Business Profile

Craft Supplies

Hobby Lobby Stores

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Craft Supplies.

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

106 total complaints in the last 3 years.
35 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:12/16/2023
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.
Hobby lobby had a display of tumblers and kids cups by the front of store. There was a sign on each side that said 40% off. Upon going to the register the lady goes oh these are as marked not on sale without me even saying anything. I then pointed out the sign. To which another rude cashier said no. This is just a sign for other stuff. I said then it shouldnt be placed there because if that stuff isnt in sale its false advertisement. They were complete rude in front of my kid. I ended up buying the item for my kid because I argued enough. They are scamming and falsely advertising.
Business Response
Date: 12/18/2023
The customer has not contacted us directly. We will reach out to the customer to get more information to address the issue.
Customer Answer
Date: 12/19/2023

Complaint: ********

I am rejecting this response because:
Hobby lobby refused to honor their sign.

Sincerely,

***********************
Business Response
Date: 12/20/2023
The items the customer purchased are labeled as "Your Price" . The signage and ad posted states, No coupons or other discounts may be applied to Your Price or Reduced items.
Customer Answer
Date: 12/21/2023

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 as they provided partial refund for the items that were labeled as being 40% off.

Sincerely,

***********************
Initial Complaint
Date:12/06/2023
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.
Hi, I bought 4 Mini Black Square Metal Candle Lantern totaling : $14.36 ****************** Shipping:$7.95 Total:$23.82 on 11/27/23 order number :********. I did not approve my purchase so I went to return in store. Before I went into the store, I emailed hobby lobby (12/3) and left a VM (12/4)about the process because it is confusing on their website and did not heard back from EITHER. When I went to the store, I did not have my invoice in the box, but I had it on my phone. They would not take that so I had to go home and print off the receipt then go back. I went back the next day and they were able to type my order number in.....I had that the day before when I was in there on my phone....but that was not sufficient enough at the time. they entered the 4 lanterns and gave me a refund for just that not the shipping....I asked for a manager and the girl was new comanager so she was not 100% sure they couldn't return the shipping and then she went to get *** the manager. *** was extremely rude and was not helpful to make it right with the customer (me). They kept saying that their system will not allow the return including the shipping. I do not understand how a company so big is so far behind on their tracking system. I have never had any problems returning anything else to another store if I had my receipt on my phone or in hand and if it was shipped to me and getting the shipping refunded. Some stores can even look up your orders by your phone number!!! Or by the card you used on the order. I just do not understand how that is my fault? *** should know the customer is always right. I have worked in customer service for years and am appalled at how a manager could be so rude to a customer there is a frequent shopper. I would like to receive the rest of my refund.
Business Response
Date: 12/11/2023
The customer contacted us directly and we informed her that per the posted online return policy, shipping and/or handling charges cannot be refunded at the store level. We have also addressed the issue the customer had with the employee.
Initial Complaint
Date:11/27/2023
Type:Delivery 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 placed a order for a Christmas tree on November 21 2023 The tree was clearly delivered to the front of the house. The tree came in it's original box. The tree was supposed to be delivered to number 2. Now I have been out of my money twice for the same exact tree.. I spend hundreds of dollars at Hobby Lobby every year during the entire Holiday season. I always go into the store but I am in the hospital and I couldn't this year. I was told by customer service that I am just out of luck and I lost $300 including delivery. I am devastated and I am hurt.
Business Response
Date: 11/29/2023
Dear Hobby Lobby customer,

We have reviewed the details on order # ********. The carrier indicates that your order was delivered on Friday, 11/24/2023, at 11:44 a.m.

FedEx has provided a detailed photo showing the package delivered properly to the residence. Upon reviewing the proof of delivery photo, there is not a number 1 or 2 to indicate which door to deliver the package. Therefore, the package was delivered to the correct address and the customer will need to contact the carrier.

