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Business Profile

Craft Supplies

Michaels Stores, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Craft Supplies.

Complaints

This profile includes complaints for Michaels Stores, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Michaels Stores, Inc has 2 locations, listed below.

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 14 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/11/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Made an online purchase of fabric and they screwed it up from the get-go. It took three months to finally get everything corrected (replacement fabric, original fabric and refunds for out-of-stock items). That was frustration enough but even worse is their constant and unrelenting emails (even though I've asked them multiple times to stop, even though I've requested officially that they remove ALL my contact and purchase information from their records and filed a complaint with the ***. I get at least three emails PER DAY from them that go directly into the junk file. It appears that once they have your contact info there's nothing you can do to get them to stop.

      Business Response

      Date: 05/12/2025

      We thank the customer for reaching out. We have created an internal case 08513271 which we will work out of. If the customer would like to provide any additional information, they can contact us at **************. We will reach out to the customer within ***** hours.

      Customer Answer

      Date: 05/12/2025

       
      Complaint: 23314764

      I am rejecting this response because: Based on Michaels actions to date, I have serious doubts about their willingness or ability to address the problem.  I'll "accept" their response when the junk emails cease.

      Sincerely,

      Pc ****

      Business Response

      Date: 05/16/2025

      We thank the customer for reaching out. We have created an internal case 08513271 which we will work out of. If the customer would like to provide any additional information, they can contact us at **************. We will reach out to the customer within ***** hours.

      Customer Answer

      Date: 05/16/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      Pc Amis

    • Initial Complaint

      Date:03/16/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ********* location in ********, ** dispensed a used, defective return that was missing contents instead of dispensing a new, unused item, as advertised. I attempted to rectify the issue at store level and manager in charge, ******* proved to be useless and unwilling to remedy the situation as well as a ************ *** who refused to disclose their name.

      Business Response

      Date: 03/19/2025

      Customer was issued a full refund for the item and was also sent a $25 gift card for her experience in store. We also forwarded the customer's feedback directly to the store to ensure this error is not repeated.

      Customer Answer

      Date: 03/20/2025

      This has finally been resolved. Thank you!

    • Initial Complaint

      Date:03/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Please see the attached document.

      Business Response

      Date: 03/17/2025

      We thank the customer for reaching out. We have created an internal case (********) which we will work out of since the first point of contact. If the customer would like to provide any additional information, they can contact us at **************. We will reach out to the customer within ***** hours.

    • Initial Complaint

      Date:02/05/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ********* continues to send me promotional e-mails and I have requested to be removed from their listing multiple times over the past several years and continue to receive them. I have even called and asked to be removed and they keep coming. I would like someone to investigate and at least help me get them to stop harassing me via e-mail.

      Business Response

      Date: 02/20/2025

      Added customer to communication list to prevent any further emails from being sent to the customer. Reached out via phone and email attempting to connect with customer and provide an update regarding the email status.

      Customer Answer

      Date: 02/21/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They had to remove me from an additional list that I was still signed up for and had not been previously provided a way to be removed from.  Thank you for your support!

      Sincerely,

      ******* *****

    • Initial Complaint

      Date:01/26/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In order to unsubscribe from their emails I had to call their customer service number to fully unsubscribe. I think this is illegal. *** never had to call anyone to fully unsubscribe from their marketing emails.

      Business Response

      Date: 02/09/2025

      We thank the customer for reaching out. We have created an internal case ******** which we will work out of. If the customer would like to provide any additional information, they can contact us at **************. We will reach out to the customer within ***** hours.

      Customer Answer

      Date: 02/10/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** ********

    • Initial Complaint

      Date:01/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Sat 1/24 Went in michaels ****** chapel with my order # 2return online order that arrived yet again broken. The clerk with a confrontational reply said the order does me no good. I said but that's how I've done it in the past as I have be doing business with ******* over 25years. She said maybe other michaels but not this one. Again with an attitude. I said help me out here, again phone #? She said u known i don't have 2help u if I don't want to.I said don't touch my phone w/o asking. She said excuse me I didn't know your phone was special. I said it is and it's rude 2 touch my phn w/o asking me. Tell me what u r looking for. She got on her mic and said I don't want whelp this customer can u come. I told her u are behaving very unprofessional and rude. She wouldn't stop speaking. She continued being verbally abusive til I walked away. The manager came and apologized on her behalf. She said I don't like when my employees act that way and gave me her name. ***** *. She said there are 2 ******* that work their & so she wrote down her name 4me. ***** *. Also said if your having a bad day don't take it out on me. I said I had a lovely day until I confronted u. Like I said before, I have been doing business with Michaels for over 25years. I have never been spoken 2 like that. On top of spending over a week trying 2speak customer service online regarding all the containers I received broken. Today I realized I had yet another broken container, so I decided 2 just return it in store instead of taking 4ever speak someone online. It's so sad to see michaels no longer values it long time customers.

