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.

  1500 Canton Rd Ste 128 Akron, OH 44312-4097

• 

  Jo-Ann Stores, Inc.

  5005 Grande Shops Ave Medina, OH 44256-6787

• 

  Jo-Ann Stores, Inc.

  3977 Medina Rd Akron, OH 44333-2444

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:03/13/2023

  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.

  RESUBMITTING COMPLAINT: ENTERED INCORRECT CONTACT EMAIL. Previous complaint: Purchased items from Joann's through Klarna (payment installment service) totaling ****** on November 27, 2022. I paid 1 installment of *****. A little while later on December 15, 2022, I then went into Joann's located at ***************************************************************** to return the items and get a refund to pay off the remaining 3 installments and get my first installment back. Instead, the employee said I could only be issued store credit and I was given a gift card (**** **** **** **** pin: *********. When I went online to make sure the balance was at least for the correct amount, it said the information I entered was invalid. I tried calling Joann's but they offered no solutions and said the card was not in their system and they have no record of the card. I filed a dispute through my bank once I finished paying the 4 installments since they took my items back but gave me a gift card that didn't work. I got the funds back for all 4. Now, Klarna has reopened my balance of ******. I called to ask why, they said it was because Joann's never reported a refund/exchange/return so it just looks like I charged the payments back for no reason. I'm not sure why and it's not my problem anymore. They took my items and gave me a faulty "store credit" gift card. I called Joann's AGAIN and they said they were not able to look up the return OR the card and the store employee was just ******* me off the phone. I will not pay for items no longer have, and I have no other options to get something done about this. If they need proof that I returned the items, they can check cameras. Very unprofessional and borderline illegal behavior. I need a full refund so I can pay for the now reopened Klarna balance or I need them to take the full balance off my Klarna account. Thank you.

  Business Response

  Date: 03/14/2023

  Hello *****,
  
  Thank you for reaching out regarding your recent experience! We are sorry to hear that this is not what you expected. Upon reviewing the information provided, we can confirm that the card you received for the refund is an in store credit. The balance for these cards cannot be checked on joann.com as they are not applicable for use on joann.com. We do show that this card is active with a balance ($159.65). Due to the return being processed to the in store credit rather than back through Klarna, the return was not communicated with Klarna directly. We suggest submitting a copy of the return receipt to Klarna for further assistance. We certainly apologize for the inconvenience.
  
  Sincerely,
  
  JOANN *************

  Customer Answer

  Date: 03/14/2023

   I am rejecting this response because:
  
  When I did my return in store they asked to swipe my debit card for the return and so I did but the representative said she would have to do it as a gift card although she never specify it was only for in store credit. I understand I might not be able to check balances online but when I spoke to customer services with a representative at the location my refund was processed they couldnt assist me with a balance even when I gave them my card number. I never requested store credit. This has been such a hard experience and to top it off Im being charged twice now and this needs to be made correct. So once again I will say that I need my full refund back to pay the new Klarna balance OR I need Joanns to reach out to Klarna and remove the charge off my account. Cancel that little store gift card if you must but I dont see why I would have to inconvenience myself EVEN MORE than the employees already have and do what Joanns was supposed to have already done. 

  Business Response

  Date: 03/15/2023

  Hello *****,
  
  We sincerely apologize for the inconvenience that this has caused and are sharing this with the store leadership teams to ensure that all returns involving Klarna are processed properly on the store levels. ****** will require a copy of the return receipt submitted to them as proof of the return so they can assist further on their end.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 03/15/2023

   I am rejecting this response because:
  
  Is there a way I can get a copy of that receipt because I no longer have it and the person I spoke to from the store said she was unable to provide it to me.

  Business Response

  Date: 03/16/2023

  Hi *****,
  
  Customer Care would be able to provide a copy of the return receipt. Please send an email to ******************************************* with the following information to request this.
  
  Date of return
  Store location
  Amount of return
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:03/12/2023

  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.

