Jonavan Ojt
map-marker Bismarck, North Dakota

Defective Sewing Machine exchange policy

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I bought a sewing machine in a JoAnn Fabrics store. The first time I used it was 3 months after purchasing it and found that the bobbin wouldn't fill.

I called the Singer Service Center after the 3 month warranty had expired and they extended my warranty for another 30 days, no questions asked. I then saw on a JoAnn Fabrics website that you can return the machine to the store where you purchased it, for whatever reason, within 90 days. With my extended warranty in hand, I took it to the store that I purchased it at. They exchanged my machine for a new one.

They never asked for a receipt, never asked for my name, never asked what was wrong with the machine, no questions asked, just exchanged it then and there. They didn't even check if I had a sewing machine in the sewing machine box that I brought in to exchange, could have been filled with rocks for all they knew.

That is the definition of trust. JoAnn Fabrics, you rock.

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Reason of review:
Reliable warranty
2 comments
Sonji Mdn

Did they charge you a restocking fee like it says in the website?

Guest
reply icon Replying to comment of Sonji Mdn

My sister bought a machine for her granddaughter online. Her birthday was in two weeks.

More than enough time to get to her. It took three and a half weeks to get to her. She had to find another gift. She also was having open heart the day after her birthday.

Very disappointing for everyone. I took it back for her. Was told their policy was a restocking fee of $25. That is crap.

A huge percentage. But the manager gave back the full price.

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Anonymous

I still dont know what is going on

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I ordered a few things for my classroom on Joann.com. I was nervous about their estimated shipping date. The same day I placed my order they cancelled one of my items. Four days later they send an email that they shipped one of my seven items and that the estimated arrival date was already past the original estimate I was given. A few more days later, I receive another email that they cancelled another part of my order. When I logged back on to review what the information said, I was shocked to see that the first item they cancelled was back on my items list. I finally received the one piece they shipped two weeks later. But still hadn't heard anything more about the other items since they had not sent further emails and the information on my account was not updated regarding the status of my order. Three days after I got the one piece they shipped I get "the rest of my order". In the box I got three more items, but the receipt they enclosed said that they had sent me four items. I have no way of telling if they are going to send me more and am unsure whether they have been able to refund the cancelled items on my order.
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Reason of review:
Order processing issue
Kimberly L Jst

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Verified Reviewer
| map-marker Los Angeles, California

Return policy denial

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I bought 2 Kaffe Fassett books at the Colma, CA store. I took them home and realized I already had the same books (the Morocco one and Quilt Grandeur- I'm getting a bit feeble-minded!) So I took them back with the receipt and was told books weren't returnable, even though the back of the receipt says everything is. I emailed Joann Customer Service twice with no reply.
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous

Whay happened to friendly management

On 9-21 I was standing in checkout at the Bloomingdale il store where there was a worker arranging shelves. Space was fine for one person but she kept squeezing by me, which meant I kept having to squeeze forward. She never said a word. Finally I asked her if she was a manager she replied yeah why I replied simply evcuse me will do. I keep having to move so that you can get by. She replied on just stay there I can get around you. There wasnt enough room for her to just get around me. I asked her what happened to old fashion curtiousy. She never said excuse me. So I told her that I had gotten the same sour response from the New manager at the Schaumburg location. And that the store used to have a very friendly and curtious staff. She still never said pardon me in any way. One of the older worker checked me out and apoligized for her. Does Joann have so much bussiness now that they can afford to hire Rude and unpleasant staff. I find it hard to believe that its a coincidence. What a shame.
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Reason of review:
Poor customer service
1 comment
Guest

I hope you look back on this and realize how dumb and petty this post is. She was obviously trying not to make you move- or in words that might make sense to you- she was trying to be polite.

This was no attempt to be rude at all even from your point of view it seems like she was just trying to do her job without interrupting you. Now, that being said you were upset anyways which I guess could be understandable if it were another situation that would seem less innocent than trying to do her job, but I don’t think she was in the wrong for not apologizing when realistically there was nothing to be apologized for as she was trying to be courteous.

