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:12/05/2022

  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.

  Buyer beware. We tried to purchase some fabric from Joann’s Fabric in person. We tried to return it before 90 days, had the receipt and everything. They still refused to refund us and only offered store credit. They basically said anything over 20 bucks isn’t eligible for a refund. Note this doesn’t match what is posted online. When we asked for written proof, of course the store didn’t have it. I don’t even know if this is permitted by MN law, where policy is to have it written and displayed conspicuously. I would think twice before doing business with them

  Business Response

  Date: 12/16/2022

  Hello,
  
  Please accept our sincere apologies for any frustrations or inconvenience this has caused. Upon review, I do see that this has been resolved with our Customer Care team and you should be receiving a check in the mail soon! 
  
  Sincerely,
  
  JOANN 

  Customer Answer

  Date: 12/16/2022

  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:12/01/2022

  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.

  Trying to place an order online to be told multiple times that my order failed and didn't go through. The next morning, come to find out, my order went through 3 times! Called to cancel the orders and was told there wasn't anything they could do but wait until I got the products and then drive to my nearest store (25mi) to return them. So now, I have an email saying my products shipped on Mon. Only to get an email Wednesday night that my package hasn't even been fulfilled yet. This company sure withdrawed the money for the order when it "shipped" on Monday. At this point I doubt I even see it.

  Business Response

  Date: 12/01/2022

  Hello *********,
  
  Please accept our apologies for this. We do show that 3 orders were submitted on 11/27/22. In order to provide our customers with the best shopping experience, our systems are automated and therefore orders cannot be cancelled after they are placed. 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 **************** 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: http://www.joann.com/faqs.html, or our return policy page found at: http://www.joann.com/return-policy.html.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 12/02/2022

  I am rejecting this response because:

  
  

  So you are telling me that because of a mess up in your system I was stuck with being charged 3 times, but then on top of that I have to pay to drive the returns to the store all because you refuse to cancel the order. It is a bad business practice to not even seem like that matters to you.This is the last time I will be shopping with you but I will also encourage others to stop as well.     

  Business Response

  Date: 12/06/2022

  Hello *********,
  
  We sincerely apologize for any inconvenience that this has caused. At this time, our systems are automated and do not allow for us to cancel orders by request once they are submitted. We will share feedback regarding these processes with our internal teams for review and consideration in the future.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:11/30/2022

  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.

  On november 21st I placed an online order with joann fabrics. The put a hold on my account for the purchased items with the promise that the hold would be removed as soon as the order was shipped. The order shipped on the 23rd and I received an email that the hold had been released. Today on the 30th I still haven't received my money. Upon calling my bank, I was told that the merchant (joann fabrics) still hadn't released the hold. When I called joanns I was told I would have to call my bank. Then I was told it would be the 6th of december before the money was released. Joanns website says 3-5 days. It's been 7 days, They're saying 2 weeks, and I still haven't recieved my money. Absolutely livid, terrible businees practice, shady customer service. ******************************************** ***** give me back my money!

  Business Response

  Date: 12/02/2022

  Hello ********,
  
  We sincerely apologize for any frustrations this has caused you. Upon review, we see that this is in regards to the authorization hold for your recent order. 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. We can send a written request to your bank asking that they release these funds. In order to proceed with this, please reach out to ************* 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: 12/04/2022

   I am rejecting this response because: In your previous response you stated that it was my bank holding the money. Then you stated that you needed 10 out of 12 of the numbers on my ****** card, plus a fax number, plus the amount of transaction, plus this, plus that to release me money. I'm confused, if it's not your company "holding" my money, then how, exactly are you going to release it? ****** me that? Your answer is unsatisfying and, frankly, a complete lie. 
  
  
  

  Business Response

  Date: 12/05/2022

  Hello ********,
  
  
  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. We can send a written request to your bank asking that they release these funds. In order to send them the release, we would need the information they require to do so. I apologize for any frustrations this has caused.
  
  
  Sincerely,
  
  
  JOANN

• Initial Complaint

  Date:11/30/2022

  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 placed an order on the 24th Nov 2022, order was cancelled in its entirety on the 25th. Came across the email about this yesterday and spent most of the day on hold attempting to speak to customer service. Have also emailed and contacted boat text/social media with no response. Was able to get customer service this morning after 30 minutes on hold, one person said I could get a partial order fulfillment and transferred me to another who said that all 64 items I ordered are out of stock (despite website stating there are hundreds in stock each for most of the items I ordered). Total waste of my time. At this point I just want my money back. It has been 5 days and the money has not been returned to my bank account.

  Business Response

  Date: 11/30/2022

  Hello!
  
