Anonymous

Terrible on the phone service

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Recently I ordered some fabric from online to pick up at a local Joann Fabric store. When I went in to pick it up they notified me that they no longer had it. I was mad that I ordered something and the order went through successfully, then they just ran out. I looked endlessly for this fabric and still nothing. It was sold out everywhere. I decided on two new fabrics, but still somewhat difficult to find. I called a Joann Fabric store that is about 30min from my home (only store online showing that they had what I needed) to make sure they had the two fabrics I needed to make a blanket before I drove all the way out there. I called and asked my question and the employee rudely interrupted me and said she couldn't answer my question bc she didn't work in the fabric department. First off, the whole store is basically a fabric store so figure that out, and second, I had a pretty general question. She transferred me to the fabric person and I waited on hold for over 10min. Then she got back on the line and said they were busy and they would try calling me back later. Just figure it out! This lady was clearly not doing anything and could have simply answered my question. I am fed up with Joann fabric and their service!!!
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Cons:
  • Rudeness of top management
  • Poor customer service
  • Lack of staff training
Reason of review:
Poor customer service

Preferred solution: BETTER SERVICE AND HIRE MORE FRIENDLY PEOPLE!!!

4 comments
Guest

"Clearly not doing anything"... do you know how hard it is to work the front by yourself answering the phones, helping customers...cleaning, putting up fabric, reorganizing things where lazy people can't put stuff back.

dealing with angry customers with their coupons when they don't read that they don't work on Circuits or patterns.. or magazines..

it says it on the coupon. and half the time we are understaffed and very busy and sometimes our phones dont' work.

Guest

“Clearly not doing anything”. That’s funny because when I’m working the front end, I’m running the register, telling people where to find buttons or yarn or whatever, I’m explaining coupons to people...when I close, I’m doing all of the above plus sweeping floors, emptying trash, putting away go backs...plus we have to answer the phone by the 3rd ring...so no, I don’t work in the Fabric department...Joann is not a fabric store...it’s called Fabric and Crafts...you figure it out.

Guest

And you know this person was "clearly not doing anything", how?

Guest

You don't mention anything about payment for the goods.

Why not order online and have it shipped ?

Why aggravate yourself with a trip to the store ?

View more comments (3)
Brandi Dnk

Shipped then cancelled item from order

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I ordered items to make a costume. 4 felts and one adhesive.

On 1/4/2018, I got an email saying my order shipped. On 1/5/2018, I got an email saying an item from my order has been cancelled because it is no longer available. I emailed customer service about receiving a similar color without another shipping charge. Their answer was vague and talked about me reordering the out of stock item in the future for free shipping.

I would love to just return what I received because I can't make the costume with only 3 felts.

BUT I will be reimbursed MINUS $8.00 shipping. Not worth it, I'll give the stuff away and shop at Michaels or AC Moore.

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Loss:
$42
Cons:
  • Shipping partial order
Reason of review:
Order processing issue

Preferred solution: Full refund

Sergio Vvn

Horrible control of inventory and *** customer service

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Twice I order something off of online, both times they sent me a cancellation of the items because they were not in stock. They should have known this ahead of time. Then the one item they were going to ship me they lost. So I lost out on the deal and if I would have know I could have bought these items for the same price somewhere else but since all the sales were over and everyone was out of stock I had to go to the Container Store and spend $25 more to get what I ordered. Joann's didn't seem sorry at all how *** their service is.
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Loss:
$25
Cons:
  • Inventory not kept track of
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous

Poor quality fabric. Never again!

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Unable to find cute Valentine fabric suitable for a boy to make 2 pillowcases, I went to Joann Fabric as a last resort. Today as I was preparing the fabric, the grain was so askew, I was only able to make to make ONE.

In addition to the wonkie grain, the quality of the fabric was worse than I could have gotten at Walmart! The price of cotton “quilting” fabric at Joann's is just as much as superior quality fabric at a quilt store. I must drive a distance to a good quilt shop, but I WILL NEVER AGAIN GO TO Joann’s.

PS...I am not alone in my opinion. The quality has been going down for years.

View full review
Loss:
$6
Cons:
  • Quality of fabric
Reason of review:
Bad quality

Preferred solution: Not to shop there again

Anonymous
map-marker Sugar Land, Texas

Horrible customer service.

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I contacted my local Joann's which was very helpful in telling me who had the fabric I desperately needed in stock. The only store that showed it in stock is an hour away from me.

