Complaints

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

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• 

  Hobby Lobby Stores

  7707 S.W. 44th Oklahoma City, OK 73179

• 

  Hobby Lobby, Inc.

  1855 Montgomery Hwy Ste 100 Hoover, AL 35244-1207

• 

  Hobby Lobby

  655 Fieldstown Rd Gardendale, AL 35071-2411

• 

  Hobby Lobby

  4701 John F Kennedy Blvd North Little Rock, AR 72116-7312

• 

  Hobby Lobby Stores

  5555 E Broadway Blvd Ste 131 Tucson, AZ 85711-3809

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:06/16/2023

  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.

  Picked up some product from the clearance area and then get to register they said it wasnt clearance and wouldnt honor their price that was on the clearance. Wanted to charge me full price. It wasnt my fault the price was incorrect they should honor their mistake.

  Business Response

  Date: 06/19/2023

  The customer contacted us directly. We explained that the items she chose were newly released items and not on clearance. 

• Initial Complaint

  Date:05/31/2023

  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.

  I left a canvas to be framed on 2 May with a delivery date of 15 May only after two delays due to the ordered frames being the wrong size, it was delivered on 30 May. As a regular customer with about a $1,000 spent in the last year I feel a compensation is due.Framing ticket # T-576-2023-******

  Business Response

  Date: 05/31/2023

  We are reaching out to the customer directly to get more information and address this issue. 

• Initial Complaint

  Date:05/16/2023

  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.

  Today 5/16/2023 I went to Hobby Lobby (****************************************************************) since it was on the way while walking to nearest post office to mail some packages. I had my blue reusable shopping bag with me, and it had all my packages and outgoing mail in it. I decided to pop in real quick to look for items I didnt find at the ********** gem faire I went to last week. I took some pictures and got some ideas, and I found these variously sized little glass bottles in a package for **** on the jewelry aisle. I walked around with them because I wasnt sure if I wanted to buy them or not. I only needed one, not several. I decided to leave them and put them back on another isle (which was my mistake, I should have put them back where I got them). I walked back up to the front of the store and when I got to the door, a woman about my same height (411) with dark brown/black hair, black pants, an either white or cream colored patterned shirt and wearing a gold name badge that said **** with assistant manager under it) approached me from the side, got very close, and started to try to block my path. At first I was confused as to what was going on but she soon made her intentions clear. She asked me where the pack of bottles was!I told her I put them back, and she didnt believe me! She then insisted that I go show her where I put them. I refused, because I now was absolutely aware of what was going on. I started feeling really upset and wanted to get out of the situation ASAP because I knew I did nothing wrong. I described to her in detail where they were, on top of one of the open shipment boxes just a few aisles over on the floor. By this point all the workers and customers in the front were watching and listening, and I was feeling really embarrassed. She said okay and didnt even apologize. I feel and absolutely believe that this happened to me due to racial/stereotypical profiling. I am short, had my hair messy, sweats on, and I have a lot of piercings and tattoos.

  Business Response

  Date: 05/17/2023

  The customer contacted us directly and we are addressing the issue.

  Customer Answer

  Date: 05/19/2023

   
  Complaint: ********
  
  I am rejecting this response because: there was absolutely no apology or remorse shown on the businesss side of this issue even after i brought it to their attention. I was profiled and targeted by the manager **** at their ********, ** location strictly due to my appearance. I do not feel comfortable or safe re entering this business. When I spoke to their corporate, they took my complaint but said that I will NOT receive any follow up or apology from the store, corporate, or the district manager. How do i really know this is being dealt with? How do i know it will not happen again? I am still considering taking legal action.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/23/2023

  The customer reached out to us directly. We apologized for her experience and we have addressed her formal complaint that was filed. Any retraining or disciplinary action that *** occur must remain confidential. 

  Customer Answer

  Date: 05/24/2023

   
  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. However, I will no longer be shopping at any Hobby Lobby stores due to my experience, and will be encouraging others to do the same. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/04/2023

  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.

  Today while shopping at sleater ****** hobby lobby in ***** ********** i was harassed by security staff as i shopped. My cart was shoved out of the way, i was followed down every aisle with multiple security staff purposely trying to intimidate me and profile me. When i asked to see the manager she embarrassed me and my husband in front of everyone in the store, and called my husband a drug addict because he used the bathroom for ten minutes. She did nothing but shame me even though i am the victim of harassment by these thug security personnel, and she also.accused me of stealing because i was wearing my f**** pack and my purse. I opened my purse showing i had not stolen anything, and she proceeded to tell me she had her reasons for discriminating against me and told me to leave the store while threatening to call the police on me rather than punishing the security guards who physically shoved my cart and bullied me for the entire 45 minutes i tried to shop. These people need to be reprimanded. I felt unsafe, my character was defamed, and when i spoke up about how i was being treated, i was punished and 86'd from the store. This is unacceptable. I am prepared to take this matter to the media if necessary, to expose this store for the horrible staff they have employed. I would **** something done about this. Please get back to me. Thanks.

