Ordered fabric. One hour later, it was removed...

Joann.com is the worst place to get assistants from when purchasing anything online. I made the mistake buy purchasing beads because they had their 4 for 10 deal. And it has been a disaster. I got split orders. The first order charged my account. I went into the store to do my hassle free return and they told me i was unable to return anything. I was doing an errand and needed to get home to get my kids so i couldn't argue. SO i went home and did my best to understand what the issue was and get some answer. I emailed joanns twice and it was like they gave me a copy and past of their return policy, as if i didn't read through everything already. The second email I asked them to cancel my order as I was unsatisfied and the employee wrote me he would release it then told me i can return all items at joanns... Which just wasn't true because it wasn't working. Again, no help what so ever, it was like they don't read what you are writing they are just computers responding. Anyway then i tried to call someone, as i felt maybe this situation needed personal assistants, but you can not talk to anyone over the phone, they don't accept it. SO eventually i go through my bank, i got through my order, I write everything down to start my journey and waste my time and gas back to joanns. SAME THING, doesn't work. Employees are kind and trying to figure this out and I can see they are frustrated, they even tried to contact support and no answers. Give it i have my 2 young kids with me who are wondering what the issue is... hassle free remember... So the employee tries to say i can get instore credit which obviously that is not acceptable, I run a business and I need this taken care of and put back onto my card. She eventually helps me and i thank her so much. I really do like the employees working the frontline at joanns. But the online is a joke.

SO as i go on thinking thank god this is over. I get a message in my email saying they are shipping more beads and have charged my card... I am livid! I again write them an email saying i'm upset, I told you not to send them, i said to cancel them and here they are saying we wont do that... We have all worked in retail... it is possible... joanns.com is a joke and I have the worst headache right now. I'm hoping I can just reject the shipment because this is a nightmare.

If i could give joanns.com a rating it would be negative... dont waste your time, visit the people in store they are the good people. The employees through online don't care.

On February 9,2023, I went to the Downingtown, PA store to return a piece of fabric I purchased last week because it had been cut incorrectly. The following incident occurred, and I am extremely upset!
I took the fabric I wanted to return to the cutting desk and explained to the salesperson that I had, on my previous visit, asked the gentleman who had cut it for me for his help in determining how much fabric I would need to remake the seat cover for a baby bouncy seat, and I handed him the seat cover so he could determine the yardage I needed. He was not very kind or helpful and acted as if I was bothering him because I asked for his help instead of just TELLING HIM what I needed. At any rate, I handed him the bolt of fabric I chose to use and he cut it for me.
When I got home to use the fabric for my project, I realized that he had cut it too short because he did not take into account that the fabric print could only be placed lengthwise (up and down) and not widthwise (sideways) and therefore cut it too short. As a long time employee, He SHOULD have known that! (I frequent that store and know that he has been there for years). So, today, I had to drive back to the store (10 miles from my home) to return the fabric and get the correct yardage.
I went to the cutting desk and explained my situation to the salesperson, her name was ZUZANA. I told her that the gentleman who had cut it for me seemed disinterested in helping me and asked her if he was the manager, and she told me that there are four different men that are managers there (although I've never seen more than one male employee in that store who cuts fabric.). I said "Well, I can't recall his name, but he was a black man", (there was no negative tone or inflection whatsoever in my voice) I was simply identifying him. She replied "You mean African-American!" and I replied "Yes, OK, whatever term you want to use" and she said "NO, it's NOT OK and it's NOT whatever term I want to use, it's African American and you are a racist!"! I said "I did not mean to sound racist and was only using that term to describe him to you" and she said "That was a very racist remark you made". I said "I am an Italian American and do not go around calling myself an "Italian American". She said "Well, I'm a Slavic American and I DO and I'm NOT having this conversation with you, I'm just not" and she slammed my intended fabric purchase down on the table and tried to wrap it up as if she was not going to wait on me. Then she said "I'm not waiting on you, I'm just not, you're a racist, just leave the store!" I replied "I'm not leaving the store because I need that fabric and I told you I didn't mean anything by my description and it's none of your business anyway how I referred to him". She proceeded to argue, saying "It IS my business and you are a racist!" She must have then realized she was the EMPLOYEE and I was the CUSTOMER and proceeded to cut the fabric for me. When done, she made another remark under her breath which I did not hear and I asked her to repeat it, but she would not. So, I looked at her name tag which she saw me doing and she said "Go ahead, look at it, my name is Zuzana!" I told her I surely was looking for her name and surely would contact her employer to which she said "Go ahead! You made a very racist remark and I'm not having this conversation with you, leave the store, JUST LEAVE THE STORE!" In addition to her accusations and insults, she was very LOUD to the point that I wished I had asked her to lower her voice but figured she would just hurl more accusations and insults at me, so I didn't bother, but I was mortified and embarrassed.
I paid for my purchases and left the store in tears with my heart beating out of my chest and my hands shaking! I am 63 years old and Do Not need this unwarranted aggravation from an EMPLOYEE at Joann Fabric who is supposed to be providing customer service and satisfaction, not to mention minding their own damn business!

