Be forewarned, this post could take on a wee bit of a rant feel to it.
When we lived in the city, I would go to JoAnn's at least a couple of times per month. I'd pick through sale items and use my 40% off coupon, and I always ended up spending more than I had intended. Several times when I could check my receipt, I would notice the wrong price being charged on something and I'd have to go back in to get it fixed (always over charging of course).
First of all, even though they have a huge customer service desk, the customer service person just acts as a cashier and they make you go to the back of the line to get their screw up fixed. I guess they are hoping it's not worth another 15 minutes in line to get your small amount of money back. I don't blame the workers, they're just doing their job and it must get brutal with some of the snarky disgruntled customers I've seen (I am always always always polite to the workers, you know they are making minimum wage and it's probably a second job, they are tired and there because they have to be). I do blame the corporation because I'm pretty sure they've designed it this way on purpose.
Now that we live a hundred or so miles from the nearest JoAnns, I have tried shopping online to use my coupon and have some crafting essentials delivered to the house. The first time I tried this, their site was down and they sent me over to their listings on Amazon.com which was not a comprehensive inventory, I ended up getting a few things and the order was okay.
This last experience is the straw that broke the camels back. I have an order for a museum in FL to make 12 felt food Cuban sandwiches. Of course I have just run out of tan felt, and a couple of other colors I need to complete this order. Well, in perfect timing my JoAnn's flier shows up and says 72" felt by the yard will be on sale for $2.99 starting December 26th. Great, so I wait the two days until the sale starts to place my order.
Get to the website and only some of the colors of 72" felt by the yard are available, tan is not one of those colors. So I dig around the website a bit. Manage to find tan 72" felt by the yard in a 10 yard bolt for $35.69 per bolt. I'm no math genius (understatement) but that's not $2.99. I think it's also worth noting that the sale ad says nothing about "select colors". So I suck it up and order 10 yd bolts of off white and tan, and then head over to the $2.99 section to order 2 yd quantities of pink, sandstone, and grey.
This is the morning of the 26th. A couple of days go by, I figure my order is on it's way, and this is important because I NEED it for the big museum order, right? At 7:00 PM (time stamp on the e-mail) on the 29th I get 3 e-mails from JoAnn.com. Two of these e-mails are letting me know certain items are being shipped out today and will arrive in SEVEN TO TEN BUSINESS DAYS. One e-mail says this:

Not sure if you can see that better if you click on it, but it says that 2 of my items are out of stock and were cancelled. Which two items? Oh...see I don't know because it's just listed as Craft felt 72" MANY COLORS Qty 2.
Are you freaking kidding me? First of all, you are a huge company with stores scattered ALL OVER the United States. HUGE. You advertise the snot out of your website, yet it's not developed enough to say out of stock on basic merchandise like felt? I JUST BET. Secondly, you ran out of 2 separate colors of felt on the first day they were on sale? I JUST BET. Thirdly, it took you THREE DAYS to let me know about this issue? Man, if I was a betting woman...
So after I placed my order, they offered me a survey. I took the survey, explaining my dissatisfaction and this was BEFORE the above cancelled order issue. They asked if you would like to be contacted regarding your responses and I said yes, however if I get a canned response, it will be the LAST order I make with JoAnn's. Well, they still haven't responded. Unless my canceled order was a response?
So that's it. I'm done with JoAnn.
Future purchases will be made through
Fabric.com who was a little more expensive but who offers me free shipping on orders over $35 (JoAnn charged me over $11 shipping for this fiasco) AND 37" yard cuts, and so far, superb customer service.