Business Profile

Fabric Store

Jo-Ann Stores, Inc.

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Complaints

This profile includes complaints for Jo-Ann Stores, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

494 total complaints in the last 3 years.
154 complaints closed in the last 12 months.

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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:02/26/2025
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.
01/01/2025 received a gift card
Surgery has left me house bound
Unable to use it online which would have been a solution.
Not able to go to a store and now can't get an answer at my local location.
If no solution to this problem this is theft!!
Business Response
Date: 02/26/2025
Dear *******,

We sincerely apologize for any frustration this situation may have caused. Due to JOANN's Chapter 11 filing, we are no longer able to accept gift cards on joann.com. Gift cards can be redeemed in stores through 2/28/25.

Sincerely,

JOANN
Customer Answer
Date: 02/26/2025
I am rejecting this response because:
I am unable to get into a store to spend my gift card and I don't even know that my local store is still open cuz I get no response from them when I tried to call them. This is unacceptable. This money was already spent. It's in your pocket. This was given to me by a senior and as you know we are all on a budget. This is awful customer service. I don't care whether they are on chapter 11 or 7:00 or whatever it is. This isn't the way to do it. There's no reason why this couldn't have been left online for somebody to use and I'm sure when this gift card was purchased they knew that they were in trouble. At that point they should not have been selling gift cards. If they couldn't honor them.! Please give me another solution. Send me a check for it. You've got the gift card number. You can see that it hasn't been used.

Business Response
Date: 02/27/2025
Dear *******,

We truly wish we could assist further with this matter, but you can file a claim for reimbursement through the following website: ***********************************************

Sincerely,

JOANN
Initial Complaint
Date:02/26/2025
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 had made 2 online orders with Joann’s. Order#*********** was never fulfilled and I got charged for it. Order#*********** arrived damaged. I tried contacting their customer services regarding both orders via email at [email protected]. Numerous times it came back as undeliverable. I went to a Joann store by me and I was told that since that store is a liquidation store, that can not process a refund for the order I NEVER received or a returns on the damaged item!!
Business Response
Date: 02/26/2025
Dear *****,

Please accept our apologies for any inconvenience that this has caused. According to our records, order *********** was cancelled. 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.

For order ***********, a refund in the amount of $35.16 has been processed for the 2 damaged items. You should see this refund reflect on your original payment method within 3-5 business days.

Sincerely,

JOANN
Customer Answer
Date: 02/26/2025
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:02/20/2025
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.
With JoAnn's closing a number of their stores they also apparently stopped accepting their own gift cards. No warning was given or remedy offered for getting any funds on said gift cards. They are basically stealing money from those with unused gift cards. I have a gift card balance of $8.30 leftover that I am unable to use. Who knows how much others have (and how much it adds up to)
Business Response
Date: 02/21/2025
Dear ***,

We sincerely apologize for any frustration this situation may have caused. Due to JOANN's Chapter 11 filing, we have temporarily suspended on *********, but you can certainly visit your local JOANN store to use your gift card through 2/28/25. We remain hopeful that once the bankruptcy process is concluded, we will be able to resume the use of JOANN gift cards at our non-liquidating locations and on *********.

Sincerely,

JOANN
Customer Answer
Date: 02/21/2025
I am rejecting this response because: the gift card is NOT useable in stores (at least not my local stores).

Business Response
Date: 02/25/2025
Dear ***,

Gift cards are redeemable in all stores through 2/28/25.

Sincerely,

JOANN
Customer Answer
Date: 02/25/2025
I am rejecting this response because:

Gift cards were not being accepted in stores last week. I was told by an employee yesterday that they are norw taking them through this week, but i have yet to confirm by trying to use the gift card. Either way, not taking them for the time period was really ****** and likely screwed over a number of people who don't realize they can now use them.
Initial Complaint
Date:02/17/2025
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.
The date of transaction 02/16/2025 12:21pm. Purchased $228.46. The items recorded on the receipt do not reflect what was purchased and this was not brought to my attention at time of purchase. Reviewed all items purchased with sales receipt. Returned to store on 02/17/2025 approximately 11:00 am. Went to check-out to get help/explanation with purchase and receipt. Spoke with cashier who called Manager(*****).
Issue - Very , very disrespectful to me. She intentionally raised her voice, interrupting me, was confrontational, in front of other customers. I reminded her, she was over stepping her responsibility and was being abusive and asked her to stop. I requested a full refund because she was verbally attacking me and being rude and disrespectful in public. Yesterday we were not notified all sales final. I was told I could return the items.
They refused to refund my money and asked me to leave the store.
Business Response
Date: 02/18/2025
Dear ******,

