Hobby Lobby Complaint - Don't blame me for your mistake please. - general customer service as applied to SpeedBall Speedy Carve Stamp Making Kit
general customer service as applied to SpeedBall Speedy Carve Stamp Making Kit - Complaint
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 here 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 15min 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. (Marsha and Lisa in the East Ray Rd, Phoenix, AZ store are especially helpful and friendly! Even before they new 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.