Hobby Lobby Stores
Reviews and Complaints

Tonight at approximately 6:15 pm I was shopping at my local Kokomo Indiana Hobby Lobby and I had the worst experience I have ever had with customer service at a store. Please hang in there with me as I attempt to recall the details to the best of my ability. I really need to be heard and I believe that the details of this situation are very important. I was shopping in the store this evening and as I was walking through the isles I noticed there were no sales signs so that I could tell what was on sale for the week. I was all the way in the back of the store so I headed to the front to grab an ad and was reading it when a cashier named Caren was at an unopened register and asked me if I had a question so I asked her nicely why all of the sales signs were taken down so early and asked if it was maybe because employees can't work late possibly and she looked at me very seriously and said with a straight face...we don't want to work late. I was kind of taken back but I know different people say things differently. Then a man walked up and she said here is the guy you need to talk to. His name was Josh and his name tag said co-manager, so I asked him the same question...wondering why the signs get taken down so early (new sales signs weren't up for the upcoming week, there just weren't any signs). He started to tell me something when Caren interjected as she tossed her hands in the air that it was only 2 hours until the store closed. This made me feel like she was really minimizing me. So I tried to explain that it just seems strange to take the signs down so early and customers then have to go find an ad like I did and was really just trying to give feedback. Josh then said to me ...to be honest no one else has ever complained to me about this. This really minimized me even more...it was a simple question and i didnt feel like I was complaining and by this point I had a lump in my throat. If it's just the policy to take them down early thats all that needed to be said. I need to add that neither of them were talking very nicely to me in their tone. So I said to Josh ...it's hard to believe that no one has ever asked about the sales after 6pm on a Saturday night. He was very smerky and condescending and I asked if the manager was here, that I didn't like the way he was talking to me. This was crazy to me...it was a simple question thay I asked really nicely. I am being completely honest, he said right back to me "well I don't like the way you are talking to me"...wow, I was shocked. He then said the manager isn't here so I am the manager. I asked for the manager's name and number and he said it's Amber and it's the store number. I think I said something like this is unbelievable. Before I could say anything else he said again very smugly...would you like the number for customer service and I said back how about corporate office. He walked around to the counter behind the one we were at and started to look up the number and Caren who was still standing there said to me...I don't think he did or said anything wrong. This only made the situation worse so I looked at Josh and I decide to try to deflate the situation and said I am really sorry this all went this way. I said the comment about me being the only customer who has an issue with this just wasn't necessary. He then said without ever looking up from the paper he was writing on that I shouldn't have called him a liar. I said back that I never called you a liar and that this was unbelievable. By this time I was shaky and just shocked. I then said to him that Hobby Lobby is a christian store and was he a christain and he paused and said actually yes I am...again without ever looking up at me as he was still writing the information down. I said to him that I was a christain too and that I would never talk to someone the way he had talked to me and he handed me a small slip of paper with his name and a phone number and said kind of loudly and sarcasticly that he hoped I had a good evening and I said back no I don't think you do. I walked away dazed and confused. It has been several hours since this situation occured and I have been really heavy hearted. Honestly I feel almost traumatized and definitely know I will not be able to go into that store again because of this. I am heart broken. I love to create and decorate and I have been a loyal customer for a very long time. I already feel forgiveness towards Josh and Caren but am very hurt. I don't know what I could have done any differently to have avoided this situation. I finally gathered that I must have offended Josh when I said I found it hard to believe I was the only person who was confused by lack of sales signs and I don't know how on earth he interpreted that into being called a liar. He was like talking to a child honestly..quick comebacks and no filter. I don't think this is acceptable. I am just a 44 year old mom and wife who went to her happy place tonight for a few moments of girl time and left shell shocked. As a veteran of the United States Air Force I don't believe in jumping chain of command when there is a problem but this situation was just too much for me to wait and hope to address next week at store level. This isn't my first bad encounter with customer service at Hobby Lobby Stores sadly and my friends and family have had a lot of unfortunate experiences as well. This is so sad for a store that gets to represent christianity at a very public and national level. It is my prayer that my comments will be read and addressed and I will be followed up with. Sincerely, Heather Tomlinson. My email address is [protected]@gmail.com and my phone number is [protected]. I left a message at corporate office tonight at 6:25.

