Menard Inc. Customer Service Issues

I've been trying to get in touch with customer service all day today. I've sent emails and voicemails regarding order # ANTG75972 to correct the shipping address, but haven't received any responses. When I called the corporate office at [redacted], the person who answered said they couldn't help and hung up on me.

I visited the store in Mt. Vernon, Illinois intending to purchase the screen away door advertised for $[redacted].99 in your flyer. Disappointingly, the door I wanted does not come in a screen away option, despite the advertisement. The manager suggested a different door with a 10% discount, but it was $85 more than what I intended to spend. I felt he was disrespectful and condescending towards me. I wasn't at fault for the incorrect advertisement. I believe they should have offered a substitution at the advertised price, as stated in the ad. Additionally, I found it unprofessional that I couldn't speak to a human in your guest services department.

We purchased a dehumidifier online for my mother's house, but unfortunately, it was not functioning upon installation. Despite numerous attempts to reach Menards' customer service, we were unable to speak to a representative. After reaching out to guest services twice without any response, we decided to contact the local store. Eventually, they allowed us to exchange the unit, though we had to settle for a different model. The new dehumidifier is working fine, but we were not refunded the $10 shipping fee, which is frustrating. This experience has left me incredibly disappointed with Menards' customer service and I doubt I will order from their website again. Their automated customer service system was also unhelpful and frustrating to navigate.

I encountered an issue with my card at The Columbus IN. store where it was declined, despite having a credit of approximately $60. The manager was unable to provide a reason. After reaching out to Capital One, various explanations were given, including a security cancellation due to a transaction on Oct. 7 at an unfamiliar store. Subsequent conversations with Capital One mentioned Menards' decision to cancel numerous cards on Oct. 14, with a promised explanation letter to follow. A new card is on its way, but I resorted to a different payment method for yesterday's purchase. Capital One mentioned their authority to cancel cards at any time. I'm concerned about the repeated issues and want clarity on whether this is a Menards or Capital One matter, especially in light of potential data breach concerns.

My experience at the 23 mile Shelby Township Menards was disappointing. I encountered several issues: 1. I made an online order but did not receive any confirmation of its processing. 2. When I visited the store after a week of no communication, none of the 3 amigos were charged or plugged in for use. 3. The customer service at the front desk was poor. The employee on October 17, [redacted], at 5:40 p.m. was unhelpful and did not offer any alternative solutions for my online pickup order or the amigo situation. Overall, I believe Menards requires staff training to improve customer service.

I have been trying to get a second stair rail that was missing from my original order # SAND[redacted]5, which was for 2 of [redacted] CLNL STAIR WHITE. Despite the stores stocking 10 in BRONZE and none in white or black, the common colors require a special order taking over 4 weeks. I paid $[redacted].96 for 2 rail kits and 2 post kits, receiving the wrong-sized post and only one rail so far. After re-ordering on 10-11-19, I was promised an expedited delivery due to the inconvenience, but it seems no one cares now. The manufacturer is in Illinois, not China, so I'm baffled why it's taking this long. Thank you, Tim B.

I waited for over a month and a half for my order. I received an email on 10/10/[redacted] indicating that my order was ready for pick up. On my day off, 10/18/[redacted], I went to the store in Morton Grove, IL, and searched for my order for over 37 minutes with no success. The manager, Josh, informed me that my order was never located. No apology or accommodation was offered, only the option to cancel the order for a refund. My summer project was a disappointment. I should have learned not to rely on Menards. I placed a $[redacted] order to replace the cheap materials my contractor got from Menards last year, even though he assured me they had a 10-year warranty. Summer has ended, my order from 8/25/[redacted] is missing, and no apology was given. - Dr. A.

