Craft Supplies
Michaels Stores, Inc.Headquarters
This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Michaels Stores, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 359 total complaints in the last 3 years.
- 143 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:12/27/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- 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.Initial Complaint
Date:12/19/2024
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
Like many other people here, I have been receiving promotional emails from Michaels for over a year, and though I click the link to unsubscribe every time, it doesn't work. I continue to receive spam from them. It's impossible to reach anyone at customer service to resolve the issue. Disgraceful.Business Response
Date: 12/26/2024
We thank the customer for reaching out. We have created an internal case 08136635 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: 12/27/2024
I have reviewed the business response and accept this resolution.Initial Complaint
Date:12/18/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- 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 7 wreaths from Michaels and some bows. The wreaths were supposed to be 24 inches according to the description. They are not 24 inches. They are barely over 12. The company is a market place company which i didnt even know was a thing on Michaels website. Michaels refunded me 19.81 of 289.38. The seller of the wreaths refused to give me an RSA. I had to return wreaths at the cost of ***** my cost for a fraudulent posting. I want a refund of ****** plus the ***** I had to pay in shipping for a total of ******Business Response
Date: 12/26/2024
We thank the customer for reaching out. We have created an internal case 08100125 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:12/16/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
Monday December 16th 2024, Refusal of sale on item for price on store shelf. Price marked at $34.99 as regular price. Shelf label reads L&T Hand Crank Yarn Winder which. Item is a Knitting Machine that is Hand Crank Yarn Winder Band By *************** Check out rings up $84.99 when seeking assistance to get price fixed advised by "Store Manager" that price tag for this particular item was removed and the item was moved to this tag. Insinuating that I had done so to get a lessor price. I asked them to review cameras to prove this was not the case, however, manager refused to assist any further rudely stating that she would go no lower than the 40% off it would be if I had purchased it online. I requested her to show me where simply on my photo where the tag could have been that she was claiming had been removed, she refused argumentatively stating again that she had already told me the tag had been removed. I asked how she knew it had been removed and was advised that its in the diagram for the store stock. When attempting to explain to her that as the customer I do not have access to ********************** lay outs or what goes where all I have to go by is the shelf tag and as for this item it is the only one they have in the store and is over a tag that is for exactly what the item is she still refused to sell for the shelf pricing. When I explained to her that what she was doing is considered bait and switch I was advised she didn't care she wasn't selling it for that price.Business Response
Date: 12/17/2024
We thank the customer for reaching out. We have created an internal case 08115283 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:12/16/2024
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
ordered Xmass tree that missed estimated delivery and now some 5 days past due.. no emails on status...no correspondence.....service terrible..never to order from again.. deserves complaint with BBB as business *****..and not sure if and when will get the product. Further action may be necessary if not received by tonight!Business Response
Date: 12/17/2024
We thank the customer for reaching out. We have created an internal case 08115259 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:12/16/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- 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 tried calling the Michael's customer service number multiple times. I have tried doing a live chat and no body answers the phone or responds to me. I have ordered an item on Michaels Makerplace and have not received the item and the seller is not responding to me. I am seeking to get a refund or my actual item I purchased!Business Response
Date: 12/18/2024
We thank the customer for reaching out. We have created an internal case 08113463 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:12/16/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- 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 knowingly and willingly agreed to receive promotional emails ********************* from Michaels. After some time I realized that they were not relevant to me and wanted to unsubscribe. I have clicked the unsubscribe link at the bottom of the email, I would estimate, 6 times or more and I continue to receive emails. I have contacted customer support 3 times where I'm assured that my email has been removed. At this point I can only believe that Michaels is trying to spam their customers with unwanted emails and I would like it to stop. This has been going on for more than a year now. I have tried to escalate the issue within Michaels and can only get as far as customer service.Business Response
Date: 12/18/2024
We thank the customer for reaching out. We have created an internal case 08112637 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:12/15/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
Cashiers with the exception of 2 are rude & under the influence of a mind controlling substance. The Rewards programs is iffy, sometimes it might get rewarded or not. Then having to deal with the headache of explaining the situation repeatedly is ***************** please. Im a combat veteran who does *************************** to help curve my PTSD.Thank you for your time in this matter & have a Great day.Business Response
Date: 12/18/2024
We thank the customer for reaching out. We have created an internal case 08109860 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:12/14/2024
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- 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 Christmas items on 12/08/24. All the signs stated 50% off Christmas items I made sure to check the fine print to make sure that it matched the items I was buying. At check out, I noticed I was charged $50 for two ribbons. The sales associates confirmed with me repeatedly that all ribbons were 50% off. When I showed her my receipt, she says that she was mistaken and that its actually buy 2 get 3 free? Whatever that means. Realized I got 1 small ribbon that costed $14 for free since I paid full price for 2 ribbons. The next day, I went to return those ribbons and was only given half back for both ribbons which does not make sense whatsoever. Considering the free item I got was ONLY $14 versus $50 ribbons. We talked to the sales associates and they were just as confused and the manager could not even explain it. We would like a refund or an explanation on why we are being full charged for items when returning other things that arent apart of the discount. Also none of the signage in the store stated buy 2 get 3. All of it states 50% off. So that needs to be corrected as well. This is clearly a scam.Business Response
Date: 12/18/2024
We thank the customer for reaching out. We have created an internal case 08103268 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: 12/18/2024
I have reviewed the business response and accept this resolution. I was able to follow up with ****, a manager there, the following day and it has been resolved.Initial Complaint
Date:12/13/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- 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 markers from Michael's online and decided to pick them up in the closest store to me. When I went, the markers were given to me promptly but packed strangely. Every other pickup order I've seen has looked differently. Anyways, I removed the bag wrapping my item and found it to be in pretty bad shape. Either the markers themselves were damaged or something ruined the item and spilled all over it. When I tried to return it in store, the store was only giving me a store credit. This type of item should be returned to my original payment method, which was via ****** since it was an online order. I have also tried to contact Michael's customer service after getting no help from the local store representatives, but no help has been provided. All I've received is silence--can't get through to any agent in their online chat service and only received one pathetic email about my complaint as an automated ****** response. I am seeking a full refund for this marker order as I have seen bought the markers from another source with no issue.Business Response
Date: 12/13/2024
We thank the customer for reaching out. We have created an internal case 08100790 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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