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Initial Complaint
01/30/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am a bonus rewards member, and received a $5.00 bonus reward. After I made a purchase with my voucher, I had to return the item. I attempted to exchange it for something else, but the cashier told me the voucher is void after being used. She said I should receive a new one, as their system will recognize the return and automatically reissue a new voucher. She said if I don't receive it, then it is an IT problem and to contact the 800 customer service #. I attempted to call them twice on 1/28/2025. I held on for 30 minutes to speak with someone, but finally hung up because no one ever picked up. So, I sent an email to customer service, and received a response from a *** named ****. In his/her 1st email he/she indicated I should have received a replacement voucher, and was looking into it. He/she then asked me to email a copy of purchase and return receipts. I did so. After back and forth with emails, he/she ultimately told me that since I don't use a Michaels account, a new voucher would not be issued. This is unfair and an unethical business practice. I asked to be contacted by someone in management, but no one reached out to me. Thank you.
Business response
01/30/2025
We thank the customer for reaching out. We have created an internal case 08263236 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 response
01/31/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
01/24/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Transaction date: 1/1/2025 Michaels Store #**** located at ************************************* Transaction amount: $21.51 Michaels doesnt stand behind the quality of their product, Make Market Heat Transfer Vinyl, because their policy is to not provide a refund if a product is used at all. The product is clearly defective, in that it doesnt transfer properly to a fabric in an even and consistent manner. We followed the directions in their entirety, twice, and damaged a blank sweatshirt because of the inconsistent transfer. Further, we spent hours trying to get this to work, to no avail. We purchased 5 of these heat transfer kits, several of which were not returnable at all because they were on clearance. We can understand that part of the policy, provided the products work properly, and do what they should. They clearly do not, so we are expecting a full refund of our purchase of these products, which would demonstrate that Michaels stands behind their own products, and desires to have customers satisfied with their purchases.
Business response
01/27/2025
We thank the customer for reaching out. We have created an internal case 08253838 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 response
02/02/2025
I have reviewed the business response and accept this resolution, which was to provide us with a $25 gift card for our inconvenience. It would have been better if they had a more apparent place on their website to address consumer complaints so we wouldnt have to resort to notifying BBB to help us resolve this problem. We do appreciate the BBB!
Initial Complaint
01/17/2025
Complaint Type:
Service or Repair Issues
Status:
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.
I continue to receive emails from the company after unsubscribing NUMEROUS times. I get the response my request is successful and it will take a few weeks to be removed. This has gone on for over a year! No one answers the phone when I call to ask someone in person to remove me.
Business response
01/20/2025
We thank the customer for reaching out. We have created an internal case 08224084 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
01/16/2025
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
THEY WILL NOT UNSUBSCRIBE ME FROM THEIR ********* matter what I do, I get emails from these guys. I've complained. I've removed myself from their mailing list. I've spoken to managers who have assured me I will not get another email from them. Yet their emails still keep clogging my inbox.I do not want their emails. I have done everything in my power to stop getting them, yet they persist. It's gotta stop.
Business response
01/16/2025
We thank the customer for reaching out. We have created an internal case 08219045 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 response
01/16/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
01/14/2025
Complaint Type:
Customer Service Issues
Status:
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.
My 84 year old mom went to purchase 1 item at Michael's on **********************************************************************************************************. today, 1-14-25 at around 3:30 pm. She waited several minutes for a cashier and the person in front of her had a bag of returns which took about 20 minutes. Meanwhile the manager refused to open a register and told my elderly mom, who had been standing for some time with back pain, that she should use the automatic register. She told the manager she wasn't familiar nor comfortable using the automatic register. The woman said it was easy and rambled through it and walked away. My mom continued to wait for the customer in front of her to make all. her returns, while the manager was on her phone. At this point, my mother was in too much pain to wait any longer and left the item on the counter and walked out. The manager ran after her into the parking lot accusing her of stealing the item! My mom said she left the item on the counter ! How absolutely appalling! This "manager" refused to open a register, refused to help my elderly mom and then falsely accused her of stealing! Sadly she used to love shopping here and so did I but we will no longer visit this store!
Business response
01/16/2025
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
01/14/2025
Complaint Type:
Customer Service Issues
Status:
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.
Complaint against: ***** ***** Michaelss store: **************************, ***************************************************************** Date and Time: Saturday January ******* 7:15pm I needed to return items that I ordered on **************************. The companys return policy states that items purchased online can be returned to a Michaels store. I took the items to the Michaels store I visit frequently, Michaels in the **************************. Manager on duty was ***** *****. When I told ***** I needed to return some items he refused. I read the Michaels return policy to ********* response was I dont care, I wont return them, What do you expect me to do with them, the store doesnt carry them, Im not going to take this c*** back. I read the policy to him again & he then told me to go to another Michaels store to return the items. I informed him that Michaels is not a franchise, therefore any Michaels should return the items. Once again, he said I dont care, Im not taking them back. When I told him the return policy also states someone at Michaels will help, he replied I am helping, I told you to go to another store to return them, When I asked him to write down his name, his response was Im not going to write it down if you want it you write it down. ***** was extremely rude and condescending. I had just attended Church that evening, therefore my response to him was God would not want him to treat people this way. He then accused me of judging him which I assured him I wasnt. Then he said you dont know God only ***** does I replied to him that God and ***** are the same being. He then asked me what religion I was and I responded Christian and then he said ya right. He had taken all the items out of their boxes so I mentioned to him that he didnt even put the items back in their boxes. He then told me Its your stuff, you put it back in the boxes. I placed all of the items back in their boxes and I looked at ***** and told him may God bless you and I left the store.
