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:11/16/2022

  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 November 15th, 2022, I received an email weekly ad from Joann Fabrics. It showed an ad for a Cricut Maker 3 on sale for $269. The image and the wording were not correct. I reached out to customer service through email and they assured me the price would be changed and I could purchase the Cricut Maker 3 at the ad price plus a bundle of materials but must do it over the phone. I was on the phone for 50 minutes trying to explain the false advertising they have in their ad. They then decided to say the computer wont allow the adjustment. I asked "how many people are purchasing this, getting it thinking they're getting a maker 3 machine like the ad states but end up with a maker? Then you charge them a restocking fee on these machines you falsely advertised. That doesn't seem right at all." All I kept getting was "I understand where you're coming from. The picture in the ad shows the exact bundle." The ad states something different. They offered me a $15 egift card but that does not justify their false advertising. They also seemed to insinuate that it would be the customers fault if they didn't read the description fully. When an ad states a certain item is on sale, that should be the item I'm buying.

  Business Response

  Date: 11/17/2022

  Hello ******
  
  Please accept our apologies for the confusion! The Cricut Maker 3 Blue Cutting Bundle is on sale for $269. This is item number 19319631. The Cricut Maker 3 Mist is on sale for $379. This is item number 18358119. These are different products and are advertised correctly in the email and on joann.com.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 11/17/2022

   I am rejecting this response because:
  
  
  When you look that the ad it states a Cricut Maker 3 blue cutting bundle. When you click on the ad it shows a plain Cricut Maker bundle. They are entirely two different machines and it is false advertising. People are seeing they are buying a Cricut Maker 3 in the ad but the website/company is actually selling a Cricut Maker. 

  Business Response

  Date: 11/18/2022

  Hello ******
  
  We sincerely apologize for the confusion. These are two different items advertised at two different sales prices. The links in the promotional email work correctly to direct you to the item that pertains to the sale advertised.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 11/18/2022

   I am rejecting this response because:
  
  
  The ad states again Cricut Maker 3 blue cutting bundle. The website description says it's a Cricut Maker blue bundle. Your ad is misleading and it's wrong. I'll be shopping elsewhere for all my crafting supplies from now.

• Initial Complaint

  Date:11/16/2022

  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.

  Joann said that they have delivered my packages and I did not receive them except for one tiny package. I contacted customers service to asked them what to do and they say they can’t refund me because the tracking shows that it has been delivered. Which means I just spent over $200 at their store for just one ball of yarn that’s like $5. They say they can’t do anything about it.

  Business Response

  Date: 11/17/2022

  Hello,
  
  Please accept our apologies for any frustrations that this has caused. We are showing that your order has been delivered in a total of 7 packages. 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 may have came into contact with the package, with your leasing office or property manager (if applicable) as well as your local FedEx or post office. If you are still unable to locate the package 3-5 business days after the package is showing delivered please let us know so we can investigate and help you further.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 11/17/2022

   I am rejecting this response because:
  
  
  As told to the customer service, it has been five days since the last package was sent that I did not receive and the first package that was supposedly delivered was 2 weeks ago. As mentioned when I talked to customer service, I have talked to my neighbours and the delivery company and no one knows anything. 

  Business Response

  Date: 11/18/2022

  Hello,
  
  All packages for this order are showing as delivered. Our suggestions in this case are to check the perimeter of your house or delivery location, with any friends, family or neighbors that may have came into contact with the package, with your leasing office or property manager (if applicable) as well as your local FedEx or post office. If you are unable to locate the packages after completing these steps, please contact Customer Care directly for further assistance.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 11/18/2022

   I am rejecting this response because:
  
  
  I have also checked everywhere and have tried contacting the delivery companies but nothing could be done. I have also contacted Joann’s customer services directly and was told that since it was marked delivered, nothing could be done. 

• Initial Complaint

  Date:11/15/2022

  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.

  I ordered Artbins online and received damaged items - two of the five Artbins that I ordered are cracked. I've scoured the Joann website and there is no information with respect to customer recourse when receiving damaged items. The only information that somewhat relates, details how to return items. But I would like the damaged items replaced. And if the answer is to return the damaged items, I don't understand why I should pay to return damaged items (per Joann return policy) if that is the solution.

