ComplaintsforHobby Lobby Stores

• Initial Complaint

  10/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered model kits from the company including: ******************************************************************************************************************************************************* *** **************************************************************************************************************************************************************** I did not receive those two models, instead they sent other models that they thought were equivalent. I called customer support and the person I spoke with stated that since it said "Assorted", they could send whatever they wanted. Considering the fact that every model on the website that I can find has "Assorted" in the description, I find this to be distasteful at best, and likely illegal and bait and switch or false advertisement. The associate stated that I'm "welcome to return them", but that would be at my cost of money and time. I find this to be completely absurd as I would need to drive several miles to get to the nearest location. I feel this was clearly done in an attempt to offload models that people aren't as interested in at full price. As such, I demand the business compensate me for the time, gas, and EXTRA money I'm going to have to spend to return the items. The business also needs to update their website to explain that ALL models are purely random and remove the multiple listings that make it look like you can pick which ones you want.

  Business response

  10/17/2024

  Dear Hobby Lobby Customer,
  
  We sincerely apologize for any inconvenience you have experienced with your recent purchase. Our records indicate that Order* ******** has items that are listed 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 represented in photo.
  
  We understand you are not satisfied with the assorted item you had purchased. If you would like to return the merchandise we will be happy to offer to a refund. Please review our return information provided online at **********************************. We are unable to offer further compensation.
  
  We value you as a Hobby Lobby customer and appreciate your business.
  
  Sincerely,
  Hobby Lobby Ecommerce Customer Service

  Business response

  10/24/2024

  Dear Hobby Lobby Customer,
  
  We apologize for any inconvenience you have experienced with your recent purchase. With our website correctly indicating the disclaimer 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. Hobby Lobby is not providing false information or advertising on the product.
  
  
  Sincerely,
  Hobby Lobby Ecommerce Customer Service
  

  Customer response

  10/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Explain to me how when you're advertising something called "Gundam Wing Zero" and not sending anything by that name how it isn't false advertising or bait and switch. If I said I was going to give you a $100 bill (style may vary) to pay for it, but only gave you a $1 bill, I'm sure you wouldn't accept that. According to your logic you'd have to, though. 
  Sincerely,
  
  **** *******

• Initial Complaint

  10/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a piece of art framed at Hobby Lobby which they held in there store for the standard 90 days. I reached out to see if I could get just a little bit more time which(******) granted an additional 12 days.(This was before my family in Augusta, GA was impacted by Hurricane Helene. I went to the store a day early to see if they were helping-- before I could finish my sentence of seeing if they were helping/offering additional time to pick up due to Hurricane Helene and trying to recover and get things back in place, she just flat out said no. I didn't ask her for anything to be discounted but she automatically assumed I was. As I continued my story she then went on to say that she had done all she could do without even speaking to the store manager to verify if that were true. Instead she suggested that they 'unframe' my picture. Like what???? When I asked to see my framed art as she was lifting it on the table she said she dislocated her shoulder so my fiance, being the gentleman that he is, proactively attempted to hold the piece of art so she could look at the receipt on the back, and then she told him not to touch it or take it off the counter as if we were going to run out the store and steal it. Then she called on another worker to come get our art..she would not allow us to carry our own piece (which has not happened before) and said it was store policy. Then as ******* was escorting us up to the counter he said, again, it's policy-- but nobody was able to produce such information. I then requested to speak to the store manager ****, whom I thought would have a bit more compassion and understanding but instead, just a blank stare with no compassion. As I'm explaining my story all she said was sorry and will talk to ******... then in a condescending way asked us how much more time we needed(again in front of a line of people) I initially asked to speak in private but that never happened.. This was the worst experience I've had and I want my $ back.

  Business response

  10/14/2024

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

• Initial Complaint

  10/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hobby Lobby is claiming an item was delivered with no proof and just the tracking number. I have a mailroom in my building and the package was left in the lobby.

  Business response

  10/07/2024

  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 Customer Service 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 without a unit number. 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. We offered to place a new order for repurchase, with the correct address, but the offer was refused. 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 don’t hesitate to ask. You are a valued Hobby Lobby Customer and your time and business are important to us.
  
  Sincerely,
  Hobby Lobby Ecommerce Customer Service

  Business response

  10/14/2024

  Dear Hobby Lobby customer,
  
  Thank you for your response. The shipper stated that the package was left in a locker/storage/mailroom location which is considered a secure delivery area. This is not considered an error on our part as we are unable to know if the shipping address provided on a customer’s 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.
  
  Sincerely,
  Hobby Lobby Ecommerce Customer Service

  Customer response

  10/16/2024

  
  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.

  I offered proof there is a mailroom and that the package was not left in it. Hobby Lobby also lied that I "admitted to putting in an incorrect address". I accept the refund because Hobby Lobby doesn't deserve my money. 

