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:09/02/2022

  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.

  10 days ago I purchased a cricut easy press fro Joann located in ****** *******. The press did not achieve the high temperature needed for my project so I came to the store to return it. Which their return receipt says choose a full refund in the original method of payment, an exchange, or store credit. I paid $52.92 but was only refunded $25.92 and then told that all refund have a restocking fee. This contradicts their no hassle return policy. This is unfair and should be illegal. I’m now paying JOANN to keep their product that is theft.

  Business Response

  Date: 09/06/2022

  Hello,
  
  We are sorry to hear that there was an issue with your recent purchase which required for it to be returned. Per our return policy which can be found here: *********************************************************************
  
  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.
  
  Our return policy also mentions the required $25 restocking fee for returned Cricut machines.
  
  We will be happy to share your feedback regarding our current policies with our teams for review and consideration in the future.
  
  Sincerely,
  
  JOANN 

  Customer Answer

  Date: 09/07/2022

   I am rejecting this response because: the company is now referring me to a link about their policy which is not what was given and or posted in their stores. I submitted proof of what I was given at the time of purchase. Nothing specific about cricut machines. This is criminal I receive military disability once a month and can not afford to pay Joann for a product I returned this is insane. I use to support business like this and tried my best to not order fro ****** because it’s closing stores like this but I see that Some stores need to be closed down. Stealing from your customers and then saying I should have reached out to the manufacturer for an item you’re selling is pitiful. 
  
  
  
  

  Business Response

  Date: 09/07/2022

  Hi ********, 

   

  Per our policy, there is a $25 restocking fee for all Cricut machines.  We will be happy to share your feedback regarding our current policies with our teams for review and consideration in the future.

   

  Thank you, 

   

  JOANN Customer Care

  Customer Answer

  Date: 09/07/2022

   I am rejecting this response because: the business keeps referring to an online policy for certain items. I did not purchase the item online I purchase this item in the store. as per my photo I showed what i was given printed by their registers. there are also no signs in the company's stores that read this. No matter how they respond this is theft. upon doing research this new not posted in stores policy was not in place when their debt rose from 771.2mill to 1.3bill in Feb 2020. Joann is trying to recoup money by stealing from it's consumers and unfortunately for them they will follow ***** and ****** to closed doors with these scandles. 
  
  

• Initial Complaint

  Date:08/31/2022

  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.

  Sewing machine purchased 08/10/22. Was not told if box opened item could not be returned. Only told if item returned there would be a $25 restock fee. Once have box opened to check if all accessories there. Telephoned Jo Ann to return item on 08/12/22 both ***** & **** said item could not b e returned if box open.

  Business Response

  Date: 09/01/2022

  Hello,
  
  We sincerely apologize for any inconvenience that this has caused you. Per our return policy which can be found here: *********************************************************************
  
  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 recommend reaching out to the manufacturer directly if the machine is defective or missing accessories as they can assist with those matters.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:08/26/2022

  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 placed an order on August 19, 2022. When I went to pay for the order, I put in my credit card information and received a receipt showing the items were paid in full. NO WHERE when you are checking out does it state that a "hold" will be put on your account for the full amount of your purchase, then when they ship will charge a 2nd time until everything is shipped, then the "hold" will be released.
  
  Because they charged my account the full amount, then charged me additional times because of the different shipments, they over drafted my account (granted my charges were only $20, but it does affect your credit rating when things like this happen) and was unable to use my bank account for two days while they decided to finish sending out my order. It may not be much to *********, but now a days, it is a lot to consumers.
  
  Most companies when they have to put a hold on your account, they only hold $1 charge until everything is processed.
  
  It is unacceptable that ********* chooses to put a hold on your account for the full amount, then charges you again causing issues with credit cards or bank accounts.
  
  I have gone round and round with Customer Service and get the same response, "this is our policy and it's on the website". That is unaccceptable! And to top it off, I still don't have my complete order yet!

  Business Response

  Date: 08/29/2022

  Hello ****,
  
  We sincerely apologize for any confusion 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: *******************************
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 08/29/2022

   I am rejecting this response because: Joann needs to be held accountable for causing overdraft charges by charging someone's account multiple times.
  
