Menard Inc. Customer Service Issues

On June 2, [redacted], I purchased an MTD Pro 17-inch SS trimmer, MP479, for $[redacted].99, along with a one-year replacement plan, SKU number [redacted], for $24.97. The trimmer had a two-year warranty. After experiencing issues, I returned to Menard's in Hammond, Indiana, on September 15, [redacted]. They directed me to Highland Lawnmoor for warranty service. Despite multiple visits, the trimmer remained faulty. Upon being told it was unfixable by Highland Lawnmoor in June [redacted], I returned to Menard’s. After some discussion, they agreed to exchange the trimmer. Unfortunately, the original model was discontinued. I eventually settled for a Craftsman trimmer with an additional lawn edger attachment. The process was frustrating and time-consuming, lasting two hours. I am disappointed with the entire experience, especially the extended warranty service and the inconvenience it caused.

I spent 30 minutes waiting for assistance with a ticket for my materials at the Pro Desk. I provided all the necessary contact information. The next morning, I called to request the deck layout program for my project. Unfortunately, the store manager, Adam Taylor, could not locate any details related to my ticket. He was rude and unhelpful. I asked for Dennis, the manager at the contractor desk, who mentioned that he was Adam's boss. After requesting Dennis again, the manager abruptly hung up on me. As a loyal contractor, I am disappointed by the disrespectful behavior and will not be conducting any future business with Menards. I intend to share my negative experience on various social media platforms and discourage others from shopping at your store.

This is my second email regarding my order of two $20 gift cards with a note for Father's Day. Unfortunately, I received a piece of paper that was a receipt with the message printed on it instead of the cards or envelopes. I had ordered three gifts in total, and I was hoping for a better presentation. I have not received a response after my first query. I typically shop at Home Depot, but decided to try Menards this time as my family prefers it. However, I am disappointed with the service so far. I kindly request a response at your earliest convenience.

During my recent visit to your store with my Service Dog, I encountered a distressing situation. Another customer began yelling at me, demanding to see my ID and questioning my right to have a Service Dog. After requesting to speak to a manager and waiting for assistance that never came, I felt compelled to confront the individual myself. Following the customer outside, he continued to harass me about my Service Dog, prompting me to note his license plate. Fortunately, witnesses contacted the police, who are now handling the matter. Upon returning to the store to complete my purchase, I once again requested to speak to a manager, who informed me he was busy with other customers due to the police presence. As someone dealing with PTSD after losing my son and husband to suicide in [redacted], prompt intervention and support are crucial during such encounters. I urge your staff to prioritize assisting customers in distress without delay.

On June 9th, I placed an order for a door jamb priced at $[redacted].00, but after receiving my email receipt, I was charged an additional $[redacted].00 for shipping, which was not initially disclosed. I promptly attempted to cancel my order through menards.com within 5 minutes of receiving the receipt, as well as contacted Mastercraft and local Menards, but did not receive any response. Despite contacting Mastercraft on June 10th, the order had already been processed, leaving me unable to cancel. Multiple emails to menards.com have gone unanswered. I am seeking reimbursement for the undisclosed shipping fee, as I made immediate attempts to cancel the order upon discovering the additional charge.

During my visit to your Cuyahoga Falls Ohio store, I sought veneer stone for my fireplace. Despite my interest in a particular item, I had difficulty locating assistance. After an extensive search, I inquired at the nearest desk for a sample. Unfortunately, the piece I was directed to was inconveniently placed, obstructing a detailed view. When I communicated my interest, the employee merely acknowledged the lack of samples without further assistance. Disheartened by this experience, I abandoned my cart and exited the store. Such a disappointing encounter contrasts starkly with the consistently helpful service I receive at my local Lowe’s store, where staff remain dedicated to customer satisfaction. Regrettably, I have decided to discontinue shopping at Menards due to this incident.

On the evening of 6/9/19 at the Menards store in Pewaukee, WI, PEWA [redacted], I was buying a fire pit ring on sale for $49.99 instead of $69.99. At checkout, the cashier didn't recognize the discount. Despite showing the sale sign, I faced a long wait while the cashier supervisor, Kelly, seemed unhelpful. Even after proving the sale price with a picture, she still had doubts. When asking for a manager, the person who claimed to be one and another colleague behaved poorly, causing further frustration. Despite my loyalty to Menards, this experience was disappointing. As a sales manager myself, I understand the importance of customer service. I hope for better treatment and an apology from the store manager.

