Menard Inc. Customer Service Issues

I have been researching vinyl plank flooring for 2 months. I have visited your store in Dundas, MN more than 10 times looking at samples and asking questions about installation and products. Everyone in the flooring department was exceptional. I would like to give a shout out to Rachael, Jacob, and Brett for their outstanding customer service. On 8/31, I was ready to make my purchase of vinyl plank flooring and carpet. Jacob and Rachael helped me place the order. I applied for a BIG card and charged my order that night. The next morning, I realized I had not accounted for the stairs leading to the basement. I returned less than 24 hours later and encountered difficulties at the Customer Service Desk with Kathy, who directed me back to the flooring department. Upon returning to the flooring department, I met with Rachael again. She explained the situation could have been handled at the Customer Service Desk. After some back and forth with the Front End Manager/Asst. Manager, Amber, and a phone call with the GM, Chad, no satisfactory resolution was reached, and I had to pay $[redacted] out of pocket for the additional carpet. Overall, I left the Dundas store on 9/1 feeling dissatisfied with the level of service and the lack of resolution to my issue. Despite my experience, I may continue shopping at Menards for smaller purchases but will avoid making significant purchases there again.

I prefer to handle my own home and office repairs, which I have been doing for the past 20 years. Typically, I spend $[redacted].00-$1,[redacted].00 annually on materials and equipment, excluding appliance purchases. Following a disappointing visit to the Iowa City Menard's today, I have decided not to return. Instead, I will opt to pay a bit more and visit Lowe's in Coralville. The lack of assistance at Menard's was evident as around 10 employees actively avoided helping me when I sought assistance. Despite making eye contact, only 2 employees interacted with me, both displaying disinterest and unhelpfulness. This experience, occurring at 12:30 PM on September 2, was the final straw for me. The service decline at Menard's over the past 5 years has led me to choose alternative shopping options, like online retailers such as Amazon, to save money and receive better assistance. Customer service is crucial to me, and if employees cannot assist with simple inquiries, I will take my business elsewhere.

I am a regular customer at your Miller Parkway location in West Milwaukee. During today's checkout, I noticed that I was charged twice for an item by the cashier. I asked her to confirm my purchase, and she said only one was charged, but the receipt showed otherwise. During the confusion, I sought assistance from the rebate desk employees, who directed me to the customer service desk at the entrance. I expressed my reluctance, mentioning the cashier's error should not inconveniece me further. Despite the rude encounter, one of the employees issued a credit, but her tone was unpleasant, and she sarcastically said "YOUR WELCOME!" making the situation uncomfortable. This experience was unnecessary and embarrassing. Hiring someone who lacks understanding of customer service is disappointing.

This is the third problem I've had in a month, and I've spent $[redacted] already. I'm frustrated. Today, the fridge was delivered, and if I can't reach someone higher up than the store managers before the end of the day, I will have Menards pick up the fridge and return the old one. I'm upset about the lies from multiple employees and not getting what I paid for. I was misled about the $89 delivery charge and what it included. I need a call from HQ today as this is our only fridge. Thank you.

The fridge was delivered on Tuesday, but we noticed damage. The manager promised to call back but hasn't. We've spent around $4,[redacted] at the store in the last 4 weeks and have had issues with every transaction. I've been working in customer service for over 30 years, and this level of service is unacceptable. If I don't hear back about the problems with the fridge delivery, deposits, lack of concern from the manager and staff, inability to reach higher management, and incorrect information provided, I'll have to take action. The fridge is damaged, not leveled properly, and causing issues with our floors. We need a solution. The significant purchase we made wasn't a donation. Thank you for addressing these issues. - Jill K. & Jerry G.

I received a letter stating that my claim was denied. I visited Menard during a grand opening and was shopping for supplies for my new home build, including shaker style cabinets. I was initially told only one set of white cabinets existed in shaker style. Later, I found out this was not true as my niece had bought white assembled shaker style cabinets. The cabinets I purchased were off-white and required assembly, unlike what I had expected. When I contacted Menard, they stated it was my responsibility to ensure the merchandise was correct. Despite spending over an hour with a store employee designing my kitchen and being guided on cabinet selection, I received cabinets of a different color. Even the countertops I chose based on the store's sample turned out to be mismatched. Furthermore, after multiple visits to the store to fix various issues like wrong items and damages, I also discovered that one of the cabinet doors was incorrectly installed. Menard's response to my complaints was unsatisfactory, and they emphasized their self-service approach, leaving me feeling unheard after spending a significant amount in their store.

