Jo-Ann Stores
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I wish I could give Joann’s no stars!
My first order from Joann’s, 16 skeins of Paton’s Natural Mix Worsted Wool, arrived in 2 shipments. The first shipment had 6 skeins of the color I wanted—and the color shown on the website. The second shipment had 10 yarns that were a completely different color. On Friday morning, the 13th of December, I called Joann’s customer service, explained the problem, and told the representative that I was leaving for the UK on Monday, the 16th of December, and would be abroad for almost 3 months. I needed the replacement yarn as soon as possible because I’d already started my project with the 6 skeins of the color I’d wanted, and planned to finish it in time for Christmas in the UK. We spent about 15 minutes on the phone—she put me on hold a couple of times while she spoke to a manager. She told me she could expedite the shipping of the replacement yarn, and I would have it on either the 14th or the 15th of December. I questioned this because it was the weekend, and she promised that it would be here by Sunday the 15th at the latest. A couple of hours later I received a message from Joann’s that the order had shipped. Though the message did say that the order wouldn’t arrive until Tuesday the 17th, and the tracking showed that Fedex had not yet picked it up, I wasn’t worried because the representative had promised me I’d receive it on time. On Saturday morning, the 14th of December, I checked the tracking status, and Fedex had still not picked up the package. I called Joann’s customer service again, and spoke to a man who told me there was no way a package would arrive on a Saturday or a Sunday if it had been ordered that Friday. I explained my predicament: that I’d be out of the country when the package arrived, and it would sit on my front steps for almost 3 months. He said he’d talk to the order department, and see if they could get the package to me before I left on Monday, and if not they’d cancel the order. He said he’d call me back and let me know something that afternoon. He never called back. That afternoon I emailed Joann’s to cancel the order, and in the email detailed my terrible customer service experience. It is now the 18th of December, and the yarn has just arrived on my doorstep—in the US! And I’m in the UK.