Jo-Ann Stores, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe rest of my order did arrive shortly after filing this complaint

Initial Business Response /* (1000, 5, 2015/12/28) */
Hello ***- I apologize for any inconveienceOur system indicates that you did receive a response on social media days ago (12/16)We do show a failed attempt at an order in our system under your name, when the submit button is pressed
on the website a credit card is not chargedWe only charge a credit card when an order ships out of a warehouse, therefore if the warehouse never received an order because it failed they would be unable to charge the card since they never received any informationAn authorization hold is placed on the card which is released naturally within to business days depending upon the financial institutionIf you paid with a visa/MC gift card registered to you it can take to business days to see the funds releasedOur customer service department (***) was receiving a very high call volume due to the holiday season but will be able to assist you further with an authorization release
Thank you!
Colette

Initial Business Response /* (1000, 5, 2015/12/28) */
Hello *** ***,
I apologize that you were not refunded correctly with your Joann.com order ***Our system shows that of the Bright Yellow item ***, of the White item ***, of the Black item *** and of the
Sky item *** were returned to our warehouse on 12/Unfortunately only item *** was refunded back to your original method of paymentI have refunded you today (12/28) for the other items that were returned, the total amount we have for the return is $20.23, please see the attachment for further return informationIf there were additional items that were returned or you did not receive please contact our customer service department at 1-*** for further assistance
Thank you
Colette
Initial Consumer Rebuttal /* (2000, 7, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2016/05/05) */
Dear *** *** ***,
We would be happy to help you resolve this issuePlease provide us with the following informationThe location of the store, the method of payment used, the date of the transaction, and the last numbers of
the card used if paid with a debit or credit card
Thank you,
Tiera

Initial Business Response /* (1000, 6, 2016/01/06) */
Hello *** ***,
I apologize for any inconvenience with your Joann order number ***Our system indicates that your order was shipped with three different FedEx tracking numbers, *** - delivered on 12/9, *** -
delivered on 12/and *** - delivered on 12/Unfortunately item numbers ***, ***, ***, ***, and *** were out of stock when your order was processed at the warehouse, an out of stock email was sent on 12/notifying you of this statusYou were not charged for these out of stock items, if you would like to reorder these items when they do become available again our customer service department is happy to honor the same price point and provide you with free shipping
Thank you,
Colette
Initial Consumer Rebuttal /* (2000, 8, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I never did get an email stating the sewing machine was canceledI had to call numerous times to find that outVery disappointed they only came through with about $on a $order

Dear *** ***,An order was placed for the item in question and processed with day shipping at no cost to you. Thank you,Tiera

I am rejecting this response because:
I used my billing address in my shipping addressIn the total of calls to Joannes customer service I never heard this before My billing address which I have used it for years because I have lived there is 100% verifiable and validThe shipping address also has been used for about five yearsThey could have called me at any pointThis it that is responding to the complaint so far does not even bother to address the horrible terrible service that I hadNone of her customer service representatives ever mention this to me so I'm thinking she's making this up and this is just a lieAt any point they could've called my phone number which is listed on the order and verified any address I wanted to or any phone number credit card number etcThis is absolutely ridiculousThe person responding to this complaint must've worked in customer service because their customer service is A absolutely horribleThis is ridiculousWhy didn't they call to verify the address? Or any billing details they need it? Why didn't her very smart uncourteous unprofessional customer service representatives asked me or mention it to me? absolutely horrible

Initial Business Response /* (1000, 5, 2015/10/21) */
Hello *** ***,
I am so very sorry that this check was processed when it should not of beenOur treasury department has located your check #*** dated 9/17/in the amount of $We have contacted *** requesting to reverse
the check in the full amountYou should see this reflected in your bank account in 5-business daysAgain I apologize for the inconvenience this has caused youThank you!
Colette
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If they refund the money as they say they are going to do, then their response is satisfactoryI will check with my bank in seven days to see if they did as they said they would doIf so, that takes care of it

