Hobby Lobby Stores
reviews and complaints

I was a victim of hobby lobby employees too! On dec. 10-2009 I was on hobby lobby on denver (7000 w. Alameda ave) it is a new store, and I was trying to make and exchange, but the stupid cashier gave me a ticket of refund and she told me: go to the store, take your merchandise and came back whit this ticket, is valid like cash. I was on the store walking arroun and I saw a # black of # follow me on the store, but I didn't take care of it because I was focus looking for my merchandise. When I was with other cashier explained about the ticket, the black man show me a plate and told me "you are under arrest" I was asking why and, but he didn't answer. We went to an small room, checked all my body and asked me if I had a knife, gun, etc. Then, he put the brazalets and pushed me to a chair (I never use resistance). Then, entered to the room the racist manager and was asking me how I offten the ticket, my english is poor, but I explained her perfectly what happened, and I told her: you have to ask what happen to the cashier who gave me that ticket, but she refused, saying : she is left, went to home, the stupid security was callig to the police, acussing me of trying to make a fraud, trying to change the ticket for cash and using a false id (My id is a drivers license for mexico, but is not false). I was beging to the manager: you have to talk to the cashier. And she, verry arrogant told me: let me try, but is obviously, we have the proofs, you want to make a fraud. The black security was subsracting all my stuff of my wallet, and asking stupid questions like: are you legal on this coutry, who is this guy on this picture is your complice? And after the stupid interrogatory, the # manager entered to the room saying: no, no, no, was the fault of the cashier, she is wrong about our polices of refund and exchanges! I never hear an im sorry, or something like that. Of course, I put a complaint, and just yesterday I received a letter where say: "dear monica, we would like to apologize for the problem you have experienced in our stores, we are takingmeasures to prevent this situation from happening inthe future. Enclose, you will find a 50 dlls gift card for any inconvinience this may have caused you. Are they thinking, whit a gift card i'm going to forget my experience on that store? Of course not! And for you, # manager and security, go to drag to the #!

I had ordered a stretcher frame over a year ago from Hobby Lobby. I did forget about it which was my fault entirely. I was in the middle of a pregnancy and moving when we originally dropped the pieces off and things became hectic. My husband and I went in to pick up the art work which was put on wood stretchers totalling approx. $120. We paid and realized that it looked off. The framer (Mike) had advised us that an additional frame on the outside of the canvas along with glass would look good. We took the frame to the back and requested this additional work.

When I returned to pick it up Kim (an excellent employee) recognized me (since I had been there on numerous occassions) and referred to another frame that I had purchased prior to this occassion which consisted of an autographed CD cover.

When I took the frame to the front, The total I was being charged was over $265. As the cashier was ringing me up, I noticed there was a problem. I was being charged for the initial stretcher once again. I advised her of the issue and she immediatly contacted the Assistant Store Manager, Brenda who made me feel as if I was being interrogated, had no discrepancy, and suggested right away that if I were to have paid for the frame that an extra white document would not be attatched to the work (the thought never occurred that they might have not removed it properly) and asked for the original receipt for part one of the work which was over a year old. She advised me that without the original receipt nothing could be done. I asked for the corporate number.

I contacted the credit card company who could not provide me with statements online over a year old unless I paid for a paper statement to be sent.

I then contacted corporate only to speak with a customer service representative named Cheri who spoke above me and faster everytime I tried to respond to her as she was going through her rebuttles. I advised her on the 3rd occassion during our conversation to please refrain from doing that as I found it extremely rude and she then told me it was because I was "interrupting" her!

I suggested the possibility of getting the credit card to send them an image of the receipt as a possibility as even if I did have the receipt, it would most likely be faded by now. Also, I was dealing with a store I thought I could trust. Both, my husband and myself have gotten our degrees framed there (MBA & BA each) along with several other works. Cheri's response was that she kept her receipts "quiet a while" and if put in file folders she knew first-hand they would "last at least 4 years."

I then suggested to Cheri that I would like to make sure I had my work returned to me as it was purchased in the Dominican Republic as a souvenir. She called the store and said she made the arrangement to have the frame removed.

I asked to speak to her supervisor. His name was Joel. He was very courteous and said I could send documentation to him. However, as I needed the frames today (gift) this was not very helpful to me. This would maybe get me a refund, but I would need to spend more money for statements and additional time on this issue when I really want nothing more to do with Hobby Lobby. My time is more valuable.

In the end, I called the store to see if this work was ready to be picked up when I was 5 minutes away. I was told that it was and when I went in, I was handed the frames once more. I advised that I was not paying for the additional work. Another framing department employee walked by who seemed to know what was going on and told the framer to remove the frames. This took about 20 minutes. I was then handed frameless work without the stretchers that I had previously paid for.

Both my mother and my grandmother whom until this day were loyal customers with the school district and members of local church organizations never experienced such awful service. Also, I've done mystery shopping for several other companies, provided with a problomatic scenerio and never once have I been treated so poorly or spoken down to in front of others at a store.

It's really a shame that Hobby Lobby doesn't have more competition other than Michael's in our area. Maybe they would care more about their customers if they did.

I will be forwarding this information and my family has also agreed to spread the word. Hobby Lobby accomplished throwing away my time, custom frame work, and their employees time not to mention several loyal customers.

