Complaints

• Initial Complaint

  05/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an online purchase may 5th, it was shipped may 6th but didn't arrive until the 19th, was told I had to wait for a refund. My package was lost in Kansas for 6 days no tracking. I ended up ordering on Amazon and got it a day for the hobby lobby package. I was in the **** ** store and was told by more than one person online purchases have to be done online, however I didn't expect to have to also pay for shipping. My 3 items were $17.97 and the shipping to return was $25. Its unacceptable. And they won't return my shipping , said its under $250.

  Business response

  06/01/2022

  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 2-3 business days to process your order. Delivery takes an additional 17 business days. Additionally, in bold font, we let customers know that all carriers are experiencing service delays and your order will likely take longer to deliver.

  
  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 Friday, May 6th, and shipped out of our facility the same day. The transit time for this package took 7 business days, as the carrier indicates the order was delivered on Tuesday, May 17th, at 1:44 pm.

  
  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 Ecommerce Customer Service

  Customer response

  06/01/2022

   
  Complaint: 17285838
  
  I am rejecting this response because:
  but as far as returning no customer should have to pay to ship back, also the local Hobby Lobby won't take online returns
  Sincerely,
  
  ***********************

• Initial Complaint

  04/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  on 4/16, several half off signs that were placed around the store that were misleading. For instance, a sign read half off wall frames in front of a ******* of frames. At check out the cashier said these were quick frames and not on sale. Hobby Lobby consistently does this kind of marketing, making it virtually impossible to tell what is on sale and what isnt. This is not the first time this has happened to us. Signage is often placed in misleading places where only part or a small fraction or sometimes none of the material is actually on sale. They hqve more misleading price informafion than any other store i know. Also, this was the Hobby Lobby in Lafayette not Kokomo (this store would not pull up on your menu). However, their practices are similar at other stores.

  Business response

  04/18/2022

  The ad, and also the sign in store, indicated 50% off Wall Frames and specified "poster, document, and portrait frames with glass." The quick frames do not come with glass, therefore are not a part of the specified sale. 

• Initial Complaint

  04/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  False advertising sign said 50% off wooden plaques but I was denied my purchase. I have pictures. I was humiliated and embarrassed because I told them the items I was attempting to buy were wooden plaques that could be sat on a table or on the wall. I was smirked and laughed at and denied my purchase. The person I was speaking with was ****** She asked ***** the manager and he said no to the 50% off to items that could be at on a table or hung.

  Business response

  04/12/2022

  We will reach out to the customer via email and see if we can assist them further. The photo of the sale sign is helpful, but we also need to know what the product was they were attempting to purchase was to determine if it would be a part of that particular sale. 

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought items from hobby lobby in which I ended up refusing and were sent back . I have since tried to follow up on my refund and they tell me the address in **** on the box is invalid . That makes 0 sense due to that was delivery address. Regardless I want my refund and they just seem to act like Im not getting it due to the address situation

  Customer response

  04/06/2022

  Yes I tried to have them resolve it thats why I uploaded you proof 

  Customer response

  04/08/2022

  No I dont have them . I mailed them to the address on their box 

  Business response

  04/12/2022

  Dear Hobby Lobby Customer,

  
  We sincerely apologize for any inconvenience you may have experienced. We have reviewed the notations on your order # ********. It appears that a full refund was issued on April 4, 2022. If you have not received the funds back to your original form of payment, please reach out to your financial institute.
  

  We value you as a Hobby Lobby customer and appreciate your business.

  
  Sincerely,
  Hobby Lobby Ecommerce Customer Service

  Customer response

  04/12/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 26-2022 I gave Hobby Lobby a rolled canvas( I bought it from www.dwallart.com for $400.00) to stretch it for me for $178.68 but after they did it and picked it up I noticed that it was improperly done, they tried to get it fixed but they we`re unable to do it properly for the third trial. Then they told me that they are not able to do it right because it`s an oversize(30X90 inches)...I thought that they are professional framing place and not going to learn how to stretch over size canvas. I would never give a $400.00 canvas to someone to learn. They gave me my canvas back damaged with cracks on the paint on multiple spots and expecting me to take it somewhere else to get it done. This canvas is now damaged and I am requesting them to get me a new rolled canvas that I will take somewhere else to get it stretched.

  Business response

  03/15/2022

  Please ask the customer to contact us at ***************************************************************** directly so we can gather more details to assist them. 

  Customer response

  03/15/2022

   
  Complaint: 16894658
  
  I am rejecting this response because: I tried to get this resolved with them but they ignored me. It`s very easy and simple the damaged my canvas and now they should get a new canvas that I can take somewhere else to get it stretched.
  
  Sincerely,
  
  *****************************

  Business response

  03/16/2022

  Upon doing further research, I found that the customer filed a claim with our ************************** and the claim was denied based on their investigation of the claim.  

  Customer response

  03/18/2022

   
  Complaint: 16894658
  
  I am rejecting this response because: They damaged my canvas and now they ignoring me and refusing to get me a replacement canvas in order for me to get it stretched properly somewhere else...seems like they do not care about their reputation just s******* people and still doing business.

