Menard Inc. Customer Service Issues

On March 18th, I had 69 bundles of architectural shingles scheduled for delivery. Originally set for Saturday the 16th, the delivery was rescheduled for Monday following confusion over a delivery charge. Despite efforts to clarify the payment situation, the shingles were only brought on Monday. To my surprise, the delivery required me to move them from the driveway to the roof, which I had not anticipated. The lack of communication about the delivery method and the unexpected labor involved in carrying each 70lb bundle up a ladder was frustrating. I believe that given the significant purchase of $1,[redacted] worth of shingles, a delivery to the roof should have been included without an extra charge. I hope we can find a resolution to this issue. Thank you.

To the HR department, I am a 68-year-old retired man from Grand Rapids, Michigan, where I was the General Manager of an Automation Engineering Company specializing in Material Handling Controls. Since retiring in April [redacted], I am seeking a unique opportunity. I split my time between Greenville, MI (winter) and White Cloud, MI (summer), where you have stores that I frequent. Ideally, I am looking for a part-time role with flexible hours, available 7 days a week for approximately 2 to 4 hours a day. I am physically able and willing to cross-train for any necessary tasks. With a background in customer service and strong communication skills, I am computer and telecommunication literate. Please direct me to the appropriate contact at Menard's to further discuss potential opportunities. Thank you for your assistance. Sincerely, Tom

A couple of months ago, my spouse and I visited the Plover Menards to purchase new cabinets and countertops for my ideal kitchen. We interacted with two different salesmen on separate occasions, both of whom were fantastic and supportive. However, there were errors in our orders. One salesman ordered part of the countertops with a backsplash while the other part without it, leading us to return twice to rectify the order. Another issue arose when I ordered the cabinets. Despite my inquiries, the salesman insisted that the classic drawer front matched the picture in the catalog. Upon receiving the cabinets last night, we were disappointed to find that they had flat drawer fronts instead of the pictured style. Although the cabinets are of exceptional quality, they do not match what we expected. I suggest providing additional training for your sales staff to avoid similar disappointments in the future. Regards, Susan E.

I found your lattice 4x8 product on your website, which is listed as the most affordable option. However, my experience at the Richmond Heights, MO store was disappointing. The associates were unhelpful and even rude, stating they couldn't assist me. Despite my attempts to order in-store, I was told it wasn't possible. I discovered I could order three pieces online, but the $[redacted].08 shipping charge significantly inflated the total cost from $26.67 to $[redacted].04. This unexpected cost has deterred me from considering further purchases from your company. I am disappointed with the service received and may opt to buy a similar product at Home Depot for $12 per sheet when time allows.

Hello, my name is Joe Hansen, and I am the general contractor at Hansen Home Repair in Pierce, Nebraska. The Menards store I frequently use is located in Norfolk, Nebraska. I depend on this store for its excellent customer service and the knowledgeable staff. Recently, there has been a change in the plumbing department that has impacted my business. An experienced employee I rely on, Ron Monson, has been moved to the building materials department to become a manager. This decision seems counterproductive to me and affects the service I receive. Ron's expertise in the plumbing department is invaluable to me for resolving issues efficiently. I believe it is crucial to leverage employees' skills by keeping them in departments where they excel. I urge you to reconsider your policies to ensure employees like Ron can continue to support customers effectively. Thank you for your attention, and I hope to hear from you soon. Have a great day.

I am reaching out to address recent troubling experiences we have encountered. As an electrical contractor under LDSI Electrical, Inc., we are frequent customers of yours. However, we have noticed a pattern of returned items being swapped out with used products or foreign objects. Our most recent issue involved purchasing a smoke detector only to discover a used one inside the box upon returning to the store. This not only presents us with an inconvenience but also raises concerns about the frequency of such incidents. We believe it is crucial for your staff to be vigilant in inspecting returned items to prevent such deceptive actions. By implementing measures like checking the contents of returned packages, we hope to deter those who engage in such dishonest behavior.

During my recent visit, an employee recommended trying online ordering with in-store pickup. The order number is ORGN30275, you can also refer to the Transaction ID as [redacted], Register ID 73, and Store Number [redacted]. I called ahead to check on my order and was told it would be ready in about 2 minutes, with backordered items to be notified separately. Despite confirming stock availability while ordering and providing my phone number twice, multiple items were actually backordered upon my arrival. This necessitated a 35-minute drive back to the store, proving inconvenient and costly. I was charged an $11 processing fee despite the incomplete and inaccurate order. This experience is especially frustrating given my prior instances of online stock inaccuracies. While the prices bring me back, the subpar inventory system and customer service are disappointing. My attempt to save time through online ordering backfired, resulting in a prolonged pickup process. Although I expressed my grievances to the manager on duty, there was a lack of concern and no offer of compensation. I typically don't complain, but this recent experience left me significantly dissatisfied, particularly as the store was aware of the ongoing issue with my order.

