Business Profile

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.

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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.

Initial Complaint
Date:12/13/2024
Type:Product Issues
Status:
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 am trying to return merchandise and get a refund of $72.19 for merchandise ordered online on 11/26/24, order #****************. I received an email stating that my order had been received, listing all my information and payment method (credit card) but there was no receipt ever sent. A second email arrived then arrived saying my order had shipped and again including my payment method. The merchandise was received shortly thereafter, but the color was not as pictured and so had to be returned. The packing slip states that I could take it to a store for a refund. I took the merchandise in original condition along with the packing slip and a copy of the two emails to the nearby *********, **. store. I was told that the merchandise could not be returned because there was no receipt and that the store had no way of retrieving a receipt. That day I called customer care three times, holding for 20 to 30 minutes before hanging up. On 12/10/24 I called again and waited for OVER TWO HOURS on the phone before someone answered, took my information including the order number, and told me that I should receive the receipt by email in a few minutes. It is three days later and no receipt nor email has arrived. I tried their website's Chat feature, but there is no option for refunds available. This feels to me like this is a company policy with the purpose of denying refunds. I ordered as a guest instead of signing into my account because I forgot that I even had an account, but surely a receipt can be located if they have all my information along with the order number. All I want is to return the untouched merchandise and receive a refund.
Business Response
Date: 12/13/2024
We thank the customer for reaching out. We have created an internal case 08100764 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
Michael's reached out to me and solved the problem. I was able to return the merchandise for a full refund.
Initial Complaint
Date:12/13/2024
Type:Product Issues
Status:
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.
Subject: Complaint Regarding Defective Product and Unsatisfactory Return Policy Details: I purchased the items between the week of December 1 and the 8th. I attempted to return on December 12th. I spoke to store manager *****, she was not helpful and dismissive.I am writing to express my disappointment with a recent purchase and the subsequent experience I had at your store. I purchased several items from Michael's across multiple locations to create the perfect holiday display. However, when I began setting them up, I discovered that the products were falling apart.The condition of these items not only ruined my plans but also posed a safety hazard, as pieces of glass were detaching. This is especially concerning because the items were intended for a childrens event, where such dangers are unacceptable.When I attempted to return the defective items to the store, I was told they could not be accepted because the tags were no longer attached. I explained that I had intended to use the items and only removed the tags to set them up. It is extremely frustrating to be refused a return for unusable and unsafe products due to a technicality.I expect better quality and customer service from **********************, a ********************** I have relied on for years. I kindly request a resolution to this matter, whether through a refund or store credit, as the items are not fit for their intended use.Thank you for your attention to this matter.
Business Response
Date: 12/18/2024
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.
Initial Complaint
Date:12/12/2024
Type:Product Issues
Status:
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 placed an accidental order and once I realized what happened, I went to the website to cancel it, so I called customer service. I was on hold for 45 minutes. When someone finally answered I asked to cancel the order. The *** says they can't cancel an order if its been over an hour, when I've already spent 45 minutes on hold. The *** emailed me a case number and told me to call them back when I got a shipping notification and to give the *** the case number so they can immediately refund me and stop the shipment. About an hour later I got a text and an email that the item was shipped. So I called and was on hold again for another hour. Then suddenly it rang and they hung up on me. So I called them back and had to start the whole process over again. Then I was on hold for another hour before a *** answered and she was hard to understand. She put me on hold a couple more times, came back and basically said there is nothing she can do. This is outrageous customer service and now I have the Christmas money to spend on presents for my kids tied up with Michaels. I wasted my day for 3 hours on hold, being randomly hung up on, and different ***s telling me different information. When being on hold there should be a projected timeframe or update of the duration. None of that happened and not a single *** said anything like "thanks for holding"; nevertheless sorry you were on hold for an hour. This happened 3 times and its outrageous. It was an accidental order and I regret opening their website. Never again after it taking up my day and now my money is tied up for an unknown period of time right before Christmas.
