Menard Inc. Customer Service Issues

I had a bad experience with this store when I bought furniture and paid for delivery only to receive damaged goods. I called the store and visited to explain and show pictures of the damage. They offered me $[redacted] off, but when I tried to buy a replacement, they didn't have it in stock as promised. The manager, when approached, was unhelpful and refused to make up for the mistakes by delivering the item or offering any further assistance. The handling of the situation by the store's manager was disappointing, and I believe their customer service fell short of expectations.

Hello, my name is James Q. Recently, I purchased a pole barn package and encountered numerous issues with the order process. Despite explaining to the young employee that I wanted a finished pole building, there were several mistakes made. The employee failed to upgrade the order when I added ten feet to the barn, and I had to contact the metal supplier and truss company myself. The store did not properly handle the materials, resulting in delays and additional costs for me. I also discovered that they lied about offering roof-to-delivery service and provided incorrect materials such as the wrong sized trim and doors. The lack of follow-up, incorrect orders, and poor customer service by Ken B. made the experience frustrating. I am disappointed with the mistakes made by the store and the attitude of the staff. I would appreciate some assistance in resolving these issues promptly. Thank you.

I am writing to express my disappointment in the recent experience my 77-year-old grandmother had at your store in Lima, Ohio. After purchasing a weed wacker battery and inadvertently misplacing her receipt, she was accused of theft by an employee at the door when she tried to exit. The situation escalated to the point of her crying, and only after intervention was made, the mistake was acknowledged. The lack of apology and empathy from your staff is disheartening. Even the manager's response was unsatisfactory, mentioning the possibility of pressing charges. This level of customer service is appalling, especially towards an elderly individual who made an honest mistake. I am frustrated by the treatment she received and demand a sincere apology for the distress caused. Contact me at [redacted]. Sincerely, Amanda Phillips Pitson Moyer

On June 17th, I, Jacob Gorham, returned roofing paper and sealer I didn't need at the store. I was assured by a Caucasian woman that my refund would go back to my debit card within 72 hours. However, after waiting for weeks, the $69 refund has not appeared. After calling customer service on July 9th, I was instructed to visit the store. The general manager, Caden, was dismissive and seemed to doubt my return, despite my extensive purchases at the store. This lack of professionalism has led me to consider contacting the Better Business Bureau, leaving a negative Google review, and advising others against shopping at the Menards in Richmond Heights, St. Louis, Missouri. If there is no resolution within 24 hours, I will take further action.

On Friday, 7/12, my experience at the Homer Glen store in suburban Chicago was frustrating. I visited the store's website to purchase brown mulch listed at $1.99 per bag, with an 11% rebate until 7/13/19, SKU [redacted]. Despite driving 10 miles each way, I was informed the product had not been available for months. The staff could not explain why it was still listed online and did not offer a substitute. I had purchased a different brand of brown mulch at a similar price just a month prior at the same store, which made their lack of substitution even more disappointing. Despite preferring Menards for home improvement, I find Lowe's closer, but their customer service in this instance fell short. Do you strive for better customer satisfaction levels than what I encountered?

My wife and I purchased a patio set that was delivered to our new home on July 2nd. Unfortunately, we hadn't moved in yet, so we asked the delivery people to place the items in a shed by our house. When I went to set it up yesterday, the items were missing. I filed a police report, but no one in our quiet cul-de-sac neighborhood knew the furniture was there. It seems like an inside job, as nothing else in the shed was taken. We reordered the patio set today, but it's frustrating to pay double and miss out on the sales price. I wanted to inform you since you use a freight company for deliveries. It's all very suspicious, and we felt it was important for you to be aware of what happened.

Today, July 13, [redacted], at 8:45 pm local time in Camby, Indiana, I spoke with Krag at the front customer desk and mentioned that there was an issue where someone had not cleaned up properly. I am a wounded disabled veteran with a medical condition that sometimes requires urgent restroom access, causing difficult situations. Unfortunately, after 30 minutes, the situation had not been addressed. I communicated my displeasure to Krag about the unacceptable delay in cleaning up. I believe it is important for Krag and his supervisor to receive coaching on improved customer service practices. I appreciate your attention to this matter.