  Business Response

  Date: 05/05/2023

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

  Customer Answer

  Date: 05/13/2023

   
  Complaint: ********
  
  I am rejecting this response because: When i called the store to address my complaint, i was hung up on three separate times. Whoever answered refused to transfer my call to someone higher up the chain than the manager who was on the floor at the time. Id really like a formal apology from the manager. I dont know her name, but whoever was managing on 5/4/2023 at the *************************** hobby lobby in ***** **************** at around 4:30pm is the person i have an issue with. Im sure it wouldnt be too hard for you to figure out who was working that day. That experience has made absolutely sure that i will never shop at hobby lobby again, and i definitely will be telling others to avoid shopping there as well. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/15/2023

  We have reached out to the customer from the corporate offices via email and the telephone number she provided and have not gotten any response.

• Initial Complaint

  Date:04/30/2023

  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.

  Dear BBB Representative,On April 10, 2023, I went to the Hobby Lobby store in ********, **, to frame 2 diplomas and 2 licenses. On April 22, 2023, I went to the store to have my orders picked up. The staff at the framing shop did NOT use any glove while framing my diplomas and licenses. I was loitering around the framing area and was anxiously watching the staff's failure to abide by their duty of due care. One of the staff (*********) came to me after a while and informed me there was a **** on one of my degree. In attempt to blame the **** on me, she dared to say that the **** was on my diploma from the beginning. Thankfully, I had a picture of my diploma taken before handing it to her showing no ****. Further, the picture taken at the store at the time of order placement also did not show any ****. Upon my request, the manager, ******************, filed an incident report, and Hobby Lobby agreed to reimburse me for the cost of getting a new diploma. BUT THAT WAS NOT ALL. When the staff finished framing and I finally got to see the frames. I realized for two of my frame orders, ********************************* in putting the mats selected by me. That is, not only did *************************** ruined my diploma, she also failed to place the order for what I actually selected. This level of incompetence is unacceptable. While the store manager promised to place a new order to correct the error, I do not think Hobby Lobby should have charged me the full price for the two frame orders that were messed up. I paid about $450 for four frames. And I expect Hobby Lobby owns the mistake made by *************************** and refund me--at least partially if not fully--for the said two frame orders. Finally, I note that paying the cost of replacement for my diploma really doe snot make me whole. Per University's policy, the replacement diploma will NOT be signed by then-undersigned officers. Instead, it will be signed by incumbent officers, many of whom I do NOT even know. I hope Hobby Lobby redresses the error.

  Business Response

  Date: 05/01/2023

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

  Customer Answer

  Date: 05/04/2023

   
  Complaint: ********
  
  I am rejecting this response because: the business has not resolved the matter. As such, until the business responds to the complaint with a specific resolution offer (instead of resorting to typical delaying tactics), I reject this response as being nonresponsive. I reserve the right to dispute the transaction with my credit card company does the business fail to resolve the matter through normal processes.
  
  Sincerely,
  
  

  Business Response

  Date: 05/09/2023

  The customer has been contacted directly, and the matter has been resolved as the customer requested.

  Customer Answer

  Date: 05/10/2023

   
  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:04/25/2023

  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.

  On 4/25/23, I went to Hobby Lobby to purchase a wooden PacMan sign that was on a display saying it was 50% off. While in line, a couple in front of me was buying similar items that were also on displays stating they were 50% off, but the cashier refused to honor the store signs. As soon as we put our items down, she stated the PacMan sign was not on sale. I had a photo of the display and she rudely told me it was not for that item. I advised her that that both sides of the display said otherwise, but she rudely refused to honor the price.

  Business Response

  Date: 04/26/2023

  The item the customer wanted to purchase, SKU#*******/Pac-Man Lenticular Circle Wood Wall Decor, is a wall decor item and was not included in the Table Decor sale on 4/25/23. The display have mixed merchandise on them and the categories included in the sale are listed on the signage. 

  Customer Answer

  Date: 04/26/2023

   
  Complaint: ********
  
  I am rejecting this response because the signage is misleading and poorly placed. I was not the only customer confused by their shady business practices. I also did not appreciate the rudeness from the cashier. 
  
  

  Business Response

  Date: 04/27/2023

  We have reached out to the customer directly to get more information about her employee interaction and address the issue. 

