ComplaintsforJo-Ann Stores, Inc.

• Initial Complaint

  10/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This is Joann Fabrics as an organization. Not this store; my nearest store does not come up, so I chose the next best option, and it wont allow me to choose the organization for some reason. I apologize to the selected store for this complaint. My issue: If you order online, they dont allow you to cancel an order before it is packaged or shipped. If you reach out to customer service, like I did, they give you an auto computer response instead of a real person that can help. Its scammish. They want you to return the order after receiving it to the store. If people want to go to a physical store, the wouldnt order online; some people are recluses that dont leave their homes or are unable to leave for medical conditions. It literally costs them NOTHING to cancel an order before it is packaged and shipped. Its not buyers remorse at all and people are allowed to change their minds; we are human and thats what we do. I think it is nonsense that this big business billion dollar organization is making things hard on thier customers and for all intents screwing them over just so they can keep their money. Suppose a customer just wants to change the paytype? This is shady. Nowhere in this business world are people not allowed to cancel an order BEFORE IT IS PACKAGED AND SHIPPED! This practice provides 0 resolution to the customer...how do you keep customers this way? Yall need a better business model. Maybe then you wont have to file bankruptcy. Guess thats why yall are doing this? I will dispute this payment because of this mob practice to receive a resolution since Joann is 100% making sure that customers cant through them; the organization were doing business with.

  Business response

  10/07/2024

  Dear **,
  
  We apologize for any inconvenience this may have caused. Please note that our systems are automated, and therefore orders cannot be canceled once they are placed. If you no longer want any items, you can return them once you receive them. We now offer a hassle-free return policy, allowing you to return items to your local store or ship them back to us for a refund. For more information, please refer to our frequently asked questions page at *****************************l or our return policy page at ***************************************.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 16, 2024, I purchased fabric so I could get cushions made for my for my 93-year-old mother's banquette. I paid to get these cushions made by a seamstress. About a month ago, I noticed that where her caregiver normally sits, the fabric is fading. I need to be fully reimbursed for the fabric and the cost paid to the seamstress to make the cushions.

  Business response

  10/04/2024

  Dear ******,
  
  We will be more than happy to present this to our Fabric Claim committee to review further. Please feel free to write a letter that includes a brief description of your claim along with your name, address, phone number, and email address. Please also include a legible copy of the fabric receipt / upholstery receipt and a sample or photo(s) of the fabric to demonstrate the claim. You may send this information to:
  
  JOANN Store Support Center
  Attention: Customer Care/Fabric Claims
  **** ****** **** ******* ** *****
  
  If you wish to email us this information, you can can also reply to this email with the same information to customer.service@joann.com. Your claim will be reviewed within 90 days of receipt of the claim in the JOANN Store Support Center. Once a decision has been made, you will be contacted via mail/email of the outcome. Any samples or examples of work will also be returned to you at your request.
  
  Sincerely,
  
  JOANN

  Customer response

  10/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, but only if the company reimburses all the money I spent on the fabric and tailoring.  I have submitted all receipts with the exception of the one for the seamstress.  For that, I have submitted the conversation where she outlined the cost, but she said she will give me another copy of the receipt on Monday.  All photos showing the issue have also been submitted to the company.

• Initial Complaint

  10/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  09/17/24 - Order placed for a ******* SE 2000 Combination Sewing/Embroidery Machine. I elected to finance this through ****** per their suggestion. 09/22/24 - Machine received. 09/23/24 - First used the machine (with many years of experience on other ******* machines) and noted difficulty with the embroidery portion. (Threads were bundling up under the embroidery design). 09/23/24 - Contacted a local ******* dealer and fabric store to get assistance. After trying the embroidery piece again, the thread bundled up under the design and broke needles. The technician in the store looked at the situation and determined that for a new machine, this should not be happening and recommended returning the machine. Machine re-boxed for return. 09/27/24 - Machine taken to a local JoAnn store in ******* *****, **. Because it was financed through ******, they were not sure what to do and consequently provided me with a phone number and email to corporate JoAnn. I sent an email to the email provided (**************************. I immediately received a return email stating, :Hi *****, Thank you for contacting JOANN. As stated in our return policy we unfortunately cannot accept sewing machine returns once the box has been opened. You can review this information *********************************************. Please work directly with the manufacturer if products are damaged upon purchase, or become defective within the warranty period. Sincerely, Sonny JOANN Customer Care In the original email from JoAnn's, they state, "• You can return your items free of charge at any JOANN store. See our RETURN POLICY." The following is a copy of the return policy attached to this first email: OUR RETURN POLICY = HASSLE FREE CREATIVITY I look forward to hearing from you. ***** ****

