Menard Inc. Customer Service Issues

Today, I visited the store on 120th & Dodge in Omaha, specifically the garden area. I went to the filter aisle and picked up two cases of filters, then I headed back to the garden area to grab a garden tool. To my surprise, an employee approached me and asked why I wasn't wearing a mask. I apologized, explaining I was unaware of the requirement. The employee then asked me to leave immediately. I proceeded to the checkout, where I apologized again for not having a mask. The cashier refused to check me out and told me to leave. Feeling intimidated by the situation and the presence of four other employees, I braved the pouring rain to exit. I only realized masks were mandatory after visiting the website to file a complaint. My concern is not just about the mask issue but the unpleasant and intimidating treatment I received. Despite being easygoing, I left the store shaking and drenched. It's disheartening how civility seems to be diminishing, and I believe an apology from Menards is warranted for the way I was treated.

Back in April, believe it was the 14th, I was at Menards in Mishawaka, Indiana. I have already emailed several different people and got no response. Anyways, a friend of mine was with me, and little did I know she shoplifted something. They pulled her out of line at the checkout, even though I couldn't see what was happening as she was behind me. After I paid for my items, they told me I had to go into the room. I questioned why, and the gentleman - who I detailed in my previous emails - was unprofessional, cursed at me, called me names, threatened to charge me with shoplifting, and physically pushed me. He detained me without a valid reason, took a copy of my ID, and said I was banned from all Menards stores. I am not sure why I was accused of shoplifting. I did not shoplift, and I demand action be taken against this individual. If necessary, I will involve my attorney, but I prefer to resolve this matter through your assistance. I can be reached at [redacted] or [redacted]. My name is Larry G. Hensel Jr. I expect a prompt response and resolution. Thank you.

A technician at the Cabinetry store in west Wichita, KS mistakenly ordered larger cabinets for our kitchen remodel than the space allows. Our contractor made corrections to the design, but we are now facing the inconvenience of having to accept the wrong cabinets at home, return them to the store 60+ miles away, pay a restocking fee, and then wait for a refund. This process is unacceptable as replacement cabinets are already on order, with delivery scheduled in 3 weeks. There should be enough time to halt the shipment of the wrong cabinets to avoid this hassle for both us and the store.

Hello, I am Rosemary Delgado, a recruiting manager at the United States Census Bureau, reaching out to express my gratitude for your hard work during these challenging times. I want to thank you for your commitment to our communities, truly making you heroes. Responding to the US Census is crucial as it directly impacts our community's funding for the next decade. I am contacting you to propose setting up a Census table at your establishment in the Milwaukee area to raise awareness, assist with questionnaire completion, and offer job opportunities for the Census. Please contact me or my assistant Edward Schott at 1-[redacted] to discuss available dates and locations. We are eager to collaborate with our communities. Sincerely, Rosemary Delgado, Recruiting Manager at Milwaukee Area Census Office, Chicago Region, U.S. Census Bureau.

Dear Menards, My husband and I recently rebuilt our deck using supplies from Menards (Gurnee). While the lumber was great, we encountered issues with the railing system. The lack of instructions led to our Contractor facing challenges with attaching the spindles. Unfortunately, this resulted in ruined spindles, our Contractor leaving the job, and us having to return the railing material to the store. Francisco, the Manager in the Building Materials Dept at Gurnee, was helpful during the return process and guided us in selecting a better quality replacement. However, we felt that the overall follow-through could have been improved. It would have been appreciated if Menards arranged for the pickup of the faulty material and possibly offered a discount or free delivery for the replacement. Waiting an additional month for the new materials and having to assemble them ourselves has been quite inconvenient. We have spent a significant amount at Menards over the years and hope for a better resolution in situations like these. Thank you for your attention.

I recently received order BVDM2906 and encountered multiple issues. The shipment contained four damaged tomato cages with bent legs, a dirty multi-pattern sprinkler, and a leaking hose. The tomato cages arrived bent without damage to the shipping box, the sprinkler was covered in dirt with no manufacturer tag, and the hose coupling leaks. I have attempted to address these problems through email, chat, and phone calls to no avail. The packaging was also problematic, as the box for the tomato cages was modified and heavily taped shut, making it unsuitable for return shipping. I originally ordered online to avoid in-person contact and ensure quick delivery, but the substandard products and customer service experience have been disappointing. This was my first and last time ordering from your website.