  
  
  

  Customer Answer

  Date: 08/31/2022

  [BBB Transcription via Email]

  From: **** ***** <*****************>
  Date: Tue, Aug 30, 2022 at 8:17 AM
  Subject: Re: You have a New Message from BBB Serving ***** ****, Complaint #********
  To: Better Business Bureau <*****************>
  
  
  This issue has been resolved by ********* customer service department as of this morning (08/30/2022). They have decided to reimburse me for my overdraft charges.
  
  Thank you
  ****** *****
  
  

  
  

• Initial Complaint

  Date:08/25/2022

  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.

  Joann's charged me twice for the same order. They say it is common practice however, they didn't do so on a previous order. I told them I want the second charge credited back to my account immediately. They replied only after the order was shipped, so I tried to cancel the order. They said they already shipped part of the orde so they can't cancel the order. They said my account would be credited after the whole oder was shipped. Around seven days. I know it's only around $40.00 dollars but, if there wasn't enough money in my account I would have had an overdraft and overdraft fees to pay. Meanwhile they tie up the money. It seems like an unfair business practice.

  Business Response

  Date: 08/26/2022

  Hello ***********,
  
  I am very sorry for any confusion 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: http://www.joann.com/faqs.html.
  
  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, we would 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  
  If you would like us to submit the request to your bank, please reach out to customer.service@******************** with the requested information and we can get this sent to your bank right away!
  
  Sincerely,
  
  JOANN 

• Initial Complaint

  Date:08/23/2022

  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 Joanns.com and authorized the purchase for the amount of $29.41. Later that day I received an email that part of my order had shipped and my card was charged for the amount $18.20. I called and spoke to customer service about the double charge and was told that the original amount of $29. 41 is a hold placed on my funds and when the items ship they charge the amount and the funds are released 7 days after. No where during my purchase was there any notification that this going to be done, the only amount I ever authorized was the original amount not DOUBLE. This is fraudulent activity no other site that I have purchased from has this kind of practice and this needs to be stopped. I was told that they put information about this in their FAQ section but the information needs to be put directly in the cart area BEFORE you make the purchase so you can decide if you want double your funds held up for a week.

  Business Response

  Date: 08/24/2022

  Hello,
  
  I am very sorry for any confusion 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: ******************************.
  
  Sincerely,
  
  JOANN Customer Care

  Customer Answer

  Date: 08/29/2022

   I am rejecting this response because:
  
  
  I did not authorize any hold on my funds, there was no notice that this was going to happen during the checkout process there for this is a fraudulent activity. I only authorized the original amount. By putting a hold then making additional withdraws you are tying up double the amount of funds in my account which I never authorized. Putting this information in your FAQ section is useless this information needs to be during the checkout process to alert the shopping of your process so they can make the determination if they want a hold on their funds, I was never given this option because you never notified me this was going to happen. Again this is fraudulent. 

  Business Response

  Date: 08/31/2022

  Hi *****, 

   

  When an order is placed on joann.com, the customer does agree to have their card authorized and charged for the items ordered, as per our FAQ page. We apologize for any confusion that this may have caused. We will certainly share your feedback about adding this verbiage to the checkout page with our Team. 

   

  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

  Customer Answer

  Date: 09/01/2022

   I am rejecting this response because:
  

  I attached a PDF of what the checkout process looks like as you can see there is absolutely no verbiage regarding a hold being placed on extra funds. The is not even a link to take you to the FAQ page to tell you about this process. Yes you are authorizing the charge of the amount but to hold an additional amount on top of the amount you are taking out what I am disputing this is the fraudulent activity. This process could easily overdraft someone's account if they are now aware of your practice and the fact that you are not alerting anyone to this is 100% WRONG and Fraud. I am not authorizing you to hold additional funds I am authorizing you to take the funds in the amount of the purchase nothing more. The fact that you are taking more and holding it without my knowledge or my permission is what I am disputing. 

  
  

• Initial Complaint

  Date:08/19/2022

  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.

