JOANN Fabric - Joanns deceptive practices, poor customer service
I have been a regular shopper at Joanns for many years and haven't often had complaints, but when I do have a problem, there seems to be no avenue to satisfactory resolution. Recently, I made a purchase totaling $61.45 and used a coupon for $5 off a $35 purchase.
The problem starts with a simple checker error in not applying a 50% coupon to an item purchased at the regular price of $3.49 (plus tax). I assumed it was an innocent error and went back to return the item, planning to wait for another sale. My first trip back, I was told I had to wait in the regular check out line to make the return. As I had someone waiting in the parking lot, I did not have time to do that and opted to wait for another day.
The following week, I had occasion to be in the store to make additional purchases (over $60 again) and attempted to make the return. As I had the item in original sale condition and the receipt, I anticipated no problem. However, the checker informed me there would be a 50 cent reduction on in original price (that's 14%) as the original sale had been reduced by the $5 off (that's off $35, not the $66 rung up-prior to the coupon). When I pointed out I had made a purchase that still qualified for the coupon without including the item to be returned, I was informed the checker was not allowed to make that "exception".
If I wanted to speak to a manager, who is apparently the ONLY employee at that store allowed to make a 50 cent decision, I would have to come back 3 days later as he would not be in the store until then. That would be trip #3 to return an item I would have been happy to keep if the original mistake had not been made (not applying the 50% off coupon, which of course, I no longer had in my possession). Or if the terms of the $5 off a $35 purchase (not a % off a $60 purchase) would be honored. I asked for a complaint form instead and was told none exist, but was given a number to call for customer service.
Turns out, that number does not belong to Joanns at all!! DO NOT CALL 866-739-****. That number belongs to an entirely different company and will not get you any customer service for Joanns.
Of course, customer service is not available for Joanns anywhere else according to my experience. So long, Joanns!
Reason of review: Poor customer service.
Monetary Loss: $350.
Preferred solution: Let the company propose a solution.
JOANN Fabric Pros: Availability of material used for my charitable projects.
JOANN Fabric Cons: No one on site can make a decision regarding customer service.
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Comments
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Joannโs is where i spend my money and i go there often. That being said, the customer service is failing.
I shop in Lancaster, PA, Cockeysville, MD, and Fort Myers, Fl. The sales people are crabby or no where to be found. There is no directory inside the stores. I should not have to spend two hours in a store looking for what I need.
You guys need to step it up or the time is right for a new competitor. You need more help and people who know what they are doing.
I donโt expect employees to fall all over me, but please make eye contact and be a tiny bit pleasant. PS: the store in cockeysville looks like a horder lives there.
You typed this whole thing out over two quarters??????? $1.50, at most??Get it together, woman.