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

  665 W Broadway Vancouver, BC V5Z 1G7

• 

  Michaels

  20150 Langley Bypass Unit 80 Langley, BC V3A 5E7

• 

  Michael's Arts & Crafts Supplies

  315 W Main St Nod Brook Mall Avon, CT 06001

• 

  Michael's Arts & Crafts Supplies

  915 Hartford Tpke Waterford, CT 06385

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:10/10/2025

  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 September 16, 2025, I purchased 6 Modules, Order ****************. I received six incomplete units that were totally used, and broken up to pieces with grease and footprints on the White shelving units, which I immediately photographed and showed to Michael's. Some boxes actually were not even sealed inside falling out upon opening causing injury. I have called Michael's four times now and have never received the appropriate return shipping labels. I called again last Friday, October 3, 2025, and was promised by Monday, October 6, to receive the six return shipping label guaranteed as I had complained that this was my fourth call and needed appropriate assistance. Today, October 10, yet another week later... still no return shipping labels.... holding up my money for a month now. My time is valuable and I have spent more time now than the units are even worth to try and resolve this issue!

  Business Response

  Date: 10/15/2025

  We have located ************* case ******** which this customer originally reached out regarding their Online Order. We will reach back out to this customer within ***** hours to follow up on this concern. If any questions until then, the customer can reach us at **************. 

  Customer Answer

  Date: 10/17/2025

  I am rejecting this response because it's been 48 hours and still nothing from Michael's.   This continues to cost me more and more money in time and unacceptable that Michael's would also hold up my money with no refund.  

  Business Response

  Date: 10/20/2025

  We have located ************* case ******** which this customer originally reached out regarding their Online Order. We will reach back out to this customer within ***** hours to follow up on this concern. If any questions until then, the customer can reach us at **************. 

  Customer Answer

  Date: 10/20/2025

  I am rejecting this response because:   the business just keeps responding with the same """cookie cutter""" response and no action ... they have tied up my money for over a month and taken way more of my time in money than this is even worth in the first place.  They are going to force me to reverse this on my credit card, costing me more time and trouble on top of the time and trouble they've already cost me. I will contact the Attorney General if this costs me more time

• Initial Complaint

  Date:10/09/2025

  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.

  ********************************************************** Thursday, October 9th, 2025 V.I.P. Corporate Executive THE MICHAELS ************************************************************************************************************************** ************** Regarding: Very Serious Complaint Dear The Michaels **************. Executive:Good morning or good afternoon to You!How is your day today in sunny ******, ***** and/or wherever else You are in the World?My day is going fine, thank you, except due to the Fact that back on Saturday, October 4th, 2025, I visited the Michaels Store Located At: ******************************************************************************************************************************************* ************** and brought in exactly Three (3) 8x10 Patriotic Pictures That I Want To Have Put All Into Just One (1) Solid Frame!The Price To Do This Was Very Expensive Being Around $260.00 - $285.00 Dollars For Just One (1) Frame To Hold Three (3) Of My Patriotic 8x10 Pictures and the Frame Was Not Huge!I did complain about the price and she Only Brought The Price Down To $232.67 which I Still Thought Was Way Too High!Furthermore, I did speak to some friends of mine and they all said that the price should have been around $150.00 for what I had done!For Your Information: I have done all of my framing at Michaels For Over The Past Ten (10) Years and This Particular Project Is The Most Expensive One (1) That I Have Ever Spent Money On Coming From Your Store(s).Yes, You Do A Good Job and I have written Excellent Reviews About Your Work In The Past since I Only Recommend Michaels For All Framing Jobs To My Friends And Colleagues, However, This Price Is Beyond Ridiculous!Can You Please Do Something To Bring Down This Price To A Common Ground For ME?Enclosed, in the attachments, please find a copy of my credit card receipt for your reference and further review. Thank you.

