Business Profile

Fabric Store

Jo-Ann Stores, Inc.

This business is NOT BBB Accredited.

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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

493 total complaints in the last 3 years.
155 complaints closed in the last 12 months.

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Submit a Complaint

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:12/31/2024
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.
Recently I wanted to have cushions sewed by my mom’s neighbor who lives in another state. I went in person to the store and they said it was easier to ship fabric online. So I ordered 16 yards of the fabric on your website and received a confirmation email. A week went by without a shipping confirmation. Eventually on the email tracking it said my order had been cancelled but I could reorder it. I reordered and then called your customer service line to figure out what happened to the initial order. I was told by a rep that my reorder would also be cancelled because you all were out of that fabric. I did not cancel the order because I was told it would be automatically cancelled. I then proceeded to pick a different fabric online and shipped that.

Turns out my reorder was never cancelled as it all arrived at my parents neighbors house where I had it shipped. Since your return policy states that returns are accepted with a receipt I took all the extra fabric back to the store last week.

At the first store in Thornton I got my return fabric measured and got a return slip. I took it to the counter and the cash registers were down. When it was my turn they explained it wasn’t possible to return it with the cash registers down. I then took my fabric and return slip to another jo Ann fabric and the clerk accidentally dropped my return slip so we started all over again with the process of getting the fabric measured. I then waited in line again and when it was my turn the cashiers explained to me that they could only give me store credit since I paid with PayPal even though I had the email receipt. I have no use for store credit so I left the store without the fabric or store credit because I was so frustrated, at this point had spent 2 hours trying to return this fabric. I was nearly in tears at how frustrating this whole experience was. I want my 176 dollars back please. I emailed customer service a week ago with no response.
Business Response
Date: 01/02/2025
Dear *******,

We apologize for any inconvenience this may have caused. Please be advised that the Customer Care team is currently experiencing a high volume of inquiries, resulting in delays in responses. Rest assured; they are working diligently to address all incoming inquiries in a timely manner. For best assistance, please reach out to Customer Care at ************************** with a clear photo of the return receipt and the store credit card showing the full number. They will be able to further assist with this matter. Thank you for your understanding.

Sincerely,

JOANN
Customer Answer
Date: 01/02/2025
I am rejecting this response because:

I received no help from the in person team that I went to, and I emailed Jo Ann customer service a week ago and still haven’t received a response. I would like to be reimbursed.
Business Response
Date: 01/03/2025
Dear *******,

Our Customer Care team is currently experiencing delays as a result of a high volume of inquiries. Rest assured, they are the most qualified team to address this matter. Kindly contact them with a clear photo of the return receipt and the store credit card displaying the full number for further assistance. Thank you for your understanding.

Sincerely,

JOANN
Initial Complaint
Date:12/31/2024
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 placed an order online on December 4, 2024. Order # ***********. It was supposed to ship right away but instead shipped in many shipments over the course of a couple of weeks. Online it showed as in stock so I’m not sure why this is. When I received the first shipment I realized that the yarn weight they advertised as “JUMBO 7” was in fact a weight of 6. This is something I absolutely cannot use. I immediately tried to cancel the order via email and was told that I cannot cancel even though most of it hadn’t shipped. Instead, I would need to return the items. To return orders purchased online, you need to email Customer Service with the information to get a return shipping label. I waited another week until everything arrived and filled out their return form online. I did this multiple times. Last week I let Joann know via email that I would be taking extra steps to get this resolved as it has now been weeks of emailing and searching how to return items. I stumbled upon multiple threads online stating their “Hassle Free Returns” is just a lie but I call this FALSE ADVERTISING. I have run out of ideas on what to do with this extremely large box of yarn that I will never use. I called their corporate office but of course it is closed and cannot take voicemail messages. I would like my money back immediately as I have waited a very long time now. I gave you my money right away so Joann should do the same. I see that I am not the only one so disgusted with this corporation.
Business Response
Date: 01/02/2025
Dear ********,