  Business response

  10/02/2024

  Dear *****,
  
  We regret to learn that the machine you purchased is not functioning properly. Regrettably, in accordance with our return policy outlined at ********************************************************************** we are unable to process returns for opened machines. We suggest contacting the manufacturer for assistance with any repairs or replacements covered by their warranty. Thank you for your understanding.
  Sincerely,
  
  JOANN

  Customer response

  10/02/2024

  On the sales receipt it states, " • You can return your items free of charge at any JOANN store. "  I have contacted ******* and they are unwilling to refund my money spent.  See attachment.

  Business response

  10/03/2024

  Dear *****,
  
  According to *******'s response, they have agreed to either repair or replace the machine within the terms of their warranty. Unfortunately, they are unable to provide a refund as the machine was not purchased directly from them. As outlined in our return policy, we are unable to accept returns for opened machines. We recommend contacting the manufacturer directly for any repair or replacement assistance covered under their warranty.
  
  Sincerely
  
  JOANN

  Customer response

  10/03/2024

   I am rejecting this response because: On the receipt received, it clearly states that all returns should go to JoAnn's - "• You can return your items free of charge at any JOANN store. See our RETURN POLICY."  There was nothing further attached to this receipt further defining their return policy.  I have in the past returned faulty equipment to JoAnn without difficulty.  It appears that I must now take an attorney with me when purchasing anything or simply not shop at a company in Chapter 11.  Their practices make it clear why they are in bankruptcy.

  Because I am running a small business with my sewing, I elected to purchase another ******* machine from a local dealer.  I do not need a replacement from *******.

  I would like to thank you for your assistance, but I don't see that anything was accomplished.

  
  
  

  
  

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used a gift card for two separate purchases when one purchase was completed it did not take additional funds from my bank account. However when the second order was placed it took the whole amount from the gift card AND the whole amount from my bank account. The customer service rep said that is how the online system works but it did not happen with my larger order so I asked for a supervisor. The supervisor tried telling me the same thing basically saying if I get a refund it will be up to my bank. That’s $160 when the total was $80. I want my money back that’s theft. I informed the supervisor if you hold the money from gift card charges then it needs to be posted at the checkout not somewhere else in the system.

  Business response

  10/03/2024

  Dear ******,
  
  We apologize for any inconvenience this situation may have caused. After reviewing order number ***********, we have found that the total amount of $139.34 was charged to your gift card. However, due to cancelled items on the order, the total was adjusted to $72.32. A new gift card in the amount of $67.02 has been issued to your email address for the cancelled items.
  
  Regarding order number ***********, it appears that it was paid for with gift cards totaling $67.02 and $10.66. Similar to the previous order, cancelled items resulted in a new gift card being issued to your email address for $20.87.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  08/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered a sewing machine from *********. I used a PayPal extension to pay for the item which I didn’t realize still had an old out of state address attached to the card. I realized this error right after the order was processed and confirmed within hours. I immediately used the contact form on the website to explain my error. Jo-Ann declared the problem out of their hands as their business has no way to intervene and update the delivery address. They suggested I attempt to update the delivery address with fedex which I let them know was fruitless as I cannot change delivery address on packages I didn’t send. This issue remains unresolved even though I warned them there was no way of me collecting this delivery and returning it for a refund like their original solution.

  Business response

  09/03/2024

  Dear *******,
  
  We apologize for any inconvenience this may have caused. Please note that once an order has been submitted on *********, it cannot be modified or canceled. Address changes cannot be facilitated due to our policies regarding fraud and security. We understand the inconvenience this may cause and suggest reaching out to your local post office for USPS orders or signing up for FedEx Delivery Manager for FedEx orders to set up a forwarding address or hold the package at a local FedEx office. If the order is undeliverable, it will be returned to us for a refund. Thank you for your understanding.
  
  Sincerely,
  
  JOANN

  Customer response

  09/03/2024

   I am rejecting this response because:
  
  I requested an address change immediately after submitting the order. Jo-Ann claims they can't update the address for "security reasons" and it turns out I ALSO can't update the address on a package that I did not ship. The address was delivered to my old address which is in Florida. Someone else likely lives there now. I live in New York. I can't intercept the package they sent. I was not even offered a new item shipped to my corrected address. I find it strange customer service can be fully automated and businesses now have no room accommodate human error. They have my money and I do not have a product. I do not have store credit. This remains unresolved.

