BLOOMINGTON, INDIANA -- I was just in the Bloomington, IN store about 2 hrs ago and I am appalled by my experience. I have shopped at this location before and gotten decent service and going in to this particular experience I was expecting good service.
On Saturday I purchased a SpeedBall Speedy Carve stamp making kit. After drawing out my stamp I went to carve and discovered that my kit came with 2, #4 tips instead of a #2 and a #4. I called the store and spoke with the manager on duty. He found the only remaining package and checked the contents. It turned out that this package had 2, #2 tips. I asked if he would hold it until Monday for me and I would come in so we could trade tips. He agreed and told me the item would be at the front desk.
I came in this evening with my kit to have the tips swapped out. The girl at the counter looked in 2 cubbies then said she had no idea where it might be and called for someone else. An ASM came and asked if the girl had looked everywhere and she said she had (she had not! There are like 8 registers). The woman proceeded to talk about how she's never even seen such a thing, she doesn't know what it is or where it would be. She started off in the wrong direction to find it so I went to the area and showed her where it should be. She replied in a VERY nasty tone "Well, that's where it WAS."
At that point I decided that she didn't want help so I went back to the front of the store with my son and husband. We waited and waited and waited and she came back and asked the girl again if she had looked everywhere. The girl gave her a very indignant "YES!" So then this woman starts slamming open cabinets and ripping out the contents and throwing them onto the floor. The girl asked what she was doing (and yet again with the nasty tone) snapped at her "Well we have to find it and you'll have to put all this stuff back out!" At this point we had been in the store for about 15 min for what I had assumed would be a very quick swap of parts.
She disappeared into another room and then came back empty handed still. She said she didn't know where it was and asked if I lived close by. I explained that I don't live very far but it's pretty inconvenient to come in because we have to ride the bus.
I had noticed there was a package of tips that had the one that was supposed to be in my set plus another tip. I asked if it was possible to just take the #2 out of that package and I'd give her the extra #4 so that if they found the other pack they could at least swap that one out and be able to sell it. Her reply was "Well, if you'd just wait for me to talk to him... I'd rather switch them out than having something I can't sell."
I was pretty over the entire situation so I just told her that I would like to return the item. She asked if I had a receipt and I told her that no, but it's defective and I want to return it. She gave me a smartass look, nodded toward the overcrowded 1 open lane and told me "Yeah, you can return it... you'll have to wait in line over there."
So I got in line and watched her giving me nasty looks and attempting to whisper to the girl checking out customers while it was very clear that she was saying rude things about me to this girl - in front of other customers! With me standing right there! Then when I was 2nd in line she disappeared again. When I got up there the girl then had to call for "code 3" (or something similar) and wait for the ASM to return to the register before processing my return. She attempted to give me a store credit, which I refused because this is not someplace I want to be spending my money if this is how customers are treated - by MANAGEMENT no less!!!
After filling out the return form I requested a name and ph# for the DM and they refused to give me contact info. I had to call a store in Arizona to get any sort of useful information. (** in the East Ray Rd, Phoenix, AZ store are especially helpful and friendly! Even before they knew I had any sort of issue they were ready to help.) From what I've read online communicating through the corporate office does exactly zero good at resolving any issues you have. Which is unfortunate and I hope it's not true. I am already incredibly disgusted with this situation.
I have no idea if the original manager I spoke to failed to communicate the situation properly, if the ASM later found the item in one of the 2 register she didn't check or if this is, in fact, how Hobby Lobby trains customer service but it looks all around bad to me. I would rather go to an even less convenient location if it means my business is valued.
LITTLE ELM, TEXAS -- I have been shopping for the last year a our local Hobby Lobby buying jewelry making items, and have spent a lot of money there, I mean a lot!! I noticed the last few times I was in there I was being followed aisle to aisle. It was getting so that I couldn't concentrate on what I was even in there for. I resigned to the fact I wouldn't go back in there if I was going to be followed around...
Well several months pass and I needed some beads for a special necklace and decided to run in before they closed, I was accosted at the door and treated very aggressively by the manager to follow him to the back to the office. He then said he would prosecute me and of course I'm so distraught I can only start opening my purse offering a full view and took off my coat. I was terrified at his horrible aggressive and I mean aggressive acts towards me.
