disturbing situation
On Tuesday, March 10, 2026, while visiting your Waterloo, Ontario location, I witnessed a deeply troubling situation outside the main entrance.
Three individuals, who appeared to be homeless, were openly injecting drugs and sharing needles directly outside the store entrance. One of the individuals was a visibly pregnant woman. This occurred in plain view of customers entering and exiting the store.
Upon entering the store, I overheard employees discussing the situation and how to respond. One employee was clearly urging that the police be contacted, but she was instructed not to do so by someone I assume was the store manager. Instead, the manager stated she would go outside and ask the individuals to move along.
When the manager returned, she mentioned that the individuals were “quite out of it” and expressed concern that the woman was not very responsive. Shortly afterward, I observed the individuals attempting to leave the area. One man was hunched over and swaying, another rode a scooter directly into traffic in an impaired state, and the pregnant woman—whose feet appeared severely swollen and discolored—struggled to stand and staggered away.
Once again, the same employee stated she should call 911 due to the condition of the individuals involved. She was again instructed not to do so.
Several of the other employees appeared visibly distressed by the situation. As a result, I took it upon myself to call 911.
During this time, I overheard one employee mention that incidents involving drugs and homeless individuals occur regularly at this location. The employee also expressed that it is unfair for staff to be placed in a position where they must deal with situations involving drug use, medical emergencies, and potentially dangerous individuals, while also fearing disciplinary action if they contact emergency services.
Multiple customers were discussing what they had witnessed. Two of them indicated that they approached employees with their concerns but were told that staff were not permitted to intervene.
I find it unacceptable that employees would be discouraged from contacting emergency services in a situation involving visible drug use, shared needles, and a potentially serious medical situation involving a pregnant woman. Retail employees are not trained or equipped to manage situations involving drug use, medical distress, or public safety risks.
It is deeply concerning that Michaels would place employees in this position rather than allowing trained emergency responders to handle such incidents. Expecting staff to ignore or quietly manage these situations exposes both employees and customers to unnecessary risk.
This experience has significantly damaged my perception of Michaels as a company. Based on what I witnessed, I have serious concerns about the safety policies at this location and it is doubtful that I will return.