Joann Fabrics makes for Tough Returns

by Barry Moltz on March 27, 2011

I never shop at Joann Fabrics and Crafts except to get supplies for my son’s science projects. The people there always seem helpful…until I had to return something for $4.50.

As I entered the store to return two things, I was told that I could not go directly to the return desk but had to wait in the check out line.  I figured that any cashier could do the return, so I reluctantly agreed.  I waited patiently in line for my turn with the cashier.  When it was my turn, I approach the cashier with my return.  She told me I would have to now stand in the return desk line.  I asked why could I not just go first to stand in the return line.  She said, that’s how we do it here.

This policy of standing in two lines make no sense.  Good customer service means that it should be easy to get a refund as it is to buy the product originally.  I asked to see the manager, Dawn to explain the situation.  She never came to the front of the store to meet me.

I will think twice about buying again from Joann Fabrics.  What good is a return policy if it takes more time to return something than to buy it?!

{ 2 comments… read them below or add one }

Valerie August 12, 2011 at 2:40 pm

Haha, this story of a return at Jo-Ann Fabrics is nothing compared to mine.

I made a return of 15 packages of scrapbook stickers that I ended up not using on a craft. I didn’t have the receipts ( I drove around to 3 different JoAnns to get matching stickers) and was told that I would get a refund of the lowest selling price. I expected that since I didn’t have any proof of purchase.

The manager made the return with a smile on his face, took all of my information and then a receipt printed out explaining that corporate would send me a check within 2 weeks. The manager went on to explain that returns with no receipt over $25 get sent to corporate.

I waited two weeks and no check. I called corporate and was directed to the return center, which was a voice mail. I hung up and immediately called the direct return dept number and it was a voice mail again. This time I left a message with all of the information the voice mail asked ( Which was a lot). The next day I received an automated email from the return department saying they don’t have enough information to send me a check in the amount of $56.68 (Which was the total of the stickers). I called the direct line again and it went straight to the voice mail again. I gave all the information I had, I bought the items in cash, which stores I bought them at, and around the time that I purchased them. They emailed me the next day saying that they would not send me a check until I provided more information.
I responded to the email saying I don’t have anymore information.
Then they responded again saying they needed more information and will not send a check until they have it.

I find it interesting that they can accept my return and take the merchandise away from me, and then refuse to give me the refund?

I know they can refuse a refund, but they cant accept the merchandise and then refuse the refund.

Needless to say, I sent them a formal demand of payment certified mail threatening them to send me the $56.68 within ten days or I’m taking them to small claims.

Five days later I received a certified letter from them with a gift card for $56.68.

Was that so hard? Couldn’t they have just given me a gift card when they accepted my return?

I still like Jo-Ann Fabrics stores because they are so cheap (If you use a coupon), just stay away from corporate and don’t be afraid to stand up for your rights. Corporate was disgusting

jennifer r September 3, 2011 at 2:47 am

On July 14, 2011, I did a return NO receipt at the El Cerrito, CA store. The original purchase consisted of 4-5 purchases and I couldn’t find the receipts.

I knew at the time, that I was going to purchase some Cricut products, so I didn’t think it was that big of a deal.

The refund consisted of 32 items and the refund amount equaled $234.26.

I was told by the manager, HILDA, that due to the amount of the refund, they couldn’t give me cash or store credit and that it would have to come from corporate.

In addition, the return receipt states,”your patronage is appreciated. However, due to the nature of this transaction, we are unable to issue payment from this store. We will issue a refund check in the appropriate amount within 2 weeks”.

It is the end of August & I still don’t have my refund. I have called corporate SEVEN times. Emailed twice and no response.

I am not going to play nice anymore.

I hope you enjoy my complaint with the BBB and hope you enjoy my small claims suit.

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