Hobby Lobby Customer Service

User Reviews, Ratings and Comments

Hobby Lobby customer service is ranked #98 out of the 946 companies that have a CustomerServiceScoreboard.com rating with an overall score of 57.89 out of a possible 200 based upon 68 ratings. This score rates Hobby Lobby customer service and customer support as Disappointing.


61 Negative Comments out of 68 Total Comments is 89.71%.


7 Positive Comments out of 68 Total Comments is 10.29%.

Issue Resolution




Product Knowledge

Disappointing Overall Customer Service Rating

  • Hobby Lobby

    Customer Service Scoreboard

    • 57.89 Overall Rating
      (out of 200 possible)
    • 61 negative comments (89.71%)
    • 7 positive comments (10.29%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.8 Issue Resolution
    • 5.0 Reachability
    • 6.4 Cancellation
    • 4.1 Friendliness
    • 5.5 Product Knowledge

Add your review!

Posted by Jess

Tonight, 7/14/18, I was checking out as the store was closing. I purchased a wooden stenciled wreath but it was left at the register. Once I got home I tried calling but there was no answer (as I figured given the drive home being 20 minutes) but I was hoping there would be an answering machine at least to leave a message. Being Saturday night the store won't be open until Monday. I'm hoping I won't have a problem picking the item up later. Not sure what to do to prove it was left at the store.

Posted by alissa

Cashier Angelique is the rudest person I have ever met she must not like her job at all. You should not be working customer service if you don't know how to treat customers. She acted like I was bugging her and to top it off I called her out on being rude and she started arguing with me who does that?

Posted by Will1116

I don't get the point of offering a 90 day return policy if you will not honor it. I was within my 90 days and had the receipt for my purchase but was still refused a refund my because the fabric was wrinkled. Many years I have worked in customer services (sales) and never acted this way towards customers. I would understand if I was outside of the 90 days or breaking some type of policy for their returns but I wasn't, I was compliant. I don't see anywhere it says I can't return fabric because it's wrinkled. Not only was I refused a refund but had a lady in the fabric department named Barbra, mumbling smart remarks underneath her breath. That was very unprofessional for staff to treat me that way. You have definitely lost a customer for poor customer service and will never spend money here again. I'll be sure to tell my friends and family to not shop here ever again unless they want to be treated like trash. Michaels is a whole lot better!!

Posted by Not a fan

Most cashiers are ok, but the front managers are often distasteful and do not treat customers well. I signed up for emails multiple times and have not received any yet.

Posted by Cotton

I purchased a lot of yarn with my debit card a week ago. Today,they've advertised that all yarn is 30% off. I'd planned on returning the yarn and repurchasing most of it at the lower price. After reading these comments, it sounds like I should tread carefully and probably just cross Hobby Lobby off my list of stores to shop at. Michael's is right next door, so, I'll shop there!

Posted by Dra

Customer service manager was very rude, no smil rude. Some cashiers are very rude
You need to be sure when you buy anything from hobby Lobby.

Posted by JOYCE

My Grandaughter Received Wedding And Shower Gifts That She Cannot Use. I Dont Understand Why She Can't Getfull Refund Or Store Credit For Full Amount. This Is The Main Reson I Won't Buy Any Wedding Gifts At Hobby Lobby. I Would Know To Save Reciept But Many People Don't.

Posted by Anonymous

Hobby lobby has the worst return policy. We received a puzzle as a Christmas gift. We asked to exchange it for another picture/design.
They said they stopped ordering this design in June and would not take it back with out the receipt. We explained it was a gift and that just because they stopped ordering it that the product was still on the shelf fort purchase at Christmas time.
It was new and still in plastic wrap.
They offered 0.00 fort their product that was our purchased gromm their store. All we wanted was an even exchange. They refused.
We spoke with management at their corporate office who also refused.

