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.

  1500 Canton Rd Ste 128 Akron, OH 44312-4097

• 

  Jo-Ann Stores, Inc.

  5005 Grande Shops Ave Medina, OH 44256-6787

• 

  Jo-Ann Stores, Inc.

  3977 Medina Rd Akron, OH 44333-2444

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:08/07/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

• Initial Complaint

  Date:08/03/2024

  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 a fairly large order for fabric from Joann online. They had some difficulty charging my card for the amount owed. I spoke to a customer service agent named ***** on July 26th, 2024 regarding the issue. (I had tried to place orders two separate times on other sales, and had the same issue with the credit card) ***** could see there was a problem on their end and spent nearly an hour getting the issue resolved for me. Several of the items I was trying to order were out of stock by the time she was able to get it all done, but she did offer some other patterns and stores that might still have the out of stock pieces available. My card was charged $308.10 and I could see the charge pending on my mobile banking app. All was well. The next day I got on to get shipping/tracking info for my package only to find the whole order CANCELLED! This was Saturday, so there was no one to call. I texted the customer service # only to be told my order was cancelled because it was to big, so it had be cancelled. Their solution was to call Monday and re-order again! As I checked their site, now over half my desired cuts of fabric were out of stock. When the order was placed on Friday with agent *****, there was never anything said about the size of the order. This order was placed for a specific function and reason and I feel it is very bad business to accept the order, charge the card and then cancel all of it the next day! With really no valid explanation. I was and still am very frustrated with this online company and feel like they should be reprimanded for their shady dealings.

  Business Response

  Date: 08/05/2024

  Dear ******,
  
  We sincerely apologize for any inconvenience that this has caused. Upon reviewing your most recent order (***********), we are showing that this was cancelled due to a sourcing issue. When an order is placed on joann.com 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 joann.com, 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

• Initial Complaint

  Date:07/30/2024

  Type:Customer Service 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.

  [[BBB transcription via transfer, see attachment for complete complaint details]]

   

  I purchase a sewing machine extension and had to return the extension because it did not fit my machine. I was issued a card which I had in my possession in the purse. I did not use this card and have not used the card since. I went to the store several times but forgot about the card. 

  The card was issued to me at the Joann's store in Meyerland Plz, Houston Texas. It was closer to my job when I get off work on Saturday morning. I completely forgot that I had the card because I went to the store and did not use the card I would remember after I make a purchase. I don't remember the exact date the card was given to me. 

  Some time in April I went to the Joann's close to my home which is in Humble Texas. I notice they had the correct extension table for my sewing machine. I remembered that I have the card and tried to purchase the extension table again. The card did not go through. The manager gave me a number to Joann's customer service. The person on the line said that she can see the amount on the card and she would issue me a card on my email. A week later I check my email and all I saw was a survey. So I called customer service and was told the card was used and it was expired. 

  I will send you a copy of my card. He could not tell me who used the card and what was purchased. He said that the Joann's store was to call customer service when the manager gave me the phone number I immediately went to my car and make a call to customer service.  While with customer service I walk back into the store and was informed by customer service to remove the paper one the pen which I did infront the manager. The card did not work. I had not used the card the pin was still covered. The only person who have access to the card has to be the store employees. Was I issued a used card?

  I was later told that customer service will get in touch with me. This is the second letter. I called back on Saturday. There were no answers. I later email a message to ******** ** stating that I have been a loyal customer to Joann's for 34 years and is this how they treat their customer. They need to do the right thing and see who used this card. I don't think they are doing their job. I have not heard from Joann's since. I would like to get my money back. I work hard for the money. I don't think any one use the card. They are just making this up. They have cameras of everyone who comes in the store and each transaction. Where is my picture using the card. I said to ******** ** I have not had a return message in the email. 

  Business Response

  Date: 07/30/2024

  Hi *****,
  
  
  According to our records, the store credit ending in 6606 was redeemed in full on 10/12/2023.  It was given a balance of $6.52 on 11-15-2022 and this balance was used on 10-12-2023. Due to this we would be unable to further assist. We apologize for any disappointment that this may cause. 
  

