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. has 172 locations, listed below.

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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

  200 1055 Hillside Dr Kamloops, BC V2E 2S5

• 

  Michaels Arts & Crafts

  268 Daniel Webster Hwy # A Nashua, NH 03060

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:11/28/2023

  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.

  Date of Returned 11-16-2023 with signature Pending Return Return Order #R263311950732492805 Nov 21, 2023, 5:12?PM (7 days ago) Contacted customer service and provided proof of my returns and the customer service person (**** ********************** ************* ref:!**********.!************************ to refund after a signed proof of return was provided- I kept getting told that they did not receive the item . ( I am so sorry but that return is not yet returned. You can see on the tracking that the return is not yet returned and it is still label created.I do apologized but I am not able to released this refund. I will forward this case to our higher team for further assistance. Please wait for their response regarding with this case) I have not gotten a response - Whomever their customer service ***** is they are very combative and unwilling to help resolve issues -Just copy and send same response over and over again in the hopes you give up and they get to keep your money after the merchandise has been returned.

  Business Response

  Date: 12/01/2023

  Thank you so much for reaching out. I looked into our records and I do see that this customer spoke with ************* on 11/28 in internal case ********, and her refund was processed. Our representative also sent the customer a $15 gift card to accommodate for the inconvenience. I am following up with the customer through our internal case to make sure that their concerns are resolved to their satisfaction.

  Business Response

  Date: 12/01/2023

  Thank you so much for reaching out. I looked into our records and I do see that this customer spoke with ************* on 11/28 in internal case ********, and her refund was processed. Our representative also sent the customer a $15 gift card to accommodate for the inconvenience. I am following up with the customer through our internal case to make sure that their concerns are resolved to their satisfaction.

• Initial Complaint

  Date:11/27/2023

  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.

  This is in reference to order #****************. I placed an order for in-store pick up. I still had two days to pick up my order when I received a text in the middle of Thanksgiving dinner thanking me for picking up my order (which I of course did not do, nor did anyone pick it up for me as stores were closed on Thanksgiving day). I spoke with customer service via the online chat feature to try to figure out what happened and they advised I call my store. I called my store four times throughout the next day and was not able to get in touch with anyone (I tried calling at various different times as I recognized it was Black Friday and it was probably busy). I used the online chat feature again. The customer service agent also tried to call my store and could not get through. She then said she would refund the order ($78.42) since she could not get in contact with anyone to find out if the products were still there. (I have screenshots of this) and said I would receive an email confirmation of this refund shortly. I did not receive an email. I attempted to go to my store in person the next day, but they had so few employees on staff that the checkout line was at least a half an hour long. I then tried online chat again. This agent also tried to call my store again and could not get through. She then said she would email me about a refund once she spoke to them. She said she would respond in ***** hours. It has been past ********************************************* confirmation that I am getting a refund for products I never received. It is very upsetting to have to jump through so many hoops to be refunded for products I never even had in my hands.

  Business Response

  Date: 11/28/2023

  I sincerely apologize for this experience! I have processed a refund for this order. I would also love to offer a $20 gift card for the inconvenience and delay in resolution.

  I will reach out to the customer via email within internal case 06971792.

  Business Response

  Date: 12/01/2023

  I sincerely apologize for this experience! I have processed a refund for this order. I would also love to offer a $20 gift card for the inconvenience and delay in resolution.

  I will reach out to the customer via email within internal case 06971792.

• Initial Complaint

  Date:11/25/2023

  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 purchased a Christmas tree on Michaels Black Friday sale for $189.99. Less than 10 days later, the same tree was for sale was on a Black Friday sale for $149.99. I contacted customer service and was advised I could not get a price adjustment because the price is only good for 7 days. This is ridiculous since I could return the product and rebuy it within 30 days. This is not something that is revealed when you purchase and seems quite deceptive. I am simply requesting a refund or credit for the $40.00 difference.

  Business Response

  Date: 11/27/2023

  We thank the customer for reaching out, the tree the guest is referring to is not the same as the tree she purchased. However, in looking back I do see a promotion that would have qualified the tree she purchased. I have reached out to the guest directly and will work with her to resolve.

  Customer Answer

  Date: 11/27/2023

  I am rejecting this response because:   The business indicates it has reached out to me directly. I have received no such contact. They may reach me at ********************

  Business Response

  Date: 11/28/2023

  The customer was contacted, and the issue is resolved.

