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:08/21/2023

  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 am currently working on producing the uniforms for a Sports team traveling overseas to represent the *** in an international tournament. I had originally placed my order as express and selected the additional shipping charges. When the order was completed I immediately noticed that I was charged less than the previous page had indicated. I looked up the order and it had no express shipping attached. I immediately tried to cancel and reorder which was impossible and reached out to customer service about the error. I was informed that this wasn’t correctable and that it was impossible for me to contact a manager via phone. They assured me that I would be emailed back about my situation. Meanwhile I have had no contact 4 days later despite multiple attempts to address this situation. Due to the competition being 10 days out I have had to drive 3hrs to the nearest town to source some of the fabric required and order replacements that are attainable within time. Unfortunately I still won’t have enough of the required materials and every attempt to contact people that could help has ended unfruitfully. Messages have also been left at my local physical location and no response either. This is an emergency situation now and could result in no uniforms being available and leading to embarrassment of our team internationally.

  Business Response

  Date: 08/22/2023

  Hi ******! 

  We are very sorry for any disappointment that this may have caused. Once an order is placed we are unfortunately unable to modify it in any way including the shipping method. I do see that most of your order has shipped and is in transit. If any items arrive after the time that they are needed we do have a hassle free return policy. You can review this information here: ***************************************** 

  Thank you, 

  JOANN Customer Care

  Customer Answer

  Date: 08/23/2023

   I am rejecting this response because:
  
  I had placed the order correctly including the expedited shipping. It was a problem within your system that resulted in the delay. What’s worse is that I tried multiple different approaches to speak with a manager about this issue and no email, call or anything was ever received. This situation has doubled the cost of this project and I immediately reached out when I spotted the error giving you plenty of time to try and correct this situation, but have yet to actually hear from someone. 

  Business Response

  Date: 08/30/2023

  Hi ******,
  
  We certainly apologize for any inconvenience that this has caused. Upon reviewing your order (***********) we are showing that this was placed with our standard shipping service rather than express shipping. Our standard shipping time frame as stated on joann.com is 6-10 business days The first 3-5 business days are reserved for processing. The order was placed on 8/18/23 and was shipped in 3 shipments all showing delivered on 8/23/23. This is well within our standard shipping time frame as it was delivered on the third business day from the date the order was placed.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 08/31/2023

   I am rejecting this response because:
  
  I did select the expedited shipping! That’s the problem!!! I even called immediately upon discovery that I was undercharged and the expedited wasn’t included. I still to this day have yet to have anyone contact me back despite numerous messages. 

• Initial Complaint

  Date:08/15/2023

  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.

  A sewing table was ordered from Joann's website on August 3rd. According to the shipping information on their website, it would ship within six business days. On August 9th, an inquiry was sent via their customer service link. "******" replied, saying they had a large volume of orders and to check back if a shipping link wasn't received within a few days. No shipping information was received by August 11th so I sent another message. "****" replied that she would check with the warehouse and send an update when she received one. No response has been received from any Joann representatives and they are no longer responding to new messages. I would like this shipped immediately so that it can be received by August 17th, which is when it was planned to be given as a gift.

  Business Response

  Date: 08/28/2023

  Hi ****, 

   

  Per your request the order was sucessfully cancelled. 

   

  Thank you, 

   

  JOANN Customer Care

  Customer Answer

  Date: 08/29/2023

   I am rejecting this response because: it's shameful they couldn't figure out how to ship this for nearly a month until I got so frustrated that I canceled the order. Either Joanns doesn't care about their customers or they are wholly inadequate.
  
  
  

• Initial Complaint

  Date:08/13/2023

  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.

