Andrew M.

Let me preface this whole email by saying that my wife and I LOVE hobby lobby. We walk into a store at least once a week, even if it's just to look.
Today, actually 20 minutes ago, my wife went to purchase a fall decoration. We went specifically for a certain type of decoration and the one she found was the closest that came to what she wanted. While contemplating purchasing this item my wife notice the not so perfect craftsmanship on it. Glue was hanging off of it and smeared across some of the decoration. As well as the top of a pumpkin was coming loose. Even still my wife still wanted it. When we came to the cashier, Dillon, who could have cared less if he helped us or not, very inattentive and careless, my wife asked if there was anything that could be done about the less than satisfactory craftsmanship. Dillon waved down Trish, a manager, to which Trish said there was nothing she could do and that we "can take it home and just snip it off." I was taken aback by this comment. I shouldn't have to take "art" home and have to fix it. So after telling us she couldn't do anything for us, without saying sorry about the terrible work or any kind of sympathy for the situation, my wife still purchased this piece of work. On the drive back home my wife noticed more small details that made this piece not worth the money we paid. So we headed back to Hobby Lobby to return it. Personally I have a small temper but I held myself together and I wasn't going to say a word because it wasn't worth it to the cashier who knew nothing of the situation. THEN. Trish was called over to complete the refund. After she inputs her numbers or whatever she picks up the piece and proceeds to tell the cashier "the lady that bought this was complaining about the glue", saying it very patronizing and with an attitude. I opened my mouth and showed her about 4 other things wrong with it, to which Trish responded with silence. No sorry, no empathy for it being a bad piece of work, NOTHING. I told her "thanks for being empathetic to the situation, I really appreciate it". Simultaneously the cashier is handing me the refund money and I start to head out the door and Trish makes it a point to say with an attitude and rudeness in her voice telling me to "have a nice day". I work in a profession where customer service is vital to my operations. And how she spoke to myself, and how she handled the situation was absolutely atrocious. Not sure how exactly she became a manger but something needs to be looked into at the Hobby Lobby on Old St. Augustine Rd in Jacksonville Florida. Never going to that location again and it will be a while before I go back to any Hobby Lobby. Terrible experience, and at the hands of a "manager" none the less. Being in customer service I know that it's almost a 100% guarantee that nothing will come of this review and life will go on as normal. I just hope Hobby Lobby steps their standards up as far as management goes.