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Business Profile

Fabric Store

Jo-Ann Stores, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fabric Store.

Complaints

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

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Jo-Ann Stores, Inc. has 4 locations, listed below.

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    Customer Complaints Summary

    • 491 total complaints in the last 3 years.
    • 154 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/15/2024

      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 paid $40.41 for my order. After 1 day of submitting it they said it was shippedbut could not bring anything up all it will say is shipped it does not tell me where it is . Thay say they have a help line phone # but will not give you a #.

      Business Response

      Date: 07/15/2024

      Dear *****,

      We are pleased to offer our assistance in investigating this matter further. Unfortunately, we were unable to locate an order in our system using the information provided, including your name, phone number, or email address. For the most efficient assistance, we kindly ask that you contact us at [email protected] with your order number. Alternatively, you may also reach us by phone at 330-735-6576 Monday through Friday between 9 am and 6 pm EST for further assistance. Thank you.
      Sincerely,

      JOANN
    • Initial Complaint

      Date:07/10/2024

      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.
      $75.14 Refund was sent to a closed visa bank account. Bank is telling me the refund will be returned to Joanns. Joanns is telling me to go to the bank. I am in a vicious circle with no resolution and money lost.

      I asked for a gift card but Joanns said no. Now, I don't have the original purchase nor the refund.

      So, Joanns gets to keep my money??? They have the returned product and I have nothing. I am asking for store credit. Thanks!

      Business Response

      Date: 07/11/2024

      Dear ******,

      We apologize for any inconvenience caused. Per our return policy, refunds are processed back to the original payment method. We have confirmed that the refund was successfully processed back to the card used for the original purchase. It is recommended that you contact the financial institution associated with the card for further assistance with obtaining the refund.

      As a gesture of goodwill, we have requested our treasury team to reverse the refund and issue a $75.14 gift card to your email address. You can expect to receive this gift card within 1-2 business days. Please note that the email containing the gift card will be sent from CashStar, not JOANN.

      Sincerely,

      JOANN

      Customer Answer

      Date: 07/13/2024

      Better Business Bureau:



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

      Thank You for your above-and-beyond customer service.  I look forward for the CashStar email.

    • Initial Complaint

      Date:07/09/2024

      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 online order for pickup over the weekend it was actually two orders. My husband shows up to the store to get the two orders they gave him only one. I call there and questioned what was the issue. The manager got an attitude with me said he wouldn't tolerate me speaking to him this way and hung up in my face. It was extremely rude he told me he's not going to accept me speaking to him because he's a store manager. This is a huge issue in my opinion and shows that he has no control in situations where he made a mistake he proceeded to blame it on another shift when my husband just left there not even 20 minutes ago.

      Business Response

      Date: 07/10/2024

      Dear ******,

      We apologize for the unsatisfactory experience your husband encountered during the order pick-up process, as well as the phone interaction you had. Rest assured, we will be addressing this issue with the district manager overseeing this location. A call back has been requested for you at the provided phone number, and you can expect to hear from us within 3 business days. Your loyalty is greatly appreciated, and we hope you will continue to choose JOANN for your future needs.
      Sincerely,

      JOANN
    • Initial Complaint

      Date:07/04/2024

      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 via Jo-Ann App, on 7/3/24, which arbitrarily changed my address to an address I no longer reside at. I’ve sent several emails repeatedly asking to correct the address on 7/3/24 and on 7/4/24. I was told that they can not do this and/ or not capable of changing the address. They suggest that I contact the mail carrier to make plans to pick up at another location where the package is going. To be clear I live in Washington state, no longer living in Texas, ( the address that their system keeps reverting back to). Just how do they think I will pick up that package from Texas? I’ve spent hundreds of dollars, and no one will correct my address. Then insult my intelligence by saying make arrangements to pick up package from another location in Texas, where I no longer live. WHAT THE H***! How does that make sense to them?
      Maybe USPS can forward the package, contact FED EX or UPS. You can dispute the charges with your credit card company.
      I’m really upset that not one person can correct the address instead of going through all of this. By the way the package has not shipped, it’s still in processing. So therefore I do not know who will be delivering the package, and it’s the holiday.
      This is the worst experience I’ve had with Jo-Ann, I will make sure that others know about this, so that they don’t shop there. I spent my money, no one will or can help rectify the problem as simple as it is and I will get no package. I will be contacting their headquarters about this matter as I don’t have $200+ dollars to throw away.

