Menard Inc. Customer Service Issues

While shopping at your store on Saturday, March 30th, we noticed that we were billed twice for one item at checkout, a discrepancy we only discovered upon returning home. After contacting the Bloomington, IL store, they instructed us to bring in the receipt for review of the surveillance footage. Upon verification, it was confirmed that we were indeed double charged for the item. Instead of receiving a refund for the duplicate charge, the representative mentioned issuing an in-store credit. This was because our initial payment was made partly through a gift card and partly in cash. Due to this mixed payment method, reimbursement in cash was not an option without reprocessing the transaction. The double charge amount totaled $5.42. We are curious if this reimbursement policy is standard for your store and await your response.

On March 24, [redacted], I bought a washer at Menards store number [redacted] but faced issues with the delivery the next day by Chuggy's Delivery Service. Despite making arrangements, there were miscommunications regarding the redelivery. On March 30, [redacted], the washer was finally delivered, but it lacked the necessary manual and hose for connection. Additionally, conflicting statements were made by the store and the delivery service regarding the condition of the washer. I expressed my dissatisfaction with the situation, having had to pay for delivery twice and dealing with discrepancies in information. Despite receiving the parts later, I found discrepancies in the final receipt. I hope to resolve these issues given that I have all the necessary documentation. - S.L.

On March 1st, [redacted], I placed a special order for a counter top at Menards (Order Number: GRBE [redacted]6). Unfortunately, the snack bar section was cut incorrectly, 18 inches short. This mistake led to my contractors having to remove everything, including my old sink. I also bought a new sink from Menards. When I contacted the store, I spoke with a manager named Randy Van Straten and the person who took my order was Deb Steeno. Despite providing evidence that the counter did not fit, Randy Van Straten was rude and treated me poorly, resulting in extra labor costs for my contractors. Eventually, Deb Steeno picked up the counter with another employee the next day, displaying professionalism and kindness. I hope Menards will reimburse me for the additional labor expenses incurred due to their error.

I am Scott R. from Titan Builders LLC, and we recently completed a remodeling project at the Antigo Menards store. We submitted invoices on Feb 22nd and three more since finishing the job last week. Throughout this project, we encountered challenges primarily with the store's GM, Steve F. There were instances of misinformation, additional tasks being added, and an uncomfortable dynamic with Steve and his approach. While we understand that projects can have unexpected turns, this experience was particularly difficult. We are not only contractors for the store but also customers spending approximately $10k monthly on supplies there. Following our latest work in Antigo, we are considering shifting our purchases to the Wausau location. I am seeking clarification on the status of our invoices with corporate and if there have been any delays in processing. Our communication eventually centered on Eugene M., who effectively managed operations amidst the challenges we faced.

I am Scott R. from Titan Builders LLC, and we recently completed remodeling work at the Antigo Menards store. We submitted an invoice for services on February 22nd and three more invoices after finishing the job last week. Throughout the project, we encountered challenges mainly with the store's GM, Steve F. There were instances of misinformation and additional tasks being added during the project, creating a difficult atmosphere for me and my team. Despite understanding the priority of customer needs, the situation went beyond normal project hiccups. As regular customers spending approximately $10k monthly on materials at the store, this experience has led us to consider shifting our business to the Wausau location instead. I am seeking information on the processing status of these invoices with corporate, as various aspects of this project seemed delayed or mishandled at the management level. Communication breakdowns prompted us to engage only with Eugene M. moving forward, who has been instrumental in navigating through challenges efficiently.

I have been relying on my local Menards store for over 25 years, even through a relocation. However, lately, store #[redacted] has been deteriorating. Today, as I was shopping for cordless power tools, I noticed several issues. The stocking and displays were poorly organized, with the Masterforce brand missing at least 4 tools on the wall display, and no batteries available. There was garbage in the aisles, unstocked light bulbs, and half-empty shelves that looked neglected. The store overall seems to be mismanaged, evident by overflowing carts in the main aisle. This decline has been ongoing for about a year now. Even the patio equipment area appears unchanged since the holiday season, despite summer approaching. Although I have always preferred Menards over Home Depot or Lowe's, I may need to reconsider my choice of store.

