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:01/25/2023

  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 placed an order with JoAnn's online on 12/26/22. The same day, I received an email that my order had been cancelled. No reason was given, but at the end of the email, it stated "If the item ran out of stock before your order was processed and we canceled your order, you may contact our Customer Service team for a replacement honoring the promotional price from your original order." I contacted Customer Service on 12/28/22 and was told that my order had been cancelled because I had not passed the "verification process," and was given a different number to contact. I called that number and left a voicemail. When my call was not returned, I placed my order online again. That night I got another canceled order notice with the same message at the end. I contacted Customer Service again and explained that I was not getting a call back from the order verification number. I requested a callback from a manager. When the manager called back, she said that I had never failed the address verification process but that their system does not automatically update inventory, and that the items were out of stock. Since my 1st order was cancelled on 12/26, it could reasonably be assumed that JoAnn's knew on that date that the items were out of stock, and yet they were still "available" for shipping on the website on 12/28 when I placed my 2nd order. The manager informed me that since the items were no longer in stock and were seasonal, they would not honor the promotional price, even for next year's merchandise. They offered me a $15 coupon when I should have saved $206.86 savings on the merchandise. With the statement at the end of the 2 emails I received, I feel that this was false advertising, and that JoAnn's should honor the "replacement honoring the promotional price from [my] original order" as they promised potentially on next year's merchandise.

  Business Response

  Date: 01/30/2023

  Hello ******,
  
  We sincerly apologize for the inconveinence! Unfortunately, if the stock is no longer available, a new order cannot be placed. Seasonal products are not guranateed to be restocked the next year, therefore, we are unable to honor the original sales pricing on a future order for the next season. Please rest assured that your experience with the order will be reviewed for future reference as we are always looking for ways to improve the customer experience.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 01/30/2023

   I am rejecting this response because: it does nothing to address my original concern. I understand that JoAnn's no longer has the exact items that I ordered, however, as I stated in my initial complaint, the emails that I received from them stated that "If the item ran out of stock before your order was processed and we canceled your order, you may contact our Customer Service team for a replacement honoring the promotional price from your original order," and I would like them to honor that promise. I understand that next year, they may not have the same items, but I would like to pick out: 15 packages of 8-pack 9 inch dessert plates, 3 packages of 20-pack 6.5 inch dessert napkins, 5 pairs of novelty Christmas crew socks, a 48 inch Christmas tree skirt, 5 tubes of 40 inch x 75 sq ft wrapping paper, 1 tube of 30 in x 30 sq ft wrapping paper, 1 tube of 30 inch x 20 sq ft foiled gift wrap, 2 tubes of 30 inch x 45 sq ft gift wrap, and 2 52-count gift tag booklets for my original order price of $88.15 and receive them with free shipping from next year's Christmas inventory when it becomes available.
  
  
  
  

  Business Response

  Date: 02/01/2023

  Hello ******,
  
  We sincerely apologize for the frustrations that this situation has caused. The offer for a replacement at the same sales price is a generalized offer mainly that unfortunately does not apply to items that will not be restocked such as seasonal items. We are unable to guarantee that the seasonal items will be restocked the next season. We will be happy to share your feedback regarding your recent experience with our internal teams for review and consideration in the future.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 02/01/2023

   I am rejecting this response because:
  It does not solve my complaint.
  
  

• Initial Complaint

  Date:01/16/2023

  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.

  On January 17, 2023 I placed a $463.25 online order (#***********) for fabric that we use for shrouds to bury those who have passed away in our congregation. Unfortunately it was only after placing the order that I noticed that the order was for an unbleached fabric that we can not ritually use. I immediately emailed the company and the day after spoke with their customer service supervisor Havier. He was unwilling to help because "his system does not allow for any modification or cancellation." He instructed us to wait until the product arrives, then wait for return instructions and only then will we receive a refund. This is an unacceptable business practice and we are very dissatisfied. We ask for either the order to be modified or it to be cancelled completely.

  Business Response

  Date: 01/18/2023

  Hello ****,
  
  Please accept our apologies for any inconvenience that this situation has caused. Unfortunately, our systems are automated and do not allow for orders to be cancelled or modified once they are submitted. Any items that you no longer want can be returned once you receive them. 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: **************************html, or our return policy page found at: *********************************y.html.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:01/16/2023

  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.

