Complaints

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

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• 

  Michaels Stores, Inc.

  8000 Bent Branch Drive Irving, TX 75063

• 

  Michaels

  17 2755 Lougheed Hwy Port Coquitlam, BC V3B 5Y9

• 

  Michaels

  665 W Broadway Vancouver, BC V5Z 1G7

• 

  Michaels

  20150 Langley Bypass Unit 80 Langley, BC V3A 5E7

• 

  Michaels of Canada ULC

  3105 Argentia Road Mississauga, ON L5N 8P7

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.

• Initial Complaint

  Date:06/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a custom framing order done within the last month at Michael's. I originally was not pleased with the price as it was fairly expensive $300.00+ dollars. At the time of order, I waited for 30+ minutes to have the order even processed so I did not have adequate time to deal with pricing at that point, but ultimately I accepted the price moving forward expecting a good outcome with the framing.I have to say after receiving the frame and looking closer at the finished product, I am very disappointed with the quality - especially considering the price it cost. The art certificate in the frame wasn't fully glued down, the cutting along the edges of the artwork was noticeably rough and uneven. It's clearly visible through the glass and takes away from the presentation. I was also informed the white art board (where the art is painted) would have my black autographed framed glued to the white board to prevent it from moving. I did not agree or get made aware that there would be some sort of felt or extra pieces of material added between my black frame and the art board. I'm not sure I even understand why this was done as it again takes away from the presentation. The black matting has a **** on it and the glass has ************ make matters worse, the artwork isn't even seated evenly within the frame, making the whole piece look rushed and poorly constructed. I am not sure as to why the certificate is evenly placed in the silver framing and my artwork "sits" on the bottom of the framing in the top portion. It doesn't really "pop" or make it stand out that well. For what I paid, I expected a much higher standard of craftsmanship and attention to detail. I had hoped to display this piece proudly, but instead, I'll need to take it somewhere else to have it redone correctly. Definitely not the quality I was promised or expecting.There should have been more transparency about what was going to have been done with the artwork and the positioning of the framing.

  Business Response

  Date: 06/10/2025

  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.

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Aprils 27th, I went to the Michaels store and made a purchase that totaled $178.01. However, the young girl at the front was having issues with the refrigerator faster that day and ran my CITI Credit card. She said the transaction did not go through and ask me to try my credit card again. So I did. When I checked my CITI credit statement, it showed two, back-to, back transactions. There should only be 1 charge for a total of $178.01, not two charges. I disputed the charge on my CITI credit card and they refunded the $178.01. However, that charge was reversed and I receive ever a letter from **** stating that ******** said they are a @cash and carry so since I left the store, I owed the $178.01 twice. I did make a purchase for a total of $178.01 but because they had a retained person working the register who did not know if the transaction actually went through, I should not have to pay twice. Michaels Store in *******, ** has not been helpful in assisting with my problem.

  Business Response

  Date: 06/10/2025

  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. 

• Initial Complaint

  Date:06/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 went to the store in ******* and had bought some beads for $11.99. Your incompetent store associates would not refund this to me the frauds!!! Your packaging needs to be opened to even see if the product works or it is the right size! This is ridiculous! Every other merchant refunds and I can return even opened items!!!! I hope this store closed down because from now on I am going to be shopping on ******! They never give me issues! Two older ladies were working at 5:30pm on Sunday June 1st. I want them gone and now I have a product I cannot ise or return!!! This is how you treat your customers! Unaccetpable!

  Business Response

  Date: 06/02/2025

  Reaching out to the customer through internal case #********

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 sent me a $5 reward voucher. I used it to purchase craft bags online for store pickup. The store never told me they were out of stock (and their inventory showed they had plenty). I waited for hours and contacted customer service and was told the order was canceled. I asked if I could have my voucher back to apply it for something else and was told it might appear in 24 hours. Overall, because the store didn't have its act together, I wasted my voucher. I think this is terrible. The *** gave me a free shipping code after I told her that would not help me--I needed the item right away and would have preferred if the store that was out of stock could have transferred my order to another store. I wasted 5 hours of time on this. I hope Michaels goes out of business.

  Business Response

  Date: 05/23/2025

  Contacting customer through internal case #********

  Customer Answer

  Date: 05/23/2025

  I am rejecting this response because:  The issue has not been resolved.  The store charged my credit card and took my $5 Rewards Voucher for the purchase of an item.  I understand the store did not have the item in stock despite displaying "3" in stock.  However, the store never contacted me.  Now I am being told that I may not get my Voucher back (after being told it would be reinstated in 24 hours, then 48 hours)...this is crazy.  It makes me not want to shop at Michaels anymore.