  Around Christmas time I purchased several items for my moms new Cricut machine. I was so excited to get the items but realized I was missing a package that was supposed to be delivered. I quickly called JOANN to report this to them and I was told that someone would give me a call back. After waiting several days, I called back to follow up. I was told that someone would give me a call back. I waited to hear from someone. It had been three weeks and still no phone call. I called back to Joann fabric store and told him my issue. The customer service rep was very rude to me and offered a little to no help. They told me that my order has been shipped , and that they would not be able to help me with this. I was very frustrated because these were supposed to be Christmas items for my mother. I was not reimbursed by the store and was left feeling hopeless because someone else got my package. Even after calling several times , I was spoken to rudely and received no help regarding my loss package that I purchased from them. This is certainly left me with a bad taste in my mouth regarding the customer service and the care that they have for their customers

  Business Response

  Date: 03/13/2023

  Hello ******,
  
  Please accept our apologies for the frustrations that this has caused! Upon review, we show your order was delivered on 12/29/22. *****.com did provide a photo as proof of delivery for the package and we confirmed the delivery with ***** in January. Our recommendation for when the delivery has been confirmed, but not located is to dispute the charges with your financial institution. As a one time courtesy, We have processed a $122.06 refund for the package in question. You should see this reflect on your original payment method within 3-5 business days.
  
  Sincerely
  JOANN

  Customer Answer

  Date: 01/15/2024

  The consumer informed BBB that the matter was resolved.  The business did refund her the $122 and she was happy with the conclusion.

• Initial Complaint

  Date:03/08/2023

  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.

  On 3/4/2023 at 8:05pm a cashier (#******) from Joann Fabrics #2044 handed me change, from register # 16, in the amount of $58.02; consisting of (2)$20's, $10, $5, (3)$1 and (2)pennies, which I immidiatley placed straight into my wallet. There was no other cash of any sort in my wallet other than the change I had just received. I did not open my wallet again until 3/8/2023 when I tried to pay for groceries with one of the $20's the Joann employee had given me previously on 3/4. The grocery store employee advised me that she could not accept the $20 as payment as it was fake. I tried the other $20 Joann's had given me, it too was fake. I did not pay for my groceries as I wanted to return to Joanns with the exact change the employer had given me. I immediately returned to the Joann's store which had given me the change. I spoke to a young cashier who called her manager to assist me, *****. I explained what had happened to the manager *****, handing him the exact change and receipt given to me on 3/4. ***** glanced at the cash and promptly told me it was not his problem as I had walked out of the store. I explained that I didn't realize the $20's were fake. I asked if his cashiers are required to check bills for authenticity, he replied yes. I explained that if this was policy, the cashier should have caught this before accepting it into their register and because they failed to do their due diligence, I was handed $40 of fake money. ***** then told me that he had no way to prove that I wasn't making the story up and trying to cheat Joanns of $40. I asked him to watch on the cameras for proof in which he told me he could not as he was not loss prevention. I asked for loss preventions contact info, ***** refused. I asked for his superiors contact info, ***** refused. He then informed me that he would give me customer services number but doubted they would help me either. I told him that was not what I had asked for. He shrugged and said, quote, "not my problem."

  Business Response

  Date: 03/09/2023

  Hello ********,
  
  Please accept our sincere apologizes for your recent experience with your local JOANN store! We sincerely appreciate the time you have taken to share your shopping experience with us and we are disappointed to learn that you left unsatisfied. We will be sharing the details of your experience with our Customer Experience team, as well as the local Store Leadership team responsible for this particular location, so that we may ensure that your concerns are addressed in the most appropriate manner possible. You can rest assured knowing that our team members remain committed to providing our customers with the best experience possible and that your feedback is in good hands.
  
  We have requested that the proper team members follow up with you at the contact information provided after this is further reviewed on their level.
  
  We love to hear from our customers as we are always looking for ways to better our service, and your feedback is an invaluable part of that process. We thank you again for sharing your feedback and hope that you will visit us again soon.
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:03/07/2023

  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.

  Order ID: *********** I filled out my shipping information as my **** Home address and placed the order on March 6th at 5:29PM
  Their website kept having error when trying to check out with a credit card, so I paid with their ***** option.
  My ***** shipping address has my **** Home address as primary and ***** address as secondary.
  The moment my payment went through using *****, the order confirmation showed that my order was shipping to my ***** address which is an OLD address (currently rented out).
  Within the minute, I tried to cancel my order but couldn't find it in my order details so I decided to reach out to customer support.
  
  ****** from JOANN's customer support then replied to me about 3 minutes later saying that they can't modify or cancel an order once it's been submitted and to contact my local shipping carrier to try and change my delivery address.
  
  I work in ecommerce and know this is NOT possible. Alternate shipping addresses can only be at a nearby *** store or a neighbor's house within a certain radius. My order was BARELY placed and they can't even modify or cancel "because of fraud & security reasons".
  
  PLEASE FIX MY SHIPPING ADDRESS OR CANCEL THE ORDER.
  This is ridiculous!

