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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:02/15/2025

      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.
      RMA;# ******* Order no: **************** Reference: Return Label for Order #R******* From:************************************************************* Hello ******,We're sorry your item(s) didn't work out. Not to worry, just follow these instructions to return your item(s). Prepare your package Three simple steps can make all the difference:Use original packaging when possible. If not possible, a corrugated box or plastic mailer.Provide internal protection such as bubble wrapping or air pillows.Close the container securely.Shipping label ** Affix the shipping label below to your box or mailer. Click here to get the Shipping label.PROBLEM:No shipping label was attached. **Here is what comes up when you click to get return label.Bad Request - Invalid URL HTTP Error 400. The request URL is invalid. I have complained to ***************** "*****************************************************************"No one responds.I sent several ********* one responds.DISCONNECTION : I call **************; after waiting a few minutes, you are *************** RETURN CALL FROM ************* CALL-BACK: I press the number receive a call back. no response.Michaels DROP SHIP operates like a ************* I will warn people to be wary of using this company!!I was told by ***** of ************* that I am owed $24.23. If I may be of further assistance, please let me know. I'm here to help!***** Michaels ************* *******************************::

      Business Response

      Date: 02/17/2025

      We thank the customer for reaching out. We have created an internal case 08310683 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: 02/18/2025

      I am rejecting this response because:   

      This response is misleading.  I have documented 

      Reference: Return Label for Order #R1227438
      No shipping label was attached.
      Bad Request - Invalid URL
      HTTP Error 400. The request URL is invalid.

      *****When you contact Michael's s at ***********; the number is REPEATEDLY disconnected and you must re-call.This is a fact!

      ****I lost much time repeated calling the ***** number back. The CALL-BACK was unsuccessful. It is a horrible waste of customer time.

      Per the following, I attempted a store return:

      *******************************************************
      Michaels Return Policy
      If your ************************** purchase does not meet your satisfaction, you may return it within two months (60 days) of purchase, except for online-only costumes and accessory kits, which must be returned 7 days prior to the holiday. To return an item, the item must be new, unused, and in its original packaging. You may return your order to any Michaels store or request a return through your online account. I

      NOTE: :You may return your order to any ******** store.   

      ****The store denied the return. They were not helpful and turned me away!!!

      Nothing is being done for my "LOSS TIME and MISERY" with this situation repeatedly asking for this to be resolved.

      Now a label on coming; however, NOTHING for my "LOSS TIME and MISERY". I will never forget how I have been inconvenienced. I will tell others to beware!

      Michaels is ignoring my time loss and inconvenience. I an owned my money. They are doing nothing.  I must use my GAS and TIME go to the *** store to return the item.

      Business Response

      Date: 02/18/2025

      We thank the customer for reaching out. We have created an internal case 08310683 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 via email.

    • Initial Complaint

      Date:02/13/2025

      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.
      Today (Thursday, 2/13), I purchased items for a Celebration of Life after my sister's passing. I paid an additional $17.95 for 2-day Shipping. I got a receipt for the shipment and it shows that the items will not be here until Tuesday, 2/18. I called the customer service number immediately, got someone I could barely understand, and he said that all he could do was refund the shipping charges to me. This is unacceptable.

      Business Response

      Date: 02/14/2025

      Spoke with customer over the phone. Offered an apology for the confusion regarding her order and explained the shipping timeline for expedited orders and updated customer that, per **** the shipment was to arrive later today. Also provided customer with a $10 e-Gift Card for the frustration of trying to gather this information.

      Customer Answer

      Date: 02/14/2025

      I have reviewed the business response and accept this resolution. Thank you, BBB, for your help!

    • Initial Complaint

      Date:02/05/2025

      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.
      Michaels store doesnt unsubscribe me from their emails. I have been trying to unsubscribe for months. If I dont, they overflow my inbox. If I do, they say they need a few weeks. After a few weeks, I still get emails from them.

      Business Response

      Date: 02/05/2025

      We thank the customer for reaching out. We have created an internal case 08281464 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:02/03/2025

      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.
      Store ************************ 7 attempted to purchase several items first was a large organizer cart when I went to checkout it had a price sale label but no barcode ******* was contacted and advised me it was a display item and could not be sold I asked for the store manager she said none was present referred me to the frame manager ****** per ****** could give me the price on sale but then ******* said she could not had to use online price which was higher I was referred to wait in line with the framing customers check the camera this interaction took almost 1 hour I left the store totally embarrassed and exahused

      Business Response

      Date: 02/03/2025

      We thank the customer for reaching out. We have created an internal case 08274996 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:01/31/2025

      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.
      hi i ordered something online today and the order got cancelled Order #**************** i had a 5$ coupon that expires tomorrow but since my order got cancelled the coupon no longer shows up in my michaels account called the local store to talk to a manager her name is ***** ************ is the # at the store she told me to calll the cust service # I called twice and was on hold for 20 min the 1st time and 10 the 2nd with no one answering the phone I would like my coupon back for 5$

      Business Response

      Date: 02/03/2025

      We thank the customer for reaching out. We have created an internal case 08267901 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: 02/03/2025

      I am rejecting this response because:   Contact and do what how will they rectify the situation 

