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: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

• Initial Complaint

  Date:05/03/2024

  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.

  Joann has a practice that is illegal & they need to be forced to change it.
  In short: the way system works the often double charge people who make online or orders through their app.
  They explain it as pending charges that will drop off within 7 days or more.
  This is not okay and leaves people without access to their money in their bank account because pending charges are showing from Joanns twice. People, including myself, incur overdraft fees because of this In addition to not being able to be there other bills or buy things they need like medicine or food.
  The first time this happened to me I had around $200 held up by Joanns double charging me.
  I got rid of the app because I thought that was the problem but I just made a purchase online on their website and the same thing happened to me.
  Their system is a problem and they need to change it. They should not be allowed to hold up peoples money because they have a flawed system that double charges people.

  Business Response

  Date: 05/13/2024

  Dear ****,
  
  We regret any confusion or inconvenience caused by the authorization hold and subsequent charges on your recent order. When placing an order on joann.com, a temporary authorization is placed on your payment method. Once your order is shipped, the authorization will be released and the charge will be processed. If your order is shipped in multiple shipments, you may see separate charges for each shipment. The authorization hold is automatically reversed in such cases, but it may take a few days for your card issuer to process this change. (Please note that prepaid and non-traditional account types may experience longer hold times as determined by the card issuer.)
  
  For further assistance, please refer to our frequently asked questions at: ******************************* Thank you for your understanding.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:04/30/2024

  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.

  Hello, I’ve ordered from Jo-Ann website and didn’t receive any of it. I only received a partial refund Of 61.86. They still owe me 43.76 out of 172.76. I’ve called them several times and they said they refunded me for the whole thing. I’ve waited weeks to see it reflect my bank. I still haven’t gotten it. The order number is **********

  Business Response

  Date: 04/30/2024

  Dear *******,
  
  
  We sincerely apologize for any inconvenience caused. After reviewing your order, we have confirmed that a full refund has been processed. Refunds are credited back to the original payment method used for the order. As the payment was made through Klarna, the refund has been directly processed by Klarna. For any further assistance regarding the refund, we recommend reaching out to Klarna directly. Thank you for your understanding.
  
  Sincerely,
  
  
  JOANN

• Initial Complaint

  Date:04/18/2024

  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 am writing for a friend who is 84 and does not have a computer. ******** ******* sews potholders we sell for our Relay for Life Team. She went to JoAnn Fabric and bought a Singer #**** sewing machine to replace her old one that no longer worked. She paid $211.00. When she got home the machine was defective--the needle would not move. After other people who use Singer machines looked at it they agreed it was defective. She went to the store and they said no refunds or returns. They asked her to leave the store. I called JoAnn and was told they do not take back items that have been opened. How would she know it was defective if she didn't open it. I contacted the main office of JoAnn's and asked if ******** was told that they would not take it back if defective, they admitted they did not say that. They gave me a number for Singer Co. I called Singer and after much running around they said they cannot do anything by phone I needed to email the problem and information. I did and was never contacted. I called again and was told to bring the machine to their warranty store in ********, ** 187 miles away which is much too far for her to drive. We have heard nothing more form either Singer or JoAnn and the 90 day warranty is running out. This is disgraceful way to treat a senior citizen.

  Customer Answer

  Date: 04/26/2024

  here are the items you requested.

  Business Response

  Date: 04/30/2024

  Dear *******,
  
  We apologize for any inconvenience caused. As per our return policy, we are unable to accept returns for sewing machines if the box has been opened. If the machine is damaged or defective, we recommend contacting the manufacturer directly for repairs or replacements covered under their warranty.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 05/01/2024

   I am rejecting this response because:
  
  
  ******** was not told of the policy when she purchased the  machine.  The clerk admitted that she did not tell her of the return policy.  Therefore, I think the store is responsible for alerting the customer before they purchase the machine.  There is no sign or wording on the receipt that this is their policy. I still feel that JoAnn's owes ******** the $211.00.  We will be telling everyone we meet about the lack of cooperation and respect for seniors  that JoAnn's has offered.  We also will no longer be purchasing from a company that treats customer who spend more than $2000. a year in material, etc. this way.