  Business Response

  Date: 11/16/2022

  Hello ***,
  
  We are sorry to hear that your items arrived damaged! For assistance with the damaged items on your order, please reach out to our international order customer service at ***************************** 
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:11/11/2022

  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.

  For over a week, Ive placed 5 orders for the same items on *********: #***********, #***********, #***********, #***********, and #***********.EACH TIME, ********* CANCELED THE ENTIRE ORDER simply because just one or two items werent available. I called **************** after the first order was CXLd on Nov 2nd. The agent said that entire orders get cxl'd because their system doesn't know how to just fulfill part of an order. ??? When I started to get frustrated, he deliberately hung up on me. I know it was deliberate because he asked for my number at the beginning of the call in case we got disconnected, and he did NOT call back. When I called **************** the phone # wasn't working, so I e-mailed **************** on Nov ******* first **************** reply was on Nov 4th from ******************, When an order is placed on ********* the items are sourced to different store locations for fulfillment. 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 split the original order into 2 or 3 orders (and well offer reduced) pricing and shipping.I asked how would I know how to split the orders so they'd get fulfilled, but I didn't get a reply.The next replies were from ***** A: Nov 5th = the same unsatisfactory explanation of fulfillment issues; Nov 7th = an promise of a $10 gift card which should have arrived by Nov 9th but did NOT arrive; Nov 10th = letting me know she escalated the issue to her upper department, who will contact the warehouse to and then contact me. Nope.By now most of the items I wanted are gone and prices have gone up. And STILL no replies or $10 gift card or free shipping from ****************.I've shopped in ********************************************* for over 25 years and have used ********* since COVID. This issue is beyond ridiculous and frustrating.Thank you.******************************* ***********, **

  Business Response

  Date: 11/14/2022

  Hello ********,
  
  Please accept our apologies for the frustrations this has caused thus far. Upon reviewing your recently placed orders, I do see that these were cancelled due to a sourcing error in our system. When an order is placed on ********* 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. Our teams are currently investigating this on their end to see how we can avoid these types of cancellations in the future.
  
  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)  Your $10 gift card has been requested and should arrive within 1-2 business days. The email containing this gift card may come from ******** (our gift card supplier)
  
  Sincerely,
  
  JOANN  

  Customer Answer

  Date: 11/14/2022

   I am rejecting this response because:

   

  (1) I already received the generic boilerplate language provided in the first paragraph: that the ********* system cannot handle sourcing issues it simply cancels the entire order rather than ship the items that are available.I was given this info on Nov 3rd on the phone by a customer service agent who deliberately hung up on me and did not call back (thats how I knew it was deliberate). And I was given this same info twice by e-mail from two different customer service agents on Nov 4th and Nov 12th.********* is failing to provide a reason why their system cannot handle a multiple-item order and/or why they keep using a system that is not up to the task of fulfilling orders with many items.
  
  (2) I already received the suggestion provided in the second paragraph about splitting my order into 2 or more orders by **************** on Nov 4th.I replied to *******, I'd be happy to split the order into two or three orders online, but then I'll be charged shipping fees. And how do I know these orders will somehow make it through your system without being CXL'd if one item isn't available? No reply to this question. No offer of free shipping. No offer of calling me so I could do the ordering with an agent on the phone.
  
  (3) As for the $10 gift card promised in the second paragraph: I was already promised a $10 gift card on Nov 7th by ************, who said Id get it by Nov 9th. I did not get that gift card, so Im not sure why I should expect this newly promised one. And, to be honest, a gift card should be offered in a greater amount to compensate for the lack of follow-through and the hours of time Ive spent on the ********* website placing the relatively same order over and over and over and over and over again.
  
  (4) In my reply e-mail on Nov 13th to ********* Services)******* Nov 12th e-mail, I said that there is NO MENTION on the website warning customers about the limits of the sourcing system, and that Joann SHOULD mention it. I also said that because the ********* system cannot handle sourcing from several locations to fulfill an order, they probably shouldn't list the seasonal clearance items for sale online because the system doesn't know how to handle it.

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

   

  
  

  Business Response

  Date: 11/15/2022

  Hello ********,
  
  Our teams are looking into cancellations of this nature to see how they can be avoided in the future. Unfortunately, at this time, some orders are subject to this cancellation if the order is sourced from the maximum number of fulfillment locations allowed by our systems.
  
