Business Profile

Craft Supplies

Hobby Lobby Stores

Headquarters

This business is NOT BBB Accredited.

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This business has 1 alert

Pattern of Complaints

Complaints

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

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.

Initial Complaint
Date:08/08/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 document
Business Response
Date: 08/08/2024
The customer contacted us directly and was informed that our posted return policy states the following exclusions: Returns or exchanges of Cricut® Machines, Heat Press Nation 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.
The return policy is posted on signage throughout the store, as well as on the purchase receipt.
Initial Complaint
Date:07/30/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
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 received US ************** mail addressed to my husband who has passed away. I emailed Hobby Lobby asking them to remove my husband from their mailing list. Hobby Lobby responded stating "Our Direct Mail vendor purchases our lists from the post office" - please see 1st attachment. Hobby Lobby directed me to contact the US **************, which I did. The US ************** responded stating "The information that you were provided is incorrect. As information, Title 39 U.S.C., Section ***************************************************************************** lists of addresses." - please see 2nd attachment. Hobby Lobby is providing incorrect information to customers and this practice needs to stop.
Business Response
Date: 08/07/2024
Dear Hobby Lobby customer,

We sincerely apologize for any inconvenience you may have experienced with removing your husband from our mailing list. We have requested that the address be removed from our database.

We value you as a Hobby Lobby customer and appreciate your business.

Sincerely,
Hobby Lobby **************************
Customer Answer
Date: 08/08/2024

Better Business Bureau:

Thank you for sharing the response made by Hobby Lobby in reference to complaint ID ********. I find that this resolution is satisfactory to me.
I find it amazing that once I contacted the BBB, Hobby Lobby suddenly states:
"We sincerely apologize for any inconvenience you may have experienced with removing your husband from our mailing list. We have requested that the address be removed from our database.

We value you as a Hobby Lobby customer and appreciate your business."
Why couldn't they have simply taken care of my request instead of trying to push the blame to the US *************** which resulted in both my time and that of the **** being wasted? Shameful.

Sincerely,

*****************************
Initial Complaint
Date:07/12/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
Date of Transaction: 79/2024 The amount of money you paid the business ***** What the business committed to provide you - 30% off Wearable Art what is the nature of the dispute - vendor did not honor sales price as advertised in the store, on the store signs, & on the website.whether or not the business has tried to resolve the problem. I asked both the cashier and the lead person why the item which was marked wearable art was not 30% off and she stated that she was not responsible for the signs in the store and there was nothing she could do about it.If the issue involves advertising, when and where the ad was seen or heard. Web site advertisement states 30% off Wearable Art (eg. T-shirts, hats, items you would decorate with fabric markers, etc). Flyers inside the store, signs in the store next to the items.The store only honored the t-shirts purchased but not the other items clearly marked wearable art. see receipt and photos of items clearly marked wearable art on the cardboard hanger.
Business Response
Date: 07/12/2024
We have reached out to the customer directly to explain that SKU#*******/Light Pink Basic Tutu - 12 Months-5 Years and #*******/Light Teal Basic Tutu - 12 Months-5 Years were not included in the **shirt sale for our *********************** at the time of her purchase.
Initial Complaint
Date:05/17/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 visited Hobby Lobby Store #*** on 4/23/24. I purchased 12 floral picks at $2.99 each. I didnt realize I was overcharged until today 5/17/24 when I went in to return the items. On the day of purchase I told the cashier I had 12 total picks at $2.99 each. I placed half of them on the counter as the other half were in my cart in the wooden boxes. When I placed the wooden boxes on the counter the cashier must have rang up the other half of flower picks that were in the box. The cashier also charged me full price for a wedding item that was supposed to be 40% off. I took care of that price adjustment in store already. I only had 12 flower picks in total and I returned them all today. I asked what the 6 x $2.99 charge was and management checked the cameras. It shows I have two separate bunches of the same flower picks. Yes, I did have two separate bunches of the same flower picks on the counter but I only had 12 total not 18. They didnt want to refund me for the 6 I was overcharged for.
Business Response
Date: 05/22/2024
The customer reached out to us directly. We are addressing the issue and the customer will be refunded for the error.
Customer Answer
Date: 05/22/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:05/16/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
- Date of transaction: I ordered a picture frame and mounting on April 15, 2024.- Amount of money paid: The price for the picture frame, backing, and mounting is $42.00.- What they committed to do: They told me it would be ready tomorrow and that they would call me.- Nature of dispute: The employees behaved unusually, they pretended to not understand what I was saying and put me under pressure. I suspected misconduct and deception. Felt endangered as I left the building and will need support to go back to buy the picture comfortably. - Have they tried to resolve the problem? They have not tried to resolve the problem; they have not called me.- Account : No account / Order # ***************** / Tracking # Not available.
Business Response
Date: 05/16/2024
The customer has not reached out to us directly. We have reached out to the customer to get more information to have the issue reviewed and addressed.
Initial Complaint
Date:05/01/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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've never ordered from Hobby Lobby or rarely shop in their stores. I placed an on-line order Sat. Apr 27, 2024 for 4 mushroom salad plates using PayPal as payment. A couple hours later, I realized the order description was deceptive after comparing wording of other similar items. I realized I'd ordered appetizer plates, only because I saw that the dimensions were different when comparing with other similar items. The mushroom plate description uses the word "small", but this told me that they weren't dinner plates. I even did a search for appetizer plates and these mushroom plates don't come up in their results, so I was confident they where salad plates. Since this business is closed weekends, I spent 45 min on their website searching for a way to cancel my order; however this option wasn't available to me and no option on their ***** number either. I called PayPal to cancel payment, but it was too late. My only option was to send Hobby Lobby an email asking to cancel my order, via their website. Come Monday morning I got an email that my order had shipped. I called customer service and the representative ***** had an attitude that the customer is ALWAYS WRONG; she insistently talked over me and 3 times I had to ask her to quit talking so I could speak. I was told that the email and shipping departments don't communicate, so my order would have never gotten stopped. I was told a complaint was filed and if the complaint department received enough complaints they might do something about it. I followed up with another email expressing my words as to the issue. I received a reply the next day saying that they can't assist with a refund. There is no customer value as they tout. I believe I can return my on-line items at a store for credit, but I not only have to keep track of the credit to a store I rarely shop; I'm out the shipping charges. All this frustration, because of a deceptive item description that Hobby Lobby won't take ownership.
Business Response
Date: 05/06/2024
Dear Hobby Lobby Customer,

