Pete K Ort

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| map-marker Garfield, Michigan

Michaels - Employee feedback

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Michaels - Employee feedback

RE: Customer Interaction at Store 4719

Good day,

Im contacting you today with regards to the store in Traverse City, Michigan, store # 4719.

Im a very frequent customer of the store, and a loyal customer despite Hobby Lobby being directly next door. I shop in your store almost daily.

Lately I seem to be having difficulty at the cash register getting credit for the coupons I use.

As I said, Im in there almost daily, so coupons mean the difference between your store or Hobby Lobby. While I prefer Michaels, the staff leaves a great deal to be desired.

I am disabled, as well as a military veteran. I take advantage of your app, your military discount and every sale and every coupon I can find. Its either that or I shop elsewhere.

I have always received my military discount plus whatever coupon I may have. This week, apparently things have changed.

I tried making a small purchase, (see receipt below) and the cashier couldnt apply my military discount. I was told to call corporate and explain, and they would issue a credit to me, which made zero sense to me. I know how the system works, and I know that my military discount is tied to my telephone number and my rewards, coupons and specials, are tied to the TOP bar code visible off the app or email.

Tonight, I couldnt get either. I asked for a manger and was met by (a very sloppily dressed woman named) Liz, who assisted the clerk, obviously new and untrained. I explained that they needed to scan both the barcodes on my coupon and enter my telephone number, but they wouldnt listen. They stated that the coupon couldnt be used on siser products (Not true) and Id need to contact the corporate office for resolution on my military discount, which can never be used with any coupons, since doubling up is something Michaels does not do.

My military discount is not a coupon and I was not doubling up. Liz insisted (very rudely) that I call Michaels and have them fix it, because my telephone number (231-421-****) is not linked to any military discount. I had a rather heated discussion over the matter, as I probably knew how to do things better than the cashier, and equally better than the manager. Again, I shop there almost daily.

Eventually, I did get some kind of discount, I dont know what or how, as your manager lost her self-control and failed to politely and correctly explain anything.

I told her I would definitely be following up with corporate for resolution. Unfortunately, she forgot to provide my receipt. That has never happened to me at this store before, and I dont think it was by accident.

I had to go back into the store to get my receipt (did I mention I am disabled?) and Liz was at the front registers laughing with two cashiers over the encounter. I came in and asked for my receipt, which she had in her hand, and I commented that you REALLY dont want me to call do you?

Because you know its pretty hard to do without a receipt. Liz simply looked at the other two employees and laughed.

I find that the actions and attitude of your store manager on September 11,2021 at 13:05 were abhorrent, humiliating and extremely disrespectful. I feel that I have EARNED my military discount and absolutely promise you that I will never beg any store employee to follow corporate protocol and provide me with that benefit that I have earned. For her to treat me so disrespectfully in front of her employees and other customers was unwelcomed, inappropriate, and just plain rude.

I feel embarrassed over the additional attention drawn to me because your manager and your cashier were not properly trained on how to apply a military veterans discount, I am disgusted that I had to argue over a small percentage off for a coupon I wanted to use and that I had to instruct your manager of all people, to read the fine print of what coupons can be used on which products. The fact that at least one of the two employees was obviously in training lends credence to support that the attitude displayed by your manager is not only acceptable but encouraged. Unfortunately, their inappropriate behavior and conduct certainly blemish the corporate vision of the importance of military service and sacrifices, since after embarrassing me and making me fight once again, they chose to make me fight for a small discount in appreciation of military service. It absolutely churns my stomach reliving this rude and unprofessional encounter at your store.

Id expect more from a national brand and am saddened to know that every time I want to use my military discount in your store, I need to be prepared to conduct a training session with employees, and I should expect humiliation and disrespect from your manager.

Please let your store manager, Liz, know that a disabled military veteran is fully aware of what she said to her employees after I left. I walk slowly and I wasnt out of the store (or hearing distance) and I dont appreciate her childish comments nor do I appreciate her with holding my receipt in the hopes I had no identifying information for the transaction. I did hear her, and I DO have my receipt now.

I find no humor or appreciation for her inexcusable conduct. I found her comments as repulsive as her conduct.

Respectfully,

/S/

Pete Keeney

September 13, 2021

View full review
Cons:
  • Poor customer service poor shipping

Preferred solution: Apology

1 comment
Guest

Sister brand DOES accept coupons. Cricut brand DOES NOT accept coupons.

The Miliatry Discount is in essence a coupon that comes off of regular price or sale price items…it does NOT come off of an item that a coupon is applied to. There are also exclusions as to what the military discount, senior discount and teacher discount…which are the same exclusions as all coupons…a partial list includes books, Cricut products, clearance, Great Buy products, Christmas trees etc.