Menard Inc. Customer Service Issues

I visited your Massillon, Ohio store around 8 P.M. tonight. I encountered an issue with the mask policy when a fellow shopper refused to wear one. Despite wearing my neck gaiter as a face covering, I felt like I was being closely monitored and followed around by employees with walkie talkies. While trying to communicate on my mobile phone, an employee approached me and insisted I cover my face. The overall attitude of the staff was unfriendly and unwelcoming. As a regular customer who spends around $20,[redacted] annually at your store, I was disappointed by the experience. I have decided not to return in the future. I found Lowe's more accommodating with their mask policy and friendlier customer service. When I mentioned my concerns at the Menards customer service desk, the employees were unresponsive and dismissive. As a professional in construction and project management, I will be sharing my negative experience with fellow colleagues and contractors.

I returned products to Menards due to inaccurate descriptions on the website and was issued a refund of $[redacted].96. However, only $[redacted].98 was refunded to my credit card. After inquiring about the discrepancy, I was informed that shipping charges were not refunded, which seemed excessive at $[redacted] for stove pipe parts. The orders in question are OAKD58139 and MCOM[redacted]5 with confirmation number [redacted]7. The item purchased was a Supervent® 6" ID Black Class A Double Wall Thimble, SKU: [redacted]. Despite the description indicating compatibility with a 6" Selkirk stove pipe, it did not fit the Selkirk pipe bought from the site. I am fine with processing fees not being refunded, but the shipping cost appears unreasonable. Michael M.

The Big Rapids store requires additional handicap scooters for its customers. Despite being informed by managers and assistant managers that only two scooters are allowed per store by corporate, there have been numerous complaints from customers unable to shop due to the lack of available scooters. I have spent approximately $35,[redacted] at Menards last year. Subsequently, I have faced health challenges like open-heart surgery, hospitalizations, and heart catheterizations but still need to work. On my recent visits to Menards, I have been unable to find a scooter for use, hindering my shopping experience. Yesterday, I had to rely on customer service to assist with my lumber order, as I was unable to traverse the store without a scooter. Although Lowe’s offers ample scooters, my preference lies with Menards. The assistant store manager admitted to never inquiring about additional scooters from corporate despite customer demand. I highlighted the importance of addressing customer needs and complaints for improved service. It is essential for corporate to be made aware of the necessity for more handicap scooters to enhance accessibility for disabled customers.

We returned a garage door that was the wrong size and arranged to pick up the correct one. However, when we arrived, the guard scanned our return receipt and directed us to door 14. After waiting for assistance, a staff member mistakenly thought we were there for cabinets. After a long wait, I inquired inside and was informed they didn't know we were waiting outside. Despite following instructions to stay in the vehicle, I was advised that most customers come inside to seek help. The staff member mentioned this was an isolated case, but it had happened before. Once we managed the return, we were directed to the building storing the garage doors. After waiting, I checked with the staff again, who then retrieved the garage door for us. The overall process caused delays, and we ended up leaving the store past closing time. It seems the guard could benefit from additional training.

I recently purchased a Maytag washer, and upon setting it up, we found water leaking onto the floor. Upon inspection, we noticed water spots inside the barrel, indicating it had been used and put back together as new. I contacted customer service right away, and after some back and forth, I was told I could return it, but I insisted they bring me a new one and take back the used one. The communication was lacking, with promises of callbacks not being fulfilled promptly. When I spoke to the manager, he insisted on an exchange. I am highly dissatisfied with this experience, especially considering the amount of money and effort I put into acquiring this washer. I am contemplating sharing my experience online and possibly taking my business elsewhere if this is not resolved satisfactorily.

I attempted to make a purchase of $[redacted].08 with my Big card, only to be informed that it had been cancelled without prior notice. After being directed to customer service, I experienced a long wait without being acknowledged by Jen, who was preoccupied with another employee at the front of the store. I was then instructed to go to the back of the store near building supplies to complete an application. Following another unacknowledged wait, I intervened to receive a brochure for the application process, which I was informed could also be found at any checkout counter. Upon returning to the front, I was informed by Samantha that the application was for mailing and I would need to see Jen again for an in-store application. Jen then directed me to a kiosk on the other side of the store's front for the in-store application. Frustrated by the confusing process, I decided to abandon the application and used my Discover card to pay for the merchandise. This experience at Menards was incredibly poor, and I have no intentions of returning for future shopping.