As a loyal customer of Menards for many years, I have noticed a concerning issue at the Sandusky, Ohio store. While I appreciate that there are two motorized scooters available, it seems that both have significant problems. One scooter is always out of charge, and the other has flat tires. Despite bringing this to the attention of the staff, the situation has not improved. For a store of this size, having only two scooters, with only one in working condition, is unacceptable. I am considering taking my business to Home Depot or Lowes, where they have more operational scooters available. I am hopeful that the Avon, Ohio store will have better scooter availability when I visit next. I truly enjoy shopping at Menards and would like to continue to do so without facing mobility challenges. Sincerely, Dan Rose

My sister returned an item to Menards for my husband, but she was not given the item back and was accused of theft. We are now out of $89. I find this situation unacceptable. I will no longer be shopping there and will inform my friends and family about this incident. It seems unfair that if we were to do the same, it would be considered theft. The incident occurred at the Menards in South St. Paul, MN on Roberts St. My name is Tanya Jones. I believe this matter needs to be addressed, as my sister was treated rudely and publicly humiliated. You can reach me at [redacted]. I am determined to spread awareness about this issue through social media and word of mouth until it is resolved.

I'm 56 years old and bought a snow shovel from Menards in Detroit Lakes, MN in the fall of [redacted]. I was confident in my purchase due to the shovel having a 10-year warranty. Unfortunately, the shovel broke in February [redacted]. When I tried to return it, the store manager refused as they no longer carried that model. I suggested a similar replacement but was told the only option was in Montana. They insisted on a receipt, which I struggled to locate without knowing if I used a credit card. The manager didn't uphold the warranty, even with the tags attached and a cashier noting its good condition. Having to manage without a proper shovel during heavy snowfall this year was challenging. I expected better service from Menards in Detroit Lakes. Janet Oshkinowe

I apologize in advance for any errors since I'm typing this on my phone. Recently, I drove to Cape Girardeau from Poplar Bluff to get some tile, as the store there didn't have enough. When I approached an employee who was busy shrink-wrapping, I politely asked for assistance but was ignored and dismissed. Despite explaining the situation to the front end, I was transferred to the back where my concerns were not addressed properly, which left me feeling frustrated and undervalued as a customer. It's important that employees handle situations like this with more professionalism and respect for customers' time. Every sale, no matter how small, contributes to a business's success. It's disappointing when customer service falls short, especially during a time when I'm undertaking a big remodeling project. Efficiency and customer care should be top priorities for all employees. Thank you for your attention to this matter.

I was mistakenly charged twice for a single greeting card at Menards. I realized this when I got home on 3/30/19. I visited the Antioch store on 4/7/19 to request a refund. However, they directed me to the Fox Lake store where I made the purchase, claiming I needed to prove I didn't buy two cards by reviewing video footage. I'm upset because I was charged $7.10 instead of $3.55, and the local store didn't process my refund, asking me to go further to resolve the issue. The customer service person at Antioch was unhelpful and even asked me to leave. With 46 other items to purchase, I couldn't monitor each one as it was scanned. I feel unfairly treated and demand an apology and a refund from Menards. I can provide a copy of the receipt if needed.

I recently visited the Garden City, Kansas store where I selected a box of 6 solar yard lights marked with an orange sticker for $12.99. At the checkout, they were rung up for $24.99. I informed the cashier of the price difference and offered to show a picture of the labeled price, but she dismissed it. After consulting with other associates, they insisted the price was $24.99, contradicting the sticker. I opted not to buy the lights. Later, observing that my husband was purchasing around $[redacted].00 worth of mattresses, I revisited the shelf, only to discover the sale sticker had been removed by staff, validating my initial claim. This behavior is both unlawful and highly unprofessional.

While shopping, my family found grass fertilizer priced at 17.95 under a large sign in the aisle. At checkout, we were startled to discover the actual price was 39.99, a significant difference. The cashier kindly offered to verify the price, and after a 10-minute wait for the manager, we explained the situation. Even after showing a picture of the sign without an upward arrow, the manager insisted the 17.95 tag was for a different item and the correct price was 39.99, displayed in an empty spot next to the downward arrow. Unfortunately, the manager was dismissive and did not acknowledge the confusion. This experience has left us disappointed with the store's customer service. Admitting and rectifying mistakes is crucial for customer retention, and treating patrons poorly for unintentional misunderstandings is unacceptable.

Hello, I hope you are well. My partner and I have been dedicated customers of Menards in Tipp City, Ohio since they opened. We choose to drive past the nearby Lowes in Huber Heights, Ohio due to Menards' 11% rebate offers, diverse product range, and pleasant staff. Recently, we purchased new kitchen countertops, a faucet, plumbing, and various other items from Menards. Our past purchases include siding, with plans to buy more for our garage. On 2/21/19 and 2/23/19, we made purchases totaling $[redacted].51 during the 11% rebate promotion. However, when we received a rebate check for only $27.31, we calculated that it should have been approximately $[redacted].57. My partner, Tom S., contacted Rebate International on 3/29 & 3/30 about this issue with Rebate #[redacted], discussing the eligibility of our countertop purchase. Despite our understanding that it was eligible, they claimed otherwise. Disappointed with the check amount, I decided to escalate the matter to headquarters. I came across "GET HUMAN" online and wanted to try that avenue before pursuing further action. Thank you for your attention. Warm regards, Diane D.

