Menard Inc. Customer Service Issues

My name is Chance Phillips, and my wife, Trinity P, works as a manager at the Casper store. On the 9th of June, I went fishing at Lake Red Rocks in Iowa with two of my coworkers from the Wyoming Department of Transportation, where we work. This was our vacation, and we were away for 11 days. When I returned to work, another coworker informed me that Linda Butler, a cashier at Menards, spread rumors about my wife having an affair with another manager. I have addressed this accusation with my wife, and I trust her loyalty. However, I am upset by Linda's actions as it is unjust to spread false rumors that could harm someone's marriage. I urge Menards to take appropriate action regarding this matter. If these rumors continue to distress my wife, I will not hesitate to speak directly to the store's management. I seek resolution and respect for my wife's reputation. Sincerely, Chance D Phillips

I recently visited your Melrose Park location in search of a patio set. I found one I liked, but unfortunately, there were no units in stock except for the floor model. I inquired about the possibility of a discount, but the employee informed me they could not provide one. After requesting to speak with a manager, I was met with resistance as they also declined to offer a discount and confirmed stock availability. Despite persisting and asking to speak with the manager, the interaction left much to be desired. The manager's response over the phone was dismissive, failing to address my concerns adequately. As a manager myself, I find this level of customer service unacceptable and disappointing. Regrettably, I will be taking my future business elsewhere. Thank you. Suzie B.

A man accused me of theft unjustly. Leaving the store, they demanded to search my bag without evidence. Despite purchasing items, I refused. Exiting, the man followed me to my car. I, being disabled, argued until reluctantly revealing my bag. I was forcibly pushed against my car by the man. Recovering from an accident, I was left shaken. Authorities deemed this incident non-criminal, leaving me puzzled how an employee can behave violently toward a customer and face no consequences. I seek understanding in this matter. Thank you.

I bought 5 gallons of Pittsburgh Ultra Advanced Semi-Transparent Stain on 7/31/[redacted] for its lifetime warranty. After it failed in 3 years, I tried to replace it at the Forest Lake, MN store. The manager, Brandon Hoschstatter, refused without an "install complaint form". The warranty states I can get a replacement or refund without this. I'm frustrated because I prepared my deck for staining, but couldn't do it due to this issue. This is not the level of service I expect from Menards after being a loyal customer. I'm unsure if I should still shop here or move to Home Depot. The paint department manager even suggested the warranty meant 3-5 years, not a lifetime. This whole situation is disappointing. - D.D.

I recently bought a transit laser level from Menards in Chesterfield Township, Michigan. I used it once and then attempted to return it at Menards in Warren, Michigan. Since I didn't have the receipt, I provided my ID. I paid $[redacted] in cash for this item, intending to use it for my landscaping business. After waiting for the manager to process the return without a receipt, I was given a receipt with instructions to email receipt inquiry at Menards.com and was told about necessary steps I had to take. Feeling uncertain, I decided to keep the equipment, thinking it could be useful in the future. However, when I requested the item back, the manager and two other employees refused, essentially holding onto my purchased item and my cash. This situation has left me feeling frustrated and baffled as I only intended to either get a refund or store credit, not lose both the merchandise and the money.

I visited Menards this morning in Hutchinson, MN to check shelving prices for a garage project. Unfortunately, my experience was unpleasant. A store associate asked me to empty my pockets as I was leaving, which was shocking. When I asked to speak to the manager, the associate claimed the manager was right behind me. Despite expressing my discomfort, the manager seemed indifferent. As a customer since [redacted], I find this treatment unacceptable. I will no longer shop at Menards and will share my experience with others. It's disappointing that one or five lost customers may not impact your business significantly, but such disrespectful behavior towards customers should not be tolerated. I will purchase shelving from Lowes or Home Depot for now.

I recently received my order quickly, but unfortunately, I realized I ordered the wrong size. As there are no Menard stores on the west coast where I reside, I decided to return the item and order the correct size online. However, I am unsure where to send the merchandise for the refund process. The shipping label indicates NATURAL LIGHT ENERGY SYSTEMS in Phoenix, AZ, but I am unsure if that is the correct return address. Additionally, I believe there should be accompanying paperwork with the return, possibly including a copy of the original Menards order. I am looking for guidance on the safest and most efficient way to ensure my return is processed correctly.

