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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:11/06/2022

      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 have had this issue on several occasions. I receive a 5 to $15 voucher, I go into the store and spend money attempt to pull up my discount/ voucher/ credit and due Support reception in their store I can't pull it up. I try to Connect to the store Wi-Fi and still can't pull up anything. They apologize and tell me well maybe I could take a picture of it or next time I come up bring my receipt and get credit. Then I try to deal with there complaint department and they say oh I'm sorry for the inconvenience I explain to them that I am disabled it is very difficult for me to get up there and I have this issue all the time with them. They say sorry for your health issues maybe you could shop online. I find this extremely rude and poor poor customer service I think the public should be made aware of how they treat people and how they speak to somebody who is disabled and lets them know that it's very hard for them to get up there and that I work at it to just get to their store and they don't even rectify anything

      Business Response

      Date: 01/31/2023

      Business Response /* (1000, 5, 2022/11/08) */
      Reaching out to customer through XXXXXXXX

    • Initial Complaint

      Date:11/06/2022

      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.
      Order total $88.29
      Order No. *******
      Order Date: March 28,2021

      At time of order Michael's website, I submitted to you their corporate address but i am a NJ resident and want this in NJ not Texas. Michaels online shopping cart had pricing error on the sku I wanted. I was instructed to order a frame the same price and in the same series and Michaels will correct after, they wanted me to lock in the sale price. See Michaels 2 file for my comments on the actual order submitted.

      i spent hours trying to get Michael's to complete the order and got nowhere. Eventually I took it as I was victimized and will never shop there again. I recently came across the invoice and again reached out to Michaels and was treated so rude "I don't think we are going to do anything about this" It is recorded. I again spent several hours on the phone and got nowhere. I emailed saying I have small claims papers and would like to avoid court, see email complaint and them assigning a case number and doing nothing, never replied, nothing. When I asked for legal address to serve a lawsuit i was refused many times saying legal will contact you, this was weeks ago and nothing.

      I want a written apology, compensation for 7 hours of my executive time, plus aggravation, and reimbursement for the framing will cost today to have done at a different business. I imagine it will be close to $300.

      Please note the credit card that was charged is no longer valid and I informed Michaels of this and that I would be happy to provide a card to refund the amount to.

      I would be very grateful if you can assist in righting this theft!

      Thank you,

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

      Business Response

      Date: 02/15/2023

      Business Response /* (1000, 5, 2022/11/09) */
      We provided this customer a price match back in April of 2021. We will not debate the merits of his complaint in this forum. Additionally, we will not be responding to this customer further, nor will we be providing him any additional compensation.


      Consumer Response /* (3000, 7, 2022/11/10) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I made a purchase that was never fulfilled, and I am out the money! I dispute their statement that they offered a price match, if they did, I would have proceeded (After all I made the purchase and was going to purchase at the Michael's store, but the attendant said to order online it is cheaper? My girlfriend has been aware of the entire transaction process Michaels never resolved the matter; I spent hours attempting!

    • Initial Complaint

      Date:11/05/2022

      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.
      Company Micheals
      3026 Festival Way,
      Waldorf, MD XXXXX-XXXX
      (XXX) XXX-XXXX Michaels
      Waldorf MD,

      I have included both orders that were fraudulently put on my account, I had my bank card saved under my Michaels account when someone in Mo decided to hack my account and place two orders under my name and had them delivered to his address in MO. I called Michael the same day the order was made because I get alerts when ever my bank card is used. THey assured my that had canceled the order and my money would be be refunded. THis was OCt 22. THey never refunded, I had to chase them down to get an answer as to why my refund has not been put back on my card. THey said I need to solve this with my bank. THey forwarded this to their fraud department but as it stands they want me to do the leg work to get my money back. I just want my money refunded from Michaels as they are the company that charged my card.

      Order #:
      MIKXXXXXXXX

      Order Placed:
      Oct 24, 2022
      Payment Information:
      Card ending in ****
      ******* *******
      **** **** Hill **
      ******** ** XXXXX US
      Order Summary
      Subtotal$38.90
      Shipping$7.95
      Tax$2.45
      Total$49.30
      Shipped to Me
      ******* *******
      ***** O *****
      ********* ********* Rd *****




      ******** ** XXXXX-XXXX


      Order Details
      Order #:
      MIKXXXXXXXX

      Order Placed:
      Oct 24, 2022
      Payment Information:
      Card ending in ****
      ******* *******
      **** **** Hill **
      ******** ** XXXXX US
      Order Summary
      Subtotal$6.99
      Shipping$7.95
      Tax$0.42
      Total$15.36
      Shipped to Me
      ******* *******
      **** Festival Way
      The Shops at ******* Center
      ******** ** XXXXX-XXXX
      US
      img
      8.5" Wood Flat Box by Make Market
      Item #: XXXXXXXX
      Count: 1
      $6.99
      Qty: 1
      Delivered
      Oct 25, 2022
      US
      img
      Basic Elements� White 6-Hour Unscented Tealights By Ashland
      Item #: XXXXXXXX
      Count: 1
      $38.90
      Qty: 10