Sincerely,

Hobby Lobby Ecommerce Customer Service
Customer Answer
Date: 11/30/2023

Complaint: ********

I am rejecting this response because:
The tree was clearly delivered to the wrong spot. But I still received it and the tree branches are broken. The box was unopened. The tree stand is bent. I have photos. And I am disabled and unable to return this piece of junk. I will contact my credit card company. Buyers beware PLEASE DON'T EVER BUY AND HAVE SHIPPED ANY CHRISTMAS ****S FROM HOBBY LOBBY. I ALSO HAVE IT ON MY CAMERA WHERE THE **** WAS REMOVED FROM THAT PORCH AND TOOK NEXT DOOR. I KNOW THAT HOBBY LOBBY IS A VERY RACIST COMPANY. I WANT MY DELIVERY FEE AND TO BE COMPENSATED FOR A UNUSABLE BROKEN CHRISTMAS **** AND I HAVE PROOF

Sincerely,

*******************************
Business Response
Date: 12/11/2023
Dear Hobby Lobby Customer,

After reviewing the order notations, it appears you spoke with one of our representatives on November 27th at approx. 3:13 p.m. CT about your package not being delivered, and as stated on the note, you were asked and answered the questions that would indicate a package was indeed lost, like verification of the shipping address and whether or not you had spoken with the carrier in regards to the missing package. It appears there was conflicting information provided, and the claim was denied since there was no mention of receiving the package and merchandise being damaged.

We are happy to hear that you did receive your package and apologize if it arrived damaged. We have sent you a damaged claim email to fill out and attach your photos to. Once we receive your email, we will process a damage claim and give you details on how to return the package.

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

Sincerely,

Hobby Lobby **************************
Customer Answer
Date: 12/12/2023

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:11/22/2023
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.
Purchased a Christmas Tree in ******* about two weeks ago. Had to purchase a U-Haul to transport the tree because I have an economy car which wouldve been too small. Well, I get home and notice the tree is broken and cant be put up. Contacted customer service and they told me theres no way to get a refund unless the tree is taken back to the store even after expressing that I had to purchase a U-Haul just to transport it the first time. Basically, they want me to purchase another $200 U-Haul to receive a refund for a Christmas tree that was bought broken and that is ridiculous. It isnt my fault the tree was broken before I even got to use it! A total waste of money during the holiday season and theres literally no remorse or sympathy from the company. They arent trying to provide me any help to resolve the issue, didnt even offer to send a replacement since I cant transport another tree. I will never shop here again!
Business Response
Date: 11/27/2023
The customer contacted us directly and we provided him with the options of returning the tree to the store for a refund/exchange within the 90 day return period or contacting the manufacturer for a warranty claim for assistance with replacement parts or repair.
Customer Answer
Date: 11/28/2023

Complaint: ********

I am rejecting this response because:
As Ive stated before, I had to purchase a new tree. *** also stated that theres no way for me to transport the tree back to the store being that I had to purchase a U-Haul to get it to my house when I first purchased it. I no longer want or need the tree since it was sold to me broken; therefore, contacting the warranty company will do me no good. Once again, I dont want or need the tree. It was sold to me broken, it didnt get broken by me, so the hassle that Im being put through after explaining what has transpired is completely absurd and shows a lack of care and sincerity to your customers efforts to support your company by spending our hard earned money during this holiday season.

Sincerely,

Angelhene *****
Business Response
Date: 11/29/2023
We have provided the customer with the only available options. the customer is welcome to return the tree to the store for a refund within the 90 day return period or contact the manufacturer for a warranty claim for assistance with replacement parts or repair.
Initial Complaint
Date:11/20/2023
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 ordered from them on Tue, Nov 15, 2022. I bought several different types of Pokemon cards. They said they may ship different types of cards, but they sent something completely different and it was worth less than the price I paid. I asked to return it and they gave me a return label. I took a significant amount of time to return it and when they received the return it was outside their window.The issue is that they accepted the return and they're refusing to take any action. I have offered to pay the return shipping for them to send the items back to me, but they haven't agreed to this. I have asked for a refund as well and they have refused. Currently, they have the items and my money. They are refusing to mail the items back or provide a refund. From my perspective, they have taken my money and stolen the items. I fully admit that I am in the wrong for returning the items months after I was supposed to, but they shouldn't have accepted the return.
Business Response
Date: 11/27/2023
Dear Hobby Lobby Customer,
We sincerely apologize for any inconvenience you have experienced with your recent purchase. Our records indicate that Order# ******** had an item that is listed online as an assortment. Our website correctly indicates in multiple areas on the advertised product page as well as on the order confirmation screen, that the Style/Color is assorted and you may not receive what is pictured. It states that the item comes in assorted styles. While we make every effort to ensure items in stock are represented accurately online, at this time, we are unable to ensure that you will receive the item in the style you see pictured. Furthermore, the Style Example photo has an additional disclaimer- Note: Not all styles represented in photo.

