KALAMAZOO, MICHIGAN -- I went to return a garden hook and purchase a sturdier one at the customer service desk. A young man told me to go get a tag for the one I was returning and the new hook. When I returned he was gone and a young girl was there and wanted to dock money for no receipt. I had a card from the same account that it was purchased on but she wouldn't just let me return it and buy a more expensive one w/o docking me money. So I asked for the manager and she was rude and unhelpful. We shop at Menards all year and several times a week. We will never shop there again. Lowe's is not far from here and will now be our go-to store.
WARREN, OHIO -- I ordered a vanity online from Menards because they had the exact size I wanted. The shipping costs more than the actual vanity but since the vanity was a good price and the right size I dealt with it. The delivery date was for 2 weeks. I did not love to have to wait that long but I did. However, as the 2 weeks was approaching, I could not get the tracking info. I was told that the delivery date was going to be delayed for another couple of days. Then I received an email that the order was back ordered and that it'll be another 3 days. Ugh, so I called and was very upset and told them to cancel my order. With almost $200 in shipping I would have thought that the item should be delivered in time.
NORMAL, ILLINOIS -- I ordered a faucet from Pfister. It was a special order that I had ordered through Menards in Normal, IL. After installation, the faucet dripped. I called Pfister and got a lot of runaround so I called the plumbing department of Menards and Darren answered the phone. I asked him if I could return the faucet since it was a special order. He said yes and asked what was wrong. I told him I really liked the faucet but that it dripped and he said, "Give me the order number and I will call you back."
The next day he called and said Pfister would be sending a new faucet. I picked it up today no charge. Now that is custom service! For Darren to take the time and trouble to make sure the customer gets a quality product that works may be beyond his job description, but I truly appreciate his dedication to making things right for the customer.
DICKINSON, NORTH DAKOTA -- We spent $245.76 there 2 days ago, and used a $5.00 rebate "check". We had to return a $14.99+tax item and was having them refund to our debit card. Menards, then only refunded us $10.96 and gave us BACK the $5.00 rebate "check". (Which I wanted to use so I wouldn't have to keep up with it!!)
So consequently we spend over $200, and DID NOT GET TO USE OUR REBATE CHECK!! So we are FORCED to shop again at Menards!!! BUT we will be finding an item that is ONLY $5.00 and then when we get the next rebate which is $10.00 (yeah part of the $200 spending was another rebate item, stupid us). We again will only spend $10.00 and then not shop at Menards again. (And I really loved that store but I DO NOT LIKE TO BE FORCED TO SHOP THERE)!
I talked to a manager and she wasn't even making sense. The kicker is had we used a credit card (instead of our debit card) we would have gotten all the money back!?? According to the HUGE SIGN stating the order of funds refunding... so stupid. I totally understand if the only item was the $14.99 that we had used the rebate check with but we didn't get the rebate check on ANYTHING and have to purchase AGAIN!!!
HEAD OFFICE, WISCONSIN -- My wife placed an order online. After completing the order, she reviewed it and noticed that the vanity and linen cabinet were not available anywhere. She canceled the whole order immediately because the accessory items to the vanity and cabinet would be useless without those items. Then she submitted a new order with a different wood and style of cabinet.
The only option for cancellation of an online Menards order is sending an email to Menards.com, which was done within 10 minutes of placing the order. The person from the Menards.com did not look at the cancellation order until the next day, and informed us that the medicine cabinet had already been shipped the previous day, a Sunday, July 1, and could not be canceled. It was delivered to our house on Tuesday, July 3.
We then had to travel 126 miles to a Menards store to return item. Once at the store, the Manager reluctantly accepted the item, refunded the cost of the item, but declined to refund the shipping cost. My wife sent a complaint to Natalie, at the cancellation office from online, they have refused to refund the shipping as well, stating they could not refund it since it had been a online order. If they had processed the cancellation in a timely manner, this would not have happened and we would not be out the $25 shipping cost.
FINDLAY, OHIO -- A consumer's guide for shopping at Menards, the BIG CAN'T store. After having three bad incidents ourselves and feeling the frustration of trying to get Menards to do the right thing, we started reading the numerous complaints filed on the internet. We soon found some complaints had been filed over and over again. We decide to start the do's and don'ts list for shopping at the BIG CAN'T store. Note, the views expressed in this article are our own and do not necessarily represent Menards' positions, strategies or opinions.
The do's and don'ts for shopping at the BIG CAN'T store: Do keep shopping at Menards. We know you're frustrated from trying to get the manager and support services to help you. There is a reason they won't help, yep, they CAN'T. So keep shopping at Menards. Now be smart, never buy any high price ticket items, EVER. Only buy low price items that are cheaper than you can find anywhere else. It's to your advantage. Use Menards as a five and dime store.
Do buy any items that are free after rebate. Give the items away if you want, but use the rebates to buy the small ticket items you normally purchase. The only cost to you is the price of a stamp to mail in your rebates. Note you can send in multiple rebates in one envelope.
Don't ever buy any item that requires you to add gasoline. The warranty becomes void it you do. If it breaks down because they sold you a defective one, they won't take it back. Why? Because they CAN'T, you voided the warranty (numerous complaints filed). Don't ever buy custom items. For example, don't buy custom cabinets, there is a 25% return fee. If they make a mistake and send you the wrong style or color, they won't take them back without a 25% charge. Why, they CAN'T (multiple complaints filed).
Don't bother asking for a discount on a display model. You're just wasting your time. They won't give you one. Why, they CAN'T (happened to us). Be careful, they might try to charge you a $10 assembly fee. Don't ever buy an item off their internet site. You might think you're getting a new item, but they freely substitute display models or even a returned and/or damaged one (yea I know, false advertising, happened to us). Don't think because you spend thousand of dollars every year in their store that they will make things right when you have a valid complaint. They will not. Why? Because they CAN'T (happened to us).