Hello *** * * ***,Our Treasury Department has looked into this and we have found only two transactions to your cardA final charge of $for the three items picked up in the Evansdale store from order #*** posted on 1/Those items were refunded in the amount of $on 1/If
you are seeing any further transactions, please send a copy of your bank statement showing the dates and amounts and we will be happy to look into it further for you.Thank you, *** *** JOANN

Initial Business Response /* (1000, 5, 2016/02/23) */
Good morning,
Jo-Ann Stores received the merchandise in this No Receipt Return in good faith that the original purchase would be locatedJo-Ann Stores reserves the right to research for the original purchase and to limit or decline refunds
We have attempted to located the original purchase of the merchandise in this returnWe have been unable to locate a sale in our Sales and Inventory records that could account for this No Receipt ReturnOnce the original purchase is located then we can resolve this return
The customer is aware what is required and has failed to follow throughThough the customer has contacted us, the information requested has not been providedWe need the customer's assistance to direct us to the original purchase(What Store, When Purchased, How Paid) Again, once we locate where and when this was purchased from Jo-Ann we can resolve the return
If the customer discovers that the original purchase actually occurred at a retailer other than Jo-Ann, the customer may e-mail a copy of that proof of purchase to ***
Thank you,
Tiera
Initial Consumer Rebuttal /* (3000, 7, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did comply with their questions I left multiple messages I sent multiple emails and never got a response I told them what days I have followed up with this multiple times to never get any kind of response from anybody and their receipt does not state if we find your route your original purchased it states you will receive a refund within weeks by accepting my items back they entered into a contract stating that they would give me a refundI also called ahead and got it approved by the store managerAnd if they do not want to accept the return then they should return my items
Here is a copy of my receipt stating I WOULD receive a refundI spoke with a manager prior to going up to return the items who approved itHer name was Heather or LauraIf they refuse to give me a refund I should at least get ALL my items back
Final Consumer Response /* (4200, 22, 2016/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You keep requesting the same things that I have given you four times before read all my responses and you'll have all the answers you need
Final Business Response /* (4000, 24, 2016/03/16) */
Good Morning,
The information you have provided of the purchases in Jo-Ann Fabrics and Crafts,Overland Park, MO # *** and Jo-Ann Fabrics and Crafts,Independence, MO # *** are requiring additional informationThe following information would be, which items where purchased in which stores, the dates of those purchases and the dollar amount spent on those days between January 1st through the 24thThis information is required in order to further our investigation with your returns
Thank You,
Tiera

Hello *** Thank you for reaching out to us regarding your fabric claimUpon further review it was determined that Duck Canvas is not intended for outdoor use and the $was issued for half of your purchase price as a courtesyWe are not able to issue the remaining refund you're
looking for as the material was used for something it was not intended forYour $check was requested on 12/15/and can take 2-weeks to be received. Thank you, *** ***

Final Consumer Response /* (2000, 9, 2016/03/15) */
The company did get back to me though it took them a whileThey apologized and sent me a $gift card, but I do not believe that the root issue, them not having prices properly marked on the shelves, not making it clear that things are on sale,
or offering the consumer the option of paying full list price and using their coupons, have not been addressedA quick scan over any of the craft forms on the internet will show that this problems are systemic in this company

Dear *** ***We apologize for the delayed response to your issuesWe would be happy to investigate this issue furtherIf you would please provide us the first and last of the credit card number that the transaction is under you see the amount of Our treasury will try every attempt
to locate this transactionPlease call our Customer Care Department at *** if you have any other issues that we can have addressed. Thank you, TieraJo-Ann Fabric and Craft Stores

Initial Business Response /* (1000, 5, 2015/09/23) */
Hello * ***,
I am very sorry for the inconvenienceUnfortunately I cannot force the store to return the item backI have issued you a corporate check in the amount of $for this inconvenienceCorporate checks can take to weeks to
be receivedPlease feel free to contact us in our customer service department at *** if you have any questionsThank you!
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It looks like the company wants to do the right thingI do understand that clearance items are not returnable, but it was damaged