We have reviewed the notations on your Order # ********. Our website correctly indicates in the description that the plate is small. We make every effort to ensure things are correctly described in the description of the item.

Reviewing the order notations, you sent an email on April 27 at 7:28 p.m. requesting that the order be canceled. Unfortunately, our offices were closed. We do have after-hour self-service options when you call our 800 number. One of the self-service options is to cancel your order. We also have a cancel order option on our website on the Order Status page.

Upon reviewing the order, we see that you returned the merchandise and received a credit for the items.

Due to the description listing the item as small and the dimensions provided in the product details, no further compensation will be provided.

Sincerely,
Hobby Lobby **************************
Customer Answer
Date: 05/07/2024

Hobby lobby keeps saying the same things over and over without listening and/or investigating my complaint. If they would just step away from their scripted responses they would see that my complaint has merit. You are full aware that complaints never amount to anything; a big company against a single person, so there is no incentive to spend a small amount of resources to investigate. This issue can be closed because its a waste of time.
Initial Complaint
Date:04/28/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
Order # ******** I ordered 8 cans of spray paint. I used a single noting it was defective. So, i decided to return the others to avoid the risk of using up a defective batch. Hobby Lobby supposedly allows this to be returned. I tried contacting them twice through email, website form, and even on ******** I got zero responses in every case over several days. For a store i used to like shopping from they sure have dropped the ball lately.
Business Response
Date: 04/30/2024
Dear Hobby Lobby Customer,
Thank you for your recent order # ********. Our **************** Representative that assisted you in the claim process gave details of the conversation and noted that an email was sent to you requesting more information on the item for an inventory review. If you would be so kind as to reply to the email that was sent to you on April 29, at 11:40 am, with the information we have requested, so that we may complete your claim and resolve the matter accordingly, we would greatly appreciate it.
Our office hours are MondayFriday from 8:00 a.m.5:00 p.m. Central Time.
We don't have access to messages that are sent to our social media accounts. Sending an email to the email address listed on our website is one of the best ways to contact customer service.
If you have any additional questions or comments please dont hesitate to ask. You are a valued Hobby Lobby Customer and your time and business are important to us.
Sincerely,
Hobby Lobby Ecommerce ****************
Initial Complaint
Date:04/18/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
Hello, I'm writing against this business because I haven't received responses to my emails and etc. My order number I was given in my email is ********. Upon checking my emails I noticed my order was showing delivered by carrier with photos that aren't even of my residence. Like I said I have sent emails and etc to company with no help. The carrier informed me they could issue payment but has to go through shipper which is Hobby Lobby.
Business Response
Date: 04/23/2024
Dear Hobby Lobby customer,

We have reviewed the details on order # ********. We don't have a record of receiving any emails from you. Our records indicate that your order was shipped to the address you provided on the order. The address appears to be a valid residential address.

