Michaels Stores, Inc

We have never had an issue with Michaels until recently. We have been been using Michaels for our wedding supplies and there was one embellishment we were needing 12 of. Both stores in Colorado Springs off of Academy and the other off of Powers would send us to either store in search of these for four weeks. The comments we would get were “they are on a palette come back tomorrow” or “they are being shipped. Try the other store.” Our wedding is a month away and I finally tried to order them online and they are in store purchases only. I went through customer service to get these ordered and they were suppose to be sent to the store on powers and I gave it a week to be there and finally I called them, waited on hold for 30 minutes and spoke to four different people to be told no one had our information and they sold the stock that was suppose to be on hold for us. I am very disappointed and frustrated. I will not be going back here.

I placed an online order for store pickup at 10:14am. By two I had still not received an email notifying me when the order would be ready for pickup. I used Michaels online chat to check on the order status and was told their system was being updated so that had delayed my order. My big problem with this is that Michaels pushes so hard the fact that you can order online and pick up in the store. Why push something you can't deliver on? Here it is at 6:00pm and I have still heard nothing about my order. But it has hit my checking account! I could have gone to the store and bought the item and been finished with the entire transaction in under an hour. What a waste of my time this has been.

I had 2 orders online. Most everything came in single bags not packaged well. I had to call on the oven shaped cupcake boxes as I received them smashed, torn and dirty!! Why would you put these flimsy boxes in a plastic bag to ship? What a waste! Then the next day I get my piping bags...same deal, in a plastic bag and the box is smashed and torn! I didn't call on the piping bags as I still have a container from the last order I can use, but worth the mention as this is not the way you should receive it! Now, customer service: they are awesome! They listened to me and requested my replacement cupcake holders to be fedexed and not sent in a bag! IN MY OPINION MICHAELS....YOU NEED TO DO IT RIGHT THE FIRST TIME, AS IT WILL ALWAYS COME BACK TO BITE YOU! Take more care in what you are doing. We don't have to shop through you, there are other places to go!!!! Take note.

Online store said item was available, then 2 hours later got an email saying the item is on back order. Rams and questioned this as the website still showed it as available. Was told, “Sorry it’s not in stock.” I explained that it was still showing as available as I was speaking to the customer service supervisor and he response was, “Well that’s not my problem.” Not once did he try to help to rectify the problem that I needed the items (was ordering 10 of the item ) and said to go to the nearest store and pick them up instead. Nearest store was 3.5 hours drive away one way. He was rude, unhelpful and just downright arrogant. Michaels has now lost all my business and Hobby Lobby Will now be getting it instead. Disgusting of Michaels to treat loyal customers this way.

Michaels says order before 5PM EST and it will be a available in store that same day. Well, I placed my order at 3:30 and the store says they don’t have an order with that number and customer service says it’s processing. It’s the correct store and in stock, we’ve checked twice on all those things! No help from the store or customer service and the chat would only tell me it’s processing.

I place an order with Michaels that was supposed to be split between the balance on a gift card, with the remaining balance of the order paid for with my credit card. The order went though just fine, showing the order had been paid with the gift card and the credit card. Just looked at my credit card statement. They never applied the gift card balance. After 4 phone calls, I was told I would receive partial credit on my credit card for the remaining gift card balance. Said it would take 3-5 days. Never happened. Additionally, their online orders take forever to fulfill. Will never use Michales online again.

I have ordered 3 times in 1 year from Michaels. The first time I ordered 12 items. 3 were shipped to me. I got no call or email to say the other items were no longer available. The manager I spoke with was not helpful and slightly rude, I ordered a second time. The entire order was canceled. I ordered right before the holidays bulk items which is what the site was advertising. This was for a baby shower again. They sent the spray paint but not the Mason jars. When I called customer service the agent was rude and told me they could not cancel the order. He sent me to another manager who told me he could not guarantee my order would be canceled although it was their fault it could not be fulfilled. At this point I will never order online again and will be sure to every person I know DON'T DO IT. They should consider removing online services at this point.

Tried for several hours to place an order to ship to store. Couldn't get to the part to add my payment to checkout. It just wouldn't go passed the 2nd step. Tried to go through PayPal instead but got an error message that I couldn't ship to that address which was the store address since I wanted to ship to store. Finally after about 2 hours I can get to add my payment info but now the prices have increased! They are still listed on the website as on sale but in my cart they are regular price which is more than doubled. I removed and added again. Still changes price in cart. It's not fair to list one price on the web page and then change it when I add to my cart. It's late so no customer service is available to help or answer questions. I thought online ordering was supposed to be quick and easy but this has been a headache.

I placed an order online to be picked up in the store. Unfortunately, I accidentally selected the wrong store. I called the store to cancel the order and place it to the correct store. They said they couldn't do that & advised me to called the 800 # which I did. The customer service rep said if I didn't have an order number they couldn't look up the order. I had not received an email with an order # so I did not have it. I asked if he could look it up under my name, I was placed on hold for about 10 seconds then he comes back to tell me he had spoken to the manager and according to them I needed to wait until the next day to call and see if I receive an email with an order #.