  Business Response

  Date: 10/10/2025

  We have reached out to the customer on this matter yesterday using our internal case number 08889277. We have addressed all the concerns. 

  Customer Answer

  Date: 10/10/2025

  I am rejecting this response because:   i have spent thousands of dollars on merchandise at the store and they are convinced just because it's custom frame me.The price has to be so much more.I mean, it was like two hundred thirty two dollars.I mean, I even talked to several friends and they told me a price for something like this.Job 43 pictures to go into one ******** should have been more like a hundred and fifty dollars in the company was unwilling to give me any further discount.They're very selfish and very cheap.And they could have afforded to give you more money off.I'm very angry and i've said I probably won't use their services ever ever ever again.Goodbye

  Business Response

  Date: 10/15/2025

  We have addressed this customers concerns in case ********. We apologize for the inconvenience, but the customers order was charged correctly for the requested products and services per Michaels Custom Framing Pricing Systems. 

  Customer Answer

  Date: 10/15/2025

  I am rejecting this response because:   

   

  I still think it was a lot of money and I still think they overcharged me.But anyway, I have nothing else to say, already paid for it.Thank you.I will reconsider who I used the next time for a picture framing in the future.I will at least get two or three price quotes

• Initial Complaint

  Date:10/09/2025

  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 on July 5th. Part of the order, 2 balloon dogs, did not arrive 3 days ago on October 6th. When it arrived, the two fragile ceramic dogs had been unceremoniously shoved into a plain plastic bag, with a single sheet of bubble wrap shoved in after them (not even wrapped around them!) The dogs were, of course, shattered. I took the package and dogs to a store and was told because it's outside the 2 month return window, they can't refund me. I didn't even receive the package until a few days ago! How was I supposed to return it without even having it? All I want is a refund for this disaster of a delivery.

  Business Response

  Date: 10/14/2025

  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.

• Initial Complaint

  Date:10/04/2025

  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.

  We went in the store and seemed as if we were harassed and ambushed! We got followed around the store! They were coming aisle to aisle harassing and provoking my family and i

  Business Response

  Date: 10/08/2025

  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.

• Initial Complaint

  Date:10/01/2025

  Type:Delivery 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 placed an order with Michael's using an established account and using the ********************** credit card. All the address info is correct. This order was sent to ************, instead of ****************, my address and billing address. The error was caused by a **** suggested address screen, which isn't uncommon to see pop up because usually it adds the last four digits of the zip code. This time however, the **** suggested address changed the address completely to ****************. Image enclosed. I contacted Michael's chat which is a very painful process and the first ****** I spoke with Aurelias, said she was reshipping a new order. I asked her to confirm the address for the new order twice, She then proceeded to end the message before verifying. I received the replacement order email and sure enough, going to the wrong address again. I instantly went back to chat, this time with ******* and she was like well, I can't do anything. I can't stop the new order from being sent out to the wrong address, you need to wait for a return label. How and why? The order was shipped to the wrong address. How am I supposed to return a package I never received?? Original order Order #****************. Replacement order R1349590.

  Business Response

  Date: 10/06/2025

  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: 10/06/2025

  Really terrible experience with customer service. I don't know how someone can send you a replacement package and you ask 3 times, this is the correct address, this is the address you have it entered in, and they say yes, and then the send the replacement to the wrong address again. It took the kindness of a stranger to return the first package to me, but now this same person is going to get a second package (the replacement) and he is going to have to decide again, does he want to drive this out to me for the second time. This is what Michael's customer service has done. Forcing an uninvolved person to have to take time and effort out of their day to make a decision he shouldn't have to make because the customer service of ********************** could not complete a simple request. But at least this has alerted me to how poor the customer service at ********************** is, and convincing me to shop elsewhere in the future. 

