Jo-Ann Stores, Inc.

Initial Business Response /* (1000, 5, 2015/05/11) */
We are very sorry for the inconveniences with your online orders and 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. I have processed a refund in the amount of $5.00 for your return. I have also requested a courtesy gift card for you in the amount of $25.00 for all the inconveniences and frustration this has caused. If you need any further assistance, you may contact Customer Service at [redacted] and request to speak to [redacted]. I apologize once again for all the troubles.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for alleviating the issue. I appreciate the quick response of refunding the delivery amount, rather than a long drawn out process as I previously faced.

Dear [redacted] We apologize for your recent experience in one of locations. We have record that this situation has been resolved. If there is anything else we can assist you with please don't hesitate to contact us at [redacted] Thank you, TieraJo-Ann Fabric and...

Craft Stores

Initial Business Response /* (1000, 5, 2016/04/26) */
Dear [redacted],
We apologize for any inconvenience this policy may have caused you. Our policy has been in place to not allow the return of patterns as they can duplicated. Your requested has been shared with our team to see about having...

verbiage made clear in regards to this policy. Currently we reserve the right to research, limit or decline all refunds. This information is displayed at the counter upon check out and also on the back of your receipt.
As a courtesy we will issue a 15.00 gift card to you for the inconvenience. Please allow 5-7 business days for you to receive this by mail.
Thank you,
Tiera

Hello [redacted], I apologize for any trouble that your cancelled order caused you. Unfortunately, all joann.com orders do require payment upon placing the order. If the order is paid with a gift card and an item is cancelled the gift card does need reissued. I am showing that a replacement...

gift card was mailed to your attention on 1/31/18 in the amount of $20.00.  For your trouble, I have attached two coupons that don't expire until 3/31/2018.  Thank you, [redacted] JOANN

Initial Business Response /* (1000, 10, 2016/02/12) */
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. I will have a corporate check issued in the amount of 20.00 mailed to you at the address indicated in this complaint. Please allow 2-3 weeks for this to arrive. We again apologize for any inconvenience this has caused you.
Thank you,
Tiera

Dear [redacted], We apologize for the inconvenience this may have cause you. A corporate check for the amount of $50.00 will be issued to you for the E-bay gift card. Please allow 3-4 weeks to receive this check via mail.  Follow up request about your corporate check can be done at this...

number 1-[redacted]. Thank you,Tiera

Initial Business Response /* (1000, 5, 2015/04/15) */
We apologize for this inconvenience. We are more than happy to send out a gift card in the amount of $66.00 to your home address. Please allow 1 to 4 business days for our treasury department to activate the card and 5 to 7 business days to...

arrive in USPS mail.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sending out gift card.

Hello [redacted],  I apologize that you feel you have received the run around as well as misinformation. I can assure you that your gift card in the amount of $20.00 was sent out on 1/31/2018 and you should expect to receive it the week of February 12th. I have also requested to have an additional $20.00 gift card sent to you. This gift card number [redacted] has a tracking number of [redacted] was mailed out on 2/15/2018 via USPS. You should expect to receive it the week of February 26th.   Thank you, [redacted]JOANN

Initial Business Response /* (1000, 5, 2015/11/02) */
Hello [redacted],
I am so very sorry for any inconvenience you may of encountered with your Joann.com order. Unfortunately during the time-frame of your order our warehouse was running behind and shipping orders out late. Our system...

does show the order did ship out on 10/22 but the "In Progress" did not update on our website to show as shipped, this is an issue that our IT department has been working to correct. I do see that the shipping for your order was refunded in the amount of $9.95 due to the delay on 10/28, I have also refunded $10 back to your order for this inconvenience, you should see this reflected on your online statement within 1 to 3 business days. Please do not hesitate to contact us if there is anything else we may assist you with.
Thank you!
Colette
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
An apology was all that I expected for the situation. I am glad that I received one as I enjoy shopping at Joanns.

Per our phone conversation we will honor the sale price and your 20% off coupon making each yard of cozy flannel $2.39 per yard.

Dear [redacted] The order did not pass the verification process, therefore the order was canceled. The name and address that the credit card statement is sent to would need to be used when placing an order.  The billing phone and e-mail should be verifiable to the card holder. ...

The other phone and e-mail should be verifiable for the recipient.  If there is a business name associated with the billing or the shipping address, it would need provided as well.  We also will not ship merchandise to a hotel.  The card holder may place another order at Joann.com using different information.  Any new order must clear the verification procedure in order to be processed. We apologize for any inconvenience. Jo-Ann Fabric and Craft Stores

[redacted] Please accept our apologies for any trouble. Unfortunately, it appears that your order was lost and a refund for the merchandise was processed on 9/30/2017. It can take 3-5 business days for you to see this to your original method of payment due to electronic processing time....