Below read the on going email stream I've been carrying on with Joann Customer Service. To read chronological order start at bottom.
No satisfaction at this time. No resolution.
BUYER BEWARE - COUPONS ARE DECEIVING/ CONFUSING
SALES AND DISCOUNTS HAVE LOOP HOLES

I DID NOT have an in-store transaction.
1. I picked up my online/ pick up in store purchase. (Paid at time ordered)
2. I received a coupon spend $15 in store get $5 off.
3. I attempted to make a purchase IN THE STORE using coupon.
4. Clerk refused coupon saying it was buy online.
5. I left without making purchase.
6. I placed an online order today using coupon $1.99 flat rate shipping.
I FAILED TO SELECT COUPON TO READ ADDITIONAL FINE PRINT INFORMATION STATING ADDITIONAL HANDLING FEE.
I just clicked on apply to cart. JOANN FABRIC PULLED ANOTHER ONE OVER ON ME.

Needless to say, I'm learning there are to many loop holes,
Bait and switch (refer to my very first email where I stated I went in to shop of decorating fabrics, planning to use a discount coupon ONLY TO FIND OUT
The decorating fabrics were on SALE 30% off UNADVERTISED!
I had searched the ads to see if I could use the coupon for decor fabrics.

On Oct 27,2022, at 5:37 PM
I sincerely apologise for the confusion. Would you be able to provide me with your in store receipt for the in store transaction? There is an additional handling fee of $1.95 that now is standard across all shipped joann.com orders, even if you are eligible for discounted shipping. It does appear that the current shipping and handling charges shown on the order, is correct for the $1.99 shipping.

JOANN Customer Care

On Thursday, October 27,2022, My Response:
Maybe I was not clear in my explanation. I got my pick up order separately, then was attempting to make an additional purchase in the store using the discount coupon of spend $15 and get five dollars off.
My online / pick up order in the store was already paid for.
Island shopped and found items I wanted to spend using the discount of purchase $15 and get five dollars off.

Now, I have another issue, I just looked at my online order purchased for delivery.
Joann fabric advertised $1.99 for an online order shipped to my home. On my receipt I have just noticed that I did not get the $1.99 and I did apply the discount on my order. (FOUND OUT THERE'S AN ADDITIONAL HANDLING FEE THEY DO NOT REVEAL)
I was charged $3.94 shipping. If you go back and look at this email stream you will see my order numbers.

Customer Service:
Thank you for contacting JOANN. Unfortunately, it does appear that the coupon code for the $5.00 is for in store purchases only. This means that the code would not have applied to the pick up order, as this would be considered to be an online order. We would not be able to honour this code on any online, or pick up order.
(I WAS NOT TRYING TO USE IT FOR MY PICKUP ORDER WHICH WAS ALREADY PAID. I WAS TRYING TO MAKE AN IN STORE PURCHASE) We will be sharing the details of your experience with our Customer Experience team, as well as the local Store Leadership team responsible for this particular location in Myrtle Beach, so that we may ensure that your concerns are addressed in the most appropriate manner possible. You can rest assured knowing that our team members remain committed to providing our customers with the best experience possible and that your feedback is in good hands.

We love to hear from our customers as we are always looking for ways to better our service, and your feedback is an invaluable part of that process. We thank you again for sharing your feedback and hope that you will visit us again soon.

Sincerely,

JOANN Customer Care

The NEW Myrtle Beach, SC store on Seaboard St.
Today I placed an online order so that I do not have to
Return to the store. Order #—————————
I spent over $23, but was not able to use the discount coupon
I received for my online - pickup in store order.
Discount was spend $15 get $5 off. #———————
I ordered the items I attempted to purchase in the store, but clerk
Challenged my discount.
I understand you're going to contact the store, but wondered how
You could resolve this to my satisfaction.
Keep in mind my trip to the store takes about 40 minutes.