I was at Menards in DePere, Wisconsin shopping for a clothes dryer. When I tried to find an employee for assistance, I had trouble getting anyone to help me in the appliance department. Despite asking a couple of employees and waiting for about 20 minutes, I was unsuccessful. Eventually, I went to a cashier for help, but even then, it was not a pleasant experience as the service desk seemed indifferent. The cashier apologized for the treatment I received. I just wanted someone to assist with the paperwork so I could purchase the dryer. This experience was disappointing, especially coming from a store I usually rely on. I hope to get the help I need to complete my purchase next time. Thank you.

I went to the Merrillville, Indiana store to purchase shelving items totaling nearly $[redacted]. I checked the website which indicated they had 31 of the 12" shelf brackets I needed in stock, but I couldn't find any. Despite four employees at the desk, no one offered to help until I asked. Eventually, a young girl confirmed they had 31 in stock but couldn't locate them. I inquired about other stores, specifically Valparaiso, 17 miles away, and asked for confirmation before driving there. When I visited the millwork department and shared my experience, the manager intervened and the shelving department manager came over, dismissing my inquiry rudely. Feeling frustrated, I mentioned my loyalty to Menards despite the poor service. The manager's indifferent attitude pushed me to consider shopping at Home Depot instead. Despite the incident at 9:30 a.m., the website still displayed 31 brackets in stock at 8:00 p.m., showing a lack of concern for accuracy. As a former customer service professional, I believe Menards should address these issues promptly to avoid negative customer experiences.

During check-out, I was approached for not wearing a face covering at a store in Portage, Indiana. Despite explaining my medical condition that prevents me from wearing one, I was asked to leave by an employee. This happened even though there were other customers and employees without face coverings in the store. I was then told to shop online instead, which I declined due to concerns about online security. After multiple attempts to explain my situation, I was asked to leave for not complying with the store policy. I was disappointed by the way I was loudly addressed across the store and belittled at the check-out. While I understand the circumstances, I believe the situation could have been handled more respectfully and privately to avoid unnecessary embarrassment.

On October 20, [redacted], around 10:00 a.m., I visited the Menards store at [redacted] Marketplace Dr, Springfield, IL [redacted]. I gathered items for home repairs and received help from two friendly workers. During check out, I explained I couldn't wear a mask due to health issues. The cashier called another worker, who mentioned a store policy requiring masks. I questioned the manager about discrimination based on health issues, to which he cited the store's mask policy. Despite seeing some customers and a few employees not fully complying with mask guidelines, I left the store to shop elsewhere. I'm seeking clarification on whether Menards discriminates against individuals with health conditions like mine and the reasoning behind such policies. N. F. Melton

I am scheduled for double knee surgery in two weeks, making it extremely painful to walk. When I visited Menard's in New Philadelphia, Ohio, hoping to find a riding cart, I was disappointed to learn they didn't offer them. Despite the discomfort, I managed to make my way to the plumbing desk, where a helpful employee offered to fetch the water softener I needed and bring it to the cash register. The checkout was on the opposite side of the store, which was too much for my knees. I drove to the exit and walked in to go to the cash register 30 feet away. An employee at the counter asked me to return to the entrance as that door was for exiting only. Though I explained my situation, I was still instructed to go back to the entrance. I left feeling frustrated due to this treatment. After speaking with the store manager, who acknowledged my concerns but cited company policy, I realized the importance of following rules. However, in cases like mine, exceptions should be made. I believe in prioritizing customer well-being, especially amidst the current Covid-19 situation. Despite this incident, I have been a loyal Menard's customer for over 12 years and recently completed a bathroom remodel using their products. I hope for a better understanding in situations like this in the future. - S

I attempted a purchase at Menards on Friday evening, 11-06-20, totaling $[redacted].63 using my debit card. Although the keypad indicated approval, I removed my card too soon, resulting in my card being declined after two more attempts. My bank confirms the funds were deducted in a POS sale. I did not receive the items but bought them the next day with a different credit card. Today, when I spoke to the manager in Columbia, he was extremely impolite, insisting it was my issue to resolve with my bank. He questioned why I hadn't mentioned buying the items the next morning, which I feel is irrelevant. I only wanted to know when my funds would be returned but he accused me of trying to deceive him. I am still unaware of the status of my money and would like to file a complaint against this manager.