To the concerned party, I bought Clifton stones from Menard at [redacted] N Eastgate Ave, Springfield, MO [redacted] on Saturday, June 16, [redacted]. I paid for my purchase in full. I inquired with the sales representative about leaving the stones at the store to pick up later with my trailer, to which he agreed. Today, when I went to collect the stones that I had already paid over $2,[redacted] for, I was informed they had been sold to someone else. I needed these stones to begin a new job for a client with my workers on standby. This has happened to me three times before. I requested to speak with a manager as this type of situation should not occur. It was imperative that the stones were set aside for me, not sold to someone else. This has caused financial loss and dissatisfaction from my customer due to the delayed start. Menard's handling of this matter is unprofessional and lacks customer consideration. Thank you, Mike J. Phone: [redacted]

I visited the store in Evendale, OH last Saturday to pick up special ordered windows, a tub, surround, storm door, and other small items, spending over $5,[redacted] in the last few weekends. While loading the truck, two corners of the items got bent, and the order was incorrect upon inspection at home. I noticed a name, Eric C., on the items and called the store immediately. Brady, the person I spoke to, requested we bring back the wrong item. We returned the next day and encountered a new employee, Chris, who seemed unaware of the situation. Another staff member, potentially Joe, was unhelpful and blamed us for the mistake. This experience was disappointing, and I will not return to the Evendale store due to the poor customer service received from Joe. I hope the upcoming Florence store has better management. I have been a loyal customer for five years but was let down by this incident.

I purchased a whirlpool jetted tub from your company for therapy purposes, as recommended by my doctor. Despite the initial order, Menards encountered difficulties locating the tub for delivery, resulting in a six-week delay for a new tub to be sent. When the replacement was ordered via phone, it seems Paul E. mistakenly noted down the wrong size. Upon delivery and installation after a 90-day wait, I was shocked to learn about a potential restocking fee upon return, which was not disclosed during the purchase or over the phone. The error does not lie with me but with your representatives who processed the order incorrectly. I am seeking a full refund of $1,[redacted].00 back to my credit card, including the interest I've paid on the tub over the past year. I trust that your team will address this issue promptly. Thank you for your attention to this matter. Best regards, L. K.

I run a company called HP Installations and last year I spent over $[redacted],[redacted]. Recently, while visiting your Antioch store, someone attempted to break into my work truck in the parking lot. Unfortunately, the store's security cameras are of poor quality, making it hard to identify the culprits. It's crucial for the safety of customers that the outdoor security is improved. I managed to gather some information about the individuals involved in the incident. I hope your team addresses this issue promptly. My name is Brad Hoffman, and you can reach me at [redacted]. Thank you.

Hello, I am writing as Arial Lenzi, a loyal customer of your stores. Recently, my boyfriend and I visited the Warren Ohio store on 3/24/19. I usually enjoy spending time at this store, browsing through items. However, my recent experience has left me disappointed. I was looking at a "Dog Barking Control (Birdhouse)?" item, which I later decided against purchasing after checking online reviews and pricing. I had initially placed it in my shopping cart but then set it down near the outdoor lawn items by the registers. After completing about 2 hours of shopping, as we were leaving, a young man who appeared to be a manager stopped me, accusing me of not paying for the dog bark control product in my cart. This accusation in front of other customers and employees was humiliating. I promptly showed him where I had left the item, but the whole incident left me feeling unfairly treated. I contacted the store to address the issue, but I felt unheard and received no apology for the embarrassment caused. My boyfriend and I, who make a trip from PA to shop at this store, were deeply upset by this experience. As a result, I have decided not to visit Menards again. I believe more consideration should be given to how customers are treated to prevent such incidents in the future. Thank you.

I need to replace 17 single pane slider windows, and I contacted the Evansville Indiana Menards store for assistance. Despite making multiple calls, the staff were unable to provide me with the specific sample vinyl sliding window I required. I needed a window with removable sashes for easy cleaning and a half or full screen, preferably triple pane. Despite mentioning I live far from the store and requested for a sample to be sent, I did not receive a proper response. The manager, Ryan, mentioned only Jeldwen had what I needed and assured me of a suitable display in-store. When I visited on 3-26-19, I discovered the display did not match what was promised. Ryan then denied our previous conversation and seemed disinterested in assisting me. I raised this issue to the store manager, who did not offer much help either. Disappointed with the lack of service and professionalism, I hope for better employee training or staffing at Menards in the future. Thank you. - RM.

