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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

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Michaels Stores, Inc. has 172 locations, listed below.

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    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/25/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Attempting to purchase items online in the quantities needed but continuously getting error messages. **************** states the website is not accurate and they have been having issues with error messages. I have been attempting to purchase all week and use the coupons available. **************** said to wait 24 hrs and try again and maybe the error message will not happen. Of course after 24 hrs the coupon is not valid anymore. **************** said they can't do anything about that and they could not let me know if the items were available at any store for pick up or shipping.

      Business Response

      Date: 06/27/2023

      Responded to customer via internal case ********

    • Initial Complaint

      Date:06/21/2023

      Type:Product Issues
      Status:
      Resolved
      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 disputed a charge by Michaels and when I checked into my bank institution I was informed that my charge dispute claim was DENIED and I believe that this should not have been denied as this claim was legitimate the items I bought were ACTUALLY broken/defective when I got home from a local Michaels store. I did not return the items because I no longer have the receipt and as well as the items as once they broke I just threw them away. One of them in this issue was a 8x10 inch frame.

      Business Response

      Date: 06/21/2023

      Thank you for reaching out, without a receipt or the merchandise, we are unable to provide a refund. 

      Business Response

      Date: 06/21/2023

      Thank you for reaching out, without a receipt, or the merchandise, we are unable to provide a refund.

      Customer Answer

      Date: 06/21/2023

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:06/12/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been buying at Michaels for awhile for my small business.For quite awhile now the grapevine wreaths are absolutely terrible , very very poor quality, falls apart, leaves in them, I am disgusted. I spoke to the representative, "she said, that the wreaths cannot come from ********** because of something put on them , the government won't allow into ******."Are they not made in the States?Find a reputable company in ******.

      Business Response

      Date: 06/12/2023

      Created internal case #********. Reaching out to this customer to resolve. 

    • Initial Complaint

      Date:05/30/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 the Michaels store in Turnersville, ** in order to participate in a free childrens crafting event for Memorial Day. It was advertised that if you pre-register your child for the class online they would be able to paint a flower pot which they could then gift to a veteran. We went to the store and were immediately told that the weekly crafting class was not taking place due to the holiday weekend. We then explained that the craft was for Memorial Day and was themed as such. They told ** we would have to wait 15 minutes for them to setup. We came back after 15 minutes and sat at the table for the class. The table had two chairs for three children. We were then told that we would have to purchase all of the materials needed for the class including the pots, paint, and paint brushes. This was advertised as a free class with all supplies included. ****, the employee in who was put in charge of the event called her manager who proceeded to tell us that they had no advanced knowledge of the class and that we would have to take it up with corporate. They were extremely rude and acted as if we were being completely unreasonable. ***** and *****, the two store managers, reprimanded us for asking and told us they could do nothing about the situation. If this situation was handled professionally I would not be writing this complaint. I was told I was wrong multiple times, I was told that there was no advanced knowledge of the event when there was a paper clearly explaining to the employees how to run the class. I extremely disrespected and my children were very disappointed and I would like an apology from this business.

      Business Response

      Date: 06/03/2023

      reached out to customer via internal case ********

    • Initial Complaint

      Date:05/23/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Purchased apple gift card 05/22/2023. Was advised by Apple that the card was voided upon purchase. That the card had been previously sold 06/04/2022. Told them they can refund me or simple exchange. They could call apple who could confirm the card was no good. Was advised by Michael's employee it was not their responsibility. Well they took the money and sold a bad card. So they've stolen my money. Plus it fraud..

      Business Response

      Date: 05/30/2023

      reached out to customer via internal case ********

      Customer Answer

      Date: 05/31/2023

      Copy of receipt accomplished what exactly?

      At this time the store has yet to rectify the issue of reimbursement of canceled card.

      I am in contact as to finalization of the issue. Theft of money is a big issue. 

       

      Customer Answer

      Date: 06/01/2023

      I am rejecting this response because: 

      Copy of receipt accomplished what exactly?

      At this time the store has yet to rectify the issue of reimbursement of canceled card.

      I am in contact as to finalization of the issue. Theft of money is a big issue. 

      Business Response

      Date: 06/02/2023

      We have contacted the Michaels location for further assistance. A response to the customer has also been sent through case 06546328. If the customer would like to contact our customer service line, they may do so at **************.

      Business Response

      Date: 06/12/2023

      The store location has confirmed that the customer returned on 6/10/2023 and received their refund. 