  
  Sincerely,
  
  ****** ***

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've been shopping here FOR Many years, and I have never had this many issues with one transaction like I did the other day. 8/22/2024. I came into the store sometime in the beginning of august and shopped some sale items. I also shopped some items that were clearly marked 50% off. I decided to return them for store credit on 8/22/2024 and I told the lady at the counter I did not have my receipt. She called up a ***** girl and she was automatically rude. I told her I could find a receipt and lie about it, but I'm being honest and would just take store credit. She said she will look them up 1st if not she can give me 90% off the price of the original item. I said well that's basically one item because all still pulled up on the website. She then stated just because they are on the website doesn't mean anything. They are deleted on our end. the lady at the register and I both looked confused because that doesn't make any sense. The ***** got another lady and she pulled her aside and then she came back, and she said the same thing. This went on for about 30 minutes. Another manager finally came up and said I can only give 90% off because they aren't on the shelf. Now we have transitioned from because they are not on the shelf, I cannot get my money back. I truly believe if I was of any other color I would have gotten a refund on all items. I fully believe this was 100% discrimination on their end and I do not appreciate it. The items were ALL listed on the website. The items were just purchased from the store less than a month ago. Hobby lobby doesn't keep the same items for more than a month so them making the excuse because it isn't on the shelf they cannot give me my refund is not believable.im asking for a store credit of 166.95 and that is all the items i paid for in the beginning!

  Business response

  08/26/2024

  The customer has not contacted us directly. We have reached out to the customer to get more details so that we can review and address the issue. 

  Business response

  08/28/2024

  We informed the customer that the items she returned were discontinued from our inventory and began the clearance process in May of 2024, with the final clearance of 90% off being marked on August 12, 2024 for any remaining stock. I explained the non-receipted return policy. 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. I advised her that she was refunded correctly for her non-receipted return and the employee interaction was addressed with the appropriate personnel. There is no further follow up to provide.

  Customer response

  08/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I am writing to express my dissatisfaction once again with the recent 90% discount applied to items I purchased in early August. As per your policy, the lowest price guarantee should have resulted in a 50% discount, not 90%. Furthermore, I am certain that some of the items I purchased were not originally marked down by 50%. While I was willing to accept the 50% discount, the 90% discount appears to be an arbitrary decision made by your employees, which I find discriminatory and unacceptable. I kindly request a review of this matter and an adjustment of the discount applied to my purchases.
  It seems to me as the complaints continue to pop up on BBB is because hobby lobby does not want to take accountability for their actions. 
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Terrible management. I made a blank trip to the store to pickup an item in unsellable condition 30 min from my home. I placed a complaint. Store manager had an attitude and never apologized. She said that it’s the warehouse fault. Came today to pickup the item and the shorter lady Leyma or however it’s spelled was totally rude. She has the worst attitude ever! This location is awful!

  Business response

  08/22/2024

  The customer contacted us directly on 8/5/24 and 8/10/24 about the initial complaint. This initial complaint has been reviewed and addressed with the appropriate personnel. We have reached out to the customer directly to get more information on the additional comments and most recent interaction.

  Business response

  08/26/2024

  The customer contacted us directly with the initial complaint, which has been reviewed and addressed appropriately. We reached out to the customer about her most recent complaint to get more details. The second complaint has also been reviewed and addressed appropriately. There is no further information to provide and no further follow up. 

  Customer response

  08/27/2024

  
  Complaint: ********
  
  I am rejecting this response because: TERRIBLE CUSTOMER SERVICE!
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Saturday, August 17, 2024, at about 4:20pm, my son and I went into Hobby Lobby to buy feathers and while we were there, we noticed Wall Decor was on sale 50% off. My son and I had recently repainted his bathroom, and he was interested in the Gamer decor. We picked out 5 things--all located within the sign that said, "Wall Decor--50% off." When we went to check out, the sales associate rang up the first wall sign, and I noticed that it did not ring up at 50% off. I told her, "Oh. That was within wall decor. It should be 50% off." She checked the back of the sign, and she replied, "No. It's labeled "Gift." It's not 50% off." I replied, "But it's Wall Decor, located within the Wall Decor area, with a sign that says, 'Wall Decor--50%. It should be 50% off." She again told me, "No." I told her that this was clearly Bait and Switch, and I would like to speak to a manager. She called over a manager, and the manager told me that "Yes. It's in Wall Decor. With a Wall Decor sign that says 50% off, but the Wall Decor Sign is labeled, 'Gift' therefore it is not 50% off. Furthermore, people had been moving things around and things were in the wrong spaces, but it's labeled, 'Gift' and unable to be changed." I responded that this was the definition of Bait and Switch, and Hobby Lobby was guilty of very shady business practices.

  Business response

  08/20/2024

  The posted 50% off Wall Decor signage states, "Does not include Seasonal Department or items labeled Kitchen, Bath, Closet, Gift, or Your Price." 

