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 of Canada ULC

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

• 

  Michaels of Canada ULC

  101 - 15 Woodlawn Rd W Guelph, ON N1H 1G8

• 

  Michael's Arts & Crafts Supplies

  25 Hazard Ave Enfield Commons Enfield, CT 06082

• 

  Michael's Arts & Crafts Supplies

  295 Union St Waterbury, CT 06706

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:11/03/2023

  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 ordered a custom frame and the print that I furnished was not cropped according to my specifications. This was at the ******* store in ************* **. I contacted customer service via email more than a dozen times. When the Store Manager contacted me via email, I promptly responded, only to see me y response email blocked because I am not an authorized correspondent within Michael's. I am requesting refund of the framing and reimbursement of the print that was cropped not according to memy specs.

  Business Response

  Date: 11/03/2023

  We thank the customer for reaching out. We have an open case for this issue and will be following up with the guest today. Our apologies for the communication issue experienced by this guest. We will follow up with them today.

  Customer Answer

  Date: 11/04/2023

  I am rejecting this response because:   

  The business has never responded in actively fashion,  ever. I can ascertain that the business has not contacted me in the last forty-eight hours in any shape or form of communication. I called them Friday, November 03, and my information was taken again but no path toward a resolution of the dispute was offer. 11/04/2023 7:51pm

  Business Response

  Date: 11/07/2023

  We thank the customer or reaching out, We have attempted to reach the guest several times. However, after reviewing the information he provided here. I see the phone number is not matching what we have. 

  We will reach out immediately to resolve.

  Customer Answer

  Date: 11/07/2023

  The business has my email address, my preferred communication tool. The store manager of store **** has been able to reach me. The business is not handling the core of my complaint--rsk 11/07/ 12:44pm

  Customer Answer

  Date: 11/15/2023

  I am rejecting this response because:   

  The business has my email address, my preferred communication tool. The store manager of store **** has been able to reach me. The business is not handling the core of my complaint--rsk 11/07/ 12:44pm

  Business Response

  Date: 11/16/2023

  Our store team has made contact with this guest and is in the process of resolving the issue.

• Initial Complaint

  Date:10/26/2023

  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 regarding an order with Michaels.com. Order info is **************** in the amount of $63.49. Order arrived and was items from the purchase. 10 items in total.Qty 5: Panini ***** *** chronicles fat packs.Qty 5: Panini 2022 Chronicles Football fat packs.I reported this to customer service via chat on 10/25/23. Said would look into and would process a refund or replacement. I received email today telling me they would not be replacing or refunding order. Those items were not in the shipment and they did not even investigate the issue at hand.I would like a refund or items to be replaced since I did not receive the items.

  Business Response

  Date: 10/27/2023

  We thank the customer for reaching out.

  This return was completed on 10.26.23

  This order was delivered on 10.25.23 

   

• Initial Complaint

  Date:10/09/2023

  Type:Customer Service 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 received a shipped order with no packaging so all the indian corn was damaged. The wreath had damage but I can color that in. No one picks up in customer service and online doesn't work for damage. The website is so slow.

  Business Response

  Date: 10/10/2023

  We are sorry to hear of the poor experience the customer had with their shipment & the issues she had trying to reach us. I do see that she was able to submit a complaint via our ******** team & that her refund is being handled under case 06820153. Please let us know if there's anything more we can do to assist in resolving this. 

