About a month ago, after another lackluster visit to Hobby Lobby, I wrote their customer service dept. in order to elicit some information out of them regarding their quickly shrinking model aisle. As most of us know, that aisle has been shrinking steadily over the last few years, to our dismay. Here is the exchange:
"So, I posted up a comment on Facebook regarding the drastic reduction in
quantity and variety of plastic models at HL. I can tell you the
modeling community is concerned, as I've read quite a few comments on
various modeling forums regarding this issue. I am
sad to see it happen because you used to have a really good selection
of kits and supplies. Your competitor here in my town also sells models,
but their customer service is horrible, so I don't patronize them.
Thus, Hobby Lobby was my go-to store for modeling
stuff for some time. I'm almost certain I've spent hundreds or maybe
thousands of dollars (which may not sound like much to a big
corporation, but it's a lot to me) with you over the years. Alas, no
more. It seems you've made a business decision to phase out
or greatly reduce your showing in this category, which I suppose is
understandable, but disappointing. I've built almost everything you
stock in the genres that interest me. Anyway, my question is, can you
write me back and detail exactly what the reasons
are for the paring down of the modeling aisle? What is the name and
position of the person who made that decision, and what factors went
into it? I'd like to be able to pass this info on to the modeling
community of which I am a part, so if you can please
be as specific and detailed as possible. Thanks for your time, Chris N."
Here is their response:
"Thank
you for coming directly to us with your concerns. We are not
eliminating models, though we are in the process of redesigning the
hobbies department.
The
basic footprint (size) of the hobbies department has changed slightly.
Some categories will be reduced...others increased. It all depends on
what was
and is selling. Our focus will be to bring in more unique items for
our customers model and hobby needs.
What
has changed is our system of creating volumes of markdowns. No
business can survive selling goods for less than what they paid for
them. Therefore,
our hobby buyers are striving to fill the available space with the
“best of the best” styles from the same quality suppliers we’ve
partnered with for many years. We are committed to our hobby department
and are taking measures to make sure it will be profitable
while continuing to be a quality source for our customers for years to
come.
Thank
you for letting us address your concerns and this possible rumor. We
appreciate your patience and support during this transition time. I
have forwarded
your comments to our buyers to review. Thank you, Joel Jackson..."
"Hi Joel,
Thanks for responding so quickly to my email. It was very
informative. I hope to see some positive changes. Do you mind
if I pass on your comments in the modeling forums I frequent
online?
"Hi Chris,
It would be great if you passed that along. Also, we would like
feedback on products if you or your friends have any. Thanks, Joel Jackson..."
With the above in mind, I am soliciting comments from you all to send back to Joel. Feel free to post your thoughts, and try to keep them succinct so I can pack it all in an email back to him. Don't know if anything will come of it, but I thought it'd be interesting to see if HL is really listening or not.
Thanks!
Chris