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

  665 W Broadway Vancouver, BC V5Z 1G7

• 

  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:08/04/2023

  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.

  I specifically reached out to Michaels directly to request my maker account be suspended and to have the contract voided, Ive yet to receive a response.

  Business Response

  Date: 08/04/2023

  We're so sorry for the delay in getting a response. We have ticket ******** open for this customer's request to close their **********************. We are working with our team to confirm that this has been completed and will then follow up with the customer with confirmation.

  Business Response

  Date: 08/11/2023

  We were not able to find a store under the provided information and have reached out to the seller/customer to request more information about the store name that they are requesting to be deleted. We have emailed the customer & attempted to call, but were unable to leave a voicemail. We are happy to assist further, but need some additional information. If the seller/customer has additional information to provide that would help us to find the store that they are requesting to be closed, please reach out to us by responding to the email or calling our ************* team at ************** & referencing case number 06672223. 

• Initial Complaint

  Date:08/03/2023

  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 purchased some things online and was double charged for it so i callled and asked them about it and the gentleman i spoke to said he was going to forward my contact info and my issue to the right department and someone will get back to me and thats been almost a month and i have not heard anything!

  Business Response

  Date: 08/21/2023

  I have reached out to **************** regarding the double charge, and they have confirmed they only show one charge on the customers account. The customer did confirm that they are still showing two posted charged of $19.40. As we are only showing one charge we did go ahead and refund the confirm for the entire order, and the customer will now need to wait on the refund to go back to her account.

• Initial Complaint

  Date:08/01/2023

  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 visited your store located at ********************************************************* on July 22 and had literally my worst customer service experience to date. I arrived at the store about **** minutes before closing already knowing exactly what I needed intending to go in and grab my items and be done but the employees had already turned the door automation off. There was another gentlemen at the front of the store before I arrived trying to get in as well. While we were standing out for knocking on the door 2 different employees walked by and just looked at us and turned away. Eventually a customer who had just finished checking out came out of the store so I was able to go inside and it was at that time one of the employees that seen us standing out front began laughing in our face and ran away when we asked what is so funny about the situation. Being that it was about 2 minutes until closing I went to gather what I needed while my husband went to speak with a manager to try and figure out exactly why we were treated the way we were. Even when I checked out the employee didn't care about my concerns when I explained the situation. My husband spoke with said manager who said he'd speak with the employee about the situation but as soon as he went to walk away he began laughing with another employee as if their terrible customer service was comical. The manager claimed the door is set to automatically disable at 5 minutes prior but we were there before then as well as the other gentlemen. The manager told us that his name was ******* and the woman that laughed and ran away from us upon entering the store's name was ******. After the experience with them I am honestly not even convinced he gave real names, that is how completely disrespected we felt through this entire process. Once it was all said and done I truly regretted even spending my money in the store, I hate the idea of supporting a business that treats its customers with such disregard.

  Business Response

  Date: 08/01/2023

  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. 

  Customer Answer

  Date: 08/01/2023

  I am rejecting this response because:   The location should be amended to ************************************************************** . I was contacted but the ****** store and realized the error in address that I provided originally. All other information is the same. 

• Initial Complaint

  Date:07/31/2023

  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 bought some products from a store 45 minutes away because my local location didnt have what I needed. I did in store pick up. Picked it up. I dont need it now. Want to return it. I went to my local store in Burlington, ** and they said I have to return it to the store I bought it at. Im not driving 1.5 hours round trip to return it. Im not breaking any policy. On the pick up sheet and on their website it says I can return it to any Michaels location. I called corporate and got the same answer.

  Business Response

  Date: 08/14/2023

  We are sorry to hear about the guest's experience.  The customer is correct, and we should have returned the item. I have taken action and followed up with the store to ensure the guest is able to return the items at the Burlington location. I personally spoke with the store manager and reviewed our company policy on returns. The customer can go to the ********************** and return these items at their convenience. 

• Initial Complaint

  Date:07/27/2023

  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.

  On 6/14/2023 white border frames were ordered online. I did not like the distressed look of the frames and decided to take them back. This product was not a final sale and does not state that it is a ship back only return item. On 7/22/2023, I went to the Michae's store in ************** to return the frames. The manager stated that because this was a value order (buy a certain amount and receive a discount) that it can only be returned by shipping it back. I did not argue and went home. I submitted an online return authorization request. I got confirmation that it went through. I waited for 3 business day and recieved no emails regarding this. I attempted to call the customer service number on 7/22/2023 and then on 7/27/2023. I was not able to get through. I want a full refund and no shipping costs should be subtracted due to such horrible customer service. The frames can be resold. They are all in the original plastic wrapping.

