Contact Michaels Stores Support

So I ordered online from our local store yesterday, May 28, 2021. I received a text confirmation at 11:15am that my order had been received and they will notify me when it’s ready to pick up. Well it’s now 8:15pm May 19, 2021 and I just got off the phone with the manager. This is how that conversation went down. The first person who answered the phone answered it by saying welcome to Michaels, this is (name given) how can I help you? I asked if a manager was there and could I speak to them. She said yes one moment. I waited a little while, not long then I heard a voice say hello? I said hello, is this the manager? She replied yes. So I asked her what is your name. ( Why did I have to ask a manager this?). She told me her name, then I asked about my pick up order I ordered yesterday but never received notification it was ready. The manager put me on hold and went to check my order. After a bit she came back on the line. Oh my gosh she told me they were in the middle of a reset so they didn’t get my all my order pulled. WHAT? This is the 3rd time I’ve had issues with the store not getting my orders pulled or shipping to the store and the store never calling me to say the order is there. I’m done with Michaels for awhile. The app is ok but it’s nothing without customer service.

Horrible!! I tried to cancel an order five minutes after I ordered it, and they have nothing on the app to be able to do this. Even on the website for Michael’s, there’s no place to cancel an order. I even called customer service five minutes after I placed the order, and they could not cancel it as well. They say they can only cancel curbside pick up, but cannot cancel an item that’s going to be shipped, even after five minutes that you place the order. I explained to them that I thought everything was coming from curbside or pick up from the store, and I didn’t realize a portion of the items were being shipped. Then they told me that you can cancel the order within an hour after placing it. I explained to them that within the hour I did cancel it, and they would not allow the cancel to go through and that it was not possible for items that are being shipped. I even called the store that’s shipping it, and they said they cannot cancel the order, even though they have not even packaged it. I have been on hold for over an hour calling back-and-forth, and still no results. Horrible app, horrible customer service for the 800 number too! Horrible horrible horrible!

Do not buy online from Michael’s even if it’s an item that is only available online. If you make an error on your online purchase they will not do anything to assist you and say their system cannot change or cancel an order unless you contact them within 30 minutes. Yes 30 minutes of your order. Because of their app being difficult to use I purchased for Christmas trees online which were not available in stores and only found out that I erroneously ordered four because we checked the bank statement a couple hours later. Upon calling them the same day they told me their system would not allow them to cancel the order because I did not call within 30 minutes. This is not customer service whatsoever. Given the current state that we are all dealing with Covid, financial stresses, Christmas stress, etc. You would think that a corporation as large as Michael’s would have some flexibility in order to satisfy customers who clearly made an error in their order and it was not a situation of buyers remorse. Never and I repeat never buy online from Michael’s unless you are sure within 30 minutesThat your order is 100% correct.