Complaints

This profile includes complaints for Michaels Stores, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Michaels Stores, Inc.

  8000 Bent Branch Drive Irving, TX 75063

• 

  Michaels

  20150 Langley Bypass Unit 80 Langley, BC V3A 5E7

• 

  Michaels

  300 5771 Marine Way Burnaby, BC V5J 0A6

• 

  Michaels

  200 1055 Hillside Dr Kamloops, BC V2E 2S5

• 

  Michaels Arts & Crafts

  268 Daniel Webster Hwy # A Nashua, NH 03060

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:12/04/2024

  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.

  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:

  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 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. 

• Initial Complaint

  Date:12/02/2024

  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 online order and after a week of not receiving any updates, on the last day of the delivery ***, I spent hours calling and emailing Michael's for answers before someone told me the order had to be canceled. So I placed a replacement order and when I didn't receive any order updates I contacted them again and was told there was an issue with shipping my order and they had to cancel it. The next day day received tracking information for the order they told me they canceled. I spent hours contacting Michael's again to see if this item actually did ship and when it would be received; I previously stressed to them receiving this item before November 27th because nobody would be here to receive it and return it after that date; they said the scheduled delivery was December 3rd. I told them I was unable to receive and return the order they told me was canceled and that they should intercept the package from *** and refund me because I had already ordered the replacement from ****** when they told me my second order was canceled. Michael's accepted responsibility and assured me I would receive a refund in 3 to 5 business days and that the order did not need to be returned first. I just spoke with my bank and no refund has been initiated. So I called Michael's after not receiving any reply to my emails and they told me that the item needed to be returned before I would get a refund. This business wasted almost a month making me chase them and now they won't respond to me. I just want my money.

  Business Response

  Date: 12/02/2024

  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: 12/02/2024

  I am rejecting this response because:   the company has repeatedly given similar responses and then stopped replying to me without a resolution. They should wait until the issue is actually resolved before responding to this complaint.

  Business Response

  Date: 12/02/2024

  We thank the customer for reaching out. We have created an internal case 07979779 which we have worked out of with the customer to resolve their concerns. If the customer would like to provide any additional information, they can contact us at **************.

  Customer Answer

  Date: 12/03/2024

  I am rejecting this response because:   that's the same response the company has given for several weeks now, with no resolution. I called the credit card company again and they confirmed that the refund from Michael's still has not yet been initiated and is not yet pending in the account. So the problem has not been resolved and they are continuing to waste everybody's time. 

  Customer Answer

  Date: 12/03/2024

  *** has confirmed that the package was being returned to Michael's and there's no reason why I have not been refunded yet. 

  Business Response

  Date: 12/17/2024

  We thank the customer for reaching out. We have created an internal case ******** which we will work out of. We will reach out to the customer within ***** hours.

• Initial Complaint

  Date:11/30/2024

  Type:Billing 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.

  Early this month I received an email from Michaels stating that the store was offering 70% off on framing. I took a small painting to have framed (10 1/4 x 6 5/16) and selected a very modest wood frame. The bill was $79.20 AFTER the 70% off. Today I spoke to both the framing specialist and the store manager and stated that while I was very satisfied with the framing job, I could not accept their assertion that without the discount, this small picture would have cost $250.00 to get framed! I asked how much the wood framing material was per foot, but they were unable to tell me. The obvious answer is that Michaels is inflating the costs of their materials and labor so that when the 70% is deducted, the customer is actually paying the real cost of the framing job. Additional evidence of this scam came from the store manager, who informed me that the framing is ALWAYS 70% OFF. This is a most deceitful and unlawful business practice. Michaels is luring customers in with a supposed offer of 70% off when it's not 70% off at all. My framing job should have started at $79.20, and the 70% off should have been deducted from that.

  Business Response

  Date: 12/02/2024

  We thank the customer for reaching out. We have created an internal case 08026398 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:11/26/2024

  Type:Sales and Advertising 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.

  We spent over a half hour to choice the perfect ribbons for our family decorations. The sign that was posted over every ribbon aisle said buy 1 get 3 free. We went to check out and the price wasnt right. The manager told us that the ribbons must have been misplaced and those werent included. I pointed out that the sign clearly was posted in all the aisle. She said oh and walked away.

  Business Response

  Date: 12/01/2024

  We thank the customer for reaching out. We have created an internal case 08007395 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:11/22/2024

  Type:Sales and Advertising 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.

  Michaels offers an unsubscribe option, but they don't unsubscribe us. I have been unsubscribing from them for over a year, and yet they still send their email ads. I click unsubscribe over and over. They will 'stop' for a bit and then start up again. I suspect they keep email addresses even after they supposedly say they 'unsubscribed me' so that they can use it again in the future. They are being untruthful when they say it 'may' take a while to unsubscribe me because they never fully do. Part of the problem is that they force cashiers to get people's email addresses during a transaction and if they don't, the employees get pulled up about 'their performance'. If I choose unsubscribe, my email address and personal details should be removed from ALL of their servers and their affiliates' servers. Stop sending me unsolicited emails.

  Business Response

  Date: 11/29/2024

  Checked all email and contact systems for customer's information and removed it wherever present. Customer no longer should receive any emails from Michaels. I also called the customer and spoke with her directly to inform her of this and offered my direct number in case there was any issues past this mass removal.