• Initial Complaint

  Date:09/20/2025

  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.

  ear Michaels Customer Service,I normally shop at the ********************************************* in *********, **, and Ive always had excellent experiences there. The staff are attentive and consistently go out of their way to help wrap multiple fragile items, especially ceramics, even when Im purchasing a dozen or more. Their care and attention make shopping there a pleasure.Unfortunately, my experience at your ************************ location (*************************************) was the complete opposite. I purchased around eight ceramic items, and instead of offering assistance, the cashier simply handed me the wrapping paper and said here, leaving me to do it myself. When I asked for a manager, she responded rudely, saying, thats what self-checkout is, you do it *********** make matters worse, after I wrapped everything on my own and placed my items into a bag, the same employee approached me and told me I had to pay for the bagimplying that I might steal iteven though it was only 99 cents. This was humiliating and one of the worst customer service experiences Ive ever had at ************************* a loyal customer, I expect the same level of courtesy and professionalism across all locations. This experience has left me so disappointed that I am considering shifting my craft shopping to ****** instead of Michaels in the future.I hope you will take this feedback seriously and ensure that customer service training and consistency are reinforced at your ***************** location.

  Business Response

  Date: 09/22/2025

  Thank you for reaching out to us.
  Weve created an internal case (********) to track and resolve your concern. If youd like to provide any additional information, please feel free to contact us at **************.
  Our team will reach out to you within 2448 hours.

• Initial Complaint

  Date:09/15/2025

  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 keeps emailing that I've earned a reward or have been gifted a coupon. However, when I go to the coupon it has a different expiration date than what is stated in the email. For example, last week, I was awarded a 15% off ********** products, expiring 9/19/25. However, the coupon link, in the email takes me to one expiring 9/15/25. I can't get to a Michaels in time to use this earlier expiration date. Today, I was awarded a 40% of reg good, expiring 9/25/25. But again, their link takes you to a coupon that expires on 9/19/25 - an earlier date than what their emails states.This seems to be happening on a weekly basis the past month or so. Not sure if they are trying to force sales sooner by the wrong dates or trying to avoid having coupon redemptions? Complaints to their ************* team are either unanswered or the response doesn't address the issue. It is just frustrating. I have the emails, if you need documentation

  Business Response

  Date: 09/16/2025

  We thank the customer for reaching out. We have created an internal case 08807289 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: 09/16/2025

  Since Michaels chose not to answer the emails that I had sent to them previously, I am reserving making a decision on this either way.  I will advise BBB when & if I hear from them and what my decision is. 

  Btw, their asking for the information again, just reinforced that they chose to ignore me these past two weeks 

  Customer Answer

  Date: 09/18/2025

  I am rejecting this response because:   

  1) Michaels never contacted me, rather they sent an email of how they were handling my complaint.

  2) They did correct the first part of my complaint about the 40% coupon erroneous date on their website 

  3) However, they chose not to do that for the second coupon (15% off reg & sale) even though both coupons were basically in the same time frame.

  4) Instead, they sent me a 15% off reg & sale coupon that is only good online thru 2026. This is of NO value to me since I am not an online shopper which they would have found out had they checked their accounts or had they reached out to me as they said they would 

  5) The original 15% coupon fraudulent expiration date would have allowed me to use it today, after I got out of the  hospital.  I would have been able to combine it with the same they were running to get an even bigger discount and purchase more.

  6) Plus, in their original response to BBB, they suggested that I should contact them. Why should I have done that? I had already sent them two emails that they ignored which is why I reached out to the BBB 

  7) So I reject their offer of an online coupon that I will NEVER use.  At the BARE MINIMUM I would expect a comparable coupon for in-store use with the same next year expiration date.