This is a very large craft store with lots of employees. The store has a great selection and great prices. It is sad to say that the customer service is not great. I don't know how to make a bow so I ask if someone could help. I was told there was someone there but she didn't have time. I decided to look on YouTube and was surprised to see how easy it was to make a bow and doesn't even take long. Going out of the way to please does not happen in this store:(

I was in your store this afternoon 9/23.
I had a return and when I walked up to the return registers they were closed. There was a sign that said “lane closed” and nobody was around, fine. However there were two registers open so I picked one. The lines were long, again fine. I waited in line for 27 minutes, i noticed while in line that there are several employees that weren’t doing anything. Irritating but I don’t know their job description so that’s fine too.
What really got me was this, it’s finally my turn. I get up there and I tell the lady that I have a return and I wasn’t sure where to go because the return line is closed. She says okay I can return this. Another employee overheard and tells her no you can’t. She calls a manager at this point. Who does not rush to help. Ten minutes it takes her. My cashier explains that I have been waiting for a long time. She says not to me but to the cashier. Returns are line 3 and walks away. She says nothing to me. Are you kidding?! I walked out and honestly, with that kind of customer service from managers, I will not be back.

My supervisor deleted my hours worked. I was verbally told I would be paid double time if I worked on my day, which was after Labor Day. I went to my supervisor today because I did not see these extra hours on my paycheck. He stated he would look in to it and fix it. I was then informed today, by the district manage, that I will not getting paid any overtime. They would reduce my working hours for next and add in the hours I was not given. I have been with this particular store for almost 4 years and thoroughly enjoy my job. I have a family and depend on any extra hours I can get. Tampering with payroll is illegal and I need to know who to bring this to to be addressed. If they are doing it to me then they may be doing this to my coworkers!

I bought a 20X16 canvas and frame at hobby lobby to do a painting I was commissioned by a person in which all proceeds were going to the humane society. I spent months working on this painting and customizing the frame to match. When I took my finished work into Hobby Lobby to have it framed, they determined that the canvas was lopsided and not squared properly and wouldn't fit. They said they would keep it over night to try and fit it. I came in the next day to find my painting scratched up and completely loose. I was absolutely sickened by all my hard work and lost proceeds could just be disgarded by faulty products and apathy. I am truly sickened by the whole experience!

As an artist as well as a Christian I have always been a supporter of Hobby Lobby. However, recently, I encountered an experience with a store here in Jacksonville Fl (14286 Beach Blvd. Unit 1) with store manager: Ryan that is really not reflective of the core values of hobby lobby.
If you would be so patient to hear my account of trying to retrieve my $60 deposit from renting candelabras for my wedding and the very degrading and rude treatment I experienced by Ryan.

I got married april 2017 and went on my honeymoon immediately after. Knowing that i would need to have someone return the two candelabras on monday morning. I was fearful I would have difficulties in retrieving my deposit. so I had the store manager write me a note ensuring I could receive my deposit when i returned from my honeymoon.
I returned multiple times to the store being told the manager needed to be present or return during corporate business hours because the cashier system was too old to retrieve the transaction details.

Today, September 7, 2017 I visited the store to attempt once more to receive my deposit of $60 that was owed to me from my rental of candelabras for my wedding. Ryan stated he was "doing me a favor to return to me my deposit of $60. I was looking for you in the store last week when they (corporate) called me, not three weeks later!"
He was extremely rude and degrading in his delivery as I was finally refunded the $60 deposit.
I bring this to your attention in hopes of a resolution. I have worked in corporate retail, operations, overseeing 900+ stores, regional managers, district managers and store managers in operations and enterprise wide special project implementations.
This behavior/customer service is very damaging to the brand, corporation and our community here in Jacksonville. I have never experienced such a degrading customer service.

I hope to continue to shop at hobby lobby for my art supplies in the future, but if I am continuously treated this way I am afraid I will not be able to.

