Complaints

• Initial Complaint

  02/03/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Springfield, MO Location I was given a gift card for Christmas for *****'s and went to use it. They said they had gotten a message from corporate that they are no longer accepting gift cards. I emailed, tried to call and texted them and didn't get any response. I would like to use my gift card or get a refund for it.

  Business response

  02/04/2025

  Dear ******,
  
  We sincerely apologize for any confusion. At this time, gift cards can only be redeemed in our stores, as our online system is not equipped to process them. We kindly ask that you visit your nearest ***** store to redeem your gift card. Thank you for your understanding.
  
  Sincerely,
  
  *****

  Customer response

  02/04/2025

  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

  01/28/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Sunday 1/26/25, I was attempting to place an order using Joann fabrics' website. The website repeatedly denied my card stating that my payment information was invalid. I tried several times before receiving a notification from my bank that my card had been charged twice for the order, even though my order was never confirmed. The total for my order was $101.34, but was charged twice for a total of $202.68. I have attempted to call their customer service line 3 times and have been on hold for 45 minutes to an hour each time. I would like to be refunded for both of the charges, under the assumption that my order has not been and will not be processed.

  Business response

  01/29/2025

  Dear ****,
  
  We're so sorry for any inconvenience that this has caused. According to our records, there are 4 failed order attempts associated with your email address on 1/26/25. The most common reason this situation occurs is that your billing address does not match the address the card is associated with. You can call our ************* Team at ************ and we can try and troubleshoot further. If we are not able to successfully place the order you would need to contact your financial institution to advise them that you are having trouble getting your card to authorize for an online order.
  
  You may see multiple authorizations on your account if you attempted to process an online order multiple times by hitting the "submit" button, even if your order did not process. An authorization is a pending charge or hold on a payment account and is not a true charge. The authorization on your 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. The release of an authorization may also appear as a refund on a credit card statement, or the authorization may be deleted from the account entirely. The void may take 7-14 business days (or longer, depending on your bank) to appear. You can review this information at *****************************************.
  
  Sincerely,
  
  JOANN

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They took money when they don't have the items in stock or anywhere for that matter.

  Business response

  01/28/2025

  Dear ****,
  
  We sincerely apologize for any inconvenience that this has caused. 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 5 business days (Mon-Fri) to receive any status changes.
  
  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
  
  

• Initial Complaint

  01/26/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1- did on line order yesterday- said it was in stock - never heard anything- went to store- wasn’t in stock- only thing in stock was thanksgiving and Christmas junk!! Store smelled of Bm- such a filthy store- should be looked at by health department- 2- on line order Jan 9- nothing have I received but a broken cake plate- the rest of my items show at fed ex with numbers- but according to fedex still waiting for items since January 11!!! 3- recorded cake plate and e mail attached that “ *****” stated to send shipping number once I received it and they would reaburse me for s and h- what a joke nothing after sending many notices to ******** and ***** - I can see why they claimed bankruptcy- once this is all taken care of I will never step foot in ******** again!! I hear a lot of complaints but now I understand why - ripping costumers off for every cent!!!!!!

  Business response

  01/27/2025

  Dear ******,
  
  We're so sorry for any inconvenience that this has caused. At this time, the shipping charges on your replacement order have been refunded. You should see this refund reflect on your original payment method within 3-5 business days.
  
  Sincerely,
  
  *****

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an online order on 01/07/25 for three items. Two of the items have been shipped and arrived in a reasonable time. The third item has not been shipped, and I have not received any updates as to its' status. When viewing the item on the Joann.com website, the item still shows as available and in-stock. I sent a message on 01/17/25 to customer care to understand the status of this item and when it would ship. I received confirmation my message was received, but have not received any further information or response. I would like the item shipped as soon as possible as it is now over two weeks since my order. Per Joann.com posted policies "For standard delivery, you can usually expect delivery within 6-10 business days from your order date". If the item is not able to be shipped, I would like the unshipped item be cancelled without penalty (no charge for shipping).