Sorry hobby lobby but you do not have a Christian attitude that your store image portrays when it comes to returns.
You have lost my business and will share my experience will fellow Christians

Posted by pdr

Bought a pre-lit Christmas tree that quit working after three weeks. The store told me they think that tree must have been defective because they had two other people return the same one. BUT they will not let me return mine because they don't have any more of this particular tree and they will not give me back my money. It's going to be really fun packing up and shipping a huge Christmas tree for warranty service. I think I'll just throw it away and get a real tree next year. What a bummer. I will not be shopping at Hobby Lobby any more.

Posted by mkrmom

I just tried to return some fabric to Hobby Lobby. I had the receipt. My return was refused because I didn't have the "pink receipt" from the fabric department. Apparently, the SKU# next to the price isn't an indicator of what you actually received. Back home I went. Dug through threee waste baskets and two trash bags which had the remnants of mine and my son's Christmas crafting extravaganzas. I found the "pink receipt." The Pink Receipt has NOTHING relating to which fabric was cut. It is handwritten. It has the yardage - "1" and a price next to it. This is less info than appears on the receipt. My son bought the fabric there. I haven't shopped there since they decided to fight the ACA provisions for their employees on "religous grounds." I just added another reason why I won't shop there - ever.

Posted by pilotgirl22

I realized I got charged 27.99 for an item that was priced 4.99... I questioned the cashier but she replied with "yeah this kind of stuff is expensive." Not thinking more on it, and agreeing, I stupidly didn't check the receipt and threw it out. Just now when I'm starting my project, I realized the error. Of course, it's hard not to make that kind of mistake when the cashier TYPES IN ALL THE PRICES? Seriously, why isn't there a barcode system at Hobby Lobby?? This seems ludicrous to me. Checking out always takes ages. I know I won't be able to bring this up without a receipt, so I'm just sharing my experience to warn my fellow crafters.

Posted by Swalker3061

I've never had a problem returning anything to Hobby Lobby but because they have alternating 50% off sales each week and the 40% mobile coupon you HAVE To KEEP your RECEIPT. I ALWAYS put mine on the fridge until I'm sure I don't need to return. They have to be strict on the 50% return without receipt because wayyy too many people would try to get over. But yes, I do agree there have been a couple locations where they seem untrusting of my need to return.

Posted by Anonymous

Think this is a bad policy and an inconvenice to your customer not to be able to return to a local store merchandise that was placed on line and the wrong
merchandise received.
This is my first order I have ever placed on line,
must say I am disappointed. Know errors are made,
but in this case feel as Customer should be able to return to a local store.

Posted by Joy

I called corporate after my unopened fondant return was not accepted. They called the manager, called me back promptly, and told me to return to the store for a refund. The original cashier was very rude so another cashier took over and was very kind while processing my return.

Posted by Upset Hobby Lobby Customer

I didn't realize I could not return my online purchase to a store - that is crazy and I will think twice about going to Hobby Lobby. I would never purchase anything from them online - why would you if you cannot return to store. They need to fix this problem if they want to have happy customers or a successful online business.

Posted by Michelle Perry

Can I exchange an item without an original receipt?

Posted by Leah

Try to return a item with a receipt but they said i couldnt return it plus employee was rude about it. Dont believe they actually do returns or exchange so be wary when buying.

Posted by [email protected]

I had 2 seperate returns that we didnt have receipts for, however, we shop these stores ALL THE TIME, and several employees recognized and acknowledged us as we shop. We returned the items to the purchase location, and on both returns, we were given an exchange gift card. When I tried to use the first one, it stated funds depleted. Per card balance funds were never loaded. Its been almost almost 30 days, been treated like a thief, embrassed by the employees in front of other customers. Now just to make a point, i did the 2nd return and given an exchange gift card. Later the same day as i tried to use it, and of course "funds depleted"! They have no intention of correcting this either! This is theft, this is fraud, its extremely poor customer service. And if Levi in corporate office insinuates im a thief ONE MORE TIME, I WILL SUE THIS COMPANY! I have filed a complaint with MO Atty General. They commit fraud daily and steal from their customers. I have $265 in useless cards, outta pocket $265 for original purchase. Hobby Lobby received their merchandise back and plus kept the money from purchase! Im contacting an! attorney

Posted by Mary

Ordered fabric On Line and silly me, I thought I could just return it to the store as it wasn't the fabric I thought it would be. Again, silly me.. did not even think to read their return policy! Drove 20+ miles to our nearest store and low and below.. no return. I went back to the fabric dept and there was the exact fabric. But still not able to return it at store level. Returned it via UPS and my refund came through almost $11.00 short of my purchase.. they kept shipping which I'm assuming was less than the $ they took from me. Will never order On Line from them again.