  Jo-Ann is currently advertising a sale on fabric for $4.99 per yard, along with a coupon for 25% off your total in-store pick up order. The coupon is valid for regular and SALE items, however, excludes doorbusters, clearance items and remnants. There is no minimum monetary/quantity threshold or requirements to use this coupon other than the stipulated “order online , pick up in store” requirement. This is also “tax-free weekend” in Massachusetts, so I had intended on taking advantage of this, and placing significant sized order for approximately 25 yards of the aforementioned $4.99/yard fabric. There is NO indication or mention of this fabric being excluded from coupon use. None. It is not advertised as a doorbuster, clearance or remnant item, only that it’s on sale for $4.99/yard. In fact, there are NO items being advertised as doorbusters on their entire site or app. Upon adding my desired items to my cart I added the coupon 25AUGUST, however, the coupon was not applied stating “you have not met the minimum threshold for this coupon or some items in your cart are excluded”. There is nothing in my cart aside from the $4.99/yard fabric. - “In-store pickup” is selected for all my selections per coupon requirements. - none of my items fall under any coupon exclusions. I can provide screenshots of the items in my cart showing in-store pickup as well as the response from the un-applied coupon. I have attempted to contact Jo-Ann, however, their only method of contact is to email them through their site, which I have done. This is not the first time I have encountered this on their website or app and clearly appears to be false advertising. If coupons are not to be used on SALE items, they should not be advertised as such. If SALE items are not actually “SALE” items, but considered doorbusters, clearance or any other excluded means, that should be noted as well.

  Business Response

  Date: 08/15/2023

  Hi *****! 

   

  Upon review of your screenshots, the product, and the coupon in question the 25% off should have applied. 

   

  If you would still like to place the Buy Online Pickup in-store order, you can place a new order on joann.com, and send a message to ************************** with the new order number once it has been picked up to receive credit for any increase in price as well as the 25% off. 

   

  Thank you, 

   

  JOANN Customer Care

  Customer Answer

  Date: 08/16/2023

   I am rejecting this response because: the response does not indicate if the credit for the price increase plus the 25% off will be monetary (refunded to my original form of payment) or in the form of store credit (which I do not want).  It also doesn’t compensate me for the Massachusetts state tax, which would not have been applicable when the order was going to be placed. 
  
  
  

  Business Response

  Date: 08/17/2023

  Hi *****, 

  The credit would be in the form of a refund back to your original form of payment. We would not be able to provide discounted sales tax as this was not a JOANN promotion but a promotion offered by your state which has now ended. 

  Thank you, 

   

  JOANN Customer Care

• Initial Complaint

  Date:08/05/2023

  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.

  Re: Order #*********** Ordered $106.13 items on 7/23/23 from Joann. I ordered through PayPal w/amex and got confirmation it was shipped to **. I moved to MA last year. I did not even have an account with ********************** but they had the address on file from an order years ago. I tried to change address by making an account and deleting the mn address. I called customer service w/no response. Tried to cancel through paypal who sent me back to joann. Called amex and flagged the order and provided a"direct" customer service #. This# a recording of an aggressive sales promotion and when I declined, it hung up on me. Twice!. Similarly, the "direct customer service email for order cancellation requests" Amex gave me bounced and also appears to be a bogus address. I sent a second request for cancellation on the Joann website. I received a notification that my order had been shipped to mn despite my efforts. I received an email from joann that they would "escalate" case to shipping department, please allow 3 business days or less for response". Called customer service again after notification that order had been shipped to mn. spoke to someone who said he would escalate the request to upper management. I received an email on the 25th stating "once an order has been submitted, we are unable to modify or cancel your order. We are unable to facilitate address changes per our policies due to fraud and security reasons...If the order is sent via **** call local post office to set up a forwarding address. If order is via ****** sign up for ***** Delivery Manager to request package be held at local ***** office. If order is unable to be delivered, it will be returned back to us for a refund!" I called ***** and **** and was informed that Only joann could redirect or hold an order! In email from Joann I was told " we are unable to request hold as our account with ***** does not allow us to do so.". Order arrived at ** address. Terrible experience! JA lost a customer!

  Business Response

  Date: 08/07/2023

  Hello *******,
  
  Please accept our apologies for the inconvenience this has caused. As stated on joann.com, orders cannot be cancelled or modified once submitted. This unfortunately does include the shipping address on the order. We certainly apologize for this and we are sorry to hear that ***** and **** were unable to hold the packages for pick up. At this time, we have refunded your order in full. You should see this refund reflect on your original payment method within 3-5 business days.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:07/30/2023

  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.

  7/28/2023 Went to the Local store ( ***** ***** **) My complaint is with the corporation as a whole. Joann's fabrics corporation is acting irresponsibly when they sell fabric, give instructions on the care of said fabric, then I follow those instructions and the fabric becomes Un-useable. Then try to return it ( 7/30/2023 ) and am told that the "policy" is no returns on it after it is washed. BUT, the washing that was done has ruined it, it is un-useable and they are responsible. Separate issue, This company also , when I ordered on-line forced me to order more fabric than I needed because they want it sold in 2 yrd. increments ( I needed 7 yards was made to order 8 ) then they only sent me 1 and told me that it was a curtesy to refund my money for something I did Not order and could not use, but they chose to send it to me anyway? There is so much wrong with this company and they do not deserve to continue to stay in business. If for nothing else it needs to be made known that they are ripping people off and their customer service is Non existent. One can get no real assistance or answers when you try to call or email. The corporation as a whole is really lacking in everything, thought I will say that for a company that is supposed to be about creativity they excel at killing anything that is remotely creative. They need to be reported and held accountable.