  Business response

  01/27/2025

  Dear *****,
  
  We sincerely apologize for any inconvenience that this may have caused. According to our record, the Airtext 4" x 22" Sofa Replacement Foam Chair Pad has been cancelled from your order due to being unavailable. Please rest assured that you were not charged for the cancelled item. 
  
  Sincerely,
  
  JOANN

  Customer response

  01/28/2025

  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

  01/19/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  electrical system is broken has not been replaced two weeks ago computer phone and heating all short out and corporate did not help it is feeezing in maine elder employees are forced to work with two people on staff in busiest systems and they’re 70 years old in 50 degrees. corporofate refuses to look for parts from 1960s and employees suffer the management told my family and they need the parts and it installed rhis is elder abuse and abuse to be working in freezing cold

  Business response

  01/21/2025

  Dear ****,
  
  We apologize for the inconvenience regarding the lack of heating at our Portland, ME location. Thank you for notifying us of this issue. Rest assured, we will promptly address this with the relevant departments to ensure a swift resolution.
  Sincerely,
  
  *****

• Initial Complaint

  01/17/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order 4 yards of purple fabric Sew Classic Solid Cotton Fabric, Purple, hi-*************** Solid Cotton Fabric Item #: ******** QTY: 4 Color or Style: Purple $2.99$11.96. I only received 2 yards total. When I emailed customer service, it took 3 weeks to get a reply and the reply was simply a tracking number. Originally, I wanted the remaining Fabric but now I want a refund as so much time has passed and i had to order from another company. I ordered from Joanne's in Nov 2024, today is Jan 17, 2025 *** no response or remedy except the tracking number.

  Business response

  01/17/2025

  Hello *******,
  
  I am terribly sorry to learn that there was a problem with your order, but I will be happy to take care of this for you. Unfortunately, we cannot reship items without placing a new order, so I have refunded you in the amount of $7.68. 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.
  
  If you would like to reorder, you can place a new order on joann.com and reply to this message with the new order number once it has shipped to receive credit for any increase in price as well as the cost of standard shipping. If you did not want to wait for a price match refund you can call us at ************ and the order can be placed over the phone with an instant price match and waived standard shipping.
  
  Sincerely,
  
  JOANN Customer Care 

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Rowenta steam generator on November 15, 2024 in the amount of $242.99 When I plugged it in it did not light up or heat. I checked my GFI's and circuit breakers. Everything in my house was working. I tried various plugs, the steam generator did not work. I took it back on the 16th and was told that they do not take irons back. I was told to contact Rowena, but I just bought it yesterday. They did offer to plug it in. It did light up and heat. I took it home and once again tried to use it. I tried to use it three times. It never generated any steam. I have owned Rowenta steam generators for 25 years years and have never had a problem with one. They only last about 8 years because the pressurized tanks start to leak. I finally called Rowena about the generator. Rowenta customer service told me that the machine that I purchased was manufactured in 2021 and was no longer under warrantee. They could not understand how I could have bought this machine on November 15, 2024. I sent them a copy of my sales receipt so they are willing to fix the machine if it can in fact be fixed. I sent the machine back to Rowenta and am awaiting a reply from them. I called Joann in Medina and spoke to their manager about what happened . She told me they have nothing to do with what is on the shelves. She told me to call customer service in Hudson, Ohio. I have tried numerous times and have been on hold for hours at a time. When they do answer they immediately disconnect you. I have shopped at Joann for as long as I can remember them being in business. I am 81 years old so that is a long time. I have never had any complaints about them until now. I am an avid sewer and quilter. I will never again go into a Joann store again.

  Business response

  01/14/2025

  Dear *******,
  
  We're so sorry for any inconvenience caused by the iron not working properly. Per our return policy which can be found here: **********************************************************************
  
   All machines & electronics require a receipt for return. To return an opened or defective JOANN-branded machine (e.g. JOANN 100M Mechanical Sewing Machine, JOANN 200HDT Heavy-Duty Sewing Machine, etc.), you must provide a receipt to validate the length of the warranty period. All other brands of electronics (e.g. Singer, Brother, OttLite, etc.) must be returned with a receipt and in an unopened box, and we ask that you work directly with the manufacturer if their products are damaged upon purchase or become defective within the warranty period. While this line on the policy does gear more towards sewing machines, it does pertain to all electronics including irons. We advise continuing to work with the manufacturer directly for assistance with any repairs and/or replacements for this iron.
  
