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:09/18/2022

  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.

  Everytime I walk in the door of Joanne at ********************************************** my asthma is triggered! I spoke to someone there and one of the employees explained to me that another employee passed out and was rush to the hospital! I can tell you for at least three months their ac units have been out! This is rediculous and is a hazard to consumers not to mention having to wear a mask but to shop or spend money at this location and they arent concerned about the health of their employees let alone the consumer yet they are still taking peoples money! Horrible experience!

  Business Response

  Date: 09/19/2022

  Hello *******,
  
  We are sorry to hear that this has made you as well as others uncomfortable. We will be reaching out to the store leadership team for this location to ensure that the air conditioning issues have been reported to the proper teams for repair.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:09/17/2022

  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.

  Wish I had read all these complaints, first! A year ago I had so many issues with an order (they mis-advertised a coupon saying "this + that" and then told me it meant "this OR that," they made a mistake and refunded some, but not all my money, then had to argue to get the rest). I went to order some yarn today as a gift for my mother. I was using a VISA gift card (which is accepted anywhere VISA is accepted!). It kept giving me errors, the site wouldn't load the checkout step, etc. I used Chrome and Firefox on a desktop pc, a Chromebook and even got the app (which snuck in several duplicates of my items which I had to ruin the surprise and ask my mother which ones were doubles). I even tried PayPal but nope. I contacted via email and Twitter. Twitter told me I have to use Chrome, clear my cookies and clear my cache. 1. I should not have to alter my pc or use a certain browser, 2. that had nothing to do with it! I wasted HOURS of my time on all this just to finally be told they accept actual VISA credit cards but not VISA gift cards! Nowhere does it say that on the site to save a LOT of time. Not everyone HAS or uses actual credit cards! I paid for mine and it is legal tender and should be accepted since it SAYS on the card it is accepted where VISA is! I finally had to use a bank card, which I was not happy using and now I see all these fees and double-charges people got! I even called the store and was given another number and they're closed until Monday! Horrible service! Sketchy practices! And discriminating against people without credit cards! My card is legal tender and should not be refused as payment!

  Business Response

  Date: 09/19/2022

  Hello,
  
  We sincerely apologize for any inconvenience that this has caused you. We are sorry to hear that you were experiencing trouble submitting an order. Our site is optimized to work best with Google Chrome, which is why we recommend using this browser and clearing your cache and cookies for the best online ordering experience.
  
  At this time, we are unable to accept VISA, Mastercard, Discover or American Express branded gift cards. You may pay for your order with a VISA, MasterCard, Discover or American Express credit card or debit card, or for U.S. Customers only, a JOANN Gift Card. This is stated on joann.com here: ****************************************************************
  
  Sincerely,
  
  JOANN 

  Customer Answer

  Date: 09/21/2022

   I am rejecting this response because:
  
  
  You already sent this same form letter to me and I explained it already but you ignore it.

   

  The visa gift cards say they are accepted everywhere visa is accepted. You choose to refuse legal tender!

   

  I should not have to use a special browser just to order from your site! I also should not have to alter my xomputer to order! That said, I DID use Chrome. I used Chrome and Firefox on a desktop computer. I used a chromebook. I even wasted time downloading the app and all that did was double some of my items resulting in me ruining the gift surprise by having to ask my mother which items she didn't want! She didn't know i was buying what was in her order basket and you all ruined that!

   

  It had NOTHING to do with the browser or cookies or cache! It had to do with you refusing to take a payment that should have been accepted as it is legal tender! I wasted time trying THREE different cards, I signed up with PayPal and linked a card and that STILL didn't work! HOURS of my time wasted because of this company and all you do is send a form letter! What about my time? What about the gift surprise you ruined? What about the fact I had to jump through hoops for hours trying to place an order? What about the 10 minutes we were on hold with the store and the woman never even bothered to come back onto the phone?!

• Initial Complaint

  Date:09/16/2022

  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.

