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Anonymous
d we are doing our best. Online inventory is behind. we understand you are angry your order is being cancelled. we are a 5 person crew with over 100 orders a day and are trying to fill them as quickly as possible. the other day i was the only cashier for several hours trying to fulfill orders, answering the phones (that haven't been working since march because they screwed them up doing work on them) and running curbside (did you know i almost got hit by 2 cars the other day running 15 orders in a row outside because customers don't read the signs??) . yes we understand you can't call us much, we are overloaded with phone calls, i'll try to place an order and the phone will ring , thusly making it longer of a wait for you impatient people. never before have i been dealt with the nastiest customers demanding their orders now (did you know it takes 4 hours? at least it's not 6 like it was, just for us to get it from corporate) when they placed it 30 minutes ago. it screws up our system when you want it cancelled when you can't get it in 30 minutes. i've dealt with scammers too. we are sorry you can't walk in just to do a return. you have to wait like everyone else. oh, we close at 7, so we can't take fabric at 630 because again, we are understaffed and sometimes only have 1 at the cut counter. i've watched people just walk right in at closing because they don't see a line and we have broken the rules so many times with that. we can only allow so may people at a time.,m ,m, m,m , m, m, m ,m
1 year, 23 weeks and 1 dayAnonymous
Disappointed in MD
1 year, 10 weeks and 3 days
I totally feel your frustration, I truly do, but you work for a company that has a HUGE following and could well afford to hire more employees - in all areas - to assist with this break down that is literally destroying itself from the inside out!
I have been a #1supporter of Joanns for over 40 years, and I consider myself a pretty patient, considerate person, but even I have reached my breaking point with Joann.com as well as my local unit.
Yes, we are experiencing a pandemic ~ tell that to my other fabric suppliers of whom I have NO PROBLEM receiving my orders - as placed, in a very timely manner.
Bye FeliciaAnonymous
beth
1 year, 11 weeks and 21 hours
Let's be honest. Customer Service was subpar BEFORE the China Virus. The crisis is only a valid excuse for it being worse than before but doesn't excuse every shortcoming and general carelessness to customer care.
The understaffing should be a dialogue between store and corporate without burdening customers. But, Corporate isn't even responding to emails sent directly to their customer service team or via the website. I sent emails in May, 2020 and have not had the courtesy of a response beyond the system-generated one telling me someone would respond soon. It's now over 60 days later.Anonymous
athreadaday
1 year, 17 weeks and 6 hours
The CS has bottomed! You don't post order on account therefore nothing to refer to. Old orders pop up from years back. No email confirmation on order and no way to check on order. The audacity to mail products (partial) in a flimsy box with no invoice. No email invoice to refer to even. PRODUCT WAS AVAILABLE AT SALE PRICE AND THEN as I would continue to check website product continued to be ADVERTISED AVAILABLE but I watched two price increases in 2 weeks. I purchased 40 yards same product @ sale price white and black. 5 yards of black missing but whoever is in quality/quantity control dept subbed it for something I have no clue. You charge my account and guess what? I suspended payment until someone CONTACTS ME PRONTO! Add to that, you will credit my account for approximately $24.95 plus S&H, plus Tax add to that a ship label to return the substitute! OUTRAGEOUS CUSTOMER SERVICE- I've been ordering from you for over 25 years and this is how you treat your longtime loyal customers? That doesn't include the numerous trips to one of your stores which is a lengthy/time consuming trip one way. NO EXCUSE WHATSOEVER.Anonymous
Kim
1 year, 20 weeks and 3 days
I'm sure employees are having a hard time too. I was robbed of $100 and never got my order. It isn't a good feeling to know that a company like Joann just took my money and never shipped my order. Order was placed almost 2 months ago. I am upset.Anonymous
I just want my money back at this point!! I understand y'all are busy so I'll just purchase elsewhere
1 year, 22 weeks and 3 daysAnonymous
Medusa
1 year, 15 weeks and 4 days
Where? Vacca StultaAnonymous
carney
1 year, 21 weeks and 3 days
Please post if you get your money back. I have been trying to get back money since March. I was charged for fabric that was supposed to be a store pickup. Jo-Anns cancelled the order, not me. Yet they still charged me for the 2 yard of fabric. I have submitted everything I know to do, just to get back an email from someone who assures me I was not charged. ??? Are you kidding me? I spelled it out with receipts and still nothing. I am taking my complant to the state attorney general. This company is a textbook case in "how to screw up customer service and ruin business." Covid 19 prevention is making life tough on all of us. So I cant cry over your short-staff problems. What you need to do is concentrate on your customers, not your problems. If you take the time to listen and try, try to make them happy, instead of accusing them for the reason things are messed up, then you would have more stars in your review. A kind word reaches a lot farther than a sharp tongue.Anonymous
you ever worked retail? you ever gotten screamed at over something that is not your fault? that is what these UNDERPAID employees go through EVERY DAY. IT IS NOT THE EMPLOYEES FAULTS THAT YOUR FABRIC GOT CANCELLED.. it is the company itself. I personally have had no problems online ordering. do you not realize they have practically nothing in the stores because of COVID? because everything is sent from overseas? it's hard to concentrate on customers if we can't get shipments. by the way, I used to work for them and had to leave for personal reasons.
1 year, 10 weeks and 5 daysAnonymous
12bzmom
1 year, 20 weeks and 1 day
Your not alone and yes her response was out of line. Sorry your experiencing The same issue I am. A kind word makes being asked to be understanding more likely. If your company sucks find another job but it's not the customers fault your company stinks. If they are opened and want my money I should be able to expect what I pay for and if they can't offer this then they need to not take my money and close their doors till they can.Anonymous
I agree
1 year, 21 weeks and 1 day
well said carney! I totally agree with you!!Anonymous
Pinky
1 year, 21 weeks and 2 days
I'd like to know if anyone gets a refund too. I was charged for 4 yards of material that they said shipped but never did, just so they could charge my card. Says they will not continue to attempt delivery, which they never tried because I am always home. That right there shows I never got the material. What a rip off. They are thieves and should be prosecuted. Anyone would be if you stole from them. Will never deal with Joann's again. Sad because I have been shopping there for over 20 years.