On Oct 27,2022, at 12:43 PM,

Thank you for contacting JOANN Customer Care.

I am terribly sorry to learn that you had a bad experience at one of our stores and want to make sure that your concerns are properly addressed. In order to get the appropriate team members involved, I'll first need to know the location that you visited. If you would kindly reply with the city and state where the store is located, I will gladly make sure this is addressed.

Thank you,
JOANN Customer Care

On Tuesday, October 25,2022,

Store location: Myrtle Beach, SC NEW STORE
My Comment:
Only been to store three times and EXTREMELY disappointed.

1st trip to check out store.

2nd trip took my daughter, who was shopping for decorator fabric on Friday, Oct. 21, with 50% off coupon in hand. Once in the store we see that all of the decorator fabrics are on sale 30% off. This was NOT in the sale ad or email I received. (Made me think of a bait and switch) I took her in there thinking we would find her fabric and purchase it half off. NOT!
Sorry to say we went to a specialty fabric store and got fabric even cheaper than what Joann fabric would've been 50% off. Your loss!

3rd Trip -
I went online and placed an in-store pick up order.
I was able to pick up my item, after standing in line for 20 minutes, there were 12 to 14 people in front of me, with only one checkout clerk.
At one point the manager had to come do a price check for the one register clerk that was open. (this also held up the checkout line.)
He did not call for more help and he did not stay to help at the checkout.
Finally, the clerk called for back up.

With My online/pick up in store order I received a coupon for purchase
$15 get $5 off.
The coupon would not scan off my phone At the register, therefore, the clerk refused to give me my purchase with the discount.
Needless to say this completed my third trip into your store, I probably won't be going back. I can place an order at home, have it delivered to my home, at no extra charge and no hassle. (THIS TOO PROVED NOT TO BE TRUE- I USED THEIR $1.99 SHIPPING BUT THEY DO NOT TELL YOU THEY CHARGE A SEPARATE HANDLING FEE)

I placed a relatively large order for yarn since I saw a deal on their website, yet multiple pieces of yarn that showed up as available on the website ended up "not being in stock" or available or however it was described.

They sent me an update email saying those items would no longer be shipped and that whatever hold was placed for them would be released. That was fine; again, it was a reasonably large yarn order (about 90 skeins initially), and I just figured if I needed those colors, I would order from somewhere else when the time comes—the email they sent also stated that the rest of my order would still be processed. I continued to browse their website and saw some other yarns that were also a deal and ordered about 70 more skeins in 2 different orders.

Fast forward to today, I got an email stating my entire first order was canceled. When I contacted customer service, they said that because they didn't have the "quantity" I ordered in a "few locations," they just canceled the whole order instead of processing the order through the various locations, which was appalling. Like you have the yarn, but not in one warehouse, so you would choose to lose money and be lazy as opposed to processing the order. I was also irritated, especially since 1. You don't have an order limit on your website, and 2. You don't give any options on where the order is being shipped from unless you choose to pick it up at a store. They then suggested I reprocess the order into multiple orders. Like what? Was I supposed to keep charging my card, and u cancel the order because the yarns weren't located in "a few" locations and I should have done this until I got it right?

At that point, I was kind of annoyed, so I asked that they cancel the last two orders too because there were about 35-40 skeins in each of those, and I figured if there were a problem with the first order, most likely there would be a problem with that one too. Plus, if I couldn't even get all of the other colors I requested, there was no use in me getting the multicolor, too (I combine the two to make hats and various other items). The representative stated they couldn't cancel an order by request. But you can cancel it because you don't want to process multiple items through various warehouse locations?!? This is why I will stick to Amazon. Many of these businesses will be going out of business, not keeping up with the times.

Word of Advice: if your items are being canceled but are still showing as available on the website, it's because they are available but obviously Joann's doesn't want to put in the man power to have multiple items shipped through various warehouse locations (or maybe they don't want to pay the additional shipping fee on a close to $500 dollar order). Something they described as a max location request or some crap. If you are a bulk shopper when you see deals, do not shop at Joanne's especially for yarn. I did the same at Yarn.com (WEBs) about a year ago because they had deals and I received everything in one shipment and it was a lot.

Online order couldn't be fulfilled. A substitute was made. Now it's my issue to return or reorder!

