ComplaintsforHobby Lobby Stores

• 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 **************************

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/28/2023 I brought in a very valuable 19"x25" painting purchased on a recent trip to *****. Knowing that Hobby Lobby has a great reputation for its lovely picture frames and customer service, we trusted them with this very cherished piece. We left the painting with a sales associate ************** On 1/11/2024 at 424pm we returned to pick up the framed painting only to find our painting was damaged due to mishandling. The painting was damaged with deep crease and wrinkles. When it was brought to ******* attention he gave me a very negative attitude and was extremely rude and said he would give a discount on the frame. The frame was ****** and offered to give a mere discount of 13.98$ No apology offered and his mannerism was abrasive, rude and condescending. The manager was called to have a discussion of this situation explaining how ******************* behaved. The manager apologized for ******* behavior and gave me slightly better discount off the frame.

  Business response

  01/18/2024

  The customer has not contacted us directly. We will reach out to the customer directly to get more information so that we can address the issue. 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered Christmas gifts from Hobby lobby and two separate occasions. The first order got sent back because the carrier tried to say I moved even though I still live exactly where I gave them the address. The second order never arrived and now Hobby lobby is refusing to give me a refund. It was not delivered to my house or to my neighbors. my sister lives on one side of me and my mother lives on the other side of me and neither received my package. Hobby Lobby is not refusing to give me my refund or resend the order even though I have given them pictures and proof that nothing was delivered. Order number. ********

  Business response

  01/22/2024

  Dear Hobby Lobby Customer,
  
  Thank you for your recent order # ********. Our records indicate that this order was submitted online by the customer. We have reviewed the order details and the notations state that our **************** Representative spoke with you about the address issue. The notes indicate that the customer admitted that they entered in their shipping address incorrectly.The Representative noted that the customer explained the order had been submitted with the wrong house number, the customer mentioned the portion of the address that was input incorrectly was, ****, and the customer meant to input ****. Our carrier confirms delivery to the address entered during checkout.
  
  The mistake occurred at the time the order was submitted.The order was submitted with incorrect shipping information provided by the customer. The package is not considered lost and we are unable to open a lost package investigation with our carrier. You may try to retrieve the package from the address it was delivered to. We urge our customers to fully review their order details before submitting their order.
  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 ****************

  Customer response

  01/22/2024

  
  Complaint: ********
  
  I am rejecting this response because I never said the order was placed with the wrong address as ***************** is my address and **** is my sisters address (she lived right next door to me) so either address is correct and valid, however there has been NO package delivered to either address. I have also checked with other neighbors and no one has received a package with my name on it. This package was not delivered at all to anyone on Lexington rd. 
  
  Sincerely,
  
  *************************

  Business response

  01/25/2024

  Dear Hobby Lobby Customer,
  
  Our records indicate that your order was shipped to the address submitted on the order. 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. If you feel you were a victim of theft, you may bring this to the attention of your local authorities.
  
  
  Sincerely,
  
  Hobby Lobby **************************

  Customer response

  01/30/2024

  
  Complaint: ********
  
  I am rejecting this response because the order was not delivered to my address that was put on the order at check out. My neighbors (who consist of my sister and mother) also did not receive this order. I have cameras outside and can provide footage proving that NOTHING was delivered to the address on the order. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to the ******, ***** Hobby Lobby **** *******************, ******, ** this morning at 9AM. I went to Framing. No one is available in framing. I rang the bell. No one came so I tracked down an employee. She called ***** the store manager. ***** said no one would be in Framing till 10am. The store opens at 9 AM. ***** 'The store manager" would only talk to the employee. She never addressed me even though I am standing right there. The employee asked if She (*****) could help me. She said no. Framing will be in after 10 and walked away. The employee asked what about him and as she was walking away she said after 10. I have never seen such unprofessional and rude service. I had to come back after 10AM. I left work and came back. **** in Framing said I had to leave them and he would call me. I usually wait and they are done right while I wait. I left and **** Called me and said they were ready. I went into the store and picked them up. I have spent over ****** in the last 4 months getting prints and posters foam boarded. They always give me the ticket and let me go pay. Today **** said he had to walk me to the registers. He walked me up there and then he and the cashier whispered to each other. It was weird and uncomfortable. ***** never apologized. **** and no one from the store ever apologized. I was not offered an apology, a discount , etc. This is incredible. This is a ****************** Really? After spending all this money on Foam boarding and frames with Hobby Lobby I would expect better. I have shopped at this store weekly for over 10 years. I will never shop at this store again. Amazon or *******'s from now on. With the ***** today I am around ****** for 4 months as I buy frames, art supplies, etc. in addition to the foam boarding. I should have been given a discount and apologized to. The rude and unprofessional service and waste of my time is inexcusable. A refund and / or major discount is needed here. Horrible service. These are Biblical Principals??