  Business Response

  Date: 05/03/2024

  Dear *******,
  
  
  We apologize for any confusion regarding our policy not being clearly communicated at the time of your purchase. Although the full policy is not listed on the back of the receipt due to spacing restrictions, there is information on where to find it on our website, *********. We will definitely share your feedback with our team for review and consideration in the future. As per our current policy, we recommend contacting the manufacturer for assistance with any repairs or replacements covered under their warranty.
  
  Sincerely,
  
  
  JOANN

  Customer Answer

  Date: 05/08/2024

   I am rejecting this response because:
  
  
  ******** is 88 years old and does not have a computer.  There was no mention of your policy when she bought this machine.  Please know we will never purchase anything from your company again and will be sure to spread the word to our friends.  I know we are just some small Relay for Life Team in a small county in ** so it really doesn't matter to you what we do but after 25 years of purchasing material for potholders, wash clothes and blankets from your company; this is a sad thank you.  ******** has been sewing on her old machine for a long time and was so excited to have the funds to purchase a new machine to continue our work; I guess it is true big companies do not care at all for loyal customers.

• Initial Complaint

  Date:04/16/2024

  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.

  I went to my local store they didn't have the organza bags in stock & are sold out w/no ETA. They suggested ordering online so I tried. The system at check out kept telling me I was missing key info when I wasn't. I hit submit twice after having to re-enter the info twice. It caused 2 authorizations on my card for $13.64 each, see attached. I want both authorizations removed. I never got the order conf as of today. The order was never processed. I sent an online request & to date have not received a response. I had a hard time finding phone #s because they have nothing on the site for customers to be able to contact them which is bad customer service. I called ************, got left on a never ending hold until it finally tried to get me to leave a message. I hung up and called ************. The person I got there was very, very rude, yelled over me, didn't listen to why I was calling, told me I needed to call the 735 #, I told her I tried and never got any 1, she didn't care & kept yelling. I finally told her to stop talking & listen. She got really arrogant, nasty & told me I don't have the right to speak to her like that. If she had just shut up & listened she may've been able to help direct me to get it resolved. Instead was rude & argumentative as if she is superior to me. That's why they're having financial issues because of the lack of ability to hire competent staff. That woman should be fired. I called her a well deserved name before I hung up, likely she didn't hear but she needs to be fired. That will save lots of money not having to pay a rude employee. I called IN which was cited as being your contact info. ******* offered to help but likely can't. She was in an IN store. I decided to move forward with this once I figured out where you're incorporated. I had to do a lot of research to figure it out. All of the #s w/the BBB are wrong too. I want this authorizations released in 48 hrs. If not I will not hesitate to sue you. The clock is ticking.

  Business Response

  Date: 04/17/2024

  Dear *******,
  
  We sincerely apologize for any frustrations that this has caused. Upon review, we are showing that there are 2 failed order attempts made on 4/14/24 under your email address. I am very sorry for the trouble this has caused you. The most common reason this situation occurs is that your billing address does not match the address the card is associated with. You can call our Customer Care Team at ************ and we can try and troubleshoot further. If we are not able to successfully place the order you would need to contact your financial institution to advise them that you are having trouble getting your card to authorize for an online order.
  
  You may see multiple authorizations on your account if you attempted to process an online order multiple times by hitting the "submit" button, even if your order did not process. An authorization is a pending charge or hold on a payment account and is not a true charge. The authorization on your account allows joann.com to make sure the account is valid and has the necessary funds available to process your order. Your payment method is not charged until we ship your order. The release of an authorization may also appear as a refund on a credit card statement, or the authorization may be deleted from the account entirely. The void may take 7-14 business days (or longer, depending on your bank) to appear. You can review this information at *******************************
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 04/18/2024

   I am rejecting this response because:

  I did not get a response from the business via their online only contact for 72 hrs. When I did I got the same do nothing response that I just got from corporate. The 2 authorizations are STILL on hold on my account, my address is correct so it's not my bank it's your merchant card processing company that caused the problem. I am not new to the world, dislike being insulted by company's that are completely clueless, and don't understand card transactions. This is a DEBIT not a CREDIT card! The funds are held from my available balance until you release it!!! That means I can't use MY money because of your stupidity! You need to call your merchant card company, tell them to release both of those transactions so I can use my money to pay my bills! You have $30 of my funds tied up over your stupidity and ignorance of how cards work. I had to chew out 2 of your moronic employees via email yesterday over this issue. I will not do business with you again! I don't want the bags and will find them else where, with a more reputable company that's not going through bankruptcy. Your customer service at the corporate level is atrocious! Since the 14th you've been holding my money illegally rather than getting on the phone, and telling your merchant to release the authorizations. It's not rocket science, you just have to have common sense! My bank is not to blame you are. All companies try to blame banks thinking everyone is totally stupid. The only stupid people are greedy corporations that have ill trained staff working for them. I called the 656 number and got that rude rep that you have yet to address in my complaint, which tells me you support her horrific attitude. What's my incentive to keep doing business with you???? I have none! You completely avoided fixing the problem and deflected as all inept companies do. Thank you for showing me who you really are. You've lost me as a potential or repeat customer. Everyone has competition and that's the motto I live by. I'm going on Google and blast you so people know you're going through bankruptcy, suck at processing online orders because your merchant card company is inept too! You suck and can shove your response where the sun doesn't shine! I'm not sitting on hold then being transferred again to a voice mail, to wait days for some moron to call, or never contact me that has no clue how to do anything except deflect and avoid resolving problems. You deserve nothing more but to go out of business! I have zero sympathy for you. Good riddance to bad rubbish!!!
  
  
  

  Business Response

  Date: 04/24/2024

  Dear *******,
  
  We apologize for any inconvenience this situation may have caused. The authorization hold is automatically released on our end, but it may take a few days for your card issuer to release the hold on their end. If necessary, we can submit a formal request to your bank to expedite this process. To proceed with this request, please contact us at ************************** with the following information:
  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:04/12/2024

  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.

  Joann store sold me a defective ****** sewing machine and they refuse to refund this item that was broken when we took it out of the box. ****** will only repair and not refund this machine and is only giving the option to take/get it to a repair center over 3 hours away at my costs. I was sold a defective good and can do nothing to return this defective good. It was not on the receipt at Joann that this was their policy nor labeled anywhere in the store that we would not be able to return.

  Business Response

  Date: 04/15/2024

  Dear ****,
  
  We apologize for the inconvenience regarding the defective sewing machine you recently purchased. As per our return policy, which can be accessed at *********************************************************************, electronics must be returned with a receipt and in an unopened box. If the products are damaged upon purchase or become defective within the warranty period, we recommend contacting the manufacturer directly for assistance with repairs or replacements covered under their warranty.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 04/16/2024

   I am rejecting this response because: this policy is not acceptable as it is not listed anywhere in the store and you wouldn’t know this was the policy until after purchase and opening an item.  This gives the consumer no actual information until it is too late and they are stuck with broken goods.  We will no longer shop at Joann as this store is not in line with how a retailer should operate in 2024.  I hope others don’t make the same mistakes and I will ensure I tell all my sewing groups about Joann’s horrible customer service and bad policy’s that are very customer unfriendly so they know to avoid these stores.
  

  Business Response

  Date: 04/24/2024

  Dear ****,
  
  We apologize for any inconvenience caused by our current return policy. Your feedback will be shared with our team for review and future consideration regarding the policy for sewing machines.
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 04/29/2024

   I am rejecting this response because: ****** says to take the machine to the store of purchase for an exchange and Joann says they will not accept the exchange. This is unacceptable and I didn’t receive proper working goods for my purchase. I’m not asking for a lot, I am simply asking for a refund (Joann won’t be out money because they can return to ****** as defective) or an exchange for a working machine.
  
  
  
  

• Initial Complaint

  Date:04/08/2024

  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 singer 4411 less than 30 days. The machine is defective as the tension is messed up. I returned to our local store & they refused to accept the return. They told me I had to contact Singer, which I did. I was told I had to take it to a singer authorized repair shop, which there isn't any in ******, **. We do not have roads from ****** to other cities. They said I would need to pay for shipping. That is unreasonable as shipping costs are more than the purchase price. This is not good customer service & I would like a refund.

  Business Response

  Date: 04/09/2024

  Dear *****,
  
  We apologize for any inconvenience caused by your recent sewing machine purchase. As per our return policy (*********************************************************************), electronics must be returned with a receipt and in an unopened box. If products are damaged upon purchase or become defective within the warranty period, we recommend contacting the manufacturer directly for assistance.
  