  I placed an order and once i received the confirmation email i noticed that it was shipping to my old address.so i called not even 5 minutes after to change ask them to update the address and they told me they couldn't do anything for me and that i would have to place another order. order #***********

  Business Response

  Date: 01/18/2023

  Hello *********,
  
  
  Please accept our apologies for any inconvenience that this situation has caused. As stated on joann.com, 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: 01/18/2023

   I am rejecting this response because: 

  is someone suppose to be contacting me soon ? It was through ***** and they told me I couldnt reroute it to another state since its been delivered already and to contact the seller. I was told there was a request for release authorization submitted. 

  
  

  Business Response

  Date: 01/19/2023

  Hello *********,
  
  We sincerely apologize for the inconvenience. Unfortunately, we are unable to assist in changing the delivery address on the order as previously stated. PayPal shows that the authorization hold no longer shows. If you are still seeing this, we would recommend contacting PayPal directly for further assistance.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 08/08/2023

  [BBB - Received response by phone.]

  The matter has been resolved.

• Initial Complaint

  Date:01/14/2023

  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.

  In December of 2022 I placed an order on their website using a gift card. I was told the order could not be processed and attempted again. I received the same error message and did not try again. Later today January 13th **************************************************************************************************************************************************************************************** received. I am incredibly upset as I have been charged for orders that do not exist!

  Business Response

  Date: 01/16/2023

  Hello *****,
  
  We sincerely apologize for any frustrations our ordering process has caused you. Upon review, we are showing that the orders attempts made did not go through. 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 ************* 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.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:01/11/2023

  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.

  Twice I've placed an order online for in-store pick up because the website shows the item as in-stock. The first time they waited for over 12 hours to cancel my order and by that time the item was out of stock online.
  It still shows that the item is available in-store so I placed another order. This time they canceled my order within 30 minutes stating the reason is because my order did not pass their verification process. I've attempted to call the store - ***** ***** ** - but they do not answer their phones. When I called earlier the employee refused to check stock and told me I'd have to come to the store to check myself.

  Business Response

  Date: 01/12/2023

  Hello *****,
  
  
  Unfortunately, your order did not pass the verification process, therefore it was canceled. For further information on the cancellation of your order, feel free to call ************, or send an email to ****************** Please be aware that any new order must clear the verification procedure in order to be processed.
  
  
  Sincerely,
  
  
  JOANN

  Customer Answer

  Date: 01/12/2023

   I am rejecting this response because: There is no explanation as to what the so-called verification process is, nor is there any explanation as to why my order did not pass the verification process.
  
  
  
  

  Business Response

  Date: 01/13/2023

  Hello *****,
  
  For further details regarding the verification process and why the order did not pass, you will need to speak with the proper department at ************ or *****************.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 01/13/2023

   I am rejecting this response because:
  I see no valid reason why the "verification" process can't be explained in writing. Also, they have yet to address the poor customer service that I experienced via telephone with my local ***** **** store, nor have they addressed the fact that the stores lack of service caused me to miss out on an item that my grandchildren REALLY wanted. I've also emailed asking about future item availability and have not received a response.

   

  
  

• Initial Complaint

  Date:01/10/2023

  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.

  JoAnn advertises products as available online and then repeatedly cancels orders. I was trying to order some holiday fabric to use for a fundraiser. I initially ordered an online order to be shipped to me. All products showed as available for shipping. This was order ********** on 12/26. I got the confirming email. Then very shortly after, I got two emails, ultimately stating ALL of the items in my order had been cancelled. I thought this had to be a mistake. So, I placed a second order, with the website showing all items available for shipping. Order *********** on 12/27. The order was confirmed. The next day I got two emails which, combined, cancelled all items. My third order, *********** on 12/28, I tried ordering ONLY TWO fabrics. These still showed online as availabe to ship. My order was confirmed. AGAIN, I got an email stating the items were cancelled. I called customer service and had "*******" help me place an order from HIS side of things. He confirmed the items as available. I placed the order, *********** and AGAIN all items were cancelled. So I placed an order for store pickup, ************ Weirdly I got two emails. One stating some items were canceled and the second stating ALL items were ready for pickup! I happily drove the 30 minute drive to the store, only to learn that only TWO of the fabrics were actually there. After Jan. 1, I was still getting advertisements from JoAnn telling me to hurry and get things "while they last," and these same items in earlier orders were showing up online as available. I placed 2 more orders, *********** and *********** on 1/2 2 for items that showed available online, Both were cancelled. This is a HORRIBLE inventory management system and you can't be THAT BAD unless you are intentionally tring to bait and switch. All prior orders had a minor shipping cost, 1.95. When I finally placed an order yesterday, #***********, one item was cancelled and the other has shipped and they are charging me $11.95 in shipping!

