Michaels Stores
Reviews and Complaints

I made an online order for pickup. I have been waiting two days and have heard nothing. All it says on the website when I put in my order number is that it has been received. Normally a store pickup is same or next day.I tried chatting with customer service, they stopped responding. I finally got through to someone on the phone who continued to interpret me and she finally let me know that my order was cancelled, she didn't know why, and there is no system in place to make customers aware of a canceled order. So I would have NEVER known what happened. The representative would not transfer me to a manager/supervisor to speak to someone about this. The charges are still pending on my credit card. Never going to shop here again.

While shopping for paint for a project, a customer approached my adult child who is transgendered and started screaming things at them calling them a predator and pedophile. She then went to get store employees. My kid was minding their own business, never interacted with anyone and was just shopping. Store employees kept referring to them as Sir (they was wearing a long skirt and identifies as she or they) The employees also told them that if "he" was wearing men's clothing then "he" wouldn't have this happened and "he" needs to leave the store. They were forced to leave the store. While this was going on, they were being harrased and video taped and followed out the store.

You say you are inclusive and diversity especially with LGBTQ+. However you have employees who discriminate against transgendered individuals. Kick them out of the store for just being there and shopping. They never interacted with the crazy lady and was very respectful to the employees. Being descriminated and being called sir, telling them bascially it's their fault it is happening and being kicked out for wearing female clothing (that was respectful, skirt down to their ankles, nothing form fitting or anything). Instead of telling the woman who is screaming and causing a scene, video tapping, using slurrs against LGBTQ, to calm down or leave. My kid was humiliated, embarrased and didn't feel safe. The attack and the employees behaviors were something we expect from Hobby Lobby. We trusted your brand saying you support LGBTQ+ instead you showed us that your employees descriminate instead. I will let the Pride groups know in our area the treatment we recieved from your store. Train your employees and do better. We have done so much business in your stores but being felt like we were in a witch hunt and treated so bad, we will no longer. My kid doesn't feel safe in your store. I don't feel welcome or safe either.

This is the 4th or 5th time I’ve had items missing in my same day delivery order without any explanation or means of finding out online. There is no comment on the invoice or information sent via email or text to confirm the items weren’t available and a refund is being made.

In addition to missing items, in this current order the store replaced an 18 piece package of one item with two smaller packages with 10 pieces in each. I have no idea what I paid for the replacements and no idea if I was refunded for the one I ordered. I should have been offered the option to have them replace the item or refund the cost.

The delivery service they use is Roadie, which does not provide a means of communicating with the driver.

When calling the Tallahassee Michael’s, the phone system disconnects the call when you select the option to reach a person.

When looking online, it shows my order with the missing items still listed as being included in the order.

The Michael’s web site does not provide an email address for customer service.

The chat bot refers me back to my order page.

I came across this complaint board when searching for a customer service email address for Michael’s. I’m a problem solver - not a complainer. So, it really says something that I’m going on record with this.

I can’t be the only person having this issue?

I have never filed a customer service complaint in my life. I was just at your Michaels store in St. John New Brunswick and went to the framing department with an $80 floor frame to get a piece mounted inside it from your framing department. The store manager came to help me and give me a quote on having it mounted in a store frame. When she gave me the total for the mounting it was extremely expensive almost $50 and in the past it was about 19 I said that I would just put it in the frame myself but I would definitely take the frame she said then you can go to the front of the store and have it rung in with a cashier at the front , I said can we bring it in back here that’s how I’ve always bought them in the past she said no I had to go to the front and I said you were going to ring it in if I had gotten you to do the mounting, so what is the difference ? She said you can go to the front and pay for it there or not get it I asked if I could speak to the manager and she said I am the manager good luck. This was the rudest person I have ever seen in that store. I think it was unacceptable that she would respond to a customer like that. I worked at Michael’s in the framing department for two years and we would never have treated a customer like that unacceptable.

This is from the Metairie, LA location on July 12 about 6:00. Two women ran in, grabbed items and ran out. A man followed them and got their pictures and license and offered it to the manager. The manager not only didn't want it, the police weren't called (they will respond in minutes). If Michaels isn't even going to make an effort to find thieves, would you mind telling the rest of us why we should pay for our purchases? Our sheriff's department could have easily tracked them because there are traffic cameras throughout the area, along with license trackers on the patrol cars, and they never give criminals a pass.

Approx time of incident: 3H24pm

Location of store: Moncton, New Brunswick in Canada

I called wanting to ask about a certain products availability before driving there. A woman picked up said Michaels please hold, and put me on hold. I should have been asked and she should have waited for my reply. Basic rule of customer service. Busy or not, it takes no time to do that.