I'm disappointed with the service I received after purchasing an air conditioner four days ago. The store sold me a discontinued product and even sold me a warranty for it. When requesting a replacement, I was informed they couldn't due to the product being discontinued. I asked to speak to the store manager but was unsuccessful. They offered me a different product, but they wanted me to pay the difference, along with making me wait until Thursday to order the discontinued item. Contacting the corporate office after hours was not possible. I'm frustrated with this situation and demand compensation for this inconvenience. I had to purchase a new AC elsewhere and now request a refund, but I still expect the store to honor their commitment as per the receipt.

I recently purchased 10 bags of mulch from your store and sought assistance from the workers. However, I encountered rude behavior from the staff who claimed they were too busy. In the past, I have been treated well during previous visits when I made similar purchases. I expressed my disappointment to one of the workers, explaining that this was never an issue before. After some reluctance, the worker assisted me, but their attitude left me feeling undervalued. I have been a loyal customer and have made numerous purchases at your store over the years. If this level of service continues, I may consider shopping at Home Depot, where I hope to receive better treatment.

I visited the Menards store in Columbus, Indiana, to purchase a translucent or transparent stain for wood in the paint department. I selected a can of Pittsburgh Grand transparent stain. Although I requested a translucent look at the counter, I was advised to buy the premium stain from the same company for the desired effect. Despite spending extra money on the recommended products, when I used the paint remover, it did not work well on the floor, leading to more purchases totaling around $[redacted]. After applying the stain, I realized it was a solid color and not translucent as I wanted. I contacted Menards about the issue, but I have not received any response from a manager for over two weeks since my call on June 27, [redacted]. I am disappointed in the lack of communication and follow-up from the store regarding this matter.

Hello, my name is Jack S. and I work as a morning stocker at your Ottumwa, IA store. I have a fantastic idea to boost Menard's visibility. Picture the Menards logo on sunshields for car windshields all over the nation, in parking lots of restaurants, schools, churches, and even competitors. This kind of promotional exposure is invaluable! Every car has a windshield that gets hot in the sun, so why not help keep cars cool with a Menards sunshield? Even when cars are parked at home, the Menards logo can be seen in driveways across the country, reminding passersby to consider picking up something from the store. The power of suggestion is incredible. Thank you for taking the time to consider my idea; I simply want to help spread the word about the amazing deals available at Menard's.

I purchased two Guidesman chairs at the start of the summer. Unfortunately, one had an issue with sitting level, and now the cup trays are falling apart. These chairs were nearly $[redacted] each. I do appreciate the design of the chair, but the quality has been disappointing. Carrying these large chairs back and forth to the store is quite inconvenient. The cup tray seems to be made of cheap materials instead of durable plastic. For the price paid, I expected better quality. Additionally, when we initially viewed the chairs, there were none on display, and the staff seemed bothered to assist us. This whole experience has left me disappointed, especially because I typically enjoy shopping at Menards. I may consider ordering online in the future. I have photos of the issues if you would like to see. - Stephen

I purchased insulation blowing equipment from you, but the machines in Williston, North Dakota, have been problematic and frequently break down. When trying to rent a discharge hose to install my insulation, I had to improvise one from Acme Tools and now require another hose. I attempted to rent a discharge hose from Menards, but they do not offer them for rent, which was disappointing. The hose from Acme Tools fits their machines properly, and I am using a Force 1 Insulation Blower.

I purchased a bathroom vanity from Menards in Marshalltown, IA. I can't pick it up, so they want to charge me almost four times the vanity's price to deliver it 30 miles. The vanity costs $49.99, but delivery is $[redacted].81! This seems unreasonable. Can you explain why I should choose Menards over Lowes or Home Depot? I might let everyone know that Menards is not prioritizing their customers. There's a new store in Ames, IA; they should offer free delivery there! I can understand a fee for house delivery, but this charge for 30 miles is excessive. Thank you, K.