  Business Response

  Date: 08/25/2023

  Handling this customer concern with their online order. 

• Initial Complaint

  Date:07/27/2023

  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.

  Today 7/26/2023 I attempted to make a return at a Michaels store. They said I couldnt return the item to the store I had called customer service. The first attempt the lady said she would send me a shipping label she didnt the second attempt the man I spoke with emailed me a link to a shipping label that didnt work the 3rd time I called the customer service disconnected me after they told me I have to wait another 3 days for a new label bc the one they sent me doesnt work. I am simply trying to make a return. The shipment Im trying to return was delayed. I received something I didnt want and now I am going through h*** with their customer service agents to try and return this. I have a small crafting business and I am now missing out on a sale of one of my products because of them. It is now 2hours I have been trying to get a solution to this issue and I have my customers order to take care of. I want a refund for the order and something to compensate me for this HUGE inconvenience. Theyre customer service is lacking and I wasted valuable time and lost a sale because of this. I am now on hold w customer service for the 6th time tonight and still no answer. I would like to be compensated in some way for the way they have treated me and the inconvenience I have faced tonight.

  Business Response

  Date: 07/27/2023

  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 ************ I have also provided the case information to the store manager and district manager. One will reach out to the customer in ***** hours. 

  Customer Answer

  Date: 07/27/2023

  I am rejecting this response because:   Every time I reached out to this business phone number they had me sit on hold for 15+min, disconnected me, didnt provide adequate customer support, etc. they can have a supervisor reach out to me by email or call me at **********. I have been a loyal customer for years and my business depends on the quality of theirs. I experienced a loss bc of the time wasted on this and feel as if they can do something more to smooth this over. 

• Initial Complaint

  Date:07/26/2023

  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.

  Order # ********** Placed 6/25/23 Promised 7/9/23 Job not complete exactly one month from order placed in store with *******. I called Michaels multiple times and was told that the matting was incorrectly measured. At least 2x. Today I called for order status and was told the frame has a gap & is incorrect. They offered to give me 1/2 off my order when I go in to pick it up one day. I am concerned that the priceless items I left for custom framing at Michaels have been destroyed or have gone missing because I dont understand the constant delays and excuses.

  Business Response

  Date: 07/27/2023

  Escalated the issue to field leadership(Store and District Manager) in case 06663018, and asked leadership to reach out to address the framing concerns. Store manager has advised they followed up to resolve

  Customer Answer

  Date: 07/31/2023

  I am rejecting this response because:
  My order is still not ready. 
  

  The project was incorrectly assembled with dead white space I didnt ask for. Today I went to the store & told them I need it fixed to reflect what I paid in full for & ordered.   

  Customer Answer

  Date: 08/10/2023

  Complaint resolved - product delivered perfectly. 

• Initial Complaint

  Date:07/16/2023

  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.

  7/13/23 I placed order #**************** for pickup. Later that day, I got an email saying my order was picked up. However, nor I or anyone I know, picked up my order. When I called the store, they told me my order was gone. They gave it away. I used a reward from my account with my order and I want it refunded.

  Business Response

  Date: 07/20/2023

  We appreciate the guest reaching out, this issue was resolved on 7.14.23. through internal case ********

  Customer Answer

  Date: 07/20/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/12/2023

  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 #**************** on 6/21/23 and it was shipped via *** tracking #1Z85264XYW00132878 and then delivered to **** with tracking #**************************. it says delivered to front desk in ***** on July 10th. I live in *********. I contacted *** and they said I cannot file a claim because it went to ****. I called **** and they said I have to contact Michaels. I have tried contacting Michaels customer service via chat, and nothing, just automated. I tried calling Michaels customer service and it hangs up. I called michaels customer service and left my nu,ber for them to call me back and nothing. And I also emailed customer service and nothing. I would like my package or a refund.

  Business Response

  Date: 07/12/2023

  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 ************ I have also provided the case information to the store manager and district manager. One will reach out to the customer in ***** hours. 

• Initial Complaint

  Date:07/10/2023

  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.

  I purchased an order online 7/7/23 for in store pick up 7/8/23 waited for two hours the next day didn't hear a word called the ****** Michaels and they stated my order did not exist. I received a email notification that my order was received and paid via PayPal. I do believe this to be fraud as they took my money and are not willing to help me get answers 1800michael has no one to help me, the managers of the store have no one to help me either I asked for the manager to help resolve this and was told I would get a call back have yet to received this!

  Business Response

  Date: 07/12/2023

  We have spoken to this customer, apologized and are providing a refund. This order was cancelled due to a system issue, which has since been resolved.