Menard Inc. Customer Service Issues

I sent an email to the attention of the general manager Ryan at the Watertown Menards after speaking with the assistant general manager, Jim, with pictures of my yard and materials. I believe Menards should apologize and refund our delivery charge. Perhaps they could also offer a few bags of grass seed and dirt. It's frustrating to have been ignored throughout this process. My husband took time off work, and the delivery issues caused him further inconveniences. The delivery truck breakdown, rescheduling, and early arrival without proper notice have been quite the ordeal. The delivery company even suggested beating the culvert with a sledgehammer! They admitted to being behind schedule and unprepared. When we inquired at the Menards delivery desk, no information about a separate company handling deliveries was shared. We hope for a prompt response from Menards. - D. and K. Mader

I recently purchased a couch at the Menards in Tipp City, Ohio and needed to rent a Menards truck to transport it home. Despite calling ahead to confirm the availability of a pickup truck, I arrived at the store only to find out that the truck I was told would be available was being rented out to someone else at that moment. The staff informed me that it was their policy not to hold trucks, causing me great inconvenience. I believe that there should be some flexibility in this policy to accommodate customers like myself who do not reside nearby. I propose a system where customers can provide a credit card to hold a truck for a short period, and if they fail to show up, a fee can be charged and the truck made available for rent again. Unfortunately, the rental manager stated that this was against corporate rules. I urge Menards to consider implementing changes to make the rental process more customer-friendly and prevent situations where customers are left without a truck after making the trip to the store. This adjustment would greatly improve the experience for customers like me who rely on renting trucks for transportation.

I previously submitted a survey praising the yard staff at the Lima [redacted] store. Today's experience was quite different. Upon arrival at around 2:15, the gate guard checked me in, and I inquired about assistance in the yard. Unsure if he radioed ahead, we usually purchase $1,[redacted] to $5,[redacted] of insulation monthly, and aid with loading especially for large quantities is appreciated. Loading alone becomes difficult when the insulation is stacked two stories high, as it was today. With some effort, I managed to push down two batts after climbing up the stack. In contrast, during a loading session in Celina, OH, a staff member suggested I open the bales and load them myself next time, despite their size (R-38 batts). The staff member also mentioned the use of the forklift, which the manager later advised against. It appears that the stores are promoting very young adults to management roles, sometimes leading to their cocky, unhelpful, and disrespectful behavior, much like some other employees. I have more to share if needed, feel free to contact me at [redacted].

During my visit to the Woodstock Menards, I sought a sill guard for an exterior front door. Brian from the service team directed me to a product he believed would serve the purpose, but it wasn't what I needed. Despite my explanation, Brian insisted his choice was suitable while other workers gathered around. I felt frustrated as Brian seemed condescending, interrupting me and disregarding my preferences. Another worker intervened, suggesting a different product, but Brian argued its adequacy. I attempted to conclude the conversation, but Brian persisted, questioning my preferences. Fortunately, Amy from another department intervened, recognizing my requirement and guiding me appropriately. I appreciated her respectful approach, unlike Brian's demeanor. I left the store grateful for Amy's assistance, emphasizing the importance of respecting customers' choices to avoid dissatisfaction.

I recently purchased Tide Pods that were labeled at $9.99. There was a special promotion for spending $40 on P&G products and receiving $10 back. At the register, they rang up at $16.99. The cashier, Lisa, mentioned it was a mail-in rebate, but I explained the promotion was different. Kaya was called over and mentioned the sale price was no longer valid. After showing them the ad displaying the $9.99 price, Kaya still didn't check. I even took a picture to prove the pods were labeled at $9.99. Kyla then brought Jonathan to assist. The customer service experience was lacking; cashiers should have awareness of promotions and prices without customer intervention and should have access to promotion details at the register to avoid confusion.

I visited Menards in Wixom, MI, and ordered 9 doors for my home. When placing the order, we specified that the door handles were on the left side swinging in, which apparently makes them right swing doors. We were not informed of this distinction and were unaware of it. Upon trying to exchange the doors, I was told there would be a 25% restocking fee plus another delivery fee for the 6 doors that were incorrectly ordered as left swing instead of right swing. I refused to pay the fees as I believe it was a miscommunication. We clearly explained our requirements, and it was overlooked by the salesperson. We now have 6 doors that don't fit due to this error. I find it unfair to be charged for this mistake. I am seeking a response from the corporate office. Thank you.

