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Thread: calm individual turns red hot

  1. #1
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    Joann's. Need I say more? Well, I will anyway. I ordered a Batik item, clearly marked Batik on the computerized order form & packing sheet and received a non-batik item. Since it was received on the weekend via FedEx, I sent an email asking for if the ordered item was in stock or not and when I could anticipate receiving it; I wrote that I received the non-batik item instead. The reply addressed only their interest in receiving the wrong item back and that they needed to investigate that item. I called customer service after receiving the email and was told that I would need to "reorder the item" I had already ordered. This is their policy and my plea to be granted receipt of the already ordered item went to the "management team" and was denied; ultimately Joann's agreed for no shipping charge. What do you think?

  2. #2
    Power Poster BellaBoo's Avatar
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    I don't understand what you wrote to know exactly what is wrong. :?

  3. #3
    Super Member Dolphyngyrl's Avatar
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    That's how they do it. They don't do exchanges, they refund it and you have to reorder and hope the 2nd one comes okay with no more problems

  4. #4
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    Quote Originally Posted by BellaBoo
    I don't understand what you wrote to know exactly what is wrong. :?
    I ordered something, paid for it, but did not receive it. Why do I need to reorder something I already did order? I also thought there was some policy where you are not responsible for nonpurchased items sent; perhaps this was a USPS rule?

    Oh well. I followed the rules and reordered. I'm sure I will like the batik item once it reaches me. :lol:

  5. #5
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    dispute it via the CC company..quicker results that way!
    As a side note, some fabrics are called Batiks, because of the way they look on the front, but they are NOT batiks at all and Joanns sells many of them!

  6. #6
    Power Poster nativetexan's Avatar
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    what a way to do business. perhaps you should find batik elsewhere. then shoot off a "good" email to their corporate people if they have any.

  7. #7
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    I ordered a large bolt of batting from Joanns (couple hundred dollars) using a 50% off coupon. Got an email saying they cancelled my order because they didn't have any in stock. (I had checked when I first ordered and was told they had inventory.) So was a little confused to get the email. I asked if I could get the 50% coupon price once the item was back in stock. They said no. Made no sense. So after all kinds of things going through my mind wondering how this all happened and why they wouldn't honor the coupon after being told they had inventory and THEY were the ones cancelling, I decided to reorder right away and entered the code for 50%. They honored it and I got my bolt of batting within a week. Error email perhaps?
    Overstock.com: ordered a product, and it wasn't 1/2 hr later I changed my mind and tried to cancel. Couldn't because they said warehouse pulls orders in a couple hours after orders come in. So, I had to wait for it to be shipped, paid the shipping on a product I tried to cancel, and went through several emails and chat sessions to get the return shipping charges removed. But I still had to pay for the item to be shipped to me. So many other sites you can place an order, and change the order almost up to 24 hrs later. The best service I have had is Nancy's Notions. To me things aren't worth my time ordering at Overstock.com.

  8. #8
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    Jacquie,
    I think things will resolve OK. I did not know that about the batiks. This item was less than $11.00 and reorder shipping was going to be almost $8.00!

    that
    Quote Originally Posted by jaciqltznok
    dispute it via the CC company..quicker results that way!
    As a side note, some fabrics are called Batiks, because of the way they look on the front, but they are NOT batiks at all and Joanns sells many of them!

  9. #9
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    I bought some fabric for my mother-of-the bride dress from Joann's when I lived in an area with a store. The seamstress refused to sew my dress, stating that Joann's was selling drapery fabric as dress fabric! You can tell I'm really a newbe. I'm laughing about it now. I think you are right about linking customer satisfaction with Joann's in a category with Overstock.

    Thanks for the tip on Nancy's Notions.

  10. #10
    Junior Member genafan201's Avatar
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    Quote Originally Posted by NanaCsews2
    So many other sites you can place an order, and change the order almost up to 24 hrs later.
    Problem with that is somebody is going to be complaining about the added wait time...

    Personally, I order a lot of mail order products...I want everything NOW!!! 8-) Can't stand that mail time...BUT, if I do order anything on-line, it will be from Amazon...never had any problems with them.