• Initial Complaint

  Date:11/21/2023

  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 purchased items online through Michaels website Spending approximately $600* Six of the items were incorrect not what I ordered* They are approximately 35 to 38 pounds each box they were delivered *** to my house* *** will not take them unless they each have their own tracking number* I called Michaels customer service to get assistance* I have trouble understanding the overseas people that they hired to help with ***************** issues of customers* They do not understand what I am trying to say or what I am requesting which is simply six individual *** tracking numbers to put on each box so that *** comes to my house picks back up the wrong items that were delivered and send me the correct items that I ordered* This has been an absolute nightmare! Nobody can help me and when they do try to help me they send me one tracking label* With all of the Americans in ***************** without a job why oh why are we sending our jobs to overseas where they can barely speak English let alone understand it? I am a senior citizen I cannot pick these boxes up take them to the post office and have them mailed I cannot pick them up and take them to the stores and have them exchanged why would I do that when I had ordered online and have them delivered to my house? I think that there should be upper management in ***************** answering the customer service line when you have a problem like this! Especially when you spend this kind of money! I would never have had this problem if I wouldve ordered from Hobby lobby! Ive learned my lesson * I am requesting an ******** from ***************** to call me back and assist me with this problem I dont want a regular representative I want management to handle this at this point no Middleman* This has been a needless stress for me and the person who filled my order needs to be reprimanded*

  Business Response

  Date: 11/27/2023

  Hello! 

  It appears that this concern has already been addressed and resolved under internal case number 06962409. I will follow up with the customer through the case to confirm that their concerns have been addressed to their satisfaction.

  Business Response

  Date: 11/27/2023

  My apologies, an update to the last message sent, the internal case number is ********.

  Customer Answer

  Date: 12/01/2023

  I am enclosing a re-ship order request. Re-ship order number is mentioned in the photo.. This is from Michaels. I need to make sure that somebody is sending me the correct panel towers as mentioned in the photo under the item number in the ********** has received five ()incorrect mobile chest)) that I am trying to exchange for the correct ones in the photo. I need someone to follow up with *** and Michaels to make sure that I receive these along with tracking numbers for five items. Bottom line I should be receiving five modular mobile panel towers please make sure they are the panel towers as mentioned in the item number in the photo please have management confirm these are the ones being sent to me

• Initial Complaint

  Date:11/21/2023

  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.

  To Whom It May ******* at Michaels Stores Inc.,I hope this message finds you well. I am writing to express my disappointment and dissatisfaction with the recent experience I had at the custom framing department of your *********, ** location.On 11/20?23, I engaged with the custom framing department and placed two substantial orders totaling almost $700 after availing the 70% off sale (*** was AMAZING). The next day, I revisited the store to finalize my decision regarding matting for one of the frames. The associate assisting me, while very pleasant, appeared to be very new and lacked the necessary support in terms of training (she was not trained at all) and managerial guidance (totally unsupported by the manager on duty).During the process of selecting the perfect mat, the associate informed me that the matting I chose seemed to be discontinued, although she was unsure and it was not reflected in the system. To salvage my investment of nearly two hours in selecting the mat, I requested her to confirm with a manager. Here lies the crux of my issue.The manager, who approached the situation, exhibited behavior that was overtly rude and disrespectful towards both me and the new associate who was assisting me. It was uncomfortable and highly unprofessional. Not only did she display dismissive body language (crossed arms) and negative facial expressions, but her tone and demeanor were notably hostile as if inconvenienced by being called for assistance.Furthermore, the manager lacked sufficient knowledge to address my concerns regarding the availability of the matting. Her explanation regarding multiple unavailable samples displayed from the "store stock" section was confusing and lacked coherence. Her parting words, insinuating that such errors were unsurprising and potentially commonplace within Michaels, were both discourteous and reflective of an indifferent attitude toward customer satisfaction.It's important to note that this manager failed to introduce herself or provide her name, which led to uncertainty regarding her identity. From the information shared by the associate, it is possible that her name could be "**********," "*********," or "*********."********, despite multiple attempts both in-store and through your corporate customer service line, I have been unable to ascertain the availability status of the matting I desired. The *** is ************, and the color code is FE14700, named "Countess Cormeal."I trust that as a reputable establishment, you take customer feedback seriously and strive to maintain a standard of professionalism and customer care. I kindly request a swift resolution to this matter and clarification regarding the availability of the aforementioned matting.Thank you for your attention to this issue. I sincerely hope that steps will be taken to prevent similar experiences for other customers in the future.Sincerely,***************************/*********************** ************

  Business Response

  Date: 11/27/2023

  We are very sorry to hear about this guest's experience. We have opened an internal case ******** and will have a custom framing expert reach out to the guest. We will also ensure our District Leadership is made aware of this issue for coaching and training.

• Initial Complaint

  Date:11/18/2023

  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.