I selected Menards for flowers for our home due to their advertised prices. However, upon inspection, I found several varieties of annuals to be dry and wilted, which was disappointing for the beginning of May. At checkout, I spoke with a manager who mentioned they "damaged them out for credit." I asked to speak with the garden department manager, who suggested I come back to discuss further. When I asked if he could come to the checkout, he advised me to return to the garden area and exchange the flowers myself. This lack of concern and assistance left me dissatisfied with the service. As a parent of three young children, shopping for flowers is limited to after bedtime, preventing me from easily swapping items. Despite reluctantly purchasing some annuals from Menards, I ultimately went to Walmart for additional flowers due to their better condition and care. The experience has left me unsure about future purchases at Menards and I hope for improved customer service and product quality in the future.

I received the wrong order. I requested black metal for my house addition, but I received charcoal gray instead. I originally ordered 8 pieces of metal - 4 at [redacted] inches and 4 at [redacted] inches. However, I received 10 pieces - 3 at [redacted] inches and 7 at [redacted] inches. Despite explaining the error to 4 help desk employees, they did not offer to correct the order. Rather, they insisted on charging me a 25 percent restocking fee to return the incorrect items. I feel this fee is unjust as the mistake was on their end. I am seeking assistance with getting a refund on the restocking fee. Thank you, Ray from Sandusky, Ohio.

My father, who has difficulty walking due to being on oxygen, waited over an hour for a motorized cart at Menards on Lang Drive in La Crosse, WI. The store only had 2 carts available, and despite asking for help, no one assisted him. He had to settle for a regular cart and could only grab one item before he could not walk any further. There are no benches near the entrance, and the handicapped parking is far away. He felt dizzy and had trouble breathing outside. The lack of carts and assistance disappointed him, especially given his age and condition. He will not shop at Menards again. The store's manager did not provide a satisfactory response when contacted. It's important for stores to consider all types of customers and make accommodations for those with disabilities.

I have been very patient with Menards. It has been over three months since I ordered two cases of Fruit Splash Flavored Variety Pack Bottled Water on 1/31/19, and I have not received them. I kindly request the following: 1) Please credit my charge card with $11.98 for that item as I no longer wish to receive it. 2) I would like a $50 gift card for the inconvenience, misinformation, changes to the order pickup process, and the stress I have experienced due to my health condition. I believe it would be beneficial for all parties involved to fulfill these requests promptly. Please advise on how I can provide more details about my complaint and send attachments if needed.

I recently visited your new store in Brooklyn, Ohio with my husband to pick up a lawnmower we ordered online using your WePull - You Pick Up service. The process was frustrating as it took 4 hours to receive the email confirmation for pickup. When I arrived at the store, I found several store members wearing Blue Menards shirts who did not assist me. Despite my efforts to locate and retrieve my order, I received no help or acknowledgment from the associates. This lack of customer service was disappointing, especially considering how efficient online order pickups are in other stores. I hope you consider hiring staff who are familiar with this modern concept to improve the customer experience at this location. Although we were excited about your store opening in Cleveland and even signed up for a Big card, this experience has made me hesitant to order online from Menards in the future. I may opt for more reliable service providers like Home Depot or Lowe's for my future purchases.

I made two separate purchases at Menards that have left me frustrated. Firstly, I bought several items using a mix of cash and a rebate. I returned an item worth $13 and was only given store credit, despite having paid over $35 in cash. I requested a cash refund but was met with unhelpful responses from the cashier and assistant managers as the store manager was unavailable. Secondly, I bought a skylight and flashing kit at full price before an 11% sale. I was promised a rebate adjustment, but after waiting for over 12 weeks and multiple interactions with the store, I was told I couldn't receive it as they claimed I had purchased the items on sale, which I hadn't. As a loyal customer who has spent over $[redacted] in the last year and is about to embark on a house project, this experience has made me reconsider shopping at Menards. Thank you, Dale Webie.

I made a purchase using both cash and rebates recently. I used $35 in cash and later returned a $13 item. The store insisted on providing me with in-store credit instead of a cash refund due to the rebate used in the initial purchase. After requesting to speak with the store manager multiple times, I was informed that the amount of cash used doesn't matter if a rebate was part of the transaction. In another incident, I bought a skylight and a flashing kit at full price, only to discover they went on sale shortly after. The store suggested I apply for an adjustment rebate instead of returning the items. However, after waiting 12 weeks without hearing back, I reached out to the rebate center myself and learned that my purchase wasn't actually eligible for the rebate. Despite explaining that I had paid full price, they requested to contact the store for verification. This situation has led me to reconsider my loyalty to the store, especially since I have spent a significant amount there and have upcoming construction plans. Thank you, Dale.