We sincerely apologize for any inconvenience caused by the yarn you received in your recent order. We are more than happy to assist with your return request by requesting a pre-paid return label for you. FedEx will be sending an email with the label attached shortly. Please note that, due to enhanced safety protocols, it may take up to 2-3 weeks for your return to be processed once received. Thank you for your understanding.
Sincerely,

JOANN
Initial Complaint
Date:12/27/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a ******* from **-*** Stores which was charged to my credit card. The order was apparently canceled weeks ago, with no notice sent to me. The charge has already been made to my card and ******** customer service stated that pending charges will be removed once the order is canceled. However, the order was canceled weeks ago and the charge is still on the card. I had to get customer service to email me a statement of cancellation to be able to forward to my bank. None of this should have been my responsibility, which has been time-consuming and should have been unnecessary. Looking online, there are hundreds of recent complaints about this company canceling orders with no notice to consumers while making it difficult to get the charges reversed. Buyer beware, as this seems to be a very common occurrence with this company.
Business Response
Date: 12/28/2024
Dear *****,

We apologize for any inconvenience this may have caused. Whenever changes are made to an order, such as a cancellation, our system automatically generates an email notification to inform you of the updates. We have received reports from customers stating that they have not received these automated emails regarding changes to their orders, including cancellations. Our teams are currently investigating this issue. Sincerely,

JOANN
Customer Answer
Date: 12/28/2024
I am rejecting this response because: This item still needs to be refunded to my card. There is no excuse for this delay, and the email notification of the cancellation is not the only required action on ******** part. To resolve this situation, the refund needs to be completed. This should not require an explanation or further request on the consumer's part.

Business Response
Date: 12/30/2024
Dear *****,

We apologize for any confusion. Please be advised that there are no charges for cancelled orders. 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.

Sincerely,

JOANN
Customer Answer
Date: 12/30/2024
I am rejecting this response because:
This charge still appears on my card. **-*** could easily have backed the charges out which would have removed them. As the order was cancelled by **-***, not by me, with no notice of cancellation, this should not be the responsibility of the consumer to resolve.
Initial Complaint
Date:12/26/2024
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 singer sewing machine at the ************ VA, the short young girl with long brown hair and glasses clearly told me when I asked if it wasn't the right one that I could bring it back. She said absolutely just bring it back with your receipt. Never once did her or the other older lady with the 10 cats working there ever say there was a restocking fee, there is no sign either no where in that store at all either. Had it been I would have never purchased this darn thing! I want my money back for restocking fee that I was never told about and no sign either! So wrong they never told and no sign displayed either and the sales associate straight up lied to me and my wife!! I want a refund back for my $25.00
Business Response
Date: 12/26/2024
Dear *******,

We apologize for any inconvenience this may have caused. Please be advised that our return policy, which can be found here: ************************************************************************************, stipulates that *************** (all brands) & Cricut(R) items will incur a $25 restocking fee when returned open by the customer.Sincerely,

**********************
Initial Complaint
Date:12/23/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For context, I live 5 minutes away from a ********* while the nearest Joann is 30min away from me. However, I been a loyal Joann shopper due to their "great deals", but the unprofessionalism, and more-so rude managers are not worth the deal, especially when cost to cover distance breaks me even ********** the Joann in Poway:I placed a store-pick up order b/c the online deals doesn't apply in store, which is fine. Policy is policy. I drove 30min to go pick up my order but saw they were out of stock on 4 items I needed... fine, whatever. Waited for their restock to place another order, but saw the price drop literally overnight. I came in next day to pick up the order & ask the manager if she could honor the price change, but for whatever reason, honoring their prices would mess up their inventory. I said, that's ok, in that case, I will return these & just place another for pick up. Due to the word limit I'll keep it short, "ugh", "let's get this over with" & "you again" are words I never thought I'd hear when I'm trying adhere to their policy rather than making a fuss about "OMG WHY NOT, THIS AND THAT". Nonetheless, got it returned, and placed a new order to get the ********* day, I drive back. I was missing some items, & when asked, they told me "if it's not there it's not *********** don't know what to tell you". I said that's weird, I didn't get an email about about them refunding the 'out of stock' items this time & the receipt I got confirmed it was picked up. I asked if I could just go check & was hit w/ "do whatever you want, we have to help OTHER customers" as if I wasn't also a customer who spent over $100 here in the short span of 3 days... I checked, they had more than what I ordered in stock, just negligence on their end. However, had I just took their words and left, I would have lost out on $25.I know "it's just $25", but would you be okay if I came behind your register and stole $25? No. Then why are you guys so quick to steal $25 from me?
Business Response
Date: 12/24/2024
Dear *****,

