Hobby Lobby — Attraction in South Jordan

I've come into this location probably 4 or 5 times in the last 2 weeks while me and my family got what we needed for my sisters wedding. Everything we bought was high quality, did what it was supposed to do, and was reasonably priced!

The reason for not giving them 5 stars is for their customer service, or lack of customer service I should say. Now, none of the reps were mean or anything like that, but they definitely didn't provide any service to me as the customer except for when it came to giving the cashier my money.

Out of all 5 of my trips in, no one EVER greeted me or asked if I needed help finding something. This is a big store, things are placed in aisles you wouldn't expect. I'd spend over an hour wandering around trying to find items I needed when I could have been in and out if someone had helped me. The last time I came in, I was looking for Super glue, hot glue and staples. Pretty standard items to go into a store literally called "HOBBY" lobby. I spent 1.5 hours looking for a package of staples. Starting around the 30 minute mark out of my 1.5 hour trip, I started asking for help. The first rep said "I honestly don't think we even have staples" uhm what? Isn't this a hobby store? The next rep said they didn't carry staples, the third and fourth rep told me to "try looking over there" and simply pointed in a direction. The fifth person I asked appeared to be in some sort of management position, and even she couldn't tell me where I could find freaking STAPLES. I wasn't looking for Narnia or a unicorn, I JUST NEEDED STAPLES. 5 reps and no one could help me. I finally found them at the bottom of a shelf, not in an aisle, but on one of the shelves between the aisles.

When I checked out, the girl asked if I found everything okay, so I decided to tell her about my 1.5 hour trip to find freaking staples. Her response? "I've worked here 6 months and I don't have a clue where anything is".

Someone should have at least helped walk around with me to find staples, or offered a more detailed or helpful answer, but I wasn't provided with any of that.

Please, Hobby Lobby, your store is awesome but please train your reps on what customer service looks like. If someone has been wandering around the store for an hour, and only has one thing in their cart, they probably need help finding something. Your reps should be asking if people need help, but most of all, if a customer asks for help, your reps should either know where to find things, or a general area where they might be, or they should be at least TRYING to help the customer find it. Your reps acted annoyed that I asked for help. Even your management didn't provide any help. The most help I got was your cashier telling me that she doesn't know where anything is either.

To be honest, i'll be trying another hobby store for awhile so that I can stop spending all evening trying to find basic needs. Which is sad cause you are close to me and I like your product. I've worked customer service my whole life, and to me it seems like your reps get paid to do nothing and avoid working as much as possible. I doubt you all would ever reach out, but if you did, i'd be happy to give more feedback and even change my review. Because I got what I needed, but it was like pulling teeth to get any help from the people whose job...

I am redecorating my house, for that reason I have been purchasing and spending a lot of time in there trying to decide what item would best suit my style. I use to spend several hundreds dollars each time I visit, employees are usually nice if you ask for help but not friendly. They would stare at you if they see that you have been there for more than what they consider "normal". When I know what I want I can spend there half hour otherwise, I could be there for two hours until I am sure to get what I want. If you are the kind of "abnormal" shopper that need to get in love with the item before taking it home, that use a metric tape to make sure the item will fit in your wall or space so you don't have to come back to return it later, that kind of "abnormal" shopper like me you know, well then expect to have someone from the  staff close by  as your own shadow. That always makes me uncomfortable but it haven't bothered me enough to write a review until now. Last Wednesday I purchased several items, I spent over $200, when I came home I noticed that one of the items was added two times so I decided to go back on Thursday morning to clarity the error and ask for a refund of that particular extra charge, I took the item and the receipt with me in the bag they gave me. The clerk in the return and exchange area was a very young girl, while the refund was a quick process the clerk didn't say hi nor tried to be nice or smile, nothing. She was like a cold steady robot. My daughter asked me to let her look for a doll house she really likes so when I wanted to go in the store with the bag and the item I brought for the refund, the clerk said that costumers are not allowed to do that so she retained my item ( a little metallic bucket with a wire holder ) with receipt and all with her until I was done looking for the doll house. I did as the clerk said but I was upset and didn't let my daughter to purchase the house for that reason. I am very discourage to be treated as a thief when all I do is to spend lot of time and money there. Money that I definitely will be spending somewhere else instead of hobby lobby. Apparently they don't care to lose...

We have enjoyed the products and selection here, but the service and efficiency have proven to be pretty subpar.

We came into the store to return some fabric and found that the line for returns was pretty long. Oh well. Except the reason it was long was because a customer with a massive amount of items was checking out using the returns register…so everyone with returns had to wait like 15 minutes for this transaction to finish before anyone could complete their returns.

After getting to the front of the line, we were told to go back to the fabric counter to get it inspected to be returned. Fine whatever, we did that and they kept the fabric. But then we were told that after coming back, we would get to wait in the long return line again. Maybe that’s fair, probably a matter of perspective, but either way it meant another 10 minutes in the return line…and the icing on the cake was that when we finally got to the returns register the second time, the clerk asked “where’s the fabric?”. To which we had to reply that the fabric counter kept it and told us to come get a refund. After some explaining it was taken care of but holy smokes it felt so unorganized, incredibly inefficient, and most importantly, a complete waste of time.

Overall, the products have been great but it feels like such a waste of our time coming here. To the point where in the future it might be worth even paying more somewhere else to avoid...