Still don’t get my order yet! I ordered online since 19 Nov last month. I think the item might deliver from outside America! If you want to order from this site, you have to plan to order almost a month. Customer service is the key of the business, right?

I ordered 3 items from Michaels, a Cricut machine and 2 accessories, believing they were a reputable store. My order was then split into two separate shipments. The processing time for part of the order, one of the accessories, was quick, and it was shipped next day. The other two items took several days of processing, and then shipped. Those two items shipped from Ohio, a state away, and the shipment was quick to arrive, and a huge box was at my door. The only problem was, the box was extremely light, and it was clear immediately, there was no Cricut machine in the box. Checking the tracking number proved that the machine was never in the both: The UPS label said the shipment was only 1.2 pounds, far far too light if the machine was included.

Michaels charged me twice for the same object. I know they were busy today but there is no excuse for scanning the same object twice. I thought the bill was a little high and then I realized why. Unfortunately I did not notice until I got home.

Ordered online for delivery to home. After 9 days, part of my order was still processing. Multiple calls to customer service did absolutely nothing. No resolution, no compensation for the issue, nothing. I got sent an email to review the product before it was even shipped out to me. So I left a review stating the fact it’s still in pending limbo and that if someone wanted it, it’s better to buy in store than online. They denied my review, even though there was nothing that actually violated the terms, just that it warned other customers. Horrible practices. Tried making a complaint to corporate as well, still nothing. The entire experience not only guarantees I won’t buy from them online again, but I’m not going to any of their stores either. If they mess up, they absolutely should fix it and offer compensation, not just brush it off and deny reviews of their services so other people can’t see.

Michaels did, what we thought, was a great job framing a WWII war bonds poster for us. However, today, admittedly years later, my husband and I went to take the poster out of the frame only to discover that Michaels had glued down the poster to the backing. Not just the corners either, the entire poster had been adhered to the poster board. I am absolutely disgusted and incensed. The glue was done without our knowledge and has effectively ruined a piece of history.

I want to start off by saying that I am an AVID Michaels supporter. I love the store and their products and shop there frequently. However, my recent interaction with the customer support and online store has been extremely disappointing. I purchased an item online at Michaels to ensure an efficient delivery to my home since I am currently pregnant and not able to get to the store to pick up the large item on my own. I was told the order would need 3-5 business days to process. It is now about 8 business days later and 12 calendar days and the purchase is still processing.

I am highly dissatisfied with the service Michaels has delivered. I made a purchase and I received only half of my order. The half I have not received is the Cricut Explore air 2. I received the accessories. To start... I made the order. I made a call a few days later to check on the status. I was told by the customer service department that my order has shipped. The next day I called customer service because I never received an email with the tracking information. The lady on the phone told me my order has not shipped.

I ordered this product on 11/7 from Michaels.com. The website stated that Cricut Maker was in stock. In an effort to get the item more quickly, I chose a Michaels store as the delivery and pick up location. Michaels.com was offering a “one day only sale” of a $50 discount that would only be honored if purchased online. It turns out that one day sale has been going on for 11 days or more and is expected to continue through Black Friday. It’s been 10 days since I ordered this in stock item. It has not arrived at the store. The Cricut finally shipped 3 days ago, but will not arrive at the store until the 19th at best (nearly 2 weeks after buying the Cricut online). Nearly 4 DAYS BEFORE the Cricut did ship, I asked Michaels.com to cancel my order. They said they could not cancel the order because it was “processing.” They told me the only way I could return this item was to go into the store once they receive it and request a refund.

50% off coupon offered after 5 days of order that took 20 days. I went into Michaels to get a picture framed for my wife. Everything went well. The people were very pleasant and helpful. My problem is that 5 days after I ordered it and paid $275.00 it went on sale for 50% off plus an additional 25% off. I feel like I was robbed. They even sent me e-mails which taunted me to no end. I paid the $275.00 and will never step foot in that door again. You can't get repeat customers this way!

On October 5 I ordered a custom frame of a diploma for a handicapped individual. Had to order a special mat for it. Was assured that all would come in and would be completed by the 13th. I even bought a non-custom frame just to make sure the process would be sped up. I informed the associate that I needed it by the 15th for a special party for this handicap individual to give them their diploma. When I arrived at two in the afternoon on the 15th, not only could they not find it at first but no work had been done on the project at all. It took two associates 30 minutes of looking and hunting came to that conclusion. I came to that same conclusion in the first five minutes seeing the diploma to be sitting on the same shelf I had saw the associate originally put it on.

I was shopping last night 30 min before close... and the young ** women who was the store clerk walked up to me. (I assume she could tell I was frustrated in my decision, on what I was wanting to do on a purchase... she greeted me calmly with a smile.) Complimented my friend whom’s cologne was quite nice... and then began to inquire of to what item I was seeking or the issue I was contemplating over. I began to share over the dilemma on rather I wanted the bigger Diamond Dotz horse tapestry (in which I really liked or, a smaller one which was cheaper but wasn’t much a selection in which I cared for...) I was almost about to leave... she inquired if I was a rewards member?