  The email sent to you providing you with the suggestion to split the order into smaller orders does mention that we will be more than happy to honor the original sales pricing for the items as well as free shipping on the orders. You may call our customer care line at ************ to place the orders with the discounts applied at the time the order is placed. If you wish to reorder on *********, you may reach out to us with the order numbers once they ship and we can apply the refunds to honor the original pricing and free shipping at that time.
  
  Upon reviewing the previously offered gift card, I found an error which resulted in the gift card not being sent. I can confirm that the $10 gift card was issued to your email address this morning (11/15/22).
  
  I will be happy to share your feedback regarding posting a notification that some orders may be cancelled for this sourcing issue with our teams for review and consideration.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 11/22/2022

  [BBB Transcription via Email]

  
  ******** <**********************>
  Mon, Nov 21, 10:02 PM (9 hours ago)
  to me, ********
  
  I tried replying online to the second message from Joann (below), but the reply feature was not working. This is my reply to Joann's reply:
  
  My frustration was not because of the items’ pricing. The issue all along has been the fact that your sourcing system is absolutely dysfunctional because it CANCELS THE ENTIRE ORDER if just one or two items aren’t available. This ridiculous glitch caused me to miss out on buying many end-of-season items before they sold out.
  
  I would have been happy to place one order per item, but that would have meant paying for shipping for each order.
  
  In this message, you state that “the e-mail sent to you mentions that we will be more than happy to honor the original sales pricing for the items as well as free shipping on the orders.” I’ve re-read all the e-mails I received from Customer Service: NONE OF THEM offered Free Shipping so that I could place one order per item so that I could get the items I wanted.
  
  And as for calling Customer Service to try to place an order, the first (and only) time I did that, the agent hung up the phone on me because he was frustrated that I was frustrated with your sourcing system’s weakness. I called back, but the number wouldn’t go through. NOTE: your customer service number is not Toll Free, so that meant I paid for someone to hang up the phone on me. I have NEVER received an apology for this rude behavior, nor did anyone call me to try and work through these problems.
  
  
  I think Joann has a long way to go as a online vendor becasue they use a system that is unable to figure out how to fulfill an order that necessitates pulling items from several locations. They absolutely need to state very plainly on their website that if you're placing an order for more than 3 items, their system may CXL the entire order even if just one of the items is not available. 
  
  This was a nightmare. None of the items Joann sells are critical to have - they're items for hobbies. Why the hell would I ever trust them again to prpperly handle and fulfill an order?
  
  ******** *******
  **********************
  *** ******** **
  

  
  

• Initial Complaint

  Date:11/10/2022

  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.

  We purchased a ****** sewing machine on November 2, 2022 from the **** ** ***, ** JoAnn store. On November 8, 2022, my wife attempted to operate the machine to test its function. She set up the machine per the included start up guide and prepared her materials. As she started sewing, she got about 2" and the machine jammed. A huge knot under the fabric. She checked everything, cleared the knot and thread, and started again. The same thing happened. Then she re-did the bobbin and set up, to confirm; the jams continued. I packed the machine up and returned it to the store. I was told they do not take back "opened" electronics or anything with a cord. I explain the machine was defective and was told that I must work with the manufacturer/vendor, ******. The next day I contacted ****** and received back an e-mail that told me:
  "I'm sorry to hear that you are not happy with the **** you've purchased at JoAnn's. ****** is not responsible for JoAnn's return policy, but we do stand behind our manufacturer warranty. "
  My wife was working on her crafting hobby which at this time of the year is peak season. She needed the machine for a new design she was working , but subsequently changed the design to not need the machine since it was not working; albeit not as nice as the original. Waiting for warranty repairs on a NEW machine is not acceptable and she needed it now not in weeks from now. So now I am stuck with a $120 **** ****** sewing machine and each party (****** and JoAnn) is pointing the finger at each other. I want a full refund and return of the machine with having to pay shipping charges.

  Business Response

  Date: 11/10/2022

  Hello *****,
  
  Please accept our apologize for any frustrations that this has caused. Per our return policy, an opened machines cannot be returned. Our policy does state to work with the manufacturer directly if the product is defective. While ****** is unable to assist with the return of a machine purchased through JOANN, they are able to assist through their warranty with the defective machine. You may view our return policy here: *********************************************************************
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 11/11/2022

   I am rejecting this response because:
  The machine did not work properly out of the box, which the seller should be held responsible. Sending a customer to a third party , who will NOT refund for a not working machine  is poor practice. I should not have to wait weeks for a repair, when I needed the machine now; an then found a work around.
  
