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
08/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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
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
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
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
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
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,
*****************************Initial Complaint
07/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Date of Transaction: 79/2024 The amount of money you paid the business ***** What the business committed to provide you - 30% off Wearable Art what is the nature of the dispute - vendor did not honor sales price as advertised in the store, on the store signs, & on the website.whether or not the business has tried to resolve the problem. I asked both the cashier and the lead person why the item which was marked wearable art was not 30% off and she stated that she was not responsible for the signs in the store and there was nothing she could do about it.If the issue involves advertising, when and where the ad was seen or heard. Web site advertisement states 30% off Wearable Art (eg. T-shirts, hats, items you would decorate with fabric markers, etc). Flyers inside the store, signs in the store next to the items.The store only honored the t-shirts purchased but not the other items clearly marked wearable art. see receipt and photos of items clearly marked wearable art on the cardboard hanger.Business response
07/12/2024
We have reached out to the customer directly to explain that SKU#*******/Light Pink Basic Tutu - 12 Months-5 Years and #*******/Light Teal Basic Tutu - 12 Months-5 Years were not included in the **shirt sale for our *********************** at the time of her purchase.Initial Complaint
05/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I visited Hobby Lobby Store #*** on 4/23/24. I purchased 12 floral picks at $2.99 each. I didnt realize I was overcharged until today 5/17/24 when I went in to return the items. On the day of purchase I told the cashier I had 12 total picks at $2.99 each. I placed half of them on the counter as the other half were in my cart in the wooden boxes. When I placed the wooden boxes on the counter the cashier must have rang up the other half of flower picks that were in the box. The cashier also charged me full price for a wedding item that was supposed to be 40% off. I took care of that price adjustment in store already. I only had 12 flower picks in total and I returned them all today. I asked what the 6 x $2.99 charge was and management checked the cameras. It shows I have two separate bunches of the same flower picks. Yes, I did have two separate bunches of the same flower picks on the counter but I only had 12 total not 18. They didnt want to refund me for the 6 I was overcharged for.Business response
05/22/2024
The customer reached out to us directly. We are addressing the issue and the customer will be refunded for the error.Customer response
05/22/2024
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.
Sincerely,
***************************Initial Complaint
05/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
- Date of transaction: I ordered a picture frame and mounting on April 15, 2024.- Amount of money paid: The price for the picture frame, backing, and mounting is $42.00.- What they committed to do: They told me it would be ready tomorrow and that they would call me.- Nature of dispute: The employees behaved unusually, they pretended to not understand what I was saying and put me under pressure. I suspected misconduct and deception. Felt endangered as I left the building and will need support to go back to buy the picture comfortably. - Have they tried to resolve the problem? They have not tried to resolve the problem; they have not called me.- Account : No account / Order # ***************** / Tracking # Not available.Business response
05/16/2024
The customer has not reached out to us directly. We have reached out to the customer to get more information to have the issue reviewed and addressed.
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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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