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:12/30/2022

  Type:Billing 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 have placed a few orders with Joann Fabrics with my credit card. I do not want Joann Fabrics to put a hold on my credit card. I have car insurance, parking etc. coming out of my credit card. You should be able to process an order immediately so there is no hold on a credit card. Other companies do not put a hold on credit cards when you make a purchase. Please change this policy.Thank You, ***********************

  Business Response

  Date: 12/30/2022

  Hi ***********
  
  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: 07/17/2023

  [BBB - Received response by phone.]

  No further action is required by the business.  Matter is considered resolved.

• Initial Complaint

  Date:12/27/2022

  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 online Joann order on December 15, 2022. As of December 27, 2022 (date filing this complaint) it has still not shipped. I contacted Joann phone customer service on December 22I was told I would have an email from escalation team no later than December 23. I have still not received that email. I have made multiple calls to Joann asking status and have been given inconsistent responseswebsite says items ship within 5 business days and receive in **** business days. Supposedly Joann has reached out to vendor/distributor/store without responses to why the item has not shippedbut Joann has no answer or resolution. Yet my payment is on hold funds for an order Joann cannot tell when will be shipped even though nothing is back ordered. Order #***********

  Business Response

  Date: 12/28/2022

  Hello *******,
  
  Please accept our apologies for the delay! We are showing that your order is being actively looked into by ************** Once further information pertaining to this order is available, our teams will reach back out to let you know. We sincerely apologize for any inconvenience this has caused.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 12/29/2022

   I am rejecting this response because:
  This is the same response Joann has offered since December 23.and Joann continues to change what has supposedly happened to the order,.now it is technical difficulties.
  
  

  Business Response

  Date: 12/29/2022

  Hi *******,
  
  Upon further review, we are showing that your order has been refunded in full due to the delays. This order is being shipped today (12/28/22) and should arrive soon. We sincerely apologize for any inconvenience that has occurred due to the delays.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 12/29/2022

   I am rejecting this response because:
  
  Just wanted to let Joann know that the order has not shipped as of 12/29/22 at 8:05pm centrala label was createdthe shipper/usps has still not received the itemso, noit still hasnt shipped. I am no closer to those items being actually in a shipper making progress to mr than I was on 12/23 when I started following up with Joann. 

  Business Response

  Date: 01/05/2023

  Hello *******,
  
  We are showing that your order was delivered 12/31/22 with **** tracking number **********************. 
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:12/26/2022

  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.

  Order ***********
  I sent an email awhile ago and no one responded!
  Hello, I paid $1.95 for handling and half of my order was damaged. Frame was scratched and bent while plastic planner rings were all broken. I showed everything to the store rep. Also the big planner $20.99 is missing and I was charged nonetheless. I think it’d be fair to refund. Thanks.

  Business Response

  Date: 12/27/2022

  Hello ********,
  
  We sincerely apologize for any inconveneinece this has caused! We are not showing any recent email to Customer Care under your email address. We would be more than happy to assist with the damaged/missing items on your order. Please reach out to ************************** or ************ and provide us with the item numbers for the missing/damaged items for assistance.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 12/27/2022

  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.

   

  Hello,

  I sent 3 emails to the email address you gave me but every time I received an email saying this email address doesn’t accept emails so none of my emails were delivered. I also filled out the contact form on your website twice and no one reached out to me.

  I was able to return damaged items in store. The missing item from order is this one - Happy Planner x ************** 2023 Big Vertical 12 Month Planner
  Item #: ********. Again, order number is ***********. Last 4 digits -**** (My husband’s ******** ******). I hope you now have all the info to process the refund. I have also attached screenshots with this info as well as my email to you. Thank you.

• Initial Complaint

  Date:12/21/2022

  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 bought a product only on nov 28. order No. *********** the product was shipped with ***** tracking number ************, according to ***** the product was delivered on Dec 2nd. ***** offers a picture of the delivery in a place witch is not my house, i reported this both to ***** and Joann at the time as well as the credit card institution, which placed a hold on the payment (not resolved yet) and asked me to contact the store.
  i did and they returned an email to me just TODAY, after almost a month, in this email i explained the situation and provided the pictures, their response is that i should contact ***** since they wont to nothing as the package shows delivered.
  i have all the evidence to show the package was delivered in a different address but the store simply could not care less. im asking for a refund on the purchase.

  Business Response

  Date: 12/22/2022

  Hello *****,
  
  Please accept our apologies for any frustrations that this has caused. Your order has been refunded in full at this time. You should see this reflect on your original payment method within 3-5 business days.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 12/22/2022

   Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********. At this point the refund is not reflected in the order, i agree that the resolution is satisfactory to me as far as the refund is reflected in the account, im attaching a screenshot from today reflecting that at this moment no refund is reflected as applied.
  
