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Business Profile

Craft Supplies

Hobby Lobby Stores

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Craft Supplies.

This business has 1 alert

Complaints

This profile includes complaints for Hobby Lobby Stores's headquarters and its corporate-owned locations. To view all corporate locations, see

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Hobby Lobby Stores has 254 locations, listed below.

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    Customer Complaints Summary

    • 105 total complaints in the last 3 years.
    • 34 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/10/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Location: ***** * ************, Cape Girardeau, MO 63703
      Singer sewing machine - Model * ****

      I bought the sewing machine on Jan. 25, 2025, it didn't work, we bought new bobbins but that didn't help, so we took it back to Hobby Lobby and they said they couldn't do anything about it. They said to send it to a shop in Overland, KS and I would have to pay the shipping there and they would have to pay the shipping back. They said they would pay for the shipping back. I would like for them to give me my money back.

      Business Response

      Date: 02/10/2025

      Our posted return policy states the following return exclusions: Returns or exchanges of Cricut® Machines, HeatPressNation Machines and Sewing Machines (except Singer Stitch Quick) are prohibited unless customer presents original receipt and products are in new unopened condition.Warranty claims must be submitted to the manufacturer.

    • Initial Complaint

      Date:12/19/2024

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Made purchase at ********, ** location and never received a receipt. Advent calendars are a joke and fit nothing. Decided to return. Called and told store I had no receipt they said bring in items for store credit. I get to the store today and they refuse the return. Called corporate customer service and was told store could make exception. Store claimed corporate must make decision.

      Business Response

      Date: 12/19/2024

       The customer contacted us directly on 12/10/24. She explained that she did not have a valid ID for the non-receipted return and that is why the return was refused. 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. We will reach out to the customer directly to gather details to try to locate her purchase receipt.

    • Initial Complaint

      Date:12/18/2024

      Type:Product Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I spent over 150$ buying Christmas gifts for my family, had it shipped only to open the box to an incorrect order. I left several emails basically begging them to help fix this in a timely fashion due to Christmas being so close, I didn't even want a refund, I asked for store credit so I could just go back through and re choose. After responding to their ridiculous list of questions which I had already answered in the complaint, the only response I get is a message saying sorry we noticed someone is already handling your claim. Wtf. Now we are 8 days from Christmas.... thanks hobby lobby

    • Initial Complaint

      Date:12/09/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Went to hobby lobby in EL Paso, there were many items marked with specials like 50% off etc. As I'm shopping I'm estimating what I will spend. Go to cashier to check out, total is quite a bit higher than was expected. Do this again about a month later, then decide to ask the cashier how the sales work. Do they have to put info for sale or is it automatically in the computer? Turns out the cashier's have to put in the sale details, so I wasn't getting the prices I should have according to the sale signs. I will not shop there anymore.

      Business Response

      Date: 12/10/2024

      The customer has not reached out to us directly. We have reached out to the customer to get more information to research and address the issue. 

    • Initial Complaint

      Date:11/23/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      08/21 I purchased a white floating shelf at regular price.

      08/26 I took the shelf back to Hobby Lobby for, and received, a price adjustment since it was on sale that week. I got a Rain Check/Special Order to get the same shelf with attached hardware since hardware was missing from the one I'd purchased. I took my incomplete item out of the store with me.

      8/31 The shelf specially ordered for me was not in acceptable condition. A 2nd Rain Check/ Special Order was made. I did not take either shelf out of the store this time.

      9/7 I didn't have a shelf to exchange for the 2nd shelf that had been ordered for me. I told manager *** I'd left both the originally purchased shelf that had no hardware and the specially ordered white floating shelf # 2 in a basket on 8/31. He was to research my claim.

      10/2 I called Hobby Lobby. *** told me that research showed that I left the store with the shelf.

      I called corporate, talked to ******* Later, she told me that research showed that I left the store twice with a white floating shelf. That was what I'd told them both. I proudly took the shelf home the day I originally purchased it, and I took the same shelf back home after taking it back to Hobby Lobby to take advantage of it being on sale.

      ~~~~~~~~~
      Neither the store manager nor the corporate employee could even say, let alone show, that I took a shelf out of Hobby Lobby a 3rd time because I didn't. It is not a small shelf and would be hard to overlook even if I'd forgotten with all the back and forth that I have it.

      If a manager made a habit of keeping merchandize that's been paid for but somehow left behind by customers (something I've never done before), he could really rake up some nice things.

