Hobby Lobby — Local services in Wilmington

I will start this with I am not a frequent shopper here. I received a gift and needed to exchange it. I picked out what I needed and got in line to exchange. There were two cash registers open and I just got in one random line. Both had info about their return policy on the cashier station and I didn't see anything else on the cashier station indicating one was specifically for exchanges and returns. I wait in line get to the cashier just to be told the other register is the only place you can do returns or exchanges. I turn around and then see the giant sign hanging from the ceiling that says returns and exchanges over the register. I go to the back of the other line because that was my mistake but when I get to the back of the line I realized why I never saw that sign. I have included a picture of said sign and how it looks from the back of the lines. The sign faces the other cashier and register to the left and then the shopping carts and Easter misc items to the right. I could have maybe seen it when I walked in if I was looking at the ceiling in various directions. Going to the back of the other line added 30 minutes to my visit to Hobby Lobby. I have the time stamps from when I texted my husband that I had to go to the back of the line and then called him once I got to my car so it was actually, literally 30 minutes. The actual exchange process and interactions with the cashier were ridiculous as well. I'm not really going to elaborate on the cashier problems because I'm not looking to get anyone in trouble and I think it was not a malicious interaction. If you don't have the receipt (which I did on my phone but they couldn't scan it) then you need to show your ID. That's stated on their return policy information so fair enough. You also need to provide your phone number and sign and print your name on the receipt, a manager has to oversee the whole process and then also sign the same receipt you signed and printed your name on. That's a little intense for an exchange but whatever. I had a little store credit but gave it to the next person in line because I have no plans of ever returning for reasons included and not included in this review. Really all I want is for someone from Hobby Lobby to read this and understand how stupid their giant sign is and maybe rectify this by adding another sign that faces the patrons or just rotating the current...

I will no longer be buying ANYTHING at hobby lobby until they get a real POS system where items are SCANNABLE.

This is second time in a row I was overcharged for an item. I didn’t go to HL for over a month because the first time it was an awful experience I wouldn’t wish on anyone.

Today I decided to give them another chance because they have cute stuff. Well I went to HL 20 mins before closing and got some jewelry making items and a doormat. $33.19 seemed reasonable but I checked my receipt because most of the items were on sale.

I noticed an item for 8.49 marked as jewelry which was weird because I knew I didn’t buy anything in that price point. Turns out the wax cord I bought somehow had a 8.49 sticker that was upside down on the side of the packaging but the reason I picked it up was because it was 2.99.

Since each item has to be typed into their archaic POS system these mistakes seem to happen a lot (I won’t tell you about experience one because it’s too long to type).

I have attached all the receipts to confirm that they in fact over charged me by $5.50

Image 1 - item in question with both stickers. I highlighted the SKU number (HL internal inventory number)

Image 2 - receipt of total items purchased - I highlighted the overcharged item

Image 3 - screen grab of item for HL’s site - I highlighted the SKU which matches the SKU on the item (color seems different but SKU is their source of truth)

Image 4 - all jewelry items purchased with their price tags

HL, please upgrade to a real POS, your current one is worse than the dollar store. Theirs at least can scan item. I’m sure this also impacts your shrink and inventory, unless you don’t care in which case carry...

Me and my wife went on Saturday and purchased a Christmas tree. The girl at the register took our card and we payed for it only to find out after that they had none in stock. They took down our number and filled out a delayed pick up form and said they would contact us Monday once the trees were brought over from the warehouse. Come Monday, we were given no call. We called Tuesday morning to see what was going on since they still had our money and there was no update. We called 3 more times between Tuesday and today before getting a response that they had brought trees over to the store from the warehouse Tuesday and sold them to other customers instead of putting them on hold as promised for us and 3 others with delayed pick up on the item. Finally, someone at the call center sent over a tree and had them put our names on it so that we could finally pick it up and take it home only for us to get accused of not paying for it and them needing to check the cameras upon arrival even though we had the receipt. Absolutely ridiculous, the manager never once saved the delayed pick up paper, put our names in the system or anything. If the other employee present had not just looked at the receipt and given the tree over, we would’ve lost the $140 we spent on that. I highly advise no one to trust the employees there for any type of delayed pick up and do not recommend...