My husband went to your store here in Aiken SC. He asked for help in finding a wood burning point that I needed to finish out a project I was doing for my kids for sunday school class. He asked one of the sale person for help and she told him that they did not have it and could not even get it, before even knowing what the part was. When he did show her she was very rude and looked at him and said.. I Told You We Can not help you. He had the lot number and everything. Creative Points #24589. I am handicapped and am not able to walk in stores well. That is why I had asked him to go for me. I can not understand why he was treated this way. I thought you were a store that cared about your customers. He did not get her name but it was Sept 1 2017 at 5:45 in the evening. She was a older lady that is short and a bit over weight. I am very upset the way my husband was treated. If the woman does not like working with people she should find another type of job. Thank you for your time. Would like your feed back on this please. Very upset...
Donna Kooy
52 Ward Cir
Aiken SC 29801
[protected]@yahoo.com

To whomever this may concern;

On Thursday August 31st I visited your store in Norco California at approximately 2:30pm to purchase some items to make a custom T-shirt for my new upcoming clothing line (HLI). Being an artist I walked directly to the pencil and marker section to have a look at some Gel Pens for a project I was working on. At that time I was greeted by one of your employees and asked if I needed any assistance which at that time I responded "No thank you". As I continued to browse the aisles in search of the items I needed I was greeted again by another employee that was working in the area I was browsing through and was asked again if I needed any help and again I let her know that I was fine and didnt need any assistance. Within the next five min I was surrounded by numerous employees walking down every aisle I did and passing by me looking at me as if I was going to steal something. As I continued to try not to be irritated by the obvious (being profiled/my character being slandered) yet again I was approached by another employee whom which called in on her walkie talkie to have them announce security to come to the aisle I was in. At that time I was beyond upset and found my girlfriend and partner I came in with( by the way whom happens to be a highly decorated veteran) and proceeded to make our way out of the store. Before we made our exit over the PA system they announced "Norco sheriff's dept. On line one" . At that time myself and my partner immediately stopped at the closest register and looked at the items on display purposely to show your staff that I had no reason to be concerned with law enfocement whatsoever. As an added reassurance for your staffs sake we even purchased $4.00 worth of candy showing we had nothing to hide or be concerned with. Adding insult to injury as we exited the store we were patronized by what seemed to be one of your managers with a false greeting of "Have a nice day". As we drove off we noticed that the same employee was standing in the breezeway watching our departure apparently writing something down in which I assume was our license plate number. I honestly enjoy visiting your store and spending my money there but I would hate to have to exploit your employees atrcious behavior to the local newspaper because of your employees ignorance on how to treat a frequent patron.
I hope this issue is addressed accordingly and promptly. Thank you for taking the time to read my letter and hearing me out...

Sincerely
G. Mendia
([protected]@gmail.com)

For frame of reference, this is over a $6 cut of fabric.

I had recently purchased a small amount of faux suede (less than 2yds) but had the opportunity to acquire some real leather. I needed more findings and since I still had my receipt, I took the fabric (with original measuring ticket still attached) and receipt with me to see if cut fabric could be returned.
I was told I needed my receipt and that they had to measure it to be sure it hadn't been used.
When I went to have it measured the person working immediately declared that they didn't carry the fabric. I pointed to it, still on the rack with the other synthetics.
Next, when they measured it, it turned out to be longer than noted on the ticket and the staff person had written the wrong price per yard.
At register, the manager proceeded to tell me that it wasn't the fabric I had purchased, even though the prices clearly matched and all paperwork was accounted for. The price I on the ticket and the receipt matched.
I was then told that *I* needed to come back and talk to the staff person who had cut the fabric.
First of all I have provided all your required information, do your job.
Secondly it is not my problem that the store's employees don't note exactly what they're selling when they write a ticket.
Thirdly is also not my problem if store employees can't measure. I literally was returning something that I got under charged for, and was treated like a lying theif.

