Jo-Ann Stores
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Do not deal with this organization
Do not deal with this organization. This is my attempt to settle a matter with this store. To Joann’s Customer service, I do hope that this matter will be resolved quickly. Over the last week, I have spent over three hours on the phone with representatives from your company. Yesterday, I talked with a representative in Ohio named Alana. I had ordered 4 frames from your store on November 21. These frames were for a set of marched antique prints. I received two frames with the assurance that the other two would arrive soon. Thinking everything would be okay, my husband and I matted, framed, and hung two of the prints. We waited patiently for the next two frames to arrive. Finally last Wednesday,December 5, I e-mailed my concerns and also called one of your representatives who assured me that I would hear from someone in your company within 72 hours. Well, no communication ever came. On Friday, December 7, I went on to my Pay Pal account to check my transactions, and lo and behold, I saw that I had a refund from your store of $23.96. Remember, I NEVER HAD ANY WORD FROM YOUR COMPANY; so the only way I knew that the other two frames would not be delivered was through my checking Pay Pal!!! I immediately sent another e-mail and again called your representative in Ohio—waiting at least 30 minutes to be connected. Finally, I spoke with Alana. She checked and found out that the other two frames were out of stock and would not be delivered. She offered to send a return label so that I could return the two frames. Well, that couldn’t be done since we had already thrown away the boxes and did not have boxes to fit the frames. As I said, these are four matched antique prints to be hung on one wall. I absolutely need four matching frames. After much consultation with her supervisors, Alana said that your company would refund the other $23.96 and that I could keep or donate the frames. I have already taken steps to donate these frames to Goodwill, and I have ordered 4 new frames from another vendor. (By the way, I spent a considerable amount of time calling other Joann’s stores to see if anyone had the frames. The store in Sarasota had one. The store in Fort Meyers stock list said that they had 3—no, when I checked, they had none. The other store in Fort Meyers listed 8 in stock—no, when I checked, they had none! We would have driven two hours if we could have located these frames since two of the prints have already been matted, framed, and hung—no small task!!) It would seem that, in your stores, the left hand does not know what the right hand is doing!!!! I checked my Pay Pal account this morning and there was no refund; so I am writing this e-mail. This will be the last action I take before I send this e-mail to Pay Pal to resolve this matter!! I shall also post this e-mail or a facsimile thereof on every review site I can find for Joann’s stores. I have been a faithful customer of Joann’s for many years. In the hours I have spent this week waiting for customer service representative, I have listened over and again to the recording that reports how important customer relations are. I have not, in this case, unfortunately, found this to be true. I would like this matter to be resolved and the refund given. I despair of anyone from your company contacting me since, for some reason, even though you promise a response, none is forthcoming. Sincerely, Sheila C. Henry