Let me start by noting I've always been a huge Hobby Lobby fan-I like their store, the items they offer, and their business and what they stand for. I've been a loyal customer for years, and was looking forward to supporting this Hobby Lobby after my move to Madison about 2 years ago, but I have to say the AWFUL customer service here has driven me to take my business elsewhere. I have NEVER been treated so poorly by a store employee as I was today by Kristie H, the cashier who handled my returns today, and will not be returning because of it.
As I entered the store and saw no line for me to wait in to make my couple returns, the friendly smile I gave the cashier was met with an annoyed look of disgust. As I approached the counter with no smile or greeting from Kristie, I put my items on the counter as I said "Hi! I just am looking to re-" Before I could even finish, she rudely interrupted me with "Anything wrong w/it?" I said "No. I just changed-" Again, she sharply interrupted me saying "How long ago did you buy it?" I started to say "I believe it was-" She AGAIN cut me off saying "Be honest". Confused as to why she would accuse me of lying to her before I could even respond to her question, I said "I believe it was within the last 2 months." Not moving, she goes "Well are you sure because if it was more than 2 months ago we can't look it up". Irritated with her continued rudeness, I said "I think it was within the last 2 months but if not, I'm fine doing a non-receipted return." Without even asking me for my credit card to look up a receipt, she pretended to do something on her register before saying "It wasn't in the last 2 months so you'll have to get store credit." I said that was fine, though I knew she didn't even try to look up my receipt. She then moved onto the 2 wall art pieces and said "Ugh. We don't carry these so you'll have to get 75% off the prices on them." I politely asked her to please check with a manager, as I had just seen them in the store the last time I was there, about 2 weeks ago. She said nothing, sighed, rolled her eyes, and phoned a code over the intercom. Instead of waiting for the manager to get back to her, she yelled down the aisle to ask another employee if they carry them (while ignoring the manager calling her cashier phone in response to her intercom request). I couldn't hear the employee's response, but she came back cheerfully saying "We DON'T carry these and haven't for a long time so actually you'll only get 10% of the price back!!" I was so irritated with her attitude, but calmly said "I JUST saw those exact ones here 2 weeks a--" She AGAIN cut me off saying "NO you DIDN'T b/c that was the wall art manager and SHE just told me we haven't carried these in a long time!!" She was literally screaming at me, which I didn't deserve, especially when there were 2 customers behind me. In shock, I just raised my eyebrows and she continued "Now do you want to return them for $1 each or NOT?!". I replied no. One of the managers had to come up to approve the first non-receipted return. Of course he showed up after this treatment I was just given by the cashier. Had I not been so in shock, I would have brought this all up to the manager there, but I was still trying to process what just happened. The manager finished approving my store credit and as he was standing there with me, the cashier tells me in a completely different tone to "Have a nice day!", obviously just for show in front of the manager.
I've made several returns at this location and the employees always seem irritated by processing them, but I've never been treated like this before. Additionally, the lines here are usually very long and slow, and I've only encountered a few friendly employees. Michael's, just two doors down, on the other hand never has an issue at all with returns, has a great rewards system, and has always had the friendliest employees. Hobby Lobby has lost a long-time customer. read more