As a professional painter, I encountered an issue with the stain I purchased from Menards. I had to make a 60-mile round trip to get more stain due to running out, resulting in a loss of pay time. Upon returning to my job site, I discovered all 3 gallons were the wrong color because of a mix-up at Menards. The staff initially provided incorrect information and only remixed my stain after I returned. The paint manager, Teresa, and the store manager, Doug, were unhelpful and unsympathetic to my lost time and costs. I have had better experiences with other stores like Sherman Williams, True Value, and lumber yards, where they rectify mistakes promptly. Despite my substantial purchase amount at Menards, no satisfactory resolution was offered. Menards should train their managers on customer service and take responsibility for their errors. I hope to receive a suitable response to address this issue. Thank you, Marcia.

Yesterday, I received my delivery but it seems like part of my order is missing. The driver who delivered the items caused some damage, removing wires from my house and my neighbor's house, as well as part of a tree from across the street. Upon checking my order, I realized that 10 out of the 20' deck boards are missing. I would appreciate it if someone could contact me to resolve this issue promptly. Thank you, Greg R.

I signed up for an account and bought 25 screws for $24.75, but there seems to be a mix-up with the shipping fees. Shipping to my home costs $87.69, much higher than expected. The total order is now $[redacted].24 including processing fees. I was trying to understand the correct process for purchasing items during the pandemic, especially decking materials. This purchase was a test for me, and I need assistance in figuring out what went wrong. Any guidance on the appropriate steps to avoid such high shipping costs would be greatly appreciated.

I was hesitant to visit the Menards store in Burlington due to the mask requirement. I decided to place an online order (#BRLT20291) for pick up. After receiving a confirmation that the order was ready, I arrived only to find out it wasn't prepared and needed to be gathered and brought out. It took 45 minutes for them to get the items. Additionally, one item was missing, and I was informed it was a "you pull item." I found this frustrating since the whole point of ordering online for pick up was to avoid entering the store. It seems like there's a disconnect in the process and how it's communicated. Hopefully, they can improve these procedures soon. People at the store were seen with various makeshift masks, causing concern about the enforcement of proper mask guidelines. The experience left me questioning the effectiveness of online orders and pick-up protocols.

I bought a Tazz chipper for brush, used it for 10 minutes, but had issues due to my hand surgery. It was supposed to pull in the brush but I had to feed it, causing discomfort. I attempted to return it, but was denied as it was stated on the receipt. I would not have made the purchase if I knew it was non-returnable. I have been a loyal customer of Menards, spending a lot to improve our house. However, this chipper, which cost $[redacted], is of no use to me. My wife, who works at Walmart, mentioned they accept returns on items like mowers and weedeaters. It would be helpful to have clear signage about non-returnable items to avoid future misunderstandings. I am seeking assistance to resolve this matter.

I placed an order for fence materials a month ago and I have not received 10 posts, gate latches, and [redacted] fence pickets. Despite paying in full and setting up delivery, the store didn't pull my order and sold my materials to others. I needed these supplies for a dog fence as required in my city. I have been frustrated with the whole situation. I've tried contacting other stores to gather the items but faced challenges. It's disheartening that despite paying cash for my $2,[redacted]+ order and delivery fee, only half arrived initially. I refuse to pay for another delivery as I feel my order has been poorly handled compared to others. The store's lack of prioritization and service have left me feeling undervalued as a customer. Due to lack of transportation, I can't pick up the items from stores with available stock, which is why I paid for delivery. The situation is frustrating as it seems like contractors and walk-in customers receive better treatment. I expect better service and prompt delivery for the items I paid for a month ago at Maple Grove.

I visited the store at [redacted] S. Hanley Rd., Richmond Heights, MO [redacted] on 8/9 to buy Patio Furniture. Unfortunately, my experience was disappointing. The employees were rude, condescending, and unprofessional. The online information indicated that the store had 5 of the sets I wanted in stock, but upon arrival, I was informed they were out of stock. Despite the supervisor's behavior in the Garden Department, I decided to make a $[redacted] purchase. When returning a Menards vehicle used to transport the furniture, the service desk supervisor was impolite and inattentive. Later, I discovered I had left my driver's license and insurance card, which the store had but did not notify me. The situation was frustrating as I would have appreciated timely communication. Overall, the staff's demeanor and lack of customer service skills have left me with a negative impression, and I will not be returning to this store. It is evident that the staff would benefit from improved customer relations training.

