JoAnn's changed their return policy. What to do? UPDATED #45

[Dr.Girlfriend]

I purchased some items for my son's birthday party that I ended up not using. It's not a huge amount of money ($20) but still - it's money. I went to return the items last night. All of them were unopened with the orignial receipt. Receipt states that you have 90 days to return all items if you're unhappy. I was within the first 30 days.

The girl at the register said that their rule now is that if it's an item that is discontinued or clearanced it can not be returned even IF you have the receipt. There are no signs stating this anywhere, it doesn't say this on the receipt nor does it say it online. I called another location and they said the same thing...I was out of luck because the items were discontinued. They aren't sure when they'll have signage up stating their new policy.

It just irritates me that I'm now stuck with items that I'll never use unless I want to try and sell it on eBay or Craigslist and even then it's not really worth it. And I doubt I'll purchase anything from them again since how am I supposed to know if that item will be discontinued in the future?

ETA: I did email customer service and complained. I tried calling their 800 number but it was a 20 minute wait to talk to a rep.

 

[tlbwriter]

Did you talk to a manager at the store? If not, I'd go back and explain that you bought these items under the old policy and expect to have that return policy honored.

 

[Dr.Girlfriend]

Did you talk to a manager at the store? If not, I'd go back and explain that you bought these items under the old policy and expect to have that return policy honored.

No, there was only one person working the register last night and the line was a mile long. I called the store back last night and a few minutes ago to speak to a manager but one wasn't available. Since it's literally right next to my house, I think I'm going to go in and complain.

 

[MIGrandma]

Did you talk to a manager at the store? If not, I'd go back and explain that you bought these items under the old policy and expect to have that return policy honored.

I agree.

If they don't have new signs posted then they should honor what is written on your receipt.

Definitely speak to a manager.

 

[GoofyBaseballMom26]

If they absolutely won't give you your money back, maybe they will issue a store credit. I have asked for that in the past when I was actually past the return date allowed with other stores.

 

[Laura24]

well, I would think...not written, not posted, not on receipt...no policy! Good luck.

 

[tiggger1]

have you called costumer service? 1-888-739-4120

 

[Dr.Girlfriend]

If they absolutely won't give you your money back, maybe they will issue a store credit. I have asked for that in the past when I was actually past the return date allowed with other stores.

Highly doubtful - especially considering I have a valid receipt and they would not accept the return anyways.

 

[Dr.Girlfriend]

have you called costumer service? 1-888-739-4120

I did - gave up after 20 minutes of being on hold.

 

[Missy1961]

That absolutely stinks. Have you checked with a consumer group or the BBB what the law is regarding changes in store policy? I understand that a store has a right to change their policy, but I would hope that they would post the change somewhere in the store. I remember when Toys R Us changed their policy, they had signs all over the store & they handed you a brochure every time you purchased something about a month before the change went into effect.

 

[CrzyforPiglet]

I would definitely go back and wait to speak to a manager no matter how long the line - unless the policy is posted or stamped on the back of your receipt (like a 'final sale' stamp) then they need to honor the current policy. I'm sure you'll get your money back - Good luck!

 

[kwelch10377]

I would be waiting on hold for those 20 mins to talk to someone and also talking to a store manager. If you still don't get anywhere after that I would submit a claim to the BBB. I know it is only $20, but it is the principle of the situation.

I work for a retailer and I am usually one to give stores some slack on things, but to change a policy and #1 not inform customers ahead of time and #2 not have any signage regarding the policy is just wrong. Part of the team I work takes compliants and compliments for our retail stores and if my company did this out phones would be ringing off the hook.

 

[agnes!]

Here's the official returns policy on their website, it says nothing about discontinued items: http://www.joann.com/joann/common/c...F06517AC0853703C00D.a4p1?catName=returnPolicy

Maybe the reason the wait was so long is because so many people are complaining about this change?

Ah...found a direct phone number for the Director of Corporate Communications (in other words, their head PR person), if you want to take it to the corporate level... http://phx.corporate-ir.net/phoenix.zhtml?c=74290&p=irol-newsGeneral&nyo=0 (Yeah, I know, maybe that's a bit much, but *still*...) And her direct e-mail is on this page: http://phx.corporate-ir.net/phoenix.zhtml?c=74290&p=irol-newsArticle&ID=1474633&highlight=

Good luck,
agnes!
PS - Make sure you tell her you gave up on Customer Service after waiting 20 minutes on the phone. Oh, and that you've shared your experience with your friends here ...all 280,000+ of us .

 

[MickeySP]

When did they change the policy? If it was after your purchase it does not apply to you the original policy does. Too bad for them.

In my state the policy has to be prominently posted, I would check your state.

Either way they have to abide by the policy posted at the time of your purchase.

I would go back and insist to see a manager, also I would want a copy of this policy - where is it posted? Otherwise I would definitely file a complaint with Consumer Advocacy Agency such as the AGs office has.

 

[Dr.Girlfriend]

I finally got through the customer service line and they said that this is indeed their new policy that went into effect on September 24th. They basically do not care that there were no signs stating the change, nor do they care that my receipt says that I have 90 days to return the items. To quote, "You'll have to keep or throw the merchandise away - we will not accept the return."

 

[Dr.Girlfriend]

When did they change the policy? If it was after your purchase it does not apply to you the original policy does. Too bad for them.

In my state the policy has to be prominently posted, I would check your state.

Either way they have to abide by the policy posted at the time of your purchase.

I would go back and insist to see a manager, also I would want a copy of this policy - where is it posted? Otherwise I would definitely file a complaint with Consumer Advocacy Agency such as the AGs office has.

I purchased the items before the policy changed; the customer service person I just spoke to said that the change went into effect on September 24th. Which is funny, I was in JoAnn's on that date (the day before my son's bday party) to pick up some last minute things and there were no signs stating the change either.

The customer service rep also said that signs should now be posted but regardless if the sign is posted or not, the will not honor the return.

 

[bumbershoot]

Time to report to the BBB! They have an online form and it's very simple.

 

[MickeySP]

What state are you in? Go find the website for your Attorney Generals Office, look up their Consumer site. In there this should be rules governing store return policies.

In Mass if it is not posted it does not exist and they are in violation of the law. I would find out the law in your state.

 

[daughtersrus]

I purchased the items before the policy changed; the customer service person I just spoke to said that the change went into effect on September 24th. Which is funny, I was in JoAnn's on that date (the day before my son's bday party) to pick up some last minute things and there were no signs stating the change either.

The customer service rep also said that signs should now be posted but regardless if the sign is posted or not, the will not honor the return.

I would first ask to speak to the supervisor at the customer service number.
If I didn't get anywhere with them, I would contact the BBB and file a complaint with them.

I know several people that had similar problems with Target because their policy states that items on clearance will be refunded at the lowest clearance price even with a receipt.

Were they on clearance when you bought them?

 

[MickeySP]

Honestly I wouldn't use BBB - they area self governing agency and really have no teeth.

I have used my AGs Consumer Bureaus twice with HUGE success.

I also went into the store and took a couple pics of their service desk where policies were posted, supposedly. When questioned - I am just documenting lack of posting for my complaint to Attorney General - works wonders!