About Michaels
The Michaels Companies, Inc. is North America’s largest arts and crafts specialty retailer, serving millions of creative individuals, artists, hobbyists, and DIY enthusiasts across the United States and Canada. Founded in 1973 in Irving, Texas by Michael Dupey, Michaels has grown from a single store into a retail powerhouse operating over 1,300 stores across 49 U.S. states and Canada. The company is headquartered in Irving, Texas, and operates under the ownership of Apollo Global Management following a leveraged buyout in 2021. In addition to its retail stores, Michaels also owns Artistree, a manufacturer of custom and specialty framing merchandise, and runs a growing e-commerce platform projected to generate over $1 billion in online sales in 2025. The company is currently led by Chief Executive Officer David Boone, who joined Michaels in February 2025, and President and Chief Operating Officer Nicholas Bertram, who joined in April 2025.
Quick Information
Industry
Arts, Crafts & Specialty Retail
Founded
1973, Irving, Texas
Number of Employees
Approximately 23,500 employees across stores and corporate locations
Corporate Office Hours
Monday to Friday, 8:00 AM – 5:00 PM Central Time. Closed on weekends and major U.S. federal holidays.
custhelp@michaels.com
Website
www.michaels.com
Contact Page
www.michaels.com/customer-service
Careers Page
careers.michaels.com
Products & Services
Michaels is a one-stop destination for all things creative, offering one of the broadest selections of arts, crafts, and framing products in North America. Their full range of products and services includes:
- Art Supplies — paints, canvases, brushes, drawing pads, colored pencils, pastels, and sketch books for all skill levels
- Craft Supplies — paper crafting, scrapbooking, card making, rubber stamping, and fabric crafts
- Yarn & Knitting — a wide selection of yarn, knitting needles, crochet hooks, and weaving supplies
- Floral & Décor — artificial flowers, wreaths, seasonal decorations, and home décor items
- Frames & Custom Framing — ready-made frames and full custom framing services through Artistree
- Sewing & Needlework — sewing machines, fabric, embroidery kits, cross-stitch supplies, and notions
- Kids’ Crafts — age-appropriate craft kits, activity sets, and school supply products
- Seasonal & Holiday — a rotating collection of seasonal decorations and holiday-themed craft supplies
- Baking & Cake Decorating — cake molds, fondant tools, edible decorations, and baking accessories
- Storage & Organization — craft storage bins, boxes, drawer systems, and studio organizers
- Classes & Events — in-store and online crafting classes for adults, teens, and children
- Michaels Rewards Program — a free loyalty program offering exclusive discounts, member-only coupons, and bonus offers
- Online Shopping & Delivery — full product catalog available at michaels.com with shipping and same-day delivery options
Corporate Phone Numbers
Customer Service Number
1-800-642-4235 — toll-free main customer service line for all order inquiries, product questions, return and exchange assistance, and general store feedback. Available Monday through Friday, 9:00 AM to 6:00 PM Central Time.
Corporate Office Number
1-972-409-1300 — main Michaels corporate headquarters line for business, media, and escalated matters requiring corporate-level attention. Available Monday through Friday during regular business hours.
Corporate Fax Number
1-972-409-1556 — for sending formal documents, written complaints, or business correspondence to the corporate team.
How to Reach a Real Person at Michaels
The fastest way to speak with a live Michaels representative is to call 1-800-642-4235. When the automated system answers, listen to the menu options and press the number that best matches your inquiry, or press 0 to be routed directly to a live customer service agent. Customer service is available Monday through Friday, 9:00 AM to 6:00 PM CT. For the shortest wait times, call early on weekday mornings before 10:00 AM CT, as wait times tend to increase significantly during midday and after-school hours.
You can also reach Michaels customer service by emailing custhelp@michaels.com and can expect a response within 1 to 2 business days. If your issue is related to an online order, logging into your michaels.com account and using the Order Help section is often the quickest path to a resolution for shipping, delivery, and return requests, as the team handling digital orders can access your purchase details instantly.
Michaels Headquarters & Corporate Office Address
Michaels operates its corporate headquarters in Irving, Texas, a city in the Dallas-Fort Worth metroplex known as a major hub for Fortune 500 companies. The company relocated to its current headquarters building in 2021, moving into a 123,740-square-foot office at 3939 West John Carpenter Freeway in Irving, downsizing from its former home at 8000 Bent Branch Drive. The headquarters houses Michaels’ executive leadership, merchandising, marketing, finance, technology, and store operations teams.
The Michaels Companies, Inc. — Corporate Headquarters
3939 W John Carpenter Freeway
Irving, Texas 75063
United States
In addition to its Irving headquarters, Michaels operates multiple distribution centers across the United States to support its 1,300+ retail locations. If you are sending formal written correspondence, legal documents, or business proposals to Michaels’ corporate team, use the headquarters address above and include your full name, return contact details, and a clear subject line. Written responses typically take 7 to 14 business days.
How to File a Complaint Against Michaels
Step 1 — Speak With the Store Manager
Start by raising your complaint at the Michaels store where the issue occurred. Ask to speak with the store manager directly and explain your concern clearly. Bring your receipt, order confirmation, or any other supporting evidence. Most common issues such as return disputes, pricing errors, damaged products, or staff conduct can be resolved at the store level without further escalation.
Step 2 — Call Customer Service
If the store cannot resolve your issue, call Michaels customer service at 1-800-642-4235. Have your store location, date of visit, order or receipt number, and a description of your complaint ready before calling. Ask the representative to formally log your complaint and request a case reference number. Customer service is available Monday through Friday, 9:00 AM to 6:00 PM CT.
Step 3 — Email the Customer Service Team
For complaints requiring a written record, email custhelp@michaels.com with your full name, order number or receipt, store location, a detailed description of the issue, and any photos or supporting documents. Email responses are typically received within 1 to 2 business days
Step 4 — Submit an Online Complaint
Visit michaels.com and navigate to the Customer Service section to submit a formal complaint through the online contact form. Fill in all required fields, describe your experience in detail, and save your submission confirmation number for your records.
Step 5 — Contact the Corporate Office Directly
If your complaint remains unresolved after contacting customer service, write a formal complaint letter or call the corporate office directly at 1-972-409-1300 or mail to The Michaels Companies, Inc., 3939 W John Carpenter Freeway, Irving, Texas 75063. Clearly document all previous contacts, attach copies of your evidence, and state the specific outcome you are requesting.
Step 6 — File a BBB Complaint
File a public complaint with the Better Business Bureau at www.bbb.org. Michaels is registered with the BBB and a public complaint filing typically prompts a faster corporate response. The BBB mediates between you and Michaels and expects a business response within 14 days of the complaint being filed.