  Business response

  09/06/2024

  Dear *******,
  
  We apologize for any inconvenience this may have caused. The shipping and billing address on the order were both for the FL address, and unfortunately, we are unable to modify or cancel orders once they have been submitted due to system restrictions and our policies regarding fraud and security. Typically, we recommend disputing the charges with your card issuer if the order has already been delivered to the address provided. However, as a one-time courtesy, we will process a refund for this order. You should see the refund reflected on your original payment method within 3-5 business days.
  
  Sincerely,
  
  JOANN

  Customer response

  09/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  08/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered the red roses Halloween jacquard fabric online as it is completely out of stock/unavailable within a 50 mile radius of my home. Order arrived poorly packaged in just a flimsy plastic shipping bag which had ripped open in transit, resulting in the fabric becoming completely entrusted with dirt. It basically looks like it had been dragged behind the truck on a dirt road. On top of being unusable, it arrived late so I was unable to complete my client's project in time.

  Business response

  08/26/2024

  Dear *****,
  
  We sincerely apologize for any inconvenience that this has caused. Your refund in the amount of $61.23 has been processed and will reflect on your original payment method within three to five business days.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello so I have a non profit and placed an order online with this company. I have placed two orders and apparently both of the orders have been cancelled due to "failed verification". I have sent emails and left voicemails to the "loss prevention dept" with no response it has been about 5 days. I spoke to two representatives over the phone who did not offer me any help. I recently ended a call with a representative who very blatantly and rudely told me I have to leave a voicemail to a random number in which I have received no response as well as an email. I placed an original order for 10 bottles of Speedball Block Water-Based Printing Ink 1.25 oz. The first rep told me it was out of stock, I go online and see its back in stock and I placed an order for 8 bottles of Speedball Block Water-Based Printing Ink 1.25 oz.. The Credit card and billing address as well as the shipping address are exactly the same. The order total is not even $50 yet it has taken me 5 business days and I still have not received ANY communication from the dept I need to speak with. As a person who runs a non profit for children in underdeveloped communities I am not sure what JOANN has going on but flagging a $50 order is insane. This order is holding up my preparation for classes and students involved in the class and this company seems not to care at all. The "loss prevention" dept is unresponsive and reps are rude and nasty when calling. I just need one of the orders placed and to provide whatever information is needed but this company would rather pinch a $50 order from a non profit than provide great customer service. It makes complete sense why this company recently filled for bankruptcy

  Business response

  08/13/2024

  Dear *****,
  
  We're so sorry to hear that your recent orders have been cancelled due to not passing the verification process. Please note that Customer Care is unable to provide details regarding the cancellations. The appropriate team for assistance can be reached at ************ or ****************** Our records indicate that a member of our Customer Care escalations team has contacted the relevant team on your behalf to request further assistance regarding the cancellations.
  
  Sincerely,
  
  JOANN

  Customer response

  08/15/2024

   I am rejecting this response because: I have reached out to the company they claim they have escalated the issue but no one is getting back to me from that department. I have had no communications from that department although I have left multiple messages 
  
  
  

  Business response

  08/19/2024

  Dear *****,
  
  
  We apologize for any inconvenience caused. We would like to inform you that the appropriate team has responded to the voicemail you left on 8/13/24 regarding the cancellations.
  
  Sincerely,
  
  
  JOANN

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  June 29, 2024: Horrible return policy! I bought a ottlite LED lamp with the tablet stand and when opened the box it was missing the plug and the tablet stand! The store manager said they don't take returns. This wasn't a change your mind return, this was an incomplete order! Didn't even offer me an exchange! Nothing was offered. I had to ask for the corporate office number but they probably won't do anything either. Very disappointing and now know why they were close to bankruptcy...need some better vendors with better equipment. Update: called corporate office. They sent me a shipping label July 1st. Shipment received by corporate office same week. Waiting for refund because they need to process the shipment. Called 3 times to get status. Keep getting told 3-5 business days to process a refund. It's been over a month! Ridiculous!

