Hobby Lobbydeceptive advertising and belittling manager

This review was posted by
a verified customer
Verified customer

Hello Customer Service.

I wish to first mention that this is my first action regarding a complaint about managers at a Hobby Lobby store located in Englewood, Colorado (at the corner of Quebec and County Line Road) and a deceptive advertising experience.

I was upgrading my paint brushes at Hobby Lobby this morning. As I was leaving the isle with brushes, there was a display for 30% Off artist’s sets. I chose a 36 piece set of acrylic paints on the display as it would allow me to expand the breadth of colors I use and, subsequently, would purchase in the future.

When I arrived at the register to make my purchase, I requested the cashier confirm that the item reflects the 30% discount. She said it did not and advised me that it was for items $29.99 and higher. I did not see this on the display sign nor did I look at the price of the 36 color set, which was $27.99.

The cashier requested the help of a manager. An assistant manager by the name of Heather (I'm glad I verbally requested her name because she had on someone else's name tag with a different name), advised me that the item was not on sale. I told her that the item was part of a floor display of artist’s sets with a sign stating that sets were 30% Off.

Rather than acknowledging the inadvertent mistake/misunderstanding and granting me the discount, the assistant manager requested a price and sale sign check. The manager confirmed that the display sign indicated 30% Off (large capital letters) and that it was for items $29.99 and higher (smaller letters).

The assistant manager simply recited the display sign with an attitude of I'm right and you're wrong. Since May, I have had no problems with the staff or policies at Hobby Lobby.

When I mentioned the Uniform Commercial Code and Fair Trade Commission policies of honoring advertised prices, she smiled and laughed at me. There were two other customers in line behind me with the line growing as this matter over $2.00 was researched. I asked the assistant manager, Heather, if something was funny. She turned her back on me and began to walk away. I asked her whether she had another cashier coming up to the front (as there was only one register open) to help the other customers that were waiting. She called another cashier up and when that cashier arrived the woman behind me said "good luck" seeing how frustrated I was and how rude the assistant manager was being to me. I asked to speak with the manager.

The manager (I'm sorry I don't recall her name, however, she has beautiful long gray hair) said she could not honor the sale price. I advised her of how much I spend per month (which I thought was relevant as I'm guessing it is above average, making me an extra ordinary customer). I told her she certainly has the authority to approve the transaction with a sale price honored. She refused.

I asked her if she was aware of the Uniform Commercial Code and Fair Trade Act as it relates to false and deceptive advertising. She said she did not. Why you have a manager of a large retail store that is not familiar with these laws is beyond me.

I left my entire purchase and left the store angry, frustrated and wanting restitution for ruining my day.

My hope is that you will improve your level of customer satisfaction and training for your managers.

I'm sure store camera footage will verify my account of events today.


  • Le
    Leigh Wilson Nov 12, 2018

    Well we have had a horrible experience with Angie Hopper and because of this my entire family and my family at State Farm will no longer be purchasing from there. She needs to learn some manners and know that you can see right through a liar. Hobby Lobby we are off to Michael's and a couple other stores never to grace your doors again.

    0 Votes
  • Rd
    Rd! Oct 21, 2018
    This comment was posted by
    a verified customer
    Verified customer

    I was at Hobby Lobby around 11:30 am today and stopped to use the restroom. Wow, there was trash all over and poop on the floor. I shop here a lot and have never had this problem. I just want you to be aware of the condition of the restrooms. This store is located in Webster Texas. Thank you for your time.


    0 Votes
  • Ju
    JustAnotherOpinion12 Feb 23, 2016
    This comment was posted by
    a verified customer
    Verified customer

    I work at a hobby lobby and think she was in the right, when you have race track tables with art sets on the, of all prices and sizes it can get confusing especially if you think you picked up the right one, and I have a manager that does that to me, acts as though I am some how less a person or laughs in my face when I have questions she thinks is stupid.

    0 Votes
  • Je
    Jennifer Irish Dec 21, 2015
    This comment was posted by
    a verified customer
    Verified customer

    I am a former employee, and can also attest the signs are NOT deceptive. Customer's don't take the time to stop and read the signs. The manager's were in the right, and you should apologize in another note on here. Take responsibility for your actions rather then try to get someone fired. Just my thoughts.

    -1 Votes
  • Ma
    Marie snow queen Jan 21, 2015

    Oh my gosh.
    I'm an employee at hobby lobby, and we get idiots like you all the time.
    It wasn't a deceptive sign. You didn't read the sign. The price that the set had to be was clearly on the sign. You customers like to just read "50% off" and stop there. Read the entire thing. Yes, she could have given you the sale of it was deceptive. But it wasn't "deceptive" seeing as it was clearly marked.
    $2 is a lot if we do that for EVERY PERSON who complains of a "deceptive sign". It could add up to one person's shift. Which means we lost a shift. And don't get paid for that shift because the company can't afford to give someone an extra shift. Because we gave you a discount that wasn't applicable.

    So stop. Just read next time. No need to over something YOURE in the wrong for.

    0 Votes

Post your comment

    By clicking Submit you are agreeing to the Complaints Board’s Terms and Conditions



    Unhappy consumers gather online at Complaintsboard.com and have already logged thousands of complaints.
    If you see dozens of complaints about a certain company on ComplaintsBoard, walk away.
    One of the largest consumer sites online. Posting here your concerns means good exposure for your issues.
    A consumer site aimed at exposing unethical companies and business practices.
    ComplaintsBoard is a good source for product and company gripes from especially dissatisfied people.
    You'll definitely get some directions on how customer service can best solve your problem.
    Do a little research on the seller. Visit consumer complaint websites like ComplaintsBoard.