  Thank you,
  JOANN Customer Care

• Initial Complaint

  Date:07/25/2024

  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 July 18th a bit before 5:50pm, I arrived at the Joann store in **********, ** to do a curbside pickup of joann.com Order ***********. I clicked the link in my email to notify the store I was waiting outside for my curbside pickup. No one came. I then repeatedly called the store, and no one ever answered. I am disabled and was feeling particularly debilitated. At one point, I got out of the car to look in but didn't see a pick-up counter nearby or any motorized carts for disabled people. As I was unable to walk any significant distance to find the pick-up counter, nor could I stand to wait in line, I left after waiting over 20 minutes for my order. To add insult to injury, I received an email from customer.service@************************ on July 19th (while I was asleep, no less) fraudulently claiming I had picked up my order (thus charging me for the "pick-up")! I tried calling the store again, but again no one answered.I exchanged multiple emails with Joann.com customer service, which refused to do anything more than refund my order. The item I ordered is not in stock on joann.com, only at the store, and JOANN CS refused to ship it to me from the store. I do not live near any Joann location, and I wasted gas and my time while waiting for the curbside pickup that never came.Claiming to offer curbside pickup but not actually offering it is disability discrimination, which is a violation of state (MA) and federal law. I am requesting that JOANN make this right. If the only solution is for me to drive back to the store (which round trip takes almost 1 hour), then JOANN must compensate me for the expense (I would accept a JOANN gift card). JOANN also must provide a method for me to actually reach the **********, ** store since they've never answered the phone whenever I've called. It's shocking that joann.com customer service displayed no interest in the fact that the Burlington store fraudulently claimed I picked up an order that I had not - which is criminal behavior.

  Business Response

  Date: 07/25/2024

  Hi Nurit, 

  We apologize for the unsatisfactory experience at your local store. Regrettably, our local stores do not offer ship-to-home services and the item in question is currently out of stock for shipping. At this time, the only way to obtain these items is in-store as they are no longer available online. We typically restock on JOANN.com every 2-4 weeks. Once the item is back in stock, we would be happy to fulfill your order at the previously paid price and provide complimentary shipping. Please contact our ******************** at ************ for assistance when the item becomes available again.

  Thank you,

  JOANN Customer Care

  Customer Answer

  Date: 07/25/2024

   I am rejecting this response because:

  JOANN is not making me whole b/c I went to the Burlington store a week ago to pick up my order, and I've now been without the item I ordered for a week. JOANN has provided no certainty as to when the item will be restocked on joann.com. JOANN also did not address the fact that ***************************************** store committed fraud. I need the item I ordered, and given JOANN's refusal to provide a definite time frame when the item will be in-stock on joann.com, I may have to return to the **********, MA store, which is almost an hour round trip drive for me. Thus, I'm requesting compensation in the form of a JOANN gift card to compensate me for the time and gas I wasted for the curbside pickup they did not fulfill and for JOANN to provide a means of contacting the Burlington, MA store (since the store has never answered the phone when I've called), which JOANN has also refused to do. JOANN has done nothing to ensure that there won't be a repeat of what happened a week ago. This is disability discrimination since disabled people like me depend on curbside pickup.
  

  
  

  Customer Answer

  Date: 07/30/2024

  I stated that I was seeking several resolutions, only one of which was compensation. For example, I wrote: "Thus, I'm requesting compensation in the form of a JOANN gift card to compensate me for the time and gas I wasted for the curbside pickup they did not fulfill and for JOANN to provide a means of contacting the Burlington, MA store (since the store has never answered the phone when I've called), which JOANN has also refused to do. JOANN has done nothing to ensure that there won't be a repeat of what happened a week ago. This is disability discrimination since disabled people like me depend on curbside pickup."

   

  that is, I'm also asking JOANN to ensure they will actually fulfill my next curbside pickup order (and thus accommodate my disability) by providing me a reliable means to contact the Burlington, MA store. The ************************************* store committed fraud and failed to fulfill my curbside pickup order; the store manager has not contacted me despite my requests to JOANN customer service that ********************** customer service furnish the contact info for the Burlington store manager.

• Initial Complaint

  Date:07/22/2024

  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 was in JoAnns on July 15, 2024. I used my debit card. I put the card in, punched my pin and took my card out. The clerk said I took the card out too fast and told me to put it back in. I did and was double charged.
  
  On July 17th someone at JoAnns was trying to figure this out before I ever called. A refunded was given and then it was taken away. They know the made a mistake but won’t help me. I still need a refund.
  
  Joann’s customer care states that I was only charged once. As you can see I was charged twice.