  I ordered a christmas tree from Michael's during their Christmas sale. They had the tree listed as $23.61. When I ordered the tree I noticed a review stating that they had canceled due to saying wrong price being listed but this comments was months previous. With it being a few months ago I assumed this had already been corrected and my order processed. After about a week and receiving no notification, I contacted Michael's support. They told me that my tree had not shipped because they canceled the order due to listing an incorrect price. I never received nor have a received a cancelation notice from Michael's and my order is still noted as in progress when I check the order number. I checked the listing again on the website before filing this complaint as more people have commented saying the same thing happened to them however they received notification the order was canceled. I am not sure what submitting to the BBB will do, but it does not seem right that they can have this product listed for an incorrect price for what appears to be months and canceling people's orders without changing the price until just recently. I honestly would like to get the tree I purchased for the price they listed and were selling it for, but I understand if that would not be possible. I have the email of my receipt as well with a confirmation of my order and have yet to receive a cancelation notice of my order.

  Business Response

  Date: 11/24/2023

  We thank the customer for reaching out. ********************** does not have this tree advertised on our website at the price the customer states. We are investigating all of our marketing channels to ensure the tree is priced correctly. While Michaels does everything we can to avoid pricing errors, when one does occur, we work quickly to resolve the issue. As we will in this case. We are sorry for the inconvenience. We will follow up with the guest directly.

  Customer Answer

  Date: 12/01/2023

  I am rejecting this response because:  Michaels has not attempted to contact me nor have they sent me an official cancellation notice of my order. Additionally, as I previously stated the issue is not that the current price listed on the site is incorrect. The issue is that the price listed when I purchaesed the tree was $23.61 with a single one-star review from 3-4 months previous stating that when they had purchased the tree Michaels canceled their order due to incorrect pricing. I was under the assumption then the price had been corrected as Michaels stated they handle pricing concerns immediately. I myself and a number of other customers then purchased this tree for the $23.61 listed price that was also not a sales price, but listed as the price for the tree as it was excluded from the sale (70% off all christmas trees) at the time. Some of the other customers then made reviews stating Michaels canceled their orders, notifying them through email, that the price was incorrect. These images can be found in my original complaint as I included the screenshots. 

  Business Response

  Date: 12/12/2023

  I am so sorry that your order was cancelled and for any inconvenience this may have caused. The item in question is a marketplace item that is from a third-party and the error was on the part of the vendor, and the order was canceled by the vendor. We have confirmed that the item is listed at the correct price on our website. For this reason, we are unable to accommodate with a price-match.
  
  To accommodate for the trouble, I have sent a $25 gift card to you via email. Please allow just a few moments for it to arrive. It is redeemable online or in store. Please note that once it is loaded to your virtual wallet, it then becomes online redeemable online.

  Customer Answer

  Date: 12/12/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:11/18/2023

  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 placed order **************** for 137.16$ on 11/12/23. My order was marked as delivered at other on 11/16/23 . I contacted Micheals told them I didnt receive my order and it was urgent that I get it. The order was for a birthday on 11/18/23. I was told to wait another day to see if it shows up. If not they will refund order since reshipment wont come in time. Order still didnt arrive so I contacted them again on 11/18/23 for a refund. First person said they will help but couldnt so transferred me. Second person wasnt of any help either. **************** sucks! I am again requesting my money back for an order I didnt receive. (I had another package from a totally different company say the exact same thing delivered at other at the same time and same day. I contacted that company and got help right away.) Michaels want me to jump through hoops for a resolution.

  Business Response

  Date: 11/24/2023

  We have spoken to this guest and provided tracking information which shows delivered. We will follow up with the guest again.

  Customer Answer

  Date: 11/24/2023

  I am rejecting this response because: I already know the package was marked as delivered but I didnt receive it. If the company dont provide a refund I will be filing a dispute and never shopping with them again. This is horrible customer service. No help is being provided. The items were for a birthday gift, that I had to go without and replace. 

  Business Response

  Date: 11/24/2023

  Hello!

  We sincerely apologize for the customer's experience. We have read the chat correspondence between the customer and our representative. When the customer reached out to ************** our Tier 2 team member explained that in order to refund or ****** we would need to submit an investigation request through *** because there is proof of delivery as well as a picture confirming delivery. 

  The customer responded stating that they would dispute the charges with their bank. For this reason, our team member did not take further action as the customer stated they would dispute.

  I will go ahead and proceed with the investigation with *** and follow up with the customer in our internal case ********.

  Customer Answer

  Date: 11/25/2023

  I am rejecting this response because:   I am very disappointed with customer service. I told them my order was for a birthday gift and they still didnt care. I already had to come out of more money to replace that order. A photo of packages being left somewhere is not proof of delivery. I did not receive my order in my hands nor did I sign for anything! I will no longer be purchasing from them ! 

