Jo-Ann Stores, Inc.

Initial Business Response /* (1000, 5, 2016/06/16) */
Dear *** ***,
We apologize that the service you received was less than excellentWe appreciate the time you have taken to write and share your concerns with usPlease be assured that we will further address this issue with the
appropriate personnel for review and handling at the store levelWe can have the original request for the TJ Max gift card honored if you would like or a courtesy Jo-Ann gift card mailed out to youPlease advise
Thank you,
Tiera
Initial Consumer Rebuttal /* (3000, 7, 2016/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please let the store call me to arrange a purchaseI don't know how you send me the gift card without my address and credit card number
Final Business Response /* (4000, 10, 2016/06/30) */
Dear *** ***,
Your address is indicated in the compliantThis is what we have *** If this is not correct please adviseAs far as having the manager call you unfortunately I can not arrange for that however they have been made aware of your situation and can issue the T.J Maxx card as requested
Thank You,
Tiera

Initial Business Response /* (1000, 5, 2015/11/11) */
Hello ***,
We received the merchandise in good faith that it was purchased from JoAnn StoresWe reserve the right to research for the original purchase and to limit or decline refunds
We need to be able to locate the original purchase
in our sales/inventory records and will need your assistance to do soPlease provide the following:
Name and address of purchaser
How the purchaser usually pays
What store(s) the purchaser usually shops in
The approximate time frame of the purchase (dates)
Once the original purchase is located, we can process this return
If you discover that the original purchase occurred at a retailer other than JoAnn Stores, please e-mail proof of that purchase
Thank you
Colette
Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I already provided the information asked of me in an email that I sent to their refunds email box on September 23,
Final Business Response /* (4000, 9, 2015/11/28) */
Hello ***,
We received the merchandise in good faith that it was purchased from JoAnn StoresWe reserve the right to research for the original purchase and to limit or decline refunds
We need to be able to locate the original purchase in our sales/inventory records and will need your assistance to do soPlease provide the following:
Name and address of purchaser
How the purchaser usually pays
What store(s) the purchaser usually shops in
The approximate time frame of the purchase (dates)
Once the original purchase is located, we can process this return
If you discover that the original purchase occurred at a retailer other than JoAnn Stores, please e-mail proof of that purchase
You may contact this department at at 1-*** or at ***@joann.com
Thank you,
Colette
Final Consumer Response /* (4200, 11, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have already replied with the information being asked for in an email sent in September, this feels as it's another stall tactic on Jo-Ann's endI have been given the run around from the beginning
Furthermore, the practice of taking goods from a customer with the potential for the company to decline a refund is unbelievable, especially since items are scanned and either accepted or given back, if not found in the systemI have never encountered a return "policy" as the one being given from Jo-Ann

Initial Business Response /* (1000, 5, 2016/05/26) */
Dear *** ***,
We did receive a request for a refund check however the following information on the original purchase of the merchandise in the no receipt return was not valid
To process your no-receipt refund request, we need to
locate your original purchase of the merchandise in the return in our sales and inventory recordsWe will need your assistance to locate where (which store location) and/or when to look for the original purchase so we can match the return to the purchaseYou can leave a message with the original purchase details on our refund line by calling toll free to 1-800-859-anytime, day or nightYou can also reply via e-mail to ***@joann.com
Thank you
Tiera

Dear *** * ***,We apologize that you experienced a longer than wait time at one of our Jo-Ann Fabric and Craft Stores locations We will review staffing at the store levelWe value your patronage and hope that you will continue to give us the opportunity to be of service to
you at Jo-Ann Fabric and Craft StoresCould you please included the store location and item you where trying to return that your requesting the dollars for? Thank you, Tiera

Dear *** ***,We do apologize for your recent shopping experience on joann.comAll gift cards are subject to review and can be sometimes delayed due to a manual process during the holidayYour order shows purchased on 12/25/Please be assured that we will further address this issue
with the appropriate personnel for reviewWe value your patronage and hope that you will continue to give us the opportunity to be of service to you at Jo-Ann Fabric and Craft StoresA request to deactivate the gift card was made and a refund should be posted to your method of payment within 3-business days. Thank you, TieraJo-Ann Fabric and Craft Stores

