ComplaintsforHobby Lobby Stores

• Initial Complaint

  05/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I visited Hobby Lobby Store #*** on 4/23/24. I purchased 12 floral picks at $2.99 each. I didnt realize I was overcharged until today 5/17/24 when I went in to return the items. On the day of purchase I told the cashier I had 12 total picks at $2.99 each. I placed half of them on the counter as the other half were in my cart in the wooden boxes. When I placed the wooden boxes on the counter the cashier must have rang up the other half of flower picks that were in the box. The cashier also charged me full price for a wedding item that was supposed to be 40% off. I took care of that price adjustment in store already. I only had 12 flower picks in total and I returned them all today. I asked what the 6 x $2.99 charge was and management checked the cameras. It shows I have two separate bunches of the same flower picks. Yes, I did have two separate bunches of the same flower picks on the counter but I only had 12 total not 18. They didnt want to refund me for the 6 I was overcharged for.

  Business response

  05/22/2024

  The customer reached out to us directly. We are addressing the issue and the customer will be refunded for the error. 

  Customer response

  05/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - Date of transaction: I ordered a picture frame and mounting on April 15, 2024.- Amount of money paid: The price for the picture frame, backing, and mounting is $42.00.- What they committed to do: They told me it would be ready tomorrow and that they would call me.- Nature of dispute: The employees behaved unusually, they pretended to not understand what I was saying and put me under pressure. I suspected misconduct and deception. Felt endangered as I left the building and will need support to go back to buy the picture comfortably. - Have they tried to resolve the problem? They have not tried to resolve the problem; they have not called me.- Account : No account / Order # ***************** / Tracking # Not available.

  Business response

  05/16/2024

  The customer has not reached out to us directly. We have reached out to the customer to get more information to have the issue reviewed and addressed. 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I've never ordered from Hobby Lobby or rarely shop in their stores. I placed an on-line order Sat. Apr 27, 2024 for 4 mushroom salad plates using PayPal as payment. A couple hours later, I realized the order description was deceptive after comparing wording of other similar items. I realized I'd ordered appetizer plates, only because I saw that the dimensions were different when comparing with other similar items. The mushroom plate description uses the word "small", but this told me that they weren't dinner plates. I even did a search for appetizer plates and these mushroom plates don't come up in their results, so I was confident they where salad plates. Since this business is closed weekends, I spent 45 min on their website searching for a way to cancel my order; however this option wasn't available to me and no option on their ***** number either. I called PayPal to cancel payment, but it was too late. My only option was to send Hobby Lobby an email asking to cancel my order, via their website. Come Monday morning I got an email that my order had shipped. I called customer service and the representative ***** had an attitude that the customer is ALWAYS WRONG; she insistently talked over me and 3 times I had to ask her to quit talking so I could speak. I was told that the email and shipping departments don't communicate, so my order would have never gotten stopped. I was told a complaint was filed and if the complaint department received enough complaints they might do something about it. I followed up with another email expressing my words as to the issue. I received a reply the next day saying that they can't assist with a refund. There is no customer value as they tout. I believe I can return my on-line items at a store for credit, but I not only have to keep track of the credit to a store I rarely shop; I'm out the shipping charges. All this frustration, because of a deceptive item description that Hobby Lobby won't take ownership.

  Business response

  05/06/2024

  Dear Hobby Lobby Customer,
  
  We have reviewed the notations on your Order # ********. Our website correctly indicates in the description that the plate is small. We make every effort to ensure things are correctly described in the description of the item.
  
  Reviewing the order notations, you sent an email on April 27 at 7:28 p.m. requesting that the order be canceled. Unfortunately, our offices were closed. We do have after-hour self-service options when you call our 800 number. One of the self-service options is to cancel your order. We also have a cancel order option on our website on the Order Status page.
  
  Upon reviewing the order, we see that you returned the merchandise and received a credit for the items.
  
  Due to the description listing the item as small and the dimensions provided in the product details, no further compensation will be provided.
  
  Sincerely,
  Hobby Lobby **************************

  Customer response

  05/07/2024

   
  Hobby lobby keeps saying the same things over and over without listening and/or investigating my complaint. If they would just step away from their scripted responses they would see that my complaint has merit. You are full aware that complaints never amount to anything; a big company against a single person, so there is no incentive to spend a small amount of resources to investigate.  This issue can be closed because its a waste of time.