My card was unexpectedly deactivated, causing a major inconvenience. While trying to purchase supplies for a time-sensitive project, my card declined without warning. This led to losing a job as the customer canceled due to the delay. As I usually pay off expenses after completing a project, not being able to buy materials caused a $[redacted] loss in income. The lack of communication from Menards left me frustrated and disappointed. Considering my loyalty as a long-time customer, I feel some form of compensation is necessary. I have always relied on Menards for my hardware needs, but this incident has made me reconsider my options, as there are other stores in my area.

On 10/21/19 at 10:50 a.m., I reached the location at [redacted] Brown Rd. in Oregon, OH, for a return and to order and collect 96 rolls of insulation urgently. As time was of the essence, I opted to have the order processed immediately while a crew was en route for pick-up. When I entered the store and headed to building materials to place my order, I received a call about a mistake and two crews being dispatched to the job site, further intensifying the time crunch. Despite all reps being busy, I patiently waited for assistance. When they finally became available, their attention was diverted to other matters. To my dismay, even after waiting, a newcomer was promptly served ahead of me without acknowledging my presence. It was unsettling that even my son, who was by my side, was also overlooked since they were unaware we were together. The lack of priority and service sparked my frustration. Heading to the store's front, I requested to speak with a manager to address these concerns and clarify the order process.

My husband and I purchased merchandise totaling $[redacted].00 on September 27th with an expected delivery within 10 days. Despite multiple attempts to update our contact number with Menards and requests for advance notification of delivery, we have not received any communication almost a month later. Given my husband's dialysis needs, we specifically ordered two Serta beds and frames for our new home construction. It is disappointing that the promised service has not been provided, especially since we have been loyal customers at the Marion store. The $[redacted].00 delivery charge for two identical items going to the same address seems excessive. I am considering canceling the order soon unless there is a prompt resolution, such as a credit for the delivery fee or the potential restocking fee. Your immediate attention to this matter would be greatly appreciated. Thank you.

I visited the newly opened Menards in Florence, Kentucky to buy porch columns and selected the Turned Porch Post Above Ground on 10/13/19. The staff was helpful in locating the items but unfortunately, all 6 had cracks, so we declined the purchase. They promised a new delivery that week. Upon returning on 10/21/19, only 4 were available. Manager Phil was unhelpful and somewhat rude. When requesting to see the store manager, we were informed they were unavailable. Due to poor merchandise quality, we decided to return the order. We will not buy from Menards without immediate availability of products and have opted to purchase from Lowes for our staircase remodeling project. We value good quality merchandise and customer service.

I purchased a Chipper/Shredder but received a Tiller instead. After some confusion when trying to exchange it, and enduring two failed attempts by the store to provide the correct item, I opted for a refund. I appreciate good customer service, and in comparison, I've had great experiences with Amazon. Menards may need to improve their picking and shipping processes to avoid such errors in the future. I will likely shop at Lowes in the future due to their proximity and reportedly better customer service.

I have a long-standing positive relationship with Menards, but recently encountered a disappointing experience at store #[redacted] in Duluth. After purchasing several items, including an electric dog collar I later realized I no longer needed, my wife tried to return it. However, the cashier, Sue, only gave her a receipt with instructions to email for assistance finding the original receipt, resulting in the collar being left at the store. The store manager, James, was unhelpful and rude in resolving the issue, which left me feeling disheartened and disrespected after years of loyal patronage. I’m requesting a written apology from James for his poor customer service, additional training for staff on handling upset customers, and the immediate return of my collar. Menards needs to remember that customers are people, not just transactions. I’m determined to address this matter promptly and expect a response soon.

I placed an online order for Purina One Puppy dog food to save time due to a time constraint. However, I was charged a fee for ordering online and when I went to the store, there was no specific area for online pickup. I had to show my ID to pick up the order, and there were four customers ahead of me, which caused a delay. It took me 10 minutes to be served and another 10 minutes for an employee to bring the item to the front of the store, even though it could have been retrieved much faster. In contrast, when I ordered Behr stain from Home Depot, I received a discount for ordering online. At Home Depot, I simply provided my order number from the email receipt to a clerk, collected my purchase from a locker, and received a thank you note with candy attached from the store manager. No ID was needed, and the process took at most 5 minutes. I would rate Menards a minus 10 and Home Depot a plus 10 for their service. Menards should improve their service to match competitors like Home Depot, otherwise it doesn't make sense to order from them. I was very dissatisfied with the experience.