  

  Customer Answer

  Date: 11/14/2022

  [BBB Transcription via Email]

  
  ********************
  Fri, Nov 11, 10:49 PM (3 days ago)
  to **
  
  ******** ********:
  
  I was approached by the store Manager where we purchased the sewing machine. I had previously contacted the Customer Care center and discussed my complaint to a Customer Care Manager who assigned me to a Special Ops team member.  I never heard from that person.
  
   
  
  The store manager offered to do a complete return of the machine without a restocking fee. She told me that the original store people on the evening I tried to return the machine did not know how to do the cancel of the restock fee and that I left because of that. In fact they refused to allow a return at all.
  
   
  
  This long store, short. This issue has been resolved as I received a full refund and return of the machine.
  
   
  
  This case can be closed.
  
  Thank you
  
  ***** ****

• Initial Complaint

  Date:11/09/2022

  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 made a purchase November 7 for a total with shipping of $134.74. A customary hold was placed on my credit card for that amount. As items have shipped, I have been charged again each time for higher amounts than the cost of items in the shipment. Once for $39.96, and again for $68.61. The initial hold for $134.74 was NOT removed despite items having shipped and been received.
  
  4 items were cancelled due to lack of stock. The initial hold was not adjusted, despite those items never shipping.
  
  I have now paid over $243 for roughly $89 worth of items. When I contacted customer service, they asked that I send my full name, the first 6 numbers of my credit card, the last 4 digits of my credit card, and for the email address and fax number of my bank (**** ** ******* **) so they could send a written request for the hold to be removed. Customer service also said that they could see the hold, and already had the last 4 digits of my credit card (although they also asked for that too), but needed the rest of my credit card number and proof I had been charged repeatedly. I was never asked for an order number, or what amount of money I was even referring to.
  
  This seems...fraudulent. I was to pay for the items I received, and I don't want to pay for items I didn't receive. I want to pay *once* for the correct amount. I also don't want to send my credit card information to an agent who claims they can see the charges, but needs more information that should be in front of them. I also would like to deal with a major corporation that knows how to contact a multinational bank without the customer having to provide a fax number (?!?) to get an ELECTRONIC charge reversed.

  Business Response

  Date: 11/10/2022

  Hello *****,
  
  Please accept our apologizes for any frustrations this has caused. 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: ******************************.
  
  While the authorization hold is released on our end automatically, it can take a few days for your card issuer to release it on their end depending upon their policies. We would be happy to send a written request to your card issuer asking that they release the hold on their end. In order to do so, we will need 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  
  Once this information is provided, we can get the request sent to your bank right away.
  
  Sincerely,
  
  JOANN  

  Customer Answer

  Date: 11/10/2022

   I am rejecting this response because: this is not how electronic banking actually works. 
  
  
  

   

  An authorization hold should not remove the money from a customer account and then remain until after items are received. An authorization hold should also adjust if and when the total cost of the order changes (such as in the case of cancelled or substituted items).

   

  And an authorization hold, a real one, doesn't require the business or the customer to place a written request for refund (because, an authorization hold is NOT a payment, and therefore DOES NOT need a refund).

   

  This business "practice" is attempted fraud. Hoping the customer won't notice, Joann simply charges several times and then when called out makes it extremely difficult for the customer to be made whole. And if you look through these complaints, most of them are indeed calling out this exact same issue.

   

  How this is allowed to continue is beyond me. 

   

   

  Business Response

  Date: 11/11/2022

  Hello *****,
  
  
  We sincerely apologize for the frustrations this has caused. We would be more than happy to assist by sending a request to your bank asking them to release any holds still pending on thier end. In order to do so, we will need the previously requested information.
  
  
  We will also be sure to share your feedback regarding these processes with our internal teams for review and consideration in the future.
  
  
  Sincerely,
  
  
  JOANN

• Initial Complaint

  Date:11/05/2022

  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 tried purchasing on their app. I was charged without it properly processing via their app. I was charged to my bank account, but was never getting a confirmation number from the store. When reaching out to their customer service via email. I kept getting really generic responses and no questions were being answered. Just that it was normal for the authorization on my bank account. When I asked again for a confirmation number, I was just met with what IS my confirmation number for the order. They are essentially stealing money from me at this point. They are charging me for an order that was never correctly processed through their system in the first place and I was never provided with a confirmation to confirm this charge to my account. Now I’m having to fight with my bank to get this charge disputed.