  Business Response

  Date: 03/07/2023

  Hello ****,
  
  We certainly apologize for any inconvenience that this has caused. As stated on *********, once an order has been submitted, we are unable to modify or cancel your order. We are unable to facilitate address changes per our policies due to fraud and security reasons. I'm very sorry for any inconvenience that this may cause! If the order is sent via ****, you can reach out to your local post office to set up a forwarding address. If the order is sent via *****, you can sign up for ***** Delivery Manager to request that the package be held at your local ***** office. If the order is unable to be delivered, it will be returned back to us for a refund! I hope that this is helpful! 
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 03/08/2023

   I am rejecting this response because:
  
  
  I reached out within MINUTES of my order. I would understand there being a concern for fraud if I tried to change my delivery address after the order had already shipped, but "locking" in an order with no option to cancel or modify the order before it's even shipped sounds like the biggest fraud to me. I tried to change my delivery address via ***** like you suggested, but it DOESN'T WORK. When chatting with a ***** support representative, they say that ONLY THE SHIPPER has the ability to change the delivery address, but it usually comes with a cost. I'll bet you guys are trying to cheap out on the address change cost by pushing it onto the customer.

  Since only the shipper has the ability to change the delivery address, I'm asking again to PLEASE CHANGE MY ADDRESS TO THE CORRECT ONE. 

  You guys are creating more trouble for yourself by delaying what could have been fixed early on. 

  Business Response

  Date: 03/09/2023

  Hello ****,
  
  We certainly apologize for all the frustrations that this has caused. Unfortunately as previously stated, we are unable to change the shipping address on your order per our policies. Because we have these policies in place, our systems and our account with ***** do not allow for us to make changes to the shipping address. We do suggest signing up for ***** Delivery Manager, and request the package be held a your local ***** office. If the package is unable to be delivered, it will be refund back to us, and a refund will be issued for the order. 
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 03/10/2023

   I am rejecting this response because:
  
  
  Reason stays the same. Please just refund me if you can't modify or cancel. 

• Initial Complaint

  Date:03/05/2023

  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.

  On Sunday, February 26th 2023, my husband and I specially chose Joanne Fabrics to shop for items for our business because they were having a sale on florals and some other items I needed. The store’s address is **** **** ****** ******* ******* ** *****. After my husband went through the line and purchased his cart full of items, which totaled approx $253.00 I began to help organize my two carts as I had many more items and was helping the cashier bag and load into an additional cart. As we were loading the items and filling the carts, my husband had already loaded the Jeep with his purchases (for our design business), pulled the Jeep up to the front of Joanne’s and began loading the bags into the Jeep as I was paying for mine. After I used my Visa card, the cashier, who was extremely friendly, helpful and talkative, told me that the transaction may take a while because the “new credit card machines” were not as efficient as the old ones and they have been “freezing up” and remaining in a “spinning” state as the machine is processing the traction. My bill came to $400 plus!!
  After approx 5-7 mins, the cashier called the store manager who told her “he didn’t know what to do” and the cashier asked if we wouldn’t mind waiting another 5 to 10 mins for the machine to “catch up” - Wow! So the poor associates have to stand there, along with Joanne Fabrics customers waiting for the machines to “catch up” after 20 mins… my husband and I had to bring everything back in, unpack it and I just didn’t want to stand there and have to have every item re-scanned in smaller batches. We just left as I felt so uncomfortable standing there for so long (I have severe peripheral neuropathy from chemo) in both legs. I felt like this was such a disservice and Joanne’s lost a sale of close to $500 and if my legs weren't hurting so bad from standing there for so long, I would have returned the other $250 worth of stuff too! How crazy! The manager had no clue and never helped! *****.

  Business Response

  Date: 03/06/2023

  Hello *****,
  
  We sincerely appreciate the time you have taken to share your shopping experience with us and we are disappointed to learn that you left unsatisfied. We will be sharing the details of your experience with our Customer Experience team, as well as the local Store Leadership team responsible for this particular location, so that we may ensure that your concerns are addressed in the most appropriate manner possible. You can rest assured knowing that our team members remain committed to providing our customers with the best experience possible and that your feedback is in good hands.
  