On September 22, 2009 I bought 9 coin collecting books, at full price, at Hobby Lobby #70 in Albuquerque, New Mexico. I was again in the store on October 3, 2009 for other purchases. The store clerk took me to the same aisle as the coin books and I saw they were on sale for 30% off. The clerk told me if I brought the books and receipt in, within 2 weeks of purchase, I would receive the discounted price. I returned on October 5th with the books and receipt and was turned away "because the items are no longer on sale according to the newspaper ad". I have always favored HL above other craft stores and drive much further to get to this store. Guess I will just drive down the street to Michael's from now on. I suggest HL train all their clerks on the store policies and get everyone on the same page. I don't think I'm the only person who doesn't appreciate being sent on wild goose chases and this is going to cost HL at least one loyal customer.

In July 2009 I took 3 large signed pieces of art into Lobby Hobby in Sherman, Tx. I selected over $600 worth of matting and framing, I was told the finished work would be ready in 3 weeks. I returned to the store in 3 weeks, and was informed the work wasn't ready and the frames hadn't been sent to store yet, gee a call would have been nice since I ended up making an 80+ round trip for nothing. I was told they would be ready in another3 weeks.

3 weeks later I make the drive AGAIN and find out that once again no frames and no work done. Now I have wasted my time twice and made 2 80 miles drive for nothing. I requested my prints and informed the framing department I would go somewhere else that could actually complete the work. When they brought my work out, the largest signed print had glue spilled down the front and some [censored] had rubbed it with a dirty towel leaving black smears across the front of the white background. I was livid and the manager, Tom, advised that they would frame the remaining 2 prints for free and he had me fill out a claim to send to corporate office. I took my other prints home and advised I would bring them back when the frames arrived.

I called a couple weeks later to make sure the other frames had arrived so I could bring the undamaged prints in for the free framing the manager offered. Tom advised me on the phone that "those frames are expensive and I don't think I can do them for free. Granted it was the same frames it was ok to charge me retail on, I didn't request anything but what I had "ordered" 8 weeks ago.

After about 3 months corporate called and stated that they would check into, after dealing with corporate for weeks I was told in a phone call that I would be receiving a check, that was in November 2009.

I was called by the Sherman Tx store on 3/2/10 and told that my check was at their store and I could drive over and pick it up. I told them I had screwed around for over 6 months and wasted 2 trips there already. I told them to send the check to me and questioned why the check was sent to the store and not me as I had put my name and address on all the claim paperwork. I was advised that the manager had to approve that, I was placed on hold for so long I hung up, after no one called back I called 2 days later and after being shuffled to 2 different asst managers, I was rudely told if I wanted my money that I had to drive there. I have spent thousands of dollars in this company's store over the years but NO MORE> Maybe I should drive over and pick up my check and then wander the aisles and share my experience with all the other customers...

Maybe the owner should READ a book on customer service instead of writing one about his success. After reading the numerous complaints on the internet about this company, it is only a matter of time before the lack of customer service is reflected in their profit reports if it hasn't already. There are too many other providers of art and craft supplies to put up with this crap.

I recently started a jewelry making class in college and I needed to buy supplies for my class, so I went to Hobby Lobby. When I was at the register I saw a magazines about bead-making so I purchased two. It wasn't until I got home that I saw that they were each 20.00 and way too advanced for someone like me. So today, (its been less than a week since I bought them) I went back to the store to return them (I had my original reciept too). The employee at the return counter very rudely told me I couldn't return them. So I then called the manager and asked him if I could at least get store credit. He was also extremely rude and wouldn't even listen to my problem. They told me I couldn't return magazines because I could have read them and then returned them. I can understand that, however, I do think that they should be more specific and have signs saying that you cannot return these magazines. Actually they are more like how-to manuals because it actually tells you how to make certain types of jewelry. But when you get to thinking about it, I;m sure that they are many things that people could buy in the store, use it, and then return it back without any problem. My complaint is that the return policy is misleading and does not specify what items can be returned and what can't. I also did not appreciate the employees at the Beckley, West Virginia store to be so rude to me. This has not been my first incident at Hobby Lobby either, I also recently ordered bar stools and before I had a chance to come back and pick them up, someone resold the bar stools I had already paid for. Needless to say, this will be the last time I shop at this store and I will suggest my friends and family do the same.

I decided to return a 1 week old gift card I purchased. I had my original receipt, the original gift card, and a valid drivers license as the return policy states.

The cashier who assisted me did not know how to process this type of transaction so she called the manager. The manager stated he wasn't sure how to do this, he left for about 1 minute and came back and said, "no I'm sorry gift cards are not refundable" I asked to see the policy on that because the only one I can see was on the back of my receipt and on the partition wall behind the cashier and neither one of them states anything on 'no returns on gift cards if you are the original purchaser'. Why is this? Nobody can show me the policy. How can the manager not know, then come back 1 minute later and be very sure you cannot. All the manager kept stating was that it was their policy by their corporate office.

This was only the 2nd time I stepped into the Hobby Lobby, and I will be sure not to go back. My trip to make the return was a total waste of my time, I hate going to that side of town and nobody there can make any sense of this issue.

If I'm wrong then I can accept that, but I truly don't believe I'm in the wrong.