      Business Response

      Date: 07/05/2024

      Dear *****,

      We apologize for any inconvenience this situation may have caused. Please be aware that our policy, as stated on joann.com and in the email confirmation for your order, does not allow for changes or cancellations once an order has been submitted, including the shipping address.

      If needed, we recommend reaching out to the shipper (FedEx or USPS) to inquire about holding the package at a pick-up location or setting up a forwarding request to an alternate address. In most cases, undeliverable orders are returned to the sender.

      After the order has been shipped, please contact Customer Care for assistance with re-routing the package to you or processing a return to sender for a refund. However, please note that we cannot guarantee that re-routing will be possible due to the aforementioned restrictions. Thank you for your understanding.

      Sincerely,

      JOANN
    • Initial Complaint

      Date:06/26/2024

      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.
      Asked for price match of their online price. Was told no they don't do that. Checked website after getting home and it says yes they do. Proceeded to email customer service to explain the situation. The next day received a reply saying they don't do that in contrary to what it says on their website. As you can see they tried to offer me five dollars to look the other way. This isn't right and they should honor what they tell the public on their website. I know it's only a little bit of money but a little added up over time is a lot of money.

      Business Response

      Date: 06/26/2024

      Dear *****,

      We apologize for any inconvenience caused by this matter. As stated in our policy on *********, we do offer price matching in stores to pricing shown on our website, provided they meet the specified requirements. For instance, the item on joann.com must not be on sale as clearance, online only, or doorbuster. While this item is eligible for price matching, please note that customer care is unable to process refunds for in-store purchases as they can only be done at the store. If the store is unable to honor the price match request, please contact customer care and we will be happy to provide a gift card for the price difference. Thank you for your understanding.

      Sincerely,

      JOANN
    • Initial Complaint

      Date:06/26/2024

      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 online. If I picked up in store I got a $5 reward. I collected in store and the store did not process my collection until 5 hours later. The reward could only be used that day and in that store. As I had left hours earlier it was not possible to use the reward. I believe the company does this on purpose to avoid paying out rewards. It's clearly false advertising. I wrote to customer service and they said they would not re issue the reward. Their exact wording "we are unable to extend the expiration date on this coupon or resend it". I believe this is a scam by the company as a whole and it should be investigated. Order number is ***********. *******, **, 06/22/24. It might say ***** or ****** as pickup person as I added both to the order.

      Business Response

      Date: 06/26/2024

      Dear ******,

      We apologize for any inconvenience caused by this matter. The $5 coupon included in your pick up email is an automated feature and is valid only for the day of pick up. Unfortunately, we are unable to extend the expiration dates on coupons. We understand your frustration in receiving the coupon later in the day and not being able to use it. Our records show that the order was marked as picked up at 4:19 pm on 6/22/24, with the automated email containing the coupon sent shortly after.As we cannot resend the $5 coupon, we would like to offer you a $5 virtual gift card to your email address as a gesture of goodwill. You can expect to receive this gift card within 1-2 business days from CashStar. Thank you for your understanding.

      Sincerely,

      JOANN
    • Initial Complaint

      Date:06/05/2024

      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.
      Jo Ann Fabric & Crafts

      To Whom It May Concern,

      I am writing to file a formal complaint against Jo Ann Fabric & Crafts regarding the appalling service I received at their ******* location on June 4th, 2024. As a dedicated customer with pressing business needs, I am deeply disappointed by the lack of professionalism and disregard for customer satisfaction demonstrated by their staff.

      On the aforementioned date, I urgently required a circuit maker to fulfill my crafting orders, as my current one had malfunctioned. After conducting thorough research, I identified Jo Ann's as a reputable supplier with the desired equipment available at a reasonable cost. Consequently, I placed an order for pick-up and arrived well before the posted closing hours to collect my purchase.

      However, upon my arrival, I was met with locked doors and an employee inside ignoring me.

      This egregious display of negligence not only resulted in wasted time but also caused significant financial losses and left me unable to fulfill my obligations to my customers. As a long-time patron of Jo Ann Fabric & Crafts, I am shocked and appalled by the lack of respect and consideration shown towards loyal customers.