Me and my husband went into hobby lobby to purchase fabric last week, and we made our purchase and I was talking with the cashier for about 5 minutes after we had paid. She was asking what I was making. I am 9 months pregnant so my husband went to get our vehicle and pick me up in front. Which he does EVERYWHERE! while as we walk out the beeper goes off. so I turn around and hand the worker my bag and receipt. my husband continues to get the vehicle. not worried because we are not THIEFS! so they said its not the bag he needs to come back in. At this im really upset because one its embarrassing and two we didn't do anything wrong! he was already out the door but it buzzed when I went out! so @ employees go out there harassing him and keep me in the store! after he refuses to go in because he didn't do nothing and it was me clearly who set off the alarm. So they let me leave after I threaten to call the cops for harassment, I got in our vehicle and I had one of those sticky sensors on the bottom of my flip flop! I am beyond livid and will never shop at the store again! I rather pay more and get my things at michaels, joanns or online!

A few Saturdays ago, my sister, daughter and niece were at the Clarksville Hobby Lobby. We were getting flowers for arrangements for my daughter's wedding next month. I purchased over $500 of flowers and other wedding items. I have no complaint about that but when my sister went back in this past Monday to get more flowers, she asked one of your employees if there would be any more burlap ribbon. My sister called to tell me that the employee (a lady) was just rude to her. She did not get the lady's name but afterwards she wished she had gotten it. I just feel like we spent so much time and money in your store but yet were treated badly when asked a question to an employee. I would like this to be addressed. Thanks.

We received a shipment on July 27th of 100 2100 mL glass jars from Hobby Lobby as part of a mailer campaign we are assembling. I opened them on Friday (8/11/17) to find several were broken. I have refrained from opening the entire shipment in case there is a formal protocol we are supposed to follow to get the replacements we are owed.

We are requesting simply that the broken jars be replaced in a timely fashion (preferably within the week).

on 8-8-17 i came in to exchange 4 train links for my grandpa. she said i could not return any of them because the 11.99 was a high-end item. she Reva or Rena i believe was do rude. im not even worried about returning them i just went to hobby lobby in fort collins. i found it especially ugly and unnecessary for her to say and i quote "oh the hobby lobby on 23rd is closed now by the way" SERIOUSLY? unacceptable.

After spending hundreds of dollars in this Hobby lobby for my home and a baby shower I was treated awful! Let me start by saying I am a store manager so I get retail, and have never wrote a complaint on a company or a restaurant because I clearly get how difficult the customer can be. I entered the store, no one spoke to me. Which I am ok with but I'm sure this isn't the expectation for the company. When I got to the register to do my return, a lot of customers were waiting. I waited in line with my husband and child but it was taking too long so my husband took my two year old outside. I was next in line and when I went to the register her only response was I only take purchases. No sorry someone else will take you in a moment. So I had to get back in line and wait. I watch three other people get service while I waited for the slow cashier at the return desk to get done with one customer. I stepped outside to see if my child was ok so I could continue to wait. As I stepped back in the manager says to me we close in 5 minutes. Again an unpleasant first impression. Then I explain to him what happened. He seemed annoyed with me and responded with "well I don't know what happened I wasn't there." As a manager I would have taken care of the customer. I left and never got service. This is by far the worst staff not one nice person in there. I can understand why they think this is ok though. Even the manager could care less about his customers. I was so disgusted I would rather not return my stuff so I don't have to interact with such unprofessional people. This store sucks!

Hi there, my name is Jenessa and I shop at your store all the time. I'm a very dedicated customer. Today I was checking out at the register and your cashier Emily at the San Marcos location in CA was very rude. No smile, no hello, no eye contact nothing. My husband and I always are polite and say hello how are you? Emily quoted "Will that be all for you?" One of the plants we bought was broken so we asked Emily if we could have a little discount since it was the only plant displayed. She rolled her eyes and called over Amy (manager?) Amy came over and said with a disgustedly look on her face "I can only give you 10% off" and walked away. After we paid I said to Emily have a nice day and thank you she quoted "yep". During this whole transaction no eye contact. I've been in customer service for 15 years and yes I've had my ups and downs but never have treated another human being like that. Whether it's a bored dimeanor, a dismissive look or just plain rude behavior, sloppy customer service spells disaster faster than about any other business transgression.