Posted by HL????????

I bought with debit card and pin. Returned the next day with reciept and merchandise. Going to take 7-10 days to get my money. It took 2 seconds to take it out but 7-10 days to get it back. I will never step foot back in one of your stores and anything I have at my house from hobby lobby will be taking to goodwill. Word of mouth goes a long way. I hope Micheals bankrupts you.

Posted by Disgruntled crafter

Friday, June 2, 2017

I have a number of complaints about store associates' attitudes at the Bridgeton, Missouri store, but I'm going to stick with the experience I had this evening for now.

Just prior to the announcement at 7:45 that the store would be closing, a store associate came down my aisle straightening the shelf items. At everything she encountered that was out of place she expelled a heavy, exasperated sigh. Very distinguishable, and just short of groans. She would pick things up and slap them into place. She increased her level of exasperation the longer I was in her aisle, and caused me to have to maneuver around her to see or pick up an item. She even picked up and dropped all the dowel rods, making a loud crash with each bunch, seemingly just to make a point. Seriously? Do the dowel rods really need straightened? At checkout I mentioned that the lady straightening the woodcraft area was very unhappy and obviously did not like her job. The checker proceeded to tell me the associate worked two jobs and had a very stressful day. I get that. I have compassion. Where I draw the line is the attitude that because you're unhappy you have to tell everyone around you or make their problem your problem. I'm sorry you're unhappy. If I can help you I will. But not when you are a disgruntled store associate & I'm trying to hurry up and make a selection so that I don't get glares from the rest of the employees because it's too close to 8. To make excuses for a store associate with a bad attitude is INEXCUSABLE!

On an additional note, the checker was telling a new associate in a mocking tone how everyone rushes to the front as soon as the announcement plays that the store is closing. I understand you close at 8, but there is a very distinct negative and shaming attitude toward anyone that's not rushing to the front at a quarter till 8. It's ridiculous and NOT customer friendly.

>>> Please relay these complaints to the store manager.

I can promise you, you don't get that attitude at Michaels. Go there and ask questions to see for yourselves. They are always glad for your business and take personal responsibility for their knowledge and service. Their customer service over the years - no matter what store I go to - far exceeds Hobby Lobby's. I've been going to these two stores for many years (in 3 states) and Michaels always has superior customer service. Very rarely do I find friendly or knowledgeable customer service at Hobby Lobby. I'm not going to pull the religion card here, but it certainly doesn't promote your highly advertised values. That's what is truly shameful and hypocritical.

Someone who spends a lot money at craft stores.

Posted by Angry in Marrero

i had purchased items for a gender reveal party that had to be cancelled since the baby's gender wasn't known. I had probably 4 different receipts. As the cashier was going thru the merchandise a checking off the items She notices the dates on them and sarcastically tells me that they can't take the items back because of the 90 day policy. And tossed some items around saying "We don't even selll this anymore ". I said " Really? Because I was in here in the other day and y'all still was selling it ". After her rude attitude she took back 2 receipts wuth a total of 4 items equallying $12.04. What added to my already frustration (due to her attitude) was that 3 of my receipts were purchased on the same day but she only took one back. She gave me a migraine. I will not be back in there again. Such poor customer service. If she would have just explained the policy in a polite manner I would have been ok

Posted by Mark

Very upset at hobby lobby today. Came in to return a metal item that I discovered was broken. I was asked at the door if I had my receipt upon entry and I replied yes and left the item up front. Went and got another one off the shelf and noticed that there was another broken one there. Picked up a good one and waited in line. I saw the girl talking with a mgr and he walked over to me holding the item and asked If I had my receipt. It was very embarrassing to have to discuss a return WHILE YOU ARE IN LINE with other people on both sides waiting to check out. Showed Mgr on their posted sign that a receipt was not required on exchanges. He never got it. I got very upset because I felt like I was doing something wrong. Ended up demanding and getting a refund because of the way it was handled by them. Long time customer, but I will never allow myself to spend another dime with them. I am going to miss going in there.

