My sister went into Hobby Lobby and purchased several pieces of fabric for a quilting project. One piece was 1/4 yard priced at $1.04. After getting home and starting the project, she realized that particular piece of fabric was missing. She returned to HOBBY LOBBY the next morning with her bag of merch, receipt and cutting slip. The clerk at the front counter called a 'manager' (Marcus) to handle it. What Marcus put her through next, when all she wanted to do was to check the cutting table for the missing scrap of $1.04 fabric, was outrageous, humiliating and absolutely unacceptable!!! He said he's "not allowed to give anything away", even though she handed him the receipt showing it had been paid for. Adding insult to injury, he declared that he needed to check the security cameras. He called her in the office, saw the transaction on the footage and STILL insisted that everything on her receipt had been in the stack she set on the counter to purchased. The video showed the cashier place her entire stack of fabrics in the bag as a whole rather than ringing them individually.
Still thinking the missing piece could be at the cutting table, my sister headed to the fabric department with Marcus trailing. The HOBBY LOBBY associate that helped her the day before waved my sister down to let her know she found her piece of missing fabric on the floor, and was hoping my sister would come back to claim it. The associate confirmed everything my sister had attempted to explain to Marcus. He became even more hostile and indignant.
When my sister asked for an apology Marcus verbally exploded, claiming HE should get the apology, even after strongly insinuating she was a thief and a liar. He then walked away with her receipt and refused to return it when asked. It was only after the fabric clerk insisted he give it back to her that he did so.
This entire situation took place in front of customers and other onlookers. She left the store feeling absolutely mortified, bullied and threatened at what had just occurred.
REALLY HOBBY LOBBY?!!! We have been loyal customers, as we are a family of crafters. We also have appreciated your practice of being closed on Sundays. Sadly, after this gross mishandling of a very simple and easily resolvable situation, and the humiliation my sister endured, our family and craft groups will NO longer be giving our business to HOBBY LOBBY - ANY day of the week!!! read more