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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.
    • 142 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/17/2023

      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.
      After two telephone calls was NOT able to make an application for MICHEAL'S Credit Card? Was told I had to go to the store which is 20 miles from my home. I do NOT have a mobile telephone and they DO NOT PROVIDE for a landline access in order to receive their code. This is purely rediculous. ************* telephone numbers are a joke and people DO NOT speak propler English. How about coming back to *******

      Business Response

      Date: 04/20/2023

      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:04/13/2023

      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.
      Company was in charge of delivering an item. They disregarded there own policy and sent my item back and didnt bother contacting or finding a resolution for the incompetence in accomplishing the simple order of holding and delivering item to consumer.

      Business Response

      Date: 04/19/2023

      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 06488344.

    • Initial Complaint

      Date:04/13/2023

      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 April 12, 2023 I went to purchase a 16" Antique Watering Can Item # D303330S priced $21.99 from ***************************************. The website had a promo Code 234MAKE113 which was for 40% off any regular priced item. When I tried to check out the website said it was incompatable!! I checked the item and nowhere did it say on the website it was on clearance (or even a reduced price or it is on sale) and it also says it is "sold and shipped by *******"s" which are the only two reasons the code cannot be used according to their website! I contacted Micheal's ************* by phone and was told the reason was the item was at the lowest price. At no time would the rep tell me what the regular price was even though I asked about the regular price since no where on the website page for the item is it showned the item is on cleareance or on sale! To me this is nothing but a violation of ******** Code Title 4 - Business and Commercial Law Subtitle 7 - Consumer Protection Chapter 88 - Deceptive Trade Practices Subchapter 1 - General Provisions 4-88-107 - Deceptive and unconscionable trade practices generally.

      Business Response

      Date: 04/28/2023

      We are sorry to hear about the customers experience. When looking up this product on our website, we have the price listed. Immediately under the price, we note the following: 

      Coupon Exclusion: No additional coupons or discounts may be applied. While supplies last. No rain checks.

      This can be viewed on our website at:

      ***************************************************************************

       

       

      Business Response

      Date: 05/01/2023

      We are sorry to hear about the customers experience. When looking up this product on our website, we have the price listed. Immediately under the price, we note the following: 

      Coupon Exclusion: No additional coupons or discounts may be applied. While supplies last. No rain checks.

      This can be viewed on our website at:

      ***************************************************************************

       

    • Initial Complaint

      Date:04/03/2023

      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 ordered an item and submitted for return. The company gave me a return label. Somehow that return label got placed on the wrong package. I've contacted them multiple times in multiple ways to try and resolve this issue. At one point I was told that it was taken care of and the package was on its way back to me. I checked the tracking and not only is that not true, the package was received 11 days ago. Even if it was received then mailed back to me I should have had it by now. This package contains approximately $250 worth of my belongings. Please find this package and return it to me. None of the items in this package are anything that has ever belonged to Michaels (it is clothing) making it unmistakably not Michael's property.*************************** ******************************************************** ************ ************ **************************** ********************* This is all of my information so that you can locate whatever information you need to return my package

      Business Response

      Date: 04/04/2023

      Our ******************* is sending the box described back to the customer. We will need our product back as well.

      Customer Answer

      Date: 04/04/2023

      I am rejecting this response because:   I have received the incorrectly labelled package back. However, you have already received your product back. The label was not switched, it was put on both packages. Everything is now where it should be.

      Business Response

      Date: 05/02/2023

      We believe this is fully resolved. The customer's personal items were returned under tracking 1Z5EY5940358307236, the Michaels items were returned to our warehouse & the refund has been completed. Please feel free to reach out to ** at **************, if we can do anything further to assist.

    • Initial Complaint

      Date:03/18/2023

      Type:Sales and Advertising 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.
      Michael's engages in false advertising. On a weekly basis, certain products will suddenly increase in price by 40%, then be listed as "On Sale 40% Off" which is really the normal price. When I asked Michael's why they engage in this false advertising practice, I was told that their prices fluctuate weekly, and when a price fluctuates, I may see it on sale. I asked why their price fluctuates by 40% weekly and I was told, "It just does." I don't believe this is true. Reason being, other *************************** stores such as Blick **** ***** Lobby, and ****************** do no experience 40% weekly price fluctuations on the exact same products. I believe Michael's is engaging in false advertising and I would like them to discontinue this practice and start valuing their customers for the smart individuals that they are, who are not being fooled by their false sale prices. Customers deserve better.

      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 06506142.

