Business Profile

Craft Supplies

Michaels Stores, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Craft Supplies.

Complaints

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

Customer Complaints Summary

359 total complaints in the last 3 years.
143 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/11/2023
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.
My mother went to Michael's craft store the week of September 4th in *************, **. She has purchased so yarn. She wasn't sure if the yarn that she purchased would work for what she was doing. We went to Michael's yesterday 9/9/23 in ********/***********, **. We told the woman that we don't have the receipt. She started ringing up the yarn and asked my mom for the card that she used. She didn't have the card and the woman said that she couldn't take is back. We asked if we could get store credit and she said no. Today 9/10/23 my mom went back to Michael's in *************, ** and the woman told her that she couldn't get a refund because she didn't have the receipt. All my mother wants is her money back because she had already purchased more yarn from Michaels and the yarn that she just purchased is the yarn that she wanted.
Business Response
Date: 09/12/2023
We are sorry to hear about the guests experience. I will follow up with the store and we will have the store team reach back out to rectify the situation.
Customer Answer
Date: 09/16/2023
I am rejecting this response because: Talking to someone is not going to give me back my refund. The repone stated nothing about my refund and I would like my money back for the yarn that I no longer want.
Business Response
Date: 09/26/2023
Our store manager reports the customer was contacted and this issue has been resolved.
Initial Complaint
Date:09/11/2023
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.
)n August ******************************************************* Michaels. I gave them the dimensions and paid for the mat. Today 9/10 it was ready- when I got the mat home it was the wrong size. I looked at the receipt and the size was correct on the receipt. I took the mat and the receipt to Michaels and was told it is their "corporate policy" that they do not do returns for framing items. I pointed out it was their error and the store manager named ***** agreed but repeated "It is our corporate policy to not take returns for framing items. I asked if it is there policy to make customers responsible for their mistakes. I was told I can return on Monday and speak with another manager but it is their corporate policy to not take returns on framing. I said that if fine but I have not gotten what I paid them for so they need to do something. I was again told it is their corporate policy to not take returns on framing, even when it is their error. I feel it is a bit of a *******, they took my money for a specific item, they then gave me a different item and are refusing to honor the original purchase agreement.
Business Response
Date: 09/12/2023
We will reach out to this customer to grab the ********************************************* this incident occurred and work with them on a resolution.
Customer Answer
Date: 09/12/2023
Hello-is this the response from the business I am to accept or not?
We will reach out to this customer to grab the ********************************************* this incident occurred and work with them on a resolution.
there does not appear to be anything to accept-the corporate headquarters called and said they were beginning process to see if refund will be given but process takes weeks. They suggested I return to store to speak with management again to speed the refund process. After they treated me and my wife so poorly that was not an acceptable solution.
Customer Answer
Date: 09/13/2023
I am rejecting this response because:
Hello-is this the response from the business I am to accept or not?
We will reach out to this customer to grab the ********************************************* this incident occurred and work with them on a resolution.
there does not appear to be anything to accept-the corporate headquarters called and said they were beginning process to see if refund will be given but process takes weeks. They suggested I return to store to speak with management again to speed the refund process. After they treated me and my wife so poorly that was not an acceptable solution.