  Business Response

  Date: 01/11/2023

  Hello *****,
  
  We sincerely apologize for all the troubles encountered with your recent orders. At this time, the inventory reflected in our systems is not updated in live time. At this time our stock is unable to be updated in real time when your order is placed. Stock is updated as we fill orders and this means there is a possibility that as we fill orders placed before yours, that we will run out of stock. Until inventory is updated in our system, the website will not know to reflect the lack of stock. We are currently working on ways to update our system so hopefully a more accurate inventory system will be put into place soon.
  
  Upon reviewing your most recent order (***********) we are showing that the I Woof You Holiday Glitter Christmas Cotton Fabric was cancelled due to being unavailable. At this time, joann.com does not offer backorders. If an item is out of stock at the time of fulfillment we will ship the balance of your order and adjust your order total including shipping. I assure you that you will not be charged for any item(s) not shipped. The shipping total for this order was adjusted to $5.19 for the shipped fabric. We have processed a refund for this shipping charge which should reflect on your original payment method within 3-5 business days.
  
  If there is anything else we can assist with, please feel free to reach out to Customer Care.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 01/11/2023

   I am rejecting this response because: It was OVER A WEEK and over multiple attempts to order that items were showing as available, and an advertisement was even sent out encouraging me to act quickly before stock sold out! I want to know exactly HOW OFTEN IS THE WEBSITE UPDATED? Monthly? If the advertised mateerials do not reaonably accurately reflect the stock, then it is false advertising.
  
  
  
  

  Business Response

  Date: 01/12/2023

  Hello *****,
  
  We sincerely apologize for the frustrations that this has caused. Typically the inventory is updated on a bi-weekly basis based upon the reported inventory from all fulfillment centers. It is possible that orders placed are cancelled because the fulfillment centers your order routed to were out of stock, but the item(s) are being reported as available at other fulfillment centers which results in the product showing as in stock. We will be happy to share your feedback regarding the frustrations that this has caused with our teams for review and consideration in the future.
  
  Sincerely,
  
  JOANN 

  Customer Answer

  Date: 01/12/2023

   I am rejecting this response because: Why would the ability to fulfill my order depend on where it gets routed? Why couldnt it get routed to another place that has the fabric? I have no control over where it gets routed. Also, because the customer service agent did mention this, I did make several orders that had only one or two items, so why couldnt those have been fulfilled by one of the places that has the fabric? I specifically asked customer service to search in your system to find out where any of the two paw print fabrics were still in stock and place an order from there, and nobody ever responded or offered to do this. However, your reesponse that it might be available in some places whish is why it shows up online as availble, actually CONFIRMS that this COULD have been done.  And also confirms that JoAnn CHOSE not to help do this for me, even though I explained that I need the fabrics for a nonprofit fundraiser that is very important to me. None of these answers are making this situation any better they are only increasing the level of frustration I already have from multiple, repearted, cancelled orders, failure to assist, and sloppy inventory practices. 
  
  
  
  

• Initial Complaint

  Date:01/09/2023

  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 made a purchase at the store on 12/20/22. When I returned home, I saw a charge on my receipt for a “JAS Charitable Donation.” I did not know I was being charged, nor did I give my permission to be charged, for a charitable donation. I used the customer service survey link provided at the bottom of the receipt & shared this information. I received an email from the store manager on 12/23. Her response focused on the sales associate’s attitude and behavior, and did not address the actual concern I shared via the customer service survey. On 12/24, I responded to the store manager’s email pointing out that she did not address the crux of my complaint-that money was taken from me without my knowledge or permission for a charitable donation. I have had no further correspondence from the store manager and therefore no explanation for this practice.