I held for 8 minutes. That is a long time to hold in a retail front of house situation. At least come back to let me know you haven't forgotten me. Another basic rule of customer service.

The kicker for me though, was how when she finally took me off hold (it took so long that I forgot I was on hold and jumped when she "How can I help you"), and then I said, Wow, I've been on hold for 8 minutes!", her reply to this was a pursed lip "How may I help you?". A simple, I know! We are so busy, I am so sorry about that, how may I help?".

I used to work at that store. I was a member of the original team that set it up, and I never would have responded the way this woman did. It was just such a flippant attitude, complete turn off.

When I place an online order the advertisement says that you can pick up in two hours or less if ordered by 5pm. I place my orders based on that time-frame since I work down the street and want to pick up my orders on my break. I've ordered twice now from the Hadley MA store and they never have my order done on time. The first time I waited in the store for 30 minutes while they said they would put it together "right away" for me. Apparently grabbing like 6 items from the shelves takes longer than 30 minutes. I could have gathered the items up faster if I had done it myself.

This time I placed my order at 1:30pm hoping by 3:30pm-4pm it would be ready for pick up. I called the store just before 4pm and after being put on hold multiple times I was told by the woman who answered the phone that it was not in the bin so maybe give it another half hour.

First of all, if all she was going to do was check the bucket to see if my order was done it shouldn't have taken me holding for that long.

Secondly, if a customer is waiting on an order that is already late, you'd think that your employees would recognize to arrange to have the order filler put that order together next.

She told me that the order filler just started filling orders and to give them "maybe a half hour more". Maybe a half hour - am i supposed to go there and hope it's done?

Also, how do you just start putting together orders at the time they are suppposed to be fullfilled by? Doesn't seem like that procedural practice is working for you. OR just change the two hour gaurentee window. Don't advertise that I can pick it up in 2 hours or less and I wouldn't be upset.

I ordered three resin molds for pick up. I used my rewards to pay for them. I went on the 6 th day to pick them up 45 minutes away to find them returned to shelf. They would not re issue them. But they said I could repay out of pocket for them. The store manager he was very unkind. I had not only left empty handed but with gas prices as high as they are it was a wasted trip. I have lost my rewards as well. Please make this right. My email [protected]@gmail.com I have just started my business and now I am feeling like I can’t trust shopping with Michael’s in the future. Thank you for your time. Pamela Collins it was the Syracuse ny store

On Tuesday, May 24, 2022 at 6:30pm ET; I brought back a defective hardened Wilton Fondant, 5.5lb for exchange with the respective store's receipt, with a purchase date on 5/6/2022.

Only the cardboard external box was opened and the two pieces inside the external package were still factory sealed.

Complaining about Gina for these two reasons:

1. she refused to perform an even exchange, and she claimed that the contents are good; obviously, she never worked with fondant, we always do, and Michaels is our only supplier.

2. when I asked for the store manager, she claimed that she were; I left the store and called in, she picked up the phone and when I asked for the store manager, she said the store manager is not there today, and asked if she assist, at that time, I found out that she was lying and she's not the store manager.

In Dec. 2021 I was gifted a Cricut Air for Christmas. I had wanted a die cutter with a press button cutter, instead of the old crank cutter I was currently using.

When we attempted to return the Cricut, we were given a gift card for the return. I put it away for later use.

In April 2022 I decided to use the gift card for the Cricut return (of $182.31) and called to check the exact amount I had to spend on the gift card. I was told the card was worth 12.06! So, I immediately called the Michaels store #1673, in Modesto, CA to inform them that I was not properly reimbursed for my return.

Essentially from that point on it's been days of sitting on hold, being redirected to someone else, collecting and presenting proper paperwork to prove my complaint, and all I have gotten in return is more run around. I have attempted numerous times to take my complaint to Michael's corporate office, but they don't answer their phones, or at least never did when I attempted to reach them.

I was cheated out of most all of my money for that return, and I am owed $170.25! I have all my paperwork PROVING this! At the last contact I had with the Michael's Modesto, CA store manager, he (Yuan) promised me a call back with more information on my complaint case, and as usual, I never received a call back. Today, I sat on hold with Michael's corporate office and the call never got answered. I called back and this time was told their was no one available to talk to me and they would call me back. So far, no call back has happened. Seems like they just plan to cheat me out of my return money.

They have my Cricut Air machine AND my money both! They aren't playing fair. I intend to tell my story to all, write reviews about my experience wherever I can, and let others know of how I was cheated, so that they don't have a similar negative experience at Michael's Crafts store.