  Business Response

  Date: 05/24/2025

  Reaching out to customer through internal case #********

  Customer Answer

  Date: 05/24/2025

  I am rejecting this response because:  Yesterday afternoon, a woman from Michaels emailed and asked for my phone #.  Nobody called me.  I did see that they added back the voucher...I am not sure yet if it will work.

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Re Michaels Corp. I have been a loyal and weekly customer of ********************** for at least five years. I have VIP status on my Michaels account. On or about 4/19/25 I tried to make a transaction online as per weekly occurrence, only to receive an error message stating no available payment options with an error code. I began the search for why this was happening. My credit cards were fine, all of my affairs with Michaels in good standing. I sent an email to Michaels **************** regarding the issue. The response said in part we will not be accepting any further online payments. Please visit us in store. I was given this explanation verbatim from every employee I spoke to including the Vice President of ***************** She gave the exact same answer. No one will ever be able to tell me why this happened nor will I ever be afforded amenities promised by the company and given freely to all other customers. I was told by a local ********************** manager who looked into the matter that it was the result of an outside influence and nothing to do with me at all. I was told there was no way for me to contact the internal management team and that this will be the only answer ever given to me. I mainly use online pick up in store option as I have a disability that makes it difficult to stand in one place or walk distances. This decision by the Michaels Corp. is not allowing me to utilize this service any further. I am also no longer receiving the online only discounts which I use frequently. I run a small crochet business and Michaels was basically my supplier. I can see so many unacceptable business practices I was baffled. I have been to the top person at Michaels, spent countless hours of my own time trying to at least find out why. I am stonewalled at every turn. That left me with no choice but contacting the BBB.

  Customer Answer

  Date: 05/22/2025

  Attached is from an email I received from Michaels this morning 5/22/25. I believe it is a clear example of my current status with Michaels Rewards program. It also clearly shows that the best offer provided to me (30% off all regular price items) is an Online Only offer. This advertised coupon I receive weekly, is not even afforded to me anymore. Without cause or explanation from Michaels. 

  Business Response

  Date: 05/22/2025

  We thank the customer for reaching out. We have created an internal case 08530564 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: 05/22/2025

  I am rejecting this response because:   Michaels response is suggesting I contact their customer service department. I have had an open case with Michaels since 4/29/25. I have already spoken on the phone (5/21/25) to the most senior member of that Department without any attempt at a solution from them. And correspondence via email, directing me through the same channels that have proven to be an unacceptable and ineffective process. I have attached all correspondence between Michaels and myself regarding this ongoing issue. At this time I have no further attachments. Subject to change. 

  Business Response

  Date: 05/22/2025

  Hi ********. 
   
  We apologize for the inconvenience of not being able to place any orders online. We have provided you with all the details as to why you cannot shop online that we have available. You are welcome to visit your local store to shop instore. 

  Sincerely, 

  Michaels Customer Care

  Customer Answer

  Date: 05/22/2025

  I am rejecting this response because:   It does not provide any cause or resolution. I believe I am being stonewalled by the Michaels Corp. by not receiving a reason for the denial of online services. The response provided is the same I have received from Michaels time and again since April. And I have rejected this response several times with Michaels directly. They have provided no information as to a resolution beyond my shopping in store. Nor have they ever given a cause or reason for their decision regarding my status to purchase items online. 

• Initial Complaint

  Date:05/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Dear **** I opened a Michael's credit card in January 2025 to get a discount on a large framing order. the original amount was $1000. I paid the account in full as soon as the amount posted on my account. However, for some reason the payment got returned to my Bank account since Comenity couldn't verify my account account or something. I saw the payment debited from my account so I thought I was clear. Anyways, in a few days, I get a letter along with interest charges for my balance. I paid that in full on March 6 th an amount of $1075.97 and requested my account be closed. I was told I need to call back in a week to close the account so that the payment clears. I called back on March 18th to close my account. I was told there was a credit on my account and they will be sending me a check of $32.88. which I never received. They closed my account. I called back after a few days and the automated message said my account was closed and there was no balance.I get another statement dated 4/18, that I now owe them $20.85. They've charged me total interest $45,95 till date and fees ***** for a card I've been asking them to close but they aren't closing. They refuse to send an immediate email confirmation. Please help. l feel trapped and they keep sending me bills for interest or late fee even after confirming my account is paid in full and confirming my account is closed.I called again today and they confirmed my account has been closed since March 18th. But I still have a balance of $20.85 and some late fee ( which they said they waived) So I again paid a final amount of $23.86 ( on May 20th) to clear any remaining balance. However, I don't trust them. I need your help and intervention. Ideally a refund for all the undue late fee and interest charges and for harassment and wasting my time. But if not, the very least that this matter is closed for good and I'm not harassed anymore.

  Business Response

  Date: 05/21/2025

  We thank the customer for reaching out. We have created an internal case 08532472 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: 05/24/2025

  I am rejecting this response because:   I need closure and confirmation that my creator card /account is now clear and closed. I need a written confirmation that I will not be harassed further. I have provided Michaels with all the information and timelines. That havent gotten back to me. 