  Sincerely,
  
  JOANN

  Customer response

  01/14/2025

   I am rejecting this response because:
  I returned it in one day and was told you do not accept returns for irons.  I am working with Rowenta but it’s a lot if work on my part for an iron that was sold after it was actually out of warrantee.  I have shopped at Joanne for at least 30 years.  I have seen people bring back all kinds of the fabric and notions.  
  

  i will never shop at your store again.  I was treated very poorly.  

  
  

• Initial Complaint

  01/10/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order online 1/9/25 for in store pickup in Torrance CA. The order was canceled and until now my money has not been returned to me. My bank shows the money was taken. I need this returned immediately as I need the funds. The store never picks up their phone so I was forced to go to the store to ask about my order. Online inventory is not accurate. It shows quantity available online but does not physically have them at the store. I walked around the store to see if the product was there but it wasn’t so I had to get in line to see if my order was pulled. I had to stand in line for 30 minutes because they only had one register working. Cashier told me they never pulled any online orders that day and that they were backed up since the holidays with hundreds of orders. They never processed my order yet they held my money and I never got it back. Horrible experience and customer service support is terrible. The website needs better inventory control and floor management—and the store needs to pay more careful attention to online orders. Service was way too slow with only one cashier available with wait times of 30mins or more—and no one tends to any of the online orders. Company needs to return my money asap.

  Business response

  01/10/2025

  Dear *********,
  
  I am very sorry to learn that your order was canceled. 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,
  
  *****

  Customer response

  01/10/2025

  You did not even mention anything about the horrible experience I had with your company. The slow service, bad inventory control, floor management, no one answering the phones, etc. The lack of training and staff not fulfilling online orders. This isn’t just about money but the lack of service support received from your company. Please note that this is an inconvenience and now I have to wait for this charge to clear with my bank. Why did JoAnn temporarily put a hold on money? Now the money is frozen and taken from my account—and there’s still a hold on my account for the purchase. If an order is canceled within 24 hours, the money should have cleared or your company should have cleared that order in your system and returned my money by removing that hold. The cancellation was the fault on your end. The lack of inventory control caused the order to be canceled thus resulting in a hold in my account. The money is now suspended and taken out of my account and now I am out the money. This is very frustrating and inconvenient and wasted a lot of my time. 

   

  
  

  Business response

  01/14/2025

  Dear *********,
  
  We sincerely apologize for any inconvenience you may have experienced. Your feedback regarding the store in Torrance, CA has been shared with the store leadership team for review and resolution.
  
  Regarding the authorization hold on your card for the cancelled order, please be advised that the hold is automatically released on our end. However, it may take a few days for your card issuer to release the hold on their end. If you continue to see the pending authorization hold 3-5 days after the order was cancelled, kindly contact ************************** with the following information and a written request will be sent to your bank for the release of funds:
  
  - Date of transaction
  - Amount of transaction
  - Number of authorizations pending
  - Name on the card
  - First 6 numbers of the card used
  - Last 4 numbers of the card used
  - Bank email address or fax number
  
  Sincerely,
  
  *****

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I attempted to use a gift card on the website but I kept getting an error so I refreshed my browser and tried again but this time I was told the gift card had a zero balance. The order never went through.

  Business response

  01/03/2025

  Dear *****,
  
  According to our records, your order attempts did not go through. I am very sorry for the trouble that this has caused! When this attempt was made, the balance of your gift card was removed. At this time, we have processed a request to re-issue your gift card via email. Please allow a few business days for this to arrive. This email will come from CashStar rather than JOANN.
  
  The most common reason this situation occurs is that your billing address does not match the address the card is associated with. You can call our ************* Team at ************ and we can try and troubleshoot further. If we are not able to successfully place the order you would need to contact your financial institution to advise them that you are having trouble getting your card to authorize for an online order.
  
  Sincerely,
  
  JOANN

  Customer response

  01/03/2025

   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.

*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. ↩