Hobby Lobby — Local services in Penn Township

I loved the inventory at this location. It's the first time I've been to this store. I was so excited with the items they had and how much they still had for the Holidays especially since "all these items have been on the shelf since June" according to the female manager working this particular Wednesday. Now, this is where the 3 stars came from...this same manager was not helpful at all and then became unprofessional when I asked for a manager, and she smirked while she informed me that she was the manager!!! She was not bothered by my concern and unhappiness. Just to brief you: I was in the isle for Christmas Tree lights for about 40mins checking out lights, mainly trying to find ones that flicker, blink, etc. because my son loves them this way. When I asked if she could assist me, she automatically seemed bothered by my request for help, which was upsetting since my cart was overflowing to the point son grabbed a second cart. Keep in mind she had been standing behind/near me talking to another employee for quite a while while I was up and down the isle several times searching for this feature on light set after light set. They were standing close enough to me that I could hear most of their conversation. So, I do assume she had to notice that I was clearly having a hard time trying to locate a particular item. Her response to me asking for her assistance locating lights with this function was "what we have is what you can see here as all these items have been on the shelf since June". Well, first I didn't realize I was supposed to shop for my Christmas decorations over the summer, second I never knew that when I was ready I would have had to known their store inventory in order for me to know if they had what I was looking to purchase, then lastly, I couldn't have imagined that after finding so many items that I loved and filling a cart with over $300. of inside decor (not counting the outside decor we were going to use the second cart for as well as a new tree to place these lights!! As I mentioned this location had tons of inventory, and I am very knowledgeable and comfortable when it comes to shopping, decorating, and finding items I want/need in a craft store. The isle with lights was completely full, every single shelf all the way from the front of the isle to the end. This wasn't a situation where customers had gone through all the products, destroying the shelves, leaving them scattered with hardly any items left. She could and should have taken a moment to assist me or have another employee come over and try to help me. I left with just purchasing the one cart of items, I wanted to walk out and not purchase a single item from this store, but all that would have done would have been left the items in the cart for her to make an employee put back on the shelves and would have left me without many items I was excited to find. It was about 30mins to closing when I finally asked for her help, and I truly believe she didn't want to...

ALWAYS CHECK YOUR RECEIPTS

We shop at Hobby Lobby often and have learned to check receipts as soon as I get to the car to make sure the prices are keyed correctly. To the cashiers' credit, Hobby Lobby uses an antique system where everything is keyed by hand and the percentage off needs to be checked against the weekly add and entered by the cashier. So there are often many problems with the wrong prices rung up (I suspect Hobby Lobby does this on purpose so they can overcharge customers who don't check their receipts). Additionally, the customer doesn't have a monitor that shows prices as they are entered - hence the reason I have to check the receipt when I get to the car instead of catching them before I pay.

Last night, when I checked the receipt I was overcharged (again) so I tried to go back into the store to have the prices corrected and my money returned to me. We had checked out at 7:56 - 4 minutes before they closed. I was back to doors before 8:00 because we were parked immediately next to the building and I reviewed the receipt quickly knowing that they were closing. After they wouldn't open the doors, I called the store twice, and once spoke to the manager and the next time the assistant manager. Instead of fixing their error, I now have to make a special trip back to the store. I understand if it was something that I had done wrong, I am responsible then in that situation and wouldn't be upset about having to make a trip back to the store. Not only would I have returned to the store, but I probably would have done more shopping while I was there. However, Hobby Lobby made the error and instead of fixing it right away as they should have, I now have to make another trip to the store on a different day.

Customer service is garbage and since there are other craft stores locally as well as online, I refuse to shop there again.

EDIT 10/13: I called the Corporate Office last night and left a message when the store manager refused to fix the issue. They returned my call first thing this morning. Robin (Corporate Customer Service) apologized right away and said that in no way should the store manager not have returned the money from the overcharge last night at the time it happened. The manager should have handled it differently instead of making me return to the store. Robin offered to mail a check for the money owed back to me, which I greatly appreciate. I thanked her but chose to return the items. Hobby Lobby’s corporate office has excellent customer service, too bad the Hanover location can’t...

Rose in the custom framing dept at the Hanover, PA store was a huge help to me today as I was attempting to have a full page newspaper article framed for my son who lives in another state. She measured, offer suggestions, jotted down costs, and then reconfigured everything after my son asked if there were other options to bring the cost down. Since the dimensions of the newspaper were not standard frame dimensions, she took several packaged frames off the shelves that were larger than the newspaper and suggested mattes and offered ideas to make it work at a lesser cost. During this process my son and I were texting back and forth, me sending photos and details of her suggestions and him responding with approvals, more questions, etc. The whole process probably entailed 1 1/2 hours of her time yet she remained so patient and willing to help until we were satisfied. I so appreciated this super customer service from this...