I ordered some jewelry supplies from Michaels online. They arrived in a timely manner (ship to store), although when I went to the store to pick them up, the employee asked me if it was “Ship to Store” or “Special Order.” Not sure why, but she had to look in 3 different areas to find the box. I decided to return some of the items as I did not need them. I didn’t read the fine print (my fault), so I tried to return them to the store. Not possible. I had to send them back to the warehouse.

I paid Michaels $380+ to frame a large watercolor. The image was "floated", attached in the frame so the edges of the paper are visible. Today I'll return it to Michaels for the third time for repair because it keeps coming loose in the frame. The image was floated for 20 years in its old frame without a problem. My advice: Find a professional frame shop to do your framing.

Many times now, I've placed several items in my cart. When I step away, I get logged out so, when I go back to my order and put something in the cart, it's the only thing in there because I've been logged off and the remainder of my items are no longer there. I've complained about this several times, they do NOTHING! I have to RESHOP most of the time. This is extremely bad customer service. The responses I get are, "I'm sorry. We don't know why this happens." Well, I'M SORRY. I should stay logged in until I LOG MYSELF OUT. I spend way too much time shopping online at Michaels and needless to say, it is very frustrating. I've asked to get contact information for senior IT management... Nothing in the response.

Buying in store: checkers never know SALE prices. Always a hassle. Online order was so messed up. The restocked merchandise before I got there. You are supposed to have 5 days for in-store pickup. They pulled the plug at 3 & ½. No email. They say you can “chat” but there’s never anyone available. Imagine driving all the way to store & no stuff. No apology. Nothing. Clerks even noticed the restock notice wasn’t for 5 days.

We came in near closing time looking for a wedding guest book after being turned away from store after store and not having the option of ordering it online, not only did the personnel help us with a smile and show us what they had but helped us with other things we needed even after the store was closed. We didn't take long but they didn't make us felt rushed and gave us space and help if needed. Will definitely start at this store first and WILL recommend. What an amazing experience. They helped take the stress out of our day. Thank you!

I took a piece of my own artwork in to Michaels to be framed. First, I was surprised at the price which I thought a little high for what I was getting, but with a two week turnaround, I didn't have a lot of choice. We live on one of the SG Islands so it's not like we can drop around to the store whenever. The girl behind the counter didn't seem to know a lot but we went with it and paid up front, something I don't like to do in a case like this. I showed up two weeks later to pick up the picture. The girl behind the counter seemed surprised that I wanted to see it first but she unpacked it from its wrapping. Right away I could see that the second layer of matte was narrower on one side than on the other. I pointed it out to her. "Oh, yeah, I see it," she said." I just looked at her. So she said, "I guess I should have looked at it before I framed it." You freaking think so???

Appalling! Michaels framed a large photo years ago but the photo fell off inside so I asked about cost to fix it. Response: about $10. When I took it in, another woman said "prices have gone up." Final cost: $26. When I picked up the piece, someone pressed too hard and the sticky substance on the strip to hold the photo in place came off onto the inside of the glass (very noticeable) and nobody saw it? So I was told it would have to opened up to clean the inside glass. I went to pick it up and someone removed and discarded the special glare proof glass (paid extra for it) and replaced it with cheap clear plastic. The woman called "the manager" who said the spot would not come off so it was replaced. "Why not glare proof?" "We don't stock that."

Employees are lazy and rude, must be something in the air in Clarksville Tennessee? I never get approached or spoken to. I was looking at something in an aisle and had a cart, they always have things set up in the middle of their aisles. I could sense someone behind me but kept shopping. I didn’t know what they were doing and didn’t really care, after IDK maybe 2-3 minutes a loud huff and this woman EMPLOYEE with a cart went around the bin to get by me. Okay, so this is something she could have done all along right OR done the polite all American thing and said EXCUSE ME like I ALWAYS do, are you kidding me. She’s so lucky I was in a decent mood that day!

CONSUMER BEWARE especially online shopping. Went online to purchase a gift card and transaction is now processing double! That means no access to the second charge until payment post to account. Customer service had no power to correct transaction, in fact they were too busy telling me there was nothing they can do! And blamed my bank! WOW... The bank only holds what the merchant has requested until the process has been balanced! IT IS THE MERCHANT THAT TRANSACT THE REQUEST.

I purchased yarn at Michaels Craft Store in Ellisville, Missouri. The yarn was tied together more than at the halfway point. I didn’t discover the tied yarn until I was almost done with a hat I was making with the yarn. I have heard about stores selling used items in their stores but I was still shocked. The clerk made me wait for the manager because the clerk told me she didn’t think I could return the yarn. I felt like I was in the wrong. What? I did get my money back and the store employees had nothing to say. The way the yarn was repackaged made it hard to detect it was used. I guess beware. I just wish something could be done about it.