• Initial Complaint

  04/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order # ******** I ordered 8 cans of spray paint. I used a single noting it was defective. So, i decided to return the others to avoid the risk of using up a defective batch. Hobby Lobby supposedly allows this to be returned. I tried contacting them twice through email, website form, and even on ******** I got zero responses in every case over several days. For a store i used to like shopping from they sure have dropped the ball lately.

  Business response

  04/30/2024

  Dear Hobby Lobby Customer,

  Thank you for your recent order # ********. Our **************** Representative that assisted you in the claim process gave details of the conversation and noted that an email was sent to you requesting more information on the item for an inventory review. If you would be so kind as to reply to the email that was sent to you on April 29, at 11:40 am, with the information we have requested, so that we may complete your claim and resolve the matter accordingly, we would greatly appreciate it.

  Our office hours are MondayFriday from 8:00 a.m.5:00 p.m. Central Time.

  We don't have access to messages that are sent to our social media accounts. Sending an email to the email address listed on our website is one of the best ways to contact customer service.
  

  If you have any additional questions or comments please dont hesitate to ask. You are a valued Hobby Lobby Customer and your time and business are important to us.
  

  Sincerely,
  Hobby Lobby Ecommerce ****************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, I'm writing against this business because I haven't received responses to my emails and etc. My order number I was given in my email is ********. Upon checking my emails I noticed my order was showing delivered by carrier with photos that aren't even of my residence. Like I said I have sent emails and etc to company with no help. The carrier informed me they could issue payment but has to go through shipper which is Hobby Lobby.

  Business response

  04/23/2024

  Dear Hobby Lobby customer,
  
  We have reviewed the details on order # ********. We don't have a record of receiving any emails from you. Our records indicate that your order was shipped to the address you provided on the order. The address appears to be a valid residential address.
  
  The carrier indicates that your order was delivered on Thursday, 4/4/2024, at 10:43 a.m.

  
  FedEx has provided a detailed photo showing the package delivered properly to the residence. We are not responsible for stolen packages, and the package was delivered to the correct address. Please refer to our terms of sale online at *************************************************************************************************;
  
  
  Sincerely,
  
  Hobby Lobby Ecommerce Customer Service

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a picture from this company its ***** height X ***** wide. The shipping box was not damaged but the product was damaged when I received it. I contacted customer service. They sent me another one of the same product, but told me that I would have to dispose of the item that they dont want it back. However, that would require me taking it to the dump and paying a dump fee to get rid of this product because of the size of it, and it will not fit in my trashcan with my garbage, even if I broke it down Ive spoken with three different people and they all tell me the same thing they will not compensate me for what its gonna cost me to get rid of the product and told me that I need to take it and donate it to the Goodwill or throw it in the trash. I explained I do not have room in my trash can for that large of an item even if I broke it down. The Goodwill refuses to take it because the item is broken. Therefore, I have to pay to dispose of a broken item the company sent me. I would ask to be compensated for dump fees and gas to do so.

  Business response

  04/18/2024

  Dear Hobby Lobby Customer,
  
  Thank you for your recent order # ********. We greatly apologize that you have received damaged items. At this time, we will be more than happy to offer you a call tag for ***** to pick up the damaged items. You will need a box for the items. If you need to use the box that your replacement items are arriving in, that is fine. We can wait to issue the Call Tag once the replacement items are received.
  

  At this time, we will be sending an email to the customer's email address on file to start the call tag process.
  

  We value you as a Hobby Lobby customer and appreciate your business.
  

  Sincerely,
  Hobby Lobby Ecommerce Customer Service

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Location: Hobby Lobby ************************************************* Date of Issue: Thursday, February 8, 2024 I brought in a PROECT for the Hobby Lobby Frame Shop to complete at this location.The SERVICE PAID FOR, was for Hobby Lobby to Put Together Frames, Pictures, and Matting and then add a Dusk Cover and Wire Hanging Devices.I Purchased Photos and Frames from different vendors and came in with these items to your store and frame shop.The frame shop did not place cardboard over the screws and the back of the frames and then the clerk bagged the frames and did not wrap them individually.The total number of frames damaged included items from two different purchases for services.The frames rubbed against each other, and the screws dug into the black framing scratching all of them due to the fact that no cardboard was taped over (90% of the time I have had projected completed, they always add cardboard, except this time).I did not realize the issue with the frames until I came home and a few days later unwrapped them.I came to the store and was directed to the manager (*****). At first ***** seemed eager to help and resolve my issue. We went back to the frame shop and reviewed my order. We then looked to see if we could much the frames to on hand stock.When ***** realized that the store did not have matching frames, his attitude changed dramatically. ***** then asked me for my receipt to prove I made this purchase even though we had just looked at the order on the computer moments before.***** refused to reimburse me for the issue or replace the frames stating that he had no proof that the items were not damaged prior to me bringing them in.When I raised my voice, ***** threw me out of the store and threatened to call the police.When I told ***** he should expect to hear from my attorney, he began mocking me saying: Yeah, make sure your people contact my people and then laughing. He also mocked me by saying: You will never get your money back now.

