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

  20150 Langley Bypass Unit 80 Langley, BC V3A 5E7

• 

  Michaels

  300 5771 Marine Way Burnaby, BC V5J 0A6

• 

  Michaels Arts & Crafts

  268 Daniel Webster Hwy # A Nashua, NH 03060

• 

  Michaels of Canada ULC

  3 - 547 Steeles Ave E., Bldg. E Brampton, ON L6W 4P9

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:04/10/2025

  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.

  On Feb, 21 ******** delivered my order (from ************** worth $3800) to Michaels, where their staff gave it to an unauthorized person without verifying ID. *** has confirmed delivery and refuses to take responsibility. It is considered mail theft, and I believe Michaels should be held responsible for failing to fulfill their job duties. I also believe it was an insider job because a few hours after the package was delivered, I received an email stating it had been picked up. The person who handed out the package said that a man came with an ID in my name and claimed he was picking it up on my behalf.Thank you,Sincerely,******* ***

  Business Response

  Date: 04/15/2025

  We thank the customer for reaching out. We have created an internal case 08437106 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: 04/18/2025

  I am rejecting this response because:   

  No response from the Business

  Business Response

  Date: 04/21/2025

  We thank the customer for reaching out. We have created an internal case 08437106 which we will work out of. If the customer would like to provide any additional information, they can contact us at **************. 

  Customer Answer

  Date: 04/21/2025

  I am rejecting this response because:   They failed to properly train their employees, and their mishandling ended up costing me $4,000not to mention all the time and effort I spent dealing with emails and follow-ups. ******* failed to verify proper ID and follow the correct procedures for handling packages. As a result, the items were essentially lostand now theyre trying to shift the blame onto someone else? Thats unacceptable. They should absolutely be held responsible for this. They should conduct their own investigation to determine whether their employees acted intentionally or not.

• Initial Complaint

  Date:04/07/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Hello, I hope all is well. I received this order of paint pens and they were punctured originally and paint all over the entire box which I had to throw out. A replacement was initiated but the replacements were packaged worse than the original with the same problem. I chatted again with support who told me they would just refund the remainder of the order which was around 54 dollars. That was last week and I have not received the refund promised since. Could you please help me, they said I would receive an email which I also have not. Obviously these items had to be thrown out so I don't know what to do here.

  Business Response

  Date: 04/07/2025

  We thank the customer for reaching out. We have created an internal case 08421952 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: 04/07/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/26/2025

  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.

  Order placed with MICHAELSMKT on Jan 6. Items received did not meet my needs. I found that items could not be returned to the store, and requested shipping labels (2 separate labels needed) Both packages were returned and received by Michaels. One seller refunded my purchase quickly, the other was returned on Jan 18 and received by "CHASING THE SPARK" on January 28, R424684472110546960 for $71.81 who said they received my items but were not going to refund my money. All items were returned exactly as received. I have consistently contacted Michaels. One Agent said it would require photos, however, all the items were at their location thereby making photos impossible. One call was with *****. (Case Number #********) who assured me that I will receive my refund. I have also reached out to their executive team, Ms ******* and Mr ***** hoping their folks would respond. I am now approaching 3 months with no response or refund. At this point, Michaels has both my money and the items that I returned!As a longtime Customer, I am extremely disappointed with Michaels and their lack of Customer focus or concern.

  Business Response

  Date: 03/31/2025

  We thank the customer for reaching out. We have created an internal case 08280641 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: 04/02/2025

   The response from Michaels ([please see attached) which I used to respond came back with an error code and no other options  for contact. This appears to be yet another stall tactic by this company.

  Customer Answer

  Date: 04/05/2025

  I am rejecting this response because:   

  Once again, Michaels has stated I will receive my refund but has not taken action. This delay of action has been ongoing since January! 

  Please see response below

  Michaels <*************************************************************>
  Apr 2, 2025, 6:00?PM (3 days ago)
  
  
  
  to me
  
  
  
  
  
  
  
  
  Chasing the Spark sent a message.
  I have received the package, but only received 18 out of the 19 items you bought, I will issue a refund as soon as possible. Thank you
  
  
  
  Have Questions? Visit our Contact Us page
  2023 Michaels Stores, Inc. **************************************************************. Michaels and the Michaels logo and other trademarks and logos are owned or licensed by Michaels Stores, Inc. All rights reserved.
  This email was sent automatically and cannot accept replies. Please do not reply to this email.
  
  

  Business Response

  Date: 04/06/2025

  We thank the customer for reaching out. We have created an internal case 08280641 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: 04/09/2025

  I am rejecting this response because:    The response from Michaels ([please see attached) which I used to respond came back with an error code and no other options  for contact. This appears to be yet another stall tactic by this company.

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 a California resident and Michael's Rewards will not remove me from their mailing list. I have been receiving unwanted weekly email for multiple years - during which time I have submitted multiple requests to remove me from their mailing list. The Michael's email includes an "unsubscribe" button, which when pressed responds that I will be unsubscribed, yet the email keep coming. In 2024, I contacted Michael's Privacy via email and requested that all of my information be permanently deleted from their system. After multiple attempts, I received confirmation that my info had been deleted. But no such luck, the email keep coming. I just need it to stop.

