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:11/14/2024

  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 have contacted them by email because there is NO clear evidence that the Butterfly Fabric has been sent and there is NO evidence that it is being processed.
  When I called the customer Service the person just kept reading their script regarding orders.
  They will NOT cancel this order yet, there is no evidence that it is being sent. This seems very unfair.
  The item will not arrive for the needed date.
  When I asked when "10 business Days" would end - customer service person was very rude and just told me to look at my calendar. When I said, there were several holidays, He would not say if those were included as business days. He just kept reading the script.
  Obviously - Although this fabric costs about $40 the amount shown is less (Like $3.49) because I applied a coupon.
  I would like that coupon applied to something that is really being sent and simply cancel that not shipped fabric and IF they won't apply the coupon to the other 2 purchases, then, get the coupon amount back, so, I can at least get the money I would have gotten through their coupon.
  Obviously their website and customer service and apps need allot of fixing.

  Business Response

  Date: 11/15/2024

  Dear ********,
  
  We apologize for any inconvenience this may have caused. After reviewing your order, we see that all items have been shipped in three separate packages. Our standard shipping timeframe, as stated on *****.com, is 6-10 business days. The 10th business day for your order placed on 11/4/24 would be 11/18/24. We will address your experience with Customer Care internally to ensure that all inquiries are handled effectively.
  
  Sincerely,
  
  *****

  Customer Answer

  Date: 11/15/2024

   I am rejecting this response because:

  They are not apologizing for the rude, unfriendly customer service person who would not answer my question re what the date for the 10th business day was. Especially since there were 2 legal holidays.

  Also, I tried to cancel the 1 product BEFORE it was shipped but their policy would not allow it. This should have been made possible. 

   

  
  

• Initial Complaint

  Date:11/13/2024

  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 placed an order through Joanne's on October 28, 2024. I payed using PayPal. I went into my PayPal account to check the status of my order and could find no information. I then called Joanne's customer service, November4, 2024. I was told this was normal and my order was being processed and I should receive it shortly. I waited on my order for more than two weeks, since the date purchased, and then called back today, November 13, 2024. I was told my order was canceled on November 6, 2024, two days after I called an inquired about my order and was reassured everything was fine and I'd be receiving it shortly. Not only was the order canceled, they told me its no longer available. I asked why is the same add for what I purchased still up and available for people to order? I was told sometimes they only have x amount in stock and then when they run out they may or may not receive more. However, this means theyre canceling tons of orders because theyre trying to sell something thats not even in stock! I then asked why I was never informed? I was told they send out an email, which NEVER happened in my case. I then asked why my money hadn't been refunded and was met with the answer of it takes 5-7 business days. Mind you it's been 7 days since they canceled the order without telling me. I asked to whom I place a proper complaint with after letting them know the situation was unacceptable. I was met with being told they would transfer me to someone else. I was never transferred, but I was left on hold and never received a response after obviously. I run a small business and this is completely unprofessional and unacceptable. I will NEVER place an online order from them again and will not be purchasing from any of their locations again.

  Business Response

  Date: 11/14/2024

  Dear ******,
  
  We apologize for any inconvenience caused by the cancellation of your order. Upon review, it was determined that the item was unavailable at the time of fulfillment. Please note that the inventory displayed on our website may not be updated in real-time. We are actively working on improving our system to provide a more accurate inventory status. Rest assured, you were not charged for the cancelled order. Any pending authorizations will be removed within three business days, if not already processed. Thank you for your understanding.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:11/09/2024

  Type:Service or Repair 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.

