A RECENT customer experience at Michaels Stores has raised significant questions about the retailer’s return policy, especially regarding warranty requirements for damaged items.
The situation began when a customer, Keiko, purchased an IRIS plastic storage container for $11.99 – discounted from the retail price of $24.99 – only to discover it was cracked upon returning home.
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Keiko attempted to exchange the item at a different Michaels location less than 24 hours after purchase.
However, she encountered resistance from an employee who told her that because she had not purchased a $2.49 warranty, she could not exchange the container, she said in a statement. tweet thread in X.
This led Keiko to investigate Michaels’ return policy, which she noted did not mention any warranty requirements on the product. company website.
In her search for clarity, Keiko called the store where she originally purchased the container.
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An employee appeared to be unaware of any warranty stipulations and assured her that if she brought the item back, “they would let me return it or exchange it.”
The confusion increased when Keiko contacted Michaels’ corporate office, where another employee expressed bewilderment at the conflicting information about the return policy.
“The corporate employee was super confused and didn’t seem to understand what happened,” Keiko said in her tweets.
“I also had no idea what the store employee was talking about.”
After further communications, Keiko spoke with the store manager at the location who initially refused her exchange.
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He confirmed that although the policy regarding warranty items stated that they do not normally accept returns of broken items, he would allow her to exchange the broken container even without a receipt.
“He didn’t even want to see my receipt – he just gave me the container I had taken to the cash register,” she noted.
Despite the eventual resolution, Keiko expressed frustration with inconsistent messaging from employees and the lack of clarity on Michaels’ return policy.
She pointed out that after searching the site, she didn’t find any information that aligned with what she was told about warranties on items over $15.
“I looked around the website and tried to find something that matched what the employee told me and what the manager seemed to be implying… I can’t find anything in their return policy that matches up,” she tweeted in response to Michaels. customer service.
MICHAELS RETURN POLICY
Here’s Michaels’ return policy in a nutshell:
Michaels Stores has established a clear return policy for customers who may not be satisfied with their purchases.
Customers may return items purchased on Michaels.com within 60 days of purchase, with the exception of online-only costumes and accessory kits, which must be returned at least seven days before the holiday.
For a successful return, items must be new, unused and in their original packaging.
Returns can be made at any Michaels store or initiated through the customer’s online account. For assistance, customers may contact Customer Service at 1-800-MICHAELS (1-800-642-4235).
Michaels has simplified the returns process for online purchases. Customers can log into their Michaels.com account, navigate to their order history, and follow a series of simple steps to submit a return request.
This process includes selecting items for return, providing a reason and condition for each item, and potentially uploading notes or photos.
Once shipped, customers will receive details on the return and refund schedule.
For customers wishing to return items without a receipt, Michaels requires a valid photo ID such as a driver’s license or passport.
The company will attempt to locate the receipt using the customer’s Michaels Rewards number. If a receipt is found, the return will be processed as if the customer had one.
However, if the receipt cannot be located, identification will be recorded and refunds will be issued for the lowest price of the item sold in the previous 90 days, typically in the form of a Store Return Card.
Refunds will include the appropriate tax amount and original shipping charges may be deducted unless the return is the result of an error on the part of Michaels.
Refunds will be issued in the same manner as the original payment, with specific exceptions for debit card transactions and gift card purchases.
Michaels does not offer exchanges. Instead, customers are instructed to return the item and then reorder the desired item.
Michaels acknowledged his situation on the platform, tweeting“We see that you managed to control yourself [sic] from someone to confirm the return policy listed on the website – which is correct.
“The venue should be able to return/exchange it for you…as long as you have the proper receipt and everything for it, of course.”
However, Keiko later responded to Michaels customer service, seeking further clarification on the warranty requirements and return policy for items priced above $15.
She asked: “Can you please clarify whether it is correct that any item over $15 for which you have not purchased a warranty will not be accepted for return or exchange within the 60 day period stated in your return policy, or have I received false information ?”
So far, there has been no further response from Michaels.
Keiko isn’t the only customer who has had issues with returns and exchanges at a retailer.
A Walmart shopper reported that he was unable to return an item purchased at the store, even though he had a receipt available.
And a Costco shopper is questioning why he was denied a standard cash refund for an item he purchased less than a month ago.
This story originally appeared on The-sun.com read the full story
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