      It's highly unlikely that either of those 2 company representatives could prove/ justify either forgetfulness or dishonesty on my part and he/ she just decided to keep the proof from me.

      Reach out to me with questions/ concerns.

      Business Response

      Date: 11/29/2024

      We reviewed video of all
      three visits the customer made to the store. On 8/21/2024 when the purchase was
      made, the customer left the store with the shelf. On 8/26/24 when she returned
      for a price adjustment, the customer again left with the shelf. On 8/31/24 when
      the customer came in, she did not have the shelf with her and she made a
      purchase and left the store. Without more information, we are unable to verify
      that the customer left the shelf at the store. If the customer would like to
      provide a specific date and time that she believes she left the shelf at the
      store, we would be happy to continue researching this matter through video
      review.

    • Initial Complaint

      Date:11/19/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hobby Lobby Offered 50% discounts on frames and paintings but they charged me full price at the register. They advertised in two ilse with numerous discount tags on the isles.

      Business Response

      Date: 11/19/2024

      The customer has not contacted us directly. We will reach out to the customer to get more information.

    • Initial Complaint

      Date:11/19/2024

      Type:Billing Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      11/18/2024
      Store **** and the time was 4:11pm
      Total of my purchase was 89.81
      I came in the store to grab a few things for my business and the cashier named **** * was acting really weird and rude towards me. I had many of the same things and she looked at each one as though I had placed a sticker on them that didn’t belong. I remain quiet and watch her continue to go through each item the same way. She even scratched at some stickers to see if it actually belonged on the item. I was upset but didn’t say anything because the person who was before also had items that I observed to be on sale and she didn’t treat her as she had treated me. What makes it so bad my last encounter with **** she treated me differently as well. I decided to not purchase one of the items that I had brought to the register. I told her that I had decided against buying that particular item . She was so focused on ensuring that I didn’t walk off or something like that with the item. She grab the item from me and after I paid she took the item and walked away. She didn’t even give me my bag of the items that I had payed for. I had to call her back to her back to the register so she could give me my items. I still remain calm although I wanted to cause a scene but I didn’t. No one she have experienced anything like that and to observe her treating others differently than she had me makes me feel as though I was being discriminated against.

    • Initial Complaint

      Date:11/07/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a frame on 11/05/2024. When I opened it the top 1/3 of the glass fell off cutting my finger. The glass was cracked from 1 end to the other which you could not see this before it was opened. I returned the store to exchange it and the assistant manager **** was very unfriendly and told me we don't sell damaged items and it cannot be returned or exchanged.

      Business Response

      Date: 11/11/2024

      We have reached out to the customer directly to get more information and address the issue.

    • Initial Complaint

      Date:10/29/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      see attached

      Learn the proper way to frame

      Business Response

      Date: 10/29/2024

      The customer contacted us directly about this issue on 9/12/2024. The comments have been addressed with the appropriate personnel.

    • Initial Complaint

      Date:10/24/2024

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      10/24/24 This morning I went in looking for lettering to put my daughters name on the wall in her room. All letters were 50% off . I found some that we like that were clearly indicated to be 50% off with a sign next to them and went back and forth with her by text about which one she liked . After school I picked her up and took her to choose the color . When we rang up the cashier stated they are not on sale when I asked . She said these are gifts not letters . I said they are clearly letters and are in the letter aisle and have a sign. I asked for assistance and the manager came and indicated that corporate makes us put the sign there and theres nothing she can do but can assure me its not part of the sale .

      Business Response

      Date: 10/29/2024

      The customer contacted us directly on 10/24/2024. We explained to her that items labeled as "Gift" are excluded from the weekly sales. The ad and signage posted states :Does not include ******************* or items labeled Kitchen, Bath, Closet, Gift or "Your Price".

      Customer Answer

      Date: 10/30/2024

       
      Complaint: ********

      I am rejecting this response because: regardless of the policy, your advertisement is misleading, posting signage indicating 50% off directly above the items  and then sneakily adding a fine print on such items  is misleading to customers and very sneaky business practice. We don't get to find out until we go to pay - your sale says letters are on sale  and the sign says 50% off directly above those specific letters - yet the barcode says gift in a small print. Customers DO NOT know that until they get up to the register to pay it . Inappropriate advertising tactic . 

      Sincerely,

      ******** *******

      Business Response

      Date: 11/01/2024

      The ad and signage posted states, "Does not include ******************* or items labeled Kitchen, Bath, Closet, Gift or "Your Price". " We have no further information to provide. 

    Hobby Lobby Stores is NOT a BBB Accredited Business.

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