  This is so convoluted it's almost difficult to know where to begin. I placed an order last Sunday morning. Most of my order has been showing is pending for the past week. When I reached out to customer service about this, they say there's nothing they can do until the order ships. So, I'm in this strange loop of having a pending order that they won't ship, but being told they can't cancel the charges until I receive the items. This is currently pending on my PayPal as a pay in four. In addition to this, one of the items shipped was different than the cost that I ordered. I was charged full price for a candle that was 70% off. As you can see on the documentation I uploaded, these price differences are seen via the email that they sent me, versus the invoice total. I have been a customer of Jo-Ann in store for many years, however I will never order from them online and frankly I will never give them business again. If an a item is not available, things happen, but you can't leave the item in pending forever, hoping that someone will make a return so they can send it to you, which is pretty much exactly what it seems like. My order has partially shipped at end at this point I've been charged so many different charges I don't even know what I have been charged for, what's actually coming, etc. In addition, online when it says shipped, it says item shipped 0. I just want this whole order canceled and to be refunded in full. I don't even want to receive any of the items that have been shipped at this point.

  Business Response

  Date: 11/14/2024

  Dear ******,
  
  We apologize for any inconvenience this situation may have caused. We have carefully reviewed order number *********** and can confirm that it has been successfully processed. Regrettably, a few items had to be cancelled from your order due to unavailability at the time of fulfillment. Rest assured that you were not charged for these cancelled items. In the event that an item is out of stock during fulfillment, we will ship the remaining items and adjust your order total accordingly, including shipping costs. You will not incur any charges for items that were not shipped.
  
  Regarding the 3" x 4" Halloween Bleeding Unscented Pillar Candle by Place & Time, we have verified that you received the discounted price of 70% off, and the coupon you used was correctly applied, resulting in a price of $3.51 each plus tax. We apologize for any confusion caused by the error in the email confirmation.
  
  When you place an order on ********** a temporary hold will be placed on your payment method. Once your order is shipped, this hold will be released, and the actual charge will be processed. If your order is shipped in multiple packages, you may notice separate charges for each shipment. The hold will be automatically lifted, but it may take a few days for your card issuer to complete the process. Please note that prepaid and non-traditional account types may experience longer hold times determined by the card issuer.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 11/14/2024

  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:10/31/2024

  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 recently purchased a sewing machine from Joannes fabrics in Boise, Idaho when I opened the machine, it was defective and would not work. When I contacted Joannes, they said because the box was opened I could not return it, and I needed to reach out to the manufacturer, which was *******. At that time, ******* informed me that they would not exchange it. I needed to take it to a repair shop, which to me is not the right answer. I have gotten nowhere through contacting Joanne’s customer service nor Bros. corporate customer service. I have finally gone to my credit card company and Filed a dispute for the charges. I am very disappointed in Joannes customer service, which is why I am filing this report. In my opinion, they should have exchange the machine for me in store immediately it’s taken me two weeks of dealing with both companies to get nowhere. Terrible customer service.

  Business Response

  Date: 10/31/2024

  Dear ******,
  
  We regret to learn about the defect in the recently purchased sewing machine. As per our return policy stated here: *********************************************************************, Electronics must be returned with a receipt and in an unopened box. We advise customers to contact the manufacturer directly in cases where the products are damaged upon purchase or become defective within the warranty period. It is recommended to work with the manufacturer directly to address the issue with the defective machine.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:10/31/2024

  Type:Product 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.

  I made an on-line purchase of fabric. A week or so after I made the order, I received an e-mail saying that one bolt of fabric on my order could not be sent and that they would adjust the charge on my visa account. The fabrics arrived (one or two at a time, sent from different locations) with no invoice or receipt. After I had received all, I made a request through the customer contact e-mail on the webpage. I got a nonsensical reply (telling me that they could not give me a gift card). I responded to "*******" and again on the customer e-mail. ******* replied asking me to provide all the information about the order (he had the order number already) like the amount of purchase (I don't know what the amount was after the adjustment). I gave him what I had. That was more than 10 days ago. I later sent an e-mail repeating that I need the receipt by 10/20/2024. No response

  Business Response

  Date: 10/31/2024

  Dear ********,
  
  We apologize for any inconvenience this may have caused. Please find the requested invoice for your order attached.
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 10/31/2024

   I am rejecting this response because:   it is an invoice for only part of the order that they did NOT fill.    This is not a receipt or invoice for the red fabrics or the white fabrics or the entire bolt of blue print fabric that were all part of order #******. 
  