Visited Hattiesburg, MS Store. Yesterday and was profiled as a criminal I guess...I really did'nt realize it at first but then it became more obvious when I spoke to an employee that I know because shes my son's classmate's mom. Upon checkout she came upfront staring, I asked about a cashier that spoke upon entering and she said she was called to watch security video, the cashier was snide and checked my $20 but held my $5 in the air and called another cashier to look at it while snickering. VERY DISAPPOINTED AND ANGRY ABOUT THIS VISIT. I USUALLY SPEND ABOUT $200+/ VISIT...I HAD NOT VISITED IN A WHILE AND NOT SURE IF I'LL VISIT OR RECOMMEND AGAIN !

I shop a lot in the Gunbarrel Rd.Chattanooga TN store. I must say the store is very well kept and the staff is wonderful. My only complaint is the ladies bathroom. You can tell they try their best to keep it clean but you can only do so much with worn out tiles. It always looks dirty and worn. It's such a shame that you have such a nice store and such a small fix isn't done. Thank you.

Connie Carter

I frequently shop at the Hobby Lobby store in Colorado Springs. Thursday I went looking for an anniversary gift for my parents & a birthday gift with my two sons. We spent about an hour picking out 7 differnt gifts. All were advertised 50% off. When we went to the register none of the merchandise was on sale. The cashier argued with me, questioned where I found everything, and what discounts were on tbe shelving. She then called for a manager. By then I was embarrassed & just wanted to leave. So we did without any gifts. I'll never shop at aHobby Lobby again.
Please review your ads. They're not customer friendly.

My friend and I went into your Bakersfield CA store yesterday to return/exchange 3 candles that I paid full price for. I did not have my receipt and the woman was informed of this when we first went into store. My friend and I grabbed what we needed for the exchange which were 2 candles of the same exact brand . Also we got a few more items that all together totalled $27 and some change. The cashier starts to do the return/exchange and then informs us that we are only getting half of what I paid for them because they are going on sale next week. So then I asked her if they're going on sale next week then why am I only getting half of my money this week when they're full price? I then said if that's the case then do I get these two candles for half off and she said no they do not go on sale until next week. Now where is the logic in that? That is not even morally right. I paid over $50.00 for the candles I paid full price for. I got $25 something back. I do not think this is right. If something is not done about this then your company will lose my business . I apologise if I am coming off in a rude manor . I am just very upset about this situation. Thank you for you time . Sincerely, Amanda Whaley

We have shopped our Hobby Lobby in Lubbock, Texas for many years. At the beginning, we very much noticed the somber and unhelpfulness of the staff; and after a while, we simply got used to it. We know not to ask any questions in order to avoid disappointment. The other day, we bought several packages of aprons (what was available) and we went on our way. We still needed more of them, so I called the Amarillo store yesterday (to ask if they had more aprons on their shelf), and I was astounded by the way they pleasantly answered the phone, transferred me to the correct department, and happily answered my question! We drove to Amarillo this morning to buy those additional aprons, and the feel in the store was so different from our Lubbock store! We noticed a staff member walking shoppers to items they were looking for; staff said hello to us, and everyone looked happy to be there. When we went to pay, the friendly cashier told us that our aprons were on sale this week and today was the last day! What a blessing. We immediately realized that we had been charged full price for several aprons at our Lubbock store just days before. When we returned to Lubbock this afternoon, we made a dreaded call to our Lubbock Hobby Lobby to explain the price discrepancy and to ask if we might get a partial refund since we had been charged full price for the aprons. The staff's behavior was consistent-- putting us on hold, transferring us, and disconnecting our call. We repeated the phone call process and spoke with someone who didn't want to hear our issue and we had to ask her to hear us out. She transferd us again to someone who finally decided we should receive some money back. The difference between the two stores was night and day. I decided to let you know because it matters so much to customers that they be treated kindly at a store that they love to shop at. Our Lubbock store has set an expectation for us that we've accepted, but it can be so much better!