  Date of Transaction: August 11, 2022 @ 8:52 PM
  Amount of money paid to business: $265.00
  Item provided: ****** Patchwork Sewing Quilting Machine Store posts "YOU CAN RETURN ANY JOANNS ITEM WITH NO HASSLES (no asterisks)
  Receipt number: ***** The nature of the dispute: JOANN Fabrics would not let me return my newly purchased sewing machine! This is a newer policy started earlier this year 2022. They claim, that if you open the box you will not get your money back and they will not return/refund your money. (If unopened they charge you a $25 restocking fee to put it back in the back). I recently bought a ****** Patchwork Sewing Quilting Machine. I took it home and tried to use it on Saturday, it beeped and displayed a C3 error onscreen. I took it back to JoAnns (******* *******) that Sunday and the manager said a defective machine cannot be returned. She said to call the manufacturer, ****** to fix it. They also refused to just take any returns. Their purchase policy does not state buying items “as-is” or any sort of forewarning about returns not being accepted. JoAnns customer service management stated over the phone “once you open the box we cannot make a return or give you a refund” That’s when they informed me this is their new policy that they started this year January 2022. I did call ****** and a rep agreed that’s it odd JoAnns told me to contact ****** after they (JoAnn) collected the money of customers and then send them directly to ****** for the refund once they changed that policy this year. Through ******'s warranty, I have to drive an hour to ****** **. to see if they can fix it and if not maybe I will get a new/refurbished(?) machine.
  The resolution I want: I really want a refund of my money. I do not even want a ****** anymore. I want my money and someone to look into that policy because it is not right at all. There will be more like me if this is not corrected.

  Business Response

  Date: 08/22/2022

  Hi ********, 

   

  At this time electronics must be returned with a receipt and in an unopened box per our policy. Please work directly with the manufacturer if products are damaged upon purchase, or become defective within the warranty period. You can find this information here: ***************************************** 

   

  Thanks, 

   

  JOANN Customer Care

  Customer Answer

  Date: 08/22/2022

   I am rejecting this response because:
  
  
  Hello, 

  I no longer need a refund but I want JoAnns policy to be investigated for false advertising. First, spell incorporates exactly the phrase “You can return any Joann purchase any time with no hassle.” There is no asterisk after this phrase informing people that this policy has changed this year or that it even exists. This is on all of the receipt and even posts on windows and walls at certain stores. This company knows that if people knew that you weren’t excepting an open box to be returned or even defective they would shop somewhere else. Second, The equipment that I purchased was not broken after I used it it was already broken and defective in the box before I purchased it. It should not be on the customer to keep a broken item that they were unaware of purchasing and have it fixed taking it an hour’s drive out of town. This is not right and they lawyers that I consulted said this policy was the “dumb and misleading” Third, JoAnns corporate department allowed us to return their defective equipment after my husband had gotten upset and threatened to take them to court. However the policy is still immoral and misleading to future customers and I don’t think it’s right that other people should experience this hassle that Joannes company claims to prevent. I get that the pandemic has put a lot of businesses in a hard spot financially but that does not make it right to take peoples hard earned money and make them have to jump through hoops and keep a product that they no longer want because of an open box. I had my receipt I had all the equipment in the box nice and neat just as the day I got it. I ask that the people of the you’re so in the Consumers shoes and imagine you bought an electrical piece of equipment from this business and it turned out to be missing pieces or does not turn on. Are you willing to eat those hundreds of dollars? Or drive over an hour away from your home to get that broken piece of equipment fixed? I can honestly say I’ve never in my life have experienced a situation with the business so dirty. I just really feel strongly for anyone else who may run into this situation. I will continue to warn everyone I know who utilizes the store of this new policy as this company has not done so and is not trying to do so. They are making money by simply keeping it when it’s not right. Thank you for hearing me out. 
  

  Again, I no longer require a refund. I just ask that you investigate their policy.

  Business Response

  Date: 08/24/2022

  Hello,
  
  We appreciate your feedback regarding our return policy. This will be shared with all internal teams for review and consideration in the future.
  
