ComplaintsforMichaels Stores, Inc.
Craft Supplies
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Complaint Details
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Initial Complaint
06/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I visited a Michael's store in ********** on 6/25. I attempted to return items with a receipt. The cashier was able to rerurn some, but told me i could only receive a giftcard which makes no sense! Several of the items would not pull up in the cashiers system so she called the manager. The manager told the cashier she was busy and never came to help. This is horrible customer service! I made a complaint online the next day and I was told the store would reach out. I never heard from anyone and I still wasn't able to return my items!Business response
07/05/2024
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
06/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Unfortunately I no longer have copies I can find but I may be able to get something from my bank or debit card information of the actual purchase. I am 93 and not that familiar with capturing past text/information and pinning it to this document. At no time did I request the yarn sent to me. It is thin and shiny and not suitable for my needs.I make hats for cancer patients and the yarn that was shipped is not the weight I ever use. I should not be charged for a product I did not order in the first place. I worked for Michaels for thirteen years and this is not the company I am accustomed to.Customer response
06/25/2024
06/25/24
Thank you for the update. Please keep me informed.
Sincerely,
*****************************
Business response
06/26/2024
We thank the customer for reaching out. We have created an internal case 05221186 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
06/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On June 10, 2024, I ordered 9 frames to be delivered the following day per the checkout page. Instead, they were delivered 2 hours later to an unoccupied house. Because they were delivered a day early and out in the open where everyone could see the items, I assume they were stolen. As I stated in the email on the morning of June 11, 2024, I would like a redelivery or a refund. No one has responded to be although I was told I would get a response in ***** hours. I have attached the documentation.Business response
06/18/2024
We reached out to the customer via email and assisted with having the customer refunded for the items that were not received.Customer response
06/18/2024
I am rejecting this response because: I'm waiting on a response to reorder the items with the same offer as before.Business response
06/18/2024
We thank the customer for reaching out. We have created an internal case 07560291 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
06/10/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On 5/24/24 Michaels texted me a coupon offering 25% off all regular priced purchases. Later that same day I went to the Michael's located at *******************************, ******************************************. I filled my cart with about $220 worth of items, went to the checkout, presented my coupon, was told the coupon was valid only online. I asked to speak to the manager. Spoke with store manager, ****, who confirmed the coupon was only valid online. I pointed out that nowhere on the coupon does it explicitly say "valid for online purchases only." It does say "copy and paste this code at Michael's.com." But it does NOT say the coupon is ONLY good for online purchases. On Sun. 5/26/24 I filed a complaint via email with Michael's corporate. I asked Michael's corporate via that same email chain if the coupon was intended to be used online only or if the store had made a mistake. They refused to answer the question and eventually referred me back to the original store where I had attempted to use the coupon earlier that week. On 5/27/24 (Memorial Day) the store manager, *******, called me. After some phone tag, we finally spoke on 6/4/24. ******* confirmed that Michael's corporate said the coupon was ONLY to be used online despite the fact that it does not explicitly state it is for online use only. ******* agreed that this needed to be remedied and that the wording of the coupon was confusing. I feel Michael's is using a bait & switch tactic to get customers in the **********************, promising 25% off, but then claiming the coupon is only valid online even though there is NO mention of this anywhere in the fine print.Business response
06/13/2024
We thank the customer for reaching out. We have created an internal case 07559923 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
06/20/2024
I am rejecting this response because: The business stated they'd contact me within ***** hours but I've not heard anything.This is totally unacceptable. They are sending out coupons that lead customers to their ********************** but not honoring the discount they advertised. I am wondering if I need to contact the ************************ as this is clearly a bait and switch operation and it's possible that tens of thousands of people are being misled.Business response
06/20/2024
We thank the customer for reaching out. We have created an internal case 07581235 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
06/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I applied for a Michaels credit. I was late paying off the balance and was charged $***** later fee and $3.00 interest charge. I called and asked to have the fees removed. The person said they would remove the late fee of &***** only. Then I canceled the card. I called to pay the bill and it says I still owe the whole amount of $67.29, the $***** late fee was not deducted. This was on May 25, 2024. I called today June 9, 2024 and the $***** fee was not taken off. The person who I could barely understand said it wasnt removed and could be since I close the account.What remedy do I have in this matter? I called customer service and got dropped from the call.Business response
06/12/2024