Don't bother contacting a manager or Menards support. They will not help out. They are a united front that will give you the run-around until you get tired of complaining. If you are persistent enough to get an actual answer, the answer will be, they CAN'T (happened to us). Don't bother filling complaints with state and federal agencies, it's a waste of your time. The BBB has sent them numerous complaints. They don't respond. They are a company without scruples.
Do take multiple picture of your vehicle if it is damage by Menards in their yard. They will lie about whose fault it was and you will have to take them to small claims court. They will bring in a high price lawyer. If you don't have pictures, there is a good chance you will lose (the person who filed this had pictures - he won). Don't expect Menards to bring in an item from another store. They will not. Why, they CAN'T (I don't know of another store that won't do this - happened to us).
Don't buy any large quantities of building or landscaping materials and have them delivered. They may include damaged and returned items in the lot (on purpose). Do not accept them or return them as soon as possible. Good luck! Don't buy large quantities of an item on sale that are stored off the premises and have them delivered. This is Menards way of reducing their crap inventory of that item and they will dump them on you (happened to us). Don't expect Menards to stand behind the products and services they sell. For most of their higher price items and services, they do not. Why, they CAN'T (they always have an excuse).
Last - Do hate Menards. Your hate has manifested because you were forced to see the truth. Menards is a store without scruples. They do not value their customers, even their best ones. We know most stores would bend over backwards to keep customers like us. Menards is definitely not one of them. Now, do not let your hate consume you, stay focused. The only way to hurt Menards is to reduce their customers base. Feel free to add to the do's and don'ts list. Push this list around on Facebook, Twitter or what ever media you want to use. Bad mouth Menards to who ever will listen. Print the list out and pass it around to Menards customers.
At the very least, it's fun reading. If you are really pissed, take out an add in the local paper. Let's get the truth out about the BIG CAN'T store. Who knows, maybe someday Menards will want us back as customers. Then we can look them straight in the eye and say, "we CAN'T".
Translation, when Menards says they CAN'T, what they truly mean is they WON'T. We know most stores routinely do what Menards says they CAN'T, but those stores want to keep us as customers. If you are a customers that still thinks Menards is a good store, I invite to read the complaints on the multiple sites that have been started just to report them. Reserve lots of time, the list of complaints goes on and on. Remember, most people don't even file complaints. So to have this many complaints filed is testimony to their customer service or lack thereof (there are even complaints file by their own employees).
If you still continued to shop at Menards and buy big ticket items, it's just matter of time until you will see the true side of Menards. Then don't wine and complain, at least you were told a head of time, you just chose to not to believe. We sent a version of this article to Menards to see if they wanted to add to the list. We told them it could save them time if the customers knew a head of time what complaints had no chance of any action being taken by Menards. No response! We imagine if they had responded, they probably would have said "they CAN'T".
Subject - Do you want to add to our list. We wrote this article to help us get over our frustration with Menards. Then we though, this could benefit both of us. We're sure you're tired of getting all those complaints from worthless customer. We're sure you're tired of having to give them the run-around until they quit complaining. Just give us a list of the thing customers complain about the most. We will add them to our list. Hurry, we will be posting this soon. If the customers already knows a head of time about issues you CAN'T do anything about, maybe you will get less complaints. Yeah, I know, it's a win-win for both of us.
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 Menards 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 Menards, 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 Menards, 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.
MANSFIELD, OHIO -- At Menards store in Ontario Ohio I saw a great price on an item that I had been looking to buy (48"x25' reflective bubble insulation). The shelf tag said that this item was on sale for the price of 17.97. At the check out this item rang up at 34.97. I went back to look at the sign on the shelf. I took a picture of this item and its shelf tag. When I got back to the register the front end supervisor was on the phone with the manager. She told the manager that I had a pic of the item at the 17.97 price. The manager said that that was the other item located there... I knew I was right on the advertised price that's why I took a picture to prove it.
I ask to speak to the manager, but I was told he was with another customer, and I could wait. I waited a few minutes. If I didn't have my dog waiting in the car I would of pulled up a chair, but leaving my dog in the car was unacceptable at the moment. So I ask for the phone number to corporate office. Next morning I called the number that was given to me. It was to an automated info line giving me an address to contact in writing... I did. Then I attempted to call the store manager by phone, after asking to speak with the manager, being transferred the phone rang & rang... No one ever answered! What ever happened to customer service???
Why is it I have to resort to this? I am a customer and I have proof that I was right! NOTE... I never saw the size till I uploaded the pic from my phone. I shouldn't need reading glasses to shop! The sale tag was placed on the wrong item clearly! On the left side of the photo is a large black arrow pointing to the 48x25 size.
MAPLEWOOD, MN -- I shop 5 days a week at my local store. On 4/26/2018. A 20 year old accused me of theft. I took him and the store manager into a room, emptied my pockets, offered to be frisked by police. I had no contraband, because I didn't take anything. The pimple faced lied and said he saw me. Manager backed his employee. I wrote to Menards corporate, called the police myself. I was humiliated in a store I shop in daily. Never got an apology. I'm done shopping with that, and all Menards.
IOWA CITY, IOWA -- Jeld-Wen windows were installed and winter is here and they are leaking air at bottom seal. I contacted Jeld-Wen and they sent me some shims to put under the lock, to compress the window down more. Wrong shims but cut them to fit did not work, still leaking cold air in at the bottom seal. Menards won't stand behind them and Jeld-Wen customer service is a joke.