Final Consumer Response /* (2000, 6, 2015/04/10) */
About an hour after I contacted youThe store manager called me and said they will do the refundWhen I went to the store, I noticed they had put a new sign near the register, but it still did not say anything about purchasing less than a
yardSo I inquired of the associate who did the refundShe said corporate is still working on thatThe lighting is still bad for a fabric storeThe sales associate said, no lighting can be as good as sunlightI explained to her that is was cloudy when I noticed the differenceToday I took notice of the lighting in other near by storesSo far, the other store's lighting is better and they don't sell fabric
In short, they refunded my money; have not fixed the lighting; attitudes were polite, but not friendly; and corporate is working on the policies
Thank You!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Initial Business Response /* (1000, 5, 2015/11/11) */
Hello ***,
I apologize for any inconvenience this has caused youUnfortunately *** products are excluded from coupon usageAlthough we are happy to accept competitor coupons they do still have the same exclusions to products as Joann
coupons, http://www.joann.com/on/demandware.store/Sites-JoAnn-Site/default/Link-Page?cid=...⇄ feel free to contact our customer service department at *** if you have further questions
Thank you!
Colette
Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have used the competitors coupons on *** products in the past, and Joanns applied the terms and conditions based on the competitors coupons.that is the reason I made the special trip to the storeI don't know when you change your policy
Final Business Response /* (4000, 10, 2015/11/18) */
Hello ***,
Again we are very sorry for any inconvenienceIf a competitor coupon was previously accepted for a *** product it was done in error or as a one time courtesy by an employeeCompetitor coupons that are accepted in store have the same exclusions that are applied to Joann couponsThis has always been our policy and has not changed, you may view a list of our exclusions at http://www.joann.com/on/demandware.store/Sites-JoAnn-Site/default/Link-Page?cid=...⇄ /> Thank you!
Colette

Initial Business Response /* (1000, 5, 2015/12/16) */
Hello *** ***,
I apologize for any inconvenience you may of experienced with your Joann.com orderThe vendor has successfully canceled your order and you will not be charged by Joann.com for this order
Thank you!
Colette
Initial
Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is unacceptableOver TWO AND A HALF weeks ago when the order was placed, the item was in stockThe failure to provide updates when I contacted JoAnns for updates, and then telling me things like "we'll have a response within 24-hours" and then not following through on those promises is unacceptable
Companies - especially large companies like JoAnn's - should not be able to over promise (exsay something is in stock, and then later on say it's not), drag the situation on for almost weeks, and then feel that an "Oops, guess we don't have it" email is acceptable or good business practicesIt's true, I no longer want my order and I'm glad it's cancelled, however I feel that as the consumer, I should receive something for this situationI shouldn't have had to continually call and wait on hold to try to get updates, not get updates, be led around in circles, and other bad business practices that JoAnn's feels is acceptable
At the very least, I should receive some for of gift card for a future orderI feel this will encourage me to try JoAnn's again in the future, so that they can prove to me that this was a one-time incident and isn't, in fact, the way that they feel their business should be run
Final Business Response /* (4000, 9, 2015/12/18) */
Hello *** ***,
Your credit card has not or was ever charged for this order and it has successfully been canceled with our vendorWe are very sorry for the inconvenience this has caused you
Colette

Initial Business Response /* (1000, 8, 2016/02/29) */
Good Morning,
We have received communication that this customer issue has been resolvedA class on Feb 19th, for her year old daughter was scheduled at out Dublin Ohio storeFuture classes have also been extended to this customer as
well pending dates of approval from the customerWe do apologize for any inconvenience this may have caused you

Initial Business Response /* (1000, 5, 2015/10/08) */
Hello *** ***,
I am very sorry for any inconvenience you received with your Joann.com order ***Your order was placed in the afternoon on 10/with standard shipping making 10/the first business day to process your orderAs
stated on our website "Standard Ground orders take up to business days (Mon.-Fri.) to process in our warehouseIf you order late in the week or on the weekend, Saturday and Sunday are not part of our order processing timeYou will receive an email once your order ships or if any status changesPlease allow up to business days (Mon.-Fri.) to receive a shipping communication email or a status change update." Your order shipped out on 10/with FedEx tracking number *** this was the third business day and was scanned in by FedEx at a facility on 10/Your order is set to be delivered on 10/Also stated on our website orders are delivered in to business daysFrom the day of shipping 10/is the 5th business day which is within our quoted time-frameWe do offer express and express plus shipping for our customer who need orders in a quicker time framePlease let me know if there is anything else I may assist you with
Initial Consumer Rebuttal /* (3000, 7, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact of the matter is your customer service representatives blatantly lied instead of just being honest, as you yourself just didYou stated that the items shipped on the 6th when in actuality the label was created and shipped via the 8th per your own email and FedEx's websiteThat was my entire reason for the complaintIn addition to your email guarantee of a response within 24-hoursI'd rather spend more with a company who is honest than a company based on deceitI also have the documents to prove that the items shipped on the 8th and not the 6thI completely understand the reasoning behind the many negative reviews with your company
Final Business Response /* (4000, 9, 2015/10/14) */
Hello *** ***,
Again our company is very sorry of any inconvenience you may of encountered with your Joann.com orderYour order was processed and delivered within our quoted time-frameYour order did ship out of our warehouse on 10/6, FedEx scanned it into their system when it was at a FedEx facility on 10/According to the tracking *** your order was successfully delivered on 10/which is days earlier than the max quoted time-frame for standard shipping stated on our websiteAs previously mentioned we do provide express and express plus shipping for our customers who need orders in a quicker time-frameWe do consider this a resolved issue on our end at this point in time
Thank you
Colette

