Complaints

This profile includes complaints for Hobby Lobby Stores's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hobby Lobby Stores

  7707 S.W. 44th Oklahoma City, OK 73179

• 

  Hobby Lobby

  1200 Oxford Exchange Blvd Oxford, AL 36203-3470

• 

  Hobby Lobby

  655 Fieldstown Rd Gardendale, AL 35071-2411

• 

  Hobby Lobby

  1200 Oxford Exchange Blvd Oxford, AL 36203-3470

• 

  Hobby Lobby

  7765 Airport Blvd STE 401 Mobile, AL 36608-5037

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an order at ************************************************ on 3/22/2025. Order #******** in the *** of $95. It was supposed to be delivered Fri March 28th via ***** (per *********** notification on Thurs). I got a notification in my ***** app early on Friday that the barcode on the package from Hobby Lobby could not be read & package would not be delivered that day. ***** had to reprinted the **************** morning my app showed package out for delivery. I never got any notification of delivery on Saturday. ***** never updated my tracking for it until Mon morning 3/29/25, after I initiated a complaint w/them for the missing package. The driver supposedly delivered this package & a box I was also expecting (from another company) on Saturday (which I also did not receive the typical ***** notification of delivery text). By the time I received ********************** of where he left the items, it was many hours later & there were no packages. The ***** driver dropped my Hobby Lobby package off by the side of the road & did not bother bringing it up to the house. I have very clear delivery instructions in my app to bring packages to the front door. After working w/***** for a complaint for both missing packages, ***** has closed them both & advised me to work with each company for the missing items. I reached out to ** & followed their process. They got back to me stating they would not be able to issue a refund for the missing package. I responded again to ** that I'm not looking for a monetary refund, I'm looking for a redelivery of the items I ordered & for it to be delivered *** or ***** or if not able to do that, to have ***** require a signature @delivery. ** has advised me to reach out to *****, even though I already made it clear to ** that I already did the ***** process, they closed the case, & advised I work with them. I thought ** was responsible to ensure my package gets to me safely? *****'s pic shows package left @road...Anyone could have picked it up & left with it..even *****

  Business Response

  Date: 04/16/2025

  Dear Hobby Lobby Customer,

  We apologize that you did not receive your package. Our records indicate that the carrier completed the delivery on March 29 at 12:51 pm. At this time, we do not have the option for a signature requirement upon delivery with our carriers.
  
  This is not considered an error on our part as we are unable to know if the shipping address provided on a customers order is a secure area or not to receive packages, but as a one-time courtesy, we will contact you and offer to assist further.
  
  Please note that any future orders shipped to this address are done so at your own risk in accordance with our terms of service: "The risk of loss for and title to products purchased through the Site passes to you upon delivery to the carrier." If there is a known issue with the address, we kindly ask that you provide a more secure delivery address for future purchases.
  
  ********** ***** ***** ********* ******** *******

• Initial Complaint

  Date:04/12/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/11/2025 Hobby Lobby *******:************************************* I placed a ring check with 40% off for a gundam model kit, with the *** *************, sku *******, at the hobby lobby store. It is a RG Zeta Gundam from Bandai model kit. However, when I go and pick it up today, they gave me a HGAC 174 Wing Gundam Zero (I believe the *** code is 4573102588913)That is a much cheaper kit, and not the one that I asked for. The wrong kit had the sku ******* price tag on it, so I can understand the confusion. The lady said, it's likely that hobby lobby system categorized different kits with the same SKU internally, which is why even if they try to place another order, it might still be the wrong kit.I've also placed another ring check, also at 40% off last week, and it's SKY *******. This was supposed to arrive last week, I was told that it should arrive this week, but it still hasn't arrived yet.Based on the experience and how wrong this seems to be, I just wanted Hobby lobby to make sure that next time they deliver the model kit to the store, it is indeed the correct kits, it was a waste of time for me to drive all the way to the store, waited for a long time in the line, just to found that they got the wrong kit for me. Or just ship the right kits to me so I won't have to deal with getting to the store not knowing if they made the same mistake again.Just to re-iterate, these are the two kits that I placed an order of with 40% off ring check in the store, both of which are Zeta Gundam:RG kit: ************************************************************************************************************************************************************************************** MG kit: ***********************************************************************************************************************************************************************************************************

  Business Response

  Date: 04/21/2025

  We reached out to the customer directly to resolve this issue.