Business Response
Date: 09/13/2023
We spoke to this customer yesterday *******, we discussed the issue and agreed to a full refund. The customer was made aware ********************** is processing a check request and it will be delivered to the customer at the address he provided.
Initial Complaint
Date:09/08/2023
Type:Service or Repair 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 requested to unsubscribe from ALL Michaels Stores **** emails and communications on September 7, 2023. Upon unsubscribing, the website shows a message stating it can take up to 2 weeks for the changes to take effect. I then received an additional marketing email on September 8, 2023. I visited the website again and unsubscribed for a second time, and received the same message from the website. I attempted to contact customer service and was asked for my phone number multiple times, but it was not a necessary piece of information related to my complaint. The customer service agent did not address my issue or complaint. I ended the conversation after being asked for my phone number multiple times, despite me providing my email address instead.
Business Response
Date: 09/08/2023
Our apologies to the guest for this delay- I have personally unsubscribed the guest from any further email communication. The guest will not receive any more marketing emails from us unless they contact us and ask to be opted in.
Customer Answer
Date: 09/08/2023
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:09/07/2023
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 called at least four times in one week in regard to returning a wreath that I bought in early ****. A Fourth of July decoration. I put it on my door well before the 4th and it literally fell apart. A paper wreath. Shortly after the holiday, maybe in the end of July or early august i got around to brining it back to the store I purchased it from. I did not have the receipt. I certainly didn't think I needed one as we are not supposed to need one if we are registered with our phone number at Michaels. The person at the register told me she could not locate it. There was no tag on the wreath. She went on the website and found one and tried to search with that SKU and she said nothing come up under my account. I told her I would call customer service as I was walking around the store and attempted to do so. They were going to search under my receipts for **** to look for it and we got cut off. the customer service rep never attempted to call me back although she verified my number! I was furious at that alone. I approached the cashier again and asked for a manager. The manager told me I would have to call customer service. there was nothing they could do. About a week later I tried again as I was near another Michaels. This time i spoke with two people in customer service to no avail. Even a manager. She said I would need the date of sale at least. I said I have to go through a hundred transactions on my checking account until I find this? I have two debit credit accounts! This is absolutely ridiculous. why have a tracking through phone numbers for receipts at Michaels if they can't locate something? It was a pretty quiet season for me in spring and summer. I didn't buy even half as much as I usually do. This should have been able to be found! The last supervisor I spoke with that day, said she would have it escalated and have a local manager call me in regard to it and they never did. Never heard from one person. This was all for a wreath that cost under $10!!
Business Response
Date: 09/07/2023
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:09/06/2023
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.
March 31st 2021 I fell inside of the Michaels store they told me to go and get my treatments and when the treatments was over to send them the bills when I took almost 2 years of physical therapy and still on medication and sent them the bills and it was never enough they just gave me the runaround and and I gave them my information sent in my my address my banking information and then when I call them they said that it was closed because the time had expired they gave me the runaround I kept giving sending them information anything they told me they needed I sent it to them but it was never enough now I'm left holding bills from the fall that I had inside of their store
Business Response
Date: 09/07/2023
Handling
Customer Answer
Date: 09/08/2023
A complaint was filed with them immediately they knew what was going on they told me to go and get my Medical Treatments when the Medical Treatments was over cuz I was sending them everything as I went along they sent all that back to me told me to wait until everything was over then I sent them everything I had but it was never enough they kept telling me to send more send more I kept sending everything I had and gave them my information my contact information my mailing information so why they didn't send whatever it is they needed to send I do not know this year my husband has had extremely extreme medical challenges so it's been a very difficult year and I just assumed that they would send me whatever it is they were going to send me because I sent them everything they asked for. I'm still getting medical bills from that issue they never paid one ***** and they knew about the situation
Business Response
Date: 09/08/2023
We are researching this case and will reach out to the guest once we have completed our investigation..
Business Response
Date: 09/12/2023
We have reviewed the complaint filed by this customer. This customer has already worked with our risk management team. This case is closed.
Initial Complaint
Date:08/22/2023
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 WENT TO RETURN A WATERCOLOR PALETTE AND SET OF WATERCOLOR METALLIC TUBES AND THE MICHAELS IN ORANGE SAID THEY REFUSED TO DO ANY RETURN WITHOUT THE RECIEPT AND THE ACTUAL **** IT WAS PURCHASED WITH. I HAD THE **** NUMBER AND I ALSO SAID THAT ID BE WILLING TO ACCEPT STORE CREDIT AND SHOW THEM MY ID. THEY SAID THEY WONT DO ANY RETURNS WITHOUT A RECIEPT, PERIOD EVENTHOUGH THEIR POLICY SAYS OTHERWISE. THIS IS THE ***** STAFF AT THE MICHAELS ON KATELLA. I WENT ON A MONDAY JUST BEFORE CLOSING. THEY WERE EXTREMELY RUDE AND TREARED ME LIKE SOME KIND OF CRIMINAL AND WERE TALKING BEHIND MY BACK. COMPLETELY UNPROFESSIONAL.
Business Response
Date: 09/05/2023
We will follow up with the customer. Other retailers sell some of the same items and as a result Michaels does require a receipt, if the guest does not have one. We can look up the transaction internally to get the receipt information as long as the customer knows what date and ********************** the item was purchased from.
Initial Complaint
Date:08/21/2023
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.
Hello. I placed an order online with Michaels Saturday August 12, 2023 for a Banzai ****ft. Sidewinder Blast Water Park being advertised for $18.99. The total with shipping was $29.48 which is an extreme savings considering their website stated it was regularly $759.99. Online it stated it was in stock and ready to ship and would've been delivered 8/15-8/22. I placed the order and my credit card showed the pending charge of $29.48. Order 7400109265253177.On Tuesday August 15, 2023 I received an email from Michaels "Weve cancelled this order due to unavailable items." I went online and could see the item was infact still available and ready to ship and would've been received 8/18-8/22. The price was still $18.99 however when you went to checkout the price reflected the orginal price. I called Michaels and escalated the issue and was assigned case number ********. The person I talked to said she could see it online and to reorder it. I told her the price changed in my cart. I wasn't for sure why they couldn't uncancel my order because it should've never been cancelled in the first place. She was going to see if she could do a price override on it but could not. She said she would look into it further and call me back in 24hrs. She did not.Saturday August 19, 2023 I called Michaels to check the status. No update other than it was being looked into. Michaels called back and said they removed the product online and could give me a $20 giftcard for the inconvenience. I told them I didn't feel that was right and that $20 was not enough to get a similar product and would be contacting BBB. They then offered a $50 giftcard which still is not enough. I asked for a similar product if they couldn't get me the one I ordered and was told they could not do that.I would like the original product for $29.48 or a similar one for same price.
Business Response
Date: 08/28/2023
I have followed up with customer through case #********
Business Response
Date: 08/28/2023
I have followed up with customer through case #********
Customer Answer
Date: 08/28/2023
I am rejecting this response because:
There has been ZERO contact from Michael's since this complaint was filed.
Please refer to orginal submission. I would like the original product for $29.48 or a similar one for same price. I do not want a giftcard for $50 as it is not enough to purchase a similar product.
Business Response
Date: 08/28/2023
We are sorry to hear the guest has not received our response. We have reached out via email to follow up. We will follow up with a call to the guest today. The item is no longer available for sale. We have offered the customer a $50 gift card as compensation for this error. We apologize for the inconvenience and appreciate that the guest may be frustrated and hope they will accept our apology and gift card.
Initial Complaint
Date:08/16/2023
Type:Delivery 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.
Last month, I ordered a pack of paper from Michaels (which was shipped from ************ It took approximately 2 weeks from the time I ordered the item to receive it. Once I received the item, it was the incorrect item. I have made numerous phone calls and sent emails to Michaels asking that I want the correct item. I was told that I would receive an update email when the item is shipped. Since I did not hear back from Michaels, I called them last week and was told that the item shipped. As of today, still no corrected item that I got. When I called Michael's today, he said that he could not get in contact with whoever. As of now, I still do not have my item that I ordered, just the incorrect item. I want the correct item shipped asap. This has been almost one month that I have been dealing with this issue. There is extremely poor communication between Michaels and the customer.
Business Response
Date: 08/16/2023
We thank the customer for reaching out. We have created an internal case (********) that we will work out of. If the customer would like to reach out to us to provide more information they can give us a call at ************.
Customer Answer
Date: 08/16/2023
I am rejecting this response because: I would prefer that Michael's calls me back. I have made numerous phone calls and sent emails to them. I feel like they are going around and around in circles. I received the wrong item and want the correct item sent to me. What is so difficult about that?????
Customer Answer
Date: 11/07/2023
Since there was an issue with the other company sending me the correct paper, the Michaels manager sent me a Michael's e-gift card as well as a refund. We can consider this issue closed. Thank you.
Initial Complaint
Date:08/09/2023
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 got a quote on the picture frame from Michaels Arts and Crafts 7/27/23 of $ ****** I was told if I waited till Sunday August 6th that I could get 70% off the coast of the frame. On returning the 6th, starting date of the sale, to the ******* ** a ******* in framing took our printout of the estimate went to the computer and came back with a base price of $510.00 on the frame. We said we were told it would be 70% off $279. He called his manager over and the base price became $573.00 on the frame, not sure how that happened? They took the 70% off the $573.00. Of course we argued that is not what we were told. They talked a lot about different packages which they never explained. The Manager keep saying she didn't understand what we wanted and why we were upset because we got the 70% off $573.00. We now have three different costs for the same frame. On Michaels website they advertised 70% off and showed examples taking 70% off the frame price. Some of the prices were $288.00 on sale $86.40; $303.00 on sale $90.90 all reflect the sale 70% off. Our frame Classic Revival Green and Gold was listed for $343.00 on sale ******, a fourth price for the same from. If they had honored our quote our frame would have been $ ***** which was in line with the sale prices online. When we said you gave us the price quote of $****** it should be 70% off that. The manager said they don't know what the web-site advertises. I went to another Michael's in **** Valley ** 8/7/23. I presented my quote to **** the Custom Framing manager, $******. The picture frame cost is now $835.00. **** said it's a different package. When I asked about the online prices he said for what size frame. They never gave frame sizes for the above prices. He also said they know nothing about online. Michael's framing and how they arrive at a cost is pretty much a mystery, it is deceptive and they bait and switch. We were given FIVE base prices, (I'm including the online price) for the same frame. I have the paper wok printouts they gave use to back these numbers.
Business Response
Date: 08/25/2023
Hello ******,