Our records show that the order was purchased on November 15, 2022 and delivered on November 18, 2022. It is no longer eligible for a return to be processed. Our records indicate that an incomplete wrong item claim was initiated by the customer on March 13, 2023, and after some back and forth communication, a courtesy prepaid shipping label was created to remedy the frustration experienced with the customers order. We replied to the customer email on March 13, 2023, at 3:55 PM with information on how to return the unwanted merchandise. Upon receipt of the return, we will issue a full refund.

We have searched and see that no merchandise has been returned to Hobby Lobby as of November 27, 2023. Due to these findings, there will be no compensation provided for this order, and if the package is returned to our facility, we will seek to get it back to the customer.

Sincerely,
********************************************* Ecommerce Customer Service
Customer Answer
Date: 11/28/2023

Complaint: ********

I am rejecting this response because: as shown in the attachment I was specifically told they received the item. They then stated that they returned to sender, but when you track the tracking number of the return (************) you see it still says delivered. If it was returned to sender the tracking number would reflect that. I have also sent emails asking for them to provide any evidence whatsoever that they actually returned it to me which they haven't done.

Also, while this isn't necessarily important, I do feel it's important to comment on the wrong item claim. The item I purchased was based on the photo they had listed. I completely understood that I may of received something different. The issue is that they sent me something worth much less than what I paid for. With the argument they are making I could purchase a 10 pack of Pokmon cards, but they could send me a 5 pack because "it's a different style".

Sincerely,

*******************************
Business Response
Date: 11/29/2023
Dear Hobby Lobby customer,

We have reviewed the tracking information and see the carrier did misdeliver the package, and the package was returned to the sender. The label we provided would show your address as the sender. When a carrier receives a return to sender instruction, it may or may not reinstate the tracking. We have requested for the carrier to open an investigation for the delivery of the package, but the customer will need to reach out to the carrier for further details
The return label was issued on March 13, 2023, and the customer mailed the package on September 5, 2023, five months past the courtesy date.The order was placed on November 15, 2022. Due to these factors, there will be no compensation provided for this order. If the package is returned to our facility, we will seek to get it back to the customer.
********************************************* Ecommerce Customer Service
Customer Answer
Date: 12/01/2023

Complaint: ********

I am rejecting this response because: I had also contacted the carrier. When I talked with them, they said the package was delivered to you and there was no sign of a return to sender. For quite some time I have been contacting you guys looking for a solution and I keep asking for a single shred of proof backing up anything you are saying. From my perspective you have received it and you've shown no proof that it's been returned. All evidence points to the solution that you received the items and kept them and then lied about returning them. I am not calling you a liar, but you have provided 0 evidence proving you are not a liar.

Sincerely,

*******************************
Initial Complaint
Date:09/20/2023
Type:Order 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.
Many dates but mainly August ****! Hobby Lobby was having a Great Christmas decoration sale! Amazing price! Advertised on ********* Have not received the items I paid for yet! Promised delivery in 5 to 7 days!
Business Response
Date: 09/26/2023
Dear customer,

We have reviewed the information you provided and our records show that an order was not placed on our website -www.hobbylobby.com. You have indicated that you purchased through a social media listing and it is our understanding that you may have been a victim of fraud. We sincerely apologize for any inconvenience you may have experienced.

We value our Hobby Lobby customers and would encourage you to go directly to the website if you would like to purchase our Christmas items.

