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Hobby Lobby Complaint - Rudeness of Manager and Lack of Community Support - Customer Service
Customer Service - Complaint
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 manger, 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 explantion, 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.
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 manger, 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 explantion, 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.
Comments:
Posted by heaven17 on 2007-03-14:
Your volunteer was told "No" the first time. I don't understand why the second time was such a shock.
Most corporations make charitable donations on the corporate level instead of the store level since I'm sure they get hit with these kinds of requests a lot. It's just easier to handle that way.
Maybe in the future, if you're told "No" once, you should just move on and not make unfair assumptions.
As a matter-of-fact, from their website:
The owners of Hobby Lobby wish it were possible to respond affirmatively to the numerous appeals for contributions that are received each day from the hundreds of communities that we serve. Knowing that it is impossible for us to contribute merchandise and or funds to all the fine groups that are a part of each city, Hobby Lobby gives special consideration to churches, schools and national charitable organizations such as Boy Scouts, & Girl Scouts by extending a 10% discount on merchandise purchased by these groups. In this manner we offer our support to these local organizations.
Most corporations make charitable donations on the corporate level instead of the store level since I'm sure they get hit with these kinds of requests a lot. It's just easier to handle that way.
Maybe in the future, if you're told "No" once, you should just move on and not make unfair assumptions.
As a matter-of-fact, from their website:
The owners of Hobby Lobby wish it were possible to respond affirmatively to the numerous appeals for contributions that are received each day from the hundreds of communities that we serve. Knowing that it is impossible for us to contribute merchandise and or funds to all the fine groups that are a part of each city, Hobby Lobby gives special consideration to churches, schools and national charitable organizations such as Boy Scouts, & Girl Scouts by extending a 10% discount on merchandise purchased by these groups. In this manner we offer our support to these local organizations.
Posted by Hugh_Jorgen on 2007-03-14:
So although you already knew they didn't do local donations at the store level, you decided to ask for $378 worth of freebies anyway? Perhaps they could have been nicer about turning your group down (again), this person was just the messenger.
Posted by Stew.old on 2007-03-14:
I come from a small town in a different time. Then the business owners were part of the community and acted as such. The big chain stores are not really part of the community as the owners or those with the controlling power are seldom part of the community they serve. When the businesses were locally owned the profits generally stayed in the community. The big box stores harvest profits (money) out of our towns in order to build more stores (in other towns/states) , pay dividends or sustain other investments. It's free enterprise and I'm all for that. Consumers (all of us) made the choice to put the local guys out of business in favor of the bigger national chains. The lack of community involvement is just one of the many unfortunate consequences. Good review!
Posted by spiderman2 on 2007-03-14:
stew -- have you ever run a business? My husband and I do and if we gave money to every cause that asked, we wouldn't make a profit or be able to pay our employees. You would not believe the solicitations for donations that we receive on a weekly basis. Many of the organizations we have never heard of before. We do pick and chose who we will support, but unfortunately, we cannot donate to everyone who asks, even if their cause is worthy.
Posted by UrFriendlyPirate on 2007-03-14:
I've got to agree with Stew on this one.
Posted by Stew.old on 2007-03-14:
spiderman - Of course you can't give to everybody but you kind of made my point - "We do pick and chose who we will support" which is a luxury that the national chain store managers don't have as they must follow corporate policy. You are part of your community and act as such.
Posted by volunteer on 2007-03-14:
What made me so upset is the total disrespect for me their customer, not me the person asking for a donation. We get turned down all the time but 99% of the time in a respectful manner.Are we all getting to the point of totally disrespecting our customers? I have worked in Customer Service for 11 years and it would never enter my mind to be this rude to a customer no matter what they asked for. It's called respect and professionalism.
Posted by Slimjim on 2007-03-14:
Again, it is not appropriate to come on the internet and slam a business for refusing to donate to a charity, school, etc.. You weren't assaulted are even verbally abused. The manager was just rude in the manner of refusal. You certainly would be justified not to patronize them again at your discretion, but I do not believe anyone should be participating in soliciting if they feel in the right to post negative smears on the web because of the tone or way they were turned down.
Posted by Stew.old on 2007-03-14:
slim - you probably need to read and re-read the post and the subsequent comment by volunteer. Sleep on it – take the time to comprehend and internalize what was written. I look forward to reading your apology tomorrow.
Posted by Slimjim on 2007-03-14:
I understood it just fine stew. So did spiderman2 and Hugh.
Posted by werner on 2008-08-30:
I can see this isn't the only Hobby Lobby complaint. I own a business as well, and there are people that upset me. I've found it's better to be nice anyway. Obviously, if a business is rude to people, then they have plenty of money and don't have to worry about customers not coming back. Some people can be wound so tight and conservative that they seem paranoid someone is going to take a little of their precious money. Corporations may own stores, but most of the time they are managed by local people.
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