  Business Response

  Date: 07/23/2024

  Hi ****, 

  We are currently in the process of investigating the charge you have reported. We will provide you with an update as soon as possible via email.

  Thank you for your patience and understanding.

  JOANN Customer Care

   

• Initial Complaint

  Date:07/22/2024

  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.

  While purchasing this Siser heat press we were not informed that if the package was opened there would be no refund, my husband was told that there was a $25 restocking fee which was also written and initialed on the receipt by store staff. Also in the store, nothing is posted concerning a return/ refund policy. My husband made this purchase on June 29th, 2024 and I went into the store on Tuesday, July 16th to initiate a refund and the cashier told me that he couldn't accept the product due to the box being opened.
  
  When I asked where the policy was, he stated it was online. This purchase was made in-store, not online.
  Also on the receipt under the return policy area "WITH RECEIPT" there is nothing about an open box being non-refundable. In fact, this bit of info is carefully hidden under the, "WITHOUT RECEIPT" section. Based on their "WITH RECEIPT" section I should've been able to return the Heat Press.
  
  In conclusion, no reasonable consumer with access to their receipt would question their ability to refund a defective product within their 30 day period.
  
  The product is defective, we want to exercise our right as consumers to be made whole financially by being refunded the money we spent on this product. I have contacted the manufacturer as directed by Joann Fabric, however, the manufacturer stated they do not provide refunds, only replacements.
  
  I am very discontented both with the unfair trade practices that Joann is participating in by not being upfront with their refund policy, and I am also discontented with the experience and the quality of the overall product.
  
  We do not wish to receive a replacement or repair of any sort. Our only desire is to receive a FULL refund. Thank you.

  Business Response

  Date: 07/24/2024

  Hi ******, 

  As stated in our return policy we unfortunately cannot accept electronics returns once the box has been opened. You can review this information here****************************************** Please work directly with the manufacturer if products are damaged upon purchase, or become defective within the warranty period.

  Thank you, 

  JOANN Customer Care
  
  

• Initial Complaint

  Date:07/21/2024

  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 purchased material for sewing from Joann.com so I could sew. I purchased the product on July 18th, 2024 for $19.60 Order #***********. I noticed on my account on July 19th, 2024 there was an additional amount of $9.20 taken out of my debit account at the bank. I called and spoke to a representative on July 20th, 2024 about the additional $9.60. I was told it was due to the items on my order that they were being shipped from 2 different locations. I am still awaiting the items as of this date. I was told the amount was going to be credit to my account of the additional $9.20. Today on July 21st, 2024 I checked my debit account and noticed an additional $9.20 was taken out of my account.

  Business Response

  Date: 07/22/2024

  Hi *********, 

  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 ******************** 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 was shipped in multiple shipments, you will see this authorization hold drop and be replaced with true charges in the amounts of the individual shipments. This generally takes between 3-5 business days, but may take up to 7 depending upon your financial institution. You can find this information here: ***********************************************;

  Thank you, 

  JOANN Customer Care

   

  Customer Answer

  Date: 07/22/2024

   I am rejecting this response because: You took an additonal $19.20 out of my account. You to 9.60 on two occasions and the $19.20 which is more than I purchased of the $19.20
  
  
  

• Initial Complaint

  Date:07/17/2024

  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 5/25/24, I purchased a new Singer C7220 sewing machine from my local Joann's store for my daughter for her high school graduation. I spoke to a couple of associates on help picking out the correct one for my daughter's skills and required functions of the machine. I checked out and went on my way. When my daughter opened and setup the machine it did not have a manual so it took us some time to find a digital version online. Once setup the machine would not work as expected. It has 300+ stitch options, reverse stitching, one step button holes and none of it works. It will only sew a straight forward line and won't even let you change the stitch length. I attempted to take back to the store for a return. I was greeted by an associate that informed me that they will not take back any opened box electronics and I should've been told at checkout. And even if you would be unopened it would be a 25% restocking fee. I was neither informed at checkout or speaking with associates, or does their receipt reflect this information. I would have never purchased on $300 sewing machine knowing if there were issues I couldn't return. I would've shopped at Amazon instead.
  
  The only avenue Joann's gave me was to contact Singer. Which I did and was informed I'd have to pay to ship the sewing machine to a repair center.
  
