My husband placed an order online. It was fairly big. We did not realize that, even tho...

GetHuman-devdunc's Store Feedback issue with Menard Inc. from March 2021

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My husband placed an order online. It was fairly big. We did not realize that, even though it was one order placed all at once, it had been broken into multiple order numbers. We received an email that stated his order was ready to pick up. It was, however, only part of the order. We assumed it was all ready and he made the **-minute drive, with a trailer, to go and pick it up. When he arrived he was told that part of his order was not there. He asked if he could have the rest shipped. They said " It's not our fault. We don't have to do anything for you." I understand, after looking at the original email that his order had been broken up into multiple orders, however, in the email that we received stating the order was ready to pick up, it should have made it clear that this was only a part of the original order. I am disappointed that It was not specified that the whole order was not complete. It should have been indicated that we would be notified when the rest of the order was complete. In the future, a master order number might be helpful and a note saying you have the option to wait for the rest of the order or to pick up the part that is in stock. Having worked in a retail setting, I understand that my customers' time is valuable, and need to respect their ability to make time to spend their money at my store. It is a privilege to get their patronage and they need to be treated with respect. I would never be rude to a customer because they didn't understand a confusing email. If We get a message saying that an order is ready to pick up, we don't necessarily think it will be only part of an order. We have spent thousands of dollars over the years and if my customers misunderstood a communication because it was poorly communicated, I would not say "well we don't have to do anything because it's not our fault." I would do everything in my power to make my customer happy again and even if they misunderstood the email, I would do my best to make them happy. I would also do my best to make future communications more clear. If this is not possible for you, we can take our business elsewhere.

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Menard Inc.

Store Feedback issue
Reported by GetHuman-devdunc
Mar 24th, 2021 - 2 years ago
Not resolved
Seen by 15 customers so far
Similar issue to 753 others
0 customers following this


GetHuman-devdunc started working on this issue
Mar 24th, 2021 5:33pm