ComplaintsforJo-Ann Stores, Inc.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attempted to order this Christmas Tree in the picture on now 4 different occasions. Twice on 11/22/2021 in which I spoke to a representative a second time which is on a recorded call to reorder after confirming it was there system error. It was then canceled again in which they sent an email to confirm on the cancellation. I purchased the same tree a third time on 11/28/2021 in which it was canceled again on 11/29/2021. I then called twice and spoke to two different reps (one being a supervisor) in which no resolution was provided and still no tree after my multiple attempts now stemming over a week in time from initiation. The attached picture shows delivery for one tree on 11/22/2021 along with the ornaments which is incorrect after confirming over the phone as well which is misleading and a misrepresentation as well!! I would NOT have purchased ornaments WITHOUT a Christmas Tree!! They can easily cancel the order for everything and I will never do business with them again!! This was completely unprofessional and made no sense as to WHY the tree is not being delivered after being advised it is in stock, charging my card over 4 times and still no product to show for it!!

  Business response

  11/30/2021

  Hi *********,
  
  Unfortunately, your orders did not pass the verification process,  and therefore were canceled. For further information on the cancellation of your order, feel free to call 330-463-8423, or send an email to refunds@joann.com. Please be aware that any new order must clear the verification procedure in order to be processed.
  
  

  Thank you, 

  
  JOANN Customer Care

  Customer response

  11/30/2021

   I am rejecting this response because: this is unacceptable. If that were the case it should’ve been advised immediately with a detailed reason as to why EACH time. My multiple payments should’ve been voided immediately and should even show as PENDING on my account which til this day still do! I still have not received the ornaments either which I would’ve not purchased without a tree! I want to be refunded immediately and other pending payments voided. I purchased a tree yesterday from *******’s and will no longer be giving my business to your company. Thank you!
  

  Business response

  11/30/2021

  Hi *********, 

   

  For more information as to why the orders were cancelled, you will need to contact 330-463-8423, or send an email to refunds@joann.com.

   

  When an order is placed on joann.com, we place an authorization hold on your form of payment. An authorization is a pending charge or hold on a payment account and is not a true charge. The authorization on your credit card or PayPal account allows joann.com to make sure the account is valid and has the necessary funds available to process your order. Your payment method is not charged until we ship your order. As this order will not be shipped, you will see this authorization hold drop. This generally take between 3-5 business days, but may take up to 7 depending upon your financial institution. You can find this information here: http://www.joann.com/faqs.html. 

   

  To expedite the dropping of the hold on your account, we would need to send a written request to your financial institution. We can do this if you can provide a fax, email, or mailing address for your card services team, as well as the first 6 and last 4 digits of the card that was used. If this is information that you are unable to provide, we would suggest disputing the hold with your financial institution directly. 

   

  Thank you, 

   

  JOANN Customer Care

  Customer response

  12/01/2021

   I am rejecting this response because:
  
  Just to reiterate what was previously discussed and to update furtger. The initial hold that was pending was removed from my account after several days. Had this failed “verification” it should have been immediately voided and not even held due to the multiple issues both systematic and verbally over the phone! As previously stated, I have NOT RECEIVED even the ornaments that show “sent” and have cleared my account. I will NOT be disputing with my bank institution as this is not a fraudulent pirchase. I purchased with YOUR COMPANY so it is your due diligence to follow through. If I do not get an immediate refund moving forward for the above attached amount shown I will contact a lawyer to subpoena the phone records along with accounting as the transaction is im sure stored in your malfunctioning system! 
  

  Hope I made myself very clear as this back and forth dialogue is excessively pointless just like my attempts to get a ******* Christmas tree. 

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