He of course found nothing, and I pulled my coat from him and put it on and said I was leaving and he literally attacked me like a ravaged animal. No he didn't hit me but he kept running into me and when I would push away from him he said he would file assault charges on me. Remember I have stole nothing and he never found an item on me or my purse or coat.
When I finally made my way to the front he blocked and blocked the doorways telling 2 of his female workers to not let me out. I called 911 and he called 911, by the time all this horror was over I was not found with any item of any kind except what I purchased. I called my husband and he came, I was crying and so upset I couldn't breathe. When I was on the phone with 911 she kept asking me why he was detaining me against my will when he found nothing on me of any kind.
He had one of his big employees block one door and him on the other, I was scared to death and what's sad is the girl that was behind this manager ** she was helping me find the items I was looking for so I guess she told him I took something.
I have never been in a situation like this and frankly don't feel like going in a store of any kind. I don't feel this was appropriate behavior towards me... Had I stolen something I still feel he was abrupt in his aggressiveness, finally an officer comes and the manager is whispering to him, then the officer approaches me and says the manager thinks I stole from this store before. On all I hold dear I have never stolen from this store or any other store.
It was a horrible horrible incident that I can't seem to shake, I can't get out of my head the abuse I was put through and all I could do was treated as if I was a nobody. I want to report this but don't know my rights on stuff like this, I have never been in trouble with the law, I felt very trapped and very scared and the thing is I didn't do anything wrong. I will continue to look into my rights, I won't EVER STEP FOOT IN HOBBY LOBBY AGAIN.
MCALLEN, TX -- I had ordered a stretcher frame over a year ago from Hobby Lobby. I did forget about it which was my fault entirely. I was in the middle of a pregnancy and moving when we originally dropped the pieces off and things became hectic. My husband and I went in to pick up the art work which was put on wood stretchers totaling approx. $120. We paid and realized that it looked off. The framer had advised us that an additional frame on the outside of the canvas along with glass would look good. We took the frame to the back and requested this additional work.
When I returned to pick it up ** (an excellent employee) recognized me (since I had been there on numerous occasions) and referred to another frame that I had purchased prior to this occasion which consisted of an autographed CD cover.
When I took the frame to the front, The total I was being charged was over $265. As the cashier was ringing me up, I noticed there was a problem. I was being charged for the initial stretcher once again. I advised her of the issue and she immediately contacted the Assistant Store Manager, ** who made me feel as if I was being interrogated, had no discrepancy, and suggested right away that if I were to have paid for the frame that an extra white document would not be attached to the work (the thought never occurred that they might have not removed it properly) and asked for the original receipt for part one of the work which was over a year old.
She advised me that without the original receipt nothing could be done. I asked for the corporate number. I contacted the credit card company who could not provide me with statements online over a year old unless I paid for a paper statement to be sent. I then contacted corporate only to speak with a customer service representative named ** who spoke above me and faster every time I tried to respond to her as she was going through her rebuttals. I advised her on the 3rd occasion during our conversation to please refrain from doing that as I found it extremely rude and she then told me it was because I was "interrupting" her!
I suggested the possibility of getting the credit card to send them an image of the receipt as a possibility as even if I did have the receipt, it would most likely be faded by now. Also, I was dealing with a store I thought I could trust. Both, my husband and myself have gotten our degrees framed there (MBA & BA each) along with several other works. **'s response was that she kept her receipts "quiet a while" and if put in file folders she knew first-hand they would "last at least 4 years."
I then suggested to ** that I would like to make sure I had my work returned to me as it was purchased in the Dominican Republic as a souvenir. She called the store and said she made the arrangement to have the frame removed. I asked to speak to her supervisor. His name was **. He was very courteous and said I could send documentation to him. However, as I needed the frames today (gift) this was not very helpful to me. This would maybe get me a refund, but I would need to spend more money for statements and additional time on this issue when I really want nothing more to do with Hobby Lobby. My time is more valuable.
