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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/05/2025

      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.
      I have been going to Michaels for many years they email me promotions, etc. there have been times the site has flipped over to US and I cannot get it back to Canadian so the store has to do it. This is a problem that ******* needs to fix today I thought I was on, the Canadian site I picked all of my items looking at over 4000 items on their clearance wasting precious time to find out that I was on the US site. I went out of that and went into the Canadian site where they do not show all of their items at once That you have to pick individually and waste even more precious time I tried to chat with them and they tell me its a 21 minute wait. I wait the 21 minutes and then they say the time has expired to redo it so I redo it and they say that I have to wait three minutes so now I wait 23 minutes of my wasted time Just to be told that time has expired game. I try to find an email address. They do not have one so now I am putting in a complaint to you. I expect an apology from them and a discount. My time is worth money. Dealing with them on their site was a waste of my time. Shame on them.

      Business Response

      Date: 01/06/2025

      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.

      Customer Answer

      Date: 01/08/2025

      I have reviewed the business response and accept this resolution. 
      And I look forward to speaking with someone from Michaels.

       Thank you

    • Initial Complaint

      Date:01/04/2025

      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.
      We tried purchasing a gift (Prismacolor colored pencils - 150 count) online, which were offered online for ****** (original price ******). When trying to pay with the Michaels credit card, it kept getting declined due to an error *****. We called customer service twice, and they were unable to resolve the issue (the first time the person didnt even send a message to the internal team). To that point, we had to buy the item without the discount l. I would like to get refunded for the terrible experience, which literally took a whole day to deal with. I checked online and saw that so many others have had the same issues with the Michaels credit card. I am attaching the receipt and would like to get the entire thing refunded back.

      Business Response

      Date: 01/06/2025

      We thank the customer for reaching out. We have created an internal case 08184057 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:01/03/2025

      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 had a framing appointment at Michael's in ***************, ** today 1/3/25 at 5:30p. The framing person had advised me when I purchased the mat board a few weeks ago to make an appointment when it was time to come back with my completed project. I made the appointment weeks ago and received a reminder for the appointment 30 min prior to the appointment start time. When I arrived (5 min early) to the store today, the framer fairly rudely greeted me and told me she was off and I couldn't possibly have an appointment. The manager came over and told me basically the same thing. When I showed them the email with the appointment confirmation, they appeared confused and basically told me too bad. I have done a lot of framing work at Michael's and am disappointed with this interaction, not to mention inconvenienced. I came back from a trip today in time to make this appointment, then was basically told to leave. I will not be returning.

      Business Response

      Date: 01/06/2025

      We thank the customer for reaching out. We have created an internal case 08183836 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:01/03/2025

      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 ordered and was originally charged for this order in the amount of $47.37. Part of the order was cancelled by Michaels stores and I was told that I would not be charged for the canceled item; however you can see on my credit card statement that I have been charged and have to pay the full amount. I have not been issued a refund for the cancelled item and I am requesting I get refunded the full amount of that item plus the tax. I have called twice, both times the person on the phone stating they cannot issue a refund and that the refund is in a hold. I tried calling a third time and was hung up on without being able to speak to a person. I really have no options to get my money back. Please help me.

      Business Response

      Date: 01/06/2025

      We thank the customer for reaching out. We have created an internal case 08177386 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:01/02/2025

      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.
      Today January 2nd I went into the Michaels ********************************************************************* I picked up two black chunky yarns. Regular price $12.99 current sale buy one get second half off. The 2 black yarns I choose were on clearance $5 each. I am attaching the tag for the yarn. At the register both rang up at $12.99. The cashier female, brown hair and glasses said that the register has been having issues with sale items. Using her scanner she informed me that the yarn is in fact on sale but not the particular yarn I picked up and they were $12.98 a piece and not part of the buy one get 1 half off. I showed her the pic supporting the $5 and she said $12.98 a piece. Michaels refuses to honor their sign at $5 or honor the buy one get half off. This is clearly a bait and switch type of issue hoping the buyer doesnt catch it.