• Initial Complaint

  Date:03/25/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a table, 2 chairs, and a shelf but it never arrived. So I reached out to ***** who told me to give it a few days but if nothing came I should reach out to neighbors then if nothing to call the seller. I waited 3 days from when it was marked as delivered and then asked my neighbors who didnt have anything of mine. I then reached out to Hobby Lobby who told me to give it 2-3 days after nothing happened I called back and was told I needed to provide a photo of my home. After which doing so I got an email that they was not going to investigate or open a claim with ***** because my house shows as 169 when its in fact 150. I even explained the issues with my address about the city changing from ******* to ********** and the lots being messed up. They sent me photos of their investigation which was the manager doing a ****** search of my home and comparing it with the photo she found. Solely based on this she refused to investigate with ***** although her photos I got showed the city change also which I explained is an error also. I keep trying to prove to them but its going no where and I just want my money at this point. For all I know the stuff was misdelivered and returned to them but I wouldnt know as no proper investigation has been taken. Theyre saying ***** cant deliver if my house isnt marked but I have gotten many packages here from ***** and ****

  Business Response

  Date: 03/27/2025

  Dear Hobby Lobby Customer,
  
  We have reviewed the details on order # ********. Our records indicate that your order was shipped to the address submitted on the order. ***** has provided the proof of delivery showing a front door delivery was completed on Monday, February 24, 2025, at 1:52 p.m. for all four packages. We are unable to launch a lost package investigation, due to the delivery was made to the correct house.
  
  On the order review page, your complete order details, including the addresses you input, are listed for you to review before clicking the Place Order button. The information provided to you when you reached out to our *************************** is in accordance with our terms of service. "The risk of loss of and title to products purchased through the Site passes to you upon delivery to the carrier."

  
  Therefore, we are unable to assist in this matter. We apologize that you are unable to locate the package on your property. If you feel you were a victim of theft, you may bring this to the attention of your local authority. 
  
  
  Sincerely,
  
  Hobby Lobby Ecommerce Customer Service

  Customer Answer

  Date: 03/28/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  I have sent photos of my home and they know the place it was taken was not it. They are still refusing to open an investigation.
  Sincerely,
  
  ******** ******

  Business Response

  Date: 03/28/2025

  Dear Hobby Lobby Customer,

  We apologize for the inconvenience regarding the delivery of your purchase. It appears that the delivery was made correctly, and we are unable to provide any compensation for this order. The carrier has not changed the status of the delivery.
  
  This is not considered an error on our part as we are unable to know if the shipping address provided on a customers order is a secure area or not to receive packages, but as a one-time courtesy, we will open an investigation with *****. We will contact you with further information on the investigation.
  
  Please note that any future orders shipped to this address are done so at your own risk in accordance with our terms of service: "The risk of loss for and title to products purchased through the Site passes to you upon delivery to the carrier." If there is a known issue with the address, we kindly ask that you provide a more secure delivery address for future purchases.
  
  Sincerely,
  
  Hobby Lobby Ecommerce Customer Service

  
  