    • Initial Complaint

      Date:05/08/2023

      Type:Product Issues
      Status:
      Answered
      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 did an instacart order from this store (******************* location - ******** **). Three items were priced wrong/different from the online price I was ordering from. I had chatted with the instacart associate and told them I did not want the item if it was not found at the price listed online. When they gave me the receipt it was under a Mastercard and I do not have a mastercard. I checked my bank statement and found I was charged ****** when it should have been *****. Now, the ***** was the receipt from another persons mastercard and when they tried to correct it just made a bigger mess. My issue with Michaels is not listing the actual retail price as instacart told me when I contacted them. Why would one order product based on a price that is inaccurate and they are aware of it because they stated this to me. "they don't download their prices. Michaels said I had to prove that I was overcharged. I went in the store and showed them the receipt and they said they didnt know what to tell me. I will be emailing a copy of the receipt once I hear back from BBB and have their email as I could not upload it here. Refund or allow me to return it for the price I paid for it.

      Business Response

      Date: 05/13/2023

      We thank the customer for reaching out. We have created a case to which we will work out of for further assistance. If the customer would like to reach out they may contact our ************* line at **************. The case number is 06514536.

      Business Response

      Date: 05/24/2023

      We have made attempts to contact the customer with the phone number and email provided, but have not received a response back. We will be reaching out to the customer regarding their inquiry.

    • Initial Complaint

      Date:05/04/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Canvas bags were shown on their website for $1.99. It rang up as $4.99. I said the website said $1.99 and was told that the website prices are not the same as in the store. I don't think this is the right way to do business.

      Business Response

      Date: 05/04/2023

      We are sorry to hear about the customers experience. Prices are not different on the website and store. There are several canvas bags on our website, and it is possible the customer selected a bag that costs more. Having said that we will reach out to the guest personally and resolve. 

      Business Response

      Date: 05/12/2023

      We are sorry to hear about the customers experience. Prices are not different on the website and store. There are several canvas bags on our website, and it is possible the customer selected a bag that costs more. Having said that we will reach out to the guest personally and resolve. 

    • Initial Complaint

      Date:05/03/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 4/28/2023 at Michaels Store at ************************** in ******** **, I went to purchase some faux flowers from Michaels. When the cashier was going to charge me a lot more than what was on the price tag, I said that is not what the price tag says. The cashier told me the price tag reflects the distributors price, not Michaels, which will be more. I think it was around $4 more. I replied that I didnt think that was legal. Disappointed in their unfair and I believe illegal business practice, I put everything back and walked out.

      Business Response

      Date: 05/04/2023

      reached out to customer via internal case ********

    • Initial Complaint

      Date:04/27/2023

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been experiencing a regular dysfunctional problem with MICHAEL'S STORES when I go to shop there; they have hundreds of stores yet the actual store has a very long line and usually one cashier? WHY? They know that that is NOT enough but yet this issue persists. I sometimes have to leave the long line because its NOT worth the delay. I've heard every excuse imaginable. Its the holidays; everyone is out sick or on vacation or COVID or What can we do; how can I help you? Some ask me why I still shop there. I need someone in corporate escalation to reach out to me.

      Business Response

      Date: 04/28/2023

      We thank the customer for reaching out. We have created a case to which we will work out of for further assistance. If the customer would like to reach out they may contact our ************* line at **************. The case number is 06505898.

      Customer Answer

      Date: 04/28/2023

      I am rejecting this response because:   While I appreciate a response from the business; "all I received is a form letter email" which tends to lack any professional element of sincerity. If MICHAELS does indeed follow up with actual conversation to ameliorate the complaint, I would then advise you.

      Business Response

      Date: 05/03/2023

      The customer was contacted on 4/29/2023 regarding his inquiry. We apologized for any inconvenience this may have caused and a gift card was provided due to the in-store experience. Provided other options to purchase from their local Michaels location such as curbside-pickup, pickup in-store, or the self-checkout.   

      Customer Answer

      Date: 05/03/2023

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:04/19/2023

      Type:Delivery Issues
      Status:
      Answered
      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 a large order with Michaels for wood craft blanks and spent over $800 for the order. It was shipped in multiple packages to my house. When the items came, they were both damaged and defective. I called Michaels and spoke with multiple customer service representatives who told me different things. One said they would ship a replacement order and I could keep the original items. Another said I would need to return the items. They wanted me to take them back to a storefront and I told them I couldnt because Im disabled and dont have the ability to load all these heavy items and I would have to arrange a ride also. That is why I had the items shipped to my address in the first place. They were supposed to email me a return label and I didnt receive it. I requested that they have a ******* (fed ex, **** etc) come pick up the items since I dont have a way of dropping them off at a shipping store. I thought they were supposed to be getting authorization to do so and let me know and I never heard back from them. I called them again and didnt get any results. I also called the local store and talked with the manager who took my info and said he would contact corporate office and get back to me and never heard back from him either. So now I have $800 worth of broken items. Order #MIK56914729

      Business Response

      Date: 05/23/2023

      We are working with the customer to find a resolution. 

      Customer Answer

      Date: 05/23/2023

      I am currently working with the merchant to work out my dispute.

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

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