Menard Inc. Customer Service Issues

We traveled [redacted] miles round trip to Evansville Menards on Saturday, 6/22, after confirming with the store that they would honor a flyer valid from 6/23 to 6/29. Despite being assured we could use the flyer, upon spending $[redacted] during our hour-long shopping trip, the customer service manager informed us we could not receive the sale prices or rebates as advertised. This was disappointing as we had called ahead. Unfortunately, it seems the customer service representative we spoke to was misinformed. We decided not to make a purchase and left the store. The cashier was impolite and unhelpful when we raised concerns about the prices and our prior call. We hope that in the future, the customer service team will be better trained to handle such situations, as our time and money are valuable to us.

Dear Menards, We have been loyal customers of your Massillon Ohio store and recently purchased over [redacted] square feet of carpet. Tyler assisted us with the purchase, but unfortunately, there was a mistake in the order. We specifically requested to have only one seam in each room, but the carpet that arrived was not enough to fulfill this request. When we called to address the issue, Tyler admitted the error and his manager acknowledged that mistakes happen. However, we were disappointed with the lack of a satisfactory solution. We were advised to return the carpet and reorder, but we feel that we should not have had to bear the inconvenience. We would appreciate some form of compensation for the trouble this has caused us. We hope to receive a response from you soon. Thank you, Robin and Shawn O’Neill

As a twenty-year veteran of the US Air Force, I am disappointed that Menard's does not offer a ten percent discount at the point of sale like Lowes and Home Depot. When I have raised this issue with Menard's employees and department managers, they have acknowledged hearing similar complaints from fellow military members. Due to the hassle of the rebate process and the long wait for savings, I tend to avoid shopping at Menard's, especially for larger orders. Unlike Menard's, Lowes and Home Depot consistently show appreciation for my service with a thank you. I urge Menard's to consider changing their discount policy to provide an immediate ten percent discount for all active duty and retired US service members. Dennis B. [redacted] Maxwell, IA 50[redacted]

I am in need of a copy of an old Visa receipt dated 8/19/[redacted] for the purchase of a Soleusair Dehumidifier model HMT-D70EIP-A from Menards in Pewaukee, WI. When I tried to retrieve the receipt from your website, it requested my credit card number and security code. However, the purchase was made with an old Visa Card that has been replaced since [redacted], and I do not have the security code. Visa informed me they do not store security codes and suggested I reach out to you to explore alternative methods to obtain a copy of the receipt. This document is necessary for a warranty claim regarding the dehumidifier by Soleusair. Your assistance in this matter is greatly appreciated. - Max F. W.

I am a retired college professor who wanted to make a purchase at your store in Yankton, South Dakota. Before visiting with my neighbors last Thursday, I called ahead to confirm if I could bring my service dog. I spoke with Dustin Barris, who now denies our conversation. Upon arrival, manager Ben Fullerton questioned if my dog was a service animal, expressing disbelief due to his size. Although my 20-pound dog was recommended by my therapist for emotional support after significant losses, he is a trained psychiatric service dog. Despite showing documentation, manager Ben Fullerton harassed us throughout the store, claiming my dog didn't fit his preconception of a service animal. This caused distress, and we left without making our purchase. I hope this experience prompts training for your managers on the legal definition of service dogs beyond physical disabilities, as I will not be returning but wish to prevent others from facing a similar situation. Thank you, Cathy Ezrailson.

Last Saturday, I purchased 14 cobblestone squares and 8 bags of mulch. Despite requesting help three times to load the heavy materials as a 66-year-old, I was initially turned away and left waiting. Eventually, a helpful young lady from the greenhouse department assisted me after no one else arrived. The mulch was difficult to handle due to being wet. When sharing my dissatisfaction with the Ottumwa store, I received an unhelpful response suggesting the staff were busy with other customers. In reality, I observed no one available to assist. It is disappointing that the hired individuals were not proactive in providing the needed assistance. If I were in charge, I would ensure prompt and efficient service for all customers, especially those in need of help like myself.

I attempted to return a lawn edger purchased on 6/22/[redacted] the next day, 06/23/19, but the service manager and store manager, Pearl, refused the return because we had put gas in the edger. We explained that we needed to put gas in to test it and discovered it was defective. They insisted we take it to the designated service company, where it was determined it needed repairs at our expense. Despite declining the repair and requesting a return, we were questioned and doubted by Pearl. After some back and forth, the credit was finally processed, and the defective edger was accepted. The poor treatment by Pearl has left us feeling disheartened as customers. We won't be returning and will discourage others from shopping there due to this experience.