  
  
  

  Business Response

  Date: 11/01/2024

  Dear ********,
  
  We regret any inconvenience you may have experienced. Please note that we can only issue an invoice for the completed portion of your order. There are no charges for the cancelled items listed on your order. The attached invoice details the charges for the completed portion of your order.
  
  Sincerely
  
  JOANN

  Customer Answer

  Date: 11/01/2024

  The charges from Joann in the month of October total $118.54.   I made only one transaction with Joann in October - the on-line order ******, which was for multiple pieces of fabric.  The fabrics arrived in separate packages.   I believe the charges on my visa card represent charges for each of those packages in order #******.   There are five (5) charges:   On October 18  $29.79.  On October 26  $29.79, two charges for $22.08 and one charge for $14.80.   

  Customer Answer

  Date: 11/01/2024

   I am rejecting this response because:  the invoice shows only one of the six purchases in order #******.   it shows only a tiny fraction of what the total charges were for that order.   The total should be $118.54.   I need a receipt documenting the total amount paid and showing that each purchase was for fabric.  

  
  
  
  

  
  

  Business Response

  Date: 11/01/2024

  Dear ********,
  
  Regarding order number ***********, there are a total of 5 charges amounting to $14.80, $22.08, $22.08, $29.79, and $29.79, resulting in a total charge of $118.54 for this order. The invoice previously issued displays all five charges individually for each shipment within the order. Kindly be advised that each shipment (charge) is detailed on a separate page within the provided invoice. Please scroll down to view all five invoices.
  Sincerely
  
  JOANN

  Customer Answer

  Date: 11/01/2024

  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:10/28/2024

  Type:Sales and Advertising 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 made an online order in the amount of $88.17 as always computer said amount of items available is not accurate. Some items were not available. My new total with missing items is $62.50. After items were picked up. My card was charged $ 62.50. I was charged $ 150.70 for a $ 62.50 purchase. This is ridiculus!! I dont need Joanns to hold my money! I said I wasnt going to shop with store again. This is bad business. You put a $88.17 hold which was more than enough to purchase $62.50 I recieve! BE CAREFUL WITH JOANNS AND YOUR ONLINE PURCHASES! I reported them a few years ago, they dont care about customers. This is bad business!!

  Business Response

  Date: 10/29/2024

  Dear ******,
  
  We apologize for any inconvenience this may have caused. Our records indicate that a portion of your order was cancelled due to product availability. Rest assured, you will only be charged for the items you received. The adjusted total for your order is $62.53. Any pending authorizations for the initial amount will be removed within 3-5 business days. Thank you for your understanding.
  
  Sincerely,
  
  JOANN
  

  Customer Answer

  Date: 10/29/2024

  
  This is unacceptable! Why should I have to 3- 5 business days for money you should have never took, The first charge was $88.17 because your inventory is incorrect online I was unable to purchase some items. That brought my total to $ 62.53 which should have been subtracted from the $ 88.17. Instead you debited my account another $62.53. This is double charging! I was charged a total of $ 150.70 for $ 62.53 of merchandise. I should not have to wait for 3- 5 days for money you should have charge. What a heartless response from JoAnn's, you are not my bank to hold my money that you had NO right to take! I am sharing this awful experience with every social media wreath group I can. 
  
  
  ****** *******

  Business Response

  Date: 10/30/2024

  Dear ******,
  
  We sincerely apologize for any confusion. Please rest assured that your order was not double charged. After placing your order on joann.com, a temporary authorization will be placed on your payment method. In this case, your authorization hold was $88.17. Once your order is picked up, the authorization hold will drop, and the charge for the order will appear on your payment method. You will only be charged for the items that are picked up. The total for the items picked up is $62.53. The authorization hold is released on our end automatically, but may take your card issuer a few days to process on their end. If you are still showing the authorization hold of $88.17 on your end after 3-5 business days, please reach out to ************************** with the following information and we can send a request to your financial institution to release the hold on their end.
  