  Business Response

  Date: 07/31/2023

  Hello ********,
  
  Please accept our sincere apologies for the disappointment with your recent in store purchase and online order! Upon reviewing your communication with our Customer Care team, we can see that the online order has been refunded due to the delays. We are sorry to hear that this has been a frustrating experience. We will make sure to use this as a way to improve our services in the future. Should you need any further assistance, please reach out to ************************** and we will be happy to assist!
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 07/31/2023

   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. I will ask the business to keep their word and work on this issue going forward. The creativity is being killed by their practices. Thank you 

• Initial Complaint

  Date:07/15/2023

  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.

  I used their app and their gift card to placed an order, the app gave me "failed to process your transaction" (see supporting doc) wiped my entire cart and "ate" my money. I wasnt aware until weeks later i made another order, but said not enough balance on my gift card. Contacted the customer service and asked for my giftcard transaction, they said while unable to share any sort of gift card transaction history, they can confirm that my order "match up with order attempts shown in our system that did not go through" and "order attempts removed a total of $22.40 from your gift card without a successful order, a new gift card in this amount to be sent to your email address. This should be received in 1-2 business days." but i never received it, a week later i contacted back and asked about it but received no more replies.. Another time i bought i machine and got my first 10$ smile reward email for completing that month's mission, which said itll come about a week or so. Waited a week for the said email but it never came. It wasnt until i contacted customer service, where they said the reward is in app. But bc this is weeks later, Joann said its been too long and cannot honor my reward..

  Business Response

  Date: 07/17/2023

  Hi ****, 

   

  At this time we have resent the $22.40 gift card to the email address **************************.  Please allow for up to 1-2 days for this to arrive in your email. 

   

  Thank you, 

   

  JOANN Customer Care

  Customer Answer

  Date: 07/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and overall find that this resolution is acceptable. 
  
  And i wanted to say to Jo-Ann Stores, Inc. that i am super disappointed that i had to bring this up through a complaint like this in order to have it solved. I had spent hours on emails and phone calls to tried to get my money back when i was the victim to their app or gift card's technical issue.

• Initial Complaint

  Date:07/12/2023

  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.

  Placed an order for craft supplies. Items missing from order. Took company 2 days to reply & stated couldn’t send as ordered. Company makes it hard to even reach out to customer service & then treated like garbage. This company shouldn’t be in business, but it’s America & we don’t give a crap about anyone but CEOs.

  Business Response

  Date: 07/13/2023

  Hello ****,

  We apologize for any delay in replying back to your email. We do our very best to reply to all messages in the order received as quickly as possible. 
  
  Unfortunately, we cannot reship missing items without placing a new order. Due to this we refunded you in the amount of $3.00 back to your original payment method on 7/12/23.
  
  If you would like to reorder the items, you can place a new order on *********, and send an email to ************************** with the new order number once it has shipped to receive credit for any increase in price, as well as the cost of shipping.

  If there is anything else that we can assist you with you can use our contact form found here: ********************************. You can also email us at **************************, call or text us at ************, or select "Chat With Us" on any page on ********* to begin a live chat with an agent. 
  
  Sincerely,
  
  JOANN Customer Care

  Customer Answer

  Date: 07/14/2023

  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.  
  

  Joann’s needs to look in to doing better business & treating their customers better than having to jump through hoops to get answers.  But this is America & America cares more for the company rather than consumer.

• Initial Complaint

  Date:07/11/2023

  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.

  Thru out this year I have bought a great big amount of beads STATED NATURAL STONES. But to my surprise upon going thru my container the beads are indeed FAKE THE COLORS ARE FADING on all of the SO CALLED NATURAL STONES. I called the store and was told we can't do anything because we didn't make them . I want all my money back

  Business Response

  Date: 07/12/2023

  Hello *******,
  
  We sincerely apologize for any inconvenience that this has caused! With our hassle free return policy, you should be able to return the stones to the store for a refund! Our corporate customer care would be able to provide feedback to the manufacturer regarding the condition of the stones for them to look into this on their end. You may reach out to ************* at customer.service@******************** with photos of the stones as well as the item numbers (can be located on your receipt or previous joann.com orders) and we can assist from there.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  Date:07/02/2023

  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.

