Michaels Stores
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Didn’t issue refund after return until I called
I purchased an item online that is sold and shipped by Michael’s. Their return policy says you can return items sold and shipped by Michael’s in store. When I tried to do this I was told that they didn’t sell that in store so they couldn’t accept it. I tried another location and they insisted it was a third party seller and that I would have to send it back to them. I showed them it says sold and shipped by Michael’s. They asked if I had a receipt and I said no, it’s an online purchase. They asked if the email had a barcode and I said no. They asked if I paid with a debit card and I said no, I used PayPal. They said they couldn’t do anything. I tried having them look up a barcode on the original package and it didn’t work. They stopped helping me and just said it’s a third party seller and they can’t take it. Per the return policy they are supposed to look up online purchases by the confirmation number or with your ID. You are supposed to be able to do an in store return and if you paid with PayPal receive a cash refund no higher than $500. Since they wouldn’t help me I called Michael’s customer care line. The person on the phone again tried to argue with me that it was from a third party seller. I gave them the item number from the website because it’s still for sale and after they looked it up they said I was right and I could return it to Michael’s. I asked about returning it in store and they said they emailed me a return label and I could drop it off at a Michael’s location for them to ship it. I said that’s not what I’m referring to and they stated that is how you do an online return. I gave up and printed the label and took it to a UPS store. They said it would take 15-20 days to process my return. Per the tracking information they accepted the package on 12/27/2024. I didn’t receive an email confirming the acceptance of the package or that my refund was being processed. I called today, 1/17/2025, to check the status of my return. I sat on hold for 30 minutes before talking to a representative. They checked my return information and confirmed my return was received on 12/27, but that no one had processed my refund. They processed my refund to go through my PayPal account and said it should take 3-5 business days. If I hadn’t called, I never would have gotten my money back. Not only do they not train their sales associates on their own return policy; you also have to ensure your refund is processed otherwise they’ll just keep your money.