Thank you for contacting us!

Per our last email, the Store Manager and I have tried to call the phone number provided ************** but it keeps sending us to voicemail. Could you please provide us with a contact phone number and a time we can contact you to further assist you.
Case #********
Initial Complaint
Date:08/07/2023
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.
FALSE ADVERTISING Michael's has an option to select and order items based on when you can get them. One option is "same day" delivery for an additional charge of $9.99. I have placed such orders, including one on 05 Aug 2023 at 1:58 PM (Order # ****************) and paid the additional $9.99 (plus tax) fee for same day delivery. After waiting a couple of hours for my delivery I called the store to check the status and was told it would not be delivered until the next day. If I hadn't of cancelled the order I would have still had to pay the $9.99 fee for the "same day" delivery despite not getting it on the same day. I was told that there is a cut off, that orders must be submitted before 2:00 PM, which it was. I feel this is a dishonest practice and false advertising. Same day delivery should mean same day, not next day or within 24 hours.
Business Response
Date: 08/07/2023
Greetings-
We are sorry to hear about the guest's experience. It appears this order was placed after the 2:00 PM cutoff for Same Day delivery.
We will reach out to the guest and offer a coupon code to cover this cost if she would like to reorder.
Again, our apologies for the guest's experience.
I have opened an internal case # 06689215 for the guest to reference.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Michaels Stores, Inc. is NOT a BBB Accredited Business.