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

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  HAVE CONTACTED THE ONLINE CUSTOMER SERVICE. APPARENTLY THEY ARE 2 DIFFERENT CUSTOMER SERVICE ***** THEY REFUSE TO SEND A RETURN LABEL AND REQUIRING I RETURN TO THE STORE. IF THE STORE AND ONLINE ARE 2 DIFFERENT THINGS...THEN WHY RETURN TO THE STORE. I DO NOT HAVE THE MEANS TO DO SO. THEY NEED TO PROVIDE ME WITH A RETURN LABEL AS I NEED TO RETURN MERCHANDISE. MISSING ***** AND DAMAGED *****. SOME ***** OBVISOUSLY WERE RETURNED BY ANOTHER CUSTOMER. THE PACKAGING IS NOT APPROPRIATLY SEALED AND THE ***** ARE DAMAGE. AS WELL AS THE ***** ARE NOT THE CORRECT COLOR I ORDERED. I NEED A RETURN LABEL AND A CREDIT TO MY ORIGINAL FORM OF PAYMENT. THIS SHOULD BE SIMPLE. AND THESE PEOPLE CALL THEMSELVES "CHRISTIANS"! MAYBE THEY SHOULD TREAT THEIR CUSTOMERS LIKE CHRISTIANS TREAT PEOPLE!!

  Business response

  03/08/2022

  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 were contacted about an issue with a partial order received and resolved this with a refund for the merchandise that was reported as missing. Our records indicate that there was a request to speak with management about our return policies. The notes indicate that the caller was given information in regards to our return policies, but disconnected the call after stating she was dissatisfied with our policy, and that the payment would be disputed.

  
  Further notations show a return label was sent to the email address on file on Tuesday March 1, at 9:32am, due to the complaints. Another call was noted on Monday,March 7, stating that the customer mentioned that the items received were damaged and that the return label was not received. It appears there was conflicting information provided and the claim was denied. At this time, we will resend the return label to the email address on file for you to send the items back to us for a refund.

  
  We value you as a Hobby Lobby customer and appreciate your business.

  
  Sincerely,
  Hobby Lobby Ecommerce Customer Service

• Initial Complaint

  03/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  February 18, 2022 transaction date ***** price Hobby Lobby I purchased 2 hair clips on February 18th. I never received the items in the time frame that was given. I contacted and all they said was I would receive the item March 5th (which is beyond promised time frame). At the point I no longer wanted the item because of the shipping time, and how long it took the item to arrive. They will no longer respond in regards to refunding me my money. I shouldn't be force to keep something and pay for something that took way to long to ship and don't want the item any longer. They never tried to help or come up with a solution, and now they are refusing to respond to my emails, especially since it still didn't show up by the later March 5th date they tried to promise me. I just want my money back for an item that wasn't received in the promised time frame! Thanks *****

  Business response

  03/08/2022

  Dear Hobby Lobby Customer,

  
  We sincerely apologize for any inconvenience you may have experienced. Your complaint has been reviewed. Please note that our shipping times are clearly advertised online for our customers to review. In our correspondence to you the email states:

  
  We want to get your order to you as quickly as we can. It takes 2-3 business days to process your order. Delivery takes an additional **** business days.

  
  Additionally, within the email and online a bolded statement reads:

  
  Please understand that all carriers are experiencing service delays and your order will likely take longer to deliver.

  
  Our records indicate your order # ******** was placed after business hours on Friday,February 18 and the carrier recorded delivery was made on March 7 at 2:44pm. We understand delays are very unfortunate, but we disclose this information and your order was received on the 11th business day. We offer expedited services that can be purchased and then the guarantee of a delivery date can be provided. Standard shipping services were provided on your order. Your request for a full refund for this purchase has been denied. If you're not completely satisfied, you can return your items within 90 days as set forth in the return policy. Our return policy information is provided online.

  
  https://www.hobbylobby.com/customer-service/shipping-info-returns

  
  We value you as a Hobby Lobby customer and appreciate your business.

  
  Sincerely,
  Hobby Lobby Ecommerce Customer Service

  Customer response

  03/11/2022

  I rejected this complaint because I still have yet to receive my item! It claimed to now be delivered which it never was. I checked with neighbors around me, and gave **** a few more days to see if it was scanned by mistake. I never received my item. Also the response they gave still doesn't add up to why I didn't have my item yet. I was told I would receive it by March 4th, then it was changed to the 5th I was guaranteed. When I still didn't receive it, then I was told the 7th which was the day it claimed to be delivered but still haven't received my item. I just want my money back at this point. This is ridiculous. They stop responding to emails as well when you point out any red flags or lies they have said in previous responses. I just want a refund and don't want to play these games with hobby lobby anymore. They obviously don't care about customer service or making sure what you pay for actually shows up. 
  Complaint: 16850922
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business response

  03/14/2022

  Dear Hobby Lobby Customer,

  
  We apologize that you did not receive your package.Our records indicate that the carrier completed the delivery on March 7 at 2:44 pm. We will open an investigation into this issue with them. We do take these matters very seriously. Therefore, we will let your local post office know that though they have recorded that your purchase was delivered to your address, there may be an issue since it was not received and a full refund had to be issued for this loss. 
  We trust our carriers to make the delivery within the timeframes advertised, and we disclose that there have been some delays. At this time, we will offer the refund back to your original form of payment.

  
  Our records indicate you contacted us to cancel and refund the order after it shipped, and before delivery was attempted. Please know that once a package is handed over to a carrier, we no longer have access to it, as it is in transit on its way to you. If a customer needs an order delivered by a certain timeframe, we do offer expedited services, and then a delivery date can be provided.

  
  We value our Hobby Lobby customers and appreciate their business.

  
  Sincerely,
  Hobby Lobby Ecommerce Customer Service

  Customer response

  03/18/2022

   
  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.
  
  Sincerely,
  
  *************************

• 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 **************************

*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. ↩