  Upon looking into this order, I can see that the order was cancelled due to our system trying to source the product(s) from too many locations in attempts to fulfill as much of the order as possible. This generally occurs when the product is low in stock at many of our fulfillment centers. Please rest assured that you will not be charged for this cancelled order.  
  If you would like to submit a new order for these items, we will gladly refund you for any increase in sale pricing, as well as the cost of shipping. Please split the original order into 2 or more orders. Simply place the new orders on joann.com, and reply with your new order numbers. You may also call us ************, to place new orders with adjusted pricing and shipping. (Mon - Fri 9 AM - 6 PM EST).  
  
  When your order was submitted, your card issuer may have placed an authorization hold on your account to ensure that the funds needed for this order remained available. Any hold placed on your account will be removed in accordance with your card issuer's policy as JOANN will not collect these funds. (Typically within three to five business days. Prepaid and non-traditional account holders may notice that the hold takes longer to expire.) If you have any remaining questions regarding the hold on your account, please contact your card issuer directly.
  
  Sincerely,
  
  JOANN  

• Initial Complaint

  Date:11/30/2022

  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.

  Package not shipped as emailed; according to tracking, FedEx has not received the item to ship.
  Order: ***********
  Date: Nov 25, 2022
  
  SHIP TO HOME
  ***** *****,
  
  *** **** ** ************, ** *****
  
  ORDER SUMMARY
  
  Subtotal
  
  $25.17
  
  Shipping
  
  $3.94
  
  Sales Tax
  $1.59
  
  PACKAGE TOTAL $30.70
  
  Awaiting Carrier Pickup
  
  The shipping label has been created. Your package will be picked up by the carrier soon. Check back for updates on your delivery, or sign up for notifications.
  fedex
  Tracking Number:
  **********************

  Business Response

  Date: 11/30/2022

  Hello,
  
  Please accept our apologies for any disappointment. Our system shows that this order is being shipped with USPS tracking number **********************. While the label was created on 11/27/22, our shipping center is currently waiting for USPS to pick up the package. If there is no movement on this package by Friday 12/2/22, please reach out to JOANN Customer Care for further assistance.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 12/01/2022

   I am rejecting this response because:  I  had  to wait 20  minutes to be connected to a representative.
  
  You are the shipper; you are the business. Stop blaming something or someone else because your policies are not presentable.  All the companies seem to have this  hands off policy, but want the money.  This is what hahppens when non-savvy people run a business. Get some training or education, because you are losing customers.
  
  
  

  Business Response

  Date: 12/01/2022

  Hello *****,
  
  We certainly apologize for any frustrations that this has caused. USPS.com does show that this package has been picked up and is currently in transit. They show an expected delivery date of 12/2/22.
  
  Sincerely,
  
  JOANN 

  Customer Answer

  Date: 12/01/2022

  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:11/30/2022

  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 purchased something online today. I paid using PayPal because it is the safest way for me to shop online. I now realize that if i need to return anything, i will have to get a physical gift card issued, not returned to PayPal like every other merchant I've ordered from. How is that even legal?

  Business Response

  Date: 11/30/2022

  Hello *******,
  
  Please accept our apologies for any disappointment this causes. At this time, our stores systems are not set up to be able to refund to PayPal directly. For this reason, our return policy states that any orders paid for via PayPal and returned in store will be issued a refund via a JOANN gift card. If the order is returned via mail, the refund will be processed to PayPal directly.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:11/29/2022

  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.

  On November 22, 2022, I ordered 2 rolls of ribbon (order# ***********. The following day, November 23, 2022, I realized I needed 2 additional rolls so I ordered another 2 rolls (order# ***********). On November 25, 2022, the 2nd order was shipped per my email (order# ***********) and the oldest order was still in process (order# ***********). I contacted customer support and a recording told me it was not possible to speak to anybody that I should send a text. I did not get any response when I sent the text. I sent another one asking why the original order was skipped over and they were unsure why it wasn’t shipped and they promised to get back to me, and never did. In the meantime, the order that had shipped (order# ************) was shipped from Milford, CT and it was due on November 28th to arrive at my home in **********, CT. I tracked the package the same day, and found that it was being shipped to Springfield, MA. I worried it was going to a wrong address so I contacted customer service and they promised me that they would look into it. I also asked if I could have a refund on the order that was still processing because I needed it and they said they do not give any refunds or credits, and then I have to wait for the order to be received before I can return it. This is unfair as when you order something, you need it within a certain timeframe as promised. Yesterday, November 28, 2022 the package is still in the same place in Springfield MA and apparently lost so I called and after about an hour I got through to somebody who said it’s apparently lost and I have to wait it out. So I have two orders that I have not received, nor will I receive any time soon and I need to get these products ASAP. Customer service is absolutely horrific, they don’t get back to you and they don’t resolve anything. I’m stuck with nothing and no explanation. I want a refund for the order that still processing and for the order that is lost or a replacement within 2 business days.