  Business Response

  Date: 05/27/2025

  
  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.
  

• Initial Complaint

  Date:05/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am writing to provide feedback regarding two recent online orders that have resulted in issues with fulfillment and packaging.On 20 April 2025, I placed an online order for multiple frames and scrapbook cases. The delivery window for this order was listed as 2325 April 2025. I received a partial delivery later that week; however, I am still awaiting the remainder of the items. I contacted your customer service line multiple times for a status update. Each time, I was advised that the remaining items were still being processed and that I should call back if I didnt receive tracking information within a few days. I followed up twice as directed, yet I have received no updates or resolution regarding the outstanding items.Additionally, I placed a separate online order on 24 April 2025, which I received in full. However, one of the frames arrived shattered due to poor packaging. The box, measuring approximately 26.5 W x 18.5 L, was significantly oversized for the six frames it contained, resulting in excessive movement during transit. I contacted your customer service team and was issued a refund for the damaged frame. I declined a replacement, as I am still waiting on the rest of my 20 April order.I appreciate the assistance Ive received so far but wanted to formally share these concerns regarding both delayed fulfillment and inadequate packing to help improve the overall customer experience.

  Business Response

  Date: 05/02/2025

  We thank the customer for reaching out. We have created an internal case 08480751 which we will work out of. If the customer would like to provide any additional information, they can contact us at **************. 

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  April 22nd at 11:24 AM I placed an online SAME DAY order with Michael's. Any orders placed before 2pm are guaranteed same day delivery. I did not receive my order that was time sensitive. I reached out and they had no explanation. On April 23rd I called again, spoke to a supervisor and all they said was they would call the store where the order went to for a resolution. It is more than 24 hours later and the company has not honored the same day delivery and still has my order with no intention on delivery. I ordered these items for my job and have waited with no resolution. This is false advertisement. And they're charging extra for same day deliveries.

  Business Response

  Date: 04/23/2025

  We thank the customer for reaching out. We have created an internal case 08460265 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: 04/23/2025

  I am rejecting this response because:   You just canceled my order instead of making the attempt to deliver it. Your company cannot provide a service you cannot fulfill. This order was time sensitive and was for work and over 24 hours with no response from either your company or the local store. I'm not satisfied with this and this needs to be escalated

  Business Response

  Date: 04/24/2025

  We thank the customer for reaching out. We have created an internal case 08460265 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.

• Initial Complaint

  Date:04/14/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 found online on April 12, 2025 that ************************** has discount sale for item: Itoya Art ******** 14 x 17 at $26.24. I clicked the ad, and ordered one on ************************** website. I went to pick it up at Michaels store in ************, ******** about 11 AM. The store staff gave me 11x17, told me that I ordered not 14 x17 but 11 x 17. I was shocked. It is impossible for me to make mistake, because I clicked the searching 14x17 link to the Michaels website, and ordered the item. It is a big cheating. The ad is still online, I screenshotted, and attached.

  Business Response

  Date: 04/15/2025

  We thank the customer for reaching out. We have created an internal case 08446408 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: 04/15/2025

  I am rejecting this response because:   Michaels has not done anything, just say that they will do some internal investigation. I just wait. Bottom line, I can't choose "I accept business response" to close the case right now. Michaels has to give me an explanation and make corrections first.

  Business Response

  Date: 04/16/2025

  We thank the customer for reaching out. We have created an internal case 08446408 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: 04/16/2025

  I am rejecting this response because:   I provided three images, which are enough to prove that Michaels didn't keep their promise on the advertisement. Asking additional information is an excuse to deny its wrong doing. Not enough? I may show the public to judge if the three images are enough to prove Michaels bad business behavior.

  Customer Answer

  Date: 04/17/2025

  Better Business Bureau:
  
  I am rejecting the offer to use BBB arbitration to resolve this dispute,complaint ID ********.
  
  I am rejecting this service because: The evidence I proveded is clear what Michaels did is absolutely wrong, 
  
  Sincerely,
  
  Lewei Shang

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased an item online of which was paid for with an Micheals credit card I just opened up this I do not have the card as I havent received it yet. However, when attempting to return the product at the store I got it from I was informed the couldnt process the return because the card was needed. Well excuse me how am I to present the card when it hasnt even arrived yet. Yes, I can wait for it but I want to return it now so theres no issues or reasons why I cant down the road. Outrageous asking me if I have the card of a just previous opened account. Didnt need the card to purchase the item shouldnt need it to return it neither now should I? Most places dont so I suggest you modernize your system to process returns without the card. Not happy at all just saying!

  Business Response

  Date: 04/15/2025

  We thank the customer for reaching out. We have created an internal case 08443193 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.