Sincerely,
Hobby Lobby Ecommerce Customer Service
Initial Complaint
Date:09/13/2023
Type:Sales and Advertising 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.
9/12/2023 I went to your **** Mountain View drive ************ ** ***** location hobby lobby store # *** because I saw in the ad your Christmas decor was 50% off. But when I went to this store everything was in boxes and the boxes were out in the aisles. It reminded me so much of a dollar general where the employees bring out the inventory in boxes, leave the boxes in their respective aisles, then the customers fend for themselves to find the merchandise. This 50% off Christmas sale has been going on since the last week of August 2023, so why hasnt the merchandise been put out. Then the paperwork for the floor set were laying out everywhere,. I dont understand why are they not doing a floor set at night. I came in the store around 10 am and checked out around 10:50 am and my receipt number is ******************* and if you review the stores surveillance cameras you will see me opening the boxes to find inventory and this is kind of false advertising if your advertising Christmas stuff on sale come in the store and buy it, but when you go in the store nothing for Christmas is out. Im a little outspoken and its an unsaid rumor the ******** town center location is the nice hobby lobby for the rich ppl and the pleasant hills hobby lobby is the ghetto one for poor people. And now I see why ppl say that b/c I had no problem shopping at the ******** town center location all inventory out like at a target but the pleasant hills location all the inventory is in the aisles stored in boxes just like a cheap dollar store.
Business Response
Date: 09/14/2023
We have forwarded the customer's comments to the appropriate personnel to be reviewed and addressed. The customer is welcome to contact us directly with any concerns.
Initial Complaint
Date:07/31/2023
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.
we ordered a custom frame for our painting. I have an order form that I signed. At the pick up time they charged extra $61. Manager didn't want to refund money or take any action to resolve the issue. He was very unprofessional and mean. The floral flowers were listed in as 40% and they were charged full price by the same manager at the register. I uploaded picture of the form that I signed. The form that I didn't sign! for extra $61. And total receipt.
Business Response
Date: 08/01/2023
We have reached out to the customer directly to get more information so we can address the issue.
Initial Complaint
Date:07/10/2023
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.
I went to ********** Hobby Lobby and cashier charged me wrong price. She supposed to charge me $1.74 but she charged $ *****. When I came back I found out she made mistakes. And I am military family and was in the middle of moving so we have to move to temporarily housing on military base. So after weekend I went to *********** Hobby Lobby which is close to base and ask fix the problem. The cashier said she can fix the problem after she checked all the products and receipt. But she cant give money without her superiors( ********) permission, she asked ******** to ring out and she refused to do it without checking whole situation and said cant do it without camera review. I need to go original purchase location to do it. I have to drive 1 hour to prove hobby lobbys mistakes? I have to drive with My gas money and my time? Really? So I did. As soon as arrived I asked manager about situation and help. She said she doesnt need to check camara review at all. So I asked her do they have any policy for camara review. They dont have policy at all. And asked her why the other store didnt take care of this problem, she said she doesnt know why. So I went back to *********** store asked Manager why ******** sent me for camera review which they dont even do it. She apologized ******** sent me to another store. ****** said she can take care of it there. But they have policy to check camara review. So I asked to show me written policy for camara review. She said they have policy but dont have written policy to show me. She said they do train their employees to check camara review when they charged wrong price by mistakes. And I asked again then show me your employees training documents for proof. Then she refused to show me. So basically Managers said they were sorry that they didnt take care of it whiteout sending me to another store but they did what supposed to do. I hope this company take care of this issue seriously for Military family while changing station.
Business Response
Date: 07/12/2023
We have reached out to the customer directly to get more information to address the issue.
Initial Complaint
Date:06/28/2023
Type:Delivery 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 placed an online order with Hobby Lobby. The order included 2 drawer pulls and 4 decorative metal brackets. Hobby Lobby accepted my order and charged me approximately $9 for shipping. I was informed almost a week later that my order was shipped. When I received the package, it only contained the two drawer pulls, not the brackets. There was a notation included that the brackets could/would not be shipped, nor was there an explanation as to the reason.I sent an email to Hobby Lobby customer service requesting that some of the shipping be reimbursed since my understanding was that I was paying shipping for all of the items I ordered, not just two $1.99 k**** I received a reply back that the brackets would not be shipped and Hobby Lobby would not reimburse me for shipping.I believe Hobby Lobby took advantage of me and I greatly overpaid for the items I received.
Business Response
Date: 06/29/2023
Dear Hobby Lobby customer,

We sincerely apologize for any inconvenience you may have experienced with your Order # ********. Our website lists our policies and procedures in detail for our customers to review before submitting a purchase. The information that pertains to your concern is described in the ***************** Privacy, and Terms section online. Which states that if we are unable to supply the Items that you ordered, we may ship the Items you ordered that we can supply and will charge you the price, shipping, handling, and taxes applicable to the adjusted Order.
Our records indicate that the screenshot you provided along with this complaint,showing the billing details and total cost of $28.67, does not reflect these adjustments and does not give the correct cost as billed to you. The shipping charge had been adjusted to the lowest shipping charge we have rated. For your records, I have included the billing invoice for you to review the final charge that was transmitted on June 22, 2023, at 11:42 a.m. in the total amount of $12.53.
We apologize for the temporarily out-of-stock item. The email that you received to notify you that a shipment had been prepared also described the items that were available to ship and the adjustments that were made. We have reviewed the order details, and it appears that the correct adjustments were made.

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

Sincerely,
Hobby Lobby Ecommerce Customer Service
Customer Answer
Date: 06/30/2023

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,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

This business has 1 alert

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Hobby Lobby Stores is NOT a BBB Accredited Business.