We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 358 total complaints in the last 3 years.
    • 141 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:08/06/2022

      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.
      Fake promotions & failure to offer professional customer service. I was solicited by Michael's to provide feedback for my store experience. I did. It was a negative review. Michaels sent me a promo code to use for 25% off my purchase. I attempted to use it immediately. The system said the promo code was already used. I just called to report the problem, & the female who claimed to be a supervisor hung up on me around 11:29AM EST on 8/6. I had asked her how this happened, when the promo code was just issued. She had my phone number, but did not call back. That's how I knew it was on purpose. The negative feedback was in reference to Michael's marking prices up higher than the manufacturer's price stamped on the item. I brought it to their attention by showing it to them on the price checker for customers. The manager on duty used her microphone to notify the one cashier at the checkout. She named the item & told her to change the price. I was the only customer, & I arrived at the checkout about 20 seconds later. The cashier ignored the instructions to change the price. I told her that she had just received instructions from the manager on duty to do so. She seemed upset about having to make the change. When the transaction was complete, she would not give me a receipt. I had to demand my receipt. She sighed & pressed the button to print it out. She refused to put the item in the bag. I asked her if there was a problem & asked her to please put the item in a bag. She just put the bag on the counter for me to put it in there. She was mad about something. I spoke to the manager. She said the cashier understood the price adjustment request that she had made. It made no sense why I had to go through all of that. Now, they won't honor the promo code. It was not redeemed already. I called back to Michael's after being hung up on. The foreign customer service rep said he was transferring me to a manager. He didn't. He sent me to another rep who said no manager was available

      Business Response

      Date: 10/17/2022

      Business Response /* (1000, 7, 2022/09/02) */
      Hello,
      I spoke with the customer this morning. Acknowledged that the experience was not what we would want for any customer.
      I expressed gratitude for bringing this to our attention, that way we can focus training and coaching where it is needed most.
      Provided the customer a gift card as a way to try and make up for this issue and show appreciation.


      Consumer Response /* (2000, 9, 2022/09/05) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Andrew from Michael's was very caring and helpful! I accept the resolution.

    • Initial Complaint

      Date:08/05/2022

      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 purchased an item from Michaels and am incredibly disappointed. They are the worst company I have ever purchased from. I tried to return my circut which was unopened and I was told the item is non returnable. I was not told this upon purchasing the item, which EVERY STORE NORMALLY TELLS YOU. I googled the requirements and I do indeed qualify for a return so this is upsetting and unacceptable. I need your help to refund my money I will ship over the item I don't care! This is insane!! I paid 161.67 for this machine that was 1 way too heavy and 2 NEVER USED. The personnel working there is disrespectful and unacceptable, they are not friendly at all. They need to be replaced!!

      Business Response

      Date: 11/08/2022

      Business Response /* (1000, 9, 2022/09/15) */
      I have spoken with both the store and the customer to try and resolve. The store has confirmed if item is unused they take it back and do a refund. I have reached out to customer to confirm this.

    • Initial Complaint

      Date:07/27/2022

      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.
      July X XXXX and July XX XXXX X:XXpm Friday and Saturday nite Michaels in Manchester nh.Friday we went there we went shopping then we left went to the mall and realized she left her baby at Michaels I called them and said I'm almost there she said we are closing soon I got there and the girl was locking the door I said please let me check I'll be real fast and answered me with a smug smile on her face said nope I can't let anyone in I said wt
      Please just let me check it's very important she kinda laughed and turned away I then said f you and walked away. I called the next day they said nope not here I pulled up at 845 pm and there was two girls standing at the door I'm assuming waiting for me. I walked to doors with my 4yrl and wife the girls stood in front of me side by side saying your not allowed here anymore I said what why I didn't do anything she said we looked at the cameras and we seen u stealing in the paint isle.. I laughed and said no you didn't because I didn't steal anything they were lying to me. the girl from the nite before was smirking at me and being rude. I said f you both and started walking away and the bigger girl with glasses started to charge towards me as she was taking off one of her shoes as going She was going to attack me as I stood there and and said are you kidding me this is your job what your going to hit me.. as another customer was walking in door and then the girl stopped. But basically they were gaining up on me. I know 100%her baby blanket was there and I believe they throw it out. The cameras need to be watched and it needs to be returned she has had it since she was born takes it everywhere she's been crying and acting out everyday for her baby.. this was very unprofessional and uncalled for. They should have to give it back to her and be fired for emotionally and almost physically attacking me with my 4yrl daughter with me. All we want is her baby back or to know where she is. It's very special. This is so wrong.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 5, 2022/07/28) */
      Assisting customer in case #XXXXXXXX

    • Initial Complaint

      Date:07/11/2022

      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.
      I bought $8 worth of craft eyes and yarn from the Michaels store in Manchester (#5075) on July 5 at 5:53 PM. I signed up for the rewards program and have gotten over a dozen scam calls a day from the number I gave them to sign up for rewards. I have only gotten scam calls about once a month on this number, and had not given out my number to anyone else in a few days before, so I am almost certain this transaction is the cause for it. I had gotten a scam call that day ~12 hours before the transaction, but I didn't pick up so I don't think it's related.

      For resolution, I would like to know how and why my number was sent to scammers if it was the Michaels rewards program that caused it and how it will be prevented for future customers. If my number can be taken off those lists, that would be nice too, but I assume that isn't possible now.

      Business Response

      Date: 08/22/2022

      Business Response /* (1000, 5, 2022/07/13) */
      Reaching out to customer through case XXXXXXXX

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    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.