JOANN Fabric
Reviews and Complaints
Defective Sewing Machine exchange policy
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.
I still dont know what is going on
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Verified Reviewer | Los Angeles, CaliforniaReturn policy denial
Whay happened to friendly management
Be Aware purchasing sewing machines from them
Cutting counter
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.
Terrible Customer Service
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.
- Products
- Staff customer service
Preferred solution: Let the company propose a solution
Bad customer service
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
- Knowledge or support from your retail staff
Preferred solution: to let you know how bad the service is at Bellingham, I was so surprised they could not help me
Terrible customer service
Joanns frustrated service
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
Product return
Repeatedly shorted on fabric amount
Poor selection of fabrics
WORST CUSTOMER SERVICE
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Did they charge you a restocking fee like it says in the website?
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.