Any experiences with customer service? I was sent the wrong item.

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Posted 1/3/2013 by SoonerPenguin in General Scrappin'

Flightless bird & baby Oiler fanatic

PeaNut 76,666
March 2003
Posts: 8,779
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Loc: Incomparable Myriad...Sec. 321, Row K, Seats 1&2 :-)

Posted: 1/3/2013 3:02:41 PM
During their Black Friday sale, I ordered 10 packs of the 6x12 American Crafts page protectors for a project.

I received the order about a week later, but got so busy I never bothered opening the box. They're page protectors; not a lot to get too excited about.

Well, last night I was cleaning my scraproom & organizing the box that holds all my crazy sized protectors & decided to open the box & add them to the mix.

Sigh...they sent me the wrong ones. They sent some American Crafts "Memorology" 4x6 ones; similar to some of the Project Life ones or WRMK....the ones that hold 6 4x6s to a page. To top it all off, I had ordered 10 packs of the I now have 10 packs of the wrong thing! I went looking on their website last night and they don't even carry AC page protectors of this style, either!!!

The invoice clearly shows I ordered the 6x12s, so it wasn't my mistake.

I've e-mailed them, requesting to return them (at their cost not mine; not out of line), and also requesting the opportunity to immediately re-purchase the right ones (since their return policies state they won't do exchanges) at the sale price I had originally bought them (again, I don't see this as too out of line, seeing as how it was their mistake).

I sent my e-mail last are they usually with replying?

Thanks all...


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PeaNut 555,986
May 2012
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Posted: 1/3/2013 3:29:21 PM
I placed a huge order about a month ago & was shorted 1 item. Less than $5, not a huge deal. I called customer service. Very nice & very helpful, assured me that he would get it sent out. I still haven't received it. Glad you posted, it jogged my memory!
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PeaNut 418,377
April 2009
Posts: 1,365
Layouts: 28
Loc: SE Wisconsin

Posted: 1/3/2013 6:40:12 PM
I ordered a WRMK D-ring album from them about a year ago and received the wrong color. They sent me the correct album at no cost and told me to keep the album I had received. Don't remember how quickly it happened but I was happy with how they resolved the problem.


PeaNut 374,888
May 2008
Posts: 588
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Loc: SW Florida

Posted: 1/3/2013 8:28:53 PM
I had a good experience with them on a return once, wrong item ordered by me.


PeaNut 505,194
April 2011
Posts: 129
Layouts: 2
Loc: hi

Posted: 1/3/2013 10:07:10 PM
I thought the customer service with was overall good but SLOW. The last time i ordered something from them they forgot an item and when i called they were nice and said it would ship right away.
The item was under $5.00 and i waited and it never showed up and i ended up forgetting about it.

About 8 months YEP~8 months later it shows up in the mail. When i saw a package from them in the mail i thought it was weird since i haven't ordered from them since. To my surprise it was my missing item.....
Not sure if it really took that long or if it got lost in the mail and finally showed up....

Hope your order gets fixed..

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I'm just a pea:)

PeaNut 163,613
August 2004
Posts: 78,773
Layouts: 236
Loc: *Sunny Southern California*

Posted: 1/3/2013 10:59:58 PM
I had a great experience with their CS.

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PeaNut 36,328
April 2002
Posts: 3,874
Layouts: 7
Loc: southern IN

Count: 1
Posted: 1/4/2013 7:46:10 AM
Good experience here too. Maria


PeaNut 546,965
March 2012
Posts: 59
Layouts: 34

Posted: 1/4/2013 8:19:58 AM
I ordered some 12x12 WRMK variety packs page protectors, and they sent me some GIANT pioneer page protectors. Called them up, they sent me a pre-paid postage label to send the wrong ones back, reimbursed me for the protectors I didn't get, and put in a new order (at the sale price that was no longer offered) for the protectors I wanted. A little round about, but it worked and the CS rep was super nice and it was handled quickly.


PeaNut 127,254
January 2004
Posts: 211
Layouts: 31
Loc: Northern Virginia

Posted: 1/4/2013 9:01:29 AM
I have had a good experience with CS at J's. I never email tho I always call.


PeaNut 186,952
January 2005
Posts: 72
Layouts: 0

Posted: 1/4/2013 9:42:00 AM
I prefer email but their email cs is no bueno. I had an issue where I ordered fleece to make a blanket, a solid color and a pattern also. The solid color came and the pattern did not. I looked at my account online and it showed pending (Like it was still coming)- I ordered this mid November. I called on the 15th of December asking when the pattern would arrive and they said that it was not available and the order was cancelled - no email notifying me of this, nothing. I was very unpleased and asked why I wasnt notified, their response was sorry, sometimes it slips through the cracks and its not their fault that the vender didnt have the fleece. Here is a thought - dont list it on your website for sale if its not in stock. This is the 3rd very unpleasant experience I have had with Joann and as convenient as it can be I am not ordering online through them any longer. Hope your order gets corrected quickly
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