  Customer Answer

  Date: 05/08/2023

   
  Complaint: ********
  
  I am rejecting this response because Hobby Lobby continues to use shady tactics in misleading customers to believe non-sales items are on sale. Their sales tags are misplaced to intentionally mislead customers.
  
  
  

• Initial Complaint

  Date:04/11/2023

  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.

  11-18-2022 Me and my wife were at hobby Lobby and I was in line waiting to pay my items and she seen my wife with me had scanned my items and a worker went and said my wife stole a few pictures and they went out The store asking my wife if she found everything she needed and they called the police and got their pictures back but wanted my wife to go to jail for two ***** pictures

  Business Response

  Date: 04/11/2023

  We have reached out to the customer to get more information so we can research and address this issue. 

• Initial Complaint

  Date:04/11/2023

  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.

  Hobby lobby uses lasership.Lasership forgot to deliver a package 4/10/2023.Lasership delivered at 4:19 AM on 4/11/2023.At first it appeared it may be a break-in and is a physical safety issue as well as incredibly rude and inconsiderate.

  Business Response

  Date: 04/11/2023

  Dear Hobby Lobby customer,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you may have experienced with this delivery. We will be contacting Lasership about this complaint and requesting that they provide better service for our customers.

  
  Sincerely,
  
  Hobby Lobby Ecommerce Customer Service

• Initial Complaint

  Date:03/30/2023

  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.

  Order Number ******** I ordered from Hobby Lobby a very expensive paint easel and oil paint set. This item was suppose to be a gift. The item was ordered on 3/21/23. The tracking information is not available to me as you can see from my submitted picture. The ***** tracking says " Unfortunately we are unable to retrieve your tracking results at this time, please try again later" This continues to be the case. When i contacted ***** they said they do not know where it is or when it would be delivered. I have reached out to Hobby Lobby for help that i am missing this package and have not received it. I got an email from **************** SN saying they cannot do anything at all. They have not given me tracking that i can see and they have refused to help me at all. I am seeking a full refund for my item. Please take a look at my evidence below at my repeated attempts for help from hobby lobby and the lack of information with their tracking number.

  Business Response

  Date: 04/03/2023

  Dear Hobby Lobby customer,
  
  We have reviewed the details on order # ********. We will email you the tracking information for you to review.

  
  The carrier indicates that your order was delivered on Monday, 3/27/2023, at 3:42 p.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

  Customer Answer

  Date: 04/03/2023

   
  Complaint: ********
  
  I am rejecting this response because: 

  The tracking information they are claiming shows unavailable. I do not know where my package is. For some reason Hobby Lobby continues to suggest it is stolen. Did they steal it? I do not understand how they have so much information yet ***** shows the tracking is unavailable. I am requesting a refund or my package to be found and delivered. Alternatively i am willing to pick it up in person as well fi possible. Very disappointing behavior from a ****************** What would our savior *********************** do in this situation? Certainly not this.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/04/2023

  Dear Hobby Lobby customer,
  
  We have reviewed your complaint on Order# ******** in detail. Since the carrier has provided the proof of delivery showing a front door delivery was completed on Monday, 3/27/2023, at 3:42 p.m. We are unable to launch a lost package investigation.I have attached the photo that was taken for your records. You will find that it matches the shipping address entered on the order. We were able to validate the carrier's photo using maps, and a photo is attached for you to review.

  
  Therefore, we are unable to assist in this matter. We apologize that you are unable to locate the package on your property. If you feel you were a victim of theft, you may bring this to the attention of your local authority. 
  
  
  Sincerely,
  
  Hobby Lobby Ecommerce Customer Service

  Customer Answer

  Date: 04/04/2023

   
  Complaint: ********
  
  I am rejecting this response because:this business has repeatedly sent me links for tracking that do not work and pictures that do not even show up in their replies to me. They have kept my money of a hardworking teacher buying supplies for my classroom with my own money. They have also kept the item and refuse to help me at all. Please do not order from them I recommend ******** or Joanns I have never had any issues with those businesses and they have excellent customer care. ********************************************* you will continue hearing from me and I will let everyone know what you have done and your shady practices.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/27/2023

  Type:Customer Service 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.

  Once I was finished shopping I headed toward the cart return as I only had one item. I removed my purse from the shopping cart and a Hispanic woman named Irene, an employee grabbed the item I was going to purchase and held it up over my head saying "haha now try to get it," as I am of shorter stature. I was asked to leave the store, and I obliged; in tears. I'll purchase this item or of likeness from Amazon.
  

  Business Response

  Date: 03/28/2023

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