• Initial Complaint

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to purchase back to school items for my child and my transaction declined 3 times according to their system. So I pulled up my banking information while at the register and informed them that the transaction did in fact go through deducted the money from my account and asked to get the items I paid for. The team lead said that the transaction will reverse itself within 24 to 48 hours. It in fact did not reverse so I went back a few days later to grab the items I could not leave with and they told me to wait another week. I have waited another week and the charge is not pending it went through, deducted money from my account, has not reversed despite what they told me and I did not get the items that I actually in fact paid for. It is very worry some that they decline transactions at the register and they still pulled the money out but won’t give me the supplies that I did in fact pay for.

  Business response

  08/19/2024

  We have reached out to the customer directly to get more information so that we can review and address the issue. 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a beautiful lamp at Hobby lobby about 3 months ago the second time I used it I could smell something burning. The plug and the outlet were melting turning black and heating up the wall I called my electrician immediately it was not the electrical box Definitely the lamp. So now it’s not just the loss of the lamp but out $150.00 for the electrician. Where do I go from here?

  Business response

  08/14/2024

  We have reached out to the customer directly to get more details so we can review and address the issue. 

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been shopping here for my wedding. I came into the store on 8/7/24 with floral and decor that I needed to exchange for an in store credit. I came in this morning around 10:45 am to exchange some other items I had left at home for an in-store credit. While standing in line a tall ***** man came in half dressed & was buttoning up a shirt. Low & behold it was the asst manager. The ***** older lady at the refund register was rude as can be. She asked me for my receipt, i told her i did not have it & needed to do an exchange or credit. I was going to buy more items right after & spent $233. She then proceeded to ask me when I purchased the items with an attitude as if I was trying to get one over on them. I told her I am not sure that its for my wedding & I didnt need them anymore. Never opened or broken the seal. She called over the asst manager. She told him that I bought them a long time ago & wanted a refund. That is not what I told her I was trying to do. He began to look on his tablet for each item. He proceeded to tell me that two of the items were no longer sold & he could only give me .39 cents for each. I paid full price for them 2.99 each & the price was on the tag & it wasnt my fault they stopped selling it. I also explained that I came in the other day & had no issues on this. He said well this is a new transaction with me here & I am not giving you full price back. He then proceeded to tell me that the Mr & Mrs wine glass set I paid 29.99 for are now marked down to 21.99 & he would only give me the 60% back on the 21.99 because they are on sale. I argued with him because the sticker was on the box & I actually paid 29.99. But with no receipt i would settle for the 60% of 29.99. The cashier asked what she should do & he said “just give it to her.” After we finished I asked what would they do with items they havent sold. Alphonso proceeded to tell me they would be placed back on the floor for the sale price. See attached document for rest.

  Business response

  08/12/2024

  The customer has reached out to us directly to address the issue and we are awaiting a response from the customer. 

  Business response

  08/14/2024

   The customer contacted us directly and we explained the posted 90 day non-receipted return policy: 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 have also addressed her additional complaint about the employee with the appropriate personnel. There is no further information to provide.

  Customer response

  08/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  there is additional information to provide. I still have not received a call from the district manager. I also have not received the refund I am due. Also how do I know anything was addressed without confirmation from the district manager. The person responding here is a customer service rep not a manager of any kind appointed to handle my concerns or needs. My complaint has NOT been resolved. 

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

• Initial Complaint

  07/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I received US ************** mail addressed to my husband who has passed away. I emailed Hobby Lobby asking them to remove my husband from their mailing list. Hobby Lobby responded stating "Our Direct Mail vendor purchases our lists from the post office" - please see 1st attachment. Hobby Lobby directed me to contact the US **************, which I did. The US ************** responded stating "The information that you were provided is incorrect. As information, Title 39 U.S.C., Section ***************************************************************************** lists of addresses." - please see 2nd attachment. Hobby Lobby is providing incorrect information to customers and this practice needs to stop.

  Business response

  08/07/2024

  Dear Hobby Lobby customer,
  
  We sincerely apologize for any inconvenience you may have experienced with removing your husband from our mailing list. We have requested that the address be removed from our database.
  
  We value you as a Hobby Lobby customer and appreciate your business.
  
  Sincerely,
  Hobby Lobby **************************

  Customer response

  08/08/2024

   
  Better Business Bureau:
  
  Thank you for sharing the response made by Hobby Lobby in reference to complaint ID ********. I find that this resolution is satisfactory to me.

  I find it amazing that once I contacted the BBB, Hobby Lobby suddenly states:

  "We sincerely apologize for any inconvenience you may have experienced with removing your husband from our mailing list. We have requested that the address be removed from our database.
  
  We value you as a Hobby Lobby customer and appreciate your business."

  Why couldn't they have simply taken care of my request instead of trying to push the blame to the US *************** which resulted in both my time and that of the **** being wasted? Shameful.
  
  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. ↩