  
  ,

• Initial Complaint

  Date:12/20/2022

  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 see that Joann charges it's customers an "authorization hold" on online orders, essentially charging the customer twice even though they say this isn't being charged twice. But in my experience the funds were removed from my bank account and then I was told I would be refunded the hold in 7 days. So as it stands today I have had the original order processed through my bank and a pending charge for the same amount. Doesn't matter if they say they aren't charging because those funds, even though pending, are still removed from my account! And then I have to wait for these funds to be returned to my account after I have paid for the original order. This is terrible! I am now 50 dollars less in my account the week before christmas and have to wait to get that money back. This should be illegal. You should not be able to double charge a customer even though you claim you will refund one of the charges. You do not know how this can negatively affect the customer and then you make them wait for their money back! Also your customer service is rude when contacted. I will never shop with Joann fabrics again because I do not want to get charged double and then have to wait to get my money back. It also needs to be made known that when googling this issue there are websites with tons of these same issues and complaints and your company obviously doesn't care!

  Business Response

  Date: 12/20/2022

  Hi ********,
  
  We sincerely apologize for any inconvenience this has caused. After placing your order on joann.com, 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: *******************************
  
  The authorization hold is released on our end automatically, but can take a few days for your card issuer to release the hold on their end. Customer care can send a written request to your bank asking that they release these funds. In order to proceed with this, please contact Customer Care with the following information: 
  Date of transaction 
  Amount of transaction 
  Number of authorizations pending 
  Name on the card 
  First 6 numbers on the card used 
  Last 4 numbers on the card used 
  Bank email address or fax number  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 12/20/2022

   I am rejecting this response because:

  That is not what happened. This the timeline

  - Placed order for $50.06 - checked my bank account to find (2) pending transactions for the same amount
  

  - Yesterday 1 charge for $50.06 went through and I currently still have the second $50.06 as a pending charge. Note that when I have a pending charge in my account it takes that from my balance so I have effectively been charged twice regardless of what you say because pending still means I do not have that money accounted for in my account

  - Today I contacted customer service and was told about the authorization charge and that the money would be returned to me in 7 working days (see attached image)

  So many other people have complained about this same thing, all you have to do is google double charge for Joann.com orders. You have 1 star ratings across the board because of stuff like this. So now a week before xmas I am less $50.06 in my account because of this stupid hold! No other business does this kind of stuff so frankly I call BS on your whole process. What if this was for hundreds of dollars?!?!? You obviously do not care how this impacts the customer!

   

  
  

  
  

  Business Response

  Date: 12/21/2022

  Hi ********,
  
  Pending authorizations are released on our end automatically once the order is completed. Depending upon your banks policies, it can take a few days on their end for the release to reflect. As stated, we can send them a written request asking that they release the hold on their end, however, in order to do so we do need the previously requested information. If you would like for us to send the request to your bank, please reach out to Customer Care with the requested information.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:12/19/2022

  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 and was not told the return policy and it wasn't on the receipt. (The receipt only said that there was a restocking fee.) 3 weeks later the machine isn't working and Joanne Fabric told me if the box was opened I could not return it. I can ship it to Singer as it is under warranty but it would cost nearly as much to ship it as the product is worth. I believe I should have been told as I purchased it that the machine was unreturnable. I hope that other people will read this so they will know not to buy a machine at Joanne fabrics.

  Business Response

  Date: 12/20/2022

  Hello ****,
  
  Please accept our apologies for any inconvenience that this has caused! We are sorry to hear that your sewing machine is no longer working. Per our return policy which can be found here: https://www.joann.com/return-policy.html?icn=search&ici=return-policy, 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 feedback regarding this policy with our teams for consideration in the future.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 12/20/2022

   I am rejecting this response because:

   

  THEY HAVE POOR BUSINESS POLICIES SO NO I THINK I SHOULD'VE BEEN TOLD OF THE POLICY DURING PURCHASE-I KNOW THEY AREN'T GOING TO DO ANYTHING AND THERE'S NO MORE YOU CAN DO BUT I WILL NEVER ACCEPT NOT BEING TOLD THIS WHEN I BOUGHT THE MACHINE AND I WILL NOT GIVE THEM ANY OF MY BUSINESS AGAIN
  
  
  

  
  

• Initial Complaint

  Date:12/19/2022

  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 Jo-Ann fabrics on 12/17/22. Without thinking, I accidentally hit the PayPal pay option, not realizing at first that the address on my PayPal account is an address that I no longer live at and the home of a person that I do not wish to speak with. I contacted Jo-Ann to either correct the shipping address or cancel the order, and they refused but could not give me a reason why. The order has not left their warehouse. There is no reason why they could not cancel my order but apparently they were “unable” to do that. They did offer me a refund but the package would have shipped anyway and I do not want the person who lives at that address to get my package or have any information on me whatsoever. At this point it isn’t about the money. I just don’t want the package to leave their warehouse and they will not do that for me.