  Business response

  01/16/2024

  The customer reached out to us directly on the first portion of the complaint and it has been addressed. We will reach out to the customer directly to get details on the additional complaint. 

  Customer response

  01/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: They did reach out to me. **** from ***************** I was just told they will talk to the employee. She said they do not give compensation. A christian ******* ripping people off. If they will not give at least a 50% discount then allow me to return the items fr a full refund. 
  
  Sincerely,
  
  ***************************

  Business response

  01/18/2024

  We have addressed the issue and have offered the customer the only option for resolution according to our company protocol. We have no more information to provide. 

  Customer response

  01/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  This Good *********** ******* is full of liars. So I was told by ****************************  a customer service rep there at ********************************************* I could return them. She sent me receipts. Then ****************************  turned the case over to *******************   who is Director of Investigations ********************** at Hobby Lobby. He is either in ******** at the corporate office or in **************, ********. Not sure .  I think he works at the Hobby Lobby ***************** So ******************* says I can't go into the store to return them.  Between ***** **** and **** Nothing has been resolved. These are the most pathetic and *********** people ever. I simply wanted to return ***** worth of the purchase. First I am told I can return the items and then I am told I can't return the items. Hobby Lobby should NOT be identified as a Christian *******. NO nothing is resolved.

  Sincerely,
  
  ***************************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hi yes my name is *************************** and I placed the order on December 31st for a total of 7 iron on cloth letters for my daughter's birthday party. I received that my order was processed and shipped last week and that it would be delivered last week. The delivery dates keep changing. I called hobby Lobby since that was the place that I ordered it from. I was then informed that as long as the shipping processor scans the label Hobby Lobby is unable to do anything Until the package is not scanned anymore. and at that point they have to wait 5 additional days before they can start to process a refund or to consider the package lost. My daughter was due to have a photo shoot on Thursday for her birthday and now we have an outfit that is undone due to the fact of Hobby Lobby's shipping. I was then told by one of Hobby Lobby's associates that it's on the Carrier and like I explained to her I didn't order this product from the Carrier I ordered it from hobby lobby and it should be you all's duty to keep your customers updated with the shipping information. I'm not doing this to ask for a refund or anything like that I'm doing it because I wanna let other customers know and also the supervisors of this company that the shipping that you guys do needs to be re-edited brought back to the table and done over again because this is unacceptable for customers to pay for a product and just don't receive it and your response to that is will we just have to wait that's unacceptable.

  Business response

  01/12/2024

  Dear Hobby Lobby Customer,
  
  We sincerely apologize for any inconvenience you may have experienced.
  
  Our standard delivery timeframes are advertised online for customers to review, and they state: It takes 1-2 business days to process your order. Delivery takes an additional 34 business days. Additionally, we let customers know that  some orders may require an additional business day to process, and some locations can require 5-7 business days for delivery.
  
  We have reviewed the details and transit times for your recent order #********.
  
  It appears that the delivery date was within the shipping timeframe we advertised online.The order was placed on Sunday, December 31st, and shipped out of our facility on January 4th. The transit time for this package took 5 business days, as the carrier indicates the order was delivered on Wednesday, January 10th, at 10:24am.
  
  We trust our carriers to make the delivery within the timeframes advertised, and we disclose that there have been some delays. We do offer expedited services, and if a customer needs an order delivered by a certain timeframe, then a delivery date can be provided.
  
  We value you as a Hobby Lobby customer and appreciate your business.
  