  Customer Answer

  Date: 10/10/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/02/2023

  Type:Billing 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 attempted to purchase several custom frames on September 20th during a recent 70% off sale. The frame I wished to purchase was displayed as being on sale and I read the fine print, it was not within one of the excluded categories from the sale, but when I added it to my cart the price shown was not discounted.I contacted customer service help chat, provided screen shots showing the discrepancy between the displayed sale price and the full undiscounted price that was listed once added to my cart and was told they would honor the sale, but I needed to purchase at full price and they would refund the difference, which I did the same day. These were custom frames and the undiscounted price was significant (over $1000 dollars) but I had no reason to believe they wouldn't honor the price especially after it was confirmed in the customer help chat by a company representative.After following up in email with detailed screen shots of each frames advertised price and the undiscounted price I paid, I did not receive the partial refund I was *********** ($702.48 after tax). I followed up politely several times and received brief "we are working on it" type responses and eventually a promise it would be handled by end of day September 28th. I have not received any contact since and my follow up emails have gone ignored.This company promised to honor their advertised price, and specifically instructed me to order and that they would make good on it, they have not done so. I purchased art specifically to get it framed, I do not want to cancel my order, I want them to honor the price the advertised, as they said they would when I inquired.

  Business Response

  Date: 10/03/2023

  Case ******** - We have refunded the customer and included refund timeline. 

  Customer Answer

  Date: 10/09/2023

  Refund was processed, it is unfortunate this took so long and me getting the BBB involved to resolve.

• Initial Complaint

  Date:10/02/2023

  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 purchased three 48 x 60 stretched canvas item number ******** online from Michaels, store number ****, ***************, **********, **. I tried to order with delivery but delivery was not available for the item. I attempted to order through Instacart but Instacart would not honor the sale discount. After I completed the online order for pickup, a friend went to Michaels and attempted to put them into her van. They would not fit, so she took them back into the store.I had assumed that they were returned but have not seen the credit in my bank account. On 9/26 I received an email saying that they had been picked up. I phoned the store and told them that no one had picked up the items. The manager said that the items had been moved to the employee break room and that she would process a refund.I received another email saying that my items had been picked up. I phoned the 800 number and requested a refund. They sent email directing me to go to Michaels. I responded that I am unable to go to Michaels.Then I created an online account and had a chat session the ended with the agent saying a higher up person would be in touch.

  Business Response

  Date: 10/02/2023

  I have spoken with the customer and the order has been refunded through case 06803131. 

  Customer Answer

  Date: 10/03/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/27/2023

  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 went to Michaels store located at ********************* (***************) on 9/26/23 at 2PM and had a very bad customer service experience. My gift card has an available balance of $72.21 but the card status was frozen for some reason. I called the 800 number on the back of the gift card while inside the store and the call representative, ***, verified that my gift card still had $72.21 available balance. *** told me to reach out to the store manager for a card reissue. The store manager was not present that day so I had to talk with the assistant manager, ******. She acted busy and did not want to offer any assistance. She said that she doesnt handle card reissue. *** talked with ****** over the phone to provide guidance on how to reissue the card, but ****** wouldnt trust **** advice. There was some back-and-forth waiting and nothing was resolved after an hour's wait at the store. What frustrated me was that I felt disrespected throughout the entire process. ****** didnt care about my issue and walked away several times without providing any updates. All I want is to be able to use my remaining gift card balance.

  Business Response

  Date: 09/27/2023

  We are working with the customer on this through an internal case and will resolve.

• Initial Complaint

  Date:09/26/2023

  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 placed an online frame order which did not pan out well for me. I could not use all the frames and some were not as displayed on the website. I was charged for some S&H, which I did NOT see in the site's fine print. the customer Service team was able to reimburse the S&H beyond what was suggested as FREE S&H on the web site. When I went back into the store to return the 2 undesirable frames, I was only given a portion of the amount I paid as refund. When I questioned this, the clerk said to call cus Sv and they would make it right. I made several calls, even speaking to supervisor *******, on 8/12/23 but was still refused the original amount I'd paid for these returns! On items Barn wood I paid $22.49, but was refunded only $19.91. On whiter float I paid $13.99 and only refunded $11.06. I am asking for the remainder of my purchase $5.51 + tax, to be refunded back to me. This whole ordeal has been completely UNACCEPTABLE! I can no longer recommend Michaels to anyone! I've spent a ton on money in your stores over the years, most recently just shy of $300 for custom framing. Is this how you thank a customer? After a long, tedious call w *******, and her denial, she promised to send my info ( screen shots of receipts and online orders) to her finance team and they would get back to me in 3 days. It has now been 6 weeks, so I'm reaching out to corporate for resolution , ******* should have all the supporting documentation that I sent her on our call.

