Poor Customer Service

Posted Tue June 21, 2011 9:35 pm, by Jennifer R. written to Michaels Stores

Write a Letter to this Company

On Saturday July 18th I went into the Michaels store in Carle Place, NY. I was looking for the copic markers which are new to Michaels. I went to the art dept where the markers were suppose to be located and was very happy that they had a display set up and a pad of papers which told you to take a sheet, mark which colors you wanted and go to the front registers to pay and get your markers. I wait on line upfront for about 10 minutes and when I get to the cashier she has no idea where the markers are held, she asked another cashier up front who told her to page someone. The person called back after the second page and she told me I had to go to framing because that is where the markers are located. So I go to framing and both associates are helping other customers so I wait 15 minutes because I didn't want to cut in their helping other customers. I didn't mind waiting at first because the cashier told me the markers were located behind the framing dept and they would get them. So finally one of the associates is done with her customer and I'm next. I then give her the sheet with the colors of markers I'm interested in. She gives a blank stare, then goes into the marker aisle and checks back room and then tells me they aren't in yet. So I ask for a manager just to make sure because I know this item was suppose to arrive already and because they had these papers out stating they had them. The manager calls framing because I guess she is too busy to come talk to me. She finally comes out and says they probably just set up the display without making sure they were in stock. She checks the front cabinet displays and tells me oh well they aren't in. She could care less that I waited so long at this point. As a retail manager I know all the stock that comes in and out of my store and I would have done more to find these items or at the very least taken the customers name and phone number to call when I was able to find them. I contacted Michaels corp through email on their website and never heard back. I will no longer be shopping at their stores.

Train managers better in customer service, don't put out a display like you have something when you don't.

Log In/Create an account | 25 comments

del.icio.us      Digg this

PlanetFeedback Comments are subject to strict terms and conditions. We reserve the right to deny site membership privileges to any individuals acting inappropriately.

Re: Poor Customer Service by T. B. Posted Wed June 29, 2011 @ 1:31 PM yeah I would have been a tad put out too. They are usually better about Customer Service then this... Reply Re: Poor Customer Service by RedheadwGlasses Posted Thu June 23, 2011 @ 8:21 AM Argh, so after waiting *30 minutes* or more, you still had/have no markers? I'm also willing to bet that the markers are still in a box in the back storage room, just waiting to be put on the floor, but that was more work than the manager wanted to do at the moment. Reply Re: Poor Customer Service by Casmly Posted Wed June 22, 2011 @ 7:45 PM I think you are completely within your right to be upset. It's not as if you are screaming about the fact that the product isn't in yet. You're complaining that they put a display up directing you to the registers just to give you a huge runaround. Sure, as others pointed out the cashiers aren't going to know all of the new items in stock. However, this display specifically directed you to the registers. The cashiers certainly should have been informed where the merchandise was going to be held. And, if you were supposed to be going to the framing area, there should have been a sign directing you there instead of to the registers. Sadly, it sounds as if someone made a big mistake by putting the display out before the merchandise was in. Either that, or they neglected to inform anyone else where the merchandise was. Reply Re: Poor Customer Service by olie Posted Wed June 22, 2011 @ 6:31 PM Did this happen "on Saturday July 18"?? Or did you mean June 18(which was indeed a Saturday)? You e-mailed Michaels corporation through e-mail and "never heard back". You're talking 3 days here. Give them a little time to research. Reply June by Jennifer R. Wed June 22, 2011 @ 6:53 PM i think the op was saying.... by Chadg Wed June 22, 2011 @ 8:01 PM Thank you, Chad. by olie Thu June 23, 2011 @ 7:21 PM Dont Worry About It Jennifer by Shantel P. Wed June 22, 2011 @ 8:28 PM They mostly do that with stupid letters, though. by Steve OH (IO) Wed June 22, 2011 @ 10:54 PM LIKE! by MA Cunningham Wed June 29, 2011 @ 8:25 AM Considering.. by Harleycat Thu June 23, 2011 @ 12:59 PM Re: Poor Customer Service by Jennifer R. Posted Wed June 22, 2011 @ 6:12 PM I am a manager in a larger retail store and know all my stock. I didn't expect each employee to know I expected the manager which is why I asked for her. They shouldn't have had the sheets out to buy them without the product. This product was due weeks ago in all their locations. I know not everything is in the backroom I'm not an idiot. But this item is in stock just no one knew where including the manager. Reply Unfortunately.. by Harleycat Wed June 22, 2011 @ 6:52 PM levittown by Jennifer R. Wed June 22, 2011 @ 6:55 PM That would pretty much,, by Harleycat Wed June 22, 2011 @ 11:24 PM Of course even when they do become available ... if they're this popular I wonder if they'll go fast by PepperElf Thu June 23, 2011 @ 9:04 AM If I remember by Fungramma Thu June 23, 2011 @ 7:01 PM markers by Jennifer R. Thu June 23, 2011 @ 11:07 PM $7 EACH???????? by MA Cunningham Wed June 29, 2011 @ 8:27 AM Re: Poor Customer Service by PepperElf Posted Wed June 22, 2011 @ 7:25 AM You yourself said this was a brand new item. It's really not surprising that not every single employee was familiar with it or knew what it was yet. As for telling them how long you've waited... that doesn't make stock appear out of thin air if they don't have it. Not all retail stores have a magical "stock" area in the back that holds everything you might ever want for the next thousand years. Reply Years ago... by Fungramma Wed June 22, 2011 @ 9:14 AM I like you already, Fungramma! by MA Cunningham Wed June 22, 2011 @ 12:35 PM It's like that at the clinic I work in. by Maegan Z. Wed June 22, 2011 @ 2:31 PM You just described by Fungramma Wed June 22, 2011 @ 8:17 PM I've had that customer by Peregrina Wed June 22, 2011 @ 2:52 PM