  Sincerely,
  
  Hobby Lobby **************************

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Transaction 11/29/23 Hobby Lobby Store #*** Christmas tree topper $16.30 bought that day shorted all of my Christmas lights.I filed an incident report with the *********** store manager, ******. ****** told me that another customer in the La Mesa store had the same issue and her Christmas lights shorted as well. ****** encouraged me to contact customer service. ************* from *************** offered $250. $200 for the lights that the defective tree topper damaged and $50 for my time and inconvenience of having to drive back and forth to the store. ************* would not address the reason why the tree topper was still being sold in store after another customer's property was damaged. She would not respond to that question. She did not send the money. Nothing has been settled. I have everything in emails. ****** from customer service reached out initially. She refused to address the fact that another customer's lights were shorted. ****** was defensive and rude. I've reached out to ********************* and ********************* via email and linked in. I have had zero response from anyone regarding those emails and messages.I have pictures as well. *** ************************* has all pictures and incident report. She works in ***************. She's a Liability Adjuster ************ Shameful that Hobby Lobby has such a poor rating when they brand themselves as a ******************

  Business response

  01/02/2024

  The customer reached out to us and we have directly addressed the customers concerns with her from here at the corporate office.

  Customer response

  01/05/2024

  
  Complaint: ********
  
  I am rejecting this response because they did not address my concern as to why the Hobby Lobby *********** Store Manager, ******, told me that another customer had the same thing happen to her with a tree topper that she bought at the La Mesa store.  ****** told me to contact corporate.  She stated, "We are a ****************** They will take care of you.  I don't know what they did for the customer but they will take care of you." 1) I want to know why Hobby Lobby continued to sell the tree topper when corporate new that a tree topper shorted out a customer's tree lights. 2) ************* did not ask for my address in order to send the $250 that she offered.  ************* never responded to my email.  ************* ignored my response to her offer.  I haven't received any compensation.  I haven't even received a response. Hobby Lobby did not "address the customer's concerns."  Nothing has been addressed or resolved.  I'm shocked that I'm having to communicate with Hobby Lobby through the Better Business Bureau.  I've never filed a complaint.  Every other corporation that I patronize has decent customer service and communication.  I'm beyond shocked and disappointed with Hobby Lobby.  

  
  Sincerely,
  
  *****************************

  Business response

  01/09/2024

  The matter is still being investigated and we will respond directly to the customer once we have completed this investigation.

  Business response

  01/16/2024

  The matter is still being investigated and we will respond directly to the customer once we have completed this investigation.

  Customer response

  01/19/2024

  
  Complaint: ********
  
  I am rejecting this response because I don't trust the Hobby Lobby will respond directly to me.  I want them to respond to me through this process.
  
  Sincerely,
  
  *****************************

  Business response

  02/07/2024

  The customer was mailed a letter from the corporate offices on 1/17/24. The customer has not responded. 

  Customer response

  02/09/2024

  Hobby Lobby did not send a letter.  I havent received anything in the mail, nor a phone call, nor an email.  Why did you close the case?  Please ask them to put the letter in the BBB communication message.  Hobby Lobby is lying.  I went to the BBB to help me.  Im frustrated that you closed the case.  Hobby Lobby did nothing to remedy this situation.  You should have given me the opportunity to respond.

  Customer response

  02/13/2024

  Hobby Lobby did not send a letter, or email or phone me.  They lied.  Please dont close the case.  The whole reason I went to the BBB was to help me to get them to communicate.  Please ask them to put the letter in the message.  I have nothing from Hobby Lobby.  If this isnt resolved the BBB process is for nothing!  What is the purpose? Or let me respond to their message.  I reached out to you about a week ago because I hadnt heard anything.  The said they sent the letter a while ago.  That is simply not true. For total transparency, I should be able to respond.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bought three garlands from hobby lobby on 12/19/2023 and returned them on 12/22/2023. But was charged again on same day. for them according to my banking information $65.49. The items without the sales tax of seven percent is $61.20. So at this point in time I dont have *********** but am out $65.49. Since this was charged through a credit card without my permission they would be guilty of credit card fraud.

  Business response

  12/27/2023

  The customer contacted us directly and was informed that the only transactions our records show are the original charge of $183.26 on 12/19/23, and his refund of $65.49 on 12/22/23. We explained to the customer that our records do not show any other transactions or charges on his card. We referred him to follow up with his bank/card company for further assistance.. 

