Gutterman 56 spool thread set / www.joann.com

Business: www.joann.com

Complaint:

In January 2007 I placed an order at www.joann.com for a Gutterman thread set, one containing 56 spools of different colored sew-all thread, with 250 meters on each spool. The item was on-sale for $137.99 and my credit card was charged on 01/19/07. On 01/22/07, a large, heavy box arrived priority mail containing a Gutterman thread set with 100 spools of thread. Even though the enclosed packing ship indicated the item shipped was the 56 spool set of Gutterman thread, this was not what was in the box.

Since the wrong item was shipped, I called customer service at www.joann.com to see about having the correct item shipped. Prior to this call, I looked for the item ordered on their website and noticed that it was no longer in stock. After being on hold for about 25 minutes, a customer service rep explained that this item could only be returned to them via the mail: No, it could not be returned to the local Joann’s store. No, she was not interested in the order number to look up the account. Yes, the only way to deal with the mistake was to mail the item back and request that the proper item be shipped on the exchange form enclosed with the order.

My spouse did not like this answer so he took the heavy thread set to the local Joann’s store to request a refund on 01/24/07. The manager at the local store acknowledged that the wrong item had been shipped. However, she explained that the on-line store was entirely different from the Joann’s stores – and the item needed to be shipped back to www.joann.com. She agreed with my spouse that www.joann.com should reimburse me for the returned postage because they had shipped the wrong item.

I waited a few weeks to see if the correct Gutterman thread set would arrive in the mail from www.joann.com. After several weeks and no thread set and no credit for $137.99 on my credit card, I contacted customer service via the on-line form. (I was not interested in another long wait on-hold to try to talk to someone.) Shortly after this form was sent, I received the following email on 2/26/07:

Acknowledge: Online Order status / Tracking (Ticket# LTK970104634X)

Thank you for contacting Joann.com

One of our Customer Care professionals will respond to your email shortly. Our goal is to reply within 48 business hours. Due to the holiday season there maybe a slight delay in answering your email. Be assured that we have received your e-mail and will respond as soon as possible. Please do not send multiple e-mails or respond to this e-mail. If you need immediate assistance our Customer Care department is available Monday-Friday, 9am-6pm EST.

We appreciate your business at Joann.com and look forward to assisting you.

Have a creative day!

joann.com Customer Care

Email User

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Subject: Online Order status / Tracking

In January I placed an order on-line for a Gutterman Thread Set, the one with 56 spools with 250 meters per spool. A week or so later I received a Gutterman thread set with 100 spools of thread, each spool containing 100 meters of thread. Given the fact that I already own the latter thread set, I called JoAnn.com and was told that the mis-shipped item issue could only be resolved by my returning it in the mail. I shipped the wrong thread set to Joann.com in Grand Rapids, MI 49507 on January 25 via PRIORITY MAIL W/ Delivery Confirmation. I also requested that Joann.com reimburse me for my return postage because I should not have to pay for the mistake of one of your employee's shipping the wrong item ($29.80). As of February 26, 2007, I have not heard a word from Joann.com. No replacement thread set was shipped. My credit card has not credited. Please advise on the status of Order # W18261880101. The Delivery Confirmation Number: 0306 0320 0003 3160 4207. Thank You!

Then on 3/01/07, I received the following email and responded on the same day:

Dear Customer,

Please accept our sincerest apologies for any inconvenience the delay in responding to your email has caused.

Please note: this process may take up to 3-4 weeks total, and we will email you to advise you that this has been done.

Please let me know if I can be of future assistance.

Thank you for your interest in joann.com,

Customer Care

www.joann.com

www.joanndesigns.com

www.joannart.com

Joann.com ranked the number one online destination for crafts & hobbies by Internet Magazine's Top 400 Guide, 2005.

My response:

Please advise me on the status of this order: HAS THE CORRECT ITEM BEEN SHIPPED? I will be contacting my credit card company to request a refund/investigation into this matter if I do not hear back from you in the near future with an explanation of what happened. I would appreciate a timely response to this inquiry. Thank you.

Then on 3/05/07 I received the following email:

Thank you for contacting Joann.com

One of our Customer Care professionals will respond to your email shortly. Our goal is to reply within 48 business hours. Due to the holiday season there maybe a slight delay in answering your email. Be assured that we have received your e-mail and will respond as soon as possible. Please do not send multiple e-mails or respond to this e-mail. If you need immediate assistance our Customer Care department is available Monday-Friday, 9am-6pm EST.

We appreciate your business at Joann.com and look forward to assisting you.

Have a creative day!

joann.com Customer Care

Email User

My credit card received a $137.99 credit from www.joann.com on 03/07/07. There was no reimbursement for the return shipping of $29.80.

Disappointed is the best word to describe this series of transactions. I operate a small home business and make numerous purchases each year at the local Joann’s store and an occasional purchase at www.joann.com for items unavailable at the local store. This thread set was needed for this business but because of the cost, I waited for a good sale, such as the January price reduction, to order it. However, as this is the time of the year when I must have a variety of thread, I re-ordered this item on 03/12/07 at the on-sale price of $172.49 -- $34.50 more than the January price. Moreover, when one adds on the $29.80 spent to ship back the wrong item, the price becomes $202.29. By shipping the wrong item when the correct item was no longer in stock cost, this company cost me an additional $64.30. Furthermore, it took the company a month to credit my credit card after the wrong item was returned.

Comment On This

If they sent you more then what you ordered why are you bitching?? You came out ahead on the deal..dumbshit!!