We thank the customer for reaching out. We have created an internal case 07557250 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
06/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We ordered a custom frame online (order number ********) and had cropped the image correctly to match the frame size. The order preview showed(and still shows) the image positioned correctly . However , when the order was delivered we noticed that the image had been cropped incorrectly . Took it to the local Michaels store to see if it could be corrected. While they did accept that it was an error, they were unable to access the online order and directed us back to customer service . We subsequently filed case number ******** but havent heard back from anyone . Chat does not work and the phone number is practically useless. We need the image corrected quickly (this was supposed to be a gift and we dont have the time to order another one and go through the ridiculously slow process once again). The local store is willing to help, but will need customer service to at least acknowledge the case and transfer it to the store or answer the phone.Business response
06/12/2024
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
05/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I know I have been trying to return a single HD 6700C sewing machine since Saturday May 25 2024 and the store manager told me she would have to get permission/investigate from her supervisor to return my so called high priced item of $300.00. I originally told her I didn't have the original receipt just a printed picture of the receipt. She told me that they needed the original receipt. By the time I left the store and got to my truck my wife found the original receipt and so I tried one more time but she would not do it. My other problem is that she told me to use the protection plan via email to get my money back, but I still this day I have not received the protection plan via email. I decided to call corporate and try getting my refund that way I told the associates my story and they have not emailed or even called me back since saturday may 25 2024. I am now sitting on my hands with no refund and a sewing machined that doesn't workBusiness response
06/06/2024
Reached out to the Michaels Store in *********** and confirmed the store processed a refund on 6/4/2024. Contacted Customer an confirmed item had indeed been returned. Customer understandably was still upset with the interaction from 5/25/2024 initially. Notating customer's feedback for **********************'s Management. Provided $50 electronic Gift card for the customer's frustration with ********************** Company.Initial Complaint
05/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
May 20, 2024. Self check out at Michaels craft store in ************* for $13.75 failed to process 3 times per terminal being used. Got purchase completed with store employee at different terminal. Used debit card for transaction. Bank account was debited 4 times, $13.75 each time. Contacted Michaels ************* for resolution. ********************** replied via email that they could not find the transaction. Contacted my bank re the transaction errors already.Business response
05/21/2024
We thank the customer for reaching out. We have created an internal case (07512625)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
05/16/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I am a regular and longtime customer of **********************. I recently placed an online order on April 28, 2024. At the time of the order, all of the items had an estimated delivery date of May 3-5, 2024, which I understand is approximate, and worked with my timeline for needing the items. Part of the shipment arrived on March 3, 2024, and I had to contact customer service for a damaged item. The majority of the order had not even shipped at the time, and I was assured that it would. I subsequently contacted customer service on March 8 as I had not received any updates and the remaining items had not even shipped. The issue was supposedly escalated. The items subsequently shipped on May 9 and did not arrive until May 13, nearly two weeks after the order was placed and over a week after the estimated delivery timeframe. This was quite frustrating as I had expected and needed the items on an earlier basis and in fact had to go to store locations repeatedly to purchase some units myself for use, which was not only inconvenient and more costly but defeated the point of ordering online. In any case, customer service was less than understanding of my concerns and the foregoing issues, and I was left with a very negative impression and online ordering experience. I am happy to provide further detail as desired and/or appropriate. Thank you.Business response
05/17/2024
Handling and contacting customers through Salesforce case #********Customer response
05/19/2024
I have reviewed the business response and accept this resolution. The issue has been resolved to my satisfaction.Initial Complaint
05/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I believe Michaels is, intentionally or not, committing consumer fraud. I keep getting a late fee. The most recent: I mailed payment on 4/16/24, but Michaels did not process/cash till 5/9/24. And then they get me with a late fee. This has happened with every payment sent. I always mail my payment the same day I receive the bill. Any internal delays caused by how Michaels processes payments is not the consumers problem or fault, and is, in my view, outright consumer fraud.Business response
05/17/2024
We are sorry to hear about your experience. Michaels credit card is a private label credit card through ************** Michaels does not manage your credit card account and has no visibility to payments, fees, or other account issues. ************* can be contacted at ************ or they can be contacted at comenity.net/michaels
Our ************* team will reach out to the guest today to help guide the conversation with **************
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Customer Complaints Summary
294 total complaints in the last 3 years.
108 complaints closed in the last 12 months.