I placed an order with the order number BVDM[redacted]0 on 6-5-19 at 10:00pm. It arrived at Eau Claire DC at 10:24pm, and was staged at Eau Claire DC on 6-6-19 at 12:24pm before being sent to Iron Ridge DC on 6-7-19 at 11:53am. I have contacted the store three times to ask about the delay in delivery from the DC, but the employees have not been able to get a clear answer from the DC. I have also sent two emails to the Iron Ridge DC but have not received any responses. Today, 6-12-19, I spoke with the Beaver Dam Store Manager, John Panzer, who informed me they cannot locate my order. I am frustrated that nobody has contacted me to explain that my order is lost. The employees at the store are just as puzzled, describing the Iron Ridge DC as a "Mess". I usually receive great service from Menards and shop there frequently, but this experience has made me question my loyalty. It's disappointing that there is online order tracking available, yet no responses to customer emails to the Distribution Center. I am left wondering why nobody has informed me that the order is missing. My order, weighing 170lbs, has caused inconvenience as I had someone on standby with a truck to pick it up. I am disappointed and curious about what Menards can do to resolve this situation.

I am writing regarding a recent incident at the Battle Creek Menards. Majestic Security, the current security company for the Lumber Yard, had a manager from Indiana visit. While returning a uniform, I was insulted, assaulted, and threatened by a manager named Matt, who I believe is an armed officer. I am unsure if he was carrying his gun. When I was at my car, he approached me aggressively, stating he would harm me if he wasn't on the clock. Despite my attempts to leave peacefully, I was barred from the premises. I have reported the event to the local police who are investigating. I did not instigate the confrontation. This is not the first incident involving this manager. I hope to resolve this matter without legal action. Thank you.

Good Afternoon, I am currently in Columbus, Ohio, and the store's address is [redacted] E. Broad Street, Columbus, Ohio [redacted]. During my house renovation, I purchased various items such as laminate flooring, faucets, light fixtures, and rugs. Unfortunately, I misplaced the receipt for the rugs, which cost around $[redacted] in cash. Upon realizing I only liked one of the rugs, I returned two without the receipt. I expected to receive a store credit for the full amount but was informed that I would only get the current selling price as store credit, resulting in a $70 loss. I bought the rugs on Sunday, June 9th, and returned them on Tuesday, June 11th. Given my frequent visits to the store and significant purchases totaling $[redacted], I was disappointed with the outcome. I believe with options like receipt retrieval via email or phone number tracking, this situation could have been handled better. I would appreciate a full refund in store credit for the rugs - a 30*45 Serenity Shag [redacted] and a 7.10*10.6 Contours Rug [redacted]. Thank you, S.P.

I am once again disappointed with the service at Menards. I reported this issue two months ago at the Avon store opening, and now the same problem is occurring at the Cleveland store. I am unable to enter the sweepstakes due to the non-functional kiosk. Despite the efforts of the helpful store associate named Tom from the paint department, who tried to fix the kiosk without success. After speaking with Maria at customer service, she was polite but had no additional information to provide. She suggested speaking with the GM. I expressed my frustration as the same issue happened at the Avon store, and speaking to the GM there was futile. The kiosk service and hardware are consistently problematic. Menards needs to address these recurring issues to avoid false advertising regarding the shopping spree prizes. On my return to Menards the following day, the kiosk was still not operational with an "Out of Order" sign displayed. It is evident that improvements are needed in the kiosk system at Menards.

I am disappointed as I have not yet received the $[redacted] rebate for the shingles I purchased. I have been told to send the rebate somewhere else, and I do not have clear copies of the documents I initially submitted. Despite this, I am determined to send the necessary information to Menards to claim my rebate. I have expressed my frustration with the situation and am considering not shopping at Menards in the future. I hope to resolve this issue promptly and receive the $[redacted] rebate as promised.

I purchased new kitchen cabinets and countertops from Menards in Decatur, Illinois. The cabinets were fine, but the countertops were a nightmare to obtain. After a slight adjustment at the store, I was promised the countertops in 2-4 weeks. When I didn't receive an email confirmation, I called and found out the order was never placed. Despite multiple mistakes with the countertop order, resulting in me being without a functioning kitchen for months, all I received was a $[redacted] refund. I believe I should have been compensated more for the inconvenience and labor involved. Although I have done most of my house remodeling through Menards in the past, I am currently reconsidering future purchases there.

Last night, I added several pavers to my online cart, intending to purchase them. However, a discrepancy in pickup options and the sale ending on the 22nd prompted me to wait until today to finalize my order based on my location. After receiving an email reminder to complete my purchase, I noticed that the prices had increased for most of the pavers I had selected. The 8x16 pavers were previously priced at .88 and are now .99, while the 16x16 pavers rose from 2.64 to 2.97. I would appreciate it if you could honor the pricing from last night so I can proceed with my order. Please respond promptly. Thank you.