      I demand immediate action be taken to address this issue, including a thorough investigation into the conduct of the staff involved and measures implemented to prevent similar incidents in the future. Additionally, I expect a formal apology from Jo Ann's management, along with appropriate compensation for the inconvenience and losses incurred, including a complimentary circuit maker.

      I am deeply disappointed by this experience and will not hesitate to share my grievances with others in my community. As a respected influencer, I am committed to raising awareness of the unacceptable treatment I received from Jo Ann Fabric & Crafts until this matter is resolved satisfactorily.

      Thank you for your attention to this urgent matter. I trust that swift action will be taken

      Business Response

      Date: 06/05/2024

      Dear ********,

      We deeply regret the negative experience you encountered at our *******, OR location. Rest assured, we will be discussing this matter with the District Leadership team in charge of this location. In the meantime, we have arranged for a team member to contact you at the number you provided. You can anticipate a response within the next three business days. Your business is important to us and we sincerely hope that you will give JOANN the chance to better serve you in the future.

      Sincerely,

      JOANN

      Customer Answer

      Date: 06/09/2024

       I am rejecting this remedy because:

      Despite their attempt at resolution, I find their apology and compensation unacceptable for several reasons.
      Firstly, the promised $50 gift card as an apology has not been received, despite providing my email address for verification. This lack of follow-through only adds to the frustration and disappointment caused by the initial incident.
      Secondly, even if the gift card were to materialize, its value pales in comparison to the financial and time investment I made in my attempt to purchase a replacement machine-which is critical for my business operations. The inconvenience, loss of revenue, time, gas money, and disrespect shown by the employee cannot be adequately compensated with a mere $50 and ….I have to do it again to get the machine?!
      Furthermore, Joann's representative's response, stating that there was nothing more they could offer and dismissing my concerns is deeply unsatisfactory and fails to acknowledge the gravity of the situation.
      In conclusion, while I appreciate the Better Business Bureau's efforts to mediate, I remain dissatisfied with Joann's response and urge for further action to address the issue appropriately.
      Thank you for your attention to this matter.


      Business Response

      Date: 06/11/2024

      Dear ********,

      We sincerely apologize for the inconvenience encountered. We are showing that the $50 gift card requested by the District Manager has been sent to you on 6/10/24. Since you were sent a virtual gift card, but cannot locate the email, you can visit the website below. Once you enter your email address, you will be sent a link to our Card Management Portal. From here you can have the virtual gift card resent to your email address.

      *****************************************************************

      Sincerely,

      JOANN

      Customer Answer

      Date: 06/15/2024

       I am rejecting this response because:

      Dear Joann Fabric Customer Service,
      I am writing in response to your recent correspondence regarding my complaint filed with the Better Business Bureau. I appreciate your attempt to address the issue; however, I must express my dissatisfaction with your apology and the offered resolution of a $50 gift card, which does not adequately remedy the damages caused.
      Your statement urging me to "rest assured" and to "trust you" rings hollow given the circumstances. The experience I encountered with Joann's Fabric was deeply disappointing and reminiscent of behavior one might expect from a grade school bully rather than a reputable business entity.
      The incident in question involved a clear breach of our contractual agreement. When Joann's publicly advertised its operating hours, it implicitly entered into a contract with customers like myself. By failing to uphold these posted hours without any prior notification, your company not only violated this agreement but also potentially breached consumer protection laws designed to prevent deceptive trade practices.
      As you may be aware, under ****** ****** law, business hours are governed by principles of contract law and consumer protection statutes. These laws exist to ensure that businesses uphold their commitments to customers and maintain transparent practices.
      To reiterate, my expectations are clear: I demand appropriate compensation for the inconvenience and financial loss I suffered as a direct result of Joann's failure to honor its advertised hours. It is crucial that this matter be resolved promptly and fairly.
      I look forward to your prompt response and a satisfactory resolution to this issue. Please contact me at your earliest convenience to discuss how Joann's intends to rectify this situation.



    • Initial Complaint

      Date:05/31/2024

      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.
      JoAnne stores ran a sale where it was either 40% or 50% off embellishments and stickers. There was no restrictions no fine print so I placed an order and while selecting my items I noticed that certain stickers did not reflect the sale so I called in and spoke to, four different representatives before requesting a manager who honored the sale price. He placed the order for me. I spent over two hours with different representatives giving me different answers. I even offered to email them the flyer which I did one of the managers understood as a resolve better training for the people who pick up the phone. I didn’t feel like a valued customer.

