Amanda helped me originally in the framing department, and she was delightful. She really is an asset to the company. She knows her stuff, and in my estimation, should be the manager here. To be fair, my order was originally placed at the end of July, and it took me a while to get the photograph just right, having taken a photoshop class in the interim since placing the order. I DID stop by to let Amanda know to take my order off of the schedule, being sensitive to their scheduling as I am as a former picture framer. When I brought the print in last Saturday, I had just called to confirm that Amanda was working. The African American woman who answers the phone there is extremely rude and abrupt, and nearly every time I've called there, she has cut me off while I was talking to put me on interminable hold, or given me erroneous information about whether Amanda was working or not. Knowing this, I literally walked out the door immediately, and was there in less than 10 minutes, by which time I was told Amanda wasn't working. Frustrating, because I trust her, and didn't want to work with anyone else there. There was a nice heavy set black guy who took my artwork, and checked with Dawn to see if they could fit it--I didn't ask for it to be fit right away, but he seemed to think I might be in a hurry to get it back, and I had explained that the frame should already be built and ready for the artwork to be installed. Dawn said they would try to get it done that day, or they would have it done by Sunday, which was really great. I asked her if they would call when it was done, and she said they would. Something told me they would not, given how hard it is to get through to a live person in the framing dept. with the laissez faire attitude of the woman who answers the phone, and the fact that there is seemingly a shortage of staff in the framing dept. Of course, I was right. Nobody called me. I called on Monday, because I had told my client it should be ready by Tuesday, giving myself a couple of extra days for leeway. Dawn said it was ready. I took a look at it, and after all of that, I had to come home and refit the thing myself because there was trash all inside the glass. Dawn said it would be "a few days" until they could refit it. She said she was aware of the problem fitting it, and that it had been really difficult to get the dust off the photo. When I asked her if they had used the air compressor (found in every frame shop I've EVER worked in) to try and spray air onto it to remove the dust she told me they didn't have a one. This is unimaginable in an operation of this size. I worked in framing for over 20 years at much smaller operations than Michael's, and never, EVER worked anywhere where they did not have an air compressor for this purpose. It's frankly unimaginable in that business not to have one. Pressed for time, I got my fitting fee refunded, and took the piece home myself to refit. Heck, even WITHOUT a compressor to blow the particles away, I did a better job?!
The aforementioned receptionist at this store is a piece of work, and deserves particular mention. It was obvious from the very first interaction I had with her that she had an axe to grind with me from the get-go. The topper was the Saturday I came in there at 3:40 after having just called to confirm Amanda was working, only to be told she was not when I got there. The receptionist obviously knew my voice, as she demonstrated the following Monday when I called to ask for Dawn, who was not working, and as I hesitated when I struggled to recall Amanda's name (I have trouble remembering names), and she said, "You mean Amanda?" I knew right then from the fact that she knew who I was calling for that I had somehow irritated her, and made a mental imprint with my voice, although for the life of me I can't figure how. At any rate, she had a penchant for putting me on hold, necessitating my calling back, again and again, just to get a person on the line. She is the primary reason I will not be returning to Michaels. She is not doing Michaels any favors as the first voice one hears when calling there. She has a bad attitude, and is obviously a might vengeful when she doesn't like someone for one reason or the other.
I won't be returning to Michael's. I vote with my dollars, and do not throw money to companies that don't deserve it. Their ineptness in providing even the most basic services, like friendly and helpful interactions on the phone with a receptionist, who is the ambassador for their company when calling there for help, is the main reason I will go back to my "basement framer", who may not have the best selection, but whom I can always trust to get the job done well at a great savings, WITHOUT having to deal with the rudeness and attitude I experienced trying to get through to the framing dept.
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