In the end, I called the store to see if this work was ready to be picked up when I was 5 minutes away. I was told that it was and when I went in, I was handed the frames once more. I advised that I was not paying for the additional work. Another framing department employee walked by who seemed to know what was going on and told the framer to remove the frames. This took about 20 minutes. I was then handed frameless work without the stretchers that I had previously paid for.
Both my mother and my grandmother whom until this day were loyal customers with the school district and members of local church organizations never experienced such awful service. Also, I've done mystery shopping for several other companies, provided with a problematic scenario and never once have I been treated so poorly or spoken down to in front of others at a store.
It's really a shame that Hobby Lobby doesn't have more competition other than Michael's in our area. Maybe they would care more about their customers if they did. I will be forwarding this information and my family has also agreed to spread the word. Hobby Lobby accomplished throwing away my time, custom frame work, and their employees time not to mention several loyal customers.
JOPLIN, MISSOURI -- Since I'm not allowed to use names this review may appear a little disjointed. I don't know if Hobby Lobby's founders are aware of the impenetrable force field that has been placed around them. They are harder to get a message to than the Pope! ORU wouldn't forward my message to him because they said it didn't concern the university. The gentleman on the phone said "That's how it works here!" Mardel also declined to forward my message to him.
Instead, it was forwarded to Hobby Lobby's main office, the very entity I had a complaint about. Neither ORU or Mardel would allow me the honor of leaving a personal message for him. And naturally the Hobby Lobby main office in Oklahoma City has refused time and time again to give me any contact information for him.
So after much more internet research trying desperately to find some point of contact, I came across the Christmas email address that supposedly goes directly to him. I know it's not anywhere near Christmas, but I was hoping on a wing and a prayer that it would somehow default to his email address. I haven't heard anything back so I imagine it went to the main office. I sure do hope they get a kick out of all my email attempts at reaching him that just end up being routed to them.
My next attempt was when I discovered he owned a media website. I filled in my information in the "share your thoughts" area. I requested for him to please contact me, but still have not heard back from him. I seriously wonder if the information even got to him.
Jesus Christ is the most important man that has ever graced our earth, yet He would welcome people from all walks of life to speak directly to Him. Are certain owners of Hobby Lobby more important than Jesus? No. But I think his handlers must think he is. Is he "protected" from people like me? Yes. And by people like me I mean the "little people." You know, the kind of people Jesus spoke with everyday.
He and his family have worked very hard to promote Hobby Lobby as a faith based business, yet the more important he becomes, the more he is protected. I suppose his "people" feel he can't be bothered with such small details. But no matter how important Jesus became, He never made anyone feel like a small detail. You can imagine how quickly He would have lost His flock if He operated that way.
You will lose your flock of patrons if you're not allowed access to them anymore. The "little people" are the biggest of all your flocks. We fill up the churches every Sunday and we shop your stores (for now) during the week. It was the little people that had faith in your father's dream by shopping at his store. I know, we are now just a small detail lost in all the shuffle of big business. But one of these days, a lot of your small details will no longer shop at your stores for reasons you're not even aware of.
"Honoring the Lord in all we do by operating the company in a manner consistent with Biblical principles." I read this quote in another article about Hobby Lobby. I trust he really believes that his staff are upholding his values. He seems like an amazing person from everything I have read. But when little people, like me, aren't allowed to talk to him, then situations like mine are never brought to his attention. And I imagine there are more questionable situations he is "protected" from.
I wish I had been treated with Biblical principles, not only in my quest to get a message to him, but in the aftermath of an accident I had in one of his stores. I was definitely treated with much less than Biblical principles, unless lies, defamation of my character and callous behavior is one of the principles I didn't learn about in Sunday school.
LAS CRUSES, NEW MEXICO -- Entering the store - I went to the jewelry aisle to find crimp beads and I picked some items off of racks. As I was looking at other things in the store, I remembered that in my purse was a plastic bag of tools, crimpers and wire used to hang my carvings in a show last weekend. I removed a couple of packages from my bag to compare the others with and realized that I had picked up more of the same size, so I returned the ones that I had picked up to the jewelry aisle and picked up some key rings instead.