      Business Response

      Date: 02/03/2025

      We thank the customer for reaching out. We have created an internal case 08267901 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:01/30/2025

      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 am a bonus rewards member, and received a $5.00 bonus reward. After I made a purchase with my voucher, I had to return the item. I attempted to exchange it for something else, but the cashier told me the voucher is void after being used. She said I should receive a new one, as their system will recognize the return and automatically reissue a new voucher. She said if I don't receive it, then it is an IT problem and to contact the 800 customer service #. I attempted to call them twice on 1/28/2025. I held on for 30 minutes to speak with someone, but finally hung up because no one ever picked up. So, I sent an email to customer service, and received a response from a *** named ****. In his/her 1st email he/she indicated I should have received a replacement voucher, and was looking into it. He/she then asked me to email a copy of purchase and return receipts. I did so. After back and forth with emails, he/she ultimately told me that since I don't use a Michaels account, a new voucher would not be issued. This is unfair and an unethical business practice. I asked to be contacted by someone in management, but no one reached out to me. Thank you.

      Business Response

      Date: 01/30/2025

      We thank the customer for reaching out. We have created an internal case 08263236 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: 01/31/2025

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:01/29/2025

      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 an online order on January ******* for a pick up order. The email stated it would be available on their pick up shelf. When I went into the store the same day it was not available on the shelf. The shelf was pretty empty. That meant I had to wait in line with an ID to pick up my items. Which I didnt have time to do. The associate in the floor by the name of ****** had a pretty nasty attitude about it. I shop frequently in Michaels, however this isnt the location I normally go to. I would never step foot in their Yonkers store let alone a Michaels again. So I never got to pick up my order and to my surprise I received an email four days later stating I picked up my order. I am confused because whose ID did they check in order to get my items when the time they said the items were pick up I was all the way in ********* and not in ******* and I didnt add anyone else to pick up the merchandise. So this company has now scammed me out of money.

      Business Response

      Date: 01/29/2025

      We thank the customer for reaching out. We have created an internal case 08260548 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:01/28/2025

      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.
      ******** store located in ***************************************. ************ I Made a frame ordered in october 2024 and open up a credit card account . I canceled the order because of the delay and got refunded but their credit card company continues to call me for the balance that I dont even owe plus keep charging me late fee on the top of that. I called them many times, I went to the store and spoke with thier manager many times but they are unable to fix this issue. Im really frustrated with the way they communicate with each other. There is no resolution. Dont know what to do. ??

      Business Response

      Date: 01/29/2025

      We thank the customer for reaching out. We have created an internal case 08261712 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:01/28/2025

      Type:Service or Repair 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.
      For over a year I've been trying to unsubscribe from their emails. I found out this week that hitting unsubscribe removes me (supposedly) from some of their emails, but not all. (See attached jpg.) I phoned ************** but their system immediately hung up on me. I shouldn't have to jump through hoops to remove myself from their database. I went to my account on their website but it will not let me remove my email address. I have no intention of ever shopping there again so their $5 rewards are meaningless to me. I made one purchase over a year ago. I'm not a loyal customer. I appreciate your help!

      Business Response

      Date: 01/29/2025

      Added customer to list of Rewards emails to not send email messages to. Also removed customer's contact information from all online sources I could locate. Customer should no longer receive emails from us as their information is no longer in our system. Called customer to update her in an effort to avoid emailing customer this update.

      Customer Answer

      Date: 01/29/2025

      I have reviewed the business’ response and accept this
      resolution. I appreciate the prompt response from Keaton at Michael's. I didn't expect a call so soon! He left me a kind voicemail and said they were removing me from all their email lists. I really appreciate how easily and quickly this was resolved. I also appreciate Keaton's professionalism. I'm sorry I felt I had to resort to reporting Michael's to the BBB. I was frustrated as I don't believe customers should have to jump through hoops to unsubscribe. It should be a one and done action. I hope they rethink how they do marketing. Happy customers = profit. Thanks, BBB! Thanks, Keaton! 

    • Initial Complaint

      Date:01/25/2025

      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 been trying to make a payment on a credit card that I recently applied for but have not yet received. I purchased some items on the credit card the same night that I was approved for the credit card. I don't have a debit card and I am not going to provide my checking account information. I prefer to pay in store or with any other alternative payment method such as credit card, ******, money order, *************, or travel checks. I have decided to close my account because ********************** is not allowing me to pay my balance without compromising my bank account information. I need the final balance and I need you to accept payment using an alternative method.

      Business Response

      Date: 01/27/2025

      We thank the customer for reaching out. We have created an internal case 08254539 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: 01/27/2025

      Michael's has indicated that they will make contact with me to resolve this issue.  I will provide an update upon contact with Michael's. 

      Customer Answer

      Date: 01/31/2025

      I have not yet been able to make contact with anyone regarding this issue. I tried calling the phone number provided in this complaint but I have not been successful in making contact with anyone due to extremely long wait times on hold and no option to have someone return my call,  leave a message,  nor hold my place in que. 

      I have been contacted by a representative during my work hours when I am not available.  I have recently received an email communication and I have responded with my availability. As of yet, I have no updates and would like to formally request to keep this complaint open until I am able to make contact with an associate. 

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

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