  Sincerely,
  
  JOANN Customer Care

  Customer Answer

  Date: 08/24/2022

   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:08/18/2022

  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.

  First time buyer from Joann.com and I WAS RIPPED OFF!! They double-charged my bank for $213.
  They will not give tracking numbers or shipper info.
  There is no phone number, No customer service department or contact, no way to contact them to get my money back, or to refuse delivery.
  The only option is a "contact us" form on their website, which results in repeated auto-replies from a bot, telling you to go back to their un-helpful website.

  Business Response

  Date: 08/18/2022

  Hi *****,
  
  Please accept our apologizes for any frustrations that have occurred with your first order! Upon reviewing your order (***********), we do show that this order was shipped with ***** tracking number ************, and is scheduled for delivery by the end of the day 8/20/22.
  
  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: ******************************* 
  
  Sincerely,
  
  JOANN Customer Care

  Customer Answer

  Date: 08/18/2022

   I am rejecting this response because:
  
  
  IRRELEVANT RESPONSE.

  $106.49 was REMOVED (not "pending) from my bank account, the minute I ordered. BEFORE the items were shipped.

   REMOVED $213 FROM MY BANK ACCOUNT FOR A $106.49  PURCHASE AND I INCURRED AN OVERDRAFT FEE BECAUSE OF IT.

   

   

   

   

   

   

  Business Response

  Date: 08/18/2022

  Hi *****,

   

  I do see that you have already been in contact with Customer Care and provided the information for us to send an authorization hold release request to your bank. Once this is sent, your bank should release the hold on their end. 

   

  Sincerely, 

   

  JOANN

  Customer Answer

  Date: 08/18/2022

   I am rejecting this response because:
  
  
  INCORRECT, REPEAT RESPONSE. 

  The offshore call center agent with a terrible attitude kept saying that "the double charge is just a hold" - which is the same reply I keep getting from you.

  No amount of reasoning or explaining could deter him from repeating the same sentence over and over - or apparently you either.

  He said he could only fix the problem if I gave him my card number, name, phone number - which I did (against my better judgement) and he said I had to wait 7-10 days to see results. I call foul.

  IT IS NOT A HOLD. IT WAS LITERALLY REMOVED FROM MY BANK ACCOUNT

  BEFORE ANY ITEMS SHIPPED

  AND THE DOUBLE CHARGE CAUSED MY BANK ACCOUNT TO BE OVERDRAWN, costing me a $40 charge for the overdraw.

   

  STOP TELLING ME "IT'S FINE THIS IS HOW WE DO BUSINESS" YOU HAVE AN ABSOLUTE GARBAGE RATING HERE IN THE BBB,

  and a simple web serach of "joann.com complaints" brings up thousands of furious customers who have been having the same problems for years.

   

  I AM REFUSING THE PACKAGE AND YOU WILL REFUND ME IN FULL. NEXT COMPLAINTS WILL BE TO THE *** AND **** **. THIS IS RIDICULOUS.

   

   

  Customer Answer

  Date: 08/24/2022

  [BBB Transcription via Email]

  
  ******************
  Mon, Aug 22, 6:11 PM (2 days ago)
  to me
  
  This message is regarding Complaint ID # ********- Jo-Ann Stores, Inc.
  
  Thank you for the help you were able to provide. I wish I had checked that horrid business on your site before ordering from them!!
  
  The packages were refused -unopened- and ***** is returning them to the shipper (Jo-ann).
  My bank returned the Second and THIRD charges [for the same item]. They will help me dispute the last charge when the tracking number shows it delivered to Jo-ann.
  
  I have now contacted the **** ** and *** to help me in this fraud/fiasco.
  
  Thanks again!! :)

• Initial Complaint

  Date:08/12/2022

  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.