  Jo-Ann sends an email to me about every 2 hours. At the bottom of the email is a link to unsubscribe. Several times I have clicked it and checked the appropriate boxes to unsubscribe. The emails keep coming. I contacted Jo-Ann fabrics and they explained that I could only unsubscribe from the emails if I logged in to my account. I don't have any login information for such account. The unsubscribe link is therefore deceitful and in the end does not produced the desired result.

  Business Response

  Date: 09/16/2022

  Hello ****,
  
  Please accept our apologizes for any inconvenience. Upon looking into this, we do see that an unsubscribe request was received on 9/16/22. Since some emails are scheduled ahead of time, it can take a few days for this to fully take effect.
  
  Sincerely,
  
  JOANN *************

• Initial Complaint

  Date:09/16/2022

  Type:Customer Service 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.

  Hi, my name is ************************************* Im a great artist i spends close thousands a month in Joann fabric but On sep. 15 at about 730pm I walked into Joann fabric and was met at the door by an employee yelling at me that you need to leave you are not welcomed here anymore. With confusion and embarrassment on my face I asked why? She repeated that I needed to leave so I walked to check the store hours maybe she was joking so I seen that they closed at 9 and I walked back in and she began to yell again. So at that point I asked her why? So she called a manager. When the manager showed she clearly knew I was the wrong guy. So I walked off with no remembrance of why I was even in the store I couldnt believe Im a daily customer so I finally got my stuff and found the manager and I began to tell her how that wasnt ok how the employee handle it. I told her I feel like loser like I shouldnt be here now. I was told sorry and I walked to the register where the lady who yelled at me was and she did say sorry but the damage was done. She informed that she confused me with a guy that filmed little girls. This hurt my heart so bad that I could be confused for some one like that. I wrote a letter to corporate but I really want legal advice.

  Business Response

  Date: 09/16/2022

  Hello Marquette,
  
  We sincerely apologize for your recent experience at the *******, ******* ** location. Please rest assured that this is being shared with the store leadership team for this location as well as our customer experience team as these teams work hand in hand to address situations such as these on the store level. We appreciate you reaching out to us at the corporate level, and we can confirm that this has been received and is being addressed on that end as well.
  
  We certainly appreciate the time you took to bring this to our attention.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:09/16/2022

  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.

  My issue is echoing many of the complaints already filed against this company. Issues with billing.
  
  I made an online purchase from their website, using PayPal as my payment method. In addition to the one legitimate transaction that cleared my bank account, there are 3 identical pending charges holding up money in my bank account that are from failed transactions due to their website glitching during checkout.
  
  I spent over an hour on the phone with these people trying to resolve this matter, and their best advice was for me to just "wait, and the pending charges would eventually be deleted."
  
  That is NOT an acceptable answer! In the meantime, that is money that I can't use, because my financial institution thinks they are legitimate charges waiting to clear my account.
  
  I want these pending charges deleted IMMEDIATELY. Not next week. Now.
  
  If their website and system of billing is that unstable, it should be scrapped and built from the ground up. You've definitely lost me as a customer.

  Business Response

  Date: 09/16/2022

  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: ******************************.
  
  
  For assistance with a release of the authorizations, please continue to work directly with Customer Care.
  
  
  Sincerely,
  
  
  JOANN

  Customer Answer

  Date: 09/21/2022

   I am rejecting this response because: This response is a shining example of the incompetence of this corporation.  It's clear they didn't even bother reading my complaint.  These were not money holds for an online order waiting to be shipped.  They were 3 IDENTICAL holds on my account DUE TO FAILED TRANSACTIONS, BECAUSE YOUR WEBSITE WAS HAVING ISSUES.  They were pending holds on my bank account that WERE NOT PURCHASES.  It took 5 days for these to expire and disappear from my account, because Joann employees refused to go into their system and delete them.  Keep it up, Joann Stores.  You're going to put yourself right out of business with this manner of financially sticking it to your customers.  I'm definitely done shopping with you.