Hello Debbie, Thank you for taking the time to reach out regarding your return and we apologize for any trouble this may have causedPlease reply with the date, store, and amount of the return so we can research this matter further. Thank you, Kaitlyn ***

I'm so sorry for any trouble that you had regarding your Learn to Sew classThis has been reported to the appropriate team for further review and your order has been refunded in fullYou should see your refund in 3-business days to your original method of payment

Initial Business Response /* (1000, 5, 2016/02/12) */
Dear ***,
We apologize that the service you received was less than excellentWe appreciate the time you have taken to write and share your concerns with usPlease be assured that we will further address this issue with the appropriate
personnel for review and handling at the ***, CA storeWe value your patronage and hope that you will continue to give us the opportunity to be of service to you at Jo-Ann Fabric and Craft Stores
Thank you,
Tiera

Initial Business Response /* (1000, 5, 2015/12/16) */
Hello *** ***,
I apologize for any inconvenience with your Joann.com orderI have verified that our warehouse does have yards of item *** in stock and are scheduled to receive in another yards in on 12/Unfortunately
our warehouse does not have the ability to have a back order system but if an item is canceled from your order our customer service department is always happy to honor the same price and provide you with free shipping when the item is available or for a like itemPlease call our customer service department at 1-*** for assistance with placing your order
Thank you!
Colette
Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */
Product has not been available to purchaseNot resolved as far as I am concerned***
Final Business Response /* (4000, 9, 2016/01/06) */
Hello *** ***,
Our warehouse is currently showing yards available for item *** with yards arriving in stock shortlyPlease call our customer service department at 1-*** for assistance with placing a new orderWe are happy to honor the same price point and to provide you with free shipping
Thank you
Colette

Initial Business Response /* (1000, 6, 2015/05/13) */
We do apologize for the inconveniencesI have requested to have the Product Title for item #*** corrected on Joann.com to prevent any further confusionI have placed an order for yards of item #*** at no charge to youWe
apologize again for any inconveniences this may have causedIf you need any further assistance, please contact Customer Service via phone at ***, Monday through Saturday, am - pm Eastern TimeWe value your patronage
and look forward to continued business with you
Initial Consumer Rebuttal /* (2000, 8, 2015/05/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the offer of Joann fabrics sending me the yards of belting that was stated in the title and Ad of the itemIt is sad that Joann Fabric Customer Service would not deal with me without going through the Revdex.com

I'm so sorry for any trouble that you had in our stores or when calling our Customer Care TeamAt this time our stock levels are not real time, however, this is something that we are working to improveWhile normally shipping would be charged for any order shipped to your home if you would like to
call in to our Customer Care Department again and reference ticket number ***I have noted that we will waive the shipping cost for your next orderThank you - Kaitlyn

Dear *** *** Thank you for reaching out to use about your experienceUpon contacting the store in HolyokeMA an option for alternate tender should have been presented for cash or another debit / credit cardIf you have not accepted the gift card please be advise this store is able to
address this once the item is returnedIf you have accepted the gift card please advise me of the gift card numbers so I may deactivate it and send you a corporate check in the amount Thank you, TieraJo-Ann Fabric and Craft Stores

Initial Business Response /* (1000, 5, 2015/10/21) */
Hello ***,
I do apologize for any inconvenience you may of experienced with you Joann.com orderOur system indicates that your order was placed on 10/9/for the amount previously stated of $paid for with a PayPal accountThis
order was placed under the name *** ***-***, our system does need precise information, unfortunately looking under the name *** *** would not of pulled up the information for your orderThe email address indicated in the order is ***@***.com where the order confirmation and shipping notification emails were sentYour order shipped out with FedEx tracking number *** which has a status of delivered in full on 10/We do consider this order fulfilled and closed
Thank you,
Colette

Initial Business Response /* (1000, 5, 2015/09/30) */
Hello Stacey,
I apologize for any inconvenience this has caused youUnfortunately as indicated on our website orders are processed in the order they are receivedOrders are accepted with the understanding that stock is availableIn some
cases, limited availability may prevent us from shipping the quantity you requestedPlease know we do our best to fulfill your complete order unfortunately there were items out of stock in the order placedI am very sorry you were not notified within our to business day time-frame due to a delay in our warehouseI have refunded the shipping back to your original method of payment for your replacement ordersYou should see this reflected on your online statement within to business daysPlease do not hesitate to contact me if you have further issues
-***
Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the replyI don't understand why items are left on the website after you sell outI ordered the same fabric twice thinking you had some moreI know what to expect nowOnce again thank you for the refund and reply
Revdex.com received additional information from the consumer on January 19, 2016:
I had posted a complaint on the Revdex.com siteI have since given the company another chance and I am so glad I did! I think the first several bad experiences were just an unfortunate coincidenceThey didn't have many of the items I had ordered
I went to one of the local stores and WOW! The *** CityLocation was spotless and the employees so niceIt changed my whole opinion of the companyI have since also placed an online orderIt was not a hectic holiday season and I had no problems at allI was quick to complain about this company in past and so happy I tried them againI wanted to share that as well