Michaels - Lethbridge, Alberta T1J 4L9 (Park Place Mall Shopping Centre)

Poor customer service | by Desirée  on May 11, 2020

I just had a very bad experience with this store. I ordered a gift online but then had to cancel my order. I attempted the 1-800 number as well as the online chat, but neither are available because of high call volume. I phoned the store and the employee told me not to worry about my order, because if I just left it as is, it would automatically be cancelled and I would be reimbursed, within just a few days. A few days later I got an email thanking me for picking up my order at the store!!! I phoned immediately and the girl put me on hold right away. Then she told me that I needed to phone the manager the next day. So I did. The manager wrote down my name and number and said she would call me back the same day. Hours went by so I phoned back. She admitted that my order had in fact been given to a random person!! Her tone was condescending, she didn’t apologize and she tried to justify the mistake. She said if I wanted a refund I would have to come in to the store to get cash. (And we are avoiding cash right now because of the pandemic! I ordered with a credit card.) Going to their store means driving an hour out of my way. So, I asked if they could contribute towards my fuel because times are tough right now and she said no and that I should be more understanding of a mistake. So much for customer service!