  Unfortunately, since the machine has been opened, we are unable to accept the return in accordance with our policy. We recommend reaching out to the manufacturer for any repairs or replacements covered under the warranty they provide. Thank you for your understanding.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 04/09/2024

  It is imposible to return a defective machine without opening the box! I did reach out to the manufacturer and they also did not provide any help. Since ******, ****** doesn't have an authorized rep, the burden is on me. This is not fair to customers for Joann's to knowingly sell sewing machines in an area where their is no repair service. I am elderly and on a fixed income. My complaint stands & I will not recommend Joann's for purchasing sewing machines in ****** ****** or other communities. I intend to submit my complaint to the newspapers to make this known if a refund is not honored.

  Business Response

  Date: 04/16/2024

  Dear *****,
  
  We apologize for any inconvenience caused by our return policy. Please be advised that our policy prohibits the return of opened machines. We recommend reaching out to the manufacturer for assistance in the event of a defective machine, as they provide the warranty and handle any necessary repairs or replacements. Your feedback on our current policy will be shared with our internal teams for future review and consideration. 
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 04/16/2024

   I am rejecting this response because:
  The manufacturer does not have an authorized sewing machine repair shop in ******. ****** & was told I am reponsible for shipping to have it repaired.
  
  

• Initial Complaint

  Date:04/02/2024

  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 placed an order via Joann's website on 3/13 and have not received it yet. They took my payment out on 3/15. I cannot get clear or helpful answers from customer service or in contact with the corporate office. They will not cancel or refund my order nor will they send a new shipment. I need these display cases for an upcoming banquet. I bought them because they were on sale and was never told they were out of stock so I would rather get them. Please help. I tried to wait and not file a complaint, but they are leaving me no choice. Please see my "Message sent via Joann's website on 3.24" attachment for more details.
  
  Thank you.

  Business Response

  Date: 04/02/2024

  Dear *******,
  
  We regret any inconvenience caused by this situation. After reviewing your order, we have found that it was marked as shipped in our system. Unfortunately, a tracking number was not provided due to a system error when the shipping status was updated. Our customer care team had to contact the warehouse to confirm the tracking number before they could assist further.
  
  We have confirmed that the tracking information for this order is unavailable, and the package is considered lost in transit. As a result, the order has been fully refunded. You should see this refund reflected on your original payment method within 3-5 business days.
  
  If you wish to reorder these items, we would be happy to offer the same sales pricing and free shipping on the new order. You can place the order on joann.com and email [email protected] with the order number once the order has shipped to receive credit for any price increase and standard shipping costs. Alternatively, you can call ************ to place the order over the phone with an instant price match and waived standard shipping. Thank you for your understanding.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 04/06/2024

  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:03/29/2024

  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 tried to place an order for yarn on the website and was using a gift card. The website stole $50 off my gift card and when Im trying to get the money back, they are fighting me about giving me the money back. First of all, they are saying it takes 24 to 48 hours because they dont reload gift cards, they have to issue new ones.

  Business Response

  Date: 03/29/2024

  Dear ********,
  
  We apologize for any inconvenience caused. Upon review, we can confirm that a failed order attempt was made with the gift card resulting in the depletion of its balance. Unfortunately, we are unable to reload the gift card balance. Therefore, a new gift card has been issued to your email address. This process typically takes 1-2 business days, and we can confirm that the new gift card was issued today. If you are unable to locate the email, please visit the website provided below. By entering your email address, you will receive a link to our *************** Portal where you can request the virtual gift card to be resent to your email address. Thank you for your understanding.**********************************************************************************
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:03/28/2024

  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 made a purchase in store and returned it back to the store. A refund was not issued to me. It went back to a card that isn’t associated with me and I still haven’t received a refund for a return done in January 2024.

  Business Response

  Date: 03/29/2024

  Dear Marissa,
  
  We sincerely apologize for any inconvenience this situation may have caused. Upon review, it appears that the last 4 digits of the card used for the 1/3/24 purchase were the same as the one used for the 1/7/24 return. The refund was successfully processed by JOANN on 1/7/24, and the reference number for this transaction was provided to you in a previous email from Customer Care. If you have not yet seen the refund reflected in your account, we recommend contacting your financial institution directly and providing them with the reference number for further assistance.
  
  Please note that ****** has confirmed that refunds for purchases are typically returned to the card on file rather than the temporary card used for the transaction. We also suggest reporting the return to ****** through their app for additional support on their end.
  
  Sincerely,
  
  JOANN