Additionally, I have issued a second refund of $8.00 for your shipping so a full refund of $44.65 will be issued. We would be more than happy to assist you in placing a new order with the original sales prices and free shipping. Should you choose to accept this please reference ticket number [redacted] when calling our Customer Care Team at 888-739-4120.Thank you, Kaitlyn S

Initial Business Response /* (1000, 5, 2015/11/28) */
Hello [redacted],
I apologize for any inconvenience you may of had with your Joann.com order. Ticket number [redacted] indicates on our end that a customer service representative did respond back to you on 11/19, I am very sorry if you did not...

receive this email. Please note she shipping section on our website does indicate "Orders are accepted with the understanding that stock is available. In some cases, limited availability may prevent us from shipping the quantity you requested, but we will do our best to fulfill your complete order. If your order contains an item that is cut by the yard (ex. Fabric), please know that we will make every attempt to provide one cut of fabric, but we may need to fill your order in multiple cuts. You will receive an email if the status changes on any of the product within your order. Please allow up to 4 business days (Mon-Fri) to receive any status changes." If an item is out of stock you are not charged for the item, you are only charged if an order ships from our warehouse. If you would like to reorder this item when it becomes available again or a like item we are more than happy to honor the same price point and to provide you with free shipping. Please contact our customer service department at 1-888-739-4120 for assistance with placing a new order. Please let us know if you have further questions.
Thank you!
Colette

Dear [redacted], I apologize for any inconvenience this has caused you. Our company has made every attempt to advise you of what is possible with in our means. Special orders are available to be done in or stores if items are not available. The size of the fat quarters are...

determined by the manufacture of the product. Again we apologize for the inconvenience.Thank you,Tiera

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.10/19/17 3:49 pm0021490 03 714833    1261

Dear [redacted],We do apologize for any inconvenience you have experienced with this order. Our records indicate a refund was processed on 7/15/16- to [redacted] ([redacted]) in the amount of $72.53. Thank you,Tiera

Dear [redacted], The order did not pass the verification process.  A new order may be placed at joann.com using different information. All information must be verifiable back to the card holder.  Any new order must clear the verification procedure in order to be processed. We apologize for any inconvenience. Jo-Ann Fabric and Craft Stores

Initial Business Response /* (1000, 5, 2016/02/02) */
Dear [redacted] [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. If you would please provide the following to us to have this matter...

resolved. The location of the store, the date, and the first four numbers and last four numbers of the American Express card used. We can have our treasury department research these additional charges and request them reversed. We apologies for any inconvenience this has caused you and look forward to having this corrected.
Thank You,
Tiera
Initial Consumer Rebuttal /* (3000, 7, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I haven't heard from Joann Fabric, yet. But [redacted].credited my account for the 2 amounts in dispute. If the merchant provides them with information by 3/29/2016 supporting the charge as valid, it will rebill my account and send me a letter with a copy of the information it received from Joann Fabric.
I'M STILL WAITING.
Final Business Response /* (4000, 9, 2016/02/08) */
Dear [redacted] [redacted],
On 2/2/2016 in re guards to your to your case [redacted] we requested the following information to help resolve this issue. The location of the store, the date, and the first four numbers and last four numbers of the American Express card used. If you financial institution has reversed these charges we would like to ensure that those charges are not reapplied. Please provide the requested information in order to better assist you. Again we apologize for any inconvenience and look forward to having this issue resolved.
Thank you
Tiera

Dear [redacted],          We received the merchandise in good faith that it was purchased from JoAnn Stores.  We 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 so.  With the information [redacted] provided, we researched the 3 stores he mentioned for the Ott light purchases during the time frame he gave.  There were few sales so checked each transaction and found that NONE were paid for with cash.We have no record of [redacted] leaving a message on our Refund hotline.  In the recorded message that the customer hears, it asks that they leave their name and phone number as well as other information.  Again, we have no record of a [redacted] calling this line.If you need anything further, please let me know.Thank you,Tiera

Initial Business Response /* (1000, 5, 2015/08/11) */
Hello Dianne,
We are very sorry for any confusion with our signs within our stores. Sales in the store are always off of the original price point of an item. I have requested a $25 gift card on your behalf to be sent to your stated address. ...

Please do no hesitate to contact our customer service department Monday through Saturday 9AM - 7PM EST at [redacted] if you have further questions. Thank you!
Colette