  We love to hear from our customers as we are always looking for ways to better our service, and your feedback is an invaluable part of that process. We thank you again for sharing your feedback and hope that you will visit us again soon.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 03/06/2023

   I am rejecting this response because: Although I'm super pleased that this could be used as a training tool for the staff at this and other locations, the amount of frustration and time that this took out of mine and my husband's Sunday, the fact that the Manager of the store "didn't know what to do" we had no physical help with the back and forth to the Jeep to gather up all the items and return them all to the cashier, don't you think that as a small business owner, local to this particular store, Joanne's fabric, being in the business of being able to help me with supplies for my business and knowing that I spent $250 and was in the process of spending an additional upwards of $450... there would be a discount offered or a gift card for future shopping to amend the inconvenience, frustration and disappointment from one business to another?  I would highly recommend someone discuss a program be put in place to compensate all dissatisfied consumers, not just small business owners. Disappointed again. WOW! 
  
  
  
  

  Business Response

  Date: 03/07/2023

  Hello *****,
  
  We certainly apologize for the inconvenience that you experienced during your recent visit. We would be happy to send a $25 virtual gift card to your email address due to this. The gift card should arrive via email within 1-2 business days and will come from CashStar.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:02/28/2023

  Type:Billing 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.

  Purchased items February 23rd 2023 online and of course they didn't have certain part of my order available so they canceled that part of my order so even though the amount was minimal $8.99 the adjusted cost of the total transaction was $5.11. however this pre-authorization for $8.99 has been pending on my account for over a week thus resulting in Jo-Ann's charging my card for a new transaction for $5.11 rather than adjusting the pre-authorized hold thus leaving my account negative resulting into me having Bank fees and overdraft charges. When consulting to them all I was getting was deflection blame to the bank and no accountability and no help in regards to the still pending pre-authorization that just went through on my card this afternoon as a completed charge so technically I was charged two different amounts for the same transaction and order number with Joann's. The customer service rep said there's nothing they can do to help me and they will not do anything else to help me and I have to go to the bank and dispute the charge when in fact they're the ones that charged me that extra charge of $5.11 as a new charge so it's with them not the bank

  Business Response

  Date: 03/01/2023

  Hi ***** 

   

  Order *********** was placed on 2/23 with an authorized amount of $8.99 for the full order. Authorization holds are not true charges, but with debit cards such as ******* the terms and conditions state that you agree to allow them to hold these amounts as debit charges until the funds for the order are collected for the order. Due to JOANN not charging for items until they have been shipped or picked up the only charge to your order that was collected by JOANN was $5.51 on 2/23. ******* will continue to hold the auth amount per their own processing as detailed. Their terms and conditions state they may do this for 7-30 business days. Regrettably ******* does not accept retailers secondary requests to lift funds ahead of their own processing timeframe. It is due to this that we would advise continuing to work with ******* to have the amount not collected by JOANN ($8.99) released ahead of their standard processing timeframe.

   

  Thank you, 

   

  JOANN Customer Care

• Initial Complaint

  Date:02/17/2023

  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.

  I recently received an email from Joannes advertising products. When i went to their website I could not locate quilter’s showcase at the price advertised $2.99. Other print advertising had the product listed as 2.99 and up and the website said $3.99 This seems to be a consistent problem with emails from this company

  Business Response

  Date: 02/17/2023

  Hello *********,
  
  Please accept our apologies for any frustration that our advertisments have caused. Upon looking into the current sale for the quliters showcase fabrics, we do show that joann.com has these fabrics listed on sale at $2.99 as a doorbuster sale. There are other fabrics (Super Snuggle & Comfy Cozy Flannel) on sale for $3.99 per yard at this time as well.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:02/11/2023

  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.

  Shopped online. Some items were not available in store. Those items were being shipped to me instead. The website says if you spend over $75 shipping is free. There were several pop up boxes while shopping with this message. I spent over $160. Yet I was charged 11.95 for shipping. I contacted customer services and they said I had to spend over $75 on delivered items to get free shipping. The website doesn’t say that anywhere. In fact the language they use it total order spend. Joann refused to refund my shipping charge. This is false advertising.

  Business Response

  Date: 02/13/2023

  Hello ****,
  
  Please accept our apologies for the inconvenience. For the free shipping over $75 promotion to apply to your order, the subtotal of the order (before sales tax and shipping charges, and after any discounts) would need to be over $75. Only items being shipped qualify toward the subtotal of the shipping portion of the order to receive free shipping. We certainly apologize for the confusion this has caused and will be happy to share your feedback regarding this with our teams for review and consideration in the future.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 02/14/2023

   I am rejecting this response because:
  
  
  Hi - thanks so much. This is the same response they gave me when I emailed them directly. I think they are missing the point entirely. No where on their website does it say that. It says free shipping when you spend over $75. Your total order has to be over $75 which mine was. If there are terms and conditions to get the free shipping it needs to be on their website. I will contact a few attorneys as a next step. Thank you for assisting. I’ll also shop at ******** going forward who are customer obsessed. 

