Hobby Lobby — Local services in Lexington

I thought long and hard whether I should write this review as I typically do not consider myself one who complains. The store itself is amazing. If you need it they probably have it and at affordable prices too. However I never seem to have the best luck with the staff. On my last trip while next in line to check out I was greeted in a friendly manner but the young lady's shift must have ended as she shouted over to her coworker and stepped away. As the second young lady approached she too greeted me or at least tried. She couldn't contain her laughter as she was just called away from conversation with 2 other employees. She didn't make eye contact, instead kept turning their direction shouting what was left of this apparent hilarious conversation. She begins to ring up my items seeming confused and even said out loud "what am I doing? Oh, I know!" Once she has her wits about her another employee walks over and started spraying her with what I first thought was a compressed air duster but the instant headache I received in a matter of seconds led me to believe it was air freshener and a powerful one at that. At this point neither of the ladies are focused on customer service and I began to lose my patience. I was finally able to ask when they get new shipments in as I needed more of a product and just purchased the last in stock. I'm advised of what she called a raincheck where they will take my information to notify me when new stock arrives. Awesome, I don't have to make unnecessary trips just to keep checking for new stock. However, I quickly regretted asking for this service. The employee that she called for to complete this request was the second of the two ladies mentioned before and decides upon walking over it was time to start back up the hilarious banter. She's finding it very difficult to complete this form for me and she too acted very confused as to what she was doing. It comes time to ask for my name and contact information. I repeated myself a couple of times before giving up and deciding she can just call me whatever, I just needed to get out of there before the lovely but pungent fumes caused more of a headache. I've adjusted to the fact my first name will constantly be misspelled even when I spell it and repeat it though this is a first having my last name butchered because she couldn't bother to focus on task at hand (I spelled it twice, the second time pulling my mask away from my mouth and enunciating). Please know I'm not an evil person. I enjoy seeing employees having a good time and seeing coworkers getting along. Laughter is truly good for the soul. However, there is a time and place for such antics. I could have shrugged this all off but I checked my receipt once home and was charged $2.49 for something marked $1.99 on the bottle (twice as I purchased 2). It's not about the money. I will not go broke over the incorrect price entered. It's the principle that if she had been paying attention she may have avoided the mistake and that mistake is what drove me to this lengthy review. I did not feel valued as a customer and am still a bit taken back with the whole experience. I will still continue to give Hobby Lobby my business. They have not lost a customer but I would advise someone review what is and is not appropriate behaviour while on the floor tending...

Changing my once 5 star review to a 1 star review bc of the lack of customer service I've received the last few times I've visited. If you check out my stats you'll see I give plenty of 5 star reviews and barely go on to make complaints but I've finally just had enough with this store. I've worked in furniture & decor sales for the past 10 years & hobby lobby has been my go-to for some of my more affordable finds as well as some of my own purchases. A few months back I ordered custom mattes for some frames I have. I selected a color & waited for them to call me when they were ready. No one ever called. I went to the store & they had no record & couldn't find my items in the back. They even asked me who cut them & I provided the receipt. They told me they couldn't find them, apologized & rushed to make them for me but I still had to come back in a few days to get them. Then the color did not match the sample I selected & the response I got was that the matte samples are older & that can happen. Well update them! I paid for a specific color bc you did not have what I needed! So yea $60 for 3 mattes that they couldn't find & then couldn't match & no offer to refund or discount. Then today I went in & purchased several items. The woman behind the counter never gave me one my bags as I left. I went back in literally 1 minute later &the woman said she didnt have them. I ran out to the car to double check & just as I mentioned, they weren't there. I approach the woman a 2nd time where she says again she doesn't have them & basically brushes me off to continue working, which I understand, but communicate! You forgot to give me my items & now you're going to ignore me as I stand there like an idiot in front of other customers while you just continue to work with zero eye contact. Another woman gets me a manager, who Then gets another manager to review the cameras. Then she explained she didnt see the items on camera, I had to describe the items again & she says oh yea I did see them. Im all for understanding human error, we all make mistakes, but it's the communication & lack of acknowledgement from the workers that upsets me. Im a paying customer just like everyone else I deserve to be acknowledged & not ignored. If that woman took 2 seconds to talk with me today instead of ignoring me after she mistakenly didnt give me a bag of items, then maybe I wouldn't be leaving this review. Poor communication and customer service, then dont work...

Tons of home goods items. Always find a great deal. Only knocked 1 star off because they have so many sale items so its hard to tell whats full price to use emailed coupons. Workers are nice and got more than we needed. 11-12-2023 update Lines are getting longer to check out as they need to upgrade to a barcode system. When mentioned this to one of the managers at the Lexington location they snapped back saying those expenses will be passed on to us the customers. Well you already have a barcode on the item plus you have to pay employees to put the prices on those same items then have a cashier manually type the item in so how cost effective is that? You literally have to touch the item more than 3 times by a staff member to make it sellable and have the lines back up and still complain that it would cost more to fix it to make it run more smoothly. Come on Hobby Lobby... let's get your thousands of items updated for faster checkout. We already buy too many items in this...