Business response
01/16/2025
We thank the customer for reaching out. We have created an internal case 08211753 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
01/11/2025
Complaint Type:
Delivery Issues
Status:
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.
Order place 1/3 No tracking Order status has been "being prepared" for 6 days Emailed customer care 5 times NO RESPONSE *********** A he said to call back in 2 days to see if changed WTH!Ship my order Please If I don't get an answer by 1/14 I will order elsewhere and stop payment on my credit card Experience had been horrible Extremely long wait for chat and customer service on phone call See case ******** in which I was told to again call back in 2 or 3 businessdays.Answer please
Customer response
01/14/2025
Because no one at Michaels could get my order to process status to ship it and no one knew what the problem was and because was told no guarantee if reordering would get me the products I was forced to order SAME EXACT ITEM from Amazon. Guess who the seller is? IT WAS MICHAELS! I had to pay $34 more for just the item! Free shipping same so no difference there.
And here's the ISSUE
AMAZON SHIPPED MY ORDER WITH YOUR COMPANY MICHAELS AS THE SELLER THE VERY NEXT DAY! WHAT THE HECK MICHAELS!
MICHAELS OWES ME A CREDIT FOR MY ORIGINAL ORDER AND THE $34 UPCHARGE FORCED TO PAY AMAZON FOR THE SAME ITEM WITH YOUR COMPANY AS THE SELLER
HORRIBLE SERVICE!
ABSOLUTELY AWFUL!
Business response
01/16/2025
We thank the customer for reaching out. We have created an internal case 08196005 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 response
01/20/2025
I am rejecting this response because: The business stated they would contact me within 24 to 48 hours however it has been 72 hours and I have not been contacted.
I would like to know when I'm going to be contacted and how this issue is going to be resolved.
We now have another problem as my order was canceled and refunded but has since shipped so what am I supposed to do with this now when it arrives? I have already ordered from another company and paid more money because Michaels could not process an order in a timely and orderly fashion or talk to their customer/me in a reasonable amount of time or know what to do when there is a problem.
Need resolution ASAP!!!
Customer response
01/20/2025
See attached chats from michaels
Customer response
01/20/2025
See order and refund
Why was order shipped
Business response
01/22/2025
We thank the customer for reaching out. We have created an internal case 08207629 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
01/11/2025
Complaint Type:
Billing Issues
Status:
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.
I placed ONE online order for store pick up on 1/4 but I missed the deadline for pick up. 3 days after the pickup deadline I noticed that I was charged for the order I didnt pick up, so I tried to check the status of the order from my text link but it didnt help, it said its either picked up or cancelled with no further information. And not only that, my credit card was charged for 2 different purchases on the same day with two different $$ amounts, one was pending and the other one was posted while I attempted to make only one online purchase. Im trying to contact Michaels customer service for explanation but there is no live person on live chat or phone call. I called 3 times and was on hold by automated machine, each time holding for at least ***** min then I hung up. There was no wait time information or any message in between that would make you think that someone would be with you shortly. It played the nonstop soft boring music that you would not want to hold. One charge was $21.43 posted on 1/4 and the other charge was $23.56 pending from 1/4.
Business response
01/16/2025
We thank the customer for reaching out. We have created an internal case 08207624 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
01/10/2025
Complaint Type:
Product Issues
Status:
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.
I returned an order on December 30th and michaels received the return on January 6th. I have not received a refund as of today January 10th. I have called customer service numerous times and waited on the phone for a total of 1 hour and 40 minutes with no answer I have emailed the customer service email and have not received a reply. I am so beside myself that no one is answering me or getting back to me plus I've never waited this long for a return on an item a company has received back. I just want communication and my return. I will never purchase anything from Michaels again. It's sad it's come to this.
Business response
01/16/2025
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
01/07/2025
Complaint Type:
Product Issues
Status:
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.
I am writing to formally request a refund in the amount of $38.91 for a Gramercy Rolling Cart by Simply Tidy. On January 7, 2024, I visited the Michaels store located at *********************************, to process this return. I provided the clerk, *********, with my receipt and all necessary documentation to facilitate the refund back to my Michaels credit card. Despite my repeated requests, my refund was processed onto a store return card instead of my original payment method.The store manager, *****, acknowledged that a mistake was made but indicated there was nothing he could do to rectify the situation after the refund had already been issued onto the store card. I found the handling of this matter to be quite concerning, especially given the amount of the refund. Furthermore, I was disappointed by the manager's demeanor during this interaction, which appeared dismissive and ***************** this point, I am seeking a resolution to receive the full amount of $38.91 refunded back to my Michaels credit card as intended. I do not wish to make any further purchases at the ******** location, as my experience has left me dissatisfied with the level of service provided. I will also not be using the store return card. Thank you for your attention to this matter. I look forward to your prompt response and resolution.
Business response
01/08/2025
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.

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