We would like to recognize Chris in the Custom Framing Department at Hobby Lobby # 369 in Austin, Texas, for providing exceptional customer service and demonstrating a level of dedication that went far above and beyond our expectations.
Our experience began when we brought in several military awards to be professionally framed and matted. Chris assisted us with the order and was extremely helpful throughout the process. When we returned to pick up the first completed piece, it was immediately apparent that there was a problem with the mat cutting. The laser-cut openings were uneven, the corners were crooked, and the overall quality did not meet the standards we expected.
When we discussed the issue with Chris, he was completely transparent about the situation. He explained that the problem was caused by the mat-cutting machine and detailed the extensive efforts he had already made to resolve it. He had contacted Hobby Lobby headquarters, worked with the manufacturer, and arranged multiple attempts to recalibrate and repair the machine. Unfortunately, those efforts had not corrected the issue.
At that same visit, we had brought an additional seven military awards and memorabilia items that we wanted framed. Naturally, we were concerned that the same problem would occur. We asked whether another nearby Hobby Lobby location could complete the work instead, Chris explained that other stores were experiencing similar issues. We also asked what would happen if the problem persisted? Chris assured us that they would continue working until the job was done correctly and that customer satisfaction remained his priority.
Several weeks later, we received a call that the seven pieces were ready for pickup. When we arrived, we were genuinely amazed by the results. Every single piece was beautifully framed, and the matting was flawless. The cuts were perfectly straight, the corners were precise, and the finished products looked absolutely outstanding.
When we asked Chris how he had managed to solve the problem, he explained that he had taken it upon himself to research the machine independently. He spent his own time watching instructional videos, reviewing information from the manufacturer's website, and studying every resource he could find. Through persistence, trial and error, and a genuine commitment to doing the job correctly, he successfully recalibrated the machine himself.
The final results speak for themselves. The craftsmanship on all seven pieces was exceptional. More importantly, Chris demonstrated professionalism, accountability, attention to detail, and a commitment to customer satisfaction that is increasingly rare to find.
Hobby Lobby should be proud to have an employee like Chris. Rather than accepting a recurring problem, he took ownership of it, invested significant personal effort into finding a solution, and delivered outstanding results for his customers. We highly recommend that Chris be recognized for his dedication, initiative, and exceptional service. His efforts turned what could have been a disappointing experience into one that exceeded all expectations.
Sincerely,
Rob and Jacqueline Duley read more