  Customer Answer

  Date: 10/02/2023

  Michaels agent reached out but offered no direct refund as I have requested.   I will let  you know if they follow through or not~ thanks so much for being there for consumers like me! 

  Business Response

  Date: 10/05/2023

  I have spoken with customer via email. The customer was supposed to be refunded the remainder in vouchers. I offered the customer a $25 gift card so she can use when she wants, and she accepted the offer.

  Customer Answer

  Date: 10/05/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/25/2023

  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.

  Order **************** was supposed to be delivered days ago, I have checked everywhere and the carrier is unable to locate my packages. I needed this items asap for a birthday party and now I am left *********** without these items!!! Extremely upset and nobody will email me back regarding refunding me

  Business Response

  Date: 09/25/2023

  This order was created on 9.13.23 and delivered in its entirety through multiple packages on 9.15.23 and 9.16.23. 

  We have no record of this guest calling or reaching out to us to indicate any items are missing.

  Customer Answer

  Date: 09/25/2023

  I am rejecting this response because:    I did not receive this order!!!! I want my refund and I have in fact called and sent emails 

  Business Response

  Date: 09/25/2023

  We are assisting the customer within internal case ********. I am refunding the customer's order despite *** stating that the order has been delivered to a parcel locker, and without official investigation results to accommodate the customer as a onetime courtesy. Following up with customer from case via email.

  Customer Answer

  Date: 09/25/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/15/2023

  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.

  Michael's shipping policy and estimates are a bait and switch. They tell you it will get there much sooner than actually expected, and they don't conform to their own policies online about shipping. Orders are supposed to be shipped within 3 days. After a week with no update, I reached out, and they didn't provide any reason, only to say I could not cancel my order. The order estimate during checkout was 3 days. After the update, it was due in 9 days. I would not have ordered if I had known that. Companies are required to publish shipping policies for a reason, they can't just tell people an order will get there within a few days and then make it triple that time.

  Business Response

  Date: 09/18/2023

  We are very sorry to hear about this customers experience. This shipment is shipping from a store, and they experienced a technical issue. I have cancelled the order and refunded the customer. The Return reference numbers are R883920 $61.60 and R883923 $126.97 for a total of $188.57.

  For reference, the shipping policy the customer referenced is below:
  

  "The following shipping methods are available: Standard Ground (4 6 business days), Second Day (2 business days), Next Day (1 business day) and Same Day (same day). Business days do not include weekends and there is no weekend delivery for any shipping method except Same Day. Some items cannot be shipped using Second Day, Next Day or Same Day due to size, weight, hazardous materials and delivery address. These items will only have Standard Ground available. Currently, we do not ship to U.S. Territories, APO/FPO, ****** or other international addresses. Please note that orders could arrive in multiple packages."

  This order was created on 9.11.23. Therefore, today would be business day 6. To the customers point it would not have made it on time based on the issue at the store. For that, we are very sorry and will reach out personally to the guest to apologize and make right. 

• Initial Complaint

  Date:09/15/2023

  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 opened a seller account, and I want it closed and all of my financial and personal information removed and permanently deleted.As a user, you can sign up, but you cannot edit or remove information you entered, and you cannot close your account on their site.I requested them to close this account last week. I got back chat from the first response, "Why do you want to close your account?" The second rep to contact me said she would take care of it and let me know when it was done. Have not heard back.They are in possession of my social security number, bank account number, bank routing number, credit card number with exp date and code.I want this account closed and all of my information deleted.

  Business Response

  Date: 09/26/2023

  We have worked with the customer through an internal customer care case. We have provided the guidance on how to execute this request.