  Business Response

  Date: 12/01/2023

  *** states that they are still investigating the delivery of this shipment.

• Initial Complaint

  Date:11/18/2023

  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.

  I had paid my Michael's balance and closed my account months ago. Later, I received a $3.82 interest charge, due to the fact my balance was paid after the interest cycle. I paid this balance, then I received another statement with this interest charge doubled. I contacted the company and ****************** of the 800 number said my balance would be cleared to $0. Now, I just received another statement with a tripled interest charge of $11.28. I called the 800 number and remained on hold for over 1 hour, no exaggeration, to only have a recording say the office was temporarily closed. I refuse to pay this bogus charge out of principal. I tried contacting Michael's via email but I do not have the required account number because I destroyed my card after closing the account, 6 months ago & all statements only display the last four digits. Again, this complaint is out of principal. Continued bogus interest charges and no way to contact the company. Thank you

  Business Response

  Date: 11/21/2023

  I sincerely apologize for any inconvenience this may have caused you. The Michaels Private Label Credit Card is through ************** Michaels does not have access to your account, nor can we view, edit, remove or apply any charges. For assistance with your account, please contact Comenity.

  Customer Answer

  Date: 11/27/2023

  I am rejecting their response because:   The Michael's correspondent, *************************** said they do not control the credit card company, Comenity. Therefore, my complaint is still open-ended. Though she is sending a $15 gift card for the inconvenience of waiting on hold for over an hour.

  Business Response

  Date: 11/28/2023

  We have sent the mentioned gift card to the customer for the inconvenience. While it is true that Comenity will be able to assist the customer, I am reaching out to an internal contact to see if they can help. I am also following up with the customer in the internal case.

  Business Response

  Date: 12/01/2023

  We have sent the mentioned gift card to the customer for the inconvenience. While it is true that Comenity will be able to assist the customer, I am reaching out to an internal contact to see if they can help. I am also following up with the customer in the internal case.

  Customer Answer

  Date: 12/07/2023

  I am rejecting this response because: 

  Still not resolved. Michael's recent response, Nov 28th:

  'Dear *****,
  
  Thank you for following up through BBB. I am so sorry that this is still ongoing. I have reached out to a contact with Comenity in order to see if he can get the ball rolling. I will provide an update as soon as I hear back!
  
  
  If I may be of further assistance, please let me know. I'm here to help!
  
  Sincerely,
  
  *********
  Michaels Customer Care
  
  ref:!**********.!****************

   

• Initial Complaint

  Date:11/14/2023

  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.

  On 10/18/23 I placed a store pick up order at the Michaels Laveen store located on *********** and ********. Order ****************. My sister stoped to pick my order up on her way to my house on 10/21. She was told that the order was already picked up. T while still at the store, she called me to let me know they did not have my order nor had I picked it up. It was apparent that my order had been stolen by another customer. A lady named **** assisted my sister however did not address herself as the Manager. She had no remorse for the situation, not so much as an apology! She told my sister that I would have to go to the store to get reimbursed which was incorrect! I called the store immediately and asked to speak to a Manager. The same lady, ****, answered and said she was the Manager. If she truly was the Manager, she was a very poor one with very little to no professionalism and lacked customer service. She basically blamed the theft of my item on Michaels for their in-store order pick up process and not once offered to take accountability for the theft. She didnt do so much as offer any type of resolution other than to run a customer off with her bad attitude! I told her that they should have some type of knowledge of the order being picked up if Micheals sent me an email on 10/20 stating my order was picked up. After dealing with this Manager, I called micheals.com for further assistance. At that point, I was setup to have someone call me so that I may address my complaint and concerns to them. Initially I was given case number ******** and was told someone from tier 2 would call me to follow up. Days had gone by and I was the one constantly following up with them. I was in given another case number ******* and was told that a district manager would call me within 24/48 hrs and to this day, almost a month after, I have yet to successfully speak to anyone regarding this very disappointing and poor quality of service/experience from Michaels!

  Business Response

  Date: 11/21/2023

  Upon reviewing case history with this customer, in case ******** we see that the District Manager has reported multiple attempted contacts to resolve the customer's concern. They stated that the missing item has been secured and they are happy to refund. I am following up with the customer and the DM to facilitate contact. 

• Initial Complaint

  Date:11/10/2023

  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.

  They're so caught up in the customer service concept that they enable customer abuse of employees

  Business Response

  Date: 11/21/2023

  I am following up with the customer via email within internal case number 06962485 to gather details about experience and assist.