I called that store at 930am to be sure it's in stock before taking that drive. An older woman told me she'd look when she had time and call me back because she was the only one until noon. so at 1pm when I had still not heard back, I called back. I got someone else who told me 5 people were ahead of me for fabric in stock calls.

I honestly feel that was exaggerated since I called 30 minutes after the store opening. Anyway this person told me I'd get a call after they looked. It is now 8 hours later and I never got a call. How hard is it to look on a shelf and see if the fabric is there?!

I just needed a yes or a no. I am so extremely upset with this company now and will now have to make the drive during traffic hour after waiting ALL day for a call back. And on top of that I have little to no time to do a custom dress that I need this fabric for.

In my opinion this is the worst customer service I have ever experienced with Joann's and I am a repeat customer. Obviously this store needs help.

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Reason of review:
Poor customer service
2 comments
Guest

Oh, ok so they’re just supposed to ignore all the people who are actually in the store...

Guest

Did u forget what time of year it is. Christmas season.

Very very busy time of year. Have u not ever forgot something when ur busy.

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Anonymous

Won’t be back!

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Today I went to Algonquin, IL and a very rude employee Amanda checked me out ! She would not listen, interrupted when I was explaining what another employer told me! Very rude! Michaels and and hobby Lobby have my business now ! Goodbye JoAnn!
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Reason of review:
Poor customer service
Tranisha Gvn

Smell in the store and fabric

I buy fabric from here quite a bit but I am so tired of trying to remove the god awful “old folks home” smell that they embed into all the fabric and the entire store. WHY do they do that? It’s horrendous!
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Reason of review:
Bad quality
1 comment
Guest

Scam

Nicklas Hus
map-marker Oregon City, Oregon

Ridiculous

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One checker With a mile long line. They are always under staffed
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Reason of review:
Poor customer service
Anonymous

Terrible service experience

I needed more yarn for my project. The website showed 6 skeins were in stock at my local Joanns. When I got there, they had none on the shelf. I asked an associate who was shooting the breeze with another associate, if she could look in the back. She got snooty with me and just said if it's not on the shelf, then we don't have it. I left the store and drove 45 minutes to get it at another Joanns. When I ran out again a few days later, I looked at my local Joanns again and found they had some on the shelf. I mentioned to the cashier that I was glad they got more in, since I was here and they told me you were out. She said, "No, we didn't get more in. It was in the back". I can tell you I will not be back after being treated like this!
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Reason of review:
Poor customer service
Rayce Dhm

Online Order/Shipping

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I needed to change my order and customer service was no help at all and were very rude. Not sympathetic at all to the customers needs. They told me I need to wait until it arrives and just return it to the store. I need it to arrive before Christmas, but I was told nothing. Unbelievable and it hasn’t even been processed yet. I will never ever order anything else from them and I’m telling everyone I know as well.
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Reason of review:
Poor customer service
Yuri Ddz
map-marker Apple Valley, Minnesota

An Absolute Zoo with Poor Management

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For the past few years Joann stores have turned into stores that look like Flee Markets. You cannot find what you want, bolts of fabric are stacked all over, including the floors. Last week there was a stack of fleece bolts that fell and knocked an 80 year old woman down - took 15 minutes to get someone to her. Waiting to have fabric cut is an ordeal - always a minimum of a 30 minute wait, same with trying to check out. For tne most part the employees look as bad as the stores. I waited 45 minutes yesterday to have fabric cut, while the clerk was cutting it I asked who could unlock a pair of scissors for me that I wished to purchase. The clerk called someone and I heard her say "That's okay, I am just cutting her fabric now". As we were waiting for the cut slip to print a woman came up and asked which scissors I wanted - I could not remember the name, it had been about an hour by now! I told her I would need to show her: the store employee let out a long sigh and rolled her eyes. I could not believe it. When I went to check out I asked to speak to a manager. Guess who it was! Yes, the very woman who rolled her eyes: Lori, a manager at Joann in Apple Valley, MN. This company can certainly afford to kerp their stores clean and organized, require employees to be clea , neat and presentable and hire management with customer service skills and not act put out in the performance of their duties.
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Reason of review:
Poor customer service
6 comments
Guest

You know we don't get paid much to work there. They cut our hours. *** customers off but it's not the employees fault.

Guest

My sister is a manager at a Joanns store and there are no so called bonuses at all! And I am sure who ever told you to "complain" probably told you to call customer service department to address your concerns.