  Business response

  08/12/2024

  Dear ******,
  
  We apologize for any inconvenience this may have caused. Our records indicate that the return was received by the warehouse on 7/15/24. Returns typically take 2-3 weeks to process once received. Please note that returns for pick up orders via mail may experience delays in processing refunds as they are typically not accepted via mail. We are pleased to inform you that the refund for the item has been processed. You can expect to see the refund reflected on your payment method within 3-5 business days. Thank you for your patience.
  
  Sincerely,
  
  JOANN

  Customer response

  08/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On August 9, 2024 I made a purchase on the JoAnn Fabrics app in the amount of $52.22. When checking out I used a JoAnn Fabrics gift card in the amount of $46.91 leaving me with a balance of $6.31 to pay using my Apple Pay app on my phone. After my order was completed I received a message from my bank that JoAnn Fabrics had taken the entire amount of $52.22 from my bank account. I then called JoAnn Fabrics customer service to find out if this was an error and was informed that this was their standard procedure and that I would not receive my funds back in my bank account for up to 7 business days! How is it legal for them to take MY money from my bank account when I was using THEIR gift card that had a legitimate balance on it?? THIS SHOULD BE ILLEGAL. They are essentially stealing my money for 7 days!!!

  Business response

  08/12/2024

  Dear ****,
  
  We apologize for any inconvenience this may have caused. After reviewing your order, we found that the $46.91 gift card was applied, with the remaining $6.31 charged to your payment method. When using a gift card, you should only see an authorization for the amount not covered by the gift card. If you are seeing the full amount as a pending authorization, we apologize and will escalate this to our internal teams for review. Please be assured that this authorization hold is not a true charge and will typically be released within 3-5 business days according to your card issuer's policies. If the hold is not removed after 5 business days, please contact Customer Care for assistance with an authorization hold release request. Sincerely,
  
  JOANN

  Customer response

  08/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Submitted an order, and an old address was incorrectly added by mistake. Immediately tried to get a hold of the online retailer, but was unable to due to business hours. Waited until customer service was open and contacted them. They refused to change the address, or cancel the order due to policy. They suggested to go through ****** to cancel the funds, or contact the shipping company to change the address. Mind you, the order had not been filled yet. Contacted ****** and ****** stated that they could not cancel the order because they have an agreement with Joann's that Joann's has staff that are authorized by ****** to cancel orders. ****** was very surprised to know that Joanns, although they promised ****** that they will cancel orders, actually has a process in place REFUSING to cancel any order. I contacted ***** to change the delivery, one half of the shipment was done with ***** Ground Economy and ***** refused to change the address with out Joanns on the call. The fact that Joanns has a policy in place to refuse to correct any order even prior to fulfillment, and won't help the customer (and in fact, in the case of ****** actively and deceitfully works to hinder the customer from resolving the issue), is horrible. This policy needs to change.

  Business response

  08/08/2024

  Dear *****,
  
  We apologize for any inconvenience this may have caused. Please note that once an order has been placed on joann.com, we are unable to make any modifications or cancellations. Address changes cannot be accommodated for security and fraud prevention measures. However, we can offer some suggestions to help with your specific situation. If your order is shipped via ****, you can contact your local post office to arrange for a forwarding address. For ***** shipments, you can sign up for ***** Delivery Manager to have the package held at a nearby ***** location. If delivery is unsuccessful, the package will be returned to us for a refund. We understand the frustration this may cause and will share your feedback on our policies with our team for consideration in the future. Thank you for your understanding.
  
  Sincerely,
  
  JOANN

  Customer response

  08/08/2024

   I am rejecting this response because:
  
  This is unacceptable. Correcting an address is not that difficult, but beyond that, the issue with not being able to cancel an order is not addressed. Nor the actions of Joann's to prevent canceling order outside of their systems, such as making a dishonest deal with ****** preventing consumers from canceling an order through ******. Telling ****** that Joann's will cancel orders, then making a policy that Joann will NEVER cancel an order is dishonest and shady. This policy needs to change. Joann's need to do some diligent work to improve their apparently poor order systems, and logistical systems, so they can correctly assist consumers that have placed orders through their online store. Worst online retailer I have ever used. Bad policy should never be a band-aide for bad business.

  Business response

  08/12/2024

  Dear *****,
  
  We deeply regret any inconvenience caused by our current policies. Your feedback will be promptly shared with our internal teams for thorough review and consideration moving forward. Thank you for bringing this to our attention.
  
  Sincerely,
  
  JOANN

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