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March 2025 by Steven Flowers
I am deeply disappointed by my experience at this Joann Fabrics location, particularly due to the actions of the manager, Cami. I came to the store urgently needing fabric to complete a donated gown for a charity. Understanding that the store is permanently closing, we called ahead to confirm they were open regular hours but received no answer. When we arrived, we found a long line at the fabric-cutting station, with only one employee assisting customers. Many customers had 10–20 fabrics to be cut, which meant the line moved painfully slowly. Customers too were leaving their cart to hold their spot in line to add more fabrics. A more reasonable approach would have been to set a limit per person to ensure all waiting customers had a chance to be served.
We waited patiently for over an hour, only to be informed—without any prior announcement —that fabric cutting had ended well before closing time. The only notice of this policy were signs on the front door that we did not take note of. There was no effort to communicate this policy to those of us who had been standing in line for over an hour. Instead, when we finally reached the counter, we were simply told we would not be helped.
Despite explaining the urgency and impact of the situation, Cami refused to make an exception. Cutting the fabric would have taken one minute. Instead, she spent 15 minutes explaining why she couldn’t help. There are moments when policy is important, but there are also moments when compassion and good judgment should take precedence. Unfortunately, Cami chose to rigidly enforce a rule rather than extend grace, and because of that decision, a charitable project went unfinished on time.
I understand that the stress of the store’s closure may have weighed heavily on her. I can only hope that as she moves forward, she reflects on this moment and considers the power she holds in small decisions—not just to follow rules, but to make a meaningful difference in someone’s day. I genuinely wish her the best in whatever comes next for her, and I hope she chooses to lead with kindness in the future. After all, when her time at Joann Fabrics is just a memory, it won’t be policies she remembers—it will be the moments when she had a choice to help, and whether she did.
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February 2025 by Rebekah Trigg
This store is a disaster. There are a handful of very nice employees, including "Yell". The older lady I always see in the paper crafts area is rude and obviously hates her job. Most employees act like customers don't exist, instead of being helpful. If you ask for help, you get a vague answer of "you might find that over there." Many items have no price tags, it always looks like a tornado hit the store, and if there's a manager they must hide in the office - which they should be hiding from embarrassment at how they "run" this store. This store could be a gold mine opportunity, but they need a real manager.
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February 2025 by L M
They get one star because I do find things others stores don’t have. That being said this store is so extremely awful in cleanliness, organization, and staff. This store makes me feel so frustrated and wanting to leave for lack of tidiness. Please clean up the dang store. People can get hurt walking in aisles, stuff is all over the place and boxes and floor. This store was beautiful 20 years ago! It was a destination. Now you cannot tell if the floors get moped, or stuff gets restocked. If this store stays open please make it nice for people to shop at and not a safety hazard and frustration. I worked in this store over 20 years ago. There is zero zero reason for boxes to be out in any areas. That’s what a stock room is for, the aisles need cleared so people can actually walk them, the floor and shelves need cleaned. This place needs helped or shut down. They only keep this one open cause it’s a money maker. How sad this place is now. Please management get your act together.
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February 2025 by Soleil
I didn't expect the store would be so dirty and dusty. Things fell on the floor (saw plushies and it was dirty from the floor dirt), disorganized shelves, a lot of them looked old but their prices are ridiculously expensive, feels like everything is coated in filmy dust, it was just gross. Idk if they're understaffed or what, but at the very least they could clean up those shelves! I saw a lot of trash from customers on it (plastic bottles, nicotine pouches were on the polymer clay section).
Also clearance shelves are completely messy! Don't be surprised if you find something in the clearance section thinking it's gonna be on sale, it doesn't. I picked up a bag of shaped chipped wood for children from the clearance section, thinking it would be $5 or something, brought it to the cashier, boom! $50!! I was beyond baffled omg!
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February 2025 by Kristy Bryan
There are unpacked boxes in the aisles. There has been no black or white thread available for three weeks. The zippers are disorganized and out of stock for white, natural and black. The first stall of the bathroom had no coat hook and the second had no TP dispenser. The entire store is filthy. The staff are doing their best, but they are understaffed.
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January 2025 by David Moser
Extremely and consistently understaffed. Had to wait 5+ min to get someone to unlock some ~$15 scissors. The checkout line routinely has a dozen or more customers in line with 1 or 2 employees checking people out, and today it has 18+. Expected to wait 10-15 minutes of your life to give them your money.