      Business Response

      Date: 01/17/2025

      We thank the customer for reaching out. We have created an internal case 08173222 which we will work out of. If the customer would like to provide any additional information, they can contact us at **************.

    • Initial Complaint

      Date:01/02/2025

      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 received a gift card for Christmas from my niece. When I attempted to purchase some merchandise online on Michaels, it took the credit from my gift card, but since I was using an old debit card that I used to use at Michaels, I had to resubmit my current debit card information. When I entered my new debit card information, it charged me. The full amount and was saying I had zero amount left on my gift card. Basically it took off the $25. I had on my gift card without allowing me to use it on purchase. I have called the customer service three times the last time I was hung up on every time they switch me the phone call drops. I cannot get any satisfaction. All I want is a $25 the amount that was on the gift card put back on the gift card or allow me to call them and use it.

      Business Response

      Date: 01/07/2025

      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.

      Customer Answer

      Date: 01/10/2025

      I am rejecting this response because:   I was sent a gift card via email that was supposed to have ***** credit when I attempted to use it on line the card had 0 value. I called ******* she told me to place an order call her back and they would refund ***** to my account. I placed the order, left a message because suddenly no one was responding . I left a message with the order number as instructed. She never responded to my message nor have I received a credit as promised. I also sent an email to ******* in customer service with order number, no one has responded to me.  

      Business Response

      Date: 01/10/2025

      The customer have been resolved in previous case number 08173218, Thank you.

      Customer Answer

      Date: 01/10/2025

      I am rejecting this response because:   

    • Initial Complaint

      Date:01/01/2025

      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 bought these cups at michael's and they're already starting to crack on the side, they're double insulated, and they're cracking on the double insulation part.And i'm also trying to reach the corporate, and no one's picking up the phone or responding to email

      Business Response

      Date: 01/07/2025

      We thank the customer for reaching out. We have created an internal case 08176536 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: 01/07/2025

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:12/30/2024

      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.
      Date of Transaction: December 1, 2024 Amount Paid: $42.13 Order Number: #**************** I ordered nine items from Michaels, which included knitting supplies and tools. The business committed to shipping all nine items as listed in the order. Upon receiving my order, I discovered that three of the nine items were missing. The items that were not delivered are:Clover Split Ring Markers Clover Takumi 9 Bamboo Knitting Needles (2 items)I have attempted to resolve this issue multiple times by contacting Michaels through phone, email, and online chat. However, I have not received any response or acknowledgment from the company regarding the missing items or my inquiries. As of now, Michaels has not made any attempt to resolve the issue.

      Business Response

      Date: 01/07/2025

      We thank the customer for reaching out. We have created an internal case 08170726 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: 01/10/2025

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:12/30/2024

      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.
      I have returned an item that did not fit the description of how it was presented online. It shows it has been received by returns department but i have still not received my refund. I have provided screen shots showing my order and the return tracking information. I am just seeking my refund. I have contacted michaels through email and I have not received a response.

      Business Response

      Date: 01/07/2025

      We thank the customer for reaching out. We have created an internal case 08140477 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: 01/07/2025

      I have reviewed the business response and accept this resolution. 

      Customer Answer

      Date: 01/07/2025

      The issue has been resolved now. I would like to close the case thank you so much for helping!

    • Initial Complaint

      Date:12/27/2024

      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.
      On Nov. 30, 2024, I placed an online order with ************************** for a Christmas Wreath along with a second item. The wreath was received damaged and the decorative pieces are falling off of the wreath. I received it on our around Dec. 3-5. I attempted to return the wreath to the store in ******* where I have returned items before and as declined as the cashier said any items stocked as Item: D479007S need to be returned by contacting customer service. Called the # and was on hold for about 25 min. Then emailed customer care and was not responded to until I sent out 3 emails of which the last contained my reporting them to BBB. A Item Return slip was to be emailed to by Scarlet on December 19 (last email I have from the ****** Still have not received as of today. Their website does not allow me to set up a return as you will see on the attached files.

      Business Response

      Date: 01/07/2025

      We thank the customer for reaching out. We have created an internal case 08079555 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.

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

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