I was disappointed by the service I received when trying to purchase the topsoil from the weekly ad. I visited the garden center and was directed to different staff members who were unable to help me. The store manager and an employee could not locate the barcode for the item, leading to a frustrating experience. I understand the importance of efficient customer service in a family-oriented store, especially when there are multiple customers waiting to be assisted. It was disheartening to see the confusion among employees. I hope this issue is addressed to improve future experiences for customers. Thank you.

I purchased three shop lights, a step ladder, a toilet seat, and a paint sprayer for a total of $[redacted].26. Unfortunately, I paid in cash and have since misplaced my receipt. I visited the store to request a duplicate, but was informed that cash transactions cannot be reprinted. As a loyal customer who has already spent thousands of dollars at your establishment this year, I am disheartened by this policy. It is crucial for my business taxes that I have a copy of this receipt. I understand the importance of record-keeping for tax purposes, and I urge you to find a solution to provide me with a duplicate receipt. If this issue cannot be resolved, I will have no choice but to take my business elsewhere. Thank you for your attention to this matter.

I paid for some clearance fence panels earlier but later found out there was a mistake in the count. The manager, Chuck D, explained and asked me to pay for the missing panels. He agreed to deliver them on Saturday but when I checked later, the panels were still at the store. Chuck then said I couldn't have the panels I purchased and would have to take others instead. When I asked to speak to his manager, the attitude got worse, and they were very unhelpful. I have evidence of our agreement, including a video and pictures. I believe this situation is a bait and switch which should not be allowed.

Menards [redacted] Central Ave NE, [redacted], Minnesota Location: The Yard Employee: Paul Time: 8-8:30pm Date: Thursday, March 28, [redacted] Reason for visit: Returning 2 chest freezers as used appliances Customers: father (B) and son (A) Paul's unprofessional behavior during the return of 2 used chest freezers at Menards on March 28, [redacted], was disappointing. Despite the omission of 1 used Appliance Return in the original sale, Paul's reaction to the situation was rude and hostile. Blia assumed the correct order was processed, but it was discovered upon unloading that both freezers needed returns. Paul's insistence on only unloading one led to confusion. Blia's son Andrew had to go inside to make the extra purchase. Paul's behavior, including intimidating Blia by mentioning his veteran status and aggressive body language, was unnecessary. A manager intervention was requested due to Paul's unhelpful and hostile stance. Despite the initial salesperson's mistake, Paul's lack of courtesy and assistance towards a customer's oversight was unacceptable. Paul's overall attitude was unprofessional and lacking in customer service. Thank you.

I completed a rebate request for a safe I purchased on 1/26/[redacted]. The form was mailed on 1/28/[redacted]. The tracking information shows it was processed on 2/18/[redacted], and a check for $85.69 was issued. Despite waiting until 3/29/[redacted] (allowing the 6-8 week processing time), the rebate check has not been received. The tracking info confirms it has not been used or cashed. I am kindly requesting a replacement check to be sent to me. I am eager to use it for future purchases at the local store. Please contact me via email to update me on how you plan to address this matter. The primary reason for purchasing the safe was the 11% rebate promotion. Thank you. D. Miller at [redacted] Bramble Bend Court, Lawrence, Kansas [redacted]. Phone: [redacted].

While I was shopping at Menards, a worker greeted me in the aisle; however, I didn't realize he was speaking to me at first. Later, in the flower section, as I was looking for seedling dirt, I couldn't find any. I politely tried to get the worker's attention, but he seemed to ignore me, claiming he had greeted me earlier. Feeling ignored and frustrated, I inadvertently put items in the wrong cart, leading to a mix-up. This experience left me feeling disrespected and upset. I wish I had obtained the worker's name, but unfortunately, I didn't. This encounter has left me contemplating whether I want to return to your store in the future.

I visited Menards Springfield West this morning to research products and had a concerning experience with a male staff member near the restroom area. He approached me regarding having my cart near the restroom, mentioning it could lead to trouble. Though I apologized, his approach felt threatening and unfriendly. I suggest placing a restroom at the back and posting signs about cart placement. I frequent this store and felt uncomfortable with the situation. When I inquired about the staff member, Angela couldn't provide his name. I don't believe having a cart near the restroom is illegal, as long as no unpaid items are taken inside. This incident has left me uneasy and may impact my future visits. I hope for a more customer-friendly approach in the future. Sincerely, A.P.