And for someone who makes assumptions, such as yourself, doesnt mean those assumptions are true, or has any merit. No one knows for sure where you worked, and has no relevance on if you lie either, it is only your words you post that you want people to believe. I am not assuming you are rude, I can see it in your post and your words. Your words dont make any sense, "And had I been rude, well -unfortunately that is the nature of customer service jobs" you act as if it is acceptable for customers, like yourself, to be rude yet when an employee addresses you, and isnt to your satisfaction, then that isnt acceptable?

You dont seem to be very professional yourself, by your own post. I admire my sister, to stay in a customer service job like this, with having to deal with people like you every day!!!

Guest

Why is it acceptable customers feel they can treat Joann Fabrics workers with disrespect, rude, snobbish attitudes?? Isnt that considered, on the job harassment????

Guest

I would like to see the same people who complain non stop, do the same MINIMUM WAGE job these people are doing, with constant complaining, verbal abusive, snotty, rude, over exaggerated attitudes, that these clerks have to put up with, all the while multi tasking: cutting table, stocking, cleaning, registers, answering questions, being a personal shopper, answering the phone, unloading the trucks and SOOOOO much more without a lunch or break, all at minimum wage!! Yet the customers are fortunate to get their items at 50% + off which they can afford while the workers cannot!!!

Guest
reply icon Replying to comment of Guest-1388457

It is interesting that a few of you assume that I was rude to the employee. Not so.

And had I been rude, well -unfortunately that is the nature of customer service jobs. Especially for someone in management. However after working in HR, Psychology and Personnel Management I would not purposely be rude to anyone.

Nor would I lie.

As to the comment "waited an hour, hope no one was behind me", there were numerous people behind me.

As to the comment about how Joann treats their employees:

My review was actually prompted by a conversation I had with a Joann employee several days before this incident. She encouraged me to complain about the store.

We discussed that managers likely get bonuses for keeping staff to a minimum (thus the mess and long wait lines). We actually discussed some of the custo ers she gets (she was rather gracious, stayed there really aren't that many).

So while it is laudable that some of you come to the defense of Joann employees (i.e., likely yourselves) it is stil unacceptable TO ME that a person in management act so unprofessionally.

Guest

Joann Fabrics is horrible to their employees. They are understaffed, overworked, and have to deal with abusive customers all day.

Not saying it was okay for the manager to roll her eyes (if she even did, I don't typically believe customers anymore cause so many lie), but you don't know what her day was like before you came in.

Also, it took an hour to cut your fabric? I hope no one was behind you.

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Anonymous

No working bathroom

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Really come on now there has to be a bathroom or I will just shop online! The fabric selection here in Minot, ND is not great either.
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1 comment
Guest

What’s funny is the managers have to submit photos of the bathrooms to the corporate offices by 9am. And there are signs inside the bathrooms with how to alert the store (and corporate) of bathroom issues by text message.

Apparently it’s a major issue in many of the stores. Hmmm....

Anonymous
map-marker Charleston, South Carolina

When a “Manager” can not apply a valid coupon.

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I waited in line at the West Ashley, SC store, for 30 min. Only 1 cashier and a long line. JoAnn’s emailed, one day coupons. When it comes time to pay. The coupons don’t apply and cashier doesn’t know how to fix it. I ask for a manager. Cashier informs me she “Nan” is the Manager. God help us all. I left my items behind and walked out. After reading all the other comments. I see I’m not alone in my assessment of JoAnn fabrics. Doubt I’ll be returning. After several horrible shopping experiences in different states. It’s hard to return with a positive attitude. I mean after all, the definition of insanity is. Doing the same thing and expecting a different result. You’re hopeless JoAnn fabrics. If you want quality customers. Provide quality service!
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Reason of review:
Poor customer service
4 comments
Guest

Customers need to read, and know what product they want to use their coupons on and to make sure that product complies to the coupon. MOST coupons are for REGULAR priced item which if you READ the coupon , it states on it and the price of the item is on the location of the product.

The cashier cannot FIX the coupon when it doesnt work to begin with on your product , so it is the choice you made, NOT the coupon. I doubt you left and you probably came back to Joann's again and again and again, just like all the complaining customers!!!

Guest

Joann's never get quality customers, and you just proven that with your own comment! You feel that the employees are beneath your standard and that you have an entitled attitude to treat them inadequate!!!

You are one of those snotty rude, unpleasant customers, that can never be pleased!!!

"If you want quality customers.Provide quality service!"

"IF YOU WANT QUALITY SERVICE, PROVIDE JOANN'S WITH QUALITY CUSTOMERS!!!"