I experienced multiple issues with my carpet order across two of your stores. The special order process was time-consuming, requiring a trip to another store for fulfillment. At the Valpo location, after encountering difficulties and feeling frustrated, Mr. Ron stepped in to assist. He identified a store that stocked all the items I needed, placed the order swiftly, and adjusted the installation schedule to ensure timely service. The carpet was installed promptly within two days of its arrival, alleviating my stress. Ron's expertise, professionalism, and exceptional customer care were remarkable and surpassed current standards. His guidance to a newer team member showcased his dedication. Ron's exceptional service completely turned my challenging day around, leaving me reassured and satisfied with the outcome. Many thanks to Ron and the flooring department staff for their outstanding support.

I recently bought a fountain from this store that turned out to be defective. After discussing the issue with a representative/manager via email, I returned to the store for a refund. A manager named Robert suggested I could exchange it with the display model. However, during the swap, a discrepancy in price arose, and despite Robert's assurance of an even exchange, another manager, Lisa, insisted on paying the difference to take the fountain. She was very rude and unprofessional in handling the situation, leaving me embarrassed and frustrated. I simply wanted the same fountain, not an upgrade, as our landscape design was centered around it. I had to leave the fountain behind due to her refusal to cooperate. I would like this matter escalated to ensure a fair resolution.

During my recent visit to the store, I hand-selected cedar and select pine boards for a project. Despite some initial assistance with a forklift, I had to manage most of the heavy lifting on my own. After arranging for pick up and receiving confirmation from store employees, I returned to find all my materials missing. The individuals involved did not offer a satisfactory explanation for what happened. Frustrated with the lack of accountability and customer service, I canceled my order and spoke with a store manager. The incident wasted hours of my time, and I felt the behavior of the employees was intentional and disrespectful. Despite attempts to address the situation, I left feeling undervalued as a customer. Moving forward, I will avoid patronizing this store due to the recurring issues with employee attitude and work ethic.

I ordered 80 pieces of 12ft wood siding from Menards' website with a $[redacted].50 freight fee for delivery. The freight company, ABF Freight, could not unload the product on site due to having lift gate trucks. Despite arranging to meet them in advance, I received short notice of the delivery within an hour, which was inconvenient. When trying to reschedule, I encountered difficulties and lack of flexibility in the customer service process. I ended up canceling the delivery and opted to pick up the material myself at Menards. Despite their advertised seven-day delivery service for items like mine, I had to handle the delivery differently. I am requesting a full refund of the freight charges considering the inconvenience I faced in having to pick up and potentially assist in unloading the siding.

I visited Rhinelander Store [redacted] on July 12th to place an order that was out of stock. I showed them the item I wanted, and a week later when I went to pick up the order, it was incorrect. The employee admitted he had made a mistake with one digit in the order because he wasn't wearing his glasses. We reordered the items we had already paid for but have been waiting since July 14th for updates. After not receiving any information, we called on Thursday and were promised an email update within a few days, which never came. Today, we called again and were informed the order was in but not set aside for us. Despite paying for the items and the previous mix-up, the staff refused to reserve them for us. The employee in the building materials department was unhelpful and impolite. I regret not having his name. You can reach the store at 1-[redacted], ext 11.

I drove to Melrose Park for siding as my local Menards was out of stock. After being told over the phone that the siding I needed was in stock, I purchased two boards (SKU [redacted]) at the store and was directed to the yard to load them. However, we couldn't find the boards despite seeking help. Following a long wait and a call for assistance, a staff member informed us the boards were actually sold out after a futile search. Disappointed by the lack of communication and service, I returned to the store for a refund. The service counter attendant's indifferent attitude left me dissatisfied. It's evident that Menard's staff lack training and empowerment to handle such situations. I believe a $20 gift card would be a fair compensation for the inconvenience of our wasted trip.

Subject: Regarding Recent Unsolicited Order - Purchase Order #MCOM[redacted]9 Hello, I am reaching out in regards to an unexpected delivery of a mini-brake I received on 08/07/21, sent by UPS, under Purchase Order #MCOM[redacted]9. Malco Products informed me that the order was placed through your company, using my name, address, and phone number without my consent. I do not have an account with Menards and am concerned about this fraudulent activity. Due to the weight of the package being around seventy pounds and my physical limitations as a senior citizen, I am unable to return the item to UPS personally. I kindly request assistance in arranging the return of the product to your company. Please, contact me at your earliest convenience to rectify this situation. You can reach me at [redacted] or through email. Thank you for your prompt attention to this matter. Sincerely, D.O.