Posted by Brandi

I bought $70 of stuff aar Hobby Lobby using my bank card. I need to return them as what i was going to use them for i no longer have. Will i get my refund money as soon as make the refund or do I have to wait says and days?

Posted by ammjsm22

I have never purchased from a store where if U purchase with cash or pin debit and return something, U cant get cash back. I purchased well over $100 worth of items from Hobby Lobby for 2 projects I was working on for my children. I always purchase with cash or pin debit if I think I might need to return a few items so I dont have to wait up to 7 days to get my money back. I understand if something is purchased with credit, the refund must go back on the card. But, when you purchase with pin debit, that is basically the same as cash. I have never had a store deny me cash back on a pin debit purchase til I had to return something at Hobby Lobby. They demanded I put it on the card. It was only $46 out of the "WELL OVER $100" purchase. So, I now have to wait up to 7 days to get my money. On top of this, Hobby Lobby makes you feel like a criminal by sceutinizing everything and having to have a manager present. I immediately walked down to Jo Ann Fabrics to return my extra items that i purchased there 4 this project. I had no trouble there getting cash for my pin debit purchase. Then, on to walmart and same there. No problems at all getting cash 4 my pin debit purchase. I spent $250 on these projects and only returned $100 total. Hobby Lobby was the only store where it was a hassle and a manager had to be called. Jo Ann Fabrics and Wal mart will be the 1st places I go from now on. I could have purchased all my items at those stores and not had to deal with Hobby Lobby. Hobby Lobby, you just lost a good customer that spends a lot of money in your store. You need to take a look at your return policies and make them easier for your customers. You are the only store that I shop at that doesnt allow cash back on a pin debit purchase. It seems as if you want to make it as hard as you can on your customers, therefore, you lose good customers.

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Posted by Carly

While doing a return in the Hammond, La location, Leanna and Myrtle were so patient! I was doing a return for some stuff bought for my daughter's birthday party that we didn't use, and I had about seven different receipts. They took their time and were so patient with me. I work in retail, so I know the pain of returns! I am so impressed with their customer service! Thank you, Leanna and Myrtle!

Posted by maribeth

The cashier at Mt. Vernon Il, Mandy, was very polite friendly.

Posted by poodle

Had very helpful and friendly customer service woman. Fixed my problem, straightened out my order, and did it all fast and efficiently. Had NO luck with the emil link on their website. contact help.com allowed me to call an actual person.

Posted by Anonymous

My disappointment comes from Hobby Lobby doing away with their Darsee and David's scented jar candles. I don't know why they would have done that. Everyone I know is disappointed in this decision.

Posted by Anonymous

My first time at hobby lobby today. We met a young man by the name of john. This man was helpful and went above and beyond for us. He deserves a raise. This was at store ten in las cruces. I will be going back because of him. When we checked out we were told that this was his first week working for them. He was knowledgeable.

Posted by Anonymous

Compliments to Steve in the framing department at Hobby Lobby in Lake Havasu City, Arizona. Steve rectified an improper framing job done in his department 2 years earlier without any additional cost to me. I appreciate his good service as well as his expertise.
Thanks Steve!

Posted by Anonymous

I don't usually comment on the service received from retail employees. However I have met Beverly Houston with the Collierville, TN Hobby Lobby and have to say that I found her to be very sweet and a refreshing difference to the normal experience I normally receive from employees who really look like they are just ready for their day to be over. From my experience Ms. Houston has went above and beyond to make sure we were satisfied with the frame job she completed for us. If I ever have the need for a professional framer this is where I will go from now on. If she ever leaves Hobby Lobby and opens her own store my business will follow her.

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