  Business Response

  Date: 11/29/2022

  Hello ******,
  
  Please accept our apologies for any disappointment this has caused! Our records indicate that our agent is working with the fulfillment center for order *********** asking for an update from them. At this time, the fulfillment center has not yet provided our teams with an update. Once an update has been made available, we will be sure to let you know.
  
  In looking at the tracking for order ***********, there is no indication at this time that the order is being sent to an address other than:
  
  Ship To
  ****** *********
  *** *********** **
  **********, ** *****
  
  USPS.com does state that the package is currently at the Springfield, MA distribution center preparing the package for delivery. They are showing an expected delivery date of 11/30/22.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 11/30/2022

  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:11/28/2022

  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 ordered frames online and received the wrong frames. I received a dozen 12x12 to 8x8 black frames instead of the dozen 11x14 to 8x10 gold bead frames. I called customer service, sat on hold for over 20 minutes and my rep did not send me the prepaid label to send these frames back. The rep also didn't put in a replacement order for the frames I originally ordered, but rather argued with me and then gave me a discount code that didn't have any effect on my order - discount code "holidaydeal". This has been a huge waste of my time and I just want to return the frames that I wrongly received for a full refund. I will not be shopping at Joann again after this experience. See attachments.

  Business Response

  Date: 11/29/2022

  Hello ******,
  
  Please accept our apologies for any disappointment this has caused! Upon reviewing your order, we do show that a return label has been requested. We have cancelled the return label request and processed a refund for this order in full ($133.84). You should see this refund reflect on your payment method within 3-5 business days. There is no need to return the frames.
  
  If you would like to reorder the frames, we will be happy to assist in ensuring that you receive the same sales pricing as well as free shipping on the new order. You may call ************ to place the order with the pricing adjusted at the time the order is placed.
  
  If you wish to reorder online, please reach out to Customer Care once the new order has shipped (please include the new order number) and we will make sure you obtain the same sales pricing (with any coupons that were applied) as well as free shipping by processing a refund for these costs.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:11/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have placed four different orders that have been canceled in their entirety. The process of searching for and selecting each of the items within my orders was extremely time consuming. If they’re unable to accommodate large quantities of merchandise being purchased on their website they should disclose this known inability to customers. By the time I received notification that my order was cancelled, many of my selections were no longer available. It is irresponsible and unacceptable for a company to continue with a process that they’re fully aware of being unable to facilitate large orders from online purchases.

  Business Response

  Date: 11/28/2022

  Hi *****,
  
  Please accept our apologies for any disappointment this has caused. When an order is placed on joann.com the items are sourced to different locations for fulfillment. This method is used to help reduce processing time so customers can receive orders faster. Unfortunately, the sourcing of your items combined with the quantity of items ordered has caused an unsolvable sourcing hold in our system, and has resulted in your order being canceled. Please accept our apologies for any disappointment this may cause!   
    
  If you would like to submit a new order for these items, we will gladly refund you for any increase in sale pricing, as well as the cost of shipping. Please split the original order into 2 or more orders. Simply place the new orders on joann.com, and reply with your new order numbers. You may also call us ************, to place new orders with adjusted pricing and shipping. (Mon - Fri 9 AM - 6 PM EST)  
  
  Sincerely,
  
  JOANN
  

  Customer Answer

  Date: 11/28/2022

  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.

   I have attached screenshots of the nine separate orders that were placed in an attempt to have my selections fulfilled.  I’m willing to accept the businesses response and I’m appreciative of their willingness to offset the multiple shipping charges for having to place several orders due to the issue. I sent an inquiry in October about my orders being cancelled and had I received a response explaining the circumstances I could have avoided the situation by placing smaller orders.  

• Initial Complaint

  Date:11/22/2022

  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.

  Nov 20 ordered online. App failed said order did not go through. Ordered online at website. Suddenly both orders processed. Immediately sent a text to joann explaining order issues requesting cancelation of 2nd order. ***********. They never responded. I called the next day around 1pm, still only a half day since order disaster. Suddenly they respond by text. They refused to help in any way. They refused to cancel an order that wasn't sent refused to issue a refund. They're telling me to drive the order back its not possible. I can't drive right now. They're sending 2 orders almost identical. They are keeping my money as well. I am beyond frustrated with customer service of ******************** Please help

  Business Response

  Date: 11/23/2022

  Hello ******,
  
  In order to provide our customers with the best shopping experience, our systems are automated and therefore orders cannot be cancelled after they are placed. 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 **************** 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: http://www.joann.com/faqs.html, or our return policy page found at: http://www.joann.com/return-policy.html.
  
  Sincerely,
  
  JOANN