Michaels Stores

I was at this store about 1:30pm on 7/13/2023. My 10 year old daughter and I were having a special day together and I was helping her pick out something for her new room. She was thrilled to find the spring flower gardland under the 60% off sign along with other sale garlands. When we went to look for the tag, there was not an official tag. There was a hand written tag taped to each one with a sku that stated $31.99. Given the other gardlands were all between $15-$30, nothing struck me as odd about this.. We had 4 in our cart (all marked the same way with a hand written tag).

We get up to the register and start checking out our items, and when she rings it up... she states that the garland was originally $80 something dollars. I point out that it's not correct, it says it is $31.99 on the tag. She says that the price marked is the sale price.

I asked to speak to a manager because at this point, I'm hoping that the manager will do what is right and accommodate the mistake that the Michaels employees made when making the hand made pricing tag. My daughter spent a lot of time trying to find the perfect item and now they are saying the price went from $30 to $80. After she radios, a dirty blond lady comes to the register with what seemed to me to be an attitude right from the start... asks whats going on. We explain to her that we have these items marked with a tag that say $31.99 under a huge sign that says 60% off garland (with NO other full price items around)... I politely ask if there is something she can do to help me because my daughter was really excited about these but I cannot afford to pay the price she is now telling me that they are at the register. She radios to someone else (probably management) and starts to explain that the tag is off and that "jane doe" hand wrote a tag... and I had to cut in and say... and marked it incorrectly.

It seemed as though she was afraid to admit that someone made the error.

It seems she gets some sort approval to make an adjustment, so she starts messing with the register trying to apply the discount. Then stops, looks at me and says "the best I can do is $25 each"...

We added up how much it would cost at the beginning of our browsing in the store.. we even calculated with the discount. She was planning on spending $12each based on the price and sale price advertised. She was buying two for herself and I was going to purchase two for her. If you want to view cameras and audio, you will see all of what I am explaining.

So, we are planning on spending $48 for these 4 garlands, and now she's saying that we would have to spend $100 for all of these garlands. At this point, it's the point behind it. This lady has a total attitude about the whole thing. I understand she was irritated with HER staff but there is no reason to take that out in front of a customer... What she should have said was:

"I'm so sorry that WE made a mistake but the best we can do to fix it is to offer you them at $25" and let me make a decision. Instead it was clearly irritation and $25 is the best I can do, pretty much take it or leave it lady.

At this point, I am honestly doing all I can do to keep calm because I have spent a lot of money at Michaels over the years and I don't appreciate being treated like I'm trying to hustle Michaels for a mistake that one of their employees made. I understand its a loss but I am also a business owner myself, and when we make mistakes... we fix them and apologize. We don't make people feel like we're inconvenienced by doing our job. Plus it's a little kid and her money.

After she told me "the best I can do is $25ea" I told her we would not be taking them and that I really don't appreciate the attitude she's had since she came up to the register. We shouldn't be treated badly because someone here made a mistake and then they start responding with "we're not treating you badly". I guess that is everyone's own opinion. As a business owner who's been in customer service for most of my life, I certainly wasn't treated well.

My daughter literally walked out the door saying "I don't want to come back here again"... and she's 10.

I'm extremely disappointed with our experience and feel that it should be delt with. If Michaels didn't take that loss, the employee who did it wrong should have. I understand there is no law that you have to honor the price when an error is made but it should be for good customer service and return customers.