  Date of transaction
  Amount of transaction
  Number of authorizations pending
  Name on the card
  First 6 numbers on the card used
  Last 4 numbers on the card used
  Bank email address or fax number
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair 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.

  I have two gift cards from Jo-Ann Fabric and Craft Stores that were issued to me as merchandise credit for product returns from some time ago. The store is located at the following address:
  
  **** ** ******** ****** ******** ***** ** ***** ************ 
  I have redeemed some of the balance on card (initially balance $119.18 and remaining balance of ~ $61 and the other, I do not believe I have used at all since it was issued to me (initial balance $97.54). I called Jo-Ann's gift card customer support (# on back of the card) today 10/23/2024. When I called the # to get the balances, automated system indicated that the cards were deactivated and accounts were closed. So I selected option from 800 # to speak to the customer support. They looked up the cards and confirmed that the accounts were indicated zero or empty. They reviewed the historical transactions and their system showed series of multiple online purchases from the cards. These cards are physical cards and have been in my possession since issued, and I have never made any online purchases. The cards have scratched off pin #'s which I just removed today. I suspect fraudulent activities associated with these cards which were issued by the store.
  
  I did request the customer service rep to escalate but they indicated nothing further could be done. The gift cards do not expire and believe that retailer should do more to investigate and understand the gaps as to how these funds were stolen from the cards that they issued. I would like to get a refund or store credit for the balances that I did not redeem. They should be able to determine this based on the evidence from their historical data.

  Business Response

  Date: 10/23/2024

  Dear ****,
  
  We sincerely apologize for any inconvenience that this may have caused. Upon reviewing the cards in our system, we can confirm that the balance of both cards is $0 as they have been redeemed in full as recently as 10/19/24. Per our gift card terms and conditions: Terms and Conditions of Use: This card issued in U.S. dollars. This card can be used only for purchase of merchandise, services or classes at any JOANN store or online at joann.com®. Not for use in sewing or other leased departments in a JOANN store.  This card is not redeemable for cash and no change will be given, unless required by law.  Treat this card like cash.  Lost, stolen or damaged cards are replaced only with valid proof of purchase to extent of remaining balance. 
  
  
  Due to these terms and conditions, we would be unable to assist in replacing the balance of the cards you are stating was not redeemed by you. However, as a one time courtesy, we will go ahead and replace the balance(s) showing as used online in the amount of $62.48. You should receive the virtual gift card with this balance via email within 1-2 business days. The email containing the gift card will come from CashStar rather than JOANN.
  
  Sincerely
  
  JOANN

  Customer Answer

  Date: 10/23/2024

  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:10/09/2024

  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.

  I bought an emboidery machine on 9/2/24. I found 1 cheaper & had the whole sewing machine with it for $200 cheaper. So,I returned the 1st 1 1/2 hour later. They did not have $532.32 in the register & Joannes now has a policy that anything over $500 has to be sent to corporate office & they have to issue the check.
  I have called 12 times now. I was told this last Wednesday, that this would be resolved in 2 to 3 business days & they would call me to tell me when I would get my check.
  i just got off the phone with them & they tell me they have to investigate.
  THIS IS ABSURD!!! I bought this, returned it & should have my money back. They are just jerking me around!
  THEYU SHOULD NOT BE ALLOWED TO TREAT CUSTOMERS THIS WAY!!
  please help me.
  ***** **********

  Business Response

  Date: 10/09/2024

  Dear *****,
  
  We apologize for any inconvenience caused. The standard time frame for processing corporate checks for in-store refunds is approximately 4 weeks. Our Customer Care team is currently working on obtaining a status update on your check. Rest assured that once there is any update, they will promptly reach out to inform you. Thank you for your patience.
  Sincerely,
  