I was issued two refunds for corporate refund checks on January 10,2021 to be sent to me. I had been in communication with the Store manager and Asst. Store manager who actually assisted me with three previous returns (signing them) on my recently deceased mothers un-used new material as l etc. Each received a corporate check for dates of January 3,2021 & December 20,2020 & and a cash refund of $ 120.00 on December 18,2020. All without receipts but luckily still in the original packaging, mfg boxes, and Joann bags. My January 10th refunds never arrived so I reached out to returns customer service for status. I was than told to pick up the fabric or take a store credit? A day later I received a email from customer service asking for detailed information on my return, email, original dates of purchase, which I quickly replied with and asked why they are asking for all this additional information... No one could tell me why? The store manager said the store policy was changed, inwhich I was bring penalized for their policy change after my transactions were done? Basically I was being called a thief and they were trying to imply that 3 bolts of unbleached muslin were stolen? Funny how when I returned it the sales associate was able to scan the bolts and the bolts were identified in the Joanne SKU files in their computer system? Absurd! I was given the choice to pick up the bolts of muslin or a useless store credit. I than took the store credit as they threatened that if I did not come in soon I would be forced to forfeit my merchandise/store credit! What a way to treat someone who's late mother taught all the quilting, cake decorating, needlework adult education classes in Bellevue, Ne. My late mother bought all her needs at this Joann store in Bellevue, ne. She also encouraged all her students to buy all their needs for class and leisure at this store. Pathetic way of biting the hand that keeps your sad little store open in Bellevue, Ne! Talk about Bait & Switch on an honest customer! No wonder this store is so empty. I have/will notify all local contacts of this horrible experience with trying to defame my character without any grounds, basis, or reasonable explanation. Even the supervisor at the returns customer service did not have the courage to call me and explain why the 30 day runaround? Cowards and shady business practice!

Ranks top 3 of my worst customer service experiences, along with Target and Lane Bryant.

Ordered fabric on 12/28. Realized there would likely be a delay due to the holidays. I was pleasantly surprised to see that I got a shipping notice the SAME DAY. The day after, I got another notification that there was a second shipment. That's fine. Until the warehouse never actually shipped it, just made the label. A small delay was fine, but I sent an email letting them know it was sitting around in a warehouse and I expected the item to go out promptly. No response.

Even if you also count NYE as a holiday (most retailers don't) today would be the 4TH BUSINESS DAY that my order has just SIT IN A WAREHOUSE FOR NO REASON.

I finally got an email reply; basically stating "it's not our fault, fedex hasn't updated yadda yadda, if you don't get it by 1/11 contact us then". See attached. As you can imagine, that made me irate. So I called.

I let the service agent know what was going on, the email I had gotten, and that under no circumstances was that acceptable. She went on hold to look at the issue, then came back on the line to tell me she passed it off to someone to "investigate" and that I should get a response in 3 days.

Well, that made me even angrier. I let her know that I wasn't here to put up with her passing the buck, or them making me wait another 3 days to actually ship an order they'd made a label for. She kept trying to talk over me, and when I wouldn't let her, decided she wasn't going to say anything at all. Fed up with her attitude problem, I asked for a supervisor.

The "supervisor" I got was a lying piece of work. She tried to tell me FedEx was having up to 2 week delays in their pickups. When I told her I worked direct customer service for a retail company, our company uses exclusively FedEx for standard shipments, and that there is no delay at all right now, she was a stuttering mess. Had no explanation other than "it can take so and so business days" with no explanation for the fact the order was processed already. When I told her about the inept customer service agents I'd talked to, she said they would "look into it" again (referring to the order) with no indication of a timely follow up.

I let her know if I had done such a terrible CS job, I'd be written up and fired - and it must be nice to work somewhere, when you don't have to do your job to get paid. I guess I'd have to just call in and scream some more when nobody could be bothered to tell the warehouse to ship my order. After some more stuttering, along with another half baked lie of an excuse and her trying desperately to start ending the call, I hung up on her.

Later tonight, I get a message from FedEx that the package is on the way.

Would it not be easier to have your customer service agents actually do their jobs, so that people don't have to be nasty and yell to get their issue resolved? I work customer service. I know the job sucks, but if you do your job, decent people don't have to act like an $#*! to get anywhere. Unfortunately for them, me being a CS agent means I don't have any tolerance for terrible CS agents who can't be bothered to do their jobs, causing me inconvenience.