  Customer Answer

  Date: 04/01/2025

   
  Complaint: ********
  
  I am rejecting this response because: I was emailed telling me that the claim was denied before this response was given to you all. It unfortunately seems someone is saying something here and doing differently or otherwise is confused of what is to occur with this. I just want my money back and you all wont hear from me again and can delete my account block my address and call it that.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order online from Hobby Lobby. I have been waiting several weeks for a canvas to come back in stock. I have signed up for the email to get notified (never did) but I happened to check on 2/27/25 and the item was in stock! I quickly placed the order. The website automatically saved my billing address as my shipping address. I did not notice this until it wouldn’t let me place the order and told me to recheck everything. I quickly fixed it and placed the order and got a confirmation email that my order was placed. All was well until the next day when I got an email saying my order was cancelled. I called and spoke to a not so helpful lady who told me it was because I tried multiple times to place an order using the wrong information. That was a lie because it wouldn’t even let me click continue until the issue was fixed. She told me to just place the order again. I told her that the item is now out of stock again and I cannot do so. She told me I could just sign up for notifications and wait it out. I explained to her that it was very frustrating that my order was canceled for no reason and if it was rhat important I should have gotten a phone call to confirm my information instead of cancelling my order on an item that is rarely in stock. I asked if there was any way she could tell me stores that would be getting the item. She said she wasn’t able to do so but I could call the stores myself and talk to them. This situation was handled poorly and I am in disbelief that they would just cancel my order after it went through. Hundreds of other companies do not do this when an accident like this happens. Hobby Lobby can’t even tell me which stores are getting product or anything. Their system is completely outdated and they are unhelpful and rude. I then got an email after my phone call to tell me that all I have to do is place the order again. Thanks, I would LOVE to IF THE ITEM WAS IN STOCK. I emailed back and got no solution. No rain check. No answers. Rude

  Business Response

  Date: 03/04/2025

  Dear Hobby Lobby customer,

  
  We sincerely apologize for any inconvenience you may have experienced with Order # 34997603. Due to discrepancies in the payment information, and for security purposes to protect the customer, the order was canceled.
  

  Unfortunately, we are unable to check the store’s inventory due to it not being electronic, so the customer does have to call the store to check their inventory. We apologize for the temporarily out-of-stock item. The item is very popular, and I do see we have some on order, but we are unable to tell when the item will be available to order, so signing up to receive an email is the best way to be notified when the item comes back into stock. We are unable to offer a raincheck for online purchases.

  
  If you have any additional questions or comments, please don’t hesitate to ask. Your time and business are important to us. We value you as a Hobby Lobby customer and appreciate your business.
  

  Sincerely,
  Hobby Lobby Ecommerce Customer Service

  Customer Answer

  Date: 03/12/2025

  The item was $50 originally, but it for it on sale 50% off for $25. After taxes and shipping it was about $35. I have not received the item as it is out of stock often- hence my complaint. The business cancelled my order on an item that is hard to get and I got it on sale at the time. 

  Business Response

  Date: 03/17/2025

  Dear Hobby Lobby customer,
  
  We sincerely apologize for any inconvenience you may have experienced with Order # ********. Due to discrepancies in the payment information, and for security purposes to protect the customer, the order was canceled.
  
  When your order was placed, we received an authorization, which puts a hold on the purchase amount. Once your order has been invoiced and shipped, the charge is settled. Since the order was canceled, the authorization was reversed and no funds were taken out of the account. Therefore, no further compensation will be provided.
  
  When the item comes back into stock, we would be happy to honor any sales price for you when placing a new order.
  
  If you have any additional questions or comments, please don’t hesitate to ask. Your time and business are important to us. We value you as a Hobby Lobby customer and appreciate your business.
  
  Sincerely,
  Hobby Lobby Ecommerce Customer Service

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Location: ***** * ************, Cape Girardeau, MO 63703 Singer sewing machine - Model * **** I bought the sewing machine on Jan. 25, 2025, it didn't work, we bought new bobbins but that didn't help, so we took it back to Hobby Lobby and they said they couldn't do anything about it. They said to send it to a shop in Overland, KS and I would have to pay the shipping there and they would have to pay the shipping back. They said they would pay for the shipping back. I would like for them to give me my money back.

  Business Response

  Date: 02/10/2025

  Our posted return policy states the following return exclusions: Returns or exchanges of Cricut® Machines, HeatPressNation Machines and Sewing Machines (except Singer Stitch Quick) are prohibited unless customer presents original receipt and products are in new unopened condition.Warranty claims must be submitted to the manufacturer.

• Initial Complaint

  Date:12/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made purchase at ********, ** location and never received a receipt. Advent calendars are a joke and fit nothing. Decided to return. Called and told store I had no receipt they said bring in items for store credit. I get to the store today and they refuse the return. Called corporate customer service and was told store could make exception. Store claimed corporate must make decision.

