A. H.

I purchased a gift card on 11/22/23. It was to be delivered directly to the recipient out of state within ten business days. Hobby Lobby never sent an email to confirm that the order had been shipped, or an email to confirm delivery. I checked the Order Status and realized it never said that the order "shipped." It still said "processing." I awkwardly confirmed that the recipient still hadn't received the gift card. When I called on 12/27/23, and asked why it hadn't been shipped yet, I was told by a very pleasant worker that it HAD been shipped and that the website status always says "processing" even after delivery. Because it had not yet been activated (because it was never ACTUALLY shipped/delivered), customer service offered to cancel that card and re-issue a new one containing the same gift card message at no extra charge to me. (Generous, right! Go figure.) I agreed to let them issue a new card, to be received in 10 business days. 11 business days later, still no gift card. I called. Another very pleasant worker informed me that the new card had never been sent by the previous worker, but that they had refunded me. Not at all what I asked for or what the rep said. I was never sent an email to inform me of this. I never got any notification of a refund. After searching my card statement, I confirmed that I was refunded on 12/29/23. I will never purchase anything from Hobby Lobby online and I will spread the word far and wide. Their customer service reps are very kind, but this experience has turned me off completely. Until they start sending proper email receipts/confirmations/shipping notices/etc. And update their order status feature through the entire purchase process (like every other company out there; Amazon, Etsy, small businesses, etc), they will continue to "accidentally" rob their customers who send gift cards. Hobby Lobby claims to send the gift card recipient an email to let them know that their card is on the way. I double checked the address. Surprise, surprise: they never got one. What an inefficient website/ordering system. Want proof? See the image attached. My order still shows as "processing." 1/12/24 Shaking my head.