Hobby Lobby — Local services in Castle Rock

This review pertains to John in the framing department.

I came in a few weeks ago to have some matting cut for a frame. The worker, a young lady, did a great job. She mentioned that if I needed it re-cut for any reason, to come back in.

After mocking up the matting at home, I decided I needed a slightly larger size for a more snug fit. I remeasured the opening on the back of the frame, and wrote down the dimensions to the 1/16”. I purposely rounded up to ensure that I can trim to size on my own if needed, especially since the opening was not completely square.

Returned to Hobby Lobby a few weeks later. Enter John in the framing department. I explained the situation and asked him if he could cut the matting per the dimensions I gave him. Instead, he opted to measure the frame himself (brought in to check fit of the new, re-cut matting); completely understandable. After taking his measurements, he went to the back to cut. Then quickly came back out to double-check, as he could not remember what he measured. The dimensions he stated out loud were an 1/8” off from the dimensions I provided. Even though I expressed my concern, he opted to go cut the matting using his dimensions.

Once done, the matting he cut was, as expected, worse than the original matting. He proceeds to remeasure. I ask him to please just use my dimensions. He reluctantly asks me to write the dimensions down. Takes the dimensions I gave him and cuts the mat. It’s again off by a sizable margin. I measure the matting myself, and the matting is not the dimensions I gave him.

When asked, he starts to blame the cutting machine. It needs to be re-calibrated. Ok, no problem I tell him. Based on the 2 mis-cuts, I do a quick calculation. Seems the machine is ‘off’ by 1/8”. Ask him to recut the matting using the dimensions I gave him, but add 1/8” to compensate for the machine being off.

He starts to become defiant and says that he is sorry, but he cannot recut the matting. That he did his best. That he clearly has health issues (he was wearing an O2 concentrator) and that he can no longer try this anymore. That I need to come back in tomorrow to see the framing manager to have her cut it. I ask him if he is really refusing to do the work? He says yes. Told him that I am willing to work with him on this, that I cannot come in tomorrow, and ask why is he simply giving up. “I did my best”. All of this gets repeated nonsensically no matter how many times I try to ask him to work with me on this.

I give up and ask to speak to a manager. Bridget (sp?) comes by. Explain the situation. At least try to, despite John interrupting me by trying to plead his ‘case’. After a great deal of back and forth with John continuing to be obtuse and disruptive, Bridget goes to the back with John with 2 measurements: the measurements I originally gave him, and those same dimensions plus the 1/8” for compensation.

Bridget comes back out with the 2 cuts. Asks me to try the 1/8” compensation cut first. It’s too large to fit in the frame. Try the cut that has my original dimensions. Fits perfect. Somehow the machine magically works now.

There’s a number of issues to unpack here, but easy to highlight: John’s incompetency with taking accurate measurements; John’s inability to work the cutting machine; and the biggest one that actually upset me---his utter refusal to work with customers when the task crosses an apparently low threshold of ‘stress’ for him.

Hanging behind the framing desk is a certificate that says that John is a certified framer. I beg to differ, and warn anyone who needs help with their framing project to avoid him at all costs. If he cannot competently cut a piece of matting, I find it hard to believe he would have any success cutting wood for expensive custom framing, let alone getting the frame square. Precision, at least with John on staff, is not something I would associate with the framing department at Hobby Lobby Castle Rock. Best to use Michaels if you value good work and...

I’m a frequent customer to Hobby Lobby, Store 21 in Castle Rock, CO. At least twice a week. I was there on November 10th looking for specific items for a chili cook off but was told they didn’t carry that specific item.CJ helped me and apologized. My issue is with the customer service especially with management. CJ and Louise. On more than one occasion I see Louise walking around but has no intention to help either customer or employee…he is arrogant and has no idea of what consists of being in customer service. He has an interest in CJ and will giggle and help him with his schedule, ring him up so CJ can avoid the never ending long lines. I don’t care what their personal lives consist of or how every time CJ has plans he always has to work. I walked around that store looking for many items for over an hour, ran in to Louise several times. Not once did he give me the time of day or ask me if I was finding everything ok. In fact only one guy said hi and asked, if I was finding everything okay. I wish I knew his name. Back to Louise. Once in line the woman ahead of me had a return that the clerk was struggling to render. She asked for help. The guy running the front end tried to help but couldn’t so he called Louise to come help. Louise was put off, and said out loud, “what did you do now?” The woman, clerk and front end guy were embarrassed. Louise had no eye contact and was just rude. So unprofessional. I’ve observed this guy for over a year now. He needs a dose of humility as well as guidance on how to be kind and work well in a retail environment. Not to mention the store (especially bathroom) is...

I've been an avid shopper of this location for years. I purchased about $300 worth of Easter items in March, and was planning on returning two small items that didn't work out when covid hit a few days later.

I had a 6-month-old baby who was immunocompromised, and called the store to see what my options were as I didn't feel comfortable bringing him into the store with me. I spoke with a woman who identified herself as a manager and who assured me multiple times that as long as I had the tags attached and the original receipt that I would be able to return them after the 90 day return policy due to the crisis (assuming covid lasted that long).

My baby had his immune system tested 2 weeks ago and we were thrilled to hear that he was no longer immunocompromised. I wanted to wait a little longer just to be safe, so I waited the two weeks and then called Hobby Lobby this morning to make sure I could still bring my items in; I was told no. Despite having the original call log, all the details of the call, the items in the original bags with the tags attached and the receipt, they were less than understanding.

Hobby Lobby has the best items around but I won't shop at a store that won't honor their word. Sure I'm out the $, but if they had just told me from the beginning I couldn't return it, then it wouldn't have bothered me. But going back on what you said isn't cool, in any situation. Most stores are helping customers out with covid, but not Hobby Lobby. Guess it takes a crisis to find out what places value their customers.

Will be shopping somewhere else...