Yesterday, I received my door order, and unfortunately, both boxes were damaged during shipping. The doors sustained minor damage, and one rail is bent due to improper packaging. I am hesitant to request replacements, fearing I might encounter similar issues. Instead, I would appreciate a replacement rail to resolve the damage. My order number is MCOM[redacted]0. I am disheartened by the lack of customer service I have experienced. Although my attempts to contact the store have been unsuccessful, I was given the customer care center number, [redacted], to which I have left a message in hopes of receiving a call back soon.

I purchased a CS trimmer from Menards Hollister, Mo. on 4/9/19 for $99.00. After facing issues with the product and attempted to return it on 6/24/19, I was informed that once gas was added, they would not accept a return and that I needed to take it to a repair center. I am upset as I was not aware of this policy when purchasing the Craftsman gas tool. I even bought a spark plug hoping to fix the problem to no avail. I feel disappointed as I am left dealing with a malfunctioning product on my own, incurring additional costs and effort. This encounter has made me question Menards' commitment to supporting their customers and their products.

I recently sent an email dated 6/26/19 at 2:13 pm regarding a Patio Set I purchased (SKU # [redacted]) which I am mostly pleased with. Unfortunately, one of the chairs had a sharp protrusion that tore my shorts and cut my skin. I attached photos of the damage for reference. While I can fix the chair myself, I would like to have my torn shorts replaced. Can you assist me with this issue? I received a response on the same day at 3:21 pm from Ray stating to feel free to return or exchange the item as necessary. This response seemed unrelated to my request as I do not wish to return the entire set, only replace my torn shorts. I would appreciate it if you could provide further assistance in resolving this matter. Thank you for your help.

Hello, my name is Peggy Cooley. My fiancé and I frequently visit your stores in Waterloo and Cedar Falls. Three days ago, I bought a refrigerator from the back of your store, planning to pick it up the next day. However, upon my return, the staff at the gate seemed unaware of my purchase. After my boyfriend Rusty contacted the manager, there was little assistance provided. The manager was unhelpful, suggesting we come into the store for a refund, insisting on the card used for payment. This experience left me very distressed as my broken refrigerator left me in need of a replacement. The manager's lack of explanation and rudeness further upset me, leading me to shop elsewhere. As a once loyal customer, I feel mistreated and disheartened by this encounter, making me hesitant to return to your store. Yours sincerely, Peggy Cooley

While purchasing deck boards at the La Crosse WI store, I faced a significant inventory discrepancy that prevented me from getting the boards I needed, despite the system indicating availability. Unfortunately, every manager and associate I spoke with seemed unwilling to acknowledge the mistake and offered no solutions or apologies. Instead, they suggested I drive to a different store that was in the opposite direction of my job site. As a contractor who has spent approximately $[redacted] on materials at this store recently and has more similar-sized jobs lined up, this experience was extremely disappointing. I feel that Menards should take responsibility for their mistakes rather than expecting customers to bear the consequences. Due to this incident, I will be taking my business elsewhere for future projects.

I am skeptical that my issue will be resolved because it seems Menards is still using outdated methods from the 1980s and does not allow customers to talk to a live person. They insist everything must be put in writing, so here is my written concern. I recently bought items at Menards, paying with an in-store credit, a rebate certificate, and my debit card. The debit card payment was a little over $9.00. I returned a $3.00 item and was given a refund only as in-store credit, although I requested it back to my debit card. I was informed that when part of the payment is in an in-store credit, a refund can only be given as in-store credit. Why is this the policy? Your 11% rebate process requires customers to wait up to 8 weeks, delaying the return of our money. The current system hinders us by tying up our funds until we make another purchase. It seems unfair that my cash payment exceeds the refund amount but I can only receive store credit. The rebate procedure should be simplified and modernized for customer convenience in [redacted]. Menards should reevaluate its return policy to avoid keeping customers' money unnecessarily.

