Complaints

This profile includes complaints for Jo-Ann Stores, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Jo-Ann Stores, Inc.

  5381 Darrow Rd Hudson, OH 44236-4000

• 

  Jo-Ann Stores, Inc.

  3977 Medina Rd Akron, OH 44333-2444

• 

  Jo-Ann Stores, Inc.

  1500 Canton Rd Ste 128 Akron, OH 44312-4097

• 

  Jo-Ann Stores, Inc.

  5005 Grande Shops Ave Medina, OH 44256-6787

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 12/8/2024 for four items. 2 of the items were processing for 4 days before they finally shipped. The other two items are still processing, it has been a total of 8 days and counting and my order has not shipped. I had ordered something for the holidays and I have no hope that it will arrive here on time despite ordering something 16 days in advance. On their website it says "Most items typically ship within 1-3 business days, you'll receive an email with tracking information as soon as that happens! You can usually expect delivery within 6-10 business days". This is not accurate, it has been 8 days and has not been shipped. I tried to call JoAnn's customer service number several times during their working hours listed on the phone, and it directs me telling me that I am calling "After hours", despite it being 12:30pm EST on a Monday. I cannot get ahold of anybody to either answer questions about the package still processing or asking for a refund.

  Business Response

  Date: 12/17/2024

  Dear ****,
  
  We apologize for any inconvenience this has caused. Our records indicate that one item on your order is currently processing. An escalation has been made to our senior Customer Care team for further assistance. Please be aware that we are currently experiencing slight delays in order processing and responses to inquiries due to high volume. A team member will be contacting you soon regarding your order. Thank you for your patience.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday December 8th/2024 I ordered some items for "delivery"
  
  from my local JOANN Fabric store which is across town from me.
  
  No delivery, no call, no email
  
  So on Tuesday December 10th/2024 I called about my "DELIVERY" and yes according to the website it says delivery (not shipping)
  
  and the "ASST Manager" if that's what you all going to call her (she refused to give me her name) but she was foreign. Was rude and hatefull and she hung up me twice, she doesn't need to be in that position if she can't answer and explain to the customer why their order hasn't been delivered.
  
  I'd tried to call customer service number, and was put on hold for about 20 minutes without anyone answering.
  
  UPDATE :
  
  As of today 12/14/24 still NO delivery, phone calls, emails.
  
  Still can't get ahold of "CUSTOMER SERVICE" at this point I just want my money back. According to ******** consumer they haven't responded to their email either.

  Business Response

  Date: 12/16/2024

  Dear ****,
  
  We apologize for any inconvenience this may have caused. Our records indicate that your order was placed on December 8, 2024. Please be aware that our standard shipping timeframe is 6-10 business days, with the initial 3-5 business days dedicated to processing. Additional details can be found at **************************************** We can confirm that your order has been divided into 2 packages, scheduled for delivery on December 17 and December 18.
  
  Sincerely,
  
  JOANN
  
  

  Customer Answer

  Date: 12/16/2024

   I am rejecting this response because:
  

  Your website says DELIVERY 

  Delivery means that you deliver from store NOT SHIP from a warehouse 

  You need to change your website from where it says delivery to shipping .

  That is false advertising, and what about your rude "Asst Manager"? that hung up on me twice. is that how you treat your customers? Is that your policy to talk to your customers and treat them like this? 

  And also trying to get ahold of customer service with no answer again is this how you trat your customers? 

  
  

• Initial Complaint

  Date:12/15/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 11/26/2024
  $252.11
  This order contained four different items, three of the four items have been shipped and I have received. The fourth item was the largest priced item coming in at $199.00 has not been shipped. I have not received any notification as of when or if this item is going to ship. I have made numerous attempts to email this company with no reply to any of the emails that have been sent to them. I also attempted to use their website chat feature during the business hours that were stated, but could never get a representative to respond to my chat request.

  Business Response

  Date: 12/16/2024

  Dear ****,
  
  We apologize for any inconvenience caused. After reviewing your order, it appears that the package containing the Cricut Maker has been lost. A refund for this package has been processed and should be reflected on your original payment method within 3-5 business days.
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 12/16/2024

  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

  Date:12/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried several days and through several modalities to figure out where my online order is from Joann Fabric headquarters.
  I have called and been on hold for an hour to get no one answering.
  I have texted and not received answers.
  I have emailed.
  A shipping label was created on 12/4. Nothing has happened. A sticker, that's it. It has the bulk of my order in this missing package. I cannot get ahold of anyone for assistance.

  Business Response

  Date: 12/13/2024

  Dear *******,
  
  We sincerely apologize for the delay in response times with our Customer Care team. Due to a high volume of inquiries being submitted, it is taking a little longer to reply. However, please know that our team is working as quickly and as diligently as they can to respond to all incoming inquiries.
  