I ordered a fence and on the day of delivery, I called to inquire about the delivery time. Unfortunately, they didn't have the fence I ordered in stock and after some back and forth, they offered me a slightly narrower alternative. This caused delays and adjustments during my vacation. The same issue happened with the fridge order; they didn't have it in stock and only offered me the floor model as a substitute. I waited an additional 11 days for the fridge to arrive. Despite reaching out to customer support and requesting compensation, I haven't received a response from Leah. It has been quite a frustrating experience dealing with these issues. I will email once more but would prefer to speak with a representative directly. - Melissa Bigelow, Order #WMIL81117, Order #[redacted]

I visited your Goshen, Indiana location last Wednesday and made two separate purchases. One of the items was an igloo cooler marked at $17.98, but it rang up at $29.99. Despite showing the manager the clearance tag, they refused to adjust the price. This has happened to me multiple times at your store. Another item also rang up incorrectly. I feel that if an item is marked at a certain price, that price should be honored. I would like this issue to be resolved with a gift card, refund, or discount. Goshen needs to improve their pricing practices to avoid customer frustration. I look forward to hearing back from you.

I have frequented the Menards store in Baraboo, WI over the years and hold a Menards credit card. I am disappointed with the consistently subpar quality of the wood they offer. Today, I made a 45-minute trip to the store in search of four 2 x 6 x 6 pieces of wood to craft a table. Out of approximately 30 pieces examined, I could only salvage 3 that were passable. The wood exhibited rough edges, uneven cuts, cracks, and an overall unsatisfactory appearance. This recurring issue isn't limited to this specific type of wood, as I've faced similar problems before. Despite voicing my concerns to management, submitting a complaint form, and alerting store staff, there has been no improvement in the quality of their wood products. It is fundamental to expect the wood we purchase to be straight, crack-free, and feature smooth, undamaged edges, especially since my husband utilizes it for furniture-making purposes. Even wood labeled as "quality" frequently disappoints, being warped, cracked, or unevenly cut, often necessitating sifting through numerous pieces to find a single satisfactory one. This situation reflects poorly on customer service and the products offered.

Hello. My name is Trudy R. I previously worked at Menards East in Sioux Falls, South Dakota. I had to resign in July [redacted] due to severe depression. After a month on new medication, I am eager to return to work. Despite receiving 2 pens for customer service, Menards is not open to rehiring me. I spoke with Tanner at the west side store but to no avail. I worked diligently as a cashier and cherished assisting customers. It saddens me that my efforts seem unappreciated. I hope for the opportunity to work at Menards again. Thank you for considering my situation.

I am trying to return an item to the store with a receipt. I paid for it using a Truestone Visa card, which I later found out was closed due to fraud. When I attempted to process the refund, their system would not accept the card. Even after trying the new card associated with the closed account, the refund could not go through. Truestone Financial, my bank, advised that returns could be processed on the new card linked to the account. The store offered me store credit, but I prefer to have the refund back to my original card which I used to buy an air conditioner. My bank suggests doing a chargeback, but they require a statement of return from the store. Despite speaking to several store managers regarding this issue, the General office confirmed that they cannot provide such a statement. I urgently need to return the item and obtain a statement of return to proceed with the chargeback. The item's value is $[redacted], and I wish to have it refunded to my initial payment method. Sincerely, D. C. Purchase at Menard’s, St. Paul, MN

On August 23, [redacted], I slipped on water at Menards in Crystal Lake, IL. My claim number is 00[redacted]50-GB-01. I have been in contact with Chelsea Cousins at Gallagher and Bassett, who has informed me that the claim is denied. I then spoke with the store manager, Payton, but have not received any updates. There is a video of my fall and a witness present. Although I did not suffer any broken bones, I had major back surgery a decade ago and am concerned about potential repercussions from this incident. I am experiencing lingering neck pain. I am unhappy with how Menards is handling this situation and plan to voice my concerns on social media. My husband, a loyal Menards shopper, will reconsider his patronage if this matter is not resolved satisfactorily. I am hopeful for a resolution soon, but will escalate this matter further within the company if needed. Patty Kelly 19 Thornhill Ct Cary, IL [redacted] [redacted]