Maybe there’s more to the story but if it’s just as you said than from your point of view this is an absolutely ridiculous thing to complain about, and then have the absurd idea to go to the internet and complain about it. Maybe you should find a better use of your time, or you know, get a job in retail since you obviously know how it should be done and you know what they say, “ If you want it done right, do it yourself.”

Anonymous
map-marker Brockton, Massachusetts

Be Aware purchasing sewing machines from them

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Less than 24 hours after purchasing a sewing machine I realised they gave me the wrong model. Went back next morning with receipt and the employee Emily at Brocton mall location refused to give me a refund in cash as I had paid I said there is no sign or written on receipt stating that and she started yelling at me that by law she doesnt have to give me my money and tried to intimidate me saying shes in school to become a LAWYER I told her if its not posted anywhere she has to give my money back and she continued making a seen in the store even getting personal asking me if I had children saying Im gonna be a LAWYER ONCE AGAIN COO COO!FINALLY A MANAGER GAVE ME MY MONEY BACK AFTER THEY TREATED ME LIKE THAT I HAD JUST SPENT $260.00 IN THERE WHERE IS THE JUSTICE IN THE WORLD I SHOULDNT OF HAD TO GO THRU THAT FOR MY HARD EARNED MONEY.
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Reason of review:
Poor customer service
Anonymous
map-marker Spokane, Washington

Cutting counter

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North store, Spokane. Got number, 2 ahead of me.

Counter person very fast and pleasant checking everyone has number, another person in line. Counter person called for backup 3 times in addition to answering phone, answering location of product for customers plus cutting, etc. Finally person came to help by then regular person had just about caught up. People in line nasty to counter person because no one else came to help her-did her best to explain some excuse.

When complainer was asked how much yardage she needed she didn't know, had to think about it, could person help her decide if color was matching other colors in project and asked how much should she get. Counter person was very patient more than I could be. Customers kept asking is this on sale, that on sale, can I use this coupon for this, etc.

Is there a scanner in this big store other stores have them why not this store, etc.Iwant to know why there is no bell at cutting counter at this store-if no one there have to run around asking or checking with Viking. They need a bell especially because there is usually only l person to cut, put fabric away, etc-very inefficient to not have a $5 bell/buzzer in that area.

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Reason of review:
Poor customer service
Kendell Vnc

Terrible Customer Service

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I have had a similar issue at the Deer Trace store in Kohler. This is the letter I wrote, but never sent.

My friend and I were making Fourth of July fabric strip/metal frame wreaths. We had previously purchased your little seasonal fabric packets the week before. We were at her home in Sheboygan (I live in Plymouth) and she realized her wire frame was too big so she either needed a smaller frame or more material. Mine worked great.

We decided to come to JoAnn’s and purchase some things for her wreath. I always get coupons in my e-mail and since I was coming into town I had them in my purse. So we came to your store and of course as usually purchased much more than we needed. I purchased some scrap paper, yarn for a hat, material, and a lantern from your clearance/damaged section.

I had tow 40% off coupons, a 20% off all regular and sale merchandise, and a 75% off of a full purchase of a brand name quilting material. I checked out and gave the clerk, Mckayla each coupon after each item I thought the coupons would come off of. It was a little high, but figured I did not add correctly. My friend was looking over her reciept and found an error on her clearance item being charged full price.

We had gone to Arby’s and decided to come back to JoAnn’s and get our issues fixed. I walked in first and the girl, McKayla that checked me out was at the register. I explained the issue and said I would like to return the yarn and apply the 75% off to my material. She groaned and said I would have to talk to the person, “back there” pointing to the rear of the store by the material cutting table.

