I bought a simple $12.50 crafting tool at Hobby Lobby, and when I was waiting in the ridiculously long line I almost put it back, because I had an odd gut feeling remembering how ridiculous their return policy was (despite the happy sign that proclaims otherwise), but I bought the item anyway. When I got home I found that the tool was broken. A metal nut, necessary for using the tool, was broken in half. (How does that even happen?) I gathered the package contents, resealed it and returned to the store.
The return line at the store was 10 people long because there was only one other register open. When I finally got up to the cashier and asked to return the item because it was broken she said, "I can't take this if you've used it." I explained that I had not used it, and could not, because it was broken when I bought it. She had to call down a manager who walked away to take it to another manager upstairs. She was gone five minutes. HL wait time: 20 min.
When the manager came back she said they could not accept the return because the item was broken. I explained that YES, THAT WAS THE EXACT REASON I WAS RETURNING THE ITEM. It was broken when I bought it. She said that if that were true she still could not accept it because there were parts missing from the package. There were no parts missing from the package; I assured her of this. I asked if she would like to compare the contents to the package on the shelf, because I would be happy to prove that all the contents were there. (It was odd to be accused of stealing a part...what part?...from a $12.50 crafting tool. I wonder in retrospect if the manager also believed I had intentionally broken the metal nut in half, and what she suspected me of cutting it in half with...my teeth?)
She got mad, refused my request to find it, and went stomping off to (presumably) find the product herself, without asking me where it was. I suggested that the cashier start taking other customers rather than waiting on me at that point . The cashier stood during all of this while the line got longer. Why should I, rather than say the manager [or common sense], be the one to suggest that she return to work and not make others wait even longer? HL wait time: 30 min. BONUS: my ID and debit card were held by the cashier the whole time, so I couldn't leave if I wanted to.
Naturally the manager could not find the item. I asked her if she would like me to find it (again), instead she grabbed a young male employee, and sent him to look. I said, "wait" and directed him to the item. Another 10 minutes passed; HL wait time: 40 min. He returned empty handed. At this point the manager asked if the item even came from their store...despite saying HOBBY LOBBY on both the item and price tag (at this point I don't even know what I am being accused of). I asked again, if someone would like ME to find the item (since I actually know where it is). The manager huffs "Fine" and orders the young man to go with me. (What exactly do they think I am going to do?) The young man and I discover that the item is out of stock. The display space and UPC code are there, but they are out of the item. Super great! HL wait time: 45+ min.
When I return up front we (employee and I) both inform the manager that the item is out of stock. The manager says that since the item is out of stock they can exchange it and call me when the item gets in. I say, "No, thank you, I do not want to exchange it. I want to return it. This is a poorly made item." I remind them that it was broken when I bought it. The manager says "I don't see how it's broken." I show her the broken nut again. She says "it must have broken when you used it." I replied that had I been able TO use it I would not be returning it.
At this point I was done. I grabbed my unprotected ID and debit card from the counter and said "You know what? It's $12.50. Why don't you just throw it away for me. This is the most ridiculous situation I have ever experienced with a return. This store is ridiculous."
Unfortunately I timed my "done" moment poorly. My friend was still wandering the store, so I stood waiting while five cashiers and the rude manager muttered in a huddle. At this point another manager emerged from upstairs. They muttered a while longer while I silently willed my friend towards the exit. Just as he arrived at the front, the rude manager gestured towards me, and the new manager waddled over with the item in her hand. She stopped me and said, "Ma'am, since we don't have the item I can put in a special request that we refund your money." I tell her no. I also tell her (since I am a college professor) that this is a learning moment for her and her employees...don't treat people like crap, or you lose customers (and get bad reviews on YELP). She stuttered and stammered and tried to follow me out the door (why?). HL wait time: 1 hour. Result: fury and -$12.50. Never again.
Shame on you Hobby Lobby! read more
