COUNTRYSIDE, ILLINOIS -- I am a long time Joann's customer (15+ years) and visit their stores an average of once per week (sometimes much more). I also spend several thousand dollars per year on both fabric and craft items during my visits. I find most of the employees to be polite and helpful... I know most of them by face if not name and they, in turn, know me. Unfortunately, they are handicapped by corporate policies that make absolutely no sense and only serve to irritate loyal customers like myself. Today is the perfect example. I visited the Countryside, IL store fully prepared to drop several hundred dollars on curtain fabric and framing.
First the framing: I had never used their framing services as I have a very good framer that I use for all my artwork but I had seen the coupons and the piece in question was an inexpensive poster so I decided to bring it to Joann's. I had a coupon for 60% off the regular price so imagine my surprise when the price I was quoted for a simple metal frame/no mat was $150! This is more than I would pay to take it to my usual CUSTOM framer - never mind about the cost comparison of Joann's "regular" price.
I was prepared to pay about $75 for said frame so, needless to say, chose not to leave the piece with Joann's. Based on past experience, I will probably have to pay $100 at my usual framer but I know the quality will be top notch and there won't be anything shady about the pricing structure.
Now for the fabric: I brought my daughter with me to the store today so that we could pick out fabric for bedroom curtains. Unfortunately, as is so often the case, there were almost no precut samples in the plastic pouches attached to each bolt. Nevertheless, we went around and identified approx. 5-6 samples that looked like potential candidates. I then approached the employee behind the cutting counter and asked her if she would cut samples for us. She replied that no, she couldn't do that and I would have to bring each of the bolts up to the cutting counter.
Please note that there was next to no one in the store this afternoon and nobody at the cutting counter waiting to be served. I was less than pleased but what really frosted me was her insistence that I could not have more than 3 samples (this in spite of the fact that if there had been samples precut as there should have been, I could have taken one for each bolt that we were interested in). Fine. We selected 3 bolts and brought them up for cutting which, by the way, took almost 10 minutes thanks to all the paperwork she had to fill in.
When I finally got my samples, they were so tiny that they did not include all the colors in the fabric (never mind about any sense of what the pattern looked like). To her credit, she sorted through all the samples to find the "best" ones but this was little consolation when the end result was so useless!
As someone who sews full-time, Joann's is not the only store I frequent. One of the other stores I like to shop at is Calico Corners. Unlike Joann's, they provide customers with an unlimited # of samples that are generous enough to actually be of some use when making a final selection. They also cut the samples in situ with no lengthy delays while employees fill in tedious paperwork. Their prices are similar to Joann's but the service is in a completely different league.
Unfortunately, none of the three samples we brought home from Joann's was quite the right thing but, rather than going back for another 3 samples (a 40 minute round trip), I will be making the 20 minute round trip to Calico Corners. The net result was that instead of the several hundred dollars I intended to spend, I walked out with $1.50 in embroidery floss! Although I have never filed a complaint before, I decided that I have had enough of this nonsense (especially since employees have asked me to give them a good review to boost the store's ratings - something I can't in good conscience do even though the problems I regularly encounter are not their fault).
To add insult to injury, the website is set up to make filing a complaint virtually impossible... Customers are expected to have full contact info, including phone and zip code, for a store in order to file a complaint and comments are limited to so few characters it is impossible to adequately describe the problem. Hence my decision to post my complaint on this and other websites.
ALBANY, NEW YORK -- HORRIBLE experience. Went in on a Thursday afternoon because I had an hour to kill before my doctor's appointment. I ended up spending MOST of that time in line, both at the cutting counter and the check-out. Why are there not more employees at Both counters?