Joann Fabrics is the most disappointing franchise to ever exist. Unfortunately, I am forced to spend money here because I am a fashion student and it's the only store with fabrics you can feel in-person so it's my only option for fabric shopping. If there were ANY OTHER fabric store that had a decent amount of fabric options to choose from I would GLADLY go there. WITHOUT FAIL any time I walk into a Joann's fabric they find a way to completely ruin my day. Whether it be TERRIBLE customer service, the fact that they are never fully stocked with basic fabrics that are not hard to find or simply their stupidity like not knowing how to use their own coupons. This is not one Joann's location either, I have been to SEVERAL locations and each one is the same. Their employee's are rude, incredibly unhelpful and unknowledgeable in every single item they sell in their stores. If you have a question about anything related to the items they sell, you are more likely to find the answer using google than asking an employee who will definitely waste your time.
For example, tonight I walked into Joann's Polaris location for Copic Markers and black Organza fabric. I walk over to where the organza is and don't see any so I ask an employee if they have any in the back and instead of looking for it the lady goes "Well if ya don't see it we don't have it" so I said "Can you look in the recently cut fabric?" and the lady goes over and says "yeah we don't have it" so I'm like well I should've expected that. Then I walk over to the markers section and all they have is off brand markers so I asked another employee if they still sold Copic's and she goes "uhhhhhhhh idk" and I said "Well can you find out?" and so she asked on her headset and said they have a few in the back but some one came to their store and stole the entire wall display of Copic markers. This is a great example of Joann employee's stupidity. A customer came in and stole an entire display case of markers and they did nothing about it. Sounds very on-brand for Joann's.
I truly wish I didn't have to give a single penny to this awful company because I honestly wish it didn't exist. But because it is my only option to go there I am going to continue to write reviews on my experiences until there is significant change.

I will be writing several reviews since I've had many experiences online and in person. I'd like to start off with the worst experiences first. I've purchased things from the Cockeysville and Parkville Maryland stores. Cockeysville's customers service was BEYOND POOR! They way their curbside delivery was set up was POOR! The woman they had bringing packages out was RUDE, DISRESPECTFUL, and UNPROFESSIONAL! I WILL NEVER BUY PRODUCTS FROM THERE AGAIN! Second runner up is Parkville. I ordered oil for my sewing machine. Money was taken from my account but my order to tell me to pick it up was NEVER sent to me. After 3 days, I called the store. An associate asked me for my order number and said she would print the paper out and have someone to pull it. After waiting an additional 2 days I called to cancel the order but she says, "No, you can pick it up today or tomorrow. Whatever works best for you." So I went to pick it up a few minutes later. While picking it up I asked the guy who brought the bags out did they have sewing machine and he answered yes. So I decided to go in to see them. He had already had models at the cash register to choose from. Models I hadn't seen while doing research online (as I am a new sewer). There were 3 Singers (all different models), and 2 Brothers St371HD. I explained want I was doing, what I needed, and my future plans. Initially, I was unaware that the bag guy was the manager of the store until he said he was going to call his associate to help me with my decision as the store was already closed. My best friend was there with me and telling me REPEATEDLY to not choose the Brother and one of the Singers because the ratings were very low online. But NOOOO I went against what he told me and trusted the advice of the well trained LYING ASSOCIATE! Then THEY ALL had the audacity, to read me and guess what I could or couldn't afford! Once I started talking about the thousands of dollars I've sent online at their store and others, the manager then says, "I have a machine in the back for what you're looking for for $1200. By then I'm annoyed so NO. Every instinct screamed to leave and just buy my new machine online... but I didn't listen! My smaller Brother machine's speed is 850, and the one just purchased is 800! No speeds being posted on the box like others should've been a red flag! But the associate RAVED about this machine and how she has one and LOVES IT! LIES! And because of this virus, I'm in able to return it right, so I have TONS of orders that will still be delayed with slow producing machines! The online warehouse is next inline for my fury! They will send piece by piece out for delivery and take from your account while doing so. I expect for the money to go out when I place my order... If the product isn't there and has to be canceled THEN RETURN THE FUNDS! I think that easier to let the customers know what's taking place with their orders since NO ONE is EVER available to answer the phones on the customer hotline or by email! My ONE GREAT INITIAL experience was with the store in Frederick on St. Patrick Street! It was % but they were damn close! I really enjoyed getting my curbside purchased from them! IF and that's a big if atp, I decide to shop at Joann Fabrics in the future, it will ONLY be from the Frederick MD location! But for now I'm extremely discussed with my overall experience with this company. And I'm a postal worker just in case someone from the HORRIBLE stores read this! I'm good in my finances... smh Not sure of why my photos uploaded wrong but every gets the picture.