  Business Response

  Date: 12/19/2022

  Hello ******,
  
  Please accept our apologies for any inconvenience this causes. 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 USPS, you can reach out to your local post office to set up a forwarding address. If the order is sent via FedEx, you can sign up for FedEx Delivery Manager to request that the package be held at your local FedEx 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: 12/19/2022

   I am rejecting this response because:
  
  
  I do not understand why you can’t cancel my order.  At this point I don’t even care about the money.  I just want to stop it from shipping, unless you can GUARANTEE 100% that fedex or usps will help me and get the package to its correct destination. 

  Business Response

  Date: 12/19/2022

  Hello ******,
  
  We sincerely apologize for the inconvenience. Unfortunately, we are unable to assist with your request as our systems are automated and do not allow for us to make changes or cancellations to the orders. we will be happy to share feedback regarding this with our internal teams for consideration in the future.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 12/19/2022

  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:12/16/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered online from the Joann website on Nov 28th 2022. I ordered a Christmas gift for my mother. After almost 3 weeks of the company having my money, they have done nothing with the order. I called customer service a week ago and spent over an hour on the phone with someone who provided no reference number (though I asked for one), and when I asked to be transferred to a supervisor the same person proceeded handle the call. I was told I would find out what was wrong in 1-3 business days but I have gotten no resolution. I have emailed to follow up, and the replies are vague and unhelpful. Their website shows that the items are in stock. The customer service is horrific, they’ve had my money for weeks and not even processed the order (let alone shipped it), and now I am out money and the family gift meant for my mother. I just want the items I ordered delivered in time for Christmas and feel as though this company is robbing me. My order number is ***********. Thank you.

  Business Response

  Date: 12/20/2022

  Hello ******,
  
  Please accept our sincere apologies for any frustrations this has caused. Upon taking a look, we do see that this issue has been resolved through Customer Care and your order should be arriving soon!
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 12/26/2022

   I am rejecting this response because:
  
  
  In my complaint, the option for resolution was for the items to be received by Christmas. Not only was the order not prioritized to expedited shipping, it is now further delayed. I provided a generous grace period before rejecting this response. 

  Business Response

  Date: 12/29/2022

  Hi ******,
  
  Upon reviewing your order, we show that this was delivered on 12/27/22 with ***** tracking number ************. We sincerely apologize for the delay in receiving your items.
  
  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.

  I will note that my version of a resolution was to receive the items by Christmas, which did not happen. The company could have expedited the shipping and chose not to do this. 

• Initial Complaint

  Date:12/15/2022

  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.

  This is just great! After 10 days you tell me there are no more? You sent me one? Would I have ordered 10 if I just needed one? What horrible service ! I should be reimbursed for my entire order and compensated for whatever I have to pay for more now!
  Will be the last time I order or use your services for anything . I will also make sure and leave a ‘glowing’ comment on your website!

  Business Response

  Date: 12/16/2022

  Hello *****,
  
  
  Please accept our apologies that we were not able to fulfill your entire order. 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.
  
  
  Sincerely,
  
  
  JOANN

• Initial Complaint

  Date:12/15/2022

  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 Sizzix big switch and it was missing components and I contacted their customer service number & I was told by ******* I can return my item to the local store & I went to the local store & I was told by the cashier I would be charged a restocking fee & I asked why I would be charged a restocking fee if it was missing components & she calls her manager. The manager was named ***, a bald effeminate male who was extremely rude & considering. I asked him not to speak to me that way & tells me I can’t return it & I need to call the manufacturer. I asked him to show me the policy online because that’s not what it states and he couldn’t. I was told by ******* that I could return it to the local store. I didn’t buy it from the manufacturer, I purchased it from Joanns. I want a full refund and return the item.

  Business Response

  Date: 12/16/2022

  Hello ******,
  
  We are sorry to hear that your item arrived missing components and the store would not allow you to return the item. Per our return policy, 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 are showing that there was an escalation made through Customer Care for further assistance. Someone should be reaching out to you soon!
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 12/19/2022

  [BBB Transcription via Email]

  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.

  ****** ******* <************************>
  Fri, Dec 16, 5:58 PM (3 days ago)
  to *********
  
  Good Evening,
  I was able to spread with ***** at the Fayetteville Pavilion location and was able to return. He advised I was given a broken return, the weight of the new machine was much heavier & had all the components. Thank you for your assistance.