Jo-Ann Stores
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Here's a customer warning to all my…
Here's a customer warning to all my crafty friends near and far, when in comes to online orders with JOANN... With great anticipation I ordered a total of four products from JOANN on November 25, 2023, and awaited the timely delivery of the items. The ribbons and a string of garland were ordered for use with holiday decor and family crafted gifts. From the onset of the order, I was informed via automated email: "Thanks for shopping with us. We'll email you as soon as your order ships with the tracking details. Due to high demand, please allow a little extra time for us to fulfill your order.". However, as the days of processing turned into weeks, I wondered what was the delay. On December 9th I sent the first of three emails inquiring as to the shipment delay, with varying versions of customer service responses, including: "This is a quick note to let you know that we received your message and we will be crafting a response soon! We are receiving a higher than normal volume of emails currently, and it is taking us longer to respond. We appreciate your patience as we work as quickly as possible! In the meantime, we encourage you to check out our Help Center on joann.com for answers to our most frequently asked questions." The Help Center was neither helpful nor satisfactory in their answers to my question, How to contact a customer service? On December 19 I finally located a phone number for JOANN after conducting an extensive Google search. However, after remaining on hold for 35 minutes, I disconnected the call. Then on December 18, I received an email message stating one of the 3 ribbons was being shipped and would arrive by Friday, December 22 - not ideal, but at least I could use it before Christmas. However, December 22 and came and went, but there was no ribbon in my mailbox nor my hands to craft. It finally arrived on Tuesday, December 26. On December 23rd I sent another email, my third and final email inquiring as to the reason for yet another delay, and the status of the remaining order. "Customer Service" responded on December 27, with the following email: "Thank you for reaching out to us. We sincerely apologize for any inconvenience caused. Upon reviewing your order, we have identified that three items have been canceled due to their unavailability during the fulfillment process." As a 30+ year loyal customer of JOANN's I am extremely disappointed with the customer support I received throughout this month-long process of online order and shipment of product. So dear crafty friends near and far, here's my warning to you...beware of online orders with JOANN's. From the delay of time-sensitive products, to the lack of personal (non-automated) customer service, to the inability to post a honest review of their customer service or lack thereof; my recent experience as a long-time shopper with JOANN has soured my future support of their company and products. And for those whom might suggest I alter my shopping experience to an in-person customer, for myself and my current residence location, to shop in-person means a 120 mile round-trip drive. :(