We greatly appreciate the time you have invested in providing feedback on your recent experience with us. We regret to hear that your interaction with one of our team members did not meet your expectations. Please be assured that we have promptly shared your feedback with the Store Leadership team at this location and our Customer Experience team. These teams collaborate closely to address such situations and enhance your future interactions with us.

Sincerely,

JOANN
Customer Answer
Date: 12/26/2024
I am rejecting this response because:

We regret to hear. Couldnt even say theyre sorry. Wow. What great customer service.
Initial Complaint
Date:12/23/2024
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 (placed 11/29), shipped 12/8, wasn’t delivered on expected date (12/11). Reached out to customer support. No response within the promised 48 hours (still haven’t received a response as of 12/23). Package leaves Michigan, to Idaho, I send another email to support to request help on how to get this package that I need for Christmas gifts (12/16) on 12/18, the package can be considered lost by the USPS (and lost via USPS. Filed appropriate claims with USPS for a missing package on 12/18. No response from Joann. Submitted another customer service request on 12/23 to inquire about how to get a refund or return with zero response.
Business Response
Date: 12/24/2024
Dear ******,

We apologize for any inconvenience this may have caused. Due to a high volume of inquiries received by our Customer Care team, response times are currently delayed. Please be assured that our team is working diligently to address all inquiries promptly. Upon reviewing your order, we can confirm that the package is currently in transit and is scheduled for delivery on 12/24/24. Thank you for your patience and understanding.

Sincerely,

JOANN
Customer Answer
Date: 12/24/2024
I am rejecting this response because:

I had to file a complaint with a government agency to receive any kind of response from Joann. I’ve submitted three requests that were ignored. This is unacceptable behavior.
Business Response
Date: 01/10/2025
Dear ******,
We apologize for any inconvenience caused. Please be assured that your emails to customer care have not been overlooked. We are currently experiencing a high volume of inquiries, resulting in delays in our response times. Thank you for your understanding.
Sincerely,
JOANN
Initial Complaint
Date:12/23/2024
Type:Delivery 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.
On 12/03/24 I placed an order in the amount of $108.14. I am still being charged a full balance even though there were items cancelled for this order totaling $19.89 (before 5.5% tax).
Business Response
Date: 12/23/2024
Dear ***,

We're so sorry for any inconvenience caused by the items cancelled from your order. Please accept our apologies that we were not able to fulfill your entire order. At this time, ********* does not offer backorders. If an item is out of stock at the time of fulfillment we will ship the balance of your order and adjust your order total including shipping. I assure you that you will not be charged for any item(s) not shipped.

According to our records, the total charged for the shipped items on this order is $84.61.