  Business Response

  Date: 11/07/2022

  Hi *******,
  
  Please accept our apologize for any frustrations that this has caused. Upon taking a look, we do show that your order attempt made on 11/4/22 failed to process. 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 Customer Care 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.
  
  Even if your order did not process, you may still see an authorization hold on your account. An authorization is not a true charge, and will be removed in a few days depending upon your card issuers policies.  
  
  Sincerely,
  
  JOANN 

• Initial Complaint

  Date:10/31/2022

  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 order on Joann's website on October 16. It has been in processing status ever since. It is now October 31st. I emailed customer service on the 29th and the response I got was shipping time is 6 to 10 days with the first 3 days for processing time. It has been 15 days since order was placed and it is still in processing status. Obviously they don't even look up the order to see when it was placed, just send out a stupid response that makes no since and think I am supposed to be satisfied. Real good customer service! I am done with ordering from them anymore! I want the order canceled as I need the items now not next month.

  Business Response

  Date: 11/01/2022

  Hi ****,
  
  Please accept our apologizes for any inconvenience the delay has caused. We are looking into the status of this order and will let you know once there is an update available.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:10/28/2022

  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 placed an order on 10/28 because they had a discounted shipping rate promo. I applied to promotion to my cart and it displayed correctly, bringing the shipping down from over $10 to $1.99. With the shipping promotion applied, my total was under $7. I went to utilize Paypal checkout (as I often do) and verified my payment option and address. After doing so, I clicked on a button at the bottom saying "continue to review order" only to immediately have the order completed without review, and be charged over $14 instead. Not only did I not hit a button to complete the order, the promotion was no longer in my cart and I was charged over $10 for shipping. I immediately tried calling the company and they were not available, so I sent an urgent email to them regarding the situation. The opened at 9am this morning and I still haven't heard a response. Very disappointed in the bait and switch and seriously concerned about the lack of availability to review order before it was placed. I've never had this happen before in an online/mobile ordering experience. There is no way to cancel the order online, and according to their policy, cancellations are not allowed? I need someone to adjust the total amount charged or cancel the order completely.

  Business Response

  Date: 10/31/2022

  Hi ********,
  
  Upon looking into this, I do see that an agent has refunded $7.01 on your order to properly apply the shipping discount. You should see this refund within the next 3-5 business days.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 10/31/2022

  [BBB Transcription via Email]

  
  ******** ******* ************************
  Attachments
  Fri, Oct 28, 10:38 PM (3 days ago)
  to me
  
  Hi, I've been contacted by email from Joann regarding my experience.  I attached a screenshot of the email and my response.  I'm still awaiting an adjusted charge. 

  Customer Answer

  Date: 10/31/2022

  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:10/18/2022

  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.

  On 9/18/22 I made a purchase at the Jo-Ann store in ******* **. It was for $71.73. The store’s credit/debit card payment machines were having difficulties and the payment would not complete. The store employee ran my debit card a dozen times, and eventually switched to a different register. Finally, the payment went through, and she assured me that the store was just having difficulties and I would not be charged multiple times I was, in fact, charged once on 9/18/22 and another payment processed through my bank account on 9/21/22 for the exact same amount. I brought this up to their customer service who gathered information and assured it would be corrected, and yet a month later, I still have not received my money back. Customer service is difficult to get a hold of and takes a great length of time over the phone, and days over email. They can do nothing except assure me that I will receive my money sometime, but that has not proven to be the case.

  Business Response

  Date: 10/19/2022

  Hi *******, 

   

  The duplicate charge was reversed as of 10/10/22. If you are not seeing this reflected, we would suggest reaching out to your financial institution for further assistance. 

   

  Thank you, 

   

  JOANN Customer Care

  Customer Answer

  Date: 10/24/2022

   I am rejecting this response because:

  I have talked with my bank and a refund does not exist nor has this company given me any sort of confirmation number or verified that it has been done correctly. It has not been credited to my bank account. Their customer service is insufficient, taking days to reply to each message. So bottom line is that they say it has been done but have offered no proof. They’re keeping my money fraudulently, either by incompetence or intent.