Menard Inc. Customer Service Issues

I have been a loyal customer of Menards in Holland's, Michigan for a long time. Recently, I have noticed some discriminatory behavior from certain white salespeople, managers, and cashiers towards me, despite the fact that I have always been polite and professional. I have spent on average $25,[redacted] to $35,[redacted] in sales at your store, but due to these experiences, I have decided to take my business elsewhere. I have influential customers in upscale areas like Tiffini Shores and Lake Macataw Hills that I will now be recommending other stores to. Despite making friends at Menards, I cannot tolerate the attitudes of the managers and assistant manager. Additionally, there are older customers who come in just to walk around and not make any purchases, which is disruptive. Unless I see improvements soon, I will have to stop working with Menards.

Today, while shopping at the Buffalo, MN Menard's, I encountered an incident at the register. As I was checking out with several items, the cashier requested that I wear a mask. Unfortunately, due to health reasons, I am unable to comply with this request. Subsequently, the manager was called over and firmly explained that Menard's policies require all customers to wear masks in order to make purchases. Despite offering to sell me a mask for a nominal fee or suggesting online shopping as an alternative, I had to leave my shopping cart with the selected items as well as an order slip for 25 bags of mulch for pickup. Having been a loyal customer of Menard's for many years, I find this enforcement of corporate mask mandates more related to conformity than actual health protection. Hence, I have decided to discontinue my patronage of their store and will advise others to do the same.

URGENT: I placed an online order for a refrigerator a month ago, but Whirlpool informed me it hasn't shipped and my address is incorrect. They advised contacting Menards to correct it, but Menards lacks a customer service phone number. The correct address is [redacted] Foxchase Circle, Indianapolis Indiana [redacted], not [redacted]. I've spent $[redacted] and need the refrigerator. Can anyone help?

I purchased a chain link fence online and selected store pick-up at the Davison location. When I arrived to collect my order, I was missing fence posts, which were essential for my project. The manager explained there was a shortage but managed to locate the posts at the Taylor store. I had to spend hours at the store only to realize I couldn't complete the fence as planned. This resulted in wasted time, money on a U-Haul trailer, and unnecessary stress. I believe the situation could have been handled better by informing me ahead of time about the post shortage or offering alternative solutions. Despite being a loyal customer with past successful projects using your materials, this experience was disappointing. I plan to visit the Taylor store to retrieve the missing posts and hope to receive a resolution from Menards regarding this inconvenience. Thank you for your attention to this matter.

I received quick and efficient assistance from Menards staff to address my concerns. I am seeking to cancel and have re-issued a potentially stolen rebate that I'm unable to locate. The local store guided me on reaching out to the rebate center online, but I am unable to find the option to do so. Additionally, due to our ongoing move and change of address, I am inquiring if the rebate can be sent either to my workplace or the new address we will be transitioning to shortly, as we are vacating our current location in the next two weeks. Can it possibly be sent in care of the store? The rebate in question is number [redacted], #[redacted], with a remaining balance of $[redacted].00. Your swift assistance in this matter is greatly appreciated. Thank you! - K. Neff

Yesterday, I visited one of your stores to make a payment on my card. Upon arrival, I was informed that a mask was required to enter the store, even though I only needed to make a payment. This requirement was reiterated at the customer service desk, where I was also offered to purchase a mask at what I felt was an inflated price. I found this policy frustrating, as it seemed more focused on profit than public safety. Consequently, I have decided to take my business elsewhere and will no longer be shopping at Menards.

As a rental property owner based in Minerva, Ohio who frequently resides in Florida, I rely on my Big Card and online ordering to obtain necessary materials for my properties. Despite enjoying the 11% back program at Menards, I feel restricted because I am unable to physically visit the store to redeem my rebates. Customer service has confirmed that I must use the rebates in-store. In contrast, as a veteran, I receive a 10% discount at Lowe's for both in-person and online purchases. I believe that Menards should reconsider their rebate policy, as it limits customers like myself from fully utilizing the benefits. Jim and Susan Swain can be reached at [redacted] and [redacted]

I bought a 3/4 horsepower Baracuda sump pump in [redacted]. I had to return it once when it failed and now it has failed again. The store in Long Grove, Illinois is refusing to exchange it, claiming they only allow one return, despite the product having a lifetime warranty. I have my receipt, original box, and warranty, but they directed me to the manufacturer. I contacted them, but have not received any assistance as their line only leads to leaving messages with no callbacks. The paperwork and warranty do not mention any limit to returns, touting a lifetime warranty, just like how it was advertised and sold. I don't return it for fun, but because it's not working. I urgently need another pump, but it's frustrating that there are no phone numbers to speak to a person at your company.

I recently purchased a gun safe from the Menards on Elida Rd in Lima, Ohio. The sign indicated it was $[redacted], but I was charged $[redacted] at the register due to an error. I brought this to the attention of customer service immediately, however, they refused to honor the advertised price. After speaking with the manager, Matt, the price was still not adjusted. Despite them changing the sign afterward, I have proof of the initial price with pictures, including the SKU. I ended up returning the safe, as I have never encountered a store that did not honor their posted prices. Although I have been a loyal Menards customer, I may reconsider shopping there in the future. Thank you for your attention to this matter.

In February [redacted], I purchased 17 cartons of Legends vinyl plank flooring, model [redacted], in Mystic Taupe. Despite following the installation instructions carefully, I was unhappy with its performance during installation, and the issues persisted after completion. After locking down the end edges, some remained secure while others started to raise and crimp. Over time, the problem has worsened with previously locked end edges now unlocking and raising. The majority of the end edges are raised, affecting my living room, dining room, and kitchen areas. I am seeking assistance as I am disappointed in the quality of this flooring and would appreciate the opportunity to explore alternative options. Thank you for your attention to this matter. Rita K.

I recently purchased a lawn mower from the Davenport Menards store. However, I found it challenging to use due to maneuvering difficulties. When attempting to return it, a staff member at the counter made me feel embarrassed, so much so that I ended up leaving the mower there. I was informed that because it had been used and had gasoline run through it, they could not accept the return due to safety concerns. Despite not checking for gasoline or verifying my receipt, they declined the return. My son had accompanied me to help, but I was confident I could return it and he left. Feeling humiliated, I couldn't bring myself to ask for help reloading it, so I left the mower. After reaching out to a front end manager, I was told conflicting information about the return policy. Despite the lack of receipt validation, I am simply seeking a refund for the item.

Subject: Concern About Mask Policy at Menards Hello Customer Service, During a recent visit to Menards in Lawrence, Kansas on 5/9/[redacted], around 3:15 p.m., my husband and I encountered an issue with a staff member named Kyle Molt. We were approached and asked to wear masks or leave. I explained that I had reasons for not wearing one, but the situation was handled poorly by the employee. In contrast, our experience at Home Depot was mask-free without any issues. We believe that stores like Menards should focus on providing a comfortable shopping experience without getting involved in political matters such as mask mandates. As customers, we value the freedom to choose. We kindly request that you address this matter. We are regular customers who appreciate Menards and its products. However, if the mask policy continues, we may have to reconsider shopping at Menards in the future. Thank you for your attention. Best regards, Portia M. [redacted] Hwy 39 Stark, KS [redacted]

Hello, I previously submitted this information a couple of weeks ago but have not received any feedback. I purchased 20 green treated 2 x 6 x 16ft deck boards about 7 or 8 years ago and have experienced issues with their durability despite proper maintenance. Several boards have weak spots and visible damage, which is concerning for safