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:06/12/2023

  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 bought a sewing machine got it home it was broken. Called the store explained the problem they said they would exange it. Took it back to the store and then was told no they would not exchange it . would have to go through the manifacture.

  Business Response

  Date: 06/13/2023

  Hello *********,
  
  Please accept our apologies for any disapointment this has caused. We are sorry to hear that you have had a negative experience with your recent purchase. We encourage you to view our return policy which can be found here: ********************************************************************** Electronics must be returned with a receipt and in an unopened box. Please work directly with the manufacturer if products are damaged upon purchase, or become defective within the warranty period. We will be happy to share your experience with our internal teams for review and consideration in the future.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 06/13/2023

   I am rejecting this response because:
  
  
  It is not posted in their stores or on their recipts and not all their employees know that because one employee told us she would exchange. When we got there another said no

  Business Response

  Date: 06/14/2023

  Hello *********,
  
  Please accept our apologies for the disappointment. Unfortunately, per our policy, we are unable to accept an open machine. All stores were provided with signs for this, and it is to be printed on the back of the receipts. Please reach out to the manufacturer for assistance if the machine is damaged or defective within the warranty period.
  
  Please rest assured that your feedback regarding this policy is being shared with our teams for review and consideration in the future.
  
  Sincerely
  
  JOANN

  Customer Answer

  Date: 06/15/2023

   I am rejecting this response because:
  Will never shop at this store again. Have been treated unfairly. 
  
  

• Initial Complaint

  Date:06/09/2023

  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 ordered two picture frames on 6/1//23. A few days later I received a FedEx email that my package was delivered. I looked all around my house and did not see a package. I looked back at the email to look at the delivery photo and it is not my house nor a house I recognize as one of my neighbors’. I immediately check the address to ensure it is mine and it is but the photo is definitely someone else’s house. I called FedEx within ten minutes of the delivery and they said they would send the driver back to get my package and drop it off at the correct address and would call me within 24 hours to confirm. I waited for over an hour looking outside and no one came. When I called FedEx back they said they cannot do anything and that I needed to let Joann know. I then contacted Joann and they said I needed to dispute the charge with my bank. When I called my bank they said I needed to contact Joann and that they couldn’t reverse the charge. I have spent hours on this with no resolution. Please re send the picture frames or refund my money.

  Business Response

  Date: 06/12/2023

  Hello ******,
  
  Please accept our apologies for the disappointment with your recent order. We are sorry to hear that this order was not received. As such, the order has been refunded in full. You should see this refund reflect on your original payment method within 3-5 business days. If you would like to reorder, we would be happy to assist in ensuring that you receive the same sales pricing as the original order as well as free shipping. You may call ************ to place this order. Or, if you wish to reorder online, please send an email with the new order number to [email protected] after the order ships and we can process a refund for the overage to honor the sales price and free shipping.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 06/12/2023

  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:06/06/2023

  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 recently ordered a total of 3 items and it came out to $205.37 I got the fed ex email and notification and picture of packages on doorstep. Upon arriving home from work the 2 packages(same order came in 2 packages) was not there so I called Joann and the employees are rude keep telling me that its too bad and I think they have blocked my number because I cant call them no longer Ive had to get to customer service through calling their corporate number. This is just a huge headache from Joann. Will never order online hopefully someone can help

  Business Response

  Date: 06/06/2023

  Hello ********,
  
  Please accept our apologies for the inconvenience that this has caused thus far. Upon review of the order, we do show that ***** delivered the packages and provided photos of the deliveries as proof of delivery. In cases such as this, we do suggest that you file a police report for stolen packages and file a dispute for the charges with your financial institution.
  
  At this time, we have processed a refund for this order. You should see this refund reflect on your original payment method within 3-5 business days. Please note that any future delivery issues will be subject to further investigation.
  
  If you would like to reorder, we will be happy to ensure that you receive the same sales price as well as free shipping. You may call ************ for assistance placing this order.
  
  Sincerely,
  
  *****

• Initial Complaint

  Date:05/16/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/12/23 I place a $781.64 order online for cricut mugs. When placing the order I was not notified that a hold of $781.64 would be placed on my bank account and the bank processed it and withdrew it from my account. I assumed this was like any other order. On 5/15/23 a $83.72, $46.01 and $67.20 charge was withdrawn from my account from Jo-Ann’s. Alarmed as I was knowing more money was coming out for the ortiallu shipped orders I called the customer service number of ************ and was advised by rep ********* they Jo-Ann’s placed an authorized hold on accounts until the order is shipped and the money is released back and it could take up to 7 business days to process. I advised that I cannot wait 7 days for the original $781.64 to be released back into my account and have an additional $781.64 to come out of my account while I wait. This financially puts me in a bad situation. She explained there was nothing else that could be done. I called my bank on 5/16 to see if Jo-Ann’s has released the original $781.64 and they did not. I called the customer service number again and explained that I cannot have anymore money taken out until the $781.64 was released back to my account and I fear the upcoming charges will decline and the product will not ship. The rep ******** *. Said she would request the money to be released but could take an additional 3 days. I am so frustrated that this has caused a big financial mess when all that needed to happen was the one time deduction of $781.64 and no other additional charges. This is a terrible way to process and order for a customer that was informed this was the policy of Jo-Ann’s. I will not be placing any online orders for delivery again, that’s for sure!!!!!!!!!!

• Initial Complaint

  Date:05/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Singer sewing machine on sale for my granddaughter, who lives in Phoenix area, from Joann Tucson store on 3/25/23. I live 2 hours away from Tucson but was in the area for an event. I purchased the machine with ease on my credit card. I took to granddaughter, in Phoenix 2 weeks later. The feet didn’t work to move the material. I took the machine to the nearest Joann’s in the Phoenix area on Bell Road. They sent me back to their “Viking” sewing machine area. The lady tried to fix it but wasn’t able to get the feet to work properly. She suggested I leave it overnight & the lady that comes into store tomorrow would look at it. I was from out of town (4 hour travel), so I left it & asked if my daughter-in-law could pick it up. The next day, my daughter-in-law went to the Bell Rd store & it wasn’t able to be fixed, so she asked for a refund. That “Viking” store couldn’t give her a refund because I purchased from a Joann’s store! What? We were in a Joann’s store! Viking clerk told her she needed to go ask Joann’s clerk to refund it, because Viking Sewing Gallery only rents space inside the Joann’s & cannot refund anything sold from Joann. I had the original receipt & the Joann employee said they couldn’t refund any sewing machine items because they were a “gallery” store. I told my daughter-in-law to take the machine home with her & I would work something out. After calling a Mesa store on Dobson ************, they told me there are different stores, some with sewing machine gallery’s & some sell the sewing machines. I called Joann’s on Market Street in Gilbert. ****** said I need to return to original store I purchased it at. I called the Tucson store & Christine said yes to refund with receipt. I’m 2 hours away & friend returned for me, with the receipt & was refunded amount minus a restocking fee of $25. I called Pam that afternoon & she said can’t do anything. Need refund of $25, I refuse paying restocking fee for defective machine & gas money again!

  Business Response

  Date: 06/06/2023

  Hello *****,
  
  Please accept our apologies for the frustrations that this has caused. Per our return policy which can be found here: *********************************************************************, the $25 restocking fee is required for the return of sewing machines. As a one time courtesy due to the troubles encountered with the machine, we can issue a $25 virtual JOANN gift card to cover the cost of the restocking fee. This will arrive via email within 1-2 business days and will come from CashStar rather than JOANN.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 06/07/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I guess I can only accept the action, because that’s the only thing you can do!  You still gain $25 of mine and I HAVE to buy something else at your store at retail price with your voucher. This still isn’t fair but what choice do I have. I’m tired of fighting, so you win!

• Initial Complaint

  Date:05/08/2023

  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 attempted to place an order online and got an “error message” that “transaction could not be processed”. Knowing that Joann’s website has glitches, I went back into my Joann account and refilled my virtual cart with same items (almost exactly) and attempted again to place the order. I again received an error message so just thought, forget it—not shopping here then. However, I started receiving email notifications within minutes saying that BOTH orders went through, also meaning I was charged for BOTH orders. Of course, Joann does not allow for cancellations so not sure how I can go about getting this resolved. With so many packages and items shipping at different times (because Joann is incapable of decent shipping practices) I don’t even know where to begin. The delivery drivers do not alert me when they arrive so I’m unable to reject the packages, and I order online because I’m unable to go to the store in person. Please help me get a resolution to this. Ideally, I’d like my card refunded for one of the orders since Joann told me IT WAS NEVER PLACED and then didn’t allow me to cancel when THEY PLACED IT. Very upsetting…$150 is nothing to them but it’s a lot of money for me to just toss away and I don’t want to pay for (or use!) double products.

  Business Response

  Date: 05/08/2023

  Hello ******,
  
  We sincerely apologize for any inconvenience caused by a double order being submitted. Unfortunately, our system will not allow us to cancel one of the orders, and for both orders some items have already shipped. If you do not wish to keep the second order, it can be returned once received.  We now have a hassle free return policy, so you can also take items to your local store for a return or ship it back to us for a refund.
  
  If you would like any additional information, you can find it on our frequently asked questions page: ******************************, or our return policy page found at: **************************************l.
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 05/09/2023

   I am rejecting this response because:

  I will ship the items back but I am requesting prepaid shipping labels for each individual box sent to me (it appears this is coming in six different packages). I would then like to schedule a delivery pick up. I don’t feel I should be inconvenienced further for your error or poor system that doesn’t allow for cancellations. 
  
  
  
  

  
  

  Business Response

  Date: 05/09/2023

  Hello ******,
  
  We would be happy to have a pick up scheduled for the order you wish to return. Once all the packages are received, please let us know and we can get that scheduled for you. You may send an email to [email protected] to request the call tag return.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 05/09/2023

  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:05/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 order 6 skeins of yarn from *********. When I processed the order, It didn’t go through because it said my payment information was invalid. But the moment I attempted to process it, my card was charged for the amount of the order from the website. I have proof that I paid. But the order didn’t go through, so why was I charged? I either want a refund or I need what I wanted to order to be sent to me. I don’t have a tracking number nor a receipt. All I have is a bank transaction and a screenshot from the website.

• Initial Complaint

  Date:05/04/2023

  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.

  4/30/2023 I made to different online purchases 2 different transactions. Both purchases total was taken from my accounts immediately. I purchase was picked up in local store. Once it was picked up my card was charged again. The other order had items to be shipped. As they were shipped I was charged again. I tried calling them for the original amount to be canceled or returned to my account. I spoke with a representative at Joanns and she tells me I needed my banks email to get my money returned. I told her I don't email my bank. I asked to speak with a supervisor who tells me I needed the banks email address. Craziest think I ever heard. Especially because they got paid twice. Almost ****** that hasn't been returned to me. This is ridiculous at this point I feel it is away for them to keep people's money. There was no reason for them to charge another transactions after they charged at the time of the order being placed

  Business Response

  Date: 05/04/2023

  Hi ******, 

  When an order is placed on joann.com, we place an authorization hold on your form of payment. An authorization is a pending charge or hold on a payment account and is not a true charge. The authorization on your credit card or PayPal account allows ******************** to make sure the account is valid and has the necessary funds available to process your order. Your payment method is not charged until we ship or you pick up your order. As these orders have been fulfilled, you will see this authorization hold drop and be replaced with true charges.This process generally takes between 3-5 business days, but may take up to 7 depending upon your financial institution. You can find this information here: *****************************************.

  To expedite the dropping of the hold on your account, we would need to send a written request to your financial institution. We can do this if you can provide a fax, email, or mailing address for your card services team. If this is information that you are unable to provide, we would suggest disputing the hold with your financial institution directly. 

   

  Thank you, 

  JOANN Customer Care

• Initial Complaint

  Date:05/03/2023

  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 items at your ******* Oaks, ** location yesterday and the cashier failed to give me my other bag containing four other items (paint brush sets and a palette). I called the store when I got home and realized TWENTY SEVEN TIMES and no one answered. None of your customer service reps are located in the U.S. to understand what I was saying/for someone to reach out to the store since I cant get there until next week.

  Business Response

  Date: 05/03/2023

  Hi *********! 

   

  Can you please advise if you were able to speak with a Team Member at the store? If not, we will request that the store manager contact you. 

   

  Thanks! 

   

  JOANN Customer Care

  Customer Answer

  Date: 05/04/2023

   I am rejecting this response because:
  NO ONE at that location has picked up the phone. I called an additional 15 times yesterday. 
  
  

  Business Response

  Date: 05/04/2023

  Hi *********, 

   

  I appreciate the time you have taken to reach out and share your concerns with us. Please be assured that I will further address this with the Store Manager. I have requested a call back for you with the number provided. We do ask that you allow up to two business days to receive a call back. Your patronage is valued and I hope that you will continue to give JOANN the opportunity to be of service to you.

   

  Thank you, 

  JOANN Customer Care

• Initial Complaint

  Date:03/27/2023

  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 March 9, 2023 I purchased 2 yards of NHL ********* North Stars cotton fabric. I don't show the Order Number on the transaction with ****** nor on the receipt I received with the order. I also looked on JoAnn Fabrics website for the history of this purchase and the order number or the items do not show up.
  
  The transaction that took place has this number: Transaction ID: ***************** for $17.39 Transaction ID: ***************** for $17.36 Transaction ID: ***************** for $16.86 Total spent was $75.94 The entire order was for the following; ******* Coyotes Cotton Fabric Block,********** Penguins Cotton Fabric Throwback Logo,********* North Stars Cotton Fabric Tone our Payment Purchase Total -$75.94 USD Sales Tax -$3.71 USD Shipping Amount -$11.95 USD Handling Amount $0.00 USD Insurance Amount $0.00 USD Discount $39.99 USD (TransactionDiscount) Gross Amount -$17.39 USD ****** Fee $0.00 USD Net Amount -$17.39 USD Invoice ID ***************************** 
  
  I would like to return the ********* North Star fabric and get my money back $15.98 because the team no longer exists. The NHL ********* North Stars were a team from 1967 until 1993.

  Business Response

  Date: 03/27/2023

  Hi *****! 

   

  We are pleased to offer our customers a hassle free return policy!  You can return your merchandise back to the return address listed on your package or take it back to your local store.
  
  If you would like to ship it back and need a return shipping label, please let us know.  A return fee may be deducted from your refund if you use our label.   If you are returning a defective item, or due to an error on our part, you will not be charged a fee for the label. 
  
  When returning an online order to your local store, please bring your order number or a print out of your order confirmation email. You can review this information at ***************************************.
  

  Thank you, 

   

  JOANN Customer Care

  Customer Answer

  Date: 03/28/2023

  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.

  I have sent a request to JoAnn Fabrics in ***** to email a shipping label for the return of the fabric ********* North Stars.  I feel that it was an error on the part of JoAnn Fabrics to sell fabric for a NHL team that no longer exists and terminated in 1993.  Thus, I am expecting a complete refund for the material which would be $15.98 and I am also expecting that the cost of the shipping label will not be deducted from my refund.

  Thank you for assisting me in this situation.
  

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