  Store holds missions through the Smiles program. Unfortunately, their program does not work through the register. If your card is scanned, then additional coupons are scanned, the card scan is removed and you are not in the credited for the mission. JoAnn is very aware of this problem, as I spoke with my store manager yesterday who called Joann tech support. They explained to her that they have been experiencing problems with the additional discounts and do not have a fix other than to scan the Smiles Reward Card last in the future. My purchase yesterday ($131) would have qualified my for a $5 coupon. I will not receive it. A previous purchase ($168) would have qualified me for a $10 coupon and I did not get that one either. I called customer service about that one. They said that they would issue me a $5 coupon as a courtesy, but I never received THAT coupon. It is 2022. There is no reason why, you cannot fix this known issue and continue to take advantage of your customers with complete knowledge of it. If it happening to me, it for sure is happening to other customers. Corporate puts it back on the stores. One customer service rep told me to have to store re-ring the entire sale. That is ridiculous, especially if there is a long line and corporate has cut hours and they cannot open additional registers due short staffing.

  Business Response

  Date: 08/15/2022

  Hello ****,
  
  We sincerely apologize for the issues you are experiencing using our Smiles Rewards Program. We will be sharing this with our Smiles team for further review and consideration in the future. While our systems do not currently allow for us to add purchases to be counted toward the missions, we will be happy to send a gift card in place of the rewards to your email address. You should receive this gift card within 1-2 business days.
  
  Sincerely,
  
  JOANN *************

• Initial Complaint

  Date:08/11/2022

  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 went to the Joanns fabric store located in ******************************** ***************************************************************************************). I work 5 minutes away from this location, the only time I have to go to this store is after work, my work closes at 8:30pm so i rush over after work. I never go during this time to browse I only go after work if its something that I need for the next day. Today 08/11/2022 I arrived at the Joanns store at around 8:35pm, 25min before close. I went for a simple spool of embroidery thread. I already knew what color I needed I simply had to get it and go. As I am grabbing the color and comparing two shades that are very similar to decide which is the best, which took me about 5 minutes itself. The intercom goes off that the store closes in 15 min and I am about to start heading to the register when an employee by the name of **** who said she was one of the closing managers hollers at me from an entirely different department and says you know we close in 15 min right?!? Then she says youre lucky shes the closing manager today and not me as the closing manager for that day walks by and she starts laughing. Then someone says your hours say you close at 10 and in she still has time and **** responds not when your boss makes you come in earlier for a meeting or something of the sort. I have never experienced anything so unprofessional at an establishment. I loved Joanns but will not be returning. I will continue to shop at Michaels, Hobby Lobby, Amazon, and even ******* for my fabric and crafting needs. I am sure to receive better treatment than I did here at this store. Extremely disappointed.

  Business Response

  Date: 08/12/2022

  Dear ********,
  
  We sincerely appreciate the time you have taken to share your experience, and are disappointed to learn that you had a negative interaction with one of our team members at the *********, ** location on 8/11/22. Rest assured we have shared your feedback with the Store Leadership team responsible for this location and our Customer Experience team. These teams work hand in hand to address situations like this and to improve your future experiences with us.
  
  We thank you again for taking the time to share your experience and hope that you will continue allowing us to serve your future needs. If you need further assistance, please do not hesitate to let us know.
  
  Kind regards,
  
  JOANN Customer Care

• Initial Complaint

  Date:08/04/2022

  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 some yarn from Joanns online on July 31. My card was charged immediately and then a few minutes later I get an email saying that none of the yarn is available. So that was five days ago and I still have a pending charge on my acct!!! I have checked with my bank and they said its on Joanns end. This is so wrong to do this to customers. Why is my hard earned money being held hostage for an order that was canceled by Joanns almost immediately after I placed the order. This company is awful. I chose to order online because you cant ever get any kind of help in the store anymore. Last time I went in there, I stood for 45 minutes waiting to get some fabric cut and could not get any help from anyone. I look for this company to be going out of business in the near future. Michaels and hobby lobby are far superior.

  Business Response

  Date: 08/04/2022

  Hi ******, 

   

  You should see this pre-authorization hold drop within 3-5 business days depending upon your financial institution. To expedite this process, we would just need the first 6 and last 4 digits of the card that was used as well as the email address or fax number for your financial institution. We will send them a form asking them to remove the hold as soon as possible!

   

  Thanks, 

   

  JOANN Customer Care