  After taking a look into your order, we can see that there is one package that is considered lost. Since we are not able to reship items, I have issued a refund in the amount of $31.87 for the items that were in this lost package. This refund will reflect on your original payment method within the next three to five business days. If you used a JOANN gift card, a new gift card will be sent to the email address on your order within two business days.
  
  If you would like to reorder, you can place a new order on joann.com and send an email to ************************** with the new order number once it has shipped to receive credit for any increase in price as well as the cost of standard shipping. If you did not want to wait for a price match refund you can call us at ************ and the order can be placed over the phone with an instant price match and waived standard shipping.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order at the store through ****** for 2 different kinds of fabrics, both 3 yards each. Only one of the fabrics was in stock at the store and the other was cancelled. My payment plan still shows that I am paying for both. I went into the store and they said it would “automatically fall off”. It has not yet. I also reached out from their website and have not heard back. I do not want to pay for something I never received.

  Business Response

  Date: 12/13/2024

  Dear *******,
  
  We're so sorry to hear that one of the fabrics in your order was cancelled due to being unavailable. Please rest assured that you will not be charged for this cancelled fabric. When items on an order are cancelled from the order we send notification to the card issuer (in this case ******) to let them know that the order total has been adjusted. For further questions or assistance with the authorization hold for this order, please contact ****** directly.  
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 12/13/2024

   I am rejecting this response because:
  ****** has not updated the payment on their end, and has not been notified the order is cancelled. It still shows the full amount. Where is the proof that JoAnn reached out to ****** to notify them?
  
  

  Customer Answer

  Date: 12/13/2024

  Contacted ****** about adjusting the payment plan and they stated they have not heard from JoAnns yet about the partial cancellation. 

  Business Response

  Date: 12/16/2024

  Dear *******,
  
  The cancellation notice is automatically generated and sent to ****** once the order is updated in our system. For any further assistance regarding the release or refund of charges, please contact ****** directly as JOANN has not received any payment for the cancelled fabric.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 12/16/2024

   I am rejecting this response because:
  
  
  Once again…. ****** does not have it on their end that the order was cancelled. PLEASE UPDATE ****** THAT THE ORDER WAS CANCELLED. THIS IS RIDICULOUS. 

• Initial Complaint

  Date:12/10/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Beyond disappointed with this store. EVERY TIME you order something online, even when it says there's a million of that item in stock at your store, It gets canceled because "it's out of stock" and they CHARGE YOU FOR THE WHOLE ORDER, CANCELED ITEMS AND ALL. Don't worry though nobody will respond to you about it for forever and then when they do theyll blame the way you pay on why youre still charbed the full amount. Had 2 items from my order being "processed" for 2 weeks then magically they were canceled. Yep still being charged over $80 on Klarna for not even $20 worth of items i actually did get. Klarna reached out to them regarding this and they still have yet to get an Answer.Don't worry though they'll email you a code apparently good for 48 hours only, to reorder everything with free shipping. Only problem is EVERY single item is jacked up in price and the code doesn't even work lol! Beyond pitiful, no wonder they're in a bankruptcy.

  Business Response

  Date: 12/11/2024

  Dear ****,
  
  We apologize for any inconvenience caused by the recent issue with your order. After reviewing the order, it was determined that certain items were unavailable at the time of fulfillment and were therefore cancelled. As a result, the total amount has been adjusted to $17.26 and JOANN will not be collecting funds for the cancelled items. When items are cancelled from an order, we promptly notify the card issuer (in this case Klarna) to inform them of the adjusted order total. If you have any further questions or require assistance regarding the authorization hold for this order, please contact Klarna directly. Thank you for your understanding.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 12/14/2024

   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

  Date:12/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 4 pieces of fabric to make a blanket. All of it was in stock when I ordered. Today, part of it was canceled, another states it is processing, and the cheaper 2 plain ones apparently were delivered today. My issue is that I have tried contacting Joann's via email, text, and phone, and have not heard from anyone. I waited on hold over 30 minutes before having to hang up. I can not make a blanket without all of this order, so I want a refund and I will return what I have received.

  Business Response

  Date: 12/11/2024

  Dear ****,
  
  We sincerely apologize for any inconvenience caused by the delay in responses from Customer Care. We are currently experiencing a high volume of inquiries but our Customer Care team is working as quickly and as diligently as they can to respond to all incoming inquries.
  
  We've taken a look into your order, and we are showing that the Fabric Traditions ****** **** ****** Fleece Fabric Plaid has been cancelled. Please rest assured that you were not charged for the cancelled fabric. The two solid fabrics are showing that they have shipped and the Fabric Traditions ******* ***** Fleece Fabric ******* Check is processing. Any updates pertaining to the processing fabric will be sent via email when available.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 12/11/2024

   I am rejecting this response because:
  
  
  The fabric in process is out of stock, and I want it canceled since I can no longer make the blanket!  Also, I paid with ******, and you have not let them know you canceled part of my order, and they need to know so I can get my money back! I will also need to return the 2 items that were delivered, as I have no use for them without the other items. 