  JOANN 

  Customer Answer

  Date: 10/11/2024

  That is completely unacceptable.I bought this embroidery machine.On September 2nd, it is now September 11th.They told me last Wednesday that it would be handled and the check should be either Thursday, Friday or Monday.And all I keep getting is run around. This is completely unacceptable and Against any company policy , it says right on the receipt that a corporate check was supposed to be mailed out to me 7 to ten days , not 4 to 6 weeks

  Business Response

  Date: 10/14/2024

  Dear *****,
  
  We apologize for any inconvenience caused. Please be assured that our Customer Care team is diligently working to provide an update on the status of your check. You will be contacted via email as soon as more information becomes available. Thank you for your patience.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 10/14/2024

   I am rejecting this response because:
  
  
  This is the same exact response that they said last week. This is completely Ridiculous!!

  It has now been 46 days since this has happened.Not four weeks not 72 ten days which is what we were told at the store when we returned this!!!

  They need to send me my check Right now this is absolutely

   This is absolutely unprofessional

• Initial Complaint

  Date:10/08/2024

  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 October 3, 2024, I placed an online order from Joanns Fabrics. I ordered $86.14 in products. They charged my Truist Bank Card for the full amount which way deducted from my checking account. On October 6, 2024, I noticed two new charges from Joanns on my checking account. At first, I thought it was a hacker. I e-mailed Joanns and asked about it. They replied the next day via e-mail stating that they would continue charging my account as the items shipped and then reimburse the original $86.14 that I was charged when I ordered the items 7-14 days after everything was shipped. I was upset. I explained to them that I didn't have enough money in my account to be charged twice for the order and that I could not wait for a reimbursement. I spoke with Kimberly at Truist Bank in Pikeville, NC and explained the situation. I showed her the e-mail of Joanns policy and she was surprised, as well. The bank told me that they would deny anymore charges from Joanns and not charge overdraft fees. She told me not to add money to the account until the matter was handled and she would talk to her supervisors. Joanns faxed the bank a letter to release the original charge of $86.14 on October 7. Truist could not do that because Joanns was holding the funds, not the bank. So far, they've shipped three things out of a 15 item order. This entire experience has been a mess. I don't want anyone else to go through this. I just want my money back in my account and to never do business with Joann Fabrics again.

  Business Response

  Date: 10/08/2024

  Dear *******,
  
  We apologize for any inconvenience this may have caused. When placing an order on *********, a temporary authorization is placed on your payment method. This authorization will be removed once your order ships, and the charge will then appear on your payment method. If your order is shipped in multiple shipments, you may see split charges for each shipment. The authorization hold is automatically reversed in these cases, but it may take your card issuer a few days to process this on their end. (Prepaid and non-traditional account types may experience longer hold times as determined by the card issuer.)
  
  For more information, please refer to our frequently asked questions at: *******************************
  
  Our records indicate that a request was sent to your bank on 10/7/24 to release the funds. For further assistance regarding the authorization hold for this order, we recommend contacting your bank directly. Thank you for your understanding.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 10/08/2024

   I am rejecting this response because: Their policy is not good for consumers. They should not be able to submit a charge to a financial institution that they plan on reimbursing to that same account after a given amount of time. People don't have the money in their bank accounts to cover the cost of Joanns Fabrics drafting the money out at purchase AND when an item is shipped. In doing so, Joanns Fabrics is overdrafting bank accounts where people don't have the extra cash. I needed gas and other things with what little money I had left in my account and with Joanns Fabrics charging me again at shipping AFTER already taking the full amount from my account at purchase, I was left with nothing and possible overdraft fees. This is not standard business practice. I order online all the time. I have NEVER heard of a company doing this. I, as a consumer, shouldn't have to beware of this unethical practice. I am grateful that Truist Bank sided with me on this issue. Joanns even admited that this was wrong by faxing a release form for the original amount to the bank. Fraud or bad business practice? It doesn't matter. People shouldn't tolerate or accept this behavior from any online business. 
  