I truly can't believe how Michael's stores are getting away with this dishonesty! The Cricut Air was returned in MINT condition (never removed from packaging) and within the allowed return time frame.

I was in the New Port Richey Store #5116

I had a funeral that day and was not thinking clearly.

Felicia was checking my purchases and She is the most patient, caring, and understanding cashier I have encountered in a long time. It is refreshing to know that there are truly good and understanding people in our society, which we all know has and still is the most horrible society in the history of our country. Felicia deserves a raise.

Sincerely,

Cynthia Vinci

4/10/22 15:17

I went in to the Michaels store to purchase yarn,which I did. When I got to the cash Melanie was the cashier.She was talking to another associate of the store.I her to go ahead and finish her conversation that I could wait. She stated no.She began the transaction on the register and then had to void it as she apparently had made a mistake. She again started to do the transaction and again voided it. I had stated to her that I had coupons from the stitch n win skeins of bernat yarn which she said were not applicable because they didnt take them at Michaels. I showed her on the coupon that they were valid ONLY at Michaels and then she said Well they are American. I stated no that they were ONLY valid in Canada.She began to raise her voice at me and asked me if I would like to proceed. I said yes I would.I also said that maybe Ishould come back another day as there was quite a lineup. She said no that doesnt matter. I said ok. She started again to do the transaction and then asked another associate how to do it and said that is not how she does it. I tried to explain to her that I had the stitch n win coupons and a $5 coupon from Michaels and also my regular 30% off one item coupon on my phone. She became extremely aggitated and spoke to me in a raised condescending voice. She kept asking me if I wished to proceed and how I would like to proceed if I did.

I wasnt quite sure what she meant. Yes I would like to proceed in purchasing the products. My friend was with me and had gone out to our car. She ultimately cam back in as it was taking so long and she asked if I was ok because she heard Melanie raising her voice at me. It was humiliating and uncalled for and I have never been treated that way in a store before. She told me that she wasnt going to accept all my coupons. The lineup was of course intrigued by the exchange as were the other associates that were working there.

If needed I can supply you with the name and phone number of my witness as they said they would be happy to give Michaels theirversion of what took place.

In my opinion no one should be treated that way and especially when you are in the retail business,customers should not be humiliated nor spoken to in a raised voice.

I am not sure that I will frequent Michaels for my knitting needs as there are other stores that supply the goods that I use.

Public relations is a very big part of the success of a business.

If Melanie was having a difficult day then maybe she should have stayed home but at the very least do not take it out on the customers.

michaels nyc store 1191 receipt barcode [protected]-[protected]-2132 item [protected] 3/831/22 1247pm find price error in store posting item $4 store your email to me web 3.99 i am not asking back that penny but the total sold of this item add up to ? overcharged on unknown customer who bought this item. i m not going back to store to ask for the penny refund. fyi to the store.

Hi, I was in your Micheals store #3906 in Nanaimo BC this morning of March 17th 2022 @ 11:00 am

I was there to buy a Photo & Craft Keeper by Simply Tidy™ @$24.99. I had with me a 30% off coupn and I'm over 55 that i was intitled to the seniors discount. I got to the cashier and was told that the Photo & Craft Keeper by Simply Tidy™ was excluded from the 30% discount and so was my seniors discount. No where in the coupon or seniors dicount or your policy, does it mention that storage container are excluded from discounts .

The exclusions only state : Products excluded from coupon use: Everyday Value program, clearance; doorbusters and buy & get items; custom framing; beverages & candy; books & magazines; gift cards; OttLite; sewing machines; craft technology and accessories; Cricut, Silhouette; Christmas trees. Exclusions subject to change.No where in your policy does it mention storage boxes are excluded from coupons . I have been buying from this store for many years and never had a issue till now. The Photo & Craft Keeper by Simply Tidy™ was not on sale or discounted down in price, or on clearance, $24.99 is the normal price. Please help to out with this issue ..

Thanks

On March 8th 2022 I came to one of your Central Valley stores with the intention of buying supplies for my business. Instead I decided to walk out. To my surprise I began hearing a swear word playing within the lyrics of the music the store was playing. The first time, it simply agitated me, but as lyrics often repeat, so did the offensive words. Finally I had enough and put what I intended to purchase down. I made my complaint with the manager of the store before leaving. The manager did indeed confirm that Corporate chooses the music played in the store. Since when is it acceptable to play music containing swear words within the store? Many people bring their children to the store. It should be safe to enter a store without exposing children to it. This particular song not only swore but also profaned the name of God. Please respect the rights and values of families who come to your store.