I then proceeded to the check out counter with my purchases and told the young man that I was putting my things back in my purse, paid for my purchases and started to leave the store when the manager and security accused me of stealing and took me to the office. We watched the videos and they showed me taking the items from the shelf, it showed me returning to the shelf and that is all - it never showed me concealing anything, never any intent to steal anything - I tried to tell him that the items that he took from my purse was mine - paid for at a store in Austin, told him that I had receipts, but not with me as I was just passing through town to another showing of my art works.
I offered to provided them if he would only let me go get them. But instead he never ever offered any proof of his accusations, never asked the sales clerk if he could back my story, but rather had the officers write up a citation to appear in court and would not let me leave the room without signing a paper stating that if I ever enter another Hobby Lobby I will be charged with trespassing! I did provide the receipts to the judge and she dismissed the case, but the manager stole my belongings; literally "kidnapped" me into signing the paper (that is what the Judge called it) - and embarrassed, frightened me and harassed me as I have never been treated before.
What can a person do to regain their pride after something like this. I teach crafts, create woodcarvings, and show my art work all over Texas and New Mexico - I have spent a lot of time and money with this chain of stores - and now to be banned from all of them without probable cause.
ORLANDO, FLORIDA -- First, this company treats its employees like DIRT! This is first. I have worked for this Jesusy company and can tell you that the only people left for customer service in the long run are morons. These are the people that are hired after all the hard work of setting one of these "christian" stores up. They hire the most idiotic people to run the store along with working in the store, because no one else will put up with the BS of the store. The bottom line here is that the reason the Managers and employees are the way they are is because the company is so screwed up in its own demise, it is most likely destined to fail in the long run.
The 10 step process of returning an item for this store is so ridiculous in the year of 2010 it is beyond comprehension. So, of course the employees are going to be rude, they are either worked to death here, or are new hires with little to no retail experience. Their cash register system is so freaking antiquated for 2010 it is beyond anyone's comprehension. I would not step foot inside one EVER again, I will get my stuff online first before I go inside this store again.
BTW -- Opening up one of these store is a 3 week straight process. I mean 3 weeks straight. NO BREAKS! And a one hour lunch every day working 12-16 hour shifts everyday. The breaks supposedly are only 15 minutes twice a day. I am surprised the employees are not fed bread and water during these "H*ll" weeks! Half the people are fired almost immediately after the setup of the store, for stupid reasons. The rest are hand picked from the managers so the ones left after a year are going to be brand new people and the angry store employees who have no business in retail or don't care about retail anymore!
SAN ANTONIO, TEXAS -- Hello. I have a complaint to make and I'm a bit concerned about the quality of service that is being provided at one of your retail stores. Yesterday afternoon (8/11/09) I purchased a piece of furniture from a store in San Antonio Tx. It was marked 80% off and so I spoke to the manager as to why it had been marked so low. The store's manager, **, proceeded to tell me that it was marked down because it had a crack in one of the doors. After inspecting the crack, I figured I could fill it with wood filler and it would be OK.
I purchased this piece of furniture and asked an associate to help take it my truck. The associate, **, helped me load it on to the truck, and this is when we noticed that the legs of the furniture were cracked and had come apart. The associate told me to take it home and see if it would work, and if not I could bring it back to the store. When I got home, we unloaded the piece of furniture and tried to install it in the home. All we did was stand it up, the way the piece of furniture should be, and the legs cracked further and are no longer usable.
I called the store's department today and spoke to the manager and ** (the manager) told me I CANNOT return the item, because he thinks I broke it at home. I specifically told him that his associate, **, helped me load it on to the truck, and it was broken already. What can I do in this situation?
He says that they have a store policy, but looking at the HOBBY LOBBY policy, it states that: "If for any reason you need to return merchandise purchased at Hobby Lobby, please return the product with the original sales receipt within 60 days of purchase. When you present the original sales receipt, we will gladly exchange the product or issue a refund based on the method of payment."
I think I have done everything I can do. It is an unusable piece of furniture, and I am very upset, because I always shop at Hobby Lobby and am greeted with very nice individuals. The store number is HOB-LOB #123 7058 BANDERA ROAD SAN ANTONIO TX 78238-1201. PHONE NUMBER: 210-647-5353. Thank you for your kind of assistance to this matter.
