Craft Supplies
Hobby Lobby StoresHeadquarters
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/18/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate 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 lobbyInitial Complaint
12/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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
11/23/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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
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
11/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
11/19/2024
The customer has not contacted us directly. We will reach out to the customer to get more information.Initial Complaint
11/19/2024
- Complaint Type:
- Billing Issues
- Status:
- BBB unable to locate business
11/18/2024 Store **** and the time was 4:11pm Total of my purchase was 89.81 I came in the store to grab a few things for my business and the cashier named **** * was acting really weird and rude towards me. I had many of the same things and she looked at each one as though I had placed a sticker on them that didn’t belong. I remain quiet and watch her continue to go through each item the same way. She even scratched at some stickers to see if it actually belonged on the item. I was upset but didn’t say anything because the person who was before also had items that I observed to be on sale and she didn’t treat her as she had treated me. What makes it so bad my last encounter with **** she treated me differently as well. I decided to not purchase one of the items that I had brought to the register. I told her that I had decided against buying that particular item . She was so focused on ensuring that I didn’t walk off or something like that with the item. She grab the item from me and after I paid she took the item and walked away. She didn’t even give me my bag of the items that I had payed for. I had to call her back to her back to the register so she could give me my items. I still remain calm although I wanted to cause a scene but I didn’t. No one she have experienced anything like that and to observe her treating others differently than she had me makes me feel as though I was being discriminated against.Initial Complaint
11/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I bought a frame on 11/05/2024. When I opened it the top 1/3 of the glass fell off cutting my finger. The glass was cracked from 1 end to the other which you could not see this before it was opened. I returned the store to exchange it and the assistant manager **** was very unfriendly and told me we don't sell damaged items and it cannot be returned or exchanged.Business response
11/11/2024
We have reached out to the customer directly to get more information and address the issue.Initial Complaint
10/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
see attached
Learn the proper way to frame
Business response
10/29/2024
The customer contacted us directly about this issue on 9/12/2024. The comments have been addressed with the appropriate personnel.Initial Complaint
10/15/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
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 ServiceBusiness 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 ServiceCustomer 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
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
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 ServiceBusiness 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 ServiceCustomer 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,
****** ***
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Customer Complaints Summary
108 total complaints in the last 3 years.
32 complaints closed in the last 12 months.
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