ComplaintsforHobby Lobby Stores

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased custom framing from Hobby Lobby for a travel poster. The framed poster was picked up at the ******************, store. When I got home with it I took it in the house. The glass was loose and rattled in the frame. When I picked it up to hang it the glass broke diagonally across the frame. I returned to the store with the broken frame. A junior employee in the frame shop took it apart and said it had been made incorrectly with insufficient packing. The glass was replaced and I was charged $120, which I paid. When I returned to pick up my other frames two weeks later I explained the situation to the store manager and asked for $120 of store credit. He refused, saying that once I left the store they took no responsibility for their work.

  Business response

  03/07/2022

  The store manager contacted the customer and offered a resolution that the customer was happy with. 

• Initial Complaint

  02/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 3, 2022, I ordered online 3 picture frames for $14.99 each, totalling $62.84, Hobby Lobby Order #********, paid via Paypal.All 3 frames were damaged on arrival, so I called Hobby Lobby ***************** They then emailed me a return form, which I completed. They also requested photos of the damaged frames. I provided photos with detailed explanation of the damaged areas.I requested replacement of the frames, since the items are no longer available at the sale price I paid. This seems a simple, common business practice, to issue a replacement--especially when they sent me damaged items and I cannot purchase new ones without paying a much higher price. The current price for these frames is now $39.99 each.The last representative I spoke with days ago said, "Don't worry, those frames go on and off sale every other week, so you can wait and buy them on sale again." I waited a week, but they did not go down from their last price rise of $19.99, but went up instead to the current price of $39.99.The amount of time and effort in doing my part to resolve this issue is outrageous. A very small, simple business transaction that could have been solved right away by sending me 3 replacements at no extra charge since they sent damaged merchandise. I do not think at this point that I should have to incur yet the further trouble of returning the damaged items, when I provided detailed photos, difficult and time consuming. Why was I expected to do this if they were only going to expect me to return the items and they could view it themselves? After repeated slow responses on their part to my emails and calls, with misunderstandings due to different representatives working on the case, I was finally told again when I called that I would have to return the items, using a prepaid return label which they never sent (or repeated glitches kept the label from coming through), and issued a refund. I still cannot get replacements for the damaged items.

  Business response

  03/02/2022

  Dear Hobby Lobby Customer,
  We sincerely apologize for any inconvenience you may have experienced. We have reviewed the notations on your Order # ********. It appears we have offered to take care of the issue by having the items returned for a full refund to be applied back to your original form of payment. We also sent two emails with the prepaid return label for the package. Which is our standard practice when handling a damage issue like this.
  Our records indicate that we received an email correspondence where you explained that it would be a hardship for you to return the merchandise since you used them for prints, already set with glass, and hung. At this time, we are not expecting the merchandise to be returned. A full refund has been applied to your original form of payment on February 15, 2022 at 3:55:12 PM CST. You may repurchase the items if you would like, they are regularly on sale for that same great price.
  
  We value you as a Hobby Lobby customer and appreciate your business.
  
  Sincerely,
  Hobby Lobby **************************

• Initial Complaint

  12/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order four 4 red charger plates. I placed an order for 4 because 4 is the number of a typical place setting at a table. Days later my order arrives with only 3 plates and a note that they ran out of stock. I went back to Hobby Lobby online, looked at the same item, same color and it stated they had in excess of 16 of the same plate in stock. The first problem I have is someone in customer service should have emailed and said the entire order couldn't be filled and would I like to cancel or proceed? What am I supposed to do with 3 plates at a table for 4? It doesn't work. I emailed customer service and explained that the plates were showing in stock and could I pay for 1 plate plus tax but have it shipped to be for free, because it's not my fault they shorted me. Customer service was not helpful, just reiterating it wasn't in stock and that I wasn't charged. I am wondering if they short people's orders on purpose forcing them to place additional orders and pay the outrageous shipping cost twice. Attaching a screen shot showing plates are in stock and were showing in stock the day my order arrived as well as day of this complaint.

  Business response

  12/07/2021

  Dear Hobby Lobby Customer,
  
  We sincerely apologize for any inconvenience you have experienced with your Order # ********. Our records indicate that at the time your order was being submitted, the Red Plate Charger was in stock. Due to multiple orders being submitted at the same time for the same item, unfortunately, when your order processed the item was no longer in stock.  The item was removed from the order and you were not billed for the item. We have included a copy of the orders invoice to highlight that only the items you received were charged to you, at that time. I sincerely apologize that you did not receive any updates on this order. We have detailed order processing information for customers to review, to which this scenario is explained online in our **************** Privacy and Terms section.

  
  If you have any additional questions or comments, please dont 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 response

  12/07/2021

  
  Complaint: 16201251
  
  

  I am rejecting this response because: Their response of read the "privacy and terms" which they know is not the easiest thing to find, is just another way for them to honor their horrible customer service and lack of cutting edge technology for their website. That's all fine. I won't shop there again and will go to better run sites even if it means paying a little bit more for the items. A true business who cares about their customers would never want to actively lose customers, and their BBB reviews page is growing and growing with other people who have had issues. Nothing to be proud of Hobby Lobby. I reject the response but acknowledge it's pointless to argue any longer against a corporation that relies on obscure terms that says we can mess up your order, give you no recourse for that, and as soon as you press order, ha ha. And I don't know how many times I had to physically state I never said I was charged for something I didn't receive. If that was the case I would have asked for a refund. I wanted a replacement of what was showing in stock the day my order came but even that simple task couldn't be accomplished. Again, bought a whole other COMPLETE set at ********* and received already in the time in took Hobby Lobby to say, hey go read the private and terms section.
  