I recently visited Menards in Ontario, Ohio to pick up materials for three different jobs. During one of the transactions, the cashier mistakenly entered "[redacted]" instead of "12" for the count of boards, causing an error in the total. I paid with a check for $[redacted].81, but upon realizing the mistake, the check was promptly canceled. Despite assurances that the bank was contacted and the check would not be cashed, it was still withdrawn from my checking account on 08/07/[redacted]. I have been in contact with the store numerous times since then, but I have yet to receive a clear explanation or timeline for the return of my money. This situation has led to overdrafts and has left me questioning my loyalty to Menards after being a customer for over ten years and spending $40,[redacted] to $60,[redacted] annually between the Sandusky and Ontario locations.

Hello, I regularly purchase my preferred Folgers French Vanilla coffee at Menard’s in Bloomington, IN. Lately, due to COVID-19, I've been minimizing outings and opting to order online for in-store pick-up to stay safe. However, my recent order has encountered issues. Upon checking the online stock levels on August 16, [redacted], I saw 11 Folgers French Vanilla items available. I placed an order for three, specifically for in-store pick-up, and paid with my debit card. To my surprise, I received an email the same day stating that my items were on backorder, even though the website showed five in stock after my order. Since then, it has been over a week with no updates. I am unsure if my order was accurately processed given the available stock. I’m considering canceling my order to buy directly in-store, but I’m hesitant about the stock accuracy and inconvenience. I would appreciate some assistance to resolve this matter promptly. Thank you, Anne S.

On August 18, [redacted], I made a purchase of decking material and arranged for it to be shipped. Part of the order, specifically 11 out of 27 pecan Triumph edge grooved deck boards, arrived on August 21, [redacted]. Initially, I was informed that I needed to pay an additional shipping fee of approximately $80 for the remaining boards. Fortunately, after my son, who was visiting from Virginia Beach to assist in building the deck, spoke with a manager, they agreed to waive the extra fee for the remaining items. However, despite these conversations, I still do not have a confirmed shipping date for the outstanding 16 (20 ft deck boards), leaving my deck only partially completed. It's frustrating to have paid for both materials and shipping and to have received no updates from Menards after over two weeks, despite reaching out to the building materials department multiple times.

We keep a record of our rebates, and we are expecting significant amounts from July 8th, July 22nd, and August 14th, totaling $55.05, $47.72, and $26.58. Despite following up at our local store in International Falls, MN, we were advised to be patient and wait for the rebate center in Wisconsin to process them. After contacting national customer service, we were instructed to provide the receipts for further assistance. While we have received other returns of lesser amounts, we initially trusted and forwarded the receipts to Elk Mound. Now, we are being asked to revisit the local store to chase down the receipts, causing additional delays. We feel the current rebate process is inefficient and time-consuming, leading to frustration. We believe a more straightforward approach, like applying the discount at checkout, would be more customer-friendly and cost-effective for the company. This ongoing issue with rebates needs urgent attention and improvement to prevent losing customer trust and goodwill.

I used my credit card to purchase items at Menards, but upon pick up, they found the items were not in good condition. They directed me to a different location with more inventory, where I used store credit instead, as it was the same day. Weeks later, I returned all the items as I decided not to proceed with the project. I requested a refund to my card for the purchase amount, but they insisted on refunding it as store credit since I used it initially. I explained my reasons for the initial store credit use and that I have no need for it. I simply want the money to be refunded to my card, not as store credit. I believe a refund to my card is the appropriate solution given the circumstances of the purchase and return.

We recently applied for a Menards BigD card to receive a 2% rebate on a post frame building. However, we were disappointed to only be approved for a $[redacted] limit despite our credit score of over [redacted]. The application process was cumbersome, involving multiple people at the Baxter store kiosk, only to find out the limit was inadequate for our purchase. Therefore, we opted to pay with a check instead of using the card. We have decided to cancel the card and likely will not be frequenting Menards in the future. Please ensure the bank managing the cards cancels it promptly.

While shopping at your store in Cambridge, MN with my wife and son, who has autism, for household supplies, a store employee named Tom approached me aggressively about wearing a mask. I explained about my medical condition, but he continued to threaten me until I complied. When I asked to speak to the store manager, another employee informed me that Tom was the manager. I was shocked and expressed my disappointment to her. I was taken aback by the lack of professionalism and customer service in this situation. I felt the need to address these concerns and will consider involving authorities if necessary in the future.