Business Profile

Fabric Store

Jo-Ann Stores, Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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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:02/24/2024
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.
Edit
Description of complaint:
I purchased online a Ditto Pattern Projector from Joann Fabric using Klarna. The purchase price was $660.40. I made four payments to Klarna of $165.10 on September 17, 2023, October 3, 2023, October 24, 2023, and October 31, 2023. I paid using my **** debit card ending in 4242. After receiving the item, I decided I didn’t want it, so I returned it to a Joann Fabric store in person on January 21, 2024. I was told I could only receive a refund through Klarna. I was given a paper receipt, listing order no. ***********. Joann charged a $25 restocking fee, so my refund was in the amount of $635.40. The receipt states that the return was made to a **** card ending in ****, with the approval code ******. I do not have, and never have had, a **** ending in ****. I contacted both Joann and Klarna repeatedly, attempting to recover my refund. Joann gave me a transaction number ********* ******. Joann insists that the money was returned to me, to a **** ending in ****, but I have no such card. I spoke to a Joann representative by phone, who told me the refund went to Klarna, since Joann had received payment from Klarna. I then spoke with a representative of Klarna by phone, and that person confirmed that Joann had returned the money to a Klarna **** card ending in ****. The Klarna representative said Klarna had initiated a return to my bank account in the amount of $635.40 on February 6, 2024, and it should post by February 16, 2024. When it did not post, I have contacted both Joann and Klarna repeatedly. Both now insist that the refund has been issued to me. It has not. I note that my Klarna app history reflects activity in September 2023 in the amount of $660.40, and activity in January 2024 in the amount of $635.40. This proves that Joann sent the money to Klarna in January. Otherwise, Klarna would have no reason to know the refund amount of $635.40, which was $25 less than the purchase price because of the $25 restocking fee. Klarna or Joann must pay me $635.40.
Business Response
Date: 02/26/2024
Dear *******,

We deeply regret any inconvenience caused by this situation. Our records confirm that the return processed in-store on 1/21/24 has been successfully completed on our end. Please note that in-store refunds for purchases made through Klarna are not directly processed to Klarna, but to the card linked to your Klarna account.

Our Customer Care team has provided a reference number for the refund, which can be used to assist your bank in verifying the refund status if it has not yet been reflected.

For any further assistance regarding the return process on Klarna's end, we recommend reporting the return through Klarna. This can be done via the Klarna app or web portal by locating the purchase and selecting the option to report a return. Please ensure to provide the receipt as evidence of the return to Klarna.

Sincerely,

JOANN
Customer Answer
Date: 02/27/2024
I am rejecting this response because:
Joann is still misunderstanding their error and failing to take responsibility for it. The return was not made to “the card linked to my Klarna card,” if by that you mean my credit card I used to pay Klarna in the first place. It went to a Klarna-created ****. Klarna still had to initiate a refund to my bank account or the credit card I used to make the purchase. Klarna refused to acknowledge until recently that the refund was in its possession. If Joann is going to use Klarna to lure people to buy expensive items, it should understand the process Klarna uses and make sure refunds are processed appropriately. I keep getting the same answer from Joann, that the refund was processed to my bank. That’s incorrect, and Klarna has acknowledged that the money was returned to it. I will not close this complaint until I have received the refund check Klarna has said it has mailed to me.
Initial Complaint
Date:02/23/2024
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 made a return on 11/26/2023 in store and have never received my refund. Contacted store they said it is an issue with corporate and I would have to email. I emailed 2 times and have never received a response.
Business Response
Date: 02/26/2024
Dear ********,

We apologize for any inconvenience this may have caused. Our records indicate that your refund was processed on 11/26/23 and you should receive an email from Customer Care shortly with the reference number for the return. Please provide this reference number to your bank for further assistance with the refund.

Sincerely,

JOANN
Customer Answer
Date: 02/29/2024
I am rejecting this response because:
The refund that was issued was not my card. The store used their system to issue the refund not the actual card. The card refunded is not my card or the card I purchased with. The need to figure out who they refunded but it certainly was not me.

Business Response
Date: 03/06/2024
Dear ********,

We apologize for any inconvenience this process may have caused. Our Customer Care team has reviewed the information provided for the purchase and returns and have determined that it does not align with the referenced order. They are requesting additional details for the return in order to further assist you. If you are able to provide the return receipt for the order in question, our team will be more than happy to investigate the matter further. If the return cannot be verified on our end, we recommend reaching out to Klarna directly for further assistance. Thank you for your understanding and cooperation.

Sincerely,

JOANN
Initial Complaint
Date:02/17/2024
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 received from this company a $25 gift card. I went to use it on ******* 19, 2024 online and it wouldnt accept the gift card. I then called and waited almost 30 minutes to get a live representative to place the order and use the gift card then. I was told by the representative that there was a $0 balance. I had never used the gift card up until this date so the full $25 should be on the gift card. The representative tried running it again and the same thing $0 balance. The representative told me that not to worry he would have the gift card looked into on their end and Id be contacted later. I never heard from Joanns again. I thought I would take the gift card in store and try it on a skein of yarn and it worked. I was unable to use the $25 gift card on that ******* order that was almost $28 and unable to use it online where items are usually cheaper than in store but I can use it in store. I tried to use it again online and Im unable to. I would like a new $25 gift card that I can use online as I do most of my shopping online or online store pick up as items are cheaper purchasing that way.
Business Response
Date: 02/20/2024
Dear ********,

We're so sorry for any inconvenience that this has caused. Upon looking into the gift card that was issued to you on 11/22/23, we are showing that the gift card is active and some of the gift card was redeemed on 2/17/24. We are not showing any errors with this card on our end at this time. If you are still experiencing trouble with the gift card, please reach out to **************************************** and we can assist further from there.

Sincerely,

JOANN
Initial Complaint
Date:02/15/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased online on January 21, 2024
Order #*********** Item missing ,order was sent out in three separate packages.
Item# ******* Susan Bates plastic needles. Price $2.06. Was never sent
I have contacted Joann.com. Three times I haven’t received any reply from them I never received any invoices. It’s all in my account with them
Business Response
Date: 02/16/2024
Dear ********,

We deeply regret any inconvenience caused by this matter. Our records indicate that a refund of $2.22 was successfully initiated on 2/3/24 for the missing item. It is worth noting that our representative promptly addressed your inquiry and notified you regarding the refund for the missing item.

Should you wish to reorder the item, kindly reach out to us at ************ during our operational hours of Monday through Friday from 9am to 6pm EST. Our team will be more than willing to assist you in placing a new order at the same sales price and with complimentary shipping.

Sincerely,

JOANN
Customer Answer
Date: 02/16/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
Date:02/12/2024
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.
Received item damaged. Told ***** driver to take back and he refused, said that is how they received it from shipper. Was passed two two different representatives, ******* and ****** who refused to help. Requested they send a replacement. They refused, told me I would have to buy another item. This was shipped to me from another state. I cannot return it and am old and cannot carry this to a car and drive it to a place. Asked for supervisor and got the same two people as before. They refused to help me. This is bad service and I paid a lot for this item. I want a refund and will go to another company to spend my money since they refuse to help.
Business Response
Date: 02/14/2024
Dear ******,

We sincerely apologize for any inconvenience that this has caused! We're so sorry to hear that your order arrived damaged. Unfortunately, we do not have the ability to replace the product without a new order being placed. According to our records, we were issuing a return in which the item would be picked up by *****. We have requested that ***** retrieve the package from your home on 2/15/24. The ***** driver will bring your return label to the pickup location when they pick up the package between 9AM-5PM. If the package cannot be picked up, the driver will attempt to collect the package on each of the next two business days. If, after three attempts, the package has not been picked up, the driver will return the label to *****. If you will not be at your residence, please leave the package out front for collection. After it has been shipped back to us you will see a refund back to your account in about 2-3 weeks.

We are also showing that a 20% discount has been applied to the order via a refund. You should see this refund reflect on your original payment method within 3-5 business days.

Sincerely,

JOANN
Customer Answer
Date: 02/15/2024
I do not have the time to wait for a refund to be issued and then buy another that will likely be damaged as well. I chatted back in and got someone that was not as rude as ******* and ****** and demanded they refund me 20% for the issue. They were told to not send *****. When you ship it damaged and ***** says that is the condition you have it to them in, YOU should provide an immediate reshipment. I don’t care what your policy is, it needs to be reviewed. Also train your people to not be rude and to not yell at people or treat them poorly. CUSTOMERS PAY YOUR WAGES
Initial Complaint
Date:02/09/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Feb 7th (***********) and 9th (***********), ****, I placed online orders, each for 16 different items. All items were "in stock" and available for shipping on the website. Unfortunately, both orders were cancelled in their entirety with the email I received stating the items were unavailable. I received the cancellation email within minutes of placing the order. If this companies can cancel an order within minutes, why cant they keep their website up to date as to availability? In my opinion, this is a deceptive business practice. They have items showing available, when they KNOWINGLY dont have it in stock. I can understand an item or two being unavailable, but the entire order of 16 items is unlikely. They baited me in with their sales and availability, only to cancel it minutes later. Now, I have 2 charges ($86.60, $83.61) on hold on my bank account. The cancellation email states they will be removed "soon". What does that really mean? If this company had been honest in its practices, I would not have placed this order (twice), gone through customer disappointment and frustration, spent time filing a complaint. or had my money on hold in my bank account. I would have shopped with an honest business and I would be expecting my order within a week. Deception doesnt pay. live and learn.
Business Response
Date: 02/12/2024
Dear ****,