  
  

  https://www.bbb.org/*****/*************/profile/craft-supplies/hobby-lobby-stores-0995-9000622/customer-reviews
  

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

  Business response

  12/10/2021

  Dear Hobby Lobby Customer,
  
  Thank you for your feedback regarding our website.  If you are not completely satisfied with your purchase you may return your items to us within 90 days. You may also return your items to your local Hobby Lobby Store.
  Please visit https://www.hobbylobby.com/returns for return details and instructions on how to send your order back.

  
  Sincerely,
  Hobby Lobby Ecommerce Customer Service

• Initial Complaint

  11/23/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a product online that clearly says "embroidery thread box" Embroidery Thread Box Embroidery Thread Box. When I received it today it calls itself a "Sewing storage box", and is a box for storing sewing thread. I phoned the customer service line and explained the situation and she immediately gave an explanation that led me to believe she had had calls like this before on this item. She told me there was nothing they could do. i advised that this was clearly false advertising. She referred me to the product description where after the first sentence it went on to speak about sewing thread storage. I don't believe you should have to read the small print in order to find out what the product is. It clearly says embroidery thread box. There is a great difference between sewing thread and embroidery thread!!! I even ordered it WITH embroidery thread in the order. If I order a toilet I wouldn't expect to get a cat litter box because I didn't read the small print!!

• Initial Complaint

  11/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a Christmas Tree for my mother in law on 10/10/2021 from Hobby Lobby. It was delivered in a timely manner. Today, about a month later, she opens it up and there is no tree stand. I contact Hobby Lobby and they tell me I will have to return the tree and buy a new one. I explain that this tree was shipped to my mother in low about 90 minutes away. They told me that was my only choice. I logged in to my account online and filled out a complaint form. Their solution is to send me a pre-paid label where we have to box the tree back up and send it back to Hobby Lobby. Once they get it, they will refund my money and I can order a new tree, with the hopes that they will send everything they are supposed to send. They tell me that they cannot send "just a tree stand without a tree." Well, they sent a tree without a tree stand, so why can't they send me the tree stand. I'm not going through all that hassle for them. They need to fix what they messed up. This is in regards to order number ********.

  Business response

  11/16/2021

  Dear Hobby Lobby Customer,

  
  We sincerely apologize for any inconvenience you may have experienced. The notations on your Order # ********,indicate that we received an email correspondence in regards to the missing piece on November 11, 2021, and a **************** Representative replied to you promptly the same day. It appears we have offered to take care of the issue by having the item returned for a full refund to be applied back to your original form of payment.  We also sent a prepaid return label for the package. Which is our standard practice when handling a manufacturing issue like this.

  
  We understand you are unable to return the merchandise and that you are requesting that the missing piece be shipped to you. This item does not get manufactured by Hobby Lobby and we do not have the piece you are requesting.
  

  At this time, we are looking into other options for you,and we will email you today to offer a resolution. We value you and appreciate your business.
  
  Sincerely,
  Hobby Lobby Ecommerce ****************

  
  

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited the ******* Store on 11/9/2021 and purchased a pink Princess ***** that was tagged $49.99 but on the shelf marked 50% off. When I went through the checkout line I was informed that the merchandise was not 50% and that it was put in the wrong place by an employee and shouldnt have been in that aisle. I then asked for a manager (Mykala) for her to honor the 50% off and she refused to do so. There were several Pink Princess *****s placed there and I should get the 50% off because of the signage.

  Business response

  11/11/2021

  Please have the customer contact us at ***************************************************************** with the product details so that we can look into this further. 

  Customer response

  11/12/2021

   
  Complaint: 16118236
  
  I am rejecting this response because I already sent a email to that address with no response back from the business and I want to resolve it here on this platform to ensure that it is handled properly and in a timely manner.
  
  Sincerely,
  
  ***************************

  Business response

  11/12/2021

  We received an email from the customer today at 7:54 a.m. and a response was sent at 10:19 a.m. explaining our Home Dcor sale and also provided the company's price adjustment policy.

  Customer response

  11/16/2021

   
  Complaint: 16118236
  
  I am rejecting this response because they still haven't addressed the refund for placing the item in the wrong location that showed all merchandise in that area to be 50% off.
  
  Sincerely,
  
  ***************************

  Business response

  11/17/2021

  As it was already explained to the customer, all of the merchandise displayed was not on sale. The signs list what specific categories are included in the sale. The item the customer was referencing was not a part of the listed sale. 

  Customer response

  11/22/2021

   
  Complaint: 16118236
  
  I am rejecting this response because: Their employee made a mistake and placed the items in an area that was not on sale and Hoppy Lobby should honor the sales price of 50%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. ↩