We sincerely apologize for any inconvenience this may have caused. At this time, we are unable to process refunds for in-store purchases as this must be done in store. However, we have contacted the Store Leadership team at this location to assist you with your issue. They will reach out to you via the phone number you provided to discuss the matter further, and you can expect a callback within the next few business days. Please be advised that if the purchase was made after the store entered liquidating status, they may not be able to assist, as all sales for closing stores are final.
Sincerely,

JOANN
Customer Answer
Date: 02/20/2025
I am rejecting this response because: The items that are on my purchase receipt do not reflect what I purchased. The items purchased and the cost of each item is incorrect and/or not identified by ISBN Code. When I compared the items put in my bag at home with the purchase receipt, I noticed the receipt did not reflect my items. The All Sales Final sign was not posted, alot of people were asking if there was a sale. Alot of confusion in the store. When I went back to the store the next day I was rudely accepted by a cashier. I spoke to a Manage who was impatient and disrespectful as I tried to show her the problem. She raised her voice at me and was abusive in front of other customers. I want a total refund and an apology. It is quite clear the Manager was acting without skill towards me. She overstepped her bounds and should be fired. She lacks competence when dealing with a customer who did try to point out the confusion in the receipt. She saw that it was inaccurate but would not acknowledge it. I should not have to pay and I should not be disrespected in front of other people.

Business Response
Date: 02/25/2025
Dear ******,

We sincerely apologize for any frustration this may have caused. However, please note that this purchase was made at a liquidating store, and the receipt clearly indicates that all sales are final. Regrettably, we are unable to process a refund for this transaction.
Sincerely,

JOANN
Initial Complaint
Date:02/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order online for $99.90 on 1/20/2025. The order was shipped on 1/24/2025 with a delivery date of 2/3/2025. Tracking shows the order has not moved since 1/28/2025. I contacted JoAnn Fabrics on 2/8/2025 asking for them to follow up with FedEx and to ship a replacement order if it was lost. I did not hear back from them so I reached out again on 2/12/2025. To date (2/16/2025) I have not received a response or any compensation. I understand they are going through Bankruptcy but it is completely unacceptable and unethical to take payment and not follow through on delivery or respond to customer inquiries.
Business Response
Date: 02/18/2025
Dear ********,

We sincerely apologize for the delay in responses from our Customer Care team. We are currently experiencing a high volume of inquiries, and our team is working diligently to address all requests as swiftly as possible.

Upon reviewing the tracking for your order, we regret to inform you that the package has been lost. Consequently, we will need to issue a refund in the amount of $99.90. Please note that this order was paid for using a gift card. JOANN has initiated a voluntary court-supervised process under Chapter 11 of the Bankruptcy Code, which restricts our ability to sell or issue new gift cards at this time. Your business is extremely important to us, and we will issue your refund as soon as we are able. We appreciate your patience and understanding in this matter.

If you would like to place a new order for these items, we will gladly refund any increase in sale pricing, as well as the cost of shipping. Please place a new order on joann.com and reach out to Customer Care with your new order number. You may also contact us at ************ to place a new order with the adjusted pricing and shipping. Our Customer Care team is available Monday through Friday from 9 AM to 6 PM EST. Thank you for your understanding.

Sincerely,

JOANN
Initial Complaint
Date:02/16/2025
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.
Joann's has filed for bankruptcy, my local store is closing and I have $150+ of gift card money to spend. After ************************************************ store, even the ones that are remaining open, and are already not accepting them online. Is this legal? I can still spend money in their store, but cannot use a gift card that has already been paid for.Thank you ******** *****
Business Response
Date: 02/19/2025
Dear ********,

We sincerely apologize for any inconvenience that this has caused. JOANN commenced a voluntary court-supervised process under Chapter 11 of the Bankruptcy Code. Due to this, we are currently unable to accept gift cards. We will provide updates if there are further changes to our policies.

Sincerely,

JOANN
Initial Complaint
Date:02/12/2025
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 was given a gift card for Christmas. The closest store is 25 miles away. Previously I was able to use gift cards online, but now the system is "unable to process them". This is absolutely unacceptable. I need a refund for the $17.61 remaining on my gift card as I won't be anywhere near a JoAnn's store in the near future. I have money left on the gift card because there was not sufficient stock in the Knoxville store when I visited after Christmas. There was ONE ink stamp pad and 3 packs of 80# card stock in the entire store.
Business Response
Date: 02/13/2025
Dear *****,

We sincerely apologize for any inconvenience that this may cause. Unfortunately, at this time, we are unable to accept gift cards on joann.com. Please visit your local JOANN store to redeem your gift card.