We sincerely apologize for any inconvenience that this has caused. According to our records, these orders were cancelled due to an automated 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 reply to customer care 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)

When your order was submitted, your card issuer may have placed an authorization hold on your account to ensure that the funds needed for this order remained available. Any hold placed on your account will be removed in accordance with your card issuer's policy as JOANN will not collect these funds. (Typically within three to five business days. Prepaid and non-traditional account holders may notice that the hold takes longer to expire.) If you have any remaining questions regarding the hold on your account, please contact your card issuer directly.

Sincerely,

JOANN
Initial Complaint
Date:02/02/2024
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 sewing machine from this business on 2/1/2024. It cost $139.99 plus tax. I immediately opened it when I returned home and discovered the machine is broken as the bobbin winder won't engage and the needle doesn't move. It is useless because you can't sew with a machine if the needle doesn't move. I took it back to the store on 2/2/2024, packed neatly back in the original box with all the attachments and my receipt and asked to exchange it for the same type of machine. The store refused to exchange it and said I have to work instead with the manufacturer. I called Joann's customer service line and they said the same thing, that their policy is to not accept returns or exchanges of sewing machines. I checked the Singer warranty instructions and I would either have to drive 2 hours each way to drop it off at the nearest place for repair or PAY out of pocket to ship it to a warranty center. It is a brand-new, never-used machine that I purchased less than 24 hours ago. I was sold a broken machine. Why would I, the consumer, have to pay a single cent in order to have it repaired when it was sold to me broken?
The receipt I was handed states "Returns with a smile are super easy! .... You can return Joann purchases any time with no hassle." Buried in the T&C on their website it does say that they don't accept returns of electronics. But had I known this in advance of making my purchase, I NEVER EVER would have bought the sewing machine from Joanns, it's way too risky for an expensive appliance. Nobody informed me of this restriction, it wasn't posted anywhere in the store, and it's not stated on the receipt. In fact there's a note on the receipt that says "subject to restocking fee" which tells me they SHOULD accept a return of the machine with a fee. I relied on my past experience with Joanns that if an item is damaged, you can exchange it with the retailer for one that works.
Business Response
Date: 02/06/2024
Hi *********,
As stated in our return policy we cannot accept sewing machine 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

Customer Answer
Date: 02/06/2024
I am rejecting this response because:
Joanns sold me a broken machine. I have a receipt that says hassle free returns at any time. I just wanted to exchange the machine like-for-like for one the works. To refuse the exchange feels fraudulent. Nobody in store warned me that I wouldn't be able to return it and nothing on the receipt says it can't be exchanged. There were no signs warning that it couldn't be returned. You're pointing out some online your terms but Joann's didn't inform me these terms existed until after I'd already completed the purchase. I never consented to those terms.
Incidentally, I went fabric shopping at one of your major competitors (rhymes with Snobby Bobby) and their sewing machine display has a prominent warning sign that they don't accept returns. Joann's has no such sign.
I repeat, I absolutely never would have bought a sewing machine at Joann's if I'd been informed in advance I couldn't return it even if broken, that's too much of a gamble on an expensive device.

Business Response
Date: 02/09/2024
Dear *********,

We deeply apologize for any inconvenience caused. Although the receipt does not fully outline our return policy due to spacing constraints, it does include a link to access the complete policy. Regrettably, our policy stipulates that opened machines cannot be returned. In the event of a defective machine, we recommend contacting the manufacturer directly for support regarding repairs or replacements covered by their warranty. Moreover, we will be forwarding your feedback concerning the visibility of our policy in-store to our teams for evaluation and potential implementation in the future.
Sincerely,

