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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: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 have selected to unsubscribe from Michaels Rewards emails on several occasions over the past year and yet continue to receive their emails despite the unsubscription. This has happened multiple times over the course of several months. I do not want to receive any more emails.

      Business Response

      Date: 01/23/2025

      Reached out to the customer via internal email. Confirmed customer was unsubscribed from standard marketing emails and added customer to list of Rewards customers who aren't to be sent emails for their Rewards account. Also offered customer the option to close her Rewards account if she no longer would like to have it.

      Customer Answer

      Date: 01/23/2025

       
      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:01/07/2025

      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.
      Michaels has received 3 returns on 12/16 and 12/17 and will not refund. Received an order that was shattered and tried to do the refund but online is stuck and can go no where. Have spent a week trying to get company to answer the phone no one answers on any selection.R409541792432701443 received by Michaels 12/17 per *** refund to original payment $28.94 R410648476947644424 received by Michaels 12/16 per *** refund to original payment $20.50 R410649067860344838 received by Michaels 12/16 per *** refund to original payment $134.79 R419573248312639491 in holding cases are broken filed for refund 1/4 and no response refund to original method of payment $53.55 If the company would answer a phone, reply to email or chat we would not be here. Total due to me $237.78

      Business Response

      Date: 01/17/2025

      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: 01/17/2025

       
      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:12/16/2024

      Type:Delivery 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.
      On November 28, 2024 I ordered two Christmas trees from ************************** during their 70% off sale. I ordered a 6ft. Pre-Lit ******* Spruce Artificial Christmas Tree, Warm White LED Lights by Ashland (on sale for $44.99) and a 7ft. Pre-Lit ****** Pine Realistic Artificial Christmas Tree, Color Changing LED Lights by Ashland (on sale for $69.99). Estimated delivery window as December 2-4, 2024.The 7ft tree arrived quickly and I'm happy with it.The 6ft tree still has not arrived. On November 20, 2024 at 10:08am I received an email saying the order had shipped. When tracking the order (shipment 1Z3V699X0310259966), *** says they haven't received the package ***** doesnt have possession of the package yet. Estimated delivery date will be available as soon as we get the package."). When it hadn't arrived by December 6th, I attempted to connect to someone via the chat. My estimated wait time was 47 minutes and the chat timed out before I could connect with anyone. On December 9th, I tried the chat feature again. I was given an estimated wait time of 11 minutes. After 40 minutes of waiting without being connected to a representative, I tried calling customer care. I spent two hours on hold before speaking to someone. While on hold, I sent an email to *************************************** explaining my situation. In the email I asked if the product had shipped and if not if it could just be cancelled. I never heard back from the email. Eventually, my call was answered and I spoke to a customer care representative on the phone (***, I believe). They were extremely helpful and empathetic. They told me that they would cancel my order with **** issue a refund, and call me back after 3:00pm with confirmation. However, I never heard back and haven't received a refund. Unfortunately, I don't have the luxury of unlimited free time to continue trying to contact the customer care team at **********************.

      Business Response

      Date: 12/17/2024

      We thank the customer for reaching out. We have created an internal case 08112853 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: 12/18/2024

       
      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:08/01/2024

      Type:Delivery 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.
      I had a package sent to me from ************* that was set to arrive at the **************** today. When I went to the location to pick up the package, I was told by the ********* store employees had not scanned or accepted the package and they were not in possession of the package. This is the third time this is happened. Either the UPS employee is not dropping it off as stated, or the *******'s employees are incompetent.

      Business Response

      Date: 09/04/2024

      Greetings-

      We are sorry to hear about the customers experience. If the customer has evidence that her items were in fact delivered (such as a signature) we would appreciate the opportunity to view it, the next step in this process, would be for the customer to file a lost package claim with **** In the interim, I will follow back up with the store location to ensure we have done our due diligence in finding the missing packages.

    Michaels Stores, Inc is NOT a BBB Accredited Business.

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