SmallBizGenius Analysis

Hobby Lobby receives mixed customer feedback, with praise for its extensive product selection but significant concerns regarding customer service and online order fulfillment. While some customers highlight positive in-store experiences, many reviews express frustration with inconsistent policies and perceived lack of support.

Category Breakdown

Scores based on analysis of 96 recent reviews

Customer Service

3.0/10

Many reviewers report negative experiences with Hobby Lobby's customer service, citing rude or unhelpful staff, difficulty resolving issues, and inconsistent application of policies. Examples include being called a liar, being racially profiled, and being denied price adjustments.

42 reviews mention this

Shipping & Delivery

2.5/10

Numerous customers complain about issues with Hobby Lobby's shipping and delivery, including delayed shipments, damaged items, high shipping costs, and packages not being delivered. Some reviewers also mention that Hobby Lobby uses multiple shipping companies, leading to confusion and complications.

25 reviews mention this

Product Quality

6.0/10

Reviews regarding product quality are mixed, with some customers praising the variety and selection, while others complain about cheap materials and defective items. Several reviewers mention that Hobby Lobby has switched to lower-quality knock-offs of name-brand art supplies.

18 reviews mention this

Returns & Refunds

4.0/10

Several reviewers express dissatisfaction with Hobby Lobby's return policy, citing difficulties returning online purchases to local stores, receiving only store credit for returns, and having to pay for return shipping. Some customers also report issues with receiving refunds for damaged items.

15 reviews mention this

Pricing & Value

5.5/10

While some customers appreciate Hobby Lobby's sales and discounts, others feel that the prices are inflated and that the quality does not justify the cost. Some reviewers also mention that prices vary significantly between different Hobby Lobby locations.

12 reviews mention this

In-Store Experience

7.0/10

A few reviewers praise the in-store shopping experience, highlighting the organized layout, wide selection, and helpful staff. However, these positive experiences are often overshadowed by negative comments about customer service and online orders.

10 reviews mention this

Pros & Cons

What Customers Love

Wide variety of crafting supplies available in one location Mentioned 20x
"I am always impressed with the variety of their stock. I spend hrs in this store and sometimes don't even buy anything, it's great just to look around."
Frequent sales and discounts on various items Mentioned 8x
"My expierences at Hobby Lobby are amazing! Every two weeks their products go on sale, and they are around 50% off!"
Organized store layout makes it easy to find items Mentioned 5x
"I enjoy shopping at Hobby Lobby. I find their store is organized and the aisles are clean."
Helpful staff in some locations Mentioned 4x
"My husband and I was shopping at Hobby Lobby today. And had a great experience with the staff (Tony and Tina) They didn't just assist us but went up and beyond. Thanks to them we will be back"
Good selection of seasonal decorations Mentioned 3x
"This is for the Hobby Lobby store. I love their seasonal decorations and the sales they offer every week."

Common Complaints

Poor customer service, including rude staff and unhelpful interactions Mentioned 25x
"Cashier Terry B. @ Store #23660 was nasty! My wife and I went shopping at the 23660 US Hwy 19 FL store on Black Friday. Our cashier Terrie B. was very rude and hostile when my wife simply ask her to make sure our item was marked down 50%..."
Frequent issues with online orders, including damaged items and delayed shipping Mentioned 18x
"I ordered online and the package didn't show up - they refuse to refund. Don't buy from there."
Inconsistent pricing and policies between different locations Mentioned 7x
"Prices are significantly different town to town. We have about 4 Hobby Lobbies in my area and they all range significantly in prices."
Difficult return process, especially for online purchases Mentioned 6x
"The refund policy is a joke. If you return your online purchases to the local store, you only get store credit and not for the money you paid for."
Questionable business practices and perceived lack of ethical standards Mentioned 5x
"This company pretends to be “Christian”, yet they cheat customers at every turn. Their return policy is dreadful and unfair, and they do not stand behind their products, even if there is a problem with them."

Common Questions About Hobbylobby

Answers derived from customer review patterns

Is Hobby Lobby legit and trustworthy?

Hobby Lobby is a legitimate retailer with physical stores and an online presence, but many customers report negative experiences, particularly with online orders and customer service. While some customers have positive experiences, a significant number report issues such as damaged items, delayed shipping, and unhelpful customer service representatives. The company's inconsistent policies and perceived lack of support raise concerns about its overall trustworthiness. Small business owners should carefully consider these factors before making purchases from Hobby Lobby.

Based on 45 reviews

Does Hobby Lobby have good customer service?

Based on the analyzed reviews, Hobby Lobby's customer service receives overwhelmingly negative feedback. Many customers report rude or unhelpful staff, difficulty resolving issues, and inconsistent application of policies. Some reviewers describe being called liars or racially profiled, while others complain about being denied price adjustments or refunds. While a few reviewers mention positive in-store interactions, the vast majority of comments paint a picture of poor customer service, making it a significant concern for potential customers.

Based on 30 reviews

Is Hobby Lobby worth it for small business?

Whether Hobby Lobby is worth it for small businesses depends on their specific needs and priorities. The store offers a wide variety of crafting supplies and seasonal decorations, which can be appealing to businesses in the creative or event planning industries. However, the frequent issues with online orders, inconsistent customer service, and questionable business practices raise concerns about reliability and ethical sourcing. Small businesses should carefully weigh the potential cost savings against the risk of encountering logistical and customer service challenges before making purchases from Hobby Lobby.

Based on 20 reviews

What is Hobby Lobby's return policy like?

Hobby Lobby's return policy receives mixed reviews, with many customers expressing dissatisfaction, especially regarding online purchases. While returns are generally accepted with a receipt, some reviewers report difficulties returning online purchases to local stores, receiving only store credit instead of a refund. Additionally, customers may be responsible for paying return shipping costs for online orders. The inconsistent application of the return policy and the lack of clear information on the website contribute to customer frustration.

Based on 15 reviews

Why are Hobby Lobby's shipping rates so high?

Several reviewers complain about Hobby Lobby's high shipping rates, often citing that they are inflated compared to other retailers. Some customers also mention a "shipping surcharge" in addition to the standard shipping fee, further increasing the overall cost. The use of multiple shipping companies and the lack of transparency in the shipping process may contribute to the perception of high rates. Customers are advised to compare shipping costs with other retailers before placing an order with Hobby Lobby.

Based on 10 reviews

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