Menards, Inc. Complaint - Unqualified Design Personnel
EAU CLAIRE, WISCONSIN -- In August of 2009, I began a remodel of my home which included removal and rebuilding of a family room and a complete gut and remodel of the kitchen area. My contractor purchased much of his building materials from Menard, Inc. and I also purchased the items I needed to obtain separately (sinks, vanities, hardware, lighting, etc) including all the cabinetry for my new kitchen. The total for the cabinets was $5,383.00. There are always problems with large jobs like this, but the problem that Menard's is responsible for remains unsettled.
I went to the Evansville, Indiana store to have a kitchen design completed. I informed the "Designer" at that time that I had never purchased cabinets before and was uncertain of what types of information I would need to give, thereby needing guidance through the process. I had brought with me the dimensions of my kitchen space given to me by my contractor. This "designer" created a CAD image using these dimensions and the cabinet types I chose. I was given a schematic of this design. On this image, the cabinets are shown mounted 12 inches below the ceiling. There are no dimensions listed on this page, only on the schematic, and then the dimensions shows are strictly horizontal measurements.
When the cabinets arrived, the construction crew removed them from the boxes to install them, but work had to stop when we found that cabinets were 39-inch cabinets, as ordered, but 39" cabinets cannot be mounted 12 inches below the ceiling without partially occluding all the countertop outlets installed, the wiring for the below-cabinet lighting, as well leaving no room for any appliance on the counter other than possibly a small toaster. Had they mounted them as shown in the design, less than 12" would have been available on the countertop. This was never pointed out to me, indicated on the drawing, or in any way whatsoever referred to by the "designer."
I had no problem with mounting the cabinets at ceiling level, which I thought would look very nice with the crown molding and work again started. Again, progress stopped when we realized that because of this, the 15-inch cabinets purchased for over the stove and over the sink areas, as suggested by the "designer," would look completely ridiculous as well as be unreachable without a chair. The cabinets designated to be mounted on either side of these cabinets also still could not be installed.
This necessitated my returning to Menards on November 13. I was again waited on by the same employee. I explained the problem and got absolutely no response. Nothing. He just shifted papers around and said nothing other than the two 15" cabinets could not be returned. Period.
I elaborated that I was upset that I was having to absorb the cost of two 15-inch cabinets and expend even more money on two additional cabinets as a result of the drawing depicting a mounting for 30-inch cabinets and not 39-inch. I received no response whatsoever to this.
This employee proceeded to place an additional order for the 24" cabinets, which he said could be appended to the original order. However, after more than five minutes, he told me he was having trouble finding my original order against which to reference the new order and to excuse him. He left the area for several minutes and came back and resumed looking. My original order was gone so he said he had to start all over. He did put in the new order and place it. I then paid an additional $531.34 for replacement cabinets.
I have since communicated by mail with Menard, Inc. Guest Services, located in Eau Claire, Wisconsin. However, all replies are generic and offer no solution. I tried to call and speak to the store manager today and was told he was at a seminar. The store declined to give the Home Office phone number, "We don't give that out." I found the number online and called Guest Services asking to speak to the woman I had been corresponding with and was refused. "She only does business in writing." So I will adhere to this rule; she should receive a written copy of the complaints filed both with the BBB and the State Attorney General's office. Hopefully that will meet her criteria.
Never have Menard, Inc. design anything for you. All my future purchases for the remodel were made elsewhere, but only after I spent around $13,000.00 in this store. After that much money, they refuse to even speak to me about $500 I had to spend because of their own incompetence.