Hello, I bought a Delta faucet from Menards and it turned out to be a special order. During an 11% rebate promotion, I never received notice other than that it was shipped to the store. The store never informed me of its arrival. When I inquired about the rebate, they mentioned a special form from a letter I never received. I'd appreciate help in acquiring the rebate form. This is the first time I've encountered issues with Menards. The rebate process has been unexpectedly challenging. Despite explaining my situation to the manager, they advised me to print the form from the letter, which I did not have. Any assistance on this would be greatly appreciated. The order number is s c h e r [redacted]9, placed on 8 25 19 and paid for with a Visa card.

I went to your east store in Springfield, Missouri last night. When I tried to pay for my $[redacted].63 order, my debit card only approved $[redacted].00. I asked if I could pay by check, ran to my car to get my checkbook, and returned to find the security taking my items, even though I had already paid for some of them. I was accused of stealing and asked for my money back if the items weren't mine. This treatment was unacceptable, especially considering I am a Disabled American. This was my first and last visit to Menards. The way I was treated was the worst in my life. Thank you for allowing this to happen.

Hello, I recently shopped at the Kenosha, WI store during the 11% rebate promotion and was disappointed to learn that Menards rebates can only be obtained in the form of store credit. In the past, I have received rebate checks that I could cash and use wherever I wanted. This experience feels more like receiving an 11% store credit rather than a traditional rebate. I believe rebates should offer cash back for customers to spend as they wish, not just back at the original store. Moving forward, I will be mindful of this policy when making purchasing decisions and may explore other options to maximize my savings. Unfortunately, this has left me feeling dissatisfied as a former Menards customer. Thank you.

I was recently accused of stealing at the North Terre Haute Menards, which was distressing as I did not do so. Despite having the receipt from my purchase made four days ago on my Menards charge, it took 15 minutes for me to attempt a return. The Associate who helped me took an additional 30 minutes to assist me properly. Unfortunately, the manager and staff failed to review the security footage to confirm that I had brought the item in question back in. After enduring half an hour of suspicion, I received an apology. I found the manager's attitude disrespectful and was dismayed when he initially refused to provide a $25 gift card until I requested one. I am sitting in my car in the parking lot feeling frustrated and upset by the way I was treated, given that I am 65 years old and have never stolen anything in my life.

Upon arriving home from work on 09-12-[redacted] around 11 pm, I was shocked to learn that my girlfriend, who is employed at your Sidney, Ohio location, was physically harmed by a customer who intentionally pushed a cart into her stomach. Given that my girlfriend is pregnant with our child, this situation is incredibly concerning. I am deeply disappointed by the lack of action taken by the company, especially considering that the customer reportedly wished harm upon the baby. It is unacceptable that no repercussions were imposed on the customer for their actions. I strongly urge you to address this matter promptly. Customer mistreatment towards your employees cannot be tolerated, regardless of the circumstances. I recommend that in such cases, customers are reprimanded, forced to apologize, and the pregnant employee is provided with immediate medical attention. Additionally, the comment from the manager on duty claiming that my girlfriend did not appear pregnant is unacceptable. Please rectify this issue promptly to prevent further escalation, as I will have no choice but to pursue legal action if any harm comes to my child due to this incident. I am deeply upset by this entire ordeal.

I recently purchased an edger from the Lima Menard's store located approximately 50 miles away from our Coldwater residence. Despite the product being the only one in stock, the experience was disappointing. Two employees were chatting while my husband and I struggled to load the heavy box into our cart. Fortunately, a helpful employee came to our aid. Once we assembled the edger at home, following the unclear instructions took 3 1/2 hours. Upon attempting to operate it, an issue arose. After contacting various individuals, I located an authorized dealer for repairs due to a locking assembly problem which was our mistake. However, the Menards return policy and the unhelpful response from Chase, the Celina Menards store manager, after expressing my dissatisfaction with the product was frustrating. I expect an apology from Chase and the opportunity to return the edger.

Soderbeck Design & Construction Inc. Shoreview, Minnesota 9-14-[redacted] I am extremely disappointed with the treatment I received from one of your managers at the Oakdale Menards store. I recently purchased deck material for an elderly couple at the Maplewood store, paying for most of it except for longer lengths not in stock, which I later purchased from Oakdale. When I tried to have the receipts adjusted to reflect the store change, the manager was unhelpful and even called me a liar. This situation has cost me valuable time and money, impacting my reputation and business integrity. I had to pay for the same materials twice, causing significant inconvenience. Dealing with the confusion and inconvenience has made me reconsider doing business with Menards. I will now have to accompany the elderly couple back to Maplewood to get the credit they are due. This ordeal has been frustrating, and I expected better service, especially after being a loyal Menards customer for so long. The lack of assistance and understanding from your manager has left me feeling unsupported and undervalued. I hope this issue can be resolved promptly and efficiently without further complications. Soderbeck Design & Construction Inc. Dean S. President