  I'm not going to put more money into a machine that was DOA upon opening. I didn't pay new sewing machine price for a refurbished machine. And I don't want a replacement after reviewing the comments on Joann's own site they should no longer be selling this model. There are 3 out of 9 reviews with the exact same issues and they've been on notice for at least 10 months.

  Business Response

  Date: 07/18/2024

  Dear *****,
  
  We apologize for any inconvenience this may have caused. Please note that our return policy prohibits the acceptance of opened machines like this one. We recommend contacting the manufacturer directly for assistance with any repairs or replacements covered under their warranty. One of our Customer Care representatives is currently handling this issue and has contacted Singer on your behalf. Updates will be provided by either our representative or a Singer representative in due course. Thank you for your patience.
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:07/16/2024

  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.

  We bought a sewing machine and my wife attempted to return it the next day unopened. The clerk (******) said that he was taking a $25 restocking fee because it is Joann's policy. The written return policy was taped to the register and does not say anything about the fee (see attached picture). My wife pointed this out. So he said it is on the website. My wife told him that he has to honor the written policy in the store.
  
  At this point ****** started yelling at her and told her she would accept the charge or leave the store or he would call the police. My wife asked to speak to a manager and ****** said the manager is somewhere in the back but didn't go to get the manager. My wife insisted to speak to the manager. ****** then started yelling again for her to leave the store or he would call the police
  
  My wife was so frightened that she gave up and let him process the refund taking the $25 fee. I feel ****** took advantage of a woman and scared her with threats and that is why she relented.

  Business Response

  Date: 07/17/2024

  Dear *******,
  
  We sincerely apologize for the negative experience your wife had at our Westbury, NY location. Rest assured, we are addressing this issue with the District Manager responsible for this location. In the meantime, we have arranged for a callback at the phone number you provided. You can expect to receive a response within the next three business days.
  
  Please be aware that our return policy includes a $25 restocking fee for returned machines. This policy can be found in full on joann.com. The photo of the policy in store is directly from the website, but is incomplete. The restocking fee is also mentioned on the purchase receipt for the machine. Thank you for your understanding.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:07/16/2024

  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.

  About 5 weeks ago, I bought fabric from JoAnns to make a sundress that I saw on tic tok. Soon after the purchase, I had to travel to ******** to babysit my granddaughters. Upon returning to **********, I preceded to make this very simple empire top sundress that drapes down the body. Its a simple seam down the back because the fabric comes smocked across the top. On July 13, I decided to iron the dress to wear on Sunday and I discovered an area on the fabric that was ripped and stressed kind of like the stressed jeans. On July 15, I went to JoAnns and spoke with the manager, I was told that her named is *****. I explained what happened and she immediately went to this particular bolt of fabric and removed that entire bolt off the floor. She told me that she needed to cheek the rest of that bolt of fabric for other rips. she asked if I was a rewards customer which I am. She found me in the system but couldnt find that purchase because it was over *********************************************************** exchange without a receipt. She said that she couldnt do anything. I had the fabric with me; she went straight to that bolt of fabric and removed it from the floor to inspect it to save other customers from purchasing damaged **********************. But, there was nothing she could do for me who was sold damaged fabric. I just wanted to exchange my damaged 2 yards of fabric for 2yards of fabric not damaged. I thought I was buying new unused fabric. The store should be responsible for my being sold ripped fabric.

  Business Response

  Date: 07/18/2024

  Dear ***********,
  
  We're so sorry to hear that the smocked fabric purchased was damaged. Per our return policy, if you don't have the receipt, you can choose an exchange or store credit based on the lowest price of the last 90 days. If you would like a copy of your receipt, please reach out to ******************************************* with the following information:
  
  Date of purchase
  Store Location
  Amount of purchase
  First 6 numbers on the card used:
  Last 4 numbers on the card used:
  
  Sincerely,
  
  JOANN  

  Customer Answer

  Date: 07/18/2024

  I wanted an exchange at the time but was told by the manager, named *****, that she could not ***** an exchange without the receipt.  I would accept an exchange; how do I secure the exchange after being told by manager that she could do nothing for me? 

  Business Response

  Date: 07/23/2024

  Hi Acquainetta, 

  If you would like a copy of your receipt to complete the return or exchange, please reach out to ******************************************* with the following information:
  
  
  Date of purchase
  Store Location
  Amount of purchase
  First 6 numbers on the card used:
  Last 4 numbers on the card used:

   

  Thank you, 

  JOANN Customer Care