We have spent over $[redacted],[redacted] at our local Menards in Lebanon, IN this year. We had some rebates and used them to purchase cedar siding shingles. Unfortunately, the store gave us the wrong white-colored shingles initially, and we had to order 4 additional bundles to complete our project. When we realized the color mismatch, we returned them and canceled the remaining 4 bundles. The store then had to special order the red cedar shingles we needed. However, upon delivery, our contractor found the shingles to be extremely rough and unsuitable for siding. We require level and square shingles like the 18" #1 perfection A-butt smooth sawn shingles, which Menards does not carry. The store charged us a $[redacted] restocking fee and only provided a $[redacted] credit out of the $[redacted] purchase. We are unhappy with the poor quality, the insufficient credit, and the unhelpful customer service. DeeAnn and David Culley

Good morning, I want to share my recent experience at your Baxter, MN store. In the past month, we made substantial purchases, primarily the Klearvue kitchen cabinets for our remodel. Ali from the kitchen department has been exceptional in assisting us throughout, standing out as a valuable member of your team. However, I encountered challenges with the receiving area during our recent pickup on May 16. Despite receiving an email confirming readiness the night before, the process of collecting the order was inefficient. We faced delays, confusion with locating items, and had to load some cabinets onto our trailer ourselves. This resulted in an unacceptable wait time and a lack of confidence in the completeness of our order. This experience has left me deeply dissatisfied with the service received, with Ali being the only positive aspect. It has made me question future purchases from your store, including an intended $[redacted] expenditure. The inconsistency between exceptional service from some staff and the disappointing experience at the receiving area needs to be addressed for improved customer satisfaction. Thank you for your attention to this matter.

I purchased $64 worth of lumber at the store yesterday. I inquired about a military discount, but the sales associate mentioned it wasn't available as the discount was being given to military families instead. I found it offensive to assume all veterans are dishonest. I believe a little respect should be shown, considering the high-security trust the government placed in me. Regarding the rebates, I question why an online system isn't offered. Requiring customers to mail in their rebate forms with stamps seems outdated and inconvenient. Lowe's not only provided me with a 10% military discount but also gave me an additional 11% off on sale items priced lower than yours. I will be shopping at Lowe's from now on, as their actions demonstrate appreciation for veterans. No thanks needed for my service; actions indeed speak louder than words. Shame on the store for its treatment.

I have a concern regarding a recent purchase I made at the Elkhart, IN store. I bought what I thought was a sewage ejection pump but later realized I needed a sump pump instead. I went to the Mishawaka, IN Menards store, where the staff treated me poorly when I tried to return the unused pump. They accused me of returning a used, damaged product, even though I hadn't opened the box. The manager was rude and unhelpful, making false claims about the product being wet and not offering a refund. Despite explaining that I was a local plumbing business owner who regularly shops at Menards, they laughed at me and refused to provide a replacement or refund. The entire experience was humiliating and unprofessional, leaving me feeling frustrated and disrespected. This incident has made me reconsider shopping at Menards in the future.

I am reaching out about an issue I had at Menards today. I visited Menards because a wheelbarrow wheel came off as it wasn't properly attached. When I tried to purchase a replacement wheel, they were out of stock. The staff suggested I return the wheelbarrow. On my second trip, I couldn't find the parts I needed for the current wheelbarrow. Lastly, I attempted to buy a different wheelbarrow, but again they had no stock. I had to travel 20 minutes to reach this Menards location. I made three trips in total and still did not get the wheelbarrow I needed. I would appreciate it if someone could contact me at [redacted] to discuss this matter further. Thank you, Melvin Terry.

I purchased a wood-burning stove on May 3rd, but it arrived damaged. After speaking with the store manager, Brent, at the Rolla store in Missouri, a replacement stove was ordered. Despite being promised delivery within 3 days, the new stove also arrived damaged. Dealing with Brent, the general manager Mike, and another manager named Tyrone has been frustrating as all three have been rude and unhelpful. Today, on May 20th, I received another damaged stove and opted not to accept it. When I contacted Mike, he was once again rude. I am extremely disappointed with the customer service provided by these individuals. Considering my substantial home renovation budget, I am contemplating taking my business to Home Depot instead. If someone could reach out to me, I would greatly appreciate it.

I visited your new Brooklyn store in Ohio on 5/20/19. The store itself was pleasant, but my checkout experience was quite distressing. I had applied for a Menards card but have yet to receive it, despite providing my ID and social security number as instructed. The lady who initially helped me was polite, but things took a turn when I requested to speak to a supervisor. Unfortunately, the supervisor, David, was rude and unhelpful, which escalated the situation. After numerous attempts to process the transaction, it was unsuccessful, leading to unnecessary tension. My daughter also faced unwarranted accusations and mistreatment during this ordeal, prompting us to leave in embarrassment. I believe the handling of the situation by David was inappropriate given the circumstances. Despite the incident, I proceeded to make my purchase elsewhere. I kindly request prompt contact regarding this issue. Thank you, Cheryl Danko