      Business Response

      Date: 01/27/2023

      Business Response /* (1000, 5, 2022/11/08) */
      Reaching out to customer through case XXXXXXXX

    • Initial Complaint

      Date:10/26/2022

      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.
      Micheal wouldn't except 40% off coupon in-store or online, stating that many customers complained about the coupon and they are unable to type the code in or manually guve the 40%. The manager ****** asked for customers to comeback the following day and it may work. This is unacceptable to ask a custk.er to return the following day because staff isn't trained to troubleshoot an issue. I'm requesting a few 40% off coupons.

      Business Response

      Date: 12/30/2022

      Business Response /* (1000, 5, 2022/10/27) */
      Reaching out to customer in case XXXXXXXX


      Consumer Response /* (2000, 7, 2022/10/28) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      They provided a 40% coupon for my entire purchase due to the inconvenience.

    • Initial Complaint

      Date:10/11/2022

      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 purchased some custom mats from the closest store to me which is Elizabethtown, KY on 10/1/2022. I paid for the order in full and was told it would take around 48 hours for them to complete my order and they would call me. I have tried calling the store multiple times as it very much past 48 hours and when I call their phone number disconnects when you ask to speak to a store associate. I tried several times and every time received the same results. I then called the 1-800# and received little to no help as he said he was receiving the same results. I then asked for an alternative way to contact them and he said they didn't have one but did provide me an email address. I sent an email and it was returned undeliverable. SO I then chatted since that was my only other option and that was a complete failure as the individual I was speaking to provided absolutely no help and said they didn't understand my concern. My concern I paid for an order in full almost two weeks ago and can not reach anyone regarding my order and I am not local as I live 35 minutes at best-no traffic- from this store. It is not convenient for me to travel there to be told they have not completed my order which is why I would like confirmation prior to traveling to the store. I just need some communication and assistance and receiving none. At this point I feel like I should cancel my order and receive a full refund but I can't reach anyone to find a solution.

      Business Response

      Date: 12/29/2022

      Business Response /* (1000, 7, 2022/10/26) */
      Reaching out to customer through case XXXXXXXX


      Consumer Response /* (2000, 10, 2022/10/27) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:10/06/2022

      Type:Service or Repair 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 October 5th, 2022 about 1PM CST I went to google.com to search for a Glowforge Pro. Upon looking I found under the Sponsored sellers that Michaels.com had a sale for 20% off with Code "22MADEBYYOU". It was advertised that with this cost the price would be $5.596.00 as opposed to the regular price of $6,995.00. I immediately jumped at the deal and went to check out with the advertised code but the code did not work. I proceeded to contact customer service in which I was told they would not honor the ADVERTISED PRICE and I asked to get transferred. I was again told by their "Tier 2 team" that they could not and transferred me to a "Supervisor". The supervisor was rude and told me that everyone is going to tell me the same thing but they could offer me a $50 gift card for the inconvenience. I told them what they were doing was bait and switch which is completely illegal. They need to honor the advertised price that had on google, but they said they don't need to and it was an error and they don't do that. I was then transferred again where I asked to speak to a manager but was transferred to another supervisor who told me again they wouldn't honor the price but could do a $75 gift card. I was basically told that if they say a price is wrong when you go to buy it that they can change the price at any time. An advertised price at that. I was disconnected so I tried to reconnect but the supervisor was continuously busy and had the representative tell me she would email me the gift card and promptly ended the chat on me. I tried to contact yet again and the same thing happened. Bait and switch, horrible customer service and no gift card sent. I have never been treated this way. I checked hours later and the advertisement is still out there. I spent almost 3 hours of my day going back and fourth with these people.

      Business Response

      Date: 12/29/2022

      Business Response /* (1000, 5, 2022/10/10) */
      We have contacted the customer and communicated that this item is excluded from all coupons and discounts.


      Consumer Response /* (3000, 7, 2022/10/11) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Still does not resolve the issue it was advertised with the coupon so it is a bait and switch. Also the customer service issue. No apology for the way I was treated, nothing. Emails being ignored etc.

