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:01/29/2024

  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.

  ON 1/27 I made a purchase online with Joanns. I used my PayPal cc for payment. I checked my ship to address and confirmed it was correct. I proceeded to complete the order. There was no screen that showed up to confirm the ship to address. I received an email minutes later with an address I have not used in over 10 years. I immediately reached out to both PAYPAL and Joann customer service. PayPal informed me there is a computer glitch with Joanns platform and this is not unusual. Joanns advised i should reach out to the shipper. The Shipper (Fed Ex) advised that the package can in fact be intercepted but must come from Joanns. I have advised Joanns of ***** willingness to assist . After further investigation via BBB site there are numerous complaints regarding this matter. Furthermore Joanns is aware of this computer glitch, AND HAVE ACKNOWLEDGED ( see previous complaints) however continues to conduct business via this method. I ASK THAT THIS BE INVESTIGATED customers should not absorb the cost of Joanns unwillingness to invest in a a payment platform that is reliable.

  Business Response

  Date: 01/31/2024

  Dear *****,
  
  We deeply regret any inconvenience caused and offer our sincere apologies. Regrettably, we are unable to alter the shipping address or arrange for the return of the packages to the sender due to limitations imposed by the selected shipping method. As per our records, a request was submitted to ****** but it was denied due to the shipping method used. Consequently, we have processed a complete refund for your order. Please allow 3-5 business days for the refund to be reflected on your original payment method.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:01/24/2024

  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.

  Attempted to make a purchase of a sewing machine on 1/24 for a total price of $105.99 (taxes and shipping included).
  
  Every single time I attempted to checkout, I was redirected to back to the checkout screen because my payment information was "invalid." Okay, I thought human error, I probably entered a number in wrong.
  
  Not only did I enter my information in a few more times, but I also had my wife do it because I thought I was going crazy.
  
  Finally gave up and took a look at my bank account, and there it was. 8 SEPERATE transactions of $105.99, totaling $847.99 yet no receipt, email, or text confirmation of my purchase. In fact, my Joann website screen still says invalid payment information. I'm not sure how a business can move forward with preauthorizing a purchase on my card 8 separate times but not even have the purchase confirmed on their website or through some form of communication.
  
  This practice is extremely shady, borderline illegal.
  
  I have reached out to customer service as I'm writing about this issue, however I did some research and it's a very common issue that everyone should be aware of. Under any circumstances DO NOT purchase anything using the Joann website, if you choose to purchase from Joann ONLY PURCHASE IN-STORE.
  
  If Joann does not resolve this issue immediately, I will be disputing with my bank.

  Business Response

  Date: 01/25/2024

  Dear ****,
  
  We sincerely apologize for any inconvenience that this has caused. Upon review, we are showing that there were multiple failed order attempts made under your email address for the sewing machine. 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

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an on-line order on January 8, 2024 with *********. I received an acknowledgement on the same day. As of today (January 23, 2024), the order is still in the processing phase. The Company policy is that shipping is between 6-10 business days. I called customer service today to cancel the order and seek reimbursement. They said that they cannot cancel or reimburse me until the order is out of the processing stage. I had to notify them that the order is past the shipment allotted date. No explanation was given as to why the order is still in the processing stage. This appears to be consumer fraud because they will not reimburse me until it's out of the processing stage, and they cannot give me a timetable as to when that will happen. The order number is ***********.

  Business Response

  Date: 01/24/2024

  Dear ******,
  
  We offer our sincere apologies for any inconvenience caused. Some of our fulfillment centers are currently experiencing delays due to the high volume of orders. We deeply regret any inconvenience caused by this delay. Please be aware that our website, *********, states that orders cannot be canceled or modified once submitted. Our automated systems do not allow for these functions to be performed. Furthermore, please be advised that payment for orders is not collected until the order is shipped. Therefore, refunds cannot be processed until the order has been shipped. Based on our records, your order has already been shipped and is scheduled to be delivered by the end of the day on 1/25/24 via *****. The tracking number should have been sent to the email address linked to your order.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 01/28/2024

  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:01/22/2024

  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.

  11/27/23: $37.22 spent, Order #*********** 3 items canceled
  12/15/23: $109.50 spent, Order #*********** everything canceled
  Joann’s said they'd send everything I purchased. Within a few hours and sometimes days, items were canceled. Every time I purchased a bulk order, and even times it was a smaller order with multiple items, the order was partially or fully canceled. As I’ve researched false advertising on the BBB website, I feel Joann’s has been false advertising under the following codes: Basic Principles of Codes 1.1 saying, "The primary responsibility for truthful and non-deceptive advertising rests with the advertiser. Advertisers should be prepared to substantiate any objective claims or offers made before publication or broadcast" and 19.4 Bait Advertising and Selling saying, "An advertiser must have on hand a sufficient quantity of advertised products to meet reasonably anticipated demands, unless the advertisement clearly and conspicuously discloses the number of items available or states “while supplies last.” For section 1.1, I expect that unless otherwise noted, an item is in stock, so when I was told the inventory isn't update for up to three weeks from a recent Joann's email, that leads me to believe that Joann's is deceiving the customer. For section 19.4, the same email mentioned before shows that they don't have the inventory amount to meet demands. I purchase items in bulk during sales, it doesn't show on the website they're out of stock, and Joann's should know they need enough items in stock to meet demands during sales. However, this isn't the case. I've never seen "while supplies last" on items I've ordered. Since the website isn't updated in real time, it shows the wrong number of items apparently available. I feel by these examples Joann's is false advertising. In the emails provided, Joann's said they'd honor the sales price if we reordered later but went but went back of their word. Joann’s doesn’t seem to want to resolve the problem.

  Business Response

  Date: 01/23/2024

  Dear ******,
  
  We deeply regret any inconvenience caused by the cancellation of your order. Our records indicate that this cancellation was a result of a sourcing issue. Our system automatically cancels orders when it detects that the items need to be sourced from more fulfillment centers than the maximum allowed. This is done to prevent potential complications and ensure a smooth process. We have communicated your concerns about these cancellations to our internal teams and we are working towards finding a solution to enhance the customer experience. We sincerely apologize for any inconvenience caused.
  
  If you wish to place a new order for these items, we would be happy to reimburse you for any price increases and shipping costs. Kindly divide the original order into multiple orders and place them on our website, *********. Once you have done so, please inform Customer Care of your new order numbers by sending an email to **************************. Alternatively, you can call our Customer Care team at ************ to place new orders with adjusted pricing and shipping. Our office hours are Monday to Friday, 9 AM to 6 PM EST.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 01/27/2024

   I am rejecting this response because:
    
  Joann's in the BBB conversation told me that I need to call customer service to get the original price of one dollar per unit with the free shipping they had offered me. When I called, they only could get 84 units or $84 worth of product out of the 103 I ordered. Here are the following problems I encountered.
  1. The customer service representative said they couldn't order the final 19 items.
  2. As I explained my situation, she didn't understand that Joann's would honor the price I paid earlier and charged me full price. After explaining what Joann's would do, she said she would change the price to a dollar, but I am getting billed for way more than that.
  3. The bills keep coming in my checking account over what had told me for one dollar each. Currently they have charged me for over $140 where it should be under $100. Joann's is overcharging me. I'm worried Joann's is going to keep charging me more because I keep getting emails that orders have shipped. All items have not all shipped.
  4. Each time I receive an email stating items have shipped, the email says the following, "Your credit card has now been charged for the product(s) that have shipped, the original authorization hold will remain until all shipments have completed. If there are items in your order that shipped previously or have yet to ship, you will be charged when the item ships." When I called to make the order to customer service, the representative charged me for all items I'd be receiving, so why am I being charged twice? As the representative and I calculated the total price, the amount I'd pay over the phone made sense. Now, not only did I pay for items over the phone, but I'm also getting charged more than double the original price I paid.
  I'm very frustrated that the Joann's team can't get this easily fixed, and now they're starting to overcharge me. You're stressing me out, and I'm having brain surgery in a couple weeks. I need to get this resolved fast. Please get me ALL the products I ordered with the honored price, one dollar per unit, and reimburse me my money.
  
  
  
  

  Customer Answer

  Date: 01/29/2024

  I reached out to Joann's customer service. Due to their system not working right, I was only able to get some of my items fulfilled. The representative had me pay over the phone. We agreed on $101.29, including tax, or $1 a unit, as the sale offered. I also have emails stating this is the price agreed upon. I assumed since I had paid over the phone, I wouldn't be charged anymore because everything was paid for. However, as items get shipped, I am getting charged more. Not all items have shipped, and I've already been charged more than $45 I should have. I tried calling customer service to get this resolved, but they're not taking calls anymore, which makes me very frustrated, especially when this was the phone number I was given to call. Instead, they said to email customer service. In past experiences with emailing Joann's, it takes weeks to get issues resolved. This issue is messing up my budget, Joann's is taking more money from me than they should, and I'm assuming I will be charged more for the items not yet shipped based on what's happened in the past week.

  Business Response

  Date: 01/31/2024

  Dear ******,
  
  We are very sorry for any confusion this has caused. After placing your order on *********, a temporary authorization will be placed on your payment method. Once your order ships, the authorization will drop and the charge will appear on your payment method. If your order was sent in multiple shipments, you may see split charges for each shipment. The authorization hold is automatically reversed when this happens, but it may take your card issuer a few days to process this on their end. (Prepaid and non-traditional account types may be subject to longer hold times imposed by the card issuer.)
  
  For additional information, feel free to check out our frequently asked questions found at: ******************************.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 02/02/2024

   I am rejecting this response because:
  
  
  I am confused on what you’re trying to tell me. Please call my husband, ********, at ***** ********, so we can understand and resolve this situation.

• Initial Complaint

  Date:01/20/2024

  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.

  January 8th I placed a pick up order which was total $16. Some items were sold out so I didn’t receive them and expected the new balance to reflect after but it’s been 12 days now and the new balance hasn’t reflected still. I’ve contacted their customer service which is almost impossible to get a hold of anyone and impossible to get a hold of via phone which is ridiculous. Finally I get help via email and they won’t help me, saying it’s on Klarnas end to update it which is not true. Then I try to get help via text and they say the same thing which I keep telling them for DAYS now that I talked to Klarna and they keep saying it’s on Joanns end, NOT Klarna. I keep sending proof and keep telling them that I’ve already contacted Klarna but they are refusing to listen to me for some odd reason. They send me the invoice which has the correct total but I keep telling them and showing them that it still charged me the $16 original price and they still will only respond with the same answer, that it’s Klarnas fault which it isn’t because I’ve contacted them several times. I just want somebody to listen to me and see my proof and refund me so I don’t have to deal with this anymore. Customer service is low grade barely existent and I think it’s unjust to not listen to what someone’s saying especially when it comes to practically stealing money from them. Maybe this is a set up and they do this to multiple customers to take more money.

  Business Response

  Date: 01/23/2024

  Dear *****,
  
  We deeply regret any inconvenience that this situation may have caused. When items are cancelled from an order, we promptly notify the card issuer (in this case Klarna) about the adjustment in the order total.
  
  Kindly note that JOANN has only received a payment of $12.07 for this specific order. For any further assistance regarding the necessary adjustment on Klarna's side, we kindly request you to directly contact them.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:01/18/2024

  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 purchased a Cricut Autopress online through Joann store in July 2023. After using the product several times, it was malfunctioning frequently. It had failed to operate correctly about 40% of the time. The autoclose feature is the issue: closing sometimes and not closing at all other times. As well, on more than 3 occasions the control fob display was showing ERROR codes. After several attempts to troubleshoot with the manufacturer it revealed to be a defective machine. I reviewed my purchase documentation which states: "You can return your items free of charge at any JOANN store. See our RETURN POLICY for details on how to return by mail." I called this location and an employee confirmed I can bring in the item with an order number to process the return and get my money back. I brought the item and all documentation to the store about 1 hour after I called on January 18, 2024. The employee at the store told me she can't accept the return because the box was opened. I referred her to my documentation showing eligibility for return. She refused the return. I called the customer service line for JOANN store and they are refusing the return of a defective product they sold to me.

  Business Response

  Date: 01/23/2024

  Dear ******,
  
  We apologize for any inconvenience caused by the malfunctioning of your Cricut Autopress. According to our return policy, which can be found at the following link: *********************************************************************, electronic items must be returned with a receipt and in their original, unopened packaging. If the product was damaged upon purchase or becomes defective within the warranty period, we recommend contacting the manufacturer directly for further assistance with repairs or replacements covered under warranty.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 01/23/2024

   I am rejecting this response because:
  My documentation of sale from JOANN store does NOT state items cannot be returned after being opened. My documentation of sale from JOANN store states the item CAN be returned to any JOANN store free of charge (no wording about machines or boxes). 
  The manufacturing company Cricut does not allow returns later than 5 days after purchase; I could not have returned the defective product to the manufacturer within this time period because the item was delivered MORE than 5 days after my purchase from JOANN store (shipped from JOANN store). 
  
  I was sold a defective product by JOANN store. I could not know the item was defective without opening the box. 
  
  

  Business Response

  Date: 01/24/2024

  Dear ******,
  
  We apologize for any confusion. The receipt you received upon purchasing the machine includes the return policy on the back, along with a link to the complete return policy, which was also provided in our previous response. According to the full return policy, electronic items like the Cricut machines cannot be returned if they have been opened. Additionally, if the machine is defective, the policy advises reaching out to the manufacturer for assistance. Although the manufacturer cannot facilitate a return for a machine not purchased from them, they can help with any necessary repairs or replacements covered under the warranty they provide.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 01/25/2024

   I am rejecting this response because:
  
  
  My receipt does NOT show the return policy you claim it does. Maybe it "should," but it DOES NOT.
  JOANN store made almost $700 of my money by selling a defective item to me.
  I do not accept the business' refusal to take accountability for FAILING TO DISCLOSE the full return policy on my documentation/receipt of sale, as well as SELLING CONSUMERS DEFECTIVE PRODUCTS right out of the box. 
  It is seeming more and more likely that JOANN store sold the item fully aware it was defective to make a profit off of unprotected and vulnerable consumers. 
  
  

• Initial Complaint

  Date:01/16/2024

  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.

  On 24 Dec 2023 I purchased a Joann's gift card for $75. At the time, Joann's had a promotion promising an additional $20 reward card with the purchase of a $75 gift card. I received the $75 gift card, but I did not receive the $20 reward card. After I logged a couple complaints, which were through "***************************," I received a $10 reward card. This is half of what it should have been. I sent in another complaint, but the same $10 reward card was resent. Now we are approaching the expiration date of the reward card (20 Jan 2024), which has not been extended, and I have received only have of what was indicated in the advertising promotion.

  Business Response

  Date: 01/17/2024

  Hi ****, 

   

  Our gift card team has confirmed that the $20 reward card was sent to ********************* and was able to be sucessfully viewed. We are very sorry for any confusion that this may have caused. 

   

  Thank you, 

  JOANN Customer Care

  Customer Answer

  Date: 01/18/2024

  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.  Joann Fabrics issued a second $10 reward card, which fulfills the obligations described in their promotional flyer. Thank you.

• Initial Complaint

  Date:01/12/2024

  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 am writing to complain about a systemic breakdown in the online ordering area of Joann Fabrics. I placed an ONLINE order on the Joann website on 11/25/23. Seventy-nine days later (1/12/24) I have yet to receive all of my order.I received notice (11/29) that one item was out of stock, though it still showed in stock throughout this time. I requested a substitution, and it was sent..... to the wrong address. After (2) hours on hold again (12/8), I was promised a replacement to the replacement. It took several weeks, but that item finally arrived.Meanwhile, the rest of the order was just sitting in queue with the status "Processing". At this point, I got on their ******** and ******* pages to see if Joann had made any announcement regarding their difficulties with order processing. Not a Word. Instead, they are offering online deals. i did discover that hundreds of other customers were posting complaints in the threads regarding the same issue with delayed orders.I called again (12/15) to see if there was a chance of receiving my order before Christmas. i was told that there was an issue in the fulfillment center resulting in a delay in processing. After some complaining, I was promised that I would be credited back 100% for the remaining order items because of the issue (I have a confirmation email of this).I received another shipment today (1/12/24) - it was a single item, even though I ordered (2) of that exact item. As of this writing, I have a notice that an additional shipment is delayed, but en route - and there are still items "Processing". *I am also being charged for these items as they ship*, despite the promise that I would automatically receive a 100% credit upon their finally being sent.Joann has removed their phone number from the CONTACT US section of their App, and replaced it with an email form. I have tried calling nonetheless and an gave up after cycling through their recorded hold messages.

  Business Response

  Date: 01/15/2024

  Dear *****,
  
  We deeply regret any inconvenience caused by the delays we encountered. As per our records, this order has been successfully processed and a full refund has been initiated today. Please note that the second refund should appear on your original payment method within 3-5 business days.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:01/11/2024

  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 1/7 I placed an order (***********) for a piece of furniture through their website and paid through paypal. Normally when you place an order for anything online, there's generally a confirmation screen to make sure that all the information is correct, however there was no confirmation screen here. It was only after the order was submitted that I noticed that the shipping address that paypal provided was incorrect. I reached out to them immediately and was told that there is no way to change or modify an order after it's placed due to "fraud and abuse" issues. This was an issue because the address was wrong, and I wouldn't be able to receive the shipment at the submitted address. I was then told that once the item has shipped and delivered I would be able to call in an request a credit to place a new order. This of course was unacceptable, as there was no way to confirm the order information before submition. Regardless, they made no attempt to cancel the order or correct the shipping address. They advise taht once the item ships, I can reach out to the shipper to arrange an alternet shipping address - this is garbage advise as shipping companies will only change shipping addresses is the shipper contacts them, and they refused to do so.

  Business Response

  Date: 01/12/2024

  Dear *************,
  
  We deeply regret any inconveniences that this situation may have caused. Please be informed that our current systems are automated and therefore unable to modify the shipping address for an order once it has been placed. However, our ************* team has already submitted a formal request with ***** in order to update the shipping address on your behalf. Rest assured, you will receive timely updates from ***** as soon as new information becomes available.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:01/11/2024

  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.

  Over the last year I have placed multiple store pick up orders and the Veterans Parkway location and I almost always have items canceled due to either horrible inventory or maybe they are just not opening shipments. In order to use 20% off coupons you have to order online to pick up in stores. I always choose items that show at least 3 in stock due to their issues. Last night I ordered 6 different color skeins of yarn, all with anywhere between **** in stock. I just received yet another ** Oh email telling me that 5 had been canceled. This location absolutely refuses to answer their telephone, the store is an unbelievable mess and the inventory is seriously out of control. I have never seen a manager in there in the last year. Not once. They relocated from a location where they were almost out of business, they are driving this location in the same direction. This location is void of any customer care, any manager, any store care. I will follow many of my crafting buddies and now walk away from JoAnns since they do not care about any of these issues. They are unreliable.

  Business Response

  Date: 01/12/2024

  Dear ****,
  
  We sincerely apologize for the inconvenience caused by your recent pick-up orders at the *************** location. We will promptly share this feedback with the Store Leadership team in charge of this specific location. Rest assured, we are committed to addressing your concerns in the most suitable manner possible.
  
  Sincerely,
  
  JOANN