Michaels refused my return because I didn’t buy the $2.50 warranty – but it doesn’t match their online policy

A RECENT customer experience at Michaels Stores has raised significant questions about the retailer's return policy, particularly concerning warranty requirements for damaged items.

The situation began when a customer, Keiko, purchased an IRIS plastic storage container for $11.99 — marked down from its retail price of $24.99 — only to discover it was cracked upon returning home.

Keiko attempted to exchange the item at a different Michaels location less than 24 hours after purchase.

However, she was met with resistance from an employee who told her that because she didn't buy a $2.49 warranty, she couldn't exchange the container, she said in a thread of tweets on X.

This led Keiko to investigate Michaels' return policy, which she noted did not mention any warranty requirement on the company’s website.

In her quest for clarity, Keiko called the store where she originally bought the container.

An employee there seemed unaware of any warranty stipulation and assured her that if she brought the item back, “they will let me return or exchange it.”

Confusion mounted as Keiko contacted Michaels' corporate office, where another employee expressed bewilderment over the conflicting information regarding the return policy.

"The corporate employee was super confused and didn’t seem to understand what happened," Keiko said in her tweets.

"Also had no idea what the store employee was talking about.”

After further communications, Keiko spoke with the store manager at the location that initially refused her exchange.

RISING ACTION

He confirmed that while the policy regarding warranty items stated they typically do not accept returns for broken items, he would allow her to exchange the cracked container, even without a receipt.

“He didn’t even want to see my receipt—just gave me the container I had brought to the register earlier,” she noted.

Despite the eventual resolution, Keiko expressed frustration over the inconsistent messaging from employees and the lack of clarity in Michaels’ return policy.

She pointed out that after searching the website, she found no information that aligned with what she was told regarding warranties on items over $15.

“I looked around the website & tried to find anything matching what I was told by the employee & what the manager seemed to be implying… I can’t find anything in your return policy that matches,” she tweeted in a response to Michaels’ customer service.

MICHAELS RETURN POLICY

Here is the Michaels return policy in a nutshell:

Michaels Stores has established a clear return policy for customers who may not be satisfied with their purchases.

Customers can return items bought from Michaels.com within 60 days of purchase, with the exception of online-only costumes and accessory kits, which must be returned at least seven days prior to the holiday.

For a successful return, items must be new, unused, and in their original packaging.

Returns can be made at any Michaels store or initiated through the customer's online account. For assistance, customers can contact Customer Care at 1-800-MICHAELS (1-800-642-4235).

Michaels has streamlined the return process for online purchases. Customers can log into their Michaels.com account, navigate to their Order History, and follow a series of simple steps to submit a return request.

This process includes selecting items for return, providing a reason and condition for each item, and potentially uploading notes or photos.

Once submitted, customers will receive details regarding the return and refund timeline.

For customers wishing to return items without a receipt, Michaels requires a valid photo ID, such as a driver’s license or passport.

The company will attempt to locate the receipt using the customer’s Michaels Rewards number. If a receipt is found, the return will be processed as if the customer had it.

However, if the receipt cannot be located, the ID will be recorded, and refunds will be issued at the item’s lowest price sold within the previous 90 days, typically in the form of a Store Return Card.

Refunds will include the appropriate tax amount, and original shipping fees may be deducted unless the return results from an error on Michaels’ part.

Refunds will be issued in the same form as the original payment, with specific exceptions for debit card transactions and gift card purchases.

Michaels does not offer exchanges. Instead, customers are instructed to return the item and then place a new order for the desired item.

Michaels acknowledged her situation on the platform, tweeting, “We see you were able to get a hold [sic] of someone to confirm the return policy that is listed on the website - which is correct.

"The location should be able to return/exchange it for you… granted you have the proper receipt and everything for it, of course.”

However, Keiko later replied to Michaels’ customer service, seeking further clarification about the warranty requirements and return policy for items priced over $15.

She asked, “Can you please clarify if it's correct that any item over $15 for which you did not purchase a warranty will not be accepted for return or exchange within the 60-day period noted in your return policy, or was I given false information?”

As of now, there has been no further response from Michaels.

Keiko isn't the only customer who has experienced return and exchange issues at a retailer.

A Walmart shopper has reported that they were unable to return an item purchased in-store, even though they had their receipt available.

And a Costco shopper is questioning why he was denied a standard cash refund for an item he purchased less than a month ago.