  
  
  

• Initial Complaint

  Date:10/07/2024

  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 10/05/2024 at 11:08 am Saturday, I Brought a Brother sewing machine, My decision to buy the sewing machine was based on the sign that said, I would be able to return with a restocking penalty that was marked in 5 places in front of the sewing machines and in the front of the store. I even checked the back at the return policy (with a receipt),
  When I finally opened the box Sunday Afternoon at 6:24pm I realized that brand of sewing machine was not computerized and the store was closed. When I attempted to return the sewing machine after work on Monday, the store associate at the front told me she was just told they cannot do returns on sewing machines at all.
  Speaking to the Manager of the store, the manager stated that Jo Ann does not do returns on any electronics with receipt, Even though I showed my receipt and pointed to the signs throughout the store. The Manager informed me it was up to me to find the contact information of the manufacturer of the machine and attempt to return it to them. I would have never have bought the item at this store if I had any indication that it could not be returned, That Manager even went so far as to claim the previous associate must have told me this, even though the associate at the front of the store that day I went to do the return stated she herself was just told recently of this store policy, This was a very dishonest and troubling event. As a business, I would expect Jo Ann to abide by their own signs and return policy stated on their receipt. If they make any changes to the policy they need to add a disclaimer/clause/notice that says that. For a store to have signs all over that state that a return will be accepted and then claim otherwise misrepresents the terms of the policy and would certainly be considered an unfair and deceptive trade practice (Note the pics of the sign came from the day I was in the store trying to do the return)

  Business Response

  Date: 10/08/2024

  Dear *******,
  
  We apologize for any inconvenience this may have caused. As per our return policy outlined at *********************************************************************, electronics must be returned with a receipt in an unopened box. If products are damaged upon purchase or become defective within the warranty period, please contact the manufacturer for assistance. If the box has been opened, kindly reach out to the manufacturer to file a warranty claim for repairs or replacements.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 10/08/2024

   I am rejecting this response because:
  
  
  The signs that were printed throughout the JoANN store clearly stated verbatim "We hope you love your new machine! Please note all sewing and Cricut machine returns require a $25 restocking fee", All signs were in the store, no where in the store or on the receipt did it forewarn buyers that a return could not be made with a receipt. Just like the signs could be printed to mislead the buyers that a return was possible, signs should have been posted to forewarn the buyers that Jo Ann does not accept returns on these machines. Assumptions CANNOT be made that a user has ever been to Jo Ann's website to know that when they go to the store they will be victims of a bait and switch. This is in simple terms false advertisement.
  

  Business Response

  Date: 10/09/2024

  Dear *******,
  
  We apologize for any inconvenience you may have experienced. The complete return policy can be found on our website by following the link provided on the purchase receipt. While the full policy cannot be printed on the receipt due to space limitations, we can certainly review the signage in our store for any necessary updates. As per our return policy, please note that we are unable to accept returns for opened machines. We recommend reaching out to the manufacturer directly to file a warranty claim for assistance with repairs or replacements. Thank you for your understanding.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 10/09/2024

   I am rejecting this response because:
  
  
  The statement written "we can certainly review the signage in our store for any necessary updates" says nothing about abiding by the terms of said signage, All the signs or your return receipt had to state was that all sales of machines are final if opened and I would have certainly went elsewhere  to buy a sewing machine. JOANN INC is engaging in a fraudalent sales tactic where a retailer advertises a desirable term of sales to assuage any hesitation a buyer may have about buying a product only to then blindside the customer by disowning any responsibility to carry out the expected actions  based on the offer written in the store's signage. The store posts an offer when it puts up the sign on the wall or near the product. Essentially , it offers that if you buy x, or z products from this store, we offer theses conditions if you are not satisfied.

  I am continuing to engage with this complaint because by choosing not to put the whole return policy in a clearly visible area in your store, failing to have your employees put the warning near the sewing machines and not training your employees to inform the customers that their purchase comes with a caveat, the company can continue to enjoy plausible deniabilty that the customers would assume the item can be returned or exchanged towards a different purchase. I intend to make sure through every avenue available to me through social media and word of mouth how Jo ANN engages in deceptive sales practices.