Contact Michaels Customer Service

Kafka and Michaels: Two months ago we paid for a couple gorgeous framing jobs at Riverhead Michaels. Over the years we have been very satisfied customers entrusting our counted cross stitch pieces with them and have charged thousands of dollars to our credit card without problem.

This time we were encouraged to take out the Michaels own store credit card to save lots of money! So we did. Well next thing I know I get notice that my credit rating took a hit. Beverley told me the payment probably was late a couple days.

Our solution was to immediately call the credit card company and pay off the balance and close the account. The agent told me at the conclusion of the call, The account is closed and the balance is zero. Now I get notice of another cut in my credit score and Bev opens up a letter stating that there is an outstanding balance of $2.62 on our Closed Account! We call and first get disconnected after 10 minutes presenting our case.

A second call gets us to a Supervisor who tells us that the account was closed and that the $2.62 was added interest. She would not write it off and furthermore stated she could not credit/adjust the balance because the account had been closed. I gave in and said, I will pay off the $2.62 now with debit card. She assured me that there would not be another balance due next month.

BUT THEN she told me I needed to pay her $4.62, not just the $2.62, because there was now an additional charge of $2.00 to CLOSE the account! I told her this was absurd as the account was already closed. She insisted that she was just following their guidelines! Having had credit cards for about half a century, I have never encountered this five and dime rip off $2.00 fee to close a closed account.

I refused to pay it and have complained to Michaels Customer Service. Michaels store credit card is not at all customer friendly with their absurd unethical hidden fees.

I placed an order on Nov. 25 and it was to be here Nov.

27-29. I haven't received it yet (Dec 10). I reached out on live chat about a week ago. I was told it that I had a choice of a refund or a reshipment.

I've already been charged for this order back when I placed it on Nov. 25. The order is made up of seasonal items so I expected to receive them in the timeline I was given. I'm extremely bothered that my question to Xy (the live chat rep) regarding why this order was never shipped was ignored.

I then was in the middle of typing a response to if there was anything else I could helped with when Xy abruptly ended the chat! This is completely unacceptable customer service. I then waited a few days to see if I would get a reshipment but nothing showed on Michaels site under my orders so I did another Live Chat. This agent was helpful in that he said he would need to do another reship but the system wouldn't allow him and he needed to escalate so approval could be given.

He said that I'd get an email when the reship was released. I'm still waiting for that email to come. I did a 3rd Live Chat with an agent yesterday and spoke to a "3rd tier". She was to again take care of a reshipment and send me an email about it.

To my pleasant surprise, I DID receive an email! But then overnight, I got 3 emails about items on the order being cancelled. Nothing was said about the order not being shipped complete eitherin the Live Chats or the email I had received. Again, Michaels had taken my money for the entire order back in November.

So today I called the Michaels 800 number for customer service-the only number I could find. I immediately asked for a tier 3 manager (or higher)to speak with. I was on hold for 27 minutes before someone came on the line. I was given no additional information than what I already knew so I pressed him about the cancelled items that were already paid for.

Jacobey told me at first that I was being refunded for the entire amount of the order. I asked then if the entire order was cancelled and he got confused and put me on hold for another 5 minutes. He then came back with a refund of $18 but I had to ask what was being cancelled for sure! I then had to ask Jacobey his name and title.

Turns out he was NOT a manager. When I asked to speak to a manager, he intended to pass me off to another agent. I questioned him about wanting a manager and he told me that he could send me to a supervisor but they would tell me the same thing. I then asked what had happened to my original order I had placed online.

Jacobey said it was lost or never filled. I asked him if then it was true that it was Michaels fault. He said "I don't know who was at fault". Just to make sure I had it straight, I repeated back to him the scenerio we had-I placed an order online, got a confirmation and tracking number, money was taken from my account for the entire order, and I have now been told repeatedly that it will be shipping but Michaels isn't responsible?

Jacoby stated he couldn't say whose fault it was. I told him I have never seen such a sorry excuse for customer service. I then asked again to speak to a manager which he agreed to but said that it'd be another agent. My speculation is that there is a circle of a few customer service reps and they just play musical chairs with excalation of issues.

Jacobey did very graciously say he would email the shipling dept. but he expected they would know nothing. I asked how I would know what they said and he told me that he would email me. I'm still waiting for that email.

NO ONE has offered much of anything for retribution for the literally hours I have spent I'm trying to get this order. Needless to say, I will not be shopping Michael's again and instead will be sending all of my business to JoAnns or Hobby Lobby. I'm just hoping I will see some product from this Michaels order and refund for things they aren't sending by Christmas 2024! I refuse to shop at a business that doesn't view my business as important and continually lies to me.

I also cannot believe what poor customer service was exhibited by each person that I spoke with.

I am sad to be leaving and have things turn out this way but their attitude shows me they could care less about customers. I'm writing this review to all current customers as a buyer beware!!

The service rep was fine, however i was not allowed to cancel my order because it hadnt even shipped yet. I ordered it on November 28.

I received an email on Nov. 29th stating that it shipped. When i talked with customer service yesterday they said the order hasnt shipped yet. I wanted to cancel because i didnt even know if my order was going to ship or not.

They said to wait till December 6, and if it hasnt arrived yet, to call them back if i want my order cancelled. I tried looking up the order number on the general help Michaels page but it stated order not found after i put my order number in. I havent received any information about my order after November 29th.i will wait till December 6th, but will cancel then i guess if my order hasnt arrived.

I will probably not order through Michaels again online due to lack of keeping me informed on my order. Order number-
Order 210011****731001

Until my concerns are addressed, I feel negligent to offer any recommendations to this store or Michael's in general.