Hobby Lobby — deceptive advertising and belittling manager
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.