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Reviewed Nov. 27, 2023
I placed my order prior to 2pm and wasn't informed of the 2pm cut off. Entering my info came 2:02pm and was charged the $7.99 fee, never informed I wasn't going to receive my items same day until I logged in to check the status. Never would've elected that option or paid the fee if I knew beforehand. Extremely dissatisfied. I called to cancel the order and now have to wait 3-5 business days for it to reflect on my account. Nothing takes that long in the digital age we live in. I definitely will not be using their online service again and debating on never returning to one of their stores again.
Reviewed Nov. 26, 2023
The manager at the Butler, PA store refused to accept a return for a Christmas wreath I purchased on-line this past week even though their website indicates that on-line purchases can be returned to the store. The manager went on to say they could not accept this wreath because they do not sell the item in their store but only on-line on the Michael's website. And I said so what? I never heard of such a thing. This is horrible customer service for their on-line customers.
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Reviewed Nov. 22, 2023
Oh why can’t Michaels have United States customer representatives handling their customers? I have been trying for almost 5 days to return products that were incorrectly delivered. Wrong product. Spent close to $600. No one understands English and no one knows how to fix the problem that you have. Trying to get UPS labels for return has been a nightmare not to mention them following through and actually having UPS scheduled to pick up those items without charging you. I have filed a report on the BBB and I suggest everyone else that has a problem do the same.
Each of the items way between 35 and 40 pounds. I cannot as a senior citizen be taking them to the post office myself or going to the actual store and exchanging the product. Just ain’t gonna happen. It would’ve been nice if the person who actually fulfilled the order at the Jacksonville distribution or the Texas distribution center would have done their job correctly. Highly recommend they get fired. I don’t do well with ignorance or stupidity and it just seems like that’s all I have been dealing with for about a week now. Michaels you need to do better! This is ridiculous. Hoping that you realize that cutting corners to try and save money for someone answering your phones hit you in the pocketbook and less people shop at your store! I will never shop there again. Save yourself… Shop at Joann Fabrics or Hobby Lobby.
Reviewed Nov. 18, 2023
This took place after my first purchase with a Michaels credit card. They claimed on Nov 18th they had not received my payment. My response. "I paid my account in full through Wells Fargo on November 6th (please see attached). Your customer service told me I need to wait 15 days for checks to arrive. That is in two days. My option at that time was to dispute fees with customer service & the store. I do not have time or interest in disputing fees when the credit card company's actions are wrong. Your customer service rep told me she's not responsible for the mail. Well, I'm not responsible for a credit card's attempt to charge customers illegal late fees & interest. Your payment process is unacceptable! Close my account immediately!'"
Reviewed Nov. 13, 2023
I attempted to return a picture frame to Michael's that was defective. Their Return policy states they do refund your money back on "defective returns". This is a "Lie". The store manager flat out refused to take the item back, she stated the item was not damaged on take out. I was told all the other items didn't appear damaged. Once I carried the item out it I should have inspected it. They can keep the $54.30, I could have spent much more money on another item. Lesson learned. I longer shop at their store. A customer should be able to return any defective or damaged product.
Reviewed Nov. 5, 2023
I was at the Burlington MA store on 11/5/23. Not only do they not have check out personnel they don’t have bags at self check out. The one person in the general area was more than rude. She walked away from a person standing on line after assisting another person. She claimed that only 4 people were available to work that day. Okay I guess you should close that store if you can’t staff it and the only people you can get to work are rude.
Reviewed Nov. 5, 2023
Then went to checkout and was told that if I did not purchase a $59.95 protection plan I could not bring the Christmas tree back in the event there were parts missing or the tree was defective. I could not believe what I was hearing so I repeated what they told me and it was confirmed that if the brand new boxed tree was defective or had parts missing, I could not return it unless I purchased their protection plan. I was incensed and told them they should just increase the price e if the tree and not insist that a brand new product I purchased needs a protection plan to return if defective as long as I have my sales receipt. I will no longer shop at Michaels so buyer be aware.
Reviewed Oct. 22, 2023
I traveled a distance to shop a Michaels advertised sale. After scanning my items at check out I noticed the sale item I bought did not go through as a sale price. First I was told it was not on sale. After showing the employee the advertised sale sign above the item she said she'd check with her manager. The manager's response was that I was correct - it was on sale but the computer wasn't recognizing the sale. She said I'd have to pay the regular price. She said there was no way to override the computer and that was that. She also said I could come back later and maybe it would be fixed. I think that's just crazy! Not to mention I'm sure there are many people that got the items and believe they purchased something on sale. That used to be a illegal sale tactic. I think many people are being taken advantage of by putting their trust into these computer scanners....They are only as good as the people behind them. I wouldn't trust Michaels at all.
Reviewed Oct. 12, 2023
I ordered (online) 2 pks of 12 ea 18mm glass beads on 10/1/23. These beads were on sale and I ordered the bulk packages. I received the order on 10/5/23. Inside the box was 8 pkgs of chains. I called the Michaels customer service number and was told I could send them UPS or take them to to the nearest Michael's. I took them to the store so I could do a little shopping. I was told they could not accept them. I was very angry and ugly to the sales clerk. For which I am very sorry.
I came home and finally got a return label, I packed everything up and took it to UPS on 10/7/23. It was supposed to arrive on 10/9/23. I have not received anything so I called again today (10/12/23). I was told they should ship them out "soon" and I may receive them Monday (10/16) or Tuesday (10/17). I withheld my temper and suggested that that since it was their error, they should ship overnight. Oh, no! It was not eligible even though they shipped the WRONG thing. I used to love Michaels and have ordered and shipped there for years. Guess what? No more!
Reviewed Oct. 12, 2023
It was the Rock Hill, SC store located at: 546 John Ross Pkwy, Rock Hill, SC 29730. I bought two boxes of overpriced Sour Patch Kids for $3 each and they were the wrong items. They were sealed and I had my receipt. I made a special trip that took me 20 minutes out of the way to get the store. The cashier called the manager after looking so perplexed at me for wanting to return these items. Then she told the manager what I was trying to do and confirmed food cannot be returned. I said that it does not say that anywhere on the return policy POSTED at the register or on my receipt. It only notes clearance items and this was not on clearance. She insisted they would not accept it so I paid for my other item and left. I then messaged with Michael’s and was told these items could be returned! I certainly was not stepping back in that store to argue over $6 and had the chat person elevate it to customer care.
Customer care emailed me the next day and I explained that I have never felt so uncomfortable as I did yesterday in your store and by your cashier. She wasn’t nasty, she was just condescending and that is honestly worst. I was asked to submit my receipt which I did and I also sent a picture of the sealed items I wanted to return. Later that day I get an email from the store manager with no apology just an invitation to stop in the store today and she would return the items. I explained that I live 20 minutes away and that wasn’t going to happen. I never heard back from her.
I emailed customer care and told them I was unsatisfied with the store manager's email and that I still never received an apology. Again I was told I could bring these items back at my convenience. I would rather crawl on my hands and knees to Hobby Lobby than ever step foot in Michael’s again. I have never had a company that was CLEARLY in the wrong not make it easy for the shopper to be satisfied. How about saying, "We can mail you a $6 gift card and we are sorry for this"? TERRIBLE!
Michaels Stores, Inc Company Information
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- Michaels Stores, Inc
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