I had a very miserable experience today with Joann's Fabric and Craft Store and I feel it is important for everyone to know so that you can watch your bank statements. I made a purchase for $57.73. Joann's website claimed my CVC on my bank card was incorrect. So I resubmitted the CVC. Never was I told they had already put an authorization on my debit card for the first CVC.
5 Days later on my bank statement I noticed that Joann's had billed me twice for the $57.73. As if that was not bad enough I noticed that Joann's had also billed me for $42.76.
I called Joann's toll free number today and talked to a supervisor. She told me that because the CVC did not go through Joann's decided not to fill my first order. So there was nothing they could do. It was up to the bank to remove the authorization and it would take 3-5 days!
And in regards to the $42.76 it was because they had shipped my order in two shipments. There was another billing coming for $14.97. So a $57.73 purchase currently has $173.19 tied up at my bank. As a result I can not purchase my medication and well have to go without it until this is resolved!!!!!
She told me she would send an email to me to take to the bank, but it was up to the bank if they wanted to remove the charges or not!!!
I have a friend with an online store. Never did a situation like this occur. I have another dear friend who placed an international order with Joann's. No where on the site did it say they would not accept her international VISA. They charged her VISA and then did not accept the order! So her money was also tied up! And they did not even have the courtesy to send her an email to explain. She had to contact them!
Joann Fabric and Craft Store where is your accountability? Your customers assume they can trust you. What happened to customer service? I am no longer doing business with you and I don't care what sales you offer. Nothing is worth have 3 times the purchase price withheld from my bank account. I will take your coupons to Micheals. Micheals has never charged my debit card 3 times the agreed upon purchase. And by the way I made the purchase on April 15 and it is April 21st. So it is already past your so called "blame the bank for 3-5 days!" This was your error.
UPDATE: Here's the email I received from Joann's today after I posted: Notice that Joann's date is February 24-it is really April 21st! So apparently Joann's makes a practice of this activity. And also notice that now they are saying 7-10 days for the bank to clear this up. When I called it was 3-5 days! Here's the letter:
February 24, 2011
Dear Valued Jo-Ann Customer,
We're sorry! Our records indicate you attempted to place a recent order at Joann.com and due to an unexpected systems error, there were multiple authorization holds for the same transaction placed on your credit card. These holds were not actual charges, so funds were not debited from your account. Please rest assured that we immediately corrected the issue with our credit card processor, FirstData, however it may take 7 - 10 days for your financial institution to release the authorization holds. Credit card protection laws prohibit us from intervening directly with your bank, therefore we suggest if the holds have not been removed as of today, you should contact your bank directly and use this message as proof of our error.
Our first priority is always to provide a good experience for our customers and we apologize for any inconvenience this may have caused you. If you incurred any overdraft charges as a result of this error, Jo-Ann Stores will reimburse you for those fees. You will simply need to contact Customer Service with a copy of your banking statement showing the total amount of the fees.
If you have any questions or concerns, please do not hesitate to contact the Jo-Ann Customer Service Department at 1-888-739-4120.
Customer Service Department
I find it interesting that Joann's never mentioned that they would take care of any bank fees that may occur when I called. I also had to insist that I speak to a supervisor before this letter was offered. And in reality the first person I spoke to gave me a hard time when I insisted I speak to a manger. She told me, "There is nothing a supervior can do about this."
Its also interesting that when I called I was told it was my fault because I put in a bad CVC. Now it is because of a "systems error?"
So hopefully I will not have any fees as a result of this, because I caught it in time. Lesson learned here, check bank accounts daily due to irresponsible merchants.
So anyway this letter came too late for me to go to the bank tonight. I will need to deal with it after my neurology appointment tomorrow. I can hardly believe they will do anything when they see the date is incorrect by 2 months.