Jo-Ann Fabric and Craft Stores

Just after Christmas, I purchased a new sewing machine for my mom whose machine finally gave up the ghost (after more than 40 years of use). We went to our trusted Joanns to find a new machine. We purchased one and mom got to sewing. Unfortunately, she had some issues with the needle breaking. As an experienced seamstress, she couldn't figure out what was going on. On Tuesday, 1/25/2022 in the morning she took the machine to the store at 2753 S. Market St Gilbert, AZ to see if she could get some assistance. Immediately at the cash register she was met with rudeness. The cashier did not greet her, did not ask how they could help but just immediately told her that "we don't accept returns with the box open" then "we don't sell those machines here". Well, she had a receipt and we had purchased the machine at the front. She was lectured that she wasn't supposed to do that, as if we know store policy. When she made it to the back, that person was even more rude to her. She scoffed at her and asked her "well, how long have you been sewing!?" Made fun of her for having her bobbin in backwards and told her that she needed to return all the items together. My mom wasn't trying to return the machine. It was new to her and she needed help but no one seemed willing to do that. This woman has been sewing for 60+ years and for 40 of those on one machine! I am furious that she was met with such rudeness and lack of compassion or empathy. My name is Heather. My cell number is [protected] and I would be more than happy to speak to anyone about this terrible experience. Thank you.