  11. #11
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    I've had very good luck with Amazon too; they are my #1 source. The range of products they sell is unreal. My wish list is full of a variety of items.

  12. #12
    Senior Member dogpursemaker's Avatar
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    I will NEVER order from Joann's online again. I placed one order almost two years ago. I placed my order, and the order went through fine. I honestly forget what caused me to call, but for some reason I had to call CS to inquire about my order. (I think maybe I hadn't received notice that it had been shipped yet?) Anyway, the CSR checked on my order and told me that my order was all packed up and ready to ship. Absolutely, no question my order was complete, nothing sold out, back-ordered-it was all in a sealed box with my shipping info on it. Yes, I actually asked these questions. When I received my shipping notification, some items were now missing. I was HOT! I called up, explained my situation, calmly and politely. The CSR didn't care in the least. I then asked why my sealed COMPLETE package had been opened in the warehouse and some of my items removed, as I had been told less than 24 hours prior that my order was in fact complete and ready to ship. Neither the CSR or her supervisor cared that 1)I was lied to, or 2)someone was opening sealed packages and removing items. I got NOWHERE. Well, as an "apology", I was sent a coupon via email, however it expired 15 minutes after it was sent (literally), and I didn't open the email until after it had expired. When I called to explain that giving a person 15 minutes to use a coupon before it expired was really quite pointless, the response was again basically "So what". I was not sent another coupon that could actually be used. My opinion is they are big enough that they don't care at all about their customers. They will outright lie to them, then when called on it not care.
    So, that is my experience with their online store. Best wishes to anyone dealing with them. There are other businesses that are grateful for my business, and will treat me as a valued customer.

  13. #13
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    Hey Dogpurse Maker! I guess it was the attitude with which I was treated also that was the issue. As with you, they didn't seem to care about not fulfilling their obligation. I was made to feel that I had done something wrong, when it was their mistake. It was a complete lack of empathy re: the situation and the delay.

    The out-of-stock trick described also by the earlier member is another frustration.

    A coupon that expires in 15 minutes? Just icing on the jellyroll, I suppose; a special gift selected and awarded by the "the Management Team". Well, I've learned my lesson.
    Thanks for listening & understanding. I'm now a peachy pink!

  14. #14
    Senior Member ljsunflower's Avatar
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    In order to get their attention on poor customer service we've got to boycott their stores & their online store. They won't care one whit if it's not affecting their bank account!

  15. #15
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    So true, Ms. Sunflower!

  16. #16
    Senior Member MaineGirl76's Avatar
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    I too have had problems in the past when I placed an order online with Joann's. I placed an order about 2 years ago for some of their flannel that was on sale. I ordered 5 yards of a pink flannel that had berries on it. When I received my package they had sent me 5 yards of this solid black cloth type material, it was wrapped in plastic but the little white label on it stated that it was the pink berry flannel. I emailed them and they wouldn't do anything, I brought it into the store and they said I put the white tag on it and switched the fabric! How could I do that, the plastic was sealed! WHATTTTTTTTTTTTTTTT! I couldn't believe. I literally left crying I was so mad and upset! I filed a complaint with corporate and with the BBB and it got me no where!

  17. #17
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    Quote Originally Posted by newBe
    Quote Originally Posted by BellaBoo
    I don't understand what you wrote to know exactly what is wrong. :?
    I ordered something, paid for it, but did not receive it. Why do I need to reorder something I already did order? I also thought there was some policy where you are not responsible for nonpurchased items sent; perhaps this was a USPS rule?

    Oh well. I followed the rules and reordered. I'm sure I will like the batik item once it reaches me. :lol:
    If ABC company sends YOU a package and you didn't order from them then you can keep the package and not pay for it but if you order you need to pay. This was through the Post Office. If ABC sends the wrong item it depends on the business sometimes you have to return other times they say keep it we'll send your order, but since it was their mistake they should pay for shipping costs. Hope they get it right this time.

  18. #18
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    Maine Girl, I'm sorry that you had a bad experience also. The customer is not the enemy, JoAnn!

    Willa, Thanks for the information.

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