      Business Response

      Date: 02/25/2025

      Reached out to customer via phone twice with no answer and no call back. We also emailed out twice from internal case ********. Customer has been unresponsive, but is welcome to call us back to speak further on the issue.

      Customer Answer

      Date: 02/25/2025

      I did not receive any phone messages from Michaels. My complaint was regarding how I was treated at your ****** chapel, fl store. My complaint was made over a month ago. It's really sad to see where Michaels priorities are at. After more than 20years of doing business with Michaels, and how Michaels now lacks in customer services (from how hard it is to reach a live person, to being treated like garbage in person, & delivering broken merchandise) i have decided it's best 2part ways. A mere apology would have sufficed, but telling me you guys have been trying to contact me...I would have a least a voicemail if this was true.
      Thank u

      Business Response

      Date: 03/05/2025

      We thank the customer for reaching out. We have created an internal case 08319181 which we will work out of. This customer has been called on 2/20, 2/22 and 3/5 with no answer and emails sent to the address provided on file on the same dates with no response. If the customer would like to provide any additional information, they can contact us at **************.

      Customer Answer

      Date: 03/19/2025

      My apologies,  
      Somehow these email ended up the junk folder.
      I'm very offended that Michaels did not reach out to me about the way i was treated in their store. What upsets me most is that even the supervisor on duty that day was very disappointed how i was treated but seemed "afraid" to address the issue. I clearly explained to Michaels how I was treated, but if i recall the last email i got from them, all they said was how can we help you? The return was made by the supervisor because the clerk their refused to help me. This is what the issue is about. I just wanted Michaels to realize that customer service is still very important to some of us long time customers of 20+years...&even though ********************** are closimg left & right, there still is other choices besides Michaels. 

      Thank you for your time & again my apologies for not checking my junk folder

    • Initial Complaint

      Date:01/23/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My order from Michaels never arrived, so I called their customer service line and waited 90 minutes for somebody to pick up. When they did, the customer service *** told me he didnt want to take my call and wanted to go home. He completely lied to me by saying the order had been delivered and then later admitted he could see the order had not been delivered. I asked for tracking information several times to which he refused to give it to me. He was caught in several lies, contradicting himself and when asked about the lies he would change the subject. When I asked for his manager, he hung up on me. I dont have my order and obviously this customer service *** needs some serious training and managerial oversight.

      Business Response

      Date: 02/25/2025

      Reached out to customer via phone twice with no answer and no call back. We also emailed out to the customer from internal case ********. Customer has been unresponsive, but is welcome to call us back to speak further on the issue.

    • Initial Complaint

      Date:01/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Transaction date 1/21/25 Online order sent to wrong address by mistake. The store was unable to cancel the portion set for delivery. You are only able to cancel pickup orders online. I called the customer service number it took 1 hour and 4 minutes to speak to a person for them to tell me they need to escalate to another department. I asked if the hold would be another hour. I was told it would be a couple of minutes. I was provided the complaint number. I asked why it was needed if I was being transferred. I was told the next department couldnt look it up. I was then placed on hold for another hour and six minutes before checking customer service hours and receiving notification that my order shipped. I was told I would be transferred after hours rather than being informed it was now after hours. I would like my refund and voucher used to purchase my order as I made every reasonable attempt to stop delivery. This is horrible customer service and extreme to have to sit on hold for over two hours in total. I would have understood if the representative was transparent and said they were closed or made the proper arrangements for me to speak with someone tomorrow.

      Business Response

      Date: 02/20/2025

      Attempted to contact customer via phone. When unable, issued refund and sent e-Gift Card due to delay in process and refund.

    • Initial Complaint

      Date:01/16/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recieved only part of my order and I cannot reach anyone to fix it. I recieved all the quart size jars, but only got 2 packages of 2 of the half gallon. At this time, I would just like a partial refund for the 20 missing half gallon jars.

      Business Response

      Date: 02/20/2025

      Customer was refunded on 2/12. I attempted to call the customer today (2/20) to check if the refund was received and also offered customer an e-Gift Card for the delay in our initial response.

      Customer Answer

      Date: 02/20/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ******** ********

    • Initial Complaint

      Date:01/16/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ********* has been spamming my account for years with email subject lines similar to "REWARDS MEMBER BONUS ?? You just scored a free $5 Bonus Reward!"I never signed up for this. I continuously press their unsubscribe buttons or Gmail's unsubscribe option (example from 2018 attached), but I continue to receive emails. I have stopped shopping at ********* stores because of this. Next stop will be an attorney.

      Business Response

      Date: 01/21/2025

      We thank the customer for reaching out. We have created an internal case 08221639 which we will work out of. If the customer would like to provide any additional information, they can contact us at **************.

    Michaels Stores, Inc is NOT a BBB Accredited Business.

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