   

  Business Response

  Date: 12/13/2024

  Dear ****,
  
  We regret any inconvenience this may have caused. Please note that our systems are automated, and orders cannot be canceled upon request once they have been submitted. The only circumstance under which an order can be canceled after submission is if the product is out of stock and has undergone the necessary procedures to attempt fulfillment. If the product is out of stock, the cancellation process should be initiated promptly.
  
  In the event that items are canceled from an order, we promptly notify the card issuer, such as ******, to inform them of the adjusted order total. For any further inquiries or assistance regarding the authorization hold for this order, we recommend reaching out to ****** directly.
  
  Sincerely,
  
  JOANN
  

  Customer Answer

  Date: 12/13/2024

   I am rejecting this response because:

  First of all, you did cancel an item and NEVER notified me. Second, the other item that is "processing" is also not available. I ordered these a while ago, and this lack of customer service astounding!  I no longer need the item being processed, and it isn't even in stock so not sure why it wasn't canceled like the other item. The two that you already sent me will be returned. Also, you lied because ****** is not aware that you canceled any items!

   

  
  

• Initial Complaint

  Date:12/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered from Joan on 12/3/24. When checking out, it does not tell you how long shipping will take. I assumed like most companies, big and small, that my order would be shipped in at least 3-5 days. The first time I called, on 12/4/24 I asked when my delivery would ship. The person told me it will ship today 12/9/24. The order is still processing. It still hasn't. He also said it would arrive on Dec 18, which is more than 2 weeks from the order date. My order still says processing. And it's not just me.

  Business Response

  Date: 12/10/2024

  Dear *****,
  
  Please accept our apologies for any inconvenience that this has caused. As stated on joann.com, our standard shipping time frame is 6-10 business days. The first 3-5 business days of this time frame is reserved for processing. We are showing that your order was placed on 12/3/24. The 10th business day for this order would be 12/17/24. You can review this information at *************************************** if you have any further questions.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/28/24 I purchased a Crop-o-Dile craft punch advertised by Joann Fabrics as a “Black Friday” sale. When I did not receive it or obtain any shipping confirmation, I emailed the company. I checked my shipping status and was told they had cancelled my order. When I called them to ask why, they said they had made a mistake on their website and that they did not have any cropodiles left. I belive this may have been a scam, if not, they should be libel for false advertising. I used PayPal and no money had been taken from my account, however had I known I wasn’t to receive my merchandise, I could have purchased it else where and received it by now.

  Business Response

  Date: 12/09/2024

  Dear ********,
  
  Upon further review, we have confirmed that your order has been cancelled due to being unavailable at the time of fulfillment. You will not be charged, nor will you receive the items. Any pending authorizations will be removed within three business days, if they have not already.
  
  At this time, the inventory shown on ********* is not updated in live time. We are currently working on ways to update our system so hopefully a more accurate inventory system will be put into place soon.
  
  We typically restock items on ********* within 2-3 weeks. If you would like to reorder, you can place a new order on ********* and send an email to ************************** with the new order number once it has shipped to receive credit for any increase in price as well as the cost of standard shipping. If you did not want to wait for a price match refund you can call us at ************ and the order can be placed over the phone with an instant price match and waived standard shipping.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4 December, I had placed an order for yarn. That order is still stating that it is processing. I placed an order today around 2:45 PM for more of that yarn because I really like working with it. I didn’t even place my order not even seven hours ago And it shows that it’s canceled I didn’t even receive an email stating why my order got canceled. I just don’t understand how an order that was made 6 to 7 hours ago got canceled but an order that was made two days ago is still processing and all the items That I ordered are still showing in stock. This is totally unfair as I was excited to get the yarn. Don’t put stock on the website or the app if you don’t have it just for people to order so you can cancel it. That is bad business if there is a way they can un cancel my order , and actually look to see if they have it in stock that would be great because with it being around the holidays, I seriously doubt someone was able to get to my order not even an hour after making it

  Business Response

  Date: 12/09/2024

  Dear ********,
  
  
  We're so sorry for any inconvenience caused by the cancellation of your order. Upon review, it looks like this was cancelled due to a sourcing issue. When an order is placed on ********* the items are sourced to different locations for fulfillment. This method is used to help reduce processing time so customers can receive orders faster. Unfortunately, the sourcing of your items combined with the quantity of items ordered has caused an unsolvable sourcing hold in our system, and has resulted in your order being canceled. Please accept our apologies for any disappointment this may cause!
  
  
  If you would like to submit a new order for these items, we will gladly refund you for any increase in sale pricing, as well as the cost of shipping. Please split the original order into 2 or more orders. Simply place the new orders on *********, and send an email to ************************** with your new order numbers. You may also call us ************, to place new orders with adjusted pricing and shipping. (Mon - Fri 9 AM - 6 PM EST)
  
  
  Sincerely,
  
  
  JOANN