Hi, we are Steven and Anita C. from Fishers, Indiana. We frequent the 96th Street Fishers store for our contracting business. Last year, we bought a pole barn from Menards, but delivery was unorganized. The materials were left in our yard, exposed to rain, causing damage. The trusses were cracked, and the wood looked weathered. After many complaints, the contracting sales manager offered partial credit, with the rest as in-store credit. We reluctantly accepted but were disappointed with the vast amount of in-store credit received, now totaling over $8,[redacted]. It's almost July, and the materials are still in our yard, causing inconvenience. Despite using some of the in-store credit, we feel mistreated and are considering legal action. We requested alternatives to the paper credit slip but were denied. We seek guidance on how to proceed.

I've been attempting to purchase a Rubbermaid dust mop replacement head from MENARDS since May 20th. The first order was canceled by Rubbermaid, and MENARDS placed a second order. Unfortunately, Rubbermaid canceled the second order as well, citing unavailability. I called to express my frustration about the item being listed on Menards' website when out of stock but received no response. Today, I successfully ordered it from a different company online without any issues. If I do not receive a response, I will escalate this matter to the Better Business Bureau and the FTC. Advertising unavailable items is unacceptable, and vendors causing such problems should be removed.

During our renovation project, some workers accidentally ended up with extra supplies. Typically, my husband handles these situations, but this time, I had to deal with the returns as he was busy. He usually keeps the receipts, but since he wasn't available, I had to go to Menard's to exchange the items. Familiar with their return policy, my husband advised me that they would issue an in-store credit for the exchange. My daughter and I headed to the Evergreen Park location where we were directed to the service counter. Given the lack of receipt, I understood the need for protocol and willingly provided my ID. However, things escalated when I was told to wait for a manager's approval. Suddenly, associates approached, taking the items, and questioning the origin. Despite explaining the situation, they refused to return the merchandise, saying they couldn't issue a refund and handed me a receipt for a 14-day wait for the refund. Feeling angered, embarrassed, and humiliated, I felt unfairly targeted and discriminated against. Despite being a loyal customer with a history of returns, I was left feeling mistreated and disrespected by the store's handling of the situation.

Today, at 3:09pm, I went to the return desk at your store and encountered an unpleasant experience with an employee named Danielle. She rudely refused to assist with looking up my receipt, instructing me to do it on a computer I was unfamiliar with. Danielle demonstrated poor customer service by not helping me or two other customers who were also struggling with the new system. I eventually sought help from a manager and another customer service staff member. Despite being a 70-year-old customer with a successful business background, I was dismayed by how I was treated. I ended up going to Home Depot for my purchases due to Danielle's behavior. Menard's should consider improving their return policy and training employees to provide better assistance. I found the overall experience disrespectful and will not be returning to Menard's. - Cheryl Murray

My husband frequents one of your Indiana stores multiple times a month, spending a significant amount each visit. On July 4th, [redacted], while in the store, he briefly placed his valuable Ray-Ban sunglasses on a shelf and accidentally left them behind due to his hands being full. After realizing his mistake at checkout, he returned to the store and kindly asked the manager to review the security footage in the area. Sadly, the manager refused to help, which left my husband feeling disappointed and upset. These sunglasses held sentimental value as they were a gift from his late father. A simple check of the camera footage with a polite response would have sufficed, but the manager's rude behavior and lack of assistance were disheartening.

Dear Customer Service, I am contacting you to address a concern regarding the management at Menards where I am currently employed. I have noticed a lack of effective communication and support from the management team towards the staff. It's important for the management to prioritize and value their employees, as happy employees lead to the success of the company. However, there have been issues with delayed point system distribution, inadequate training, favoritism, poor time management, and a lack of responsiveness to employee feedback. I suggest a surprise visit to the store to provide an accurate representation of the ongoing situation, as improvements are needed. It seems that real actions are taken only when corporate visits are announced, and consistent support and guidance are required. Thank you for your attention to this matter.

Recently, I was at the SW Cedar Rapids, IA Menards store looking to buy a stud finder for a last-minute repair during my house renovation. I chose a $50 one from the display due to its features, but unfortunately, there was none available. When I asked an employee for help, he seemed unsure and called his boss but got distracted by another customer. The employee mentioned the store policy not to sell display items, causing a delay. Despite waiting for the boss for a long time, I was informed that they couldn't sell the display item. Frustrated, I left my cart with over $[redacted] worth of items and decided to go to Lowes across town. This experience led me to switch my business to Lowes, as they provided better customer service. Going forward, I'll be a Lowes customer instead. Thank you, Bruce, Cedar Rapids, IA.