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December 2024 by D B
This is a sad..sad store. Boxes everywhere so you couldn't even get down the isles. Only 1 cashier with 15-20 people in line. Only 1 cutter at the table and this was a Tuesday. It also seemed very dirty. Very disappointed in this store. I've shopped Joann Fabrics over 20 years and this was the worst.
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December 2024 by Amy Smith
This used to be a wonderful store, but things have declined. The place was chaos with boxes and carts of stuff everywhere. I understand that this is the holiday transition, and maybe they just received a shipment, but it was a mess. It was also filthy, layers of dirt and dust on the floor, and don’t even attempt to use the bathrooms, disgusting! The inventory in the knitting supplies was way down, and stuff was scattered and stacked everywhere, spilling onto the floor. It’s really sad. I’ll drive a little farther to shop at the Indianapolis store near Ditch road. It’s clean.
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December 2024 by ClauLi Sanchez
12/13/2024 12:10pm
Castketon store has very slow inadequate customer service.long line and an employee is paying for her items while there is 7 customers waiting patiently in one and they are chatting after the purchase is complete like they don’t have a long line already. Then just 1 cashier? For the entire store? By this time 9 customers waiting patiently in line.
Cashier sees the line doesn’t call for back up at all. This is a large store had to leave
Tried to call corporate imagine waiting 13 minutes on hold. It seems like this company is short on staff in all levels of their departments. I could completely see this company disappearing in the next couple of years.
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November 2024 by K E.
The store was busy and they didn't have enough cashier's and\or employees. The store was hot and the checkout was slow. Beth was our cashier. We bought items on sale but she wouldn't honor the sale. No one ever came to verify the sale so we took pictures to show her but she still wouldn't honor and\or give us the discounted price. She said it should've have a sign that said "sale" instead of the sign showing the sale price. And it was only about $5 .
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October 2024 by Daniel Hart
My wife and I were drawn into the store by coupons. We spent 30 minutes waiting in line to have our fabrics cut. This is manually done by a guy with scisors, no draw down chopping system like home depot carpets, which is why that takes so long.
Once we reached the 2nd line (checkout line), we were told that we had to download the app to use the coupon.
( Keep in mind, the checkout line was understaffed and took us another 30 minutes to get through. We had now spent an hour waiting in lines)
We downloaded the app, which took a while do to the stores poor phone signal, then were told that none of their coupons worked with any of fabrics we bought because how they were marked, and that some of the fabrics NEVER will work with the coupons. This is jumpled together in some of the fine print on the coupon.
I found this entire system to be incredibly confusing and even misleading. The customer before us also thought she could use one of the coupons but was told it did not work with her purchase.
The front door wont open, so it forces anyone coming into the store to go through the checkout line to get out, which we also saw. Gives you the feeling of getting trapped in the store.
They are understaffed, frankly unapologentic about how frustrating their coupon system is, and will tell you to call a customer support team that isnt open on the weekend if youre unhappy about wasting your time.
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October 2024 by Ragan Brackett
Cashier was very kind but overwhelmed. Manager and staff were in back and she requested help multiple times. Line had at least 15 ppl in it. Really understaffed. Would never come in a Saturday again.
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October 2024 by Thomas Alvey
Extremely rude cashier. There was a sale on certain craft items and I could see that the sale had not applied, but she told me yes. I asked one more time for her to check and she threw her head back and tried to wave me on to put my credit card in the machine. The total was $96 on the screen but should have been $62. I guess she thinks the general public is stupid, but the treatment was unacceptable and I told her she could keep the items and walked out.
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July 2024 by Diana K
Terrible customer service , the person that was in the cash register didn't even say hello, or even said a word to me , not even thank you.
I would not recommend this place, they don't even have a lot of things in stock and no one to help at all to find something.
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July 2024 by Bobbi Cruz
1:30 pm 6/23/24
Rude interaction with cashier. I’ll admit I went a bit crazy at Joann’s. I got 7-8 rolls of yarn and an outside door mat. When I got to the cashier I chucked at myself and said I wasn’t sure I was purchasing everything but I wanted to see what the prices were on some things prior to purchasing. There were a lot of discounts today and i wasn’t sure what exactly what marked down. The women then said, “you really brought all this up here and aren’t going to get it all” and then said “I’m not ringing this up because then I’ll have to take it off” and pointed to the computer. When I reminded her that I just wanted to see how much some of the things were since like I said there was a lot of discounts. I totally get it probably having to take things back is annoying but, how else was I supposed to know the final price? I love crocheting but budgets ya know. Isn’t the goal to help the customer make a purchase?