  8) But given that they misrepresented how they would handle it to the BBB and by their actions that  are now drawing this out  further, I am totally not satisfied with their efforts 

  Business Response

  Date: 09/18/2025

  We thank the customer for reaching out. We have located case 08807289 which we will continue to 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: 09/18/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/15/2025

  Type:Delivery 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: Formal Complaint - Service Issues & Damaged Property, ********************************* - Service Order #********** To Whom It May Concern,This complaint is about an extremely disappointing and frustrating experience with the custom framing service at your ******, ***** location, under service order #**********, in my name.The item in question is a priceless family photo celebrating my master's degree graduation. The high-quality print, professionally made in ******, was delivered to you in perfect condition. I chose Michaels, paying a high price for a quality frame meant to last for generations. What I received was a series of errors and an attempt to deceive me.The failures began with a delivery delay. The frame, which should have been ready on September 13th, was only available on the 14th. When I went to pick it up, I was forced to wait for an additional 30 minutes, only to receive the framed photo with styrofoam still stuck inside the glass, a clear sign of careless work.Upon arriving home, I discovered my photo had been torn during the framing process and was crudely glued to hide the damage.When I returned to the store, the framing manager was absent. The store manager contacted her via text message, and I, who was standing beside her, read the reply on her phone. The message read in all caps: "DO NOT give a refund. It was already damaged."I confronted the store manager, who honestly confirmed that Michaels' policy is to contact a customer if a photo is damaged before framing. Since I was never contacted, this proves my photo was delivered in perfect condition. I also have a handwritten document from the store manager herself as proof.Michaels not only damaged my irreplaceable item but also failed to act with honesty and integrity.I am not seeking a refund. I ask that Michaels prints a new photo and correctly reframes it at no additional cost. I expect a fair and swift resolution.Sincerely,****** ********

  Business Response

  Date: 09/15/2025

  We thank the customer for reaching out. We have created an internal case 08806036 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:09/12/2025

  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 opened an account with **********************, I received a card with interest rate of $35.99%.. I closed the account. I had made a purchase at the store so I received a bill, I tried. Calling to make the payment at no avail I tried paying online to ***********, I couldnt , I went to the store, they dont take payments. I mailed a check which through the mail it was late today I received a bill for $71.05! The payment cleared my account, however, due to the mail they received the payment late, i also found out that its not Comenty, its ************ They will not adjust the late fee which to me if poor customer service!! They say I now owe$32.99! This is unacceptable! I no longer have the credit card

  Business Response

  Date: 09/15/2025

  We thank the customer for reaching out. We have created an internal case 08800095 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:09/11/2025

  Type:Delivery 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.

  ON Sept 1 I ordered 2 paper trimmers from ************************** website. They were having a 40% off sale on certain products, these two products were part of that sale. My order number is *************. I ordered Fiskars Cardmaking Bypass Paper trimmer item # ******** and Fiskars Sure Cut Deluxe Paper trimmer Item # ********. They sent the wrong items and I contacted them thru email. I am hearing impaired so I do not do any business over the phone. ***** with Michaels answered my email and promptly said she would send the correct items... I recieved the items 3 days later, and it was the same wront products. SO I emailed again and ***** told me no I receieved the correct items and the case is closed. I sent them pictures of the items I recieved and send them the web page of the items I ordered and the email sent to me showing the exact items I ordered. I received another email from ****** at Micheals. She wanted the numbers on the boxes that I received, and I sent them to her. Today I have not heard anything from them and when I tried to go to Micheals web site I am banned. I am unable to send you pictures of what I ordered and what I got. I just want to have the proper items that I sent and they have stopped all communications with me. I have been able to load the picturs of what I got and only one of the one of what I ordered. Because I can not get on the webpage.

  Business Response

  Date: 09/12/2025

  We thank the customer for reaching out. We have created an internal case 08773379 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: 09/12/2025

  I have reviewed the business response and accept this resolution. I am not sure why they did not give me this information the first 4 times they contacted me.  It is NOT the same product and they still have the one I ordered on the website.. to me, that is false advertisement.  But, I will keep what they have sent to me and accept what they have said.  All they would have had to do was tell me that they are updating the product... The one I recieved is not even the same price as the one I ordered.   Im done with Michaels    Thank you BBB I appreciate your help.