As a long-term Menards customer, I have bought numerous Masterforce brand products based on the staff's recommendation of the excellent return policy and quality. Today, I encountered an issue with a pair of tree loppers that broke during use. Despite the initial offer to exchange it, I discovered the store no longer carries the item. The manager suggested I check another store over 30 minutes away, which was inconvenient. When I mentioned the seeming lack of a guarantee, I was told tools don't last forever. Despite buying the loppers just over a year ago and using them minimally, I faced this situation. It appears the product's faulty workmanship may be why it's no longer stocked. Replacing it with a similar quality item should be straightforward. I prefer phone communication over email, and as I couldn't reach customer service, I'd appreciate a call at [redacted]. Thank you, Jeff B.

While shopping at the Camby store, I fell ill and received help from an employee I knew. Unfortunately, the General Manager, Kevin, yelled at the employee, insisting she clock out to assist me. I was taken aback by this behavior. It was embarrassing for both the employee and me, as she seemed on the verge of tears. Even after another employee checked on me, Kevin followed me around. Feeling harassed, I tried to check out, but Kevin kept pacing with a tool in hand, making me uncomfortable until I left. I am unsure about Kevin's motives or if he struggles with anger management, but his unprofessional and hostile conduct was truly unpleasant.

Last year, I bought an A/C Delco battery from Menard's that lasted just 8 months. In March [redacted], my family got stuck in the cold when the battery failed to start the vehicle. After getting it diagnosed at the repair shop, they confirmed it was defective. I reached out to Menard's claim department and spoke with Bruce Doeden at [redacted]. Since April [redacted], he has been delaying the resolution by requesting an outdated test strip for the battery, even after I provided all the necessary documents. I purchased a maintenance free battery and have been patiently dealing with this issue for over a year.

On June 22, [redacted], we purchased a dehumidifier expecting to receive a $50 rebate as advertised by the store. However, upon checking the receipt, we discovered that the rebate process was not as straightforward as initially indicated. The rebate was not listed on the receipt or handled by Menards but required us to go through ComEd. After several attempts and communication with the store and ComEd, we were eventually able to submit the rebate, only to have it rejected due to the dehumidifier not being listed on Menards' website. Despite having proof of purchase and the Energy Star label on the product, Menards refused to assist us further, leaving us to resolve the issue with ComEd. After a lengthy process, we eventually received the rebate, but by then, we no longer needed the dehumidifier. Trying to return it one day past the receipt date, Menards only offered an in-store credit due to their policy, which was frustrating considering the circumstances. We are disappointed as we do not typically shop at Menards and were reassured of a rebate, which led us to make the purchase. We simply seek a refund for the unused item and have no interest in an in-store credit.

To Whom It May Concern, On Sunday, September 22nd, I visited Menards in Cambridge, MN to buy a shed for my mother, who lives an hour away and needed storage due to a water leak. Despite our detailed paperwork, we were given a 4X8 shed instead of the 4X10 shed we paid for. After hours of assembly, we realized the mistake but were met with unprofessionalism from General Manager Tom. We had to return the incorrect shed and get the right one, resulting in wasted time and money due to various errors by Menards employees. This experience has been disappointing and may lead us to shop elsewhere for future projects. Sincerely, Alecia Cox

I placed an order for a new water heater online with order number #RFLD[redacted]6. After placing the order, I was notified that it would take a week to receive it. I promptly canceled the order with Robert O'Callaghan from the Richfield store and placed a new order for a different water heater for pickup. Robert sent me an email confirming the cancellation. Despite this, I have been billed $[redacted].49 on my VISA statement for the original water heater. Kindly refund this amount to my account. I can provide the email from Robert as proof of the cancellation if needed.

I have been a loyal customer at the Menards store in Findlay, Ohio, since it opened, but I had a recent issue with a purchase. A few months ago, I bought 4 bedroom windows from Menards but did not receive the email notification that they were ready for pickup. When my worker collected the windows, we discovered that none of them had screens. After speaking with Tyler at the window department on September 23rd, I was informed that I had mistakenly purchased picture windows without screens. As a senior on a fixed income, I could not afford this mistake and had to buy new windows with screens. Unfortunately, because we had already installed three of the windows, Menards would not accept a return. This was a costly error that I cannot afford. I need assistance with this situation as I cannot keep windows without screens due to insurance requirements for my bedrooms. Any help would be greatly appreciated. Sincerely, Kathleen K.