  This was an online transaction on June 28th 2023. My friend got me a Joanne’s gift card for $200 to make a blanket. I went on the website made the order that was $202.45 applied the gift card and my total was $2.45. It kept saying there was something wrong with payment. So I used a different card and again it happened so I used the ***** *** option. The order went through. Then I saw they charged me the full $202.45 I contacted them immediately through email and they said they couldn’t do refunds or order cancellations. So I contacted them through text and they confirmed that the gift card was used and processed proving that I did indeed use it during my transaction and not trying to use it after the fact. They offered me another gift card?! No I want my money back. It’s obvious I was wanting to use that and they refused to reimburse me. On July 1st I have a charge for $69 and another for $118. Along with the 202.45 they have charged my debit not credit card so my actual money I rely on $389. I again contacted them through text and email because they don’t work the weekends and there is no human to talk too. And I was given the run around and told that these charges have to do with split shipments. So if I was already fraudulently charged $202.45 why would additional charges be made? Of $69 $118 which brings my total to $389 almost double the original charge. Why was I charged when I used a gift card and it was admitted that the gift card was processed. And why the absolute refusal to refund your customer? I have the emails and texts and everything needed to prove this situation. I’m terrified they will do this again or keep charging me. I’m not the only one there are tons of stories all over the internet with this happening to other customers. I guess my option is going through my bank. Disputing all charges, changing my account because people have been refunded and charged a month later. Never will go to Joanne’s they are scammers for sure.

  Business Response

  Date: 07/05/2023

  Hi *******, 

   

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

  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: 07/07/2023

   I am rejecting this response because:
  
  this does not address the original issue of the situation and has repeatedly been ignored. I have sent you more than once the text comments from your customer service. My original order was $2.45 cents (two dollars and forty five cents) because I used a gift card worth $200.00. I was charged $202.45(two hundred dollars and forty five cents). Your customer service agent told me that my gift card was processed but the Joann’s website made a mistake did not process correctly and mistakenly charged me. The solution they decided was to send me another gift card. Why?!? Reimburse the amount you charged me case closed. I would never use this gift card because I would end up in this same loop! Then on top of the first fraudulent charge I was charged two more times. 
  

  Lets just say I didn’t have a gift card and made this order in full and you charged me again. I’ve never come across this with any retailer ever. It doesn’t say anything on your site that you will be double charged when making a purchase because we want to make sure funds go through? Also putting a hold on someone’s funds means funds are frozen you Can’t use the money!  It’s fraudulent and makes zero sense. 
  

  it’s like going into a store and the cashier rings up your products and then says “I need ring everything up again to make sure your have the money to pay for this don’t worry in about two to three weeks you’ll get your money back” when you purchase something online and it goes through, you got the money. You don’t need to do it again. 

  I want a full refund of all charges. Because I was fraudulently charged first with the original charges and second with the two additional charges. 
  

  This is the most insane experience I have ever encountered. The original issue needs to be addressed and a full refund of all charges needs to be issued.

  
  

  Business Response

  Date: 07/10/2023

  Hi *******,
  
  Please accept our apologies for the frustrations that this has caused! Upon review, we are showing that the replacement gift card is being deactivated, and the $200 refund is being processed to your order.
  
  Sincerely,
  
  JOANN

  Customer Answer

  Date: 07/11/2023

  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:07/01/2023

  Type:Order 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.

  This company is very toxic. When you walk in, there is alot of yelling, and what appears to be tired souls. Anytime I ask for help, or a manager, they all go "our manager is in the back, and she will not respond to us." The only reason why I counite to come back is for the **** patterns sales. Again, no manager in sight. The other day I came in, and plastic wrapping was all over the floors, what a huge trip hazard.

  Business Response

  Date: 07/03/2023

  Dear ******,
  
  We sincerely apologize for any frustrations that your recent visit has caused! We would like to have these matters addressed with the proper teams to ensure that they are being addressed. Please reach out to ******************************************* to confirm the store location that this is in regards to.
  
  Sincerely,
  
  JOANN