      Business Response

      Date: 06/03/2024

      Dear ******,

      We apologize for any dissatisfaction you may have experienced with the handling of your inquiry. We truly appreciate you taking the time to provide feedback on your recent interaction with our Customer Care Team. At JOANN, we are committed to providing exceptional service and meeting your needs to the best of our abilities. We regret that we did not meet your expectations on this occasion.

      Rest assured, we will utilize your feedback to enhance your future interactions with us. Thank you for bringing this to our attention.

      Sincerely,

      JOANN
    • Initial Complaint

      Date:05/08/2024

      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 purchased a sewing machine from Joann fabric store on Wednesday, May 1. I opened it the next morning on Thursday May 2. Immediately the machine began to send error, messages, C4 and another code. I can’t recall at the moment. I called Singer and they told me to take the machine back to Joann. I took the machine that day (May 2), I had this machine less than 24 hours.. The store would not accept it because it was open, but nowhere on the shelf was this policy posted. They say it’s on the receipt but you have to purchase the item to learn what the policy is. I would like my money back or a working machine. It was sold broken I purchased it from Joanne and Joanne should replace it. Because it was broken out of the box. Joann should contact singer to replace the machine or refund my money.

      Business Response

      Date: 05/13/2024

      Dear ******,

      We regret to learn of the challenges you are experiencing with the sewing machine you recently acquired. As outlined in our return policy available at *********************************************************************, please note that we are unable to facilitate a return if the packaging has been opened. We recommend contacting the manufacturer directly to explore options for repairs or replacements covered under their warranty.

      Best regards,

      JOANN

      Customer Answer

      Date: 05/13/2024

       I am rejecting this response because:
       The policy (of no open box machine returns) is not posted on the sewing machine shelf where I purchased the sewing machine.  In fact the sign stated that

      “We hope you love your machine Please note all sewing and Cricket machine -returns require a $25 restocking fee.”.

      The sign says  “all sewing” machines.

      Furthermore, I called the manufacturer and they told to return the machine to the store I purchased it from. I purchased this machine from Joann store and that store sold me a broken machine. I gave my money to Joann (store) and Joann should refund my money to me.

      Joann should contact Singer.


      Customer Answer

      Date: 05/13/2024

      Apparently this has happened to other customers who brought this sewing machine, they got the C4 error message the first time they used it.

      Business Response

      Date: 05/14/2024

      Dear ******,

      We apologize for any inconvenience this situation may have caused. According to our policy, we are unable to accept returns on machines that have been opened. If the machine was not purchased directly from the manufacturer, they will be able to assist with any necessary repairs or replacements covered under their warranty. We recommend contacting the manufacturer directly for further assistance if the machine is defective.

      Sincerely,

      JOANN

      Customer Answer

      Date: 05/16/2024

       I am rejecting this response because:
      The Joann store was not up front about their policy, I would not have purchased from the store if I knew I could not return a malfunctioning (out of the box) sewing machine to the store I bought it from. There are other stores around that stand behind the products they sell, I could have bought a machine from them and they would have refunded my money if it did not work. Also, Singer told me to return the machine to the store, when I contacted them. I can’t afford to buy an another machine or pay to have this one fixed. I want all my money back, please. 

    • Initial Complaint

      Date:05/04/2024

      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.
      Hello, I'm looking for some assistance by Joann Fabric HQ. Please see the attached receipt. I scanned it for my business expenses, and discarded the physical copy, only to realize that my scanned copy got cut off. Is it possible to locate the receipt in your systems and send me a copy? Any help would be extremely appreciated. Thank you!

      Business Response

      Date: 05/13/2024

      Dear **********,

      Thank you for reaching out to us. We are more than happy to assist you in obtaining a copy of your in-store purchase receipt. Please contact our Customer Care team via email at ************************** and provide the following details:

      - Date of purchase
      - Store location
      - Amount of purchase
      - First 6 and last 4 numbers of the card used

      Once we receive this information, our Customer Care team will promptly send you a copy of the receipt via email.

      Best regards,

      JOANN

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