Sincerely,

JOANN
Customer Answer
Date: 12/23/2024
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:12/23/2024
Type:Customer Service 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 purchased a gift card to Joann 's fabrics. I tried to order a sewing machine online. My order was not processed but the amount was deducted from my gift card. I called the number on the back of the card and the person said someone else must have used my card - no, I purchased the card and went straight home. She said that I did receive my order. I did receive an order with the total amount charged to my credit card - the gift card balance was not applied. She told me to complain to my credit card company - why? It is not their fault, it is Joann 's. When I ordered the machine the gift card was charged but my order was not processed. I would like my money back.
Business Response
Date: 12/23/2024
Dear Quanta,

We would like to inform you that multiple unsuccessful attempts were made before your order was successfully processed, resulting in the depletion of the balance on your gift card. We have initiated a request to re-issue the depleted gift card, which you can expect to receive via email within 1-2 business days. Kindly be advised that the email containing the new gift card will be sent from ********. Thank you for your understanding.
Sincerely,

JOANN
Customer Answer
Date: 12/23/2024
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.
Thank you.
Initial Complaint
Date:12/23/2024
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 work full time and live about 40 miles from the Joann, so it is not like I can just pop around to them on my lunch hour.
On 9/21/24, approx. 6PM, I purchased at Joann Store * **** (Pueblo CO), transaction ******, my daughters first Singer HD 4411 # *************. It worked great until 12/16/24 and fell apart.

12/16/24 I returned to the store to find out that I had to deal with singer direct. I log onto the Singer website, only to find out, there is no warranty for our machine because the original copy of receipt cannot be found. I purchased a second machine. Which was damaged when my daughter open the box.

On 1219/24 I return to the store. I get the same line and verse about how once you leave the store, all warranty issues are with Singer. machine, I explain that my daughter was in the middle of making Christmas gifts and needs a machine to finish it. They take my reciept and tell me they will do an exchange. THat I need to pay $20 restocking fee, AT 7pm. 12/19/24, at Joann Store # ****, I purchase our 3rd Singer HD4411 # *************.

The following day my daughter tries to load the bobbin and the machine turns it into a wad of thread. My daughter tried a different bobbin, the different thread and so on. After an hour gave up and is considering giving up sewing. That is when I realized that when the store did they exchange, they also took my receipt. Now I have two new Singer machines with no warranty.

I would like to return the machines. I’m out, at least $370 and my daughter still does not have a sewing machine that works. I don’t want to have to spend more money shipping broken machines back to China to be repaired and sent back a year later.

Probably most important of all, is my daughter would rather not sew anymore than have to spend an hour messing with a Singer to get 15 minutes of sewing in.
Business Response
Date: 12/23/2024
Dear *****,

We regret to hear about the challenges you are facing with the sewing machine you purchased. Regrettably, in accordance with our return policy outlined at *********************************************************************, we are unable to process returns for opened machines. We suggest contacting the manufacturer for assistance with any repairs or replacements covered by their warranty. Thank you for your understanding.

Sincerely,

JOANN
Customer Answer
Date: 12/23/2024
I am rejecting this response because: I am caught between Joann and Singer. Singer will not help me because I do not have a receipt for either machine. The last two, I paid for, kept the receipt but surrendered it to Joann at their request for another machine.
I paid Joann Fabric over $350 for two sewing machines that do not work and now have no warranty because of them.

Business Response
Date: 12/23/2024
Dear *****,

We would be happy to provide copies of the receipts, but you would need to work with Singer for any assistance with repairs or replacements covered under their warranty. To request copies of the receipts, please reach out to Customer Care at ************************** ** ************ and provide the following information regarding the purchases:

Date of purchase
Amount of purchase
Store Location
First 6 numbers on the card used
Last 4 numbers on the card used