  Business Response

  Date: 03/20/2025

  Reached out to customer via internal case ********. Attempted to call customer but number on file provides an out of service notification so I resorted to email as a last resort to inform the customer of our changes. Customer's information has been added to our list of emails that are to stop receiving all communication, mainly by stopping Rewards emails. While this can take up to 7 days for the emails to stop, the customer has been successfully set up for the emails to no longer be sent.

  Customer Answer

  Date: 03/28/2025

  I am rejecting this response because:   While I am hopeful that the resolution will cause the email to stop within 7 days, I cannot yet accept the resolution until the email has actually stopped.  As of today, I am still receiving daily email.
  

  Business Response

  Date: 03/31/2025

  We thank the customer for reaching out. We have created an internal case 08380412 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: 04/02/2025

  The email have stopped, for which I am grateful.  I have reviewed the business response and accept this resolution.
  

• Initial Complaint

  Date:03/16/2025

  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 have requested to be removed from their email list about 300 times. I emailed them. I contacted them on social media. They have promised me a half dozen times that I was already removed. They are lying liars and I believe criminals, right? It's illegal to continue sending emails to someone who has unsubscribed.

  Business Response

  Date: 03/19/2025

  Added customer to list of emails addresses that should not receive any further contact. Called customer and left a voicemail informing of this update and advising it can take up to 7 days depending on the process that our email team is at. Checked all systems and confirmed this should finalize the customer's removal from the email system.

• Initial Complaint

  Date:03/16/2025

  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 walked into the store hopeful, expecting to resolve a simple issue with my Cricut machine and an unopened vinyl exchange. Instead, I left feeling humiliated, frustrated, and deeply disrespected.From the moment I entered the store, carrying my items, I was not greeted with kindness but was instead met with immediate resistance from an employee named ***. Before I could even explain, she firmly told me that ****** machines could not be returned I need to call cricut customer care. I calmly explained that my machine was defective and that I had my receipt, which clearly stated I was within the 60-day return window purchase made 02/06/25. She brushed me off and told me to wait. I stood there, patiently, as she focused on something else before calling her manager to confirm what I already knew exchanges were allowed with a receipt and within the given timeframe. After her phone call, I handed her my receipt and also mentioned that I wanted to exchange my unopened vinyl for a different color. I had two separate transactions. She told me we would start with the Cricut and asked for the card I originally used. I provided it, but she insisted it was not the same account. I was confused. I carefully checked my wallet and bank statement, which showed that I had indeed used the card I gave her. I explained that I had paid via Apple Wallet, and my bank confirmed this. Still, she refused to process the return, stating she needed the exact physical card used, despite the clear evidence I provided. I was trying to understand, trying to work with her, but she became dismissive. When I asked her how this made sense, she repeated herself without attempting to help and then stated she cannot return an opened box. Then, to my shock, she escalated the situation unnecessarily by threatening to call security if I didnt leave. I was stunned. I had not raised my voice, been rude, or caused a scene I was simply trying to get a resolution.I will send an email with full complaint.

  Customer Answer

  Date: 03/18/2025

  Good Evening, 
  
  Can you please add the below as it was not able to fit in my original complaint: 
  
  
  I walked into the store hopeful, expecting to resolve a simple issue with my Cricut machine and an unopened vinyl exchange. Instead, I left feeling humiliated, frustrated, and deeply disrespected.
  
  From the moment I entered the store, carrying my items, I was not greeted with kindness but was instead met with immediate resistance from an employee named ***. Before I could even explain, she firmly told me that ****** machines could not be returned I need to call cricut customer care. I calmly explained that my machine was defective and that I had my receipt, which clearly stated I was within the 60-day return window purchase made 02/06/25. She brushed me off and told me to wait. I stood there, patiently, as she focused on something else before calling her manager to confirm what I already knew exchanges were allowed with a receipt and within the given timeframe. 
  After her phone call, I handed her my receipt and also mentioned that I wanted to exchange my unopened vinyl for a different color. I had two separate transactions. She told me we would start with the Cricut and asked for the card I originally used. I provided it, but she insisted it was not the same account. I was confused. I carefully checked my wallet and bank statement, which showed that I had indeed used the card I gave her. I explained that I had paid via Apple Wallet, and my bank confirmed this. Still, she refused to process the return, stating she needed the exact physical card used, despite the clear evidence I provided. I was trying to understand, trying to work with her, but she became dismissive. When I asked her how this made sense, she repeated herself without attempting to help and then stated she cannot return an opened box. Then, to my shock, she escalated the situation unnecessarily by threatening to call security if I didnt leave. I was stunned. I had not raised my voice, been rude, or caused a scene I was simply trying to get a resolution.
  
  At that moment, I felt incredibly disrespected and belittled. As I was on the phone with my bank, she rudely interrupted me and put a paper down on the counter, disregarding the fact that I was actively seeking a solution. When I asked her for a moment, she once again demanded that I leave. Even after I moved aside to allow other customers to be helped, she continued to treat me like a problem rather than a paying customer seeking assistance in front of other customers. 
  
