Michaels Stores
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Very Disturbing Customer Service
I received a 20% rewards coupon in the mail for an entire purchase for items that were either on sale or for regular priced merchandise, and which can be used in store or online. I selected two frames. When I went to pay for my online cart, the discount did not come off. So i contacted customer service via chat. I provided them with the two item numbers I was trying to purchase, and after wasting a total of 37 minutes without a resolution, they advised me that the discount did not apply to clearance items When i explained that neither of these items were clearance, they then came back with that the discount did not apply to BOGO . I explained that neither of my items were on-line BOGOs and were just on sale (covered in the coupon terms). I further explain that coupon was not working for ANY items on line, and asked why? The rep 'Shawn G' replied, "I don't have an answer for that but you can place the order online and give the cashier your coupon" (defeating the entire purpose of purchasing on line for delivery). When i complained that this was unacceptable and that I wasted nearly 40 minutes on the chat without an acceptable outcome, Shawn G replied without a morsel of empathy, "Is there anything else I can help you with today"? this poured fuel on the fire, but I just let it go and went online to Walmart. Aside from the horrendous customer service, based on other Trustpilot reviews, it appears that Michaels is engaging in some type of bait and switch-type behavior, by sending me a coupon to entice business, but then not honoring it and making false excuses initially as to why the coupon did not apply.