   

  
  

• Initial Complaint

  Date:09/14/2022

  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.

  Order: ***********,
  The FedEx Tracking Number is invalid,
  I need the correct Tracking Number,
  I cant Track Shipments,
  customer service cant provide valid tracking from FedEx,
  This error happens again and again,
  Please give me the correct tracking number,

  Business Response

  Date: 09/15/2022

  Hi *****, 

   

  At this time the package is in transit, however; we do not have tracking information to provide.  Our standard shipping timeframe as stated on joann.com is 6-10 business days. If the order has not arrived by the eleventh business day (9/21/22), please let us know. At that time we can begin a lost package claim! 

   

  Thanks, 

   

  JOANN Customer Care
  
  

  Customer Answer

  Date: 09/20/2022

   I am rejecting this response because:
  
  
  joann cannot provide valid tracking from FedEx

  14 days have passed, I still haven't received the package

  
  

  Business Response

  Date: 09/21/2022

  Hello *****,
  
  
  
  Unfortunately, we cannot reship items without placing a new order, so I have refunded you in the amount of $125.46. You should see this refund reflect on your original payment method within 3-5 business days. If you used a JOANN gift card, a new gift card will be emailed to you within two business days.
  
  If you would like to reorder, you can place a new order on joann.com, and reply to this message with the new order number once it has shipped to receive credit for any increase in price, as well as the cost of shipping.  
  
  
  Sincerely, 
  
  
  JOANN Customer Care 

  Customer Answer

  Date: 09/22/2022

   I am rejecting this response because:

  I didn't receive my order,the order has not arrived

  
  

  
  

• Initial Complaint

  Date:09/13/2022

  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.

  Like so many other complaints Joann Fabrics is stealing money when you order on line. I spent $204 on line on this past Saturday 9/10.22. Joann's took $408. dollars and is still holding it.They have no right to do that! They won't answer my emails and after waiting on hold for 1/2 hrs the rep told me thats how we do it and it's too f------bad for you!!! This is how I've been treated along with many others. Next I'm going to social media and to the attorney general.

  Business Response

  Date: 09/14/2022

  Hi ****! 

   

  When an order is placed on joann.com, we place an authorization hold on your form of payment. An authorization is a pending charge or hold on a payment account and is not a true charge. The authorization on your credit card or PayPal account allows joann.com to make sure the account is valid and has the necessary funds available to process your order. Your payment method is not charged until we ship your order. As this order was shipped in multiple shipments, you will see this authorization hold drop and be replaced with true charges in the amounts of the individual shipments. This generally takes between 3-5 business days, but may take up to 7 depending upon your financial institution. You can find this information here: http://www.joann.com/faqs.html. 

   

  To expedite the dropping of the hold on your account, we would need to send a written request to your financial institution. We can do this if you can provide a fax, email, or mailing address for your card services team. If this is information that you are unable to provide, we would suggest disputing the hold with your financial institution directly. 

   

  Thank you, 

   

  JOANN Customer Care

• Initial Complaint

  Date:09/12/2022

  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.

  8/18/2022 - We ordered Online from Joann [fabrics and crafts]. My bank was IMMEDIATELY double charged $106.49 - BEFORE THE order was even shipped - for a total of $212.98 - which caused an overdraft fee of $38.
  On 8/19/2022 - I attempted to cancel the order. BUT THERE IS NO WAY TO CONTACT THE COMPANY. No phone number, No email, No customer service. There is only a "contact us" form on the website which is monitored and responded to by an AI bot that sends you back to the website.
  I filed a BBB complaint #******** and the company responded with repeated claims of "The $106.49 is just a 'hold', despite my proof to the contrary. Joann also they refused to acknowledge my requests to cancel the order, even though I told them delivery would be refused.
  8/22/2022 DELIVERY WAS REFUSED. ORDER WAS SENT BACK.
  8/30/2022 - ORDER WAS DELIVERED BACK TO JOANN, and signed for by "*******"
  