Sincerely,

JOANN
Customer Answer
Date: 12/23/2024
I have been trying all day to get Singer to consider offering warranty on either machine, but they decline because I do not have my original receipt.
I understand that us losing the receipt for the 1st machine was our fault. Hence, I purchased a second machine. But when I returned that one to the store, the associate kept my original. preventing me from getting warranty on it. With me accepting full responsibility for that machine to get warranty service, that leaves the issue of the last one.
I was charged $172 for a new machine and $20 restocking fee for one that was broken out of box, and not given a receipt for it.
I would hope that me purchasing a second machine would demonstrate I am not looking to take advantage of anyone or be irresponsible. When I got this last machine, I asked if there was a better machine and that I would gladly pay more to get better. I was told there were none in store.
Singer tells me that without a receipt, I have to pay for the repairs to the machines.
Customer Answer
Date: 12/26/2024
I am rejecting this response because: I have paid Joann $350 for sewing machines, a $20 restocking fee, 180 miles in travel from *** ** ** ****** *** **** ** ** ***** *** ******* ****** *** * **** not including the trip when we bought our first machine, the 4 1/2 hr of time to get this far (90 min per trip). In the process of being a customer I am out all of the above, plus frustration, and all I have from Joann is information on your policies.
Until filing a claim with the BBB, I was told that I could not have copies of receipts. Which still leaves me to weeks/months of hassling with Singer again because I made the mistake of doing business with Joann and Singer. All in the meantime, we do not have a working sewing machine but are out all of the above.

Customer Answer
Date: 12/27/2024
I would like to request a refund. I have provided the banking transactions information for the purchase of both machines. I have the boxes and packing for the machines. One machine did work for about 80 days. The other has never sewn a stitch one.
I have lost all faith in Joann's and Singer. I have hour in driving back and forth to Joann's. Joann's has demonstrated they have no intention of assisting me. Of three of the Singer machines, only one has ever been able to sew. Joann's has my money, plus a restocking fee and I have two machines that cannot sew.
Business Response
Date: 12/30/2024
Dear *****,
We apologize for any inconvenience this may have caused. Please be advised that as per our return policy, we are unable to accept returns for opened sewing machines. We recommend contacting the manufacturer directly for any repairs or replacements covered under the warranty. Thank you for your understanding.
Sincerely,
JOANN
Customer Answer
Date: 12/30/2024
The Joann policy is not presented to the customer at time of sale. Joann, not Singer was paid by me. Joann, presents themselves as the manufacturer's representative throughout the sales process. Joann took my receipt for the last machine, thus Singer will not warranty.
I am requesting a refund of $500. $270 of original machine, $170 for second machine, the $20 restocking fee I was charged and $30 for gas money for driving 3 extra trips at 60 miles per trip.
I have spent hours of time trying to resolve this.
Initial Complaint
Date:12/22/2024
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.
A mail-order resin figure was placed loose in a box with no foam, bubble, or paper protection. The product arrived smashed and broken into many different pieces. Company's return policy would require me to either:
a.) return the item in-store, but *not be refunded the shipping cost* (which cost more than the item itself).
b.) mail the item back, *pay for shipping AGAIN*, and not be reimbursed for the full shipping cost.

Neither of these options were acceptable to me. Any business should know better than to place a glass, porcelain, or resin figure in a box, unprotected, for shipping. That is gross incompetence and negligence by the company and by whoever packaged the merchandise for shipping. What is the shipping/handling fee even for, if not to properly package the product?!
Business Response
Date: 12/23/2024
Dear *****,

We're terribly sorry to learn that your order arrived damaged. Unfortunately, we cannot reship items without placing a new order, so I have refunded you in the amount of $15.49. 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.

Sincerely,

JOANN
Customer Answer
Date: 12/23/2024
I am rejecting this response because:
The business offered a full refund, and I placed an order for a replacement item (order number ***********). My satisfaction with the outcome will depend upon the condition of the replacement order upon receipt.
However, regardless of the outcome of the replacement order, I am still not satisfied with the businesses response. Their response did not address the underlying issue that they packaged fragile merchandise without any effort to pad or protect the item, nor did they specify that there would be any action taken on their part in terms of changes to shipping policy or for employee training. Assuming that they even have any more of the item in stock for shipping (it is listed as "out of stock" in all stores), what expectation do I have that the result of the replacement order will be any different than the first?

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