I would like to file a complaint about the store located in Richmond, IN [redacted]. I had to wait for an extended period due to the store being busy when I wanted to make a return. After waiting for 20 minutes, when other customers came up to the service desk, the worker didn't seem concerned about my return but rather focused on the fact that I was not wearing a mask. I visit your store daily and have seen people in line without masks, but the store manager, Chad, insisted I wear one to receive service, even though I hadn't purchased a mask from your store. During our conversation, the staff did not address my concerns about the return or try to make me feel at ease; instead, they emphasized the mask issue and my use of inappropriate language in frustration. I can be reached at [redacted] to discuss this matter further.

I am writing to express my concerns regarding the actions of the store manager, Michael Lapos, at the Bemidji MN store. Last night, my son was approached by Mr. Lapos for not wearing a mask, while the rest of us had ours on. Mr. Lapos then proceeded to treat my son disrespectfully, asking him to leave the store and even following him to the doors in a confrontational manner. I later observed Mr. Lapos handle another customer without a mask differently, offering him one and engaging in a conversation. When I questioned why my son wasn't offered a mask, I was told it was due to his tone. The other customer, who claimed to have a health condition, was not required to wear a mask and was even shown where the products were by Mr. Lapos. I found this inconsistency troubling and asked for Mr. Lapos' name, who reluctantly identified himself as the store manager.

I recently purchased Master Paws Beef Rib Dog Reward Treats. Last night, after giving them to my dogs, Lily started bleeding profusely from her mouth area after eating one treat. I had to prevent her from licking and worsening the bleeding. I cleaned her legs to stop the blood and tried to keep her calm. I believe these treats have harmful additives that caused this. Please recall this product to prevent harm to other pets. Instead, offer treats with [redacted]% beef or chicken for better protein. I would appreciate a refund or credit for this purchase. The treats were marked as made in the USA, with a best-by date of 3-26-[redacted], and labeled to promote healthy teeth and gums. However, they did not deliver on this promise. Let's ensure this doesn't happen to other pets during this holiday season or beyond.

I have some concerns about the Black Friday deals, particularly the 30-pack batteries offer. It seems that despite the deal being advertised, there were not enough available for customers like me who went in on Friday and even up to Monday. When my husband inquired at our local Schererville store on Monday, he was told that the batteries were discontinued and there were none left. This doesn't seem fair considering the ad runs until 6 December, albeit with the "while supplies last" clause. We were unable to get a substitution or find the item in stock at six stores in our area that sold out quickly on Friday. This experience has left me disappointed and I hope for a resolution such as a substitute from a different brand with no limit, as advertised. Thank you.

I recently bought a washer and dryer with the understanding that I had 6 months to decide on the extended warranty, but after 3 months, I was informed that the policy has changed due to a switch in companies. I am disappointed by this sudden change and believe Menards should honor their original commitment to customers. I hope this issue can be resolved promptly. Thank you.

I am seeking assistance with Rebates International not sending me my rebates. I have a small handyman business and heavily rely on the Menards rebate plan. While I have received most rebates under $30, I have submitted several larger ones ($[redacted], over $[redacted]) that I never received. Multiple attempts to address this with emails have been unfruitful. I possess proof of the lost receipts and copies of the stamped, addressed envelopes sent to them. This experience has been disappointing, and I am hoping for a resolution as I may take my business elsewhere if this matter remains unresolved.

In May, I made an online purchase of 7 bags of cement using my Big Card. Despite receiving an initial order confirmation email, the follow-up email with the pick-up ticket number never arrived. To my surprise, my credit card statement showed TWO separate charges, just one penny apart. Upon visiting the service desk at Menards in Kenosha, they acknowledged that I had never picked up the items and promptly issued a credit. However, the second erroneous charge was not documented in their system, and I was informed it was an error on Capital One's part. Despite two disputes with Capital One over six months, they are yet to provide any concrete evidence of the charge. The situation is becoming questionable as Capital One now claims the merchandise was picked up by someone on the falsely charged transaction a day after the order was placed.

Lately, I've been receiving your emails with the local ads, and I truly value them. However, I've encountered an issue where clicking on the ad leads me to a Captcha. It's frustrating to have to engage in these verification steps just to view the ad content. If you want me to continue supporting your stores, please consider removing the Captcha from the ad viewing process. I appreciate your assistance.