  I have since made repeated requests thru the AI bot on their website to be refunded IN FULL and Joann is not responding.
  I have filed additional complaints with the *** and **** ***** ********

  Business Response

  Date: 09/13/2022

  Hi ****, 

   

  Please be advised that due to enhanced safety protocols, it may take up to two weeks for your return to be processed once received. I have refunded you in the amount of $106.49. You should see this refund reflected on your account within the next 3-5 business days. 

   

  Thank you, 

   

  JOANN Customer Care

  Customer Answer

  Date: 09/14/2022

   I am rejecting this response because:

  Because...of the facts that they've lied, have horrid business practices, have taken money from me, and then caused me to file several complaints to get refunded; and the ENORMOUS amounts of complaints against Joann [Fabrics] on many consumer sites about all of the above... I will not accept this response UNTIL I ACTUALLY GET MY MONEY BACK.

   

  
  

• Initial Complaint

  Date:09/05/2022

  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.

  Your ********, **. store is too hot. Do you care so little about your employees that you are not providing them with adequate air conditioning ? It's one thing not to have any thought about the customer's comfort level, the customers can always leave the store. Your employees cannot leave.I am almost 79 years old, and as a customer, I cannot stay for more than 5 minutes in your store.

  Business Response

  Date: 09/06/2022

  Hello,
  
  Thank you for reaching out to us regarding the air conditioning at your local store! I am very sorry to hear that this has made you as well as others uncomfortable. Issues such as this need to be reported by the store to the proper teams. I will reach out to the store to let them know that we have received feedback regarding this to ensure that they are taking the proper steps in reporting this.  Sincerely,
  
  JOANN *************

• Initial Complaint

  Date:09/04/2022

  Type:Customer Service 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 mid August, I ordered about 200 packages (25 per pack) of cardstock from the company. When I went to pick up my order, they had pulled 200 single sheets rather than 25 packs. They told me I needed to discuss with corporate. I made the call and they responded (eventually) by telling me that the pricing was for single sheets, not packages of 25. They also said that they had corrected the issue online. My order was cancelled. I had also placed an order for a different size online. When I received it, the same error had occurred. This time I was credited and told to keep the single sheets. I have since looked at their website again and they continue to list the 25 packs at single sheet pricing. Not all colors of the product are priced this way, so a normal consumer may think that they are closeout items.

  Business Response

  Date: 09/07/2022

  Hi *******, 

   

  At this time it has been confirmed the listing and its price were reflective of a single sheet being sent for the price of a single sheet. The site has been updated to reflect this more clearly. Our website may contain errors, may be missing information, or may not be current. We reserve the right to correct any errors or omissions, and to update information at any time without prior notice to the customer, as is our policy. We apologize for any inconvenience or disappointment that this may have caused! 

   

  Thank you, 

   

  JOANN Customer Care 
  
  

  Customer Answer

  Date: 09/07/2022

   I am rejecting this response because:
  
  
  The website continues to clearly state that you are purchasing 25 sheets. The description for the same says the same thing. This is misleading to customers. I purchased a product-a 25 pack of paper as clearly listed on both the product title and the description. The company tried to give me a single sheet of paper instead. This happened twice and the company has failed to update the products to accurately reflect what product a customer is purchasing.

   

  if a customer purchases a product they should receive the product they received and not have to try to resolve me due to erroneous pricing on the part of the company. 

  Business Response

  Date: 09/08/2022

  Hello,
  
  We sincerely apologize for this. Upon further review, we can confirm that this has been corrected on joann.com to reflect properly. Our website may contain errors, may be missing information, or may not be current. We reserve the right to correct any errors or omissions, and to update information at any time without prior notice to the customer, as is our policy. 
  
  Sincerely,
  
  JOANN