Sincerely,

JOANN
Customer Answer
Date: 02/13/2025
I am rejecting this response because you cannot change the terms of sale on a gift card AFTER you sell the gift card. This is illegal in pretty much every state. JoAnn's needs to honor every gift card they have already sold and stop selling them (and yes, they have stopped selling them). If they somehow survive this bankruptcy, alienated customers will NOT shop there any more. This only makes sense if they are planning to liquidate and don't care about what happens to their business or their customers.
Initial Complaint
Date:02/11/2025
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.
My sisters purchased me two gift cards for Jo-Ann Fabrics. I just tried to use them and the company says I can’t right now! I have $75.00 worth of cards! I requested they send me a check because I wish to pay for my order.
Customer Answer
Date: 02/11/2025
I have used the gift cards at a location so my complaint is no longer valid. They have filed Chapter 11 and according to the associate on the phone the court told them they could not accept the gift cards online.
Business Response
Date: 02/12/2025
Dear *******,

We sincerely apologize for any inconvenience that this has caused. At this time, we are unable to accept JOANN gift cards on ********* or through our call center. You may redeem your gift cards at your local JOANN store.

Sincerely,

JOANN
Customer Answer
Date: 02/12/2025
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:02/04/2025
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 purchased a Brother sewing machine on 12/17/24 and paid $99.97.
I spent a considerable amount of time in the store, trying to decide between sewing machines. The sales associate assisting me, (cashier #******) told me if I was not satisfied with the machine I could return it. After testing the machine with a couple different stitches I was not happy with how it worked. The presser foot fell off too easily and the thread cutter is in an awkward place. The machine was used less than 15 minutes. I neatly repackaged everything in his place and took it back to the store on Monday, 1/20/25. The associate told me there would be a $25 restocking fee. I told her I was planning on purchasing another higher quality machine in the store that day And ask if they could possibly waive the $25 restocking fee. She called the manager, and then informed me that since I had opened the box of the machine they would not allow me to return it. I asked to speak to the manager and was directed to the back of the store where she was located. I explained to the manager that the sales associate assisting me with the purchased assured me I could return the machine if I did not like it. I would have never purchased the machine at JoAnn’s had I been told otherwise. While in the store I had checked on ****** and the exact same machine was priced less on ****** and they would allow me to return it if I was not satisfied. I chose to give my business locally after being assured, I could return it if I was not pleased. The manager told me that since 2020 their store policy states that if a box is opened, it cannot be return. I told her that their associate should have explained that to me but instead told me the opposite.She would not change her mind. The next day I called JoAnns headquarters and explained the situation. I also sent an email explaining again in detail what happened.They still refuse to allow me to return it.
Business Response
Date: 02/05/2025
Dear ******,

We apologize for any inconvenience caused and regret to hear about the misinformation provided at the time of purchase regarding returns for the machine. Our policy clearly states that once the machine has been opened, it cannot be returned. We recommend contacting the manufacturer directly in case the machine is damaged or defective within the warranty period. Rest assured, we will address this issue with the Store Leadership team to ensure accurate information is provided in the future. Thank you for bringing this to our attention.

Sincerely,

JOANN
Customer Answer
Date: 02/06/2025
I am rejecting this response because: nowhere was it posted in the store that their policy states you cannot return an item once it’s opened. On the contrary JoAnns employee did clarify to me that they would take the sewing machines back. Joanne should take responsibility for their employees negligence. It wouldn’t be too much skin off their back to take the sewing machine back. That’s what a good business would do. Since they refuse to do this, I have contacted my credit card company and contested their charge.

Business Response
Date: 02/12/2025
Dear ******,

We regret to hear that the return policy was not clearly communicated at the time of purchase. We will promptly address this issue with the Store Leadership team to ensure that policies are effectively communicated in the future. Thank you for bringing this to our attention.

Sincerely,

JOANN
Customer Answer
Date: 02/12/2025
I am rejecting this response because:
JoAnn,
You are ignoring your companies negligence by refusing to take responsibility! Your response is exactly what you said last time and it got us nowhere. It is absolutely no benefit to me to know that you are dealing with this within your company while refusing my request to return the machine.
Initial Complaint
Date:02/03/2025
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 attempted to redeem a gift card and was refused. I called customer service and was refused a refund. I just want the total of the card returned to the card that bought the gift card.
Business Response
Date: 02/04/2025
Dear *******,

We apologize for any inconvenience caused by the recent system outage affecting our gift card processing system. The issue has been resolved and you may now proceed to redeem your gift card at any JOANN store location. Thank you for your patience and understanding.

Sincerely,

JOANN
Customer Answer
Date: 02/08/2025
I have attempted to utilize the card in question online today in-fact and now there no place to enter the information to use it what am I supposed to do
Business Response
Date: 02/12/2025
Dear *******,

At this time, JOANN gift cards cannot be redeemed on *********. Please visit your local JOANN store to redeem the gift card.

Sincerely,

JOANN

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Jo-Ann Stores, Inc. is NOT a BBB Accredited Business.