Detailing with JOANN over the last * days of my life has been pure ****!!!!!!! I place...

GetHuman-chmcmurr's complaint issue with Joann.com from March 2019

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The issue in GetHuman-chmcmurr's own words
Detailing with JOANN over the last * days of my life has been pure ****!!!!!!! I placed an order online and due to system issues I was not able to receive my order. Initially the website stated the card was decline which I knew to be inaccurate and verified it with my bank. Next the website stated it was unable to verify my billing address. Next the website stated my personal email was incorrect! An email I have had for over ** years! I was fuming and cancel the order, only to later learn JOANN's had placed $***.** on hold from my bank account. When I checked the JOANN's app, the JOANN's website, and my email address I could not find an order history. By this time I was livid and wanted my money back. For the last * days I have called JOANN's to speak to a representative and have been on hold no less than ** minutes. This is totally absurd and I know JOANN's should have an ASP (average speed of answer) requirement and a hold time requirement as I work in customer service. Finally yesterday I was able to get through to a person after the *th time at no less than ** minute hold time. I was told by Paul in customer service basically the bank hold could not be removed and my only option was to purchase the product again. Was he insane, so then JOANN's could hold another $***.** and not have an order history or me not receive the product! I think not. Paul did promise email an order number so that I could just call back in and pay. The email Paul sent me only spoke to how it was not JOANN's fault for the bank holding my money and to have a wonderful day. I was furious, all that time waiting to accomplish nothing. I started calling back today (Saturday, March **, ****) and by the *th hold of *** minutes I finally was able to get someone on the phone. I was transferred to a supervisor after ** minutes of giving information that should be in my online account, more time wasted. Once I was transferred the supervisor Kris, the supervisor could not hear me and hung up. I called back * more times and was placed on hold two more times for no less than ** minutes only to be transferred Kris the supervisor that could not hear me again however I heard every word she said. Thankfully she found my cell phone number and called me back. Kris agreed to send a fax to my bank to have the held charges removed and the only option she gave me was to reorder it online or call back and order the Critcut. I was not offered a discounts or an apology . I was told to reply to the confirmation email she sent me and she would adjust the charges to the original sales price. If this is the way loyal customers are treated I will take my money to Michaels and Hobby Lobby! JOANN needs to pour money into training their staff on customer services, upgrading the website to actually work, and hiring more staff to answer the phone.
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Joann.com

complaint issue
Reported by GetHuman-chmcmurr
Mar 30th, 2019 - 6 mons ago
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GetHuman-chmcmurr started working on this issue
Mar 30th 6:34pm