Hobby Lobby — Local services in Kissimmee

I really wish I could give them zero stars after this recent interaction. So I called and asked them if they had a specific item in stock. Gave them the EXACT description and the sku number for what I was looking for. After being on hold for a few min the girl came back and said yep they had one and asked if I would like her to hold it for me? I said sure and I would come and get it tonight before they closed at 8pm. So I drove the 30 min to their store. When I arrived they pull the item out and it’s the wrong item. After 3 clerks start looking into it - it is discovered that Hobby Lobby has the same SKU for two different items. So the item I spoke with the girl about and she put on hold is the wrong item and I drove 30 min for absolutely nothing. The item I wanted was also $2 cheaper than the wrong item they put on hold.

I ask the cashier I was working with if they could at least give me the 40% off since they already have sales going on a huge number of items. Told me she can’t but will call the manager. The manager Mia comes up and flat out tells me she won’t discount the item and will not give me any type of discount. I explained to her the situation and that the cashier on the phone told me they had the right item and even confirmed the right description and sku for me. Mia said they did everything right and it wasn’t their fault. I corrected her and said it was absolutely their fault because they told me they had the right item and even confirmed the description for me. Mia then stated it didn’t matter she wasn’t going to discount an item and lose her job for $2.

So great! Thank you kindly Hobby Lobby and manager Mia for showing absolutely horrible customer service and a manager that has zero compassion and the ability to work through a problem. And instead of trying to help right a wrong - you have now pissed of a customer. Has your employee not confirmed the right item and told me it was the wrong item I would have saved myself the hour long drive and $10 in fuel.

I was also looking to buy additional items while in your store. But instead decided to leave all of it on the counter and will be giving my business elsewhere!

Absolutely pathetic customer service at this location!!! I really hope the $2 discount you saved a multi billion dollar company because of your employees mistake was...

Review for Hobby Lobby (Fabric Department – Closing Hours)**

Tonight I had one of the most unprofessional and disrespectful customer service experiences I’ve ever had at a store.

After being helped by a manager in another section, I was directed to fabric for more animal print ribbons. There, I encountered an older woman (name starting with “S”) who was unnecessarily rude. When I politely asked, “Do you work here?” she turned and snapped, “I hope so.” From there, she gave dismissive, unhelpful answers and spoke with an attitude when I pointed out that her information wasn’t accurate. I told her I didn’t need her assistance and went to the front.

Instead of owning her behavior, she immediately called the front manager to cover herself before I even arrived. The front female manager did escalate the issue but never once apologized or showed any concern. It was clear she didn’t care.

On top of this, after my fabric had already been cut, I learned they don’t take tap payments—only physical cards. When I asked for a hold until after work the next day, I was told they’d only hold it until morning. Again, no compassion, no flexibility.

To make matters worse, they rushed me out of the store and even threatened to close the register on me 15 minutes after closing, as if I hadn’t already been shopping there. It was beyond unprofessional.

Bottom line:

Rude and dismissive staff (fabric + front). Management escalated but offered zero apology or care. Rigid, outdated checkout system with no empathy for customers. Treated as an inconvenience instead of a paying customer.

This entire experience was hostile and demeaning. Hobby Lobby seriously needs to retrain its staff on professionalism, accountability, and basic respect.

I attached proof that the...

It’s a great place don’t get me wrong. However when assumes you’re stealing it becomes not a comfortable place. I was going to by a few items but my daughters burp bib fell on the floor an with a child in hand, a stroller, and having to bend over to pick it up you place the item in your hand down in the stroller an accidentally put the bib in the same place, I get people may have stolen but don’t assume cause I’m in sweats an a hoody that I’m up to something. The floor support made it so obvious an just an uncomfortable experience. She called a manager and stated that there was a woman walking with a child an she put a book in the stroller an tried to hide it. So I in turned clearly stated that if they wanted to assume I was stealing why not offer a hand or a basket to shop with. So I packed up my child, walked to the front, looked for the manager, and clearly told her I was not trying to steal my hands were full, bib fell, an I was accused by your associate when she clearly saw my hands full. She stood in shock and stated she apologized and I also stated if you don’t feel I’m being honest help yourself to my child’s stroller since she stated I had more. She took the item and apologized for the experience. I expressed that I’ve never felt this way. I come a Christian military family. We are brought up well, and to be assumed that I’m a thief by how I’m dressed an a harmless error of trying to balance everything alone with a 2mth old. I’ve never felt like this, such an uncomfortable feeling. Will not...