Initial Business Response /* (1000, 5, 2016/06/30) */
Dear *** ***,
I would like to take this time to apologize for your experience in one of our storesDue to this inconvenience, I would like to send you a $gift cardThe beads listed in your claim are what we classify as a craft
item not a jewelry packed beadWe hope to have this clarified in our future promotions and apologize for any inconvenience this may have caused youPlease allow 5-business days for the gift card to arrive
Thank you,
Tiera
Initial Consumer Rebuttal /* (2000, 7, 2016/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Let me first say that I will accept JoAnn's resolution this timeHowever, I want them to know that NO where in the coupon did it say that the beads had to be used to make jewelry (see coupon attached)The beads I purchased also rang up as "Jewelry Beads" on my receiptAlso, if I can use the packaged jewelry beads I purchased to make crafts I can use any beads to make craftsMy intent is to use them to make jewelry, but that is totally irrelevant on how I'm going to use themThe coupon was for packaged beads and providing the packaged beads that I bought were not in the exclusions (which they were not) the coupon should have been honoredAnything short of that is considered deceptive advertisingI hope that JoAnn's customer service brings this to the attention of their Senior Management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI however still have a problem with the lies I was told

Initial Business Response /* (1000, 6, 2015/04/08) */
We apologize for the confusion and any inconveniences this has causedWhen using a coupon, the discount will apply to the highest priced item in the shopping bag that is not excluded from coupon useThe Thoroughly Modern Dresden book was on
sale at $14.97, still the highest priced item in the shopping bagInstead of the coupon applying to the Ruler, the system removed the sale price off the book of $and applied the 50% to the original price of $24.95, which took the price of the book to $instead of $On 4/3/15, you were billed $and on 4/4/a credit in the amount of $was refunded back to youThe total amount you were charged for the order is $We would be more than happy to provide credit reference numbers for you, if that would be helpfulYou may call Customer Service at *** Monday through Saturday Am - PM ESTWe value your patronage and look forward to continued business with you
Initial Consumer Rebuttal /* (3000, 8, 2015/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At this point I have no proof that the company has refunded me anythingI received my items in the mail on Thursday, April 9th, but there was nothing in the package indicating that I was refunded any amountI am currently waiting for my credit card bill to come in the mail to see if they did in fact credit me the $6.00, bringing my total down to $As of right now I am still being charged the full amount of $32.94, according to my total bill on the Joann's website under my accountI should be receiving my credit card bill in the mail this week
Final Business Response /* (4000, 10, 2015/04/15) */
We apologize for this inconvenienceA $refund was processed on 4/4/back onto the method of payment a *** card ending in ***Returns typically take to business days before they become visible on your online account statementThe original total of the order would not change since a manual refund of $was processedPlease see the attachment for the manual refund

Dear [redacted] We apologize for the delayed response to our issues. After review it appears this issue has been resolved. Our records indicate this seasonal fashion fabric was made available to you at our Aurora CO store with no shipping required to be sent to you. If this has not...

been resolved please contact our offices at [redacted] and reference your ticket number [redacted] Thank you,TieraJo-Ann Fabric and Craft Stores

Dear [redacted],
We apologize that the service you received was less than excellent. We appreciate the time you have taken to write and share your concerns with us. Please be assured that we will further address this issue with the appropriate personnel for review and handling at the store...

level. For the inconvenience with the signage issue a 25.00 gift card has been issued to you. You should have this by mail within 4-5 business days.
Thank you,
Tiera

Initial Business Response /* (1000, 5, 2015/04/20) */
Contact Name and Title: [redacted] Customer Service Rep
Contact Phone: 1-[redacted]
Contact Email: [redacted]@joann.com
We apologize for the inconveniences this may have caused. I have done some research and see a $10.00 gift card was...

mailed on 4/14/2015. You should receive your gift card this week. Unfortunately, we are unable to send a gift card by email. We apologize again for the inconveniences. We value your patronage and look forward to continued business with you.
Initial Consumer Rebuttal /* (2000, 8, 2015/04/20) */
I received a gift card in the mail today. So, please close this complaint. Thank you.