JOANN Fabric and Crafts

"This company has the WORST customer service I have ever experienced. I would give them a 0/5 stars if possible... I ordered material on November 24 to make Christmas gifts. I have only received 4 parts out of the 8 parts I ordered. (I was all one order and ALL items said IN STOCK.) The parts that I have received have all been shipped separately. I contacted the company by phone (waiting online for almost an hour to speak to someone) about 3 weeks after the order was placed because I needed the other 4 parts to make the Christmas gifts. The man that I spoke to said he would put in a ticket and that it might be 3 business days before I heard from someone. After the 3 business days were up and no response, I emailed them about the issue. No response. About a week later, I called again. This time I waited on hold for OVER an hour to speak to someone. I was told they would submit another ticket. I told them NO that it was NOT acceptable. I have already done that and was NOT helped at all. I have been very patient in getting a response to my question (WHEN IS MY ORDER GOING TO GET TO ME?) I sat on hold again for about another half an hour waiting to talk to a supervisor. After speaking to him, he could not tell me when my order would arrive either. I needed this material for making gifts for a family gathering that is before Christmas day. I still do not have the material or a response as to when or if I will receive the materials ordered. FIRST EXPERIENCE with this company... DEFINITELY not an impression I would want to leave with ANY customer of mine!"

"The young man up front, Ian, is very helpful, always cheerful and welcoming. The staff is friendly and accommodating. I've spent lots of money here for quilting projects; so far I'm happy with the quality of the products, customer service and ease of accessibility. The only reason I didn't give 5 stars is because the fabric cutters they always use are electronic and make jagged cuts. I like my fabrics to be clean cut; I waste more of my (expensive) material by having to cut off jagged edges. I wish they'd just use rotary blades or even regular scissors like most fabric places do. Overall this is a pleasant atmosphere and they have a decent variety of products. It would be awesome if their pricing was a little more competitive, but ultimately I plan to return here if the staff retains their positive interactions and customer support. It's the biggest reason I've returned on past visits."

"Really had a poor experience here. Went to get fabric for a baby quilt the lady helping was super rude and was rushing me and cut the fabric all jagged with an electronic cutter instead of scissors kept pushing for more fabric than I needed and a bit upset about it. Also waited in line to be checked out for about 10 minutes. Fabric selection is very low here I don’t think I’ll be returning I’m pretty upset with how the ladies treated me today"

"I wanted to share an experience from my aunt, at Joann Fabrics, here in Fort Smith. She is an avid quilter and has spent a considerable amount of money at Joann’s (over 20k). She was shopping there last week, and left this survey on the Joann website…. I actually did not purchase anything this day, and I will tell you why… My cart was full of already cut fabric, remnants, and other items. I was just shopping around and was near where they cut fabric. One sales person walked up to another, pointed her finger at her and said “Last night? That will never happen again. “ The poor woman getting scolded just looked at me in embarrassment. I walked up to the register and spoke with another sales woman and asked who the rude woman was that scolded the other in front of customers. She told me “that’s Kristi our manager. “I thanked her and left my full cart there. I will never return to a business that treats and embarrasses coworkers in that manner in front of customers. I have a lot of quilting and sewing friends as I am 70 years old and they all agree with me. None of us will ever return to the Fort Smith store. Not a problem to go somewhere else. I have shopped here for years and have never seen this type of treatment. Kristi should be ashamed of herself, and Joann’s should be terribly disappointed in having a manager who doesn’t know how to manage. By the way I used to shop there a lot the woman that was scolded has been there for years and I felt so sorry for her. What happened to the old manager? I sure hope she wasn’t let go to be replaced by this other “manager”. I will not return to the store if that management is still involved. I was prepared to spend almost $150 that day and my business went to Hobby lobby. This is the response my aunt got, from the store manager: Thank you for sharing your recent experience at our store. I sincerely appreciate your feedback and I’m very sorry you were unhappy with your experience. You indicated that you were unsatisfied with myself. I apologize for what you saw and I will not try to defend myself. I appreciate all of my employees, and treat them as fairly and with as much respect as they treat me and the store. There is always a story that you do not see or know about. That being said, I do value our customers and never want them to have a negative experience. I would appreciate you giving us and myself another opportunity to provide you with great customer service. Sincerely, Kristi Kiebke Store Manager This manager threw her employee under the bus and aired dirty laundry in public! How absolutely unprofessional. She won't defend herself because she knows she's in the wrong. I worked in the retail field for over 25 years. I will share my aunts reviews with anyone who ask and I will make it my mission to bring this to higher corporate team because I do not feel like Kristy has the mental capacity, nor training, nor experience to manage a team when she can not even manage herself professionally nor address my aunt by name in an email or take 2 seconds to type it out. There is a rule for management Compliment in public, criticize in private. Kristy didn't know she was being watched. I was appalled. The store worker should have said something but she showed more professionalism than the "manager" if I was joanns upper management I'd consider demoting this manager before a lawsuit comes into play. To be told that an employee receives the same amount of respect as the manager is given creates a hostile work environment. A manager is held at a higher standard and she should know this. If christy came to me for an employment opportunity or I was asked about it in the future. I would decline her on this situation alone. To threaten an employee on the sales floor openly with people around? If I was that employee I'd be seeking the legal advice. This is ridiculous. Beyond ridiculous."

"As soon as I walked into the door, I was greeted and offered to be assisted by a wonderful employee named Nicole. She showed great hospitality and customer service beyond measure. I didn’t know anything about the project I was starting and I walked out with all the materials I needed and information on how to use them. She took the time to help me understand what supplies would work best for my project and made sure I got what I was looking for. She took the time to listen and envision how I wanted my project turn out. I cannot thank her enough. She went truly above and beyond and showed that she cared about what she did. I would recommend her to anyone I know"