COOKEVILLE, TENNESSEE -- I am a volunteer for our local high school. Our largest fundraiser of the year requires several door prizes and these are solicited from local companies in our community. One of our volunteers approached the local Hobby Lobby manager for a donation and was rudely told that Hobby Lobby does not do "donations." They did offer to give us 10% off coupon. This was fine, we do find larger companies that give to United Way, etc. on a Corporate level and do not do local contributions but there was not an explanation given - just a rude no.
Knowing this we did found ourselves needing several cards cut from card stock or matting (for framing). Since I could buy the matting material on sale, I asked the framing department how much it would cost to cut the cards, approximately 200, and was told $1.89 for each card. I thought this was extreme but thought I would ask the manager if the "labor" for cutting the cards could be donated. I asked the cashier to speak with a manager, she called, then asked me what I wanted, I told her I wanted to speak with a manager about a donation and I knew they did not do donations.
The cashier called me to the phone, when I picked up there was a dial tone. The manager did come up to me and did not speak, just looked at me. I explained about my need and what it was for, and was told a flat NO! No explanation, nothing but a total look of disgust. I proceeded to tell her that I visited this store at least twice if not three times weekly and could not tell her how much money I had spent there, and did not appreciate how I was treated or the fact that they do not support their local communities. She never said another word, and turned around and walked off.
I have only been treated this badly before at Wal-Mart. I won't be visiting any Hobby Lobby stores ever again. I don't understand their promoting their stores as "Christian" establishments when this is the way their managers treat customers.
TUPELO, MISSISSIPPI -- I took some guests from a different country to Hobby Lobby store in Tupelo, MS. My guests found some funny masks and they took turns putting the mask up to their face and took some pictures of the girls being silly. The manager came up to them and told them to stop taking pictures of "their products", they did and explained that they were for personal use for her photo album. He said just don't take pictures of "their products." I was embarrassed as an American that someone would tell them to stop taking pictures.
I went home and did some investigating on whether it was legal to take pictures in a public place. According to the "Legal Rights of Photographers" it is legal to take pictures in a public place or private place. If you see it you can take a photo of it. I called the manager, **, and told her of what happened in a calm voice just to inform her that it was legal. The items that were in the photos are not produced by Hobby Lobby - only items made in China, Japan and other countries and there were no copyright laws violated and it was perfectly legal to do so.
In a rude tone, ** said "You don't call me and complain about it, you can't go to the mall and take pictures." I replied, "Yes I can, just check on the legalities before you tell someone they can't do it." She told me to call the corporate office and complain about it that she could do nothing about Hobby Lobby's policies. I said that I was not aware that Hobby Lobby was now setting the laws and rights of citizens in a public place. But yes I would call them and tell them.
I don't think I will ever shop in that store again unless they have a different manager, one who knows how to accept customers' dissatisfaction. Hobby Lobby prides itself in running their stores in a Christian manner, I think the managers ought to also.
LITTLE ELM, TEXAS -- I bought three items (2 identical wall hangings and one picture framed wall art) for the same price $29.99 each last week. Two of them were 50% and identical. The third one was charged full price. I took the third one to return to the Little Elm store which I happen to go that area today. They refunded me half price saying that it was 50% off last week. I told them I paid the full price. They said it was one of the 50% off items on my receipt. I told them I bought two identical items at 50% off so I knew it wasn't one of them. They didn't listen to me.
After I drove 45 minutes home and found out I was indeed charged the full price for that item and called the store, they asked me to bring the other two identical wall hangings back for them to check. And I have to do so within a couple of hours before the manager leave for the day. I live 45 minutes away (one way) and I have two little kids. I told them I couldn't do that today. They told me I had to in order to get the refund. I was very disappointed!!!
Why couldn't they make the receipt more descriptive so people know exactly which item is for which price??? Why I had to bring all of the items on the receipt back in order to receive refund on one item??? Either the first cashier overcharged me or the returning cashier only gave me half refund. I certainly won't be able to go back today and they just robbed over $16 off me. By the way, the lady in front of me who was returning something left very unhappy. Now I know why!!!