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. has 4 locations, listed below.

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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:08/02/2022

  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 a sewing machine, as a wedding gift for a friend, on July 22, 2022, at the location in **********, **. The wedding did not take place, so I attempted to return the ***Opened sewing machine on Monday, July 25, 2022, with my receipt. The manager on duty told me that I would be charged a $25 restocking fee. I contested this fee because the item is STILL sealed and ***OPENED. I still have my original receipt, as well as the ***OPENED sewing machine. All I want is to return the item and receive my full refund, of about $120.00 to my **************** card. I do not want a store credit, or a gift card, as I am not someone who normally uses these products. All I want is a full refund. There are NO signs, in the store, that says all sewing machine purchases are "final" or will require a restocking fee, EVEN if ***OPENED. I have sent emails to customer service, and they have responded by showing me fine print on the corporate website. However, I did not purchase from the website, I purchased in-store, and there are NO public signs that alert to this unfair price gauge for ***OPENED items. I look forward to hearing from someone. Thanks in advance for your time and attention.

  Business Response

  Date: 08/04/2022

  Hi ******, 

   

  At this time we are seeing that you were contacted by the Store Manager for assistance with this return on 8/4/22. If there's anything else that we can assist you with, please let us know. 

   

  Thank you, 

   

  JOANN Customer Care

• Initial Complaint

  Date:07/22/2022

  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.

  On July 21, 2022, I went to Joanns craft store located in *** ****** ** on **** ***** *******.
  I was verbally assaulted by a customer while waiting in line.
  I told the manager on duty, but he didn't seem to care and he did not look into it nor kick her out. He allowed the assault to happen.
  I was there buying products, a Minc printer.
  The other customer was loitering and buying nothing. She appeared to be drunk or on meth as she was loud and making a scene and harassing seniors and me in the store.
  
  I could not purchase my item because i was so upset. I left.
  
  End.

  Business Response

  Date: 07/25/2022

  Hi *****, 

   

  I am very sorry that the service that you received at our Las Vegas location was less than excellent. We always wish for our customers to leave our stores feeling as though they have been treated with absolute kindness. Please be assured that I will further address this issue with the appropriate personnel for review and handling at the store level. Thank you so much for taking the time to let us know about this situation! We love having you as one of our customers and hope that you will continue to give us the opportunity to be of service to you at JOANN Fabric and Craft Stores.

   

  Thank you, 

   

  JOANN Customer Care

  Customer Answer

  Date: 07/26/2022

   I am rejecting this response because: The rep never addressed the problem and the response is impersonal. I would like to talk to somebody in corporate. I fell like my issue was tossed out the window and not taken seriously.
  
  
  
  

  Business Response

  Date: 07/27/2022

  Hi *****,
  
  
  We are very sorry to hear of this experience! Please rest assured that this is being shared with the store leadership team for the Las Vegas store as well as our customer experience team. These teams work hand in hand to address situations like this and to improve your future experiences with us. In the meantime, I have requested a call back for you at the phone number provided. You can expect to hear back from a team members within the next three business days. Your patronage is truly valued and I hope that you will continue to give JOANN the opportunity to be of service to you.
  
  
  Sincerely
  
  
  JOANN Customer Care

• Initial Complaint

  Date:07/22/2022

  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 Fabrics runs a website called Creativebug.com and they refuse to cancel my subscription services. They are referring me to a third-party billing agency called Synapse. They provided me a phone number of of ************. I called the number and they say they do not do billing for JoAnn or Creativebug. I have emails documenting that they told me three months ago that my subscription was cancelled and have they have subsequently charged me for the past three months. It's not the job of the consumer to contact a billing company that a vendor uses in order to stop charges on a subscription service. I can't imagine how rampant this is with JoAnn/Creativebug but if my experience is any indication, it's probably a widespread issue. Is there an email address I can forward the emails to?

  Business Response

  Date: 07/25/2022

  Hi *******, 

   

  Your subscription was started with a 3rd party called Synapse. They administer, manage and **** for your subscription and we provide the content. We have cancelled your subscription on our end but you will also need to reach out to Synapse at ************** to request cancellation and make sure they stop billing you for this subscription as well. Unfortunately this is not something that we can do on your behalf. If Synapse is unable to assist, we would suggest disputing the charges with your financial institution directly. 

   

  Thank you, 

   

  JOANN Customer Care

• Initial Complaint

  Date:07/18/2022

  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.

  On July 11, 2022, I ordered some yarn (11 skeins) on sale for a project from JoAnn's online. On Friday, July 15, my order "arrived." Over half of it is missing and two of the skeins I received were in the wrong color. Today, July 18, I called their customer service and was informed that they do not re-send out orders DESPITE THE FACT THAT I'M MISSING HALF OF MY ORDER, and that they would refund me for what was missing and arrived incorrect and that at the time of receiving my refund they would let me re-order and keep the discounted price. The fact that they refuse to re-send orders when they are blatantly wrong is wildly unacceptable.

  Business Response

  Date: 07/18/2022

  Hello ******,
  
  I'm so sorry to hear there was a problem with your order! At this time, our systems do not allow for us to send items without a new order being placed. Due to this, our process in this case is to refund you for any missing or damaged items and then we can assist with a reorder of the products honoring the same sales price and free shipping.
  
  We are showing that your refund in the amount of $26.23 has been processed. You should see this on your original payment method within 3-5 business days.
  
  If you would like to reorder, please feel free to reach out to our Customer Care team via phone at 330-735-6576 and we will be more than happy to assist you. We will make sure that you receive the same prices and promotions that you previously received, as well as free shipping.
  
  If you wish to reorder online, please respond to this email once the new order has shipped (please include the new order number) and I will make sure you obtain the same sales pricing (with any coupons that were applied) as well as free shipping by processing a refund for these costs.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:07/18/2022

  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 just placed an order at Joann's online. Prior to placing the order, I updated my shipping information to my new home. I set this as the DEFAULT shipping address.
  
  After placing the order, I saw it's shipping to my old address; SPECIFICALLY what I DID NOT want to happen,
  
  I called customer service and they said there's no way to cancel the order which is ridiculous. So, I now am inconvenienced by having to recontact them with the tracking info whenever I get it.
  
  So:
  
  1: With a business this size, I would expect a way for a customer to cancel an order - immediately
  2. To be inconvenienced to wait for the tracking order and THEN call in again is ridiculous.
  
  Thank you for looking into this issue for me.

  Business Response

  Date: 07/18/2022

  Hello ****,
  
  Please accept our apologies for any inconvenience that this has caused! Upon looking into your order, we do show that this has been cancelled. You will not be charged for this order. When your order was submitted, your card issuer may have placed an authorization hold on your account to ensure that the funds needed for this order remained available. Any hold placed on your account will be removed in accordance with your card issuer's policy as JOANN will not collect these funds. (Typically within three to five business days. Prepaid and non-traditional account holders may notice that the hold takes longer to expire.) If you have any remaining questions regarding the hold on your account, please contact your card issuer directly.
  
  We sincerely appreciate your patronage, and look forward to serving your future needs.
  
  Sincerely,
  
  JOANN