The carrier indicates that your order was delivered on Thursday, 4/4/2024, at 10:43 a.m.

FedEx has provided a detailed photo showing the package delivered properly to the residence. We are not responsible for stolen packages, and the package was delivered to the correct address. Please refer to our terms of sale online at *************************************************************************************************;

Sincerely,

Hobby Lobby Ecommerce Customer Service
Initial Complaint
Date:04/17/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 purchased a picture from this company its ***** height X ***** wide. The shipping box was not damaged but the product was damaged when I received it. I contacted customer service. They sent me another one of the same product, but told me that I would have to dispose of the item that they dont want it back. However, that would require me taking it to the dump and paying a dump fee to get rid of this product because of the size of it, and it will not fit in my trashcan with my garbage, even if I broke it down Ive spoken with three different people and they all tell me the same thing they will not compensate me for what its gonna cost me to get rid of the product and told me that I need to take it and donate it to the Goodwill or throw it in the trash. I explained I do not have room in my trash can for that large of an item even if I broke it down. The Goodwill refuses to take it because the item is broken. Therefore, I have to pay to dispose of a broken item the company sent me. I would ask to be compensated for dump fees and gas to do so.
Business Response
Date: 04/18/2024
Dear Hobby Lobby Customer,

Thank you for your recent order # ********. We greatly apologize that you have received damaged items. At this time, we will be more than happy to offer you a call tag for ***** to pick up the damaged items. You will need a box for the items. If you need to use the box that your replacement items are arriving in, that is fine. We can wait to issue the Call Tag once the replacement items are received.
At this time, we will be sending an email to the customer's email address on file to start the call tag process.
We value you as a Hobby Lobby customer and appreciate your business.
Sincerely,
Hobby Lobby Ecommerce Customer Service
Initial Complaint
Date:03/07/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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: Hobby Lobby ************************************************* Date of Issue: Thursday, February 8, 2024 I brought in a PROECT for the Hobby Lobby Frame Shop to complete at this location.The SERVICE PAID FOR, was for Hobby Lobby to Put Together Frames, Pictures, and Matting and then add a Dusk Cover and Wire Hanging Devices.I Purchased Photos and Frames from different vendors and came in with these items to your store and frame shop.The frame shop did not place cardboard over the screws and the back of the frames and then the clerk bagged the frames and did not wrap them individually.The total number of frames damaged included items from two different purchases for services.The frames rubbed against each other, and the screws dug into the black framing scratching all of them due to the fact that no cardboard was taped over (90% of the time I have had projected completed, they always add cardboard, except this time).I did not realize the issue with the frames until I came home and a few days later unwrapped them.I came to the store and was directed to the manager (*****). At first ***** seemed eager to help and resolve my issue. We went back to the frame shop and reviewed my order. We then looked to see if we could much the frames to on hand stock.When ***** realized that the store did not have matching frames, his attitude changed dramatically. ***** then asked me for my receipt to prove I made this purchase even though we had just looked at the order on the computer moments before.***** refused to reimburse me for the issue or replace the frames stating that he had no proof that the items were not damaged prior to me bringing them in.When I raised my voice, ***** threw me out of the store and threatened to call the police.When I told ***** he should expect to hear from my attorney, he began mocking me saying: Yeah, make sure your people contact my people and then laughing. He also mocked me by saying: You will never get your money back now.
Business Response
Date: 03/08/2024
Someone from the corporate offices will reach out to the customer directly to have the issue addressed.
Customer Answer
Date: 03/14/2024

Complaint: ********

I am rejecting this response because: No one has called me back.

Sincerely,

*****************
Business Response
Date: 03/14/2024
Our corporate offices have reached out to the customer directly and are working with the customer on a resolution.

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This business has 1 alert

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Hobby Lobby Stores

Hobby Lobby Creative Center #281

Hobby Lobby, Inc.

Hobby Lobby

Hobby Lobby Creative Center

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