I recently contacted you via email about a missing item in my company's order. I was informed that the warehouse would investigate, but I have not received an update yet. Below is the email conversation for reference. Menards Customer Service (Menards.com Customer Service) Apr 9, 11:57 AM CDT Mark, Thank you for sending the photos. Apologies for the issue! I have contacted the warehouse and will update you soon. Best Regards, Trevor I Guest Service Representative Menards.com Mark Laufersweiler Apr 9, 11:51 AM CDT Hello, Please find attached the pictures of the received items. Thank You, Brittany Menards Customer Service (Menards.com Customer Service) Apr 9, 9:48 AM CDT Batwell, Apologies for the incomplete order! Can you provide pictures of the items received and the packaging? Once received, I can assist further. Best Regards, Trevor I Guest Service Representative Menards.com Mark Laufersweiler Apr 9, 9:20 AM CDT Subject: Damaged Item DFWH, Inc. Address: [redacted] Corporate Blvd PLAIN CITY, OH [redacted] Email: [redacted] Order Number: ANTG5897 Sent: 04/09/[redacted] 09:20:33 AM CST We ordered 2 Muscle Rack 48"W x 72"H x 24"D 5-Shelf Metal Shelving Unit Model Number: SR200 (Order Number ANTG5897). One shelf was fine, but the other was missing parts. Missing parts: 5 Braces (B) 5 Beams (A) 4 Post Coupler (E) 3 Post (C)

The customer service at this store needs improvement. The store manager lacks professionalism and understanding of proper customer service standards in companies that prioritize customer care. After purchasing a $[redacted] door that arrived with defects twice, the manager, Michael, was unhelpful and suggested inconvenient solutions, like filling out forms via mail. Despite some workers' efforts to assist respectfully, the overall experience was disappointing and showed a lack of empathy from the manager. The attempt to charge a restocking fee when canceling the order was unreasonable. A new manager is needed to improve the service at this store, especially when compared to other Menards locations.

I encountered a situation involving a cashier named Samantha Girsh at the Antioch Menards. She posted a meme about customers on her Facebook page, and two of her coworkers joined in, making derogatory comments about the customers. This behavior is unacceptable as they were disrespecting the people who shop at the store. It has left me feeling upset and hesitant to visit the store knowing I might be treated the same way. I urge management to address this issue and speak to Samantha and her coworkers about their inappropriate conduct. Thank you for looking into this matter.

While in your store on Maize Road on 4/12/19 around 3:10pm, we purchased supplies for our sign business and backyard/farm projects. We noticed handi-clamps listed for $1.29 (sku [redacted]), but they were scanning at $4.47 each. When we brought this up, the associates had difficulty rectifying the error and the manager, Lance, refused to honor the $1.29 price, offering $3.49 instead. When requesting to speak with upper-level management, Mike was dismissive and unhelpful, stating the incorrect price was not their responsibility. This experience was disappointing, as we usually spend a considerable amount at Menards. The lack of price matching and Mike's rudeness has deterred us from future patronage.

I recently bought a tub wall set but received a shower wall set instead. This resulted in my contractor incurring extra costs and me missing out on a sale discount. I am hoping you can assist me in resolving this issue. I am looking to remodel my kitchen countertops and would prefer to make the purchase from your store, although my husband is displeased with the service received from Assistant General Manager Doug Weeks at the Avon, Indiana store. Thank you for your attention and time. Sincerely, Jennifer McGhee

I was interested in buying the Sincol 37/84/1-3/8 Knotty Pine Door (SKU: [redacted]) from the Menards in Morris, IL. This particular store had one left, which I needed to match two others I previously bought for my basement remodeling project. Despite Morris being far from my home, I called to ask them to hold the door for me, but they don't hold items. I was also unable to pre-pay. Sadly, it got sold before I could reach the store. Unlike another Menards store, where they offered to hold items for me, Morris didn't provide the same service. I noticed I can purchase the door online, but I can't afford the shipping expenses. Any chance I can still acquire this door? I'm a loyal Menards customer, upset about this experience which didn't meet my expectations. Thank you and hope to hear from you soon. - C.S. [redacted] [redacted]