Business Response
Date: 12/13/2024
We thank the customer for reaching out. We have created an internal case 08095676 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: 12/13/2024
Attached are screenshots of my phone showing the lengths of time they had me on hold for the 3 separate phone calls as described in my complaint
Customer Answer
Date: 12/13/2024
I am rejecting this response because:
The business is suggesting I call the same phone number that they had me on hold for hours at a time (evidence of the extreme hold times are attached). This is an unacceptable response because I already called that number 3 times and it got me no where, hence the complaint. Having me on hold for hours with no projected expected wait time and the same 30 second song playing over and over for hours was mental torture and I'm not doing that again. I was very nice to the representatives that I did talk to and not one of them said "thanks for holding" or "sorry for the wait". I want the order canceled and my money back, which is what the first Representative emailed me.
Business Response
Date: 12/13/2024
We thank the customer for reaching out. We have created an internal case 08095676 which we will work out of. We will reach out to the customer within ***** hours.
Customer Answer
Date: 12/13/2024
I am rejecting this response because: it is not a response that solves the problem. The response is merely the case number that the representative emailed me before I filed this complaint. As was set forth in my original complaint, Michaels representative told me to call customer service again with that case number once I got a shipping notification so that they could immediately refund me and divert the shipment. I submitted a screen shot of the email the representative sent me before I filed this complaint. I wanted to cancel my order. That is it, and instead I'm getting this run around wasting my time, sanity, and having my money tied up with Michaels. I've been in tears over this and their customer service and practices is unacceptable. Yesterday I was on hold for hours at a time instead of being able to work and be with my family, all to cancel the order that could have been canceled if they didn't keep me on hold for hours in the first place.
Customer Answer
Date: 01/08/2025
The business called me and left a voicemail while I was in a meeting suggesting I call them back, which I was not going to do considering the experience I had. Eventually I received the items and lugged them back to the store for a refund. I am very disappointed Michaels left me on hold for 3 hours and the last thing I was going to do was be stuck on the phone calling them again like the voicemail suggested to do. They lied to me several times, wasted my time, and the experience was very upsetting. Michaels did nothing to remedy the situation.
Initial Complaint
Date:12/12/2024
Type:Product Issues
Status:
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.
Order 2 trees and only got one? Did get charged for two
Business Response
Date: 12/13/2024
We thank the customer for reaching out. We have created an internal case 08097575 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:12/12/2024
Type:Product Issues
Status:
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 November ******* I contacted the store by telephone to inquire about custom framing. I spoke to ******* and he left the phone for 10 minutes and I can hear him talking yet he never came back to the phone. Then I called again and this time he answers how can I help you I start my sentence and he puts me on hold and after 15 minutes on hold he hung up, I called him a third time and that's when I asked for his name and then I asked for a Manager and then he hung up on me I tried calling back but they never picked up after that. I ended up driving to this location and ended up speaking to someone who claimed that the Manager was not available and stated that there was no employee by the name of *******. I asked for a call back from the Manager which never came. They said my frames would be done in 1.5 weeks yet they have not contacted me as of today December *******. They do not pick up there lines either. I also contacted their corporate offices today and spoke to ******* who tried to contact the store as well to get me a status and she was unable to. She confirmed that an ******* does work at the ******** location so I was lied to and it seems that someone covered up for him.
Customer Answer
Date: 12/13/2024
I am trying to contact Michaels by phone and they are simply not answering there phones.
Business Response
Date: 12/13/2024
We thank the customer for reaching out. We have created an internal case 08094772 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: 12/13/2024
I received a phone call back from the Framing Manager at Michaels today however I have not heard back from District Manager as I was told.
Customer Answer
Date: 01/10/2025
No they have not made attempt. I am still waiting for a call from the District Manager as promised by the Corporate customer relations office. There attention to this matter is very upsetting. I received a phone call from the ****************** and I informed that I am waiting for a call from the District Manager which they said would contact me within 72 hours and it never happened!
Business Response
Date: 01/10/2025
Hello, we will assist in case #********. Thank you!