  Business response

  03/08/2024

  Someone from the corporate offices will reach out to the customer directly to have the issue addressed. 

  Customer response

  03/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:  No one has called me back.
  
  Sincerely,
  
  *****************

  Business response

  03/14/2024

  Our corporate offices have reached out to the customer directly and are working with the customer on a resolution. 

• Initial Complaint

  03/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We went to Hobby Lobby in ************* to have some Art work matted and framed. We rang the silver bell for service in the ******************* My mother rang the bell twice because we had been waiting for a few minutes and was unsure if anyone heard us the bell the first time. My 3 year old grandson rang the bell once very lightly because he is 3 years old and curious! A man came out of the back and I immediately thought that he appeared to have been sleeping or he was intoxicated. He seemed confused! I started to tell him we needed to have pictures matted and framed but he reached over the counter and tore the silver bell that was attached to the counter with Velcro off. He yelled at my daughter that People need to control their children My mother tried to explain that she was the one who rang the bell. The man became very angry and began yelling at my mother and my daughter which frightened my grandson. The man began posturing my daughter and got into her face continuing to yell. He was so close to her that his spittle from yelling was hitting her in the face! We were all very frightened for our safety and my grandson was terrified. The man was instantly so angry that his face was flaming red! The assistant manager came running at this time as I was reaching for my phone to call the police because I thought the employee was going to strike my daughter! The Assistant Manager was extremely condescending with us initially but had to make the employee leave the area because he was still behaving aggressively. We left the store and immediately called the Corporate Offices of Hobby Lobby.

  Business response

  03/04/2024

  We have reached out to the customer directly to get more information to have the issue addressed.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought an 80$ tree on sale for 60$ it was the last one in store and it was on clearance with every other item last chance lable. It says light up tree. When I got home only part of the tree lit up. I contacted the business and she said why don't you drive 5 hours back to ******** **** from your residence in ********** and get a refund? I said because I have three kids I'd have to get a hotel and spend 75$ in gas to get a refund it's not worth it and not my fault you sold me a bad product that does not work. She since has ignored my emails. She told me two months ago quality department would reach out and they have not, I contacted multiple forms in the Hobby Lobby who are ignoring me now. All I want is a replacement or something for selling me a product that doesn't work. And she's basically telling me I shouldnt have bought it then because Hobby Lobby does not offer replacements or help for broken or not working products.. I have that screen shotted from her saying that to me.

  Business response

  02/09/2024

  The customer contacted us on 1/4/24 and was referred back to the nearest Hobby Lobby store for refund/exchange of the defective product. I have reached out to the customer again through email and referred her back to the closest Hobby Lobby store for refund/exchange as we have several stores near her area in **********. 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 3 model truck kits online. I did not receive the ones i ordered. There excuse was they may alter the kit according to what they have in stock. That is false advertising. They either need to update the system or quit selling online.Basically ordering a *** OR ******** and getting BUICK or CAMARO as "their" substitute.They said they full filled their obligation due to their policies. Im sorry you can not post a picture online of one model brand and ship something completely different

  Business response

  02/07/2024

  Dear Hobby Lobby Customer,
  
  We sincerely apologize for any inconvenience you have experienced with your recent purchase. Our records indicate that Order #******** had items that are listed online as an assortment. Our website correctly indicates in multiple areas on the advertised product page as well as on the order confirmation screen, that the Style/Color is assorted and you may not receive what is pictured. It states that the item comes in assorted styles.While we make every effort to ensure items in stock are represented accurately online, at this time, we are unable to ensure that you will receive the item in the style you see pictured. Furthermore, the Style Example photo has an additional disclaimer. Note: Not all styles are represented in the photo.
  
  Reviewing the order notations, it appears we received an email on January 31st, letting us know the purchaser had an issue with the product. On the natations from February 5th, a replacement order for the correct items has been done and shipped to you. We have also provided a return label for you to send the unwanted merchandise back to us. We understand you are not satisfied with the assorted items you have purchased. We value you as a Hobby Lobby customer and appreciate your business.
  
  Sincerely,
  Hobby Lobby **************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