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I recently wrote a post regarding a ruler I purchase from Annie's that seemed to be numbered funny. I received an email asking for my review of the ruler so I told them I didn't like the way it was numbered. I got a very nice email asking more information and then they sent me a new ruler. Unfortunately, they sent me a 6.5 square ruler instead of the 6.5 x 12.5 I was having trouble with. I emailed back asking if I could send both rulers back and get a 6.5 x 12.5 ruler and they said that they couldn't find a ruler in that size with that numbering. Then they told me they were crediting my credit card and that I cold keep both rulers! Great customer service!
THEN.....I ordered 8 yards of white on white fabric from JoAnn Fabrics. I used some of it then started on a project that called for 6 years of a white on white. I cut and cut all my pieces out with the last cutting direction stating to cut a 75.5" lengthwise piece to cut strips. As I rolled the fabric off the bolt it came on, I found two pieces! Together I have plenty, but neither piece is long enough. I called JoAnn customer service and they said that since I had cut the fabric already, they couldn't do anything about it. I argued that my packing slip didn't say the fabric was in two pieces, but I didn't get anywhere. If I had known, I would have used the smaller piece first. Next time I will be sure to check.
Susan

This message has been edited. Last edited by: stm1804,

I have also seen very poor customer service from JoAnn's store. I live in a very rural area and the store is one hour from me. I wanted to return an item, but since it was 32 days from the purchase, they would only refund the sale price of the item even though I had my receipt showing I bought the item at full price with the item not being discounted with a coupon. I called the 800 number, but they said that was the policy. We win some and loose some, but I seldom shop there anymore. So I lost a few bucks, but they lost me as a customer.
amiko

This was one of the many reasons I quit working for them! Their only goal is to make a buck not make a customer happy. I will say that at times I felt they were right, like the time someone brought back velvet that she had burned with her iron and accused us of selling her defect fabric!

That is totally wrong of Joanns to send a peice of fabric like that and expect you to accept it. I would make sure I told enough people about it. I bought my Pfaff longarm from a less than reputable person. She was so unprofessional and unwilling to help show me how anything worked. I made sure anyone who asked me about my longarm knew who I bought it from and the poor customer service that accompanied it. I even called the company Pfaff and complained about her. About a year later she went out of business. I did not feel bad about her going out of service. But then I had problems with the Pfaff again and went to my local Viking store----the manager there was so helpful and it was not even their machine. They have a customer for life.

Re JoAnn's. Ouchies!!!! And I'm afraid...'you win some, you lose some' is appropriate. I had something similar occur at our local store so I've been a real pain when I purchase fabric there now. Nothing like purchasing a pillow panel to find the pieces didn't match when you get home. Sooooo guess what I make them do? Same thing with striped patterns. Refold the part of the bolt they're cutting from. I don't care, you know.

On JoAnn's side, I'd have to ask...did you specify the fabric needed to be one continuous cut? Asking for so much fabric seems unusual so perhaps you could have mentioned that. I've done it on occasion.

And, perhaps, I've bought from catalogues too often so my rule of thumb is to open and inspect before using.

Hope all works out well for you.

I think I would have gone hollerin' up the JoAnn's chain of command about that 2-part fabric, until I was talking to JoAnn herself!

About JoAnn Fabric's: Did you special order your fabric? When you picked it up did they offer to measure it? A normal bolt from the warehouse should have at least 8yds. on it to start and not in two pieces.
I agree that you should really complain loud about it. Take it to the top. The original owners no longer run the company. I have noticed myself that the quality of the fabric is not as good as it used to be.

PatriciaAnne - I had to laugh at your earlier comment about the velvet. I just left a job where I dealt with the public and I can totally see that!

Wow! I never thought about checking a long yardage to see if it was in 2 pieces!!! aaaaauuuuggghhh! Always having to think ahead. Ugh.

I'm with Starry- work your way up. I recently bought a mattress and box spring from Sleepy's, and the side wire support bent after 3 months (15 year warranty). They sent out an inspector, who said the defect was in acceptable range. I called cust service, got no satisfaction, asked for a supervisor, some back and forth, and the end result was they replaced it the next day. I wast ready to work my way up to Mr. Sleepy, being politely insistant.

So I decided to call Joann customer service back. Apparently, this is a common problem with their warehouse. So - Beware! If you need a continuous piece of fabric, call and place the order. I just ordered it online. I also told the rep that I thought my packing slip should have said that the fabric was in two pieces and she agreed - that doesn't help me, though!! I even had her check, and this fabric comes 8 yards to the bolt. The end of the bolt says 8 yards. I think now, that the bolt came in two pieces from the manufacturer! I worked out my pattern but just want you all to watch out!
Thanks for the support, as always!
Susan