    • Initial Complaint

      Date:09/18/2022

      Type:Billing 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 brought a vintage band poster to be framed on 8/4/22 and paid $249.75 for a custom framing job. Instructions were given and understood to not glue poster to the glass as it is vintage, and it was explained to me that since it had been rolled up for a long time, that care would be taken to make sure the poster would be ironed and flattened. Upon picking up the framed art two weeks later it looked fine in store and I was rushed out as there were people in line. I got it home and there were picture hangers already screwed into the frame in a place not conducive yo hanging and moving them would ruin the integrity of the frame. Once I finally got the art hung and saw it in different light, the vintage poster is still as wrinkly as the day I took it out the tube at the michaels counter. The frame itself is terrible quality and is bowing out on the bottom and is not fully put together in the top corners. It looks like trash. The backing is already ripping and I can see that they glued the poster to the glass, which I was promised they wouldn't do, and now my piece is essentially ruined. I don't live all that close and the piece is very heavy, so bringing it back is not an option, but that's all the associates will say when you call the store. Chatting with customer service got me absolutely nowhere as they told me to call the store. Two different customer service reps offered zero help. I just want my money back to bring this piece to someone who is actually a professional and can maybe fix the damage done by Michaels.

      Business Response

      Date: 12/05/2022

      Business Response /* (1000, 7, 2022/10/05) */
      Internal case created and reaching out to the customer.


      Consumer Response /* (2000, 9, 2022/10/12) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Spoke with local store manager ***** and he was beyond helpful. Provided full refund.

    • Initial Complaint

      Date:09/07/2022

      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 Bought two frames from Micheals during Dec 2021 and the frames were damaged, they caused my entire family splinters. I moved so I reached out to the customer services and they took months to respond they didn't do anything and then a person called and told he would let Micheals take care of it further, they just wanted to know if I would sue. After months of remorse I just said at least give my money of the frames back since I threw them away. The person gave me another companies number and told me to talk to them with this concern. I have been calling them since last few months and the other company doesn't take my call. It has been so long since I have put my concern. This is pathetic since I am a frequent customer. I use to love the place but with this behavior I am horrified with the concern they treat their customers. My email chain has been tagged Re: Your recent inquiry with Michaels (Case Number #********)

      Business Response

      Date: 10/31/2022

      Business Response /* (1000, 5, 2022/09/08) */
      Reaching out to customer through original case

    • Initial Complaint

      Date:08/30/2022

      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 placed and paid for an order from Michaels on August 27th. It's still in the processing stage and I have called numerous times to get this order cancelled. All of the people I spoke to said they had to submit my cancellation request to a different department and I would hear back by the afternoon, or within three days. None of that happened. Today I spoke to a "Tier 2" associate and he said the item doesn't show as being paid. I never heard that one before. The money has been withdrawn from my bank account and also from a gift card I had. I tried calling the corporate office and cannot get in touch with anyone. All I want is the order cancelled and my money and gift card balance back

      Business Response

      Date: 11/08/2022

      Business Response /* (1000, 7, 2022/09/15) */
      Emailed cx twice to confirm that order was canceled and refunded. Asked customer to verify that authorization had fall off account. Customer never responded.

    • Initial Complaint

      Date:08/20/2022

      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 made a large purchase on August 10th 2022.

      I have since received 4 items I ordered (one of which was picked up in store) 6 items I have yet to receive and was sent 4 items I didnt even order. I was not provided a packing slip in the box. The box could hold 10 times what was in there and there was no protective packaging.

      I used the chat feature to speak to someone about the most important items I was missing. First woman transferred me without saying anything to me at all. The 2nd woman said my reshipment was considered "tier 2" due to the cost of the items and I was transferred again. I waited in a "queque" with "1 person ahead of me" from 7:10pm my time (6:10pm theirs. I am est. They are cst) until the store closed at 8:30pm cst. No one ever attended to me. I was left in limbo for some 2 hours.

      So I messaged them on Instagram, gave my info and got an email (this was 3 days ago now). I was asked about some of the items and asked to provide pictures. It was at this point I went through my entire order so I could really get a handle on it and gave them 3 lists. A list of items I did order (10) and received (4). A list of items I still not had received (6) and a list of items I did not order but did receive (4). I sent pictures of the broken item I did order (which I ended up repairing myself) and pictures of the items I did not order but was sent. I also provided the order number and item ID of every single item I ordered and the item ID of the items I received but did not order.

      I provided lists, item ID numbers and photos and have NOT gotten a response. I put my work in, it'd be nice if they people who took my money reciprocated the effort.

      I dont want a refund. I want the items I ordered. I send an additional message earlier today, kind of a "hello. Anyone there?" And im still being met with silence. It feels like they don't want to deal with it. I didnt mess up my order, they did. The least they could do is fix it.

      Business Response

      Date: 10/10/2022

      Business Response /* (1000, 5, 2022/08/22) */
      Reaching out to customer through case ********

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

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