JOANN
Customer Answer
Date: 02/12/2024
I am rejecting this response because:
I'm still left with a broken machine and holding the bag on shipping costs to send a giant box/heavy machine back to the manufacturer. The retailer should be responsible for replacing the machine because it was defective at the time of purchase, in breach of the warranty of merchantability.
Moreover, according to you I should have been aware of the limitation on returns because some URL was printed on the back of my receipt. But I wasn't informed of those terms until after the sale was completed, when you handed me my receipt with the URL printed on the back. At which point you say the machine is not returnable. So I was never given an opportunity to reject those terms by returning the item or choosing to not purchase in the first place. Jo-anns is holding me to terms that I never had the opportunity to accept or reject, making this a contract adhesion.
I'm an avid hobby quilter and thus spend an embarrassing amount of money on new fabric every month but rest assured, Jo-anns won't be getting another cent from me as they're not a trustworthy retailer.
Initial Complaint
Date:01/30/2024
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.
On January 18, I placed an order which qualified for free shipping. Order number ***********, which included 18 items, with a total of $64.13. An hour after placing the order, I received an email saying that the order was cancelled. I called customer service that afternoon to inquire about why it was cancelled. After speaking with someone logistics, the customer service representative told me that the order was automatically cancelled because it contained items that would have to be sourced from too many different warehouses.

She advised me to split the order up into two different orders, to prevent the orders from being cancelled. I told her that would be an issue because if I placed the orders this way then I would not qualify for free shipping. She told me she was making a note on my account and to call back after I had placed the orders and that then they would refund my shipping costs, since my original order had been cancelled.

I separated the items into two orders (*********** and ***********, total cost $83.64). When I called back and explained my situation, a different customer service rep said that he saw no note on my account and that they would not be able to compensate me for the shipping ($20) that was incurred. Which I had been told I would be able to get compensated for and for simply following the instructions that the other customer service rep had given me.

On top of that, items have been taking forever to get shipped, items are being shipped out piecemeal in a way I have never seen from any other company, and this whole experience has made me feel like Joann has the worst warehouse system and online ordering system that I have ever seen.

Refund the $20 in shipping that I was told I would be compensated for and for which I was originally eligible for when I placed the order that was cancelled for no reason.
Business Response
Date: 01/31/2024
Dear ****,

We sincerely apologize for any inconvenience that this has caused. At this time, the shipping has been refunded on both orders. You should see this reflect on your original payment method within 3-5 business days.

Sincerely,

JOANN
Initial Complaint
Date:01/30/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered on 11/24/23 for a total of $236.23. My order was supposed to arrive within 6-10 Business days so i should of had it in time to get christmas gifts finished. the order never arrived i reached out to their customer service phone number on 12/7 to check the status of my order as it was still in "in progress" status not even shipped yet. i was told they had delays but that it was still coming. i told the lady i spoke with that i just wanted to cancel the order and i would just drive the 2 hours to the closest store near me to go get what i needed instead as my order would not make it in time. lady informed me they were not able to cancel the order in its current status but that once the order shipped i could call back and get a full refund of the order and if and when the order ever did show up to either keep donate or trash the items. i had the lady repeat it several times as the calls are recorded to cover my **** and make sure i would get my money back due to having to drive 2 hours away and spend another $236 dollars to get my order again. i called back on 12/19.12/20,12/22,12/27,12/28,to try and get my refund processed and every time i called i was unable to reach anyone due to them cutting off their phone customer service. i then sent several emails and texts to their number as those were the alternative methods to reach them. i have yet to get a response on this matter and have yet to receive my refund or my items this has got to be the WORST customer service i have ever had to deal with and that is saying alot i ended up having to dispute the charge through my bank and the investigation came back that the bank was told the items were delivered and they were not. i also have requested a return label on a seperate order that i needed to return and can not even get that from them either the only correspondence i have got from them is the automated message of we received your request i want my $236.23 back and a return label . order number ***********
Business Response
Date: 02/02/2024
Dear ****,

We sincerely apologize for any inconvenience that this has caused. According to our records, this matter has been resolved through Customer Care.

Sincerely,

JOANN
Customer Answer
Date: 02/05/2024
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. A refund was issued in a timely manner
Initial Complaint
Date:01/30/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To whom it may concern, I am extremely disappointed in Joann fabrics as they will not get back in touch with me, and I have written them multiple emails along with corporate number does not work, I placed an order in January, and still have not received it. My order number is.*********** the item number is********
Business Response
Date: 01/31/2024
Dear *******,

We sincerely apologize for any inconvenience that this has caused. According to our records, item number ******** is being shipped with ***** tracking number ************.

Sincerely,

JOANN
Customer Answer
Date: 01/31/2024
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.

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Jo-Ann Stores, Inc. is NOT a BBB Accredited Business.