Customer Answer
Date: 01/11/2025
I am rejecting this response because: It has been over a month since my initial complaint and despite of reaching out to there Corporate customer relations and speaking to the Manager in ****************** and being told that District Manager would call me back by both Framing Manager and Customer relations. They have made no attempt!!
Initial Complaint
Date:12/12/2024
Type:Product Issues
Status:
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.
The date of the transaction was Nov 29, 2024. I never received the item with a promise date of Dec 4-6. It is a ribbon. I no longer need the item and I am getting the run around from the third party seller (******* Servicee). I think they are a fraudulent company and just collect the money. The item was ***** with tax ***** I just want a refund for the amount. It does not take three weeks to get a ribbon. I shop at Michaels all the time but have never dealt with a third party seller and have always received my items. I will attach the conversation with the seller which I think is bogus. I just want a refund. Thanks. Also attached is the stagnated **** receipt for the tracking and messages between I and the third party seller. Michaels should be more careful in regards to there third party sellers because it looks bad on them.
Business Response
Date: 12/12/2024
We thank the customer for reaching out. We have created an internal case 08090969 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: 12/12/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:12/11/2024
Type:Product Issues
Status:
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 ordered a shadowbox and some additional items to meet the free shipping minimum on Michaels website on December 3, 2024. They still charged me $3.99 for an oversized shipping fee for the shadowbox frame, which I paid. When the items arrived on December 6th, the delivery person informed me the contents sounded broken, and indeed broken glass could be heard rattling around in the box. He let me know I could refuse the package and have it sent back, which I did. I contacted Michaels for a full refund. Their main customer service outlets are a AI chat bot, which was of no help, a live agent which required a 40 min wait time, or a phone number which leaves you on hold with no estimated wait time. After being frustrated by these avenues, I emailed them that same Friday the 6th and was given a customer service case number, but there's been no follow up and no resolution. It's extremely difficult for a working adult to find the time to deal with their inaccessible customer service. I want a full refund for my order of $45.46 (that includes the oversized shipping since the package arrived damaged.)
Customer Answer
Date: 12/11/2024
Michaels refunded me after I raised a dispute on ****** concerning this case (as I used them for payment.) You may close this complaint now.
Business Response
Date: 12/12/2024
We thank the customer for reaching out. We have created an internal case 08060334 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: 12/12/2024
I have reviewed the business response and accept this resolution. I was issued a refund since this last message.
Initial Complaint
Date:12/10/2024
Type:Customer Service Issues
Status:
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.
WON'T STOP EMAILS Despite "unsubscribing" every day for months and reporting as spam, I continue to get multiple emails every single day from Michael's. This is violating *** regulations.They are breaking federal law.
Business Response
Date: 12/12/2024
We thank the customer for reaching out. We have created an internal case 08084317 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:12/10/2024
Type:Product Issues
Status:
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 placed an order online on 12/2. It was worth nearly $400 and had multiple items on order; one item being over $200. The delivery date was between 12/4-12/6. The items all shipped. The tracking showed that all items had been received by the shipping carriers however the most expensive item (shipping separately) has been lost. I tried to call the store and spoke to an incredibly rude associate who said it wasnt her problem and it was customer supports. Ive tried to reach ********************** customer support 10+ times via phone and chat. Once, I sat on hold for an hour and a half waiting for resolution. I need a refund for the item and they can issue a Return-to-sender case with the carrier.
Business Response
Date: 12/12/2024
We thank the customer for reaching out. We have created an internal case 08062661 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:12/09/2024
Type:Customer Service Issues
Status:
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.
This company has been spamming me with emails for years. The unsubscribe process does not work. I receive 2 to 3 spam emails every day. I am exhausted and do not want to be harassed anymore. Please help remove my personal information from this horrible company.
Business Response
Date: 12/12/2024
We thank the customer for reaching out. We have created an internal case 08084066 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: 12/12/2024
I have reviewed the business response and accept this resolution.

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