  Business Response

  Date: 01/10/2023

  Hello *****,
  
  We sincerely apologize for any inconvenience that this has caused and would be happy to help! Would you be able to provide a photo of your receipt via email to ************************** so we can have this addressed properly?
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 01/10/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will email a copy of the receipt to the email address the business provided. As I still don't have an explanation of a charge on my receipt,  I am unsatisfied. 

• Initial Complaint

  Date:01/03/2023

  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.

  On January 2nd 2023 I Went to joann's fabrics made a purchase of about $75 in cash after asking the employee about the return policy which is printed on the back of receipt, she said would be no problem as long as I had receipt I'd get original form of payment issued back to me, and then I left the store. I had my boyfriend within an hour or so go back into the store to return my purchase because I just didn't want it I wasn't happy with some of the items. The employee would not give him original payment method used, said because of issues with scammers they could not give him more than $15 in cash back and the rest in store credit and not happy with that he asked to speak to manager who said they changed the return policy and said they can't issue more than $5 in cash wich was different than what the other employee just told him, he pointed out the return policy is written on back of receipt and says different than what she is telling him and that he is entitled to get his cash back and wanted to talk to another manager wich she declined the request. After he came back to me and informed me of how they treated him and how they did not follow their own written policy on returns I myself went in and tried to return the items and get my money in cash back and I got the exact same treatment from the manager I don't know her name she was wearing big black boots had long black hair was tall, maybe African American but she was very rude, zero customer service, and extremely judgemental and not at all helpful or even tried to help whatsoever, she sat there and knowingly lied to me and my boyfriend separately about the policy and basically implied we were "scammers" somehow, when I was just in the store purchasing the items an hour before. She made me feel like I was wrong for asking for my money back, humiliated and embarrassed me, talked down to me and tried making me look like a criminal, I was and am very upset enough that she definitely made me not want to even shop there anymore ever. All I want is my money back in the original form I paid and that's it and never return to a store that treats their customers so horribly .

  Business Response

  Date: 01/04/2023

  Hello *******,
  
  Please accept our sincerest apologies for your recent experience. We would like to have this addressed with the proper team for a resolution. Could you reach out to ************* at customer.service@******************** or ************ and provide us with the store location that this occurred in so that we can ensure this is addressed properly?
  
  Sincerely
  
  JOANN

• Initial Complaint

  Date:01/02/2023

  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.

  Product ordered and never received! Order # **********, Prym Vaio Pliers for **************** ***** states in tracking that they were delivered between 8:30 and 9:00 am on 1/2/2022. I was in the apartment and NOTHING ARRIVED!

  Business Response

  Date: 01/03/2023

  Hello *******,
  
  
  While researching your order we are showing that your package as being delivered with tracking number ************ on 1/2/2023. *****.com does show a photo as proof of delivery.
  
  
  Before we take any further action we ask that you check the perimeter of your house or delivery location, with any friends, family or neighbors that *** have came into contact with the package, with your leasing office or property manager (if applicable) as well as your local ***** or post office. If you are still unable to locate the package 3-5 business days after the package is showing delivered please reach out to ************* for further assistance.
  
  
  Sincerely,
  
  
  JOANN

• Initial Complaint

  Date:01/02/2023

  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.

  I placed an order with Joann’s for a frame on December 13, 2022. Not only was the delivery delayed multiple times, (did not arrive till December 26) upon arrival, both the box and frame were bent beyond belief and unusable. I have reached out to Joann’s customer service multiple times but have yet to receive a response. The business committed to provide a timely delivery and satisfactory service and was unable to provide either. Due to their inability to provide a resolution, I am seeking a refund of the full amount I paid ($12.26). Attached are pictures of said damage.
  Order number: #***********

  Business Response

  Date: 01/03/2023

  Hello *******,
  
  Please accept our apologies for the inconvenience this has caused. Upon review, we are showing that your order was refunded in full on 1/3/2023. You should see this refund soon!
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 01/05/2023

   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.