I asked if she could get my yellow slip for the material so they could use that to fix the issue. She rolled her eyes and said, we throw those out and ignored me. So I headed to the back of the store. I had not brought back my items as I thought I could just get the issue fixed by using the receipt.

My friend stepped up to the register and Mckayla said, “Well at least you are polite and this is easy. “ She then looked around to see if I heard her and said to my friend, “Oh good she could not hear me” and she laughed. I went to the back cutting area and Sue was helping a lady. I waited near by and the lady said do you need help and I said yes, but I can wait.

Sue helped the lady and I tried to as well (I suppose I butted in, just meant to help) Anyway, Sue listened and explained that coupons cannot be taken off of items once they are used. She said the only way to fix this would be to return everything and then resell it to me and *** the yarn. She said it would take some time and would do it “if I really wanted to do this.” I thought about it and figured it was about $11 and said yes I would like her to do this. She then walked me to the front and asked if I had the items as she could then scan the items rather than put them in from the receipt.

We by that time had made it to the front, Mckayla was there and again rolled her eyes when she saw me and she sighed. I said yes and I headed out to the car. Sue had talked into her headset asking for someone to cover the cutting table so she could do the return. I came back in the Sue started the return.

She asked Mckayla to get my 20% and 75% off coupon out of the garbage. She stated, “The 20% was on her phone.” It was not I had printed them off of my email, but said I could get the 20% off on my phone. She groaned again . I mentioned my two 40% off as well.

She dug out the 75% and gave it to Sue and gave me what I’d call the evil eye. Sue meticulously went though everything and fixed it. She then let me purchase the yarn on a separate order and somehow without the coupons gave me the 40% off of each. My friend was waiting in my car this whole time.

I did not know what Mckayla had said until I got back in the car and told my friend what happened. I had gotten my money back and that Sue I knew was frustrated with the whole situation, but was nice and did go through everything and was helpful, but Mckayla was giving me grunts and probably thought I was a pain the butt. She then told me what she had said. I have worked retail in three stores.

I have worked the check out and service desk for two of those jobs. I understand how frustrating it is. I was not rude. I explained how I expected the order and coupons to work and realized how it did not work and would like to return the yearn and just get my 75% off the material.

I understand that technology and your program did not work the way I thought. Now I had given Mckayla each item and after the item I expected the coupon to be applied to. A good clerk would have told me that it did not go through. Even if she did not do that, her reaction and plain out “snootiness” was totally uncalled for.

Also, even if my friend whom she complained to was not my friend she was a customer who might also have issues in the future or had some in the past and now knows how JoAnn’s feels about it’s customers. As I said, I live in Plymouth. I could take my business to Hobby Lobby or FDL or Oshkosh rather than have to feel like a piece of dirt for returning my items and getting the price I expected. YOUR COMPANY SENT ME THE COUPONS.

If I am not supposed to use them then why send them to me. It is not MY problem that your system works the way it is. Anymore than it is your fault. It is your job to help me.

I am the customer. If Mckayla worked at any of the three places I worked she would be written up or fired. You NEVER react like she did to a customer like she did.

Sue did what I asked was polite even though I could tell it was not something she wanted to do. I knew it was work for her and she was busy, but for me $11 is almost two hours of work.

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Pros:
  • Products
Cons:
  • Staff customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

2 comments
Guest

Lame. Send an email to corporate -- management should be MANAGING -- I can understand if the clerk didn't know how to help you, in which case she should have POLITELY said "let me get my manager to help!" And it IS a pain in the *** to fix it when ppl are overcharged- you can't just scan the recpt and price adjust it, you have to return everything and the ring it up again.

That being said, it's their job, according to company policy, to keep customers happy NO MATTER WHAT. So even if someone is a TOTAL ***, which you were not, it's the employees job to say "don't worry, I'll take care of that for you!" And FIX IT.

Kendell Vnc
reply icon Replying to comment of Guest-1263842

Thanks for the support. Sadly, Hobby Lobby is leaving our area so I might be stuck going to Joann's unless I use online or travel further.

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Anonymous
map-marker Bellingham, Washington

Bad customer service

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I am from Canada but shop in the States all the time. I called Bellingham Joann's store today four times.

Three times they had me on hold, transferred me and I was disconnected. Finally someone in the fabric area talked to me. I had measurements of two window seats I was needing help with. I had the measurements of the two window seats I am re upholstering.

My husband is down there right now and I found the fabric online and it was in stock and my husband is picking it up for me. I just needed someone to tell me how many yards I would need. The person on the phone could not help me. It was very frustrating.

I hung up, called a fabric store in B.C., gave them the measurements, and they told me how many yards I would need, they were so helpful, answered my question within two minutes. Then I went back online, ordered my fabric from your store, even though I was seriously considering forgetting my order with you and shopping here in Canada.

I rarely complain but when I get such bad customer service, I think that the company should know. Thanks, Lori

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Cons:
  • Knowledge or support from your retail staff
Reason of review:
Poor customer service

Preferred solution: to let you know how bad the service is at Bellingham, I was so surprised they could not help me

6 comments
Guest

craft cutomers can be the worse customers EVER!!! I hae seen this numerous times standing in line.

At Joanne's there is a bell at the checkout counter. You ring the bell and someone will come up to check you out. There is een a sign that says ring bell at some places. I stood behind a woman and her child sitting in the cart.

The mother let the child ring the bell over and over , even after the clerk said "be right there" as she walked up.But the child rang it again and the clerk said "please do not ring the bell again because other clerks will hear that and come up to the registers when they are not really needed. The mother said I know but she likes ringing the bell and she gave the bell to the child again to ring, The clerk repeated it again with a smile and tried to explain but the woman got all huffy and snotty and rude and stormed out of the store. When your child doesnt listen, you can then understand why, when the parents dont listen!!!!

The bell is NOT a toy andnot all your child are as cute to others, as you think they are!!! Teach your children NO means NO and stop being so annoying to others!!!

Guest

I am not sure if I understand your gripe. Ok you called Joann, and you had your "measurements" and you wanted them to tell you how much you will need of a certain fabric?

There is 36 inches in a yard, and if you divide your inches by 36 inches, that will give you your yardage. Maybe you need to take a math course before you start to sew. What usually happens is why most fabric places do NOT tell a customer how much they need, is first of all , YOU are the one creating your project and know how you want it and if a employee tells the customer and it doesnt exactly turn out the way they want, no matter what the reason is, JOANNE's employees will be at fault from the customer.

I seen this happen many times, just standing in the the cutting line. Your project, you figure it out!

Guest

If you already know your measurements, then why do you need to call Joann Fabrics a retail store to tell you how much material you need? They do not know how wide you make your seems, how tight you want the cushion to fit and so forth.

They COULD give you an estimate but if they did, many just like you would complain that it was THEIR fault your project didnt turn out the way you wanted, or you bought to much fabric, or didnt buy enough and so forth.

SO it is better for Joann's to not give advice for something the crafter should already know for their own projects. I have seen many times in the store with observing customers and many examples just like this, the customer will give a bad review because of their own in experience and wanting to blame someone else.

Guest

Absolutely! I have no idea why everybody including you thinks that it's okay to go into a store like that and expect them to know how to do your project if you can't figure out your project maybe you shouldn't be the one doing it

Guest

It's not their job to help you with your project. They are not required to tell you how many yards you need, as that is your responsibility. They are retail workers, not fabric or math experts.

Guest

I have been to Joanns many times and not had a bad experience. Your problem is not a good thing to complain about as it is not part of their job.

Joanns is a chain store that provides materials not services. If you want to know how many yards you need for a project contact a service store not a retail store.

People in retail stores are not required to be math experts as it's not a service store just simply a place for your supplies. Doing the math is part of your project not their job.

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Anonymous

Terrible customer service

Received a cross stitch that had been returned and partially done. The previous customer return slip still in package. Tried calling customer service. On hold over 20 minutes. Terrible terrible service. Well see if it gets worse. Im requesting a call from you. Mike Rowland 208-630-****
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Reason of review:
Poor customer service
Anonymous
map-marker Gothenburg, Nebraska

Joanns frustrated service

When you have a awesome sale on fabric it would be in you best interest to staff your cutting table. Four deep at the register and one cashier. People waiting to get fabric cut. 20 minutes and counting. I am ready to drop my fabric and run. Hobby lobby here I come I bet they want our business.
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Reason of review:
Poor customer service
1 comment
Guest

Some people love to complain about EVERYTHING. Thats what a sale is all about.

When you get a good discount, EVERYONE comes out for it and the same MINIMUM wage employees who work without breaks and lunches, are there to work and wait on customers, including the customers attitudes. They have to put a smile on their face, say thank you, and cant say what they really would like to say to the attitudes they get from some of these people who are in a hurry and want everything for nothing!!

So you had to wait behind a few people, and you got a great discount, but you didnt mention that AND you will be back to buy and complain all over again. Maybe you should work at Joann's and get treated the same way you treat others there!!!

Anonymous

One Great Manager

On July 8, 2019 I needed 7 yards of a Home Deco. fabric.

I called all the JoAnn Fabric stores in my area and beyond. No store had more than 5 yards. I called back to my local store and asked the manager why no one offered to order the fabric for me. The manager's name was Susan Long from the Roseville, Michigan store.

Not only did Susan find a store that had 7 yards; she offered to pick the bolt up on her way to work. I thanked her and told her how much I appreciated the service. I picked my fabric up today at my store, and couldn't be happier. It was refreshing to find someone, who would go the extra mile for a customer.

I will never forget this experience. Please note, that no one at the other stores even suggested ordering fabric. People don't want to do anything that involves extra effort.

BRAVO!!! SUSAN LONG

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Reason of review:
Good customer service
1 comment
Guest

maybe you should have put a little extra effort into getting your post correct with the correct year. At the same time you are greatful for this clerk to go out of her way, and appreciate it, you post here, to criticize everyone else for something you actually could have done yourself, by going on line and going the extra extent to save other peoples time.

I hope you have permission to use a person full name when posting in the public because you could be liable and sued. PLEASE NOTE , people shouldnt expect others to go out of their way, when those same people dont do it back either. Some times doing extra effort costs extra time away from their families and extra gas they will not get reimbursed for, and in the end, like you posted, your review was still criticizing. So it doesnt really pay to try to please some people, they will still criticize!!

Thanks Susan. If you didnt get her what she wanted, she would have still left a really bad review!!!

Anonymous

Product return

Advice to all that pay large purchase in cash, please don't, store will tell you they don't have enough cash to do a return even though they take your cash upon purchase, what a headache .
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous

Repeatedly shorted on fabric amount

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In the last 3 years I have purchased many pieces of fabric. I measure them when I'm home and 50% measure less than the amount of fabric I paid for. I think Joann deliberately and repeatedly cheats people on the amount of fabric they receive vs the amount they paid for. In dealing with customer service, they think it is no big deal. I think it is a systemic issue that Joann cheats people
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Reason of review:
Not as described/ advertised
Anonymous
map-marker Shreveport, Louisiana

Poor selection of fabrics

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I have done several surveys on line and never got a response. Being the only fabric store in Shreveport and Bossier, LA the selection is poor and what they have has been there so long. They have more craft. I also have asked about shantung fabric. We just do not have a nice selection of fabrics to choose from please send more to the Jo-Anns in Shreveport, LA
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Anonymous

WORST CUSTOMER SERVICE

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Been waiting 25 days for me gift card to arrive to my sister for her birthday gift. They give me some BS THAT it take time. They are horrible. So do not deal with them.
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Reason of review:
Problem with delivery
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