  Customer Answer

  Date: 11/29/2024

  I have reviewed the business response and accept this resolution. Thank Michaels for taking the time to notify me personally of their removal of my info from their servers. 

• Initial Complaint

  Date:11/21/2024

  Type:Billing 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 purchased 10 items 10/29/2024 from a Micheals store. The brand of the items is Make Market- a Michaels brand and they were 40% off. I needed to pick up an other item on 11/5 I noticed the items are now 50% off. I checked the Michaels website and states that price matching can be done within 7 days with a receipt. The items were on sale in the store. The associate refused to price adjust without all the items there. First stating its policy and then when I mentioned the only verbiage she stated they are trying to make it policy. When I asked for a manger she stated she was the manager. I called Michaels corporate and they said that it was not policy and she could have price adjusted the items and that the actual store manager ******* would call with 48 hours. A week later and no call so on 11/14 I called the store and spoke to *******. I told her how corporate and the website said they could price adjust the items. She was rude, and her reasoning was that it takes too long to do since they have to type in all the numbers. But she said she would do it for me. I was coming in after work and ******* would not be there, she was aware what time I was coming into the store. Went I went into the store the first **** who refused to do the price adjustment was there and once again refused to do it. I told her that the store manager said she would do it and the associate just stood there with her hands on her hips refusing to do it. Also made comment that I couldnt spell since I asked a different associate to spell her name out so I can write it down. The next day on 11/15 I once again called corporate customer service and they said that the price adjustment should have been done. Was told I would get a gift card for the inconvenience to my email and a call from the district manager within 48 hours. It has now been six days since that phone call and no gift card and no call on how the stores treat customers.

  Business Response

  Date: 11/25/2024

  We thank the customer for reaching out. We have created an internal case 07986928 which we will work out of. If the customer would like to provide any additional information, they can contact us at **************.

  Customer Answer

  Date: 11/25/2024

  I am rejecting this response because:   
  you called the wrong number, your response has no actions listed on what will be done to resolve matter. 

  Business Response

  Date: 12/01/2024

  We thank the customer for reaching out. We have created an internal case 08001252 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:11/21/2024

  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 am writing to formally file a complaint against Michaels in relation to a recent order I placed with them, which has resulted in an unresolved issue. I purchased a sublimation printer from Michaels on 11/14. The order number is ****************.Unfortunately, I never received the package. When I contacted Michaels about this issue, I was informed that their shipping carrier confirmed delivery using GPS coordinates. However, the carrier failed to provide photographic evidence of the package being delivered to my address and also failed to explain who signed for my package.Additionally, when I contacted the shipping carrier directly, they suggested waiting 23 business days because packages can sometimes be mistakenly marked as delivered when they have not actually arrived. This acknowledgment by the carrier demonstrates that delivery errors can and do occur, further supporting my claim that the package was not properly delivered.Despite this, Michaels has refused to refund me or provide a replacement for the printer. It is unfair for me to bear the financial burden for a mistake that was not mine. I relied on Michaels and their shipping partner to ensure safe and accurate delivery of my order, which they have failed to do.This situation has caused significant inconvenience and financial strain, as the printer is a necessary tool for my business. I believe Michaels has not upheld its responsibilities to ensure accurate delivery or to remedy situations where proper delivery verification is lacking.I am seeking the BBBs assistance to resolve this matter fairly. Specifically, I am requesting that Michaels issue a full refund for my purchase or send a replacement printer promptly.Please let me know if further information is needed to proceed with this complaint. I look forward to your assistance in reaching a resolution. ****************.

  Business Response

  Date: 11/25/2024

  We thank the customer for reaching out. We have created an internal case 07972173 which we will work out of. If the customer would like to provide any additional information, they can contact us at **************. 

  Customer Answer

  Date: 11/26/2024

  I am rejecting this response because:  At this point I dont even want the printer. Please just refund me as this printer is for a business and is no longer needed as we purchased one else where. Thank you! 

  Business Response

  Date: 12/01/2024

  We thank the customer for reaching out. We have created an internal case 07972173 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:11/20/2024

  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.

  They will NOT remove me from their email advertising list. I have unsubscribed every time they send me an ad, I have called at least three times requesting to be removed and have sent an email request within the last 12 months. I dont know how else to solve the problem.

  Business Response

  Date: 11/20/2024

  We thank the customer for reaching out. We have created an internal case 07981019 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: 11/21/2024

  I have been contacted in a timely manner by Michaels and have been assured that I will not receive any further email advertisements. It was explained to me that there was a failure to address the issue properly in my previous attempts to unsubscribe and will be addressed in future training. I am very satisfied with their response and accept this case as closed. Thank you so much!

  Customer Answer

  Date: 11/21/2024

  I have reviewed the business response and accept this resolution. I have been contacted in a timely manner by Michaels and have been assured that I will not receive any further email advertisements. It was explained to me that there was a failure to address the issue properly in my previous attempts to unsubscribe and will be addressed in future training. I am very satisfied with their response and accept this case as closed. Thank you so much!

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair 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 made an online order for delivery on Nov 6. 2024 for the price of ***** It was supposed to be same day delivery It did not get delivered Next day I called and asked for a refund No one would help me or give it to me I chatted online and no one would issue the refund I called but no one would come on the phone to help. I just want a refund

  Business Response

  Date: 11/25/2024

  We thank the customer for reaching out. We have created an internal case 07962596 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.