One star rating based solely for my online ordering experience. I've ordered from the Enfield store several times and they have my order done and ready within an hour. This location was awful. I ordered and was sent an email acknowledging it had been received. When I arrived (about an hour later), it wasn't ready. I wasn't upset as I didn't get the email saying it had been fulfilled. My issue came when I spoke to the gentleman in framing services (which is where you pick up the online orders). He was blasé and made no attempts to see if anyone was actually working on it or maybe even call a manager. Instead, he worked at a snail's pace helping another customer with a frame order. It was a Sunday and there were not many customers in the store. Eventually (after 30 minutes) asked him to cancel my order as I would just purchase it there myself. He said he would try and remember but his priority was framing and that I should call later. I understand and take responsibility for assuming all Michael's stores are created equal but this was incredibly frustrating. I received an email notification that my order was ready 20 minutes before the store was closing. This was after me already purchasing on my own and then being on hold for 45 with the 800 number trying to cancel. No humans, only a menu that went in circles. I finally called the store and was transferred to frame man. He canceled but never acknowledged any shortcomings on their end (I guess that's what happens when you can only focus on framing). The only positive was the cashier in front. There was NO line so that was quick. She also tried to find a manager for me to help cancel online order but was unable. Perhaps there was no manager on duty and they were covering. read more

I've had a number of original oil paintings framed here and the craftsmanship has been great. I wouldn't go anywhere else. Don't forget to use a coupon because the retail price on custom frames is very high. read more

Because this is the only Michaels I know of nearby me, I've been here a dozen times since relocating to Springfield. I like that it's a quick on/off stop from 91 now. This Michaels help solve a problem for me that actually wasn't theirs to deal with. Back in AZ, I had two small prints custom framed (and they were odd sizes). It cost me a FORTUNE (almost $200). They moved with me cross-country and I took excellent care to not bump or otherwise damage the frames. We hung them up in our new house and WHAM! not two months after getting here, the sawtooth hanger in the back came loose, and the entire frame crashed to the floor. Needless to say, the UV protection/anti-glare glass I spent extra money on, shattered into a million pieces. I took BOTH frames (as they were identically finished) into this Michaels for repair. I explained to them that I thought the sawtooth had been improperly installed (how else would it come dismounted from the frame?) and showed them the other one for proof. A quick call later, the employee got the approval to go ahead and replace the broken glass AND the hangers on both frames for free. I didn't even have my receipt with me! (Granted, the back of the frames had the Michaels Custom Framing sticker on it still). One day later, they were ready for pick up. They look fantastic. I've also found a ton of different crafty-type stuff here, including things to make Christmas presents (jewelry box and necklace), supplies to make a date-night jar for me and my fiance, and many others. The one star knock-off is for the general employee demeanor (not including the people back in custom framing). Most of the times I've gone here, I've had a question about whether or not they have something. Each time, I get the "check this general area, if we had it, it might be there." I end up spending a lot of time walking up and down aisles, looking for something they don't have. Overall, I'd say it seems like most of these ladies hate their job: they're bored, they're annoyed, and it's showing. Thank goodness their merchandise, great sales, and awesome custom framing department make up for it! read more

DO NOT USE THE FRAME SERVICES if you expect to have it done as you ordered. I paid $500.00 for two items to be framed. Very expensive frames all things considered but it was a gift, so I spent the money! I live out of town but was visiting at the time and wanted to be sure it was done properly, I spent an hour in the store with a very nice woman who wrote down all the instructions and verified how the frame was to be done for each item. I was disappointed that someone then has to come pick up the finished items and there is no shipping from the store. I arranged this- not easy but done. Today, they picked up the items and both are identical! NOT AS ORDERED!!! Sure, take it back and get it re-done! This is NOT what I expected and certainly not worth the premium price I paid! NOT EVER USING THIS STORE AGAIN!!!! read more

It's a craft store. It has the typical craft type stuff. It has the typical people that buy craft store stuff. And they take the typical craft store variety of weekly coupons. read more

Last Friday I received a phone call from Michael's that I had Won the Raffle which was a Huge Basket full of Art Supplies. I was so excited as I am a avid crafter and painter and my 7 yr. old granddaughter is a very young entrepreneur who is on her way to saving for college with her creative jewelry she has made for the last two years. I would like to thank Michael's for the opportunity to participate and shop in their store. I look forward to visiting and shopping there often and want to praise the Management there. Thank You once again. Mrs. Johnson, Springfield, Mass. read more

The other day I went into Michaels and, while waiting for a price check on a pretty expensive brush (I estimated it would be about 25-30 dollars), I asked the cashier if she happened to have any coupons behind the counter. She said that she didn't, but that she didn't mind if I wanted to look something up on my phone. Just as this was going on, the gentleman who was was checking on the price arrived at my register and apparently overheard our conversation. He quickly gave me a significant discount on the paintbrush, added a 50 percent off coupon discount to my entire bill and walked away! The cashier (also a very nice woman) told me that he (the manager) is an awesome person and spreads random acts of kindness all of the time. Thank you Michaels in West Springfield and to this nice man. Happy Holidays! read more