• Initial Complaint

  Date:02/07/2023

  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 was given an online gift card to Joann. However, after multiple attempts to redeem the gift card via their online ordering system, it became clear that the card is not redeemable via that route due to chronic bugs in their online ordering process. I contacted customer service and requested a refund to the original form of payment of the unused card and that request was denied. I would like a full refund of the card and can provide the card number and pin number on request. The card was purchased by **** *** *******

  Business Response

  Date: 02/08/2023

  Hello *******,
  
  
  Please accept our apologies for any frustrations that this has caused you. Per our gift card terms and conditions, gift cards are not redeemable for cash. We are unable to assist with a request to refund the gift card purchased. We can confirm that the gift card is active with a $50 balance and can be used either on ********* or in JOANN stores. There are no issues with this gift card.
  
  
  If you are having trouble submitting an order with a gift card, you may call ************ for further assistance.
  
  
  Sincerely,
  
  
  JOANN

  Customer Answer

  Date: 02/08/2023

   I am rejecting this response because: Joann: your website and checkout process are incompetently designed and do not allow me to use the gift card. I do not live in an area where there are any Joann stores, and at this point have no interest in shopping with your company even if there were one nearby. $50 was paid for an unusable product from your company; refund the $50. (By the way, in many of the crafting forums I frequent there are multiple people with the same complaint, i.e. your checkout and shipping processes are unusable and in many cases fraudulent.) I will not be calling to place any orders, and I will never, ever use Joann in the future and will advise all of my crafting acquaintance to do the same.

   

  You're refusing to provide a refund for a damaged product. You sold a product that doesn't work as advertised. This is not my problem; this is your problem. Refund the $50.
  
  
  
  

  Business Response

  Date: 02/08/2023

  Hi *******,
  
  Unfortunately, gift cards are not refundable. This can be viewed in our terms and conditions here: ***************************************************. We show that there are no issues with the gift card, and we will be happy to assist you in placing an order if you are experiencing difficulties. You may call ************ for assistance placing an order with the gift card.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 02/12/2023

   I am rejecting this response because: JoAnn has sold me something that does not work, and refuses to refund my money.
  
  
  
  

• Initial Complaint

  Date:02/06/2023

  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.

  On January 27, 2023, my son and husband purchased for me a Sullivans Quilter's Design Table from Joann Online Store for $197.99 plus tax and shipping, for a total of $211.82. It arrived yesterday (2/5/2023) in a damp battered box which then was left in the front of the house, too heavy for anyone to move. So, we had to tear open the damp box and get the parts and pieces out to inventory inside the house and upstairs in my sewing room. As we inventoried all parts, we noted that item list no. 11, part I casters x 2, were both busted. We placed those aside and completed our inventory. We then contacted Joann's customer service late this morning (2/6/2023) where we were told by both representative and supervisor, that they will not replace parts, however, we can find a box to put it in and send it all back to them to get our money back and try ordering again. This is horrid sale practice. I told them the box was ruined, and they kept insisting on sending me a label to return it all. (We also had begun putting the rest of the table together.) To purchase anything from a store that has parts and be told that if it arrives broken they will not replace the broken part instore or online is simply bad practice, and everyone who does business with them should be made aware.
  
  I am so angry. It is two casters used with other casters to make the table open up for use. Without it, this table is useless. It is that important, and yet they cannot mail one little bag with two casters. Why not?
  
  We want this fixed, but if it cannot be fixed, we need others to be weary and be warned that this is the type of customer service that they will receive.

  Business Response

  Date: 02/07/2023

  Hello *****,
  
  Please accept our apologies for the frustrations that this has caused! We are very sorry to hear that your table arrived with some damaged parts. We do not have replacement parts for products as those are available through the manufacturer directly. In situations such as this, we suggest reaching out to the manufacturer directly to see if they are able to assist with sending replacement parts. Additionally, our system does not allow for us to send any replacement items, so we would be unable to send a replacement table as well. However, what we can do is assist with a return which we can see was offered to you.
  
  At this time, we have processed a refund for your order in full. If you would like to reorder a new table at the same sales price and free shipping, please call us at ************.
  
  Sincerely,
  
  JOANN