Guest

If you want quality service then you should ask Joanns to pay their employees more than $7.25 an hour to unload semi trailers, unbox all items, stock shelves, clean bathrooms, general cleaning, give classes, cut fabric, be a cashier, tolerate snotty rude customers who dont know how to use their phones or coupons and they expect everything for free, to deal with customers who dont know how to craft or sew but expect the employees to practically do their projects and to calculate their yardage for their projects, fill on line instore pick up because employees are to lazy to shop for themselves, and much much more!!! Maybe you should work at Joanns and lets see how you do for minimum wage to wait on a customer, such as yourself who doesnt know the fabric has different lot & dye numbers!!!

Guest

Hours got cut by home office.

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Anonymous

A new definition of ***

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I swear, I will **NEVER** complain about standing in line at an auto parts store or supermarket ever again. Imagine, if you will . . . . I go to Jo Anne's Fabrics at 3 PM on a Thursday to buy one yard of material for a costume. I go to the cutting table and my number is 54. They are serving number 35. Home crafters come up one by one, the workers yakkity yakking and have to goo goo gah gah with every screaming toddler the shoppers have the foresight to drag along. Some of them even begin support conversations, "I am making a poncho, do you think this is the right material or something else would be better? Should I cut it this way or that way? Do you have any patterns?" Other crafters join in on the conversation, taking 15 minutes to wind up cutting two yards of the material they originally came up to the cutting table with. After an hour - I *** you not, one hour and six minutes - number 54 comes up and they cut my one yard of material. Then i get to stand in ANOTHER line to pay for it, a line 30 shoppers deep, that snakes around the rat maze and up the entry aisle, for another 20 minutes. I used to say "country and western music is God's way of saying 'yes my son, there IS a ***' but now I have a new definition: *** is spending an eternity in Jo Ann's Fabrics. This is why we shop on the Internet, places like Jo Ann's fabrics. So if you're in a supermarket and a little annoyed at the long lines, take a breath and think to yourself: "Thank God I'm not at Jo Anne's."
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Reason of review:
Poor customer service
6 comments
Jehanne C

i understand your frustration. There needs to be more staff on the selling floor.

The little things such as inane conversations will become an irritating factor to the customer who is left waiting too long. It should not have been such an effort to enter the store and make a simple purchase.If there is no anxiety in the air, I often enjoy the conversations, but your point is well taken, by me.It is amazing at how many comments seem to forgive the corporation for such bad staffing, yet they blame you for feeling frustrated and annoyed at your shopping experience.Aw, the general public.....................go figure.

How much would be the going pay per hour to service the general public? I have been there and done that and there is no hourly wage that makes it worth it, unless you really need the job.

Guest

Do you complain when you stand out in the cold on black friday at any store, for hours? So please stop thinking the world is just their to revolve around YOU!

People like you will never be happy, no matter what, and it shows in the way you write. If you dont like shopping there, please stay home and let the rest of us shoppers enjoy shopping there without putting up with people like you!!!

Guest

What is so screwed up about this post is the fact that the "yakkity yakking" is the clerks way of helping the customer. Because unlike you, not everyone knows what they need or want for the projeCT they are working on.

Yet had all those other customers been ushered along without help or conversation the clerk would have been considered rude. So I just goes to show some people are just never happy no matter what you do for them.

People want to spend more time complaining then acknowledging the positive how draining that is to a person's life. But I'm sure you feel better after venting so who cares how the other people felt after they left the cutting counter after getting the assistance they needed for their projects I'm sure they all left with frowns on their faces.

Guest

You went to a fabric/craft store 4 days before Halloween and you're complaining about long lines?

Guest
reply icon Replying to comment of Guest-1386948

THANK YOU.

Guest

This Joann’s fabric department ‘s busiest time of year. Expect long lines around Halloween.

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Anonymous

Terrible Customer Service and No Guarantees

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I ordered 10 yards each of 4 different materials from JoAnn's Website. When it arrived I received all different cuts of the fabrics, 1 yard, 2 yards, 4 yards, 8 yards. It was a mess. When I called the customer service number listed I was told, "We do not guarantee one continuous piece of material because we never know what our vendors are going to send." Are you kidding me, this is material that will be used to make something, if I wanted cut pieces that's what I would have ordered. The only response was I will let my manager know. I checked the website and there is nothing about their "no guarantee" policy. I will never, ever order from them again and will let everyone know how they treat their customers.
View full review
Loss:
$200
Reason of review:
Not as described/ advertised

Preferred solution: Let the company propose a solution

1 comment
Guest

You could have returned it to the store for a full refund.

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