I am copying and pasting my emails and their responses to/from Hobby Lobby. It is my hope that my negative shopping experience with them will discourage anyone who reads this blog from shopping with them. I know I will not be entering their store again:
From: gallerita?
Sent: Friday, August 14, 2009 4:36 PM
To: Customer Service
Subject: I did not get the sale price
Name : Rita L
Telephone : 817 nnn-nnnn
Email : gallerita@?
- - - - - - - - - - - - - - - - - - - - - - - - - - - -
Hi, I purchased two sets of metal framing measuring 14" X 22".
They were suppose to be 50% off. I was charged 2X $7.99 for the 14" pieces
and 2X $10.99 for the 22" pieces. Those two amounts should have be discounted by 50%.
Therefore, Hobby Lobby owes me 18.98 + 8.25% tax $1.57 for a total credit of $20.55.
I called the store #272 and spoke with a lady named Robbie. I explained to her that it was a
fluke that I was in that neighborhood and I wanted credit for the over billing.
I am writing to you to see if you will credit my amer exp the amount overcharged without
the need for the extra trip to a store. My ref# is 92232014362. The apr# c a582115.
These numbers were taken from the receipt. Please advise as soon as possible.
Thanks, Rita L Lucio
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following is the response I received:
from Cherie R. Allen
to "gallerita@?"
date Mon, Aug 17, 2009 at 8:39 AM
subject RE: I did not get the sale price
Reply
Follow up message
Dear Rita,
Thank you for your e-mail.
I am sorry that this happened to you and for the inconvenience you have experienced while
shopping at Hobby Lobby. Unfortunately, our cashiers do make mistakes from time to time
when checking out merchandise. If that happens, you must bring in all the items you purchased
to get the price correction. The reason you must bring in all of the items is that our receipts
are not itemized and show no details of what items you purchased. Again, I am sorry for your
situation.
Your feedback on the performance of our stores is very important. Thank you for taking the
time to tell us about your experience with our store and giving us the opportunity to improve our
service for you.
We hope that you will continue to shop at Hobby Lobby and that all of your future visits are
pleasant and productive.
Cherie Allen
Customer Service
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Rita Lucio
to Cherie
date Mon, Aug 17, 2009 at 4:07 PM
Reply
Follow up message
This is unfortunate. I have been a constant shopper of Hobby Lobby and normally pay fast
attention to the prices being charged and correct as they happen. A lady in line behind me began
a conversation and distracted me from this task.
My time is valuable to me. And your suggesting that I load these items into my car and bring
them back to Hobby Lobby so you can verify that this mistake is factual is ridiculous. I have
already used one of the sets of framing. Doing this would risk breakage. I purchased these
items solely because of the 50% off sign in front of them. It is not my fault that you use an
antiquated system that does not scan correct prices. I provided you with all the pertinent
information from my receipt. It is my hope that you will trust what I have told you and credit
my american express with the overcharge. Please do the right thing.
If you would like to call me regarding this my phone numbers are 817 nnn-nnnn cell or 817 nnn-nnnn
home. I normally arrive home around 3:15pm Texas time.
Rita Lucio
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Cherie R. Allen
to me
show details Aug 18 (4 days ago)
Reply
Follow up message
Dear Rita,
As stated in my previous email, the only way for us to consider a price adjustment is to return
to the store with the merchandise and the original cash register receipt. The reason is that our
receipts are not itemized and show no details of what items you purchased. Again, I apologize for
any inconvenience this may cause you.
Thank you,
Cherie Allen,
Customer Service
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Rita Lucio
to Cherie
date Fri, Aug 21, 2009 at 6:23 PM
Reply
Follow up message
Cherie,
It is unfortunate that you have taken this stand. I am out $21 and you are out hundreds of dollars
of profits by your loss of me and mine as customers. I am a very crafty person and have in the
past spent a small fortune with Hobby Lobby. With this transaction, I will never again step foot
into a Hobby Lobby. Additionally, I have a blog that is read by friends and family, I can assure
you my very crafty friends and family will be relunctant to do business with a company that cheats
its customers by their unethical business practices after they read my emails and your responses
to them on my blog.
My one last request to you? Please remove my email from your mailing list: gallerita@?
Sincerely,
Rita L Lucio
Rita, don't stop with a store manager. Go up the chain to Hobby Lobby Corporate.
Posted by: Leah at August 24, 2009 03:23 PMBummer! That is so frustrating. Luckily there are alternatives to Hobby Lobby. I tend to go to Michaels whenever I'm feeling crafty, anyway.
Posted by: Daughter at August 25, 2009 10:46 PMI've had my own issues with Hobby Lobby, and it's usually a store of last resort for me. I can't believe they still have such an antiquated system, too, in this day and age. Given the amount of money they make, especially in holiday season, there's no reason in my mind that they can't upgrade their system to benefit customers AND themselves.
Posted by: Meredith O. at October 22, 2009 08:16 AMHobby Lobby is a rip-off.
Posted by: John at March 5, 2010 07:35 PM