the third piece I would be able to take home. It isn't done yet, but she says it should be about another five minutes.
I tell her that I have to leave, as I had an appointment at 5:15 and it was almost 5. She promises that it will be ready shortly and I tell her I will just get it the next day because I couldn't wait any longer. So TWO hours later, I get TWO out of FOUR things I dropped off TWO weeks ago, and now I get to wait an additional six months to receive the piece that is taking TWO more weeks to be fixed. I never got an apology from anyone however I probably apologized at least a dozen times.
I left the store red-faced, incredibly disappointed, and crying. I called the customer service line on my way to my appointment and explained the situation to them, to which they will forward to the manager and the general manager. I imagine I will hear something from them on Monday, but figured I would go ahead and post about the situation that happened today.
This report was posted on Ripoff Report on 06/21/2014 06:53 PM and is a permanent record located here: https://www.ripoffreport.com/reports/michaels/johnson-city-tennessee-37615/michaels-michaels-arts-and-crafts-michaels-framing-costly-un-professional-terrible-qua-1156558. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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