On June 4th, I bought 5 gallons of F&P preservative (SKU #[redacted]) for $25.98 each. Four days later, I bought another 2 gallons at $22.98 each to complete the job. I called the store this morning to inquire about their pricing policy and spoke with Jeff, the front end manager, who instructed me to bring in the receipts for an adjustment. Upon arriving at the store, the customer returns desk clerk informed me that she couldn't process the adjustment. After contacting Jeff, she explained that due to the purchases being made under different sales periods, the adjustment couldn't be made. I was disappointed with the change in decision from my initial phone conversation with Jeff to visiting the store. Just to note, my total spending this year at your store is over $6,[redacted]. I am now questioning the cost of acquiring new customers, as I am considering taking my business elsewhere.

While carpet shopping at the Muskegon store, I came across a carpet I liked on sale with a red sticker. However, upon trying to purchase it, I was informed that it was out of stock and discontinued. I questioned why the item was still displayed with a sign if it was no longer available. I spoke with the store manager expressing my confusion and disappointment at the misleading advertising. The manager suggested I go to another store to find the item, which only added to my frustration. I recommended removing the misleading sign, but the manager insisted he would do so at his discretion. This experience has been happening frequently, despite being a regular customer who spends a significant amount at Menards each month. Apologies for any errors in this message, as I am conveying this via voice typing due to the frustrating encounter with the district store manager.

Regarding store #[redacted], I visited this morning to find a specific light bulb. I sought assistance from a staff member in the lighting department, showing him the bulb I needed. He directed me to aisle four and returned to his computer. I thanked him and left to find the store manager. I approached Haily at the front desk, who was on her phone, and asked for manager Kory G. I explained the situation, but he did not respond. Frustrated, I mentioned calling corporate and began walking towards the garden center. As I distanced myself, Kory G shouted, "Don’t know what you want me to do about it." Despite any ongoing sales, the poor customer service received makes me hesitant to return.

Order# [redacted]1 - MTPR47875 6 - 10oz bags of Sweetart Softbites I am attempting to track down my order. Having already paid for it, I checked the order tracker but found an invalid tracking number and no carrier information available. When I contacted customer service, the representative provided me with the wrong tracking number for someone else's order placed the day before mine. I placed my order on 6/14/19, but the tracking information given was for an order from 6/13/19, confirming it was not mine. I am eager to receive my order as you are the only retailer I have found that carries this particular candy. Please assist me in locating my order and provide an updated delivery estimate. I can be reached at [redacted] or at work [redacted], where the delivery is scheduled to be made at [redacted] W. Bodenhamer St., Kernersville, NC [redacted]. Despite multiple attempts to contact customer service, I have not received any response. If possible, I prefer to receive a phone call rather than an email.

I have visited the Davison, MI Menards three times in the past month, and each time I have been disappointed. The employees there don't seem willing to assist customers, often avoiding interaction. When I did manage to find someone, they simply pointed me in the general direction of the product I was looking for without much help. The service was not only unhelpful but also rude. During one checkout experience, a woman was seated between registers and seemed annoyed that I approached her. When I inquired about self-checkout, she responded rudely. Even when I had an issue with my card, the situation was handled poorly with no manager intervention. Other customers have also noted the lack of helpfulness and rudeness displayed by the staff. This pattern of poor service is unacceptable, especially considering my significant purchase at the store. I feel extremely dissatisfied and do not plan on returning to this location. It's clear that better training for employees and increased managerial oversight are necessary to improve customer satisfaction. The overall experience has left me feeling frustrated and upset.

I recently had an outstanding experience with one of your associates at the Onalaska, WI store. I felt compelled to share this feedback with management. Although we don't usually shop at this location, we had to visit as the La Crosse store was out of stock on the patio items we were looking for. While browsing the patio section, a gentleman named Will kindly offered his assistance - which was quite unexpected on a busy Saturday. Menards associates are typically well-trained and helpful, but Will truly stood out. We interacted with him a few times, and he went above and beyond to help us locate the items we needed, despite facing interruptions from other customers. His composure and professionalism were admirable. I am unsure of how long Will has been with Menards, but he is a valuable asset to your team. I wish he could work at the La Crosse store we frequent. Retail employees face many challenges, and I have never been more impressed by someone in this industry. Please express our gratitude to Will for his exceptional service. Thank you. Sincerely, Ann Linhart, La Crosse, WI