      Customer Answer

      Date: 04/29/2023

      I have reviewed the business response and accept this resolution.  I no longer shop at Michael's regularly, so I do not have current examples.  The representative did check the prices of a few of the items currently listed at 40% off and found that the price listed days before the sale was accurate and reflects a true 40% off, as advertised.  Her computer is not able to check the price of items one month ago.  She was pleasant and offered to watch this closer for any discrepancies.     

    • Initial Complaint

      Date:02/13/2023

      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 ordered some bead strands from michaels.com because not available in the store, i ordered over 35.00 so get free shipping. when i got my order it came in increments. The first order arrived and missing 1 fish and 3 angels so called them up and said go ahead and send me out another strand. did not bother to check to see if was coming in another order and the packing slip did not say 1 of2 . my other items came in 4 more orders. the service was horrible. the worst ever experienced. they need to train customer service reps better and their supervisors. They are rude and nasty. the do not know what they are doing. After the past 2 time of lousy service i would like and apology for their incompetence and 2 free orders

      Business Response

      Date: 03/23/2023

      Business Response /* (1000, 10, 2023/02/21) */
      This customer has been responded to in a duplicate BBB case- BBB CASE#: XXXXXXXX

      The response from our team is as following "
      We are sorry to hear about the customers experience. In order to provide our customers, the largest selection of available merchandise we routinely ship from our stores. It is possible that customers will get multiple packages. While we appreciate the customers perspective. Michaels did deliver her complete order and all items were delivered within a day of each other. We will reach out to the guest to see what we can do to clarify and resolve; however, we will not be offering free merchandise."

    • Initial Complaint

      Date:12/03/2022

      Type:Billing 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 one same-day delivery order and was notified of its cancellation, so I placed a second order. After placing the second order, I discovered that only the delivery of the order was cancelled, so I used the customer service chat to cancel the first order. The agent said they had cancelled the first order, but now I have been notified that both orders have been cancelled. I only wanted one order cancelled and now I will have to order again, further delaying delivery if it ever gets delivered at all. This is the worst customer experience I have ever had and the handling of this situation has been completely unacceptable and riddled with incompetence. The only thing I was offered was a $10 e-gift card, but I fear that if I place another order it will never get to me.

      Business Response

      Date: 03/16/2023

      Business Response /* (1000, 5, 2022/12/18) */
      Reaching out to customer through opened case

    • Initial Complaint

      Date:11/28/2022

      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 ordered from Michael's on November 18th.
      They still have not processed my order and I still do not have it. They claimed one item was shipped in which the tracking number only had the label created, so this was a lie to begin with. I chatted in on Friday and the girl told me it'd be processed next business day, still not. Chatted in today and now they wrote some excuse that doesn't even make since about the order being under another contact name ??
      This place is absolutely horrible and ordering from a sweat shop in China gets my orders here quicker than this. No one has anything but BS excuses here and I really hope they have some answers that make sense. They claim they have shipping delays but haven't even picked the simplest of items off the dang shelves yet and put them into boxes. I have wasted so much time messing around trying to figure out where my order is. I've already delayed SIX customer orders because I don't have the dang bows for my sleighs I'm making because these people can't shove items in a box and send them out the door!

      Business Response

      Date: 03/06/2023

      Business Response /* (1000, 5, 2022/12/06) */
      Reaching out to the customer through opened case

    • Initial Complaint

      Date:11/14/2022

      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.
      I ordered several shirts from this establishment, all in adults sizes. One part of the order specifically asked for four adult medium t-shirts. I instead received four youth medium t-shirts. I've asked for a refund several times (via customer support phone call and online chat). I was hung up on, and denied. I had to eat the cost of the wrong shirts and shop at a competitor for the correct sizes.

      Business Response

      Date: 02/08/2023

      Business Response /* (1000, 5, 2022/11/17) */
      Reaching out to customer in case ********

    • Initial Complaint

      Date:11/08/2022

      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 attempted several times to place an order via Michaels.com on Sunday 6th of November with my credit card with no luck. Contacted the bank and had no problem with the card, so I attempted again and no luck again. So I thought of buying a Michaels gift card on amazon just to try the card and if so buy what I needed from the store. So I did And the order was placed, but on Monday 7th the order was cancelled and I've been on the phone now for three days, six hours on hold expecting a proper response. Once they told me to reorder, the gift card doesn't work anymore. Then they told me to respond an email with image of the gift card, I did. Then they to me to wait for another gift card, 24 hours later no email. They gave me a bogus case number that no one seems to find. Its back to square one every call. Three days later no order on the way and no gift card in sight. I don't want the money I need my order to finish my job.

      Business Response

      Date: 01/31/2023

      Business Response /* (1000, 5, 2022/11/13) */
      Reaching out to customer through case ********

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

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