During my recent visit to Menards in Springfield, Illinois, I spent nearly two hours in the store with my two toddlers selecting trim for my house along with other items. Unfortunately, upon reaching the checkout, I discovered they were not accepting Menards cards at that time. This was frustrating as I had planned to purchase a significant amount and had left my debit card at home. The customer service representative I spoke to was unhelpful, making a snide remark about a previous hacking incident with Capital One. The cashier seemed indifferent to my situation. It was disappointing to have this experience after investing time and energy in selecting items. I believe there should have been better communication about the payment issue at the entrance to save customers the inconvenience I faced. Overall, the lack of assistance and professionalism has made me reconsider shopping at Menards in the future.

On October 23, [redacted], I purchased an item at store #[redacted] with a shelf price of $7.49, but it scanned at $10.49. The following day, I visited the store's customer service, where the staff member was impolite and suggested a customer might have misplaced the item. Despite contacting various store employees, including the general manager, Ronald, no one followed up on my complaint. I am disappointed not only by the monetary discrepancy but also by the lack of care from the management regarding my issue. As I departed the store, the customer service representative smirked and insincerely wished me a good day, highlighting a disregard for customer concerns. I am surprised by the inability to reach anyone through the customer service number provided on the website or given to me in-store. Thank you, and may God bless America.

This is my second email to Menards. I purchased an HO beer truck online during a special where if you buy the truck for $19.99, you get the Mikes Gas Auto Supply for free. The special didn't mention adding the Mikes gas to the shopping cart, so I assumed it would come with the truck at the Germantown store. However, that wasn't the case, so I contacted customer service. I received an email back instructing me to create an account, even though I already have one with my Menards Big card used for the purchase. I tried to follow the instructions provided but was unsuccessful. I then wrote a letter and included copies of my online purchase from the day before the special ended. As of now, I have not received any further assistance after picking up the truck at the store.

I made a cash purchase in fall [redacted] for a project but returned some items in May [redacted]. The store refunded me on a gift card, which I used partially for a lumber purchase. Now, when I tried to use the remaining balance for a $[redacted].00 purchase, they claim I need a blue receipt that I never received. The manager stated she couldn't provide me with a copy of the alleged blue receipt and insinuated I was being dishonest. I mentioned the issue of customer service and my background working at Ford Motor Company. I plan to escalate this matter further if not resolved, including contacting corporate, Chase, and the UAW blacklist. I feel entitled to receive the remaining balance in cash. The manager, Jackiece Cotton at the Lima Ohio Menards location, needs to provide proof that I was given the necessary paperwork for my refund. I hope to resolve this issue promptly and regain my satisfaction as a customer. Respectfully, Lonnie Rigsby

I visited Menards to return some items I found at home from summer projects. They asked for receipts but took the products I bought with cash. One item was possibly purchased by my father around May or June. Despite being open to store credit, they made me feel like I was in the wrong. I spend a lot at your store and feel unappreciated. If this isn't resolved, my next step may involve contacting the media. I don't feel I deserve to be treated this way. Sincerely, Amber

I have been a long-time loyal customer of Menards and have never had any issues until now. Last week, I purchased multiple items, including an electric dog collar, but discovered at home that my wife had already bought one, rendering the one I purchased unnecessary. When she tried to return the collar without the receipt, she was told to contact customer service for assistance. The manager, James, was unhelpful, rude, and unapologetic about the situation. I am disappointed with the lack of customer service and empathy demonstrated. I am demanding a written apology from James for his behavior, retraining for staff on handling upset customers, and the immediate return of my collar as a matter of principle and respect for customers.