Michaels Stores review: Terrible store management and customer service!

Today (11/18/2020) I went to my local Michaels to purchase 1 item...

1. The Dunes On Monterey Bay

121 General Stillwell Dr
Marina, CA 93933
(831) 384-0562

Upon entering the store at approximately 4:00PM PST I counted 15 people in the single, wrap around line of customers waiting to be checked out. By the time I found the one item I needed and returned to the front end to be checked out. I counted 19... Most of whom were irritated and complaining about only two checkers working the front end.

Prior to getting in the ridiculously long line I noticed a small, very young, african american lady (she did not have a name badge on) near the front end pushing a stocking table around. I politely asked her if there were any other checkers she could call. Her reply was "no, we only have two right now!" I asked her if the store manager was in the store. She told me that he was, but he was busy in the back. I told her that I would like to speak to him. I heard her make the call to the manager as she walked away from me. I spent 15-20 more minutes in the store and the manager never came to the front end to speak to me.

Finally another checker opened up and guess what? It was the young lady whom I spoke to just a few minutes ago who old me there were only 2 checkers. Apparently the manager that had not responded to my request to speak to him told that young lady, who lied to me saying there were only two checkers when she in fact was a third checker... Sad employee!, to open a check stand. As a matter of fact she checked me out looking very nervous. I told her to relate to her manager that a customer was not an interruption of their business - they were his business!

Having been a multi state corporate manager for the country's largest retail grocery chain (at the time), had I walked into a store of ours and found the same situation, I would have terminated both the employee and the store manager on the spot and I would take care of the store's business and management until closing when I would have dealt with appointing an experienced store employee to open the store the next morning.

There is no reason for this kind of inferior management and substandard customer service. Apparently the store manager does not care, however I hope there is someone in district or corporate management that does!

Alan Rider

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