Michaels Stores, Inc

I ordered products online on 10/5. On 10/12 they still had not shipped. They didn't fail to take my money though. I tried to call customer service only to get the runaround and no real action. He at one point stated he was going to cancel my order. I said, "No you are not! You need to call your shipping company and find out why my package isn't shipping." They never bothered to contact their shipping company, nor made any attempts at any real help. Wew. We are today on the 13th and still no package. You cannot log a complaint without calling the people who didn't help you. Horrible company. Do not shop with this company.

Just thought everyone would like to know that the employees do not keep their word. I was promised a refund by Tonya in June and she still has not refunded my money. I have called and emailed her numerous times and she refuses to call me back or email me. This is not good customer service!!

I recently picked up a poster I had framed at Michael's (Bissonnet St.Houston). While the framing and matting was excellent, I was extremely annoyed to find the wire hanger was not installed sufficiently. The picture sunk and the wire popped off completely as I tried to hang it on the wall for the first time. I guess I am glad that it didn't fall off the wall and break. I was lucky I was still holding it.

Last summer I spent thousands of dollars at Michael’s to prepare for what I’d hoped would be a lucrative outdoor craft fair season. Mind you, I was spending $300 and $400 per purchase multiple times. I asked the cashier(s) if there was a rewards program and was told no. I asked if there was a discount for seniors, I was told no. So be it. Well, lo and behold I find out a year later (after about $3000 in purchases) that, yes there is a senior discount and yes there are rewards. Smh. In fact, I had accumulated a $20 reward. So, I go shopping online, ensure that I get my senior discount and made sure to spend over $50 so that shipping would be free and applied my $20 reward. To my disbelief- it actually cancelled out the shipping discount! Are you kidding me?! So my $20 reward turned into a $12 reward. Way to go Michael’s. You’re a real class act. NOT.

To make it sweet and short DO NOT ORDER ONLINE. Michaels fail comply after placing my order online. They took my money and never kept track with PUROLATOR and my package went missing. Not once has Michael approach me to offer an apology or refund my money nor offer credit. This is a horrible experience. When reaching out to Michaels' customer service agents open a claim and from there you are on your own. If I had not kept track of my purchase my funds would be lost. Shame on Michaels. This company is not ready to offer great customer service online. In the store is great service at online. If I were you I would not put my money.

As a satisfied customer of this store (in person) for over 20 years, I shopped online (due to COVID). Michaels cancelled an item ordered/confirmed, the customer outreached to their online service (chat) within 24 hrs. requesting either replacement or cancellation of order in entirety w refund. This interaction included a dropped call/chat from their support (as evidenced by no interruption of internet) without pause in efforts lasted 1.5hrs without any resolution. The next action steps were directed to the customer to follow up. Rarely do I leave negative feedback, however feel it is important to assist everyone in improved service during these challenging times. The agent's friendliness and manner was stellar. It appears the standard operating procedures need adjusting for online business.

I work with a nonprofit agency located in Asheville, NC that assists children in Foster Care and those battling mental and behavioral health issues. In my role, I seek support from business in a number of ways, many are not in a position during these times to support agencies, which we all understand. However, Jay (the representative in the Public Relations office for Michaels, located in I believe Dallas Texas) was extremely rude. From the moment this individual answered the phone it was very clear in his tone that he didn't want to have a conversation with me.

I placed an order for over $300 and the money was immediately taken from my bank account. Soon after my order was canceled but they still had my money. It has been several days now, I still don't have a refund, and have spent several hours on the phone and in chats with their "customer service" no one will tell me why it was cancelled only that it will take 3-7 business days to have my money back.

I'd give 0 or 1/2 star if either were an option. Ordered one Lego set online for in-store pick up because it was several dollars cheaper than Amazon. The Michaels' website indicates any in-store pickup order placed before 3 pm will be available for same day pick up. My order was placed at 4:15, so I assumed it would be ready the next day. I received notification that my order was received, but no email or text indicating it was ready for pick up. Two days later, I try and check status. It's listed as "Pending." I try to find out status via both chat and phone customer service (if you'll pardon the expression). No one seemed to know what was up with my order.

I have never had a problem with returns besides this store. I will never shop here again. I ordered something and tried to cancel, Michael's said they were going to refund me but never did. They won't respond to my emails. I'm over it, they lost a customer.