I want to share positive feedback about an employee named Ron at the Findlay, OH store. Ron assisted us at the Do-It-Yourself desk on July 20th. Despite the extreme heat, he guided us to the Picketts for our fence, even walking with us to show their location due to the recent store remodel. Ron's exceptional customer service was appreciated, and we are grateful for his help. Please pass on our thanks to the Findlay store management to recognize Ron for his above-and-beyond service. Employees like him are the reason we continue to choose Menards for our needs. Thank you, The Zawodni's.

I went to pick up a sprinkler that was marked in stock online. Unfortunately, it was not available at the store, and there wasn't space for it. The staff member assisting me took me to a computer to order it for pickup, but I wanted to use rebate checks for payment, as I am a long-time customer since my first home. I was informed it couldn't be sent to the store, and my only options were to go to another store or pay for shipping to my home without using my rebates. I questioned why they couldn't waive shipping, considering it was marked in stock, I'm a loyal customer, and it seemed unfair to be penalized for supporting my local Menards. The individuals who intervened, including a so-called manager, were unhelpful. Eventually, I spoke to another manager named Aleesha at the front desk, who seemed annoyed and uninterested in assisting me. She only suggested ordering online and paying for shipping, showing no concern for my loyalty or willingness to help. I am disappointed and may consider taking my business to Home Depot if this issue is not resolved satisfactorily.

Order#: [redacted]2 I would like to request the cancellation of this order and a refund to my card. There have been several issues with this order that I would like to address. Firstly, I tried to contact the store shortly after placing the order to adjust the quantity, but was informed that they were unable to assist me. I received an email from the Building Materials Manager explaining that they could not amend the order and that I would need to contact Menards.com customer service for assistance. I placed this order for stock items on 07/10/[redacted], which was 13 days ago, and the items have still not arrived. Although my local store has the items in stock, they are refusing to fulfill my order, claiming it is a "special" order despite these being stock items. The manager I spoke with this morning was very rude during our conversation. Coming from the customer service industry myself, I find this level of service unacceptable. I believe that a more customer-friendly approach would be beneficial for your company. Lisa R. Email: [redacted]

I have been a loyal customer at Menards in Cicero, IL, but my recent experience has been extremely disappointing. As a contractor, I placed an order for $30,[redacted] worth of cabinets, only to receive the incorrect items due to a mistake by your department manager. This error has caused a chain reaction where the person who hired me is now refusing to pay until the correct cabinets are delivered, which are special order items that take weeks to come in. I have lost valuable time and money over this issue and will not accept assistance from the cabinet department manager. I am frustrated that despite the efforts of the general managers to help, the situation remains unresolved, and it impacts my income and relationships with clients. It is disheartening to see the store still allowing the department manager to handle such important orders, given the consequences for customers like myself.

Yesterday evening, on July 24th, I visited the Menards store in Clarksville, Indiana at around 7:00 pm to look for a mattress. Upon inquiring about the Serta mattress promotion with a particular salesman, I was informed that they were not on sale despite signs and advertisements suggesting otherwise. While discussing the purchase at the cabinet department, the salesman abruptly took a phone call and left me waiting for at least 10 minutes. Feeling disregarded, I ultimately left without making the purchase. The following morning, July 25th, I contacted the store manager, Chris, to explain the situation. I provided a description of the salesman as I didn't know his name. Although Chris mentioned he would investigate, he did not extend an apology which surprised me. The lack of customer service led me to take my business elsewhere, resulting in a lost sale of a $[redacted] mattress. I believe it's important for management to be aware of how customers are treated.

I selected a patio table at the store in Lancaster, Ohio. An associate retrieved the table after a 30-minute wait and explained that it was mislabeled but offered to honor the listed price. After agreeing and requesting the item, the associate returned, mentioning that she consulted with her supervisor and could sell it at the displayed price. However, when I proceeded to the register to make the purchase, I was informed they could not honor the price due to their GM's decision. Upon contacting the store and speaking with the GM, I was again refused the table at the listed price, citing it as an error. After investing over an hour in the process, I found this lack of customer service disappointing. Despite the associate and her supervisor confirming the price, they denied it at the checkout, causing embarrassment. I believe they should have sold me the table at the advertised price.