  Business Response

  Date: 12/19/2024

   The customer contacted us directly on 12/10/24. She explained that she did not have a valid ID for the non-receipted return and that is why the return was refused. Our posted return policy without a receipt states: You may exchange the merchandise or be issued a merchandise credit based on the lowest selling price in the last 60 days. A valid ID is required. *We reserve the right to limit or refuse to accept the return of certain products and non-receipted items. We will reach out to the customer directly to gather details to try to locate her purchase receipt.

• Initial Complaint

  Date:12/18/2024

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spent over 150$ buying Christmas gifts for my family, had it shipped only to open the box to an incorrect order. I left several emails basically begging them to help fix this in a timely fashion due to Christmas being so close, I didn't even want a refund, I asked for store credit so I could just go back through and re choose. After responding to their ridiculous list of questions which I had already answered in the complaint, the only response I get is a message saying sorry we noticed someone is already handling your claim. Wtf. Now we are 8 days from Christmas.... thanks hobby lobby

• Initial Complaint

  Date:12/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to hobby lobby in EL Paso, there were many items marked with specials like 50% off etc. As I'm shopping I'm estimating what I will spend. Go to cashier to check out, total is quite a bit higher than was expected. Do this again about a month later, then decide to ask the cashier how the sales work. Do they have to put info for sale or is it automatically in the computer? Turns out the cashier's have to put in the sale details, so I wasn't getting the prices I should have according to the sale signs. I will not shop there anymore.

  Business Response

  Date: 12/10/2024

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

• Initial Complaint

  Date:11/23/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  08/21 I purchased a white floating shelf at regular price. 08/26 I took the shelf back to Hobby Lobby for, and received, a price adjustment since it was on sale that week. I got a Rain Check/Special Order to get the same shelf with attached hardware since hardware was missing from the one I'd purchased. I took my incomplete item out of the store with me. 8/31 The shelf specially ordered for me was not in acceptable condition. A 2nd Rain Check/ Special Order was made. I did not take either shelf out of the store this time. 9/7 I didn't have a shelf to exchange for the 2nd shelf that had been ordered for me. I told manager *** I'd left both the originally purchased shelf that had no hardware and the specially ordered white floating shelf # 2 in a basket on 8/31. He was to research my claim. 10/2 I called Hobby Lobby. *** told me that research showed that I left the store with the shelf. I called corporate, talked to ******* Later, she told me that research showed that I left the store twice with a white floating shelf. That was what I'd told them both. I proudly took the shelf home the day I originally purchased it, and I took the same shelf back home after taking it back to Hobby Lobby to take advantage of it being on sale. ~~~~~~~~~ Neither the store manager nor the corporate employee could even say, let alone show, that I took a shelf out of Hobby Lobby a 3rd time because I didn't. It is not a small shelf and would be hard to overlook even if I'd forgotten with all the back and forth that I have it. If a manager made a habit of keeping merchandize that's been paid for but somehow left behind by customers (something I've never done before), he could really rake up some nice things. It's highly unlikely that either of those 2 company representatives could prove/ justify either forgetfulness or dishonesty on my part and he/ she just decided to keep the proof from me. Reach out to me with questions/ concerns.

  Business Response

  Date: 11/29/2024

  We reviewed video of all three visits the customer made to the store. On 8/21/2024 when the purchase was made, the customer left the store with the shelf. On 8/26/24 when she returned for a price adjustment, the customer again left with the shelf. On 8/31/24 when the customer came in, she did not have the shelf with her and she made a purchase and left the store. Without more information, we are unable to verify that the customer left the shelf at the store. If the customer would like to provide a specific date and time that she believes she left the shelf at the store, we would be happy to continue researching this matter through video review.
  

• Initial Complaint

  Date:11/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hobby Lobby Offered 50% discounts on frames and paintings but they charged me full price at the register. They advertised in two ilse with numerous discount tags on the isles.

  Business Response

  Date: 11/19/2024

  The customer has not contacted us directly. We will reach out to the customer to get more information.