  I remained calm, asking another employee, *******, if I had done anything wrong to warrant such treatment. His response was telling he admitted that I had done nothing inappropriate. He was kind, professional, and patient, in ***** contrast to Jens ********* Eventually, security came into the store. I stood there, waiting, not understanding why this situation had escalated to such extremes. Then, *** told me she had called the police. I was in complete disbelief. For what? For asking to exchange a defective product with a valid receipt? For standing my ground while being dismissed and disrespected?
  By this time, the store was closing, and I had yet to receive any real assistance. I asked ******* if I could use his name in my complaint, and he kindly agreed. I made sure he knew that he had been nothing but professional, and I thanked him for his patience.
  
  I left the store feeling hurt and appalled at how I was treated. No customer should ever have to experience such blatant disregard and hostility, especially when following store policy. I understand that policies exist for a reason but there is a way to enforce them with empathy, professionalism, and respect. *** displayed none of those qualities.
  This experience was more than just an inconvenience it was degrading. I truly hope management takes this matter seriously, not just for me but for anyone who walks into this store expecting to be treated with basic human decency. No one deserves to be made to feel like an inconvenience simply for asking for fair and reasonable service.
  
  ******** Walden 
  

  
  

  Business Response

  Date: 03/19/2025

  Spoke with customer over the phone and collected all information about the incident through internal case ********. Sending information to be reported for thorough review and investigation.

• Initial Complaint

  Date:03/14/2025

  Type:Order 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.

  Hello, I'm reaching out to discuss some difficulties I've encountered at Michaels concerning their price match policy. I've noticed that the enforcement of this policy seems to change based on the employee present that day. It often contradicts the guidelines provided online, and I've experienced disrespect and negative attitudes during these interactions. At this point, it feels somewhat discriminatory.

  Business Response

  Date: 03/20/2025

  Attempted twice to reach out to customer to discuss the situation and try to assist via internal case 08370752 with no response. Customer is welcome to reach out so we can document the incident and have thorough investigation done as well as speak about how our price match policy should work for his future reference.

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 returned two boxes of yarn to *** on the same day. I paid ****** but was only refunded ***** and I can't get them to pay for this.

  Business Response

  Date: 03/21/2025

  Reached out to customer via internal case ********. While we were not able to confirm that we received all returns from the customer, the customer was provided her refund for her order and was provided information about how to save documentation of her return to assist with any investigation of return required in the future.

  Customer Answer

  Date: 03/21/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/01/2025

  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.

  After my last order thought I would never buy anything else from this store. I ordered lots of birdhouses for the students at school to paint, only thing is no bird would fit into these houses, had to return, lady marked buyer's remorse on return, which how is it that when the house doesn't fit a bird at all, so what good are they? Refund took forever to get. Store keeps sending me emails, use your **************** $5 off for the hassle, so looked online & found a couple different things, go to check out, site keeps emptying my basket, can't use the vouchers, can't use the $5, can't use the 30% off they advertise, what kind of racket is this? Shopping should be fun yet when I am on this site I want to throw my computer out the window. If you drop below the $49 max for free shipping say if coupon or some deal works, then they add a $9 shipping fee back on unless you buy more junk. Why this store makes it so hard to use coupons vouchers, or % off's or for anyone to get any kind of a deal is beyond me& with all the other websites out there that you don't have to play all these games on to get any kind of a deal or savings, I don't see how this store stays in business. Everything they sent me was midget size & not as described or expected, I got no apology only when they offered a whole $5 off next purchase that I can't do a next purchase because the site keeps erasing my cart & playing games with codes, ******************* Forget it I will shop on other sites that I don't have to sit here & play all these games, just like last order when it said save 30% off all items even sale items, then it had restrictions to that, how can you advertise this stuff & not follow through? Then they charge your bank umpteen times about 9 times for 3 orders. Put a fork in it I am done trying to buy stuff from this website.

  Business Response

  Date: 03/05/2025

  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:02/18/2025

  Type:Customer Service 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 unable to unsubscribe from Michaels spam rewards emails from *********************************** I have tried calling the customer service line, which I actually had to search the numerical number for, because phones haven't connected numbers to letters since the advent of smartphones more than 10 years ago. Upon calling I am placed on hold after choosing the option to wait, and hung up on within 20 seconds. There is an unsubscribe button within my email, but it says that you have to unsubscribe from the website, but it does not actually unsubscribe your email. When you go to the website, it says that it has unsubscribed you, but that it will take 2 weeks to process and actually go through and unsubscribe your email, and until it does, you will still receive promotional content. This is completely unacceptable business practices.

  Business Response

  Date: 02/18/2025

  We thank the customer for reaching out. We have created an internal case 08314666 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: 02/20/2025

  I am rejecting this response because: they did not do what they said they would. They did not unsubscribe me from the spam emails, and only gave me the same website that didn't work at all, and the same phone number that hung up on me several times. They lied, and it is completely unacceptable.

  Business Response

  Date: 02/21/2025

  We thank the customer for reaching out. We have created an internal case 08314666 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.