• Initial Complaint

  12/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ordered a $100 gift card back in late November. The banner on their website stated free shipping on orders of $50 or more. There were no exceptions stated, nor an asterisk to lead you to exceptions, nor links, nothing to say there are exceptions. At the end of my order I see a shipping charge of $1. While you can say it is only $1, it is false advertising and Im sure those shipping dollars add up. I wanted them to honor their promotion, but my evidence was ignored and their documentation of where it was stated that gift cards were not eligible was never evident nor provided. Two emails sent to Hobby Lobby CS. First HL reply was: Hello, ****. you for contacting us. I have located order # ******** and see that the gift card is not eligible for free shipping therefore you were correctly charged shipping.My reply:Please look at your banner on the attached screenshot. It states orders over $50 ship free. It does not state there are exceptions, no asterisk to direct you to any exceptions. Please honor your offer of free shipping on orders over $50, without exception.Second HL reply:I have provided a hyperlink to this email where it can be located stating Gift Cards are not eligible for free shipping. With that statement we cannot assist with the $1.00 refund.******************************************************************************************************** My reply:Your hyperlink says nothing about gift cards being charged for shipping. All I find is a statement on how they will be shipped under "Shipping Charges and Methods" which states "Gift Cards are mailed via **** 1st Class Mail and can take up to 10-business days to be received. Gift Cards are also subject to carrier delays due to high mail volume". Link was not noted/directed to in the banner offer, but even that is moot because it does not say that gift cards are exempt from this free shipping offer!? Had my fill of nobody looking at my screen shot of your offer or reading my emails. Will contact the BBB.

  Business response

  12/28/2023

  Dear Hobby Lobby Customer,
  
  We sincerely apologize for any inconvenience you have experienced with your recent purchase. It states on the Gift Card product page and as well at checkout that there is an additional shipping charge of $1.00; when it states this on our website, that means the item is not eligible for free shipping. This information is provided within our Shipping Time page for customers to review prior to submitting an order. Gift Cards are not eligible for free shipping. I have included the link to where to find this information.********************************************************************************************************
  
  We understand that you may have overlooked this detail. We value you as a Hobby Lobby customer and appreciate your business.
  
  Sincerely,
  Hobby Lobby **************************

  Customer response

  12/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: I am rejecting this response because: The referenced/provided link does NOT say gift cards are ineligible for free shipping. As stated in my previous correspondence to you the link you gave me only states:

  
  "Gift Cards
  Gift Cards are mailed via **** 1st Class Mail and can take up to 10-business days to be received. Gift Cards are also subject to carrier delays due to high mail volume."

  
  Has any of your staff even looked at the page this link takes you to??? Where on this page does it state gift cards are not eligible for your free shipping offer???
  
  Again, your banner also says nothing about gift cards being ineligible for the free shipping offer at any price. Banner is even seen at the top pf the page on my final invoice after charging $1 shipping!?
  
  Sincerely,
  
  ***********************
  
  Sincerely,
  
  ***********************

  Business response

  01/02/2024

  Dear Hobby Lobby Customer,
  
  We have tested the ******************************************************************************************************** link that was sent in the response and it does go to the correct page on our website.I have provided a screenshot of the information.
  
  Our banner does not provide information about what items qualify and what items do not qualify for free shipping. The additional shipping charge is located on the product page. It also states this on our checkout page. I have provided screenshots of that information as well.
  
  Sincerely,
  Hobby Lobby Ecommerce Customer Service
  

  Customer response

  01/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: Link was not provided to qualify the offer and one of the attachments supplied by Hobby Lobby in their last reply says it is a processing fee. They are now changing what it is called. 

  Uncle, I now understand they will never be at fault particularly when links are provided after the order and the shipping charge is now called a processing fee.

  Won't be going back to their site.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hobby lobby had a display of tumblers and kids cups by the front of store. There was a sign on each side that said 40% off. Upon going to the register the lady goes oh these are as marked not on sale without me even saying anything. I then pointed out the sign. To which another rude cashier said no. This is just a sign for other stuff. I said then it shouldnt be placed there because if that stuff isnt in sale its false advertisement. They were complete rude in front of my kid. I ended up buying the item for my kid because I argued enough. They are scamming and falsely advertising.

  Business response

  12/18/2023

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

  Customer response

  12/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Hobby lobby refused to honor their sign. 
  
  Sincerely,
  
  ***********************

  Business response

  12/20/2023

  The items the customer purchased are labeled as "Your Price" . The signage and ad posted states, No coupons or other discounts may be applied to Your Price or Reduced items.

  Customer response

  12/21/2023

  
  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 as they provided partial refund for the items that were labeled as being 40% off. 
  
  Sincerely,
  
  ***********************

*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. ↩