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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.
    • 143 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:12/09/2024

      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 tried at least 3-4 times in the past year to unsubscribe from their emails and rewards emails. Even filing privacy complaints does not help - I am still bombarded with daily emails!I just want all the emails to stop and all my information to be deleted period!

      Business Response

      Date: 12/12/2024

      We thank the customer for reaching out. We have created an internal case 08084062 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:12/08/2024

      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.
      Dear Michaels Customer Service,I am writing to express my disappointment and frustration regarding the behavior of an employee named ****** at your ********* location (********************************************************************************************************************************************************).During my visit, I attempted to purchase two bundles of ribbon that were listed for pickup on the Michaels website at $5.19 each. However, when I proceeded to check out, the items rang up as $12.99 each in-store. I informed ****** of the price discrepancy and expected a simple price match to the Michaels website, which should be standard practice for consistency between online and in-store pricing.Instead of adjusting the *****, ****** insisted that I would need to place an online order for pickup at the same store and refused to honor the website price. I asked if, since the items were already in my possession, she could simply process the online order and allow me to take the items immediately. Her response was a flat no, and she directed me to put the items back on the shelf.This instruction was both disrespectful and unnecessary, as it required me to physically return the items to the shelf only for her to retrieve the exact same items moments later. The entire experience felt deliberately unhelpful and dismissive, and her behavior came across as both condescending and ************ a woman of color, I was particularly disturbed by Denises tone and demeanor, which felt rooted in implicit bias or even outright prejudice. The way she handled the situationwith no willingness to assist, adjust the price, or find a reasonable solutionwas unprofessional and utterly unacceptable.I believe no customer should have to feel humiliated or disrespected in this way, especially over a situation that could have been resolved easily and courteously.I trust that Michaels will take this complaint seriously and investigate Denises conduct to ensure that your employees provide fair and respectful service to all customers.

      Business Response

      Date: 12/10/2024

      We thank the customer for reaching out. We have created an internal case 08070731 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:12/06/2024

      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.
      I recieved a package from Michael's December 5th 2024, it was not what I ordered, just crayons and paint, not 1 thing was what I ordered. It took 2 days of trying to get ahold of customer service, finally she said she would send label to return wrong item( which is annoying when your sick and don't want to leave house), and she would re order my order for me. She gave me no confirmation numbers or anything, just said I would get email, I still havent recieved email. I really would like my package b4 christmas, and I'm not sure it will happen, im starting to just want my money back. I don't think I will shop online at michaels again.

      Business Response

      Date: 12/10/2024

      We thank the customer for reaching out. We have created an internal case 08055935 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:12/06/2024

      Type:Delivery 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.
      Ordered an artificial Christmas tree from their website, on Nov 29, 2024 (Black Friday), using my phone and Apple pay. The order went through successfully. Michaels has charged my credit card and the funds have been deducted. Michaels never sent me an order confirmation, either via email or text, nor did they send any tracking information. I have received no written proof of my order whatsoever, yet they have collected $492.34 from me. I have called their customer care number numerous times, but no one has ever answered the phone, no matter which options I select from the menu. Their online chat option has been useless, as I cannot enter an order number, since I was never given one. I just want to know what is going on with this order! It's very unnerving to have no communication from a company after having spent hundreds of dollars on their website. I'd like to receive this order, but would settle for a full refund.

      Customer Answer

      Date: 12/09/2024

      Just noting that I have now called Michael's customer service line nearly 10 times, and waited on hold each time between 5-30 minutes with absolutely no answer.

      Customer Answer

      Date: 12/09/2024

      Our order arrived today, so this case is now resolved.

      I'm unsatisfied that Michael's never sent us any order confirmation, tracking information, or shipping updates, and even more disappointed that they do not EVER answer their customer service line. But we did receive what we paid for, so that is the most important thing. Will not order anything from ************************** again, though, as it was an unnerving experience.

      Business Response

      Date: 12/10/2024

      We thank the customer for reaching out. We have created an internal case 08056364 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: 12/11/2024

      Thank you. I did receive a response from Michael's and my order did arrive. So I am satisfied with the resolution and will be happy to close the complaint.

      Not sure where to submit this response, so hopefully this email will suffice.

       

      -****** *******

    • Initial Complaint

      Date:12/05/2024

      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.
      Online order for 3 picture frames $65.85 on 11/15/25 (8400108690913209)-received 11/20/24. All frames plexiglass damaged. Tried unsuccessfully to return to local store 12/4. Tried unsuccessfully to call online *************) on 12/4 & 12/5- 6 hours each day, trying numerous extensions-no answer. Tried unsuccessfully to use online chat function. Cannot contact Michaels online or in store to return damaged merchandise & request refund.

      Customer Answer

      Date: 12/06/2024

      Michaels provided return information & I have returned product. No refund currently provided-I await confirmation refund will be sent.

      Business Response

      Date: 12/10/2024

      We thank the customer for reaching out. We have created an internal case 08056242 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:12/05/2024

      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.
      I made an online order and delivered yesterday, 2 blue skeins of yarn were missing from the order. The package also had no receipt in it.I tried calling customer service but they seriously wouldn't answer the phone. I would sit there and wait and literally more than 10 minutes and nothing. It doesn't even tell you how long the wait is or if they are closed or on break.Before they used to answer right away and now nothing. Frustrating.I just want my refund or something. And I called a Michaels crafts store, but the manager said that she couldn't do anything, can't check the order, can't transfer me. That's useless, why can't they help online shoppers out when cust. service doesn't answer the phone?

      Business Response

      Date: 12/05/2024

      We thank the customer for reaching out. We have created an internal case 08052654 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:12/04/2024

      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.
      RE: Order# **************** - Pending refund. ****** Tracking: 1Z5EY5481277642738, delivered on 11/11 at 1:12pm at dock. ****** Tracking: 1Z5EY5481277642747, delivered on 11/12 at 1:34pm at dock.I tried resolving this issue by calling their **************** at ****************************. My first call, I was on hold for up to 2hrs and 50min and the call dropped. I have called several times through out the day since then and there is no **************** that answers. Just this non-ending hold music until the call drops. The returned boxes have been delivered and it has been 3 weeks pending a refund. I replied back to the **************** email that had the *** return labels on 11/26 requesting the time frame of the refund and attaching the *** Proof of Delivery. I am still pending a response from the ****************. This was my last resort but as I read the complaints, I noticed how each issue was resolved in a timely manner.

      Business Response

      Date: 12/05/2024

      We thank the customer for reaching out. We have created an internal case 08048293 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:12/04/2024

      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.
      I placed an order on 11/30/24 for 1 book nook set and 2 sculpey jewelry kits. I only received 1 kit. I have been trying to contact Michaels and have been unsuccessful in getting ahold of anyone. I tried the online chat which was just a bot. I emailed and didn't hear back. And I called 2 days in a row and was on hold for over 20 minutes each time and no one ever answered.

      Business Response

      Date: 12/05/2024

      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.

      Customer Answer

      Date: 12/07/2024

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:12/04/2024

      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 get a straight answer from customer service for the last 3 days. The wait times are atrocious which would be understandable if the agents themselves actually took the calls or answered the chat. 4 out of the 5 times I've actually gotten through the wait, I've been hung up on or disconnected. The 1 time I did get someone to actually finish the call with me, she provided the incorrect information and delayed the process even more. If the agents are only spending 3-4 minutes on the calls before hanging up then why is I t taking so long to get speak to customer? At this point I want a refund but I can't get in contact with anyone to help me.

      Business Response

      Date: 12/05/2024

      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:12/04/2024

      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.
      I ordered three items for a in-store pick up. I received an email that my order was picked up however I did not pick up the order and nor did I send anyone else to pick up my order.Someone else took my order along with their own order I contacted the store right away and they advised they do not check ID and anyone can come in and take any item.The store manager advised theyre unable to locate the person who took my item because they do not have any of their information and because they dont verify ID anyone can take it These items for Christmas presents, and they are now sold out. The store manager was unable to offer me a refund over the phone so I had to go into the store where my item was no longer available and was taken by someone else.The store manager took zero accountability. I have contacted the head office and they have done nothing of this work to resolve this issue. It states on the Michaels website that ID must be verified before pick up.I placed another online order pick up and I was able to go to the store and pick it up and no one checked my identification and no one even assisted me. I couldve taken anyones orders and no one would have known.I highly recommend everyone else to not shop at Michaels as your items are not secured by any means if youre picking up in store. Anyone can pick up your items at any time.

      Business Response

      Date: 12/05/2024

      We thank the customer for reaching out. We have created an internal case 08023352 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: 12/05/2024

      I have reviewed the business response and accept this resolution. 

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

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