At the cutting counter, I was 5th in line. There were 2 ladies cutting, so the line should have moved a little bit. But then one of the ladies (I think her name tag said Bobbi) decided that now would be a good time to put bolts of fabric away, instead of just pushing them aside and helping the 10+ people that were in line (and the line was growing). She proceeded to put away not 1, not 2, not 3, but 5 or 6 piles of fabric bolts, taking her time in doing so. Then she came back to the counter and one would assume she would start cutting for the huge line; nope, she decided to fiddle around on some electronic device, ignoring those in line. She didn't even acknowledge us to tell us she was helping the other cutter (she could have easier been texting on her personal phone; I was too far back in line to see).
Then a male employee came over and he started cutting fabric for online orders. I'm sorry, but why is someone cutting fabric in front of all of us for Online Orders?? That employee could EASILY cut somewhere Out of Sight and then the line wouldn't have gotten so restless at seeing Yet Another employee NOT HELPING US. After a good 5 minutes of this (I have now been in line over 15 minutes and I'm getting closer and closer to my doctor's appointment now; this was SUPPOSED to be a quick trip), I finally say, "Excuse me sir, can you help someone in line?" He said something about cutting online orders and then went back to it. Then, FINALLY, Bobbi started to cut, then the male employee (Sean, maybe?) started to cut too.
When it was Finally my turn, the girl cutting for me (Loki) felt it was appropriate to butt in to my personal phone conversation, since I was telling my fiancee about the terrible expierence I was currently gonig through. She said something like, "Oh, he's not allowed to cut for customers, so he's breaking the rules right now". A.) I did not say anything about that to Her and B.) why is she telling me this? It's none of my business. I don't care what he is and is not allowed to do. If he's CUTTING FABRIC at the CUTTING COUNTER and there's a HUGE line then why Wouldn't we (the customers) feel like we are being neglected? He should NOT have been out on the floor if that was the case. Or he should be allowed to cut for in-store customers.
Then I FINALLY got out of the cutting line, making it to the register with 15 minutes to spare. Or so I thought. Of course, they only have 2 cashiers and one of them is far too chatty with her customer. I say customer, because while she cashed out one person the other cashier (Shannon, maybe? Shorter girl with brown hair; very nice) was able to get 3 or 4 through her line. After 15 minutes in line (I'm not LATE to my appointment), a 3rd cashier finally wanders over and starts cashing out. The total time I spent at both counters (when I was actually at them completing a transaction) was maybe 3 minutes. 3 MINUTES!! And I spent OVER AND HOUR in lines because of the complete lack of competence and planning on the part of the store and its manager. The staff are lazy and disrespectful for the most part, aside from the girl at the front, who is always very nice.
I will be going to WalMart now instead of this place...
ROSENBERG, TEXAS -- 10 minutes after place order read what a pos sewing machine is. Call CS to cancel phone only says email us. Been email every hour 2 & 1/2 days 60 emails to cancel while status said processing then it switched to shipped. So now gonna have to pay $25 fee to get rid of pos. When cs could have read one of the 60 emails and canceled it before shipping label was created. Thank you for ripping me off and selling junk.
MADISON, TENNESSEE -- Me and Jo-Ann's go way back, it used to feel like an art store but now since the remodel it's all toys and cheap crap. All I can ever think is "This is where the trendy moms come to get their Pinterest fails" (I've been there too. :P). The prices seemed to have tripled, I've gotten entire hoards of fabric at estate sales for less than what they charge for one yard or jersey knit.
The store is so stretched out I can't find anything, and the 40% off coupon has been 30% as of late. I just learned that the glue sticks I paid $8 for were only worth $3 store credit when I found my glue stick stash and wanted to return the ones I bought the day before. Thanks for the platform to vent. It's over Jo-Ann's. I'm breaking up with you.
"Returns are Now Even Easier!" This is the tag line at JoAnn.COM. Don't believe it. Purchased roller case for my sewing machine from online store. Case handles were too short to comfortably pull, and I am only 5'2". Was charged approximately $10.00 for original shipping which was reasonable. When I wanted to return it, instructions indicated I needed to call and get return authorization. Turns out this wasn't necessary. Was told to take to local UPS to return ship, this would only cost me $35.00. There is a local JoAnn store, but I couldn't return it there. Are they not the same entity?
The cost return an $80.00 item, turned out to be $45.00. What kind of business operates like this? This was the very WORST online experience I have ever encountered. I will never use the online store again. No other online store has a policy like this one.
BOISE, IDAHO -- I ran into JoAnn Fabrics on Federal Way in Boise, Idaho to grab a couple of magazines and some candy since I needed something to occupy a few hours of time sitting in an office. The magazines were from January 2014! Not just one, but 3 different magazines. I finally found a Somerset that was current and then went to the checkout aisle to find a couple of candy bars. The candy had expired in 2013. I tried several, including the bags of candies - EXPIRED!! I let the clerk know. Her response: "The magazines get replaced when someone has time to do that, and since we only have 2 employees in the store at one time, we don't have time."
I asked if they were discounted, since they were past the expiration date and she "Absolutely not!" Don't the people at their corporate offices understand that if they don't keep up with the quality, they will lose their customers?! More and more I am finding that JoAnn's as a whole doesn't care at all about customer service, only transporting all that cheap fabric into their stores and all that CRAP FROM CHINA onto their shelves. Today was my very last visit to their store. Too many other stores where you can purchase magazines, not to mention craft supplies and QUALITY FABRIC.
FAIRBANKS, ALASKA -- I haven't been to Joann's in a long time, and never been to the one in Fairbanks, so I thought I would check it out. I found their ads for discounted fleece to be very misleading. They posted the discount on all of the shelves with fleece, it was all over the place, but when I got to the checkout counter I found out that it was only for one kind. WTF! They only post the ad near that brand that is discounted!! Then things all over the store were on shelves without prices, I guess they want you to be surprised at checkout.
The cashier didn't know what she was doing and counter our items and what showed on the receipt like 3 times, and when I asked her about the discounted fabric she explained it to me like I was an idiot... It was my first and last time in that store. For now on I guess I'll stick to Wal-Mart and Michaels for all of my craft needs. (I actually get better customer service there anyway)
CUDAHY, WISCONSIN -- I am fed up with JoAnn's misleading advertising!! I recently visited my local JoAnn Store where a sign posted in the middle of several shelves stated that Copco was on sale for 40% off. The sign led me to believe that both the cups AND the water bottles were on sale. When I checked out, the water bottle was not discounted. I questioned the clerk, so she called the Store Manager up front who stated that the cups and bottles are usually on sale at the same time and it should be discounted. However, the clerk would not adjust the price. I was livid!!
This is not the first time that I purchased an item, only to find that the advertising sign was placed in the incorrect location. (If an item is not included in the sale, DON'T POST THE SIGN WITH THE NON-SALE ITEMS!!! Common Sense!!!) With another incident, the clerk cut my fabric too short. I had 6 pieces of fabric that I could not use because the measurement was shorted! When I filed a complaint about this, the Regional Manager contacted me and stated she would send me a gift card, which I NEVER received! I am DONE with JoAnn Fabrics!!
ILLINOIS -- I am done shopping at Joann Fabrics. The prices lately have been through the roof, while the quality of fabrics have dropped significantly. The service has always been terrible so that's the same. Their fabrics is as thin as tissue paper now and has no recovery (if you stretch it out it stays just like that), then they want to charge 2XS as much for that horrible quality! I recently found an online store with amazing prices and superior quality and I am so happy I never have to deal with Joann again!! I hate this store. I will NEVER shop there again.
MEMPHIS, TENNESSEE -- I asked for 1/4 yard of fabric. I measured it myself, after it was cut, and it measured 8 inches at the selvage. I asked for a new cut of the full 1/4 yard and was told (unkindly), "Technically, it is 1/4 yard because it's 9 inches at the folded end." I'm sorry, but TECHNICALLY, 1/4 yard means 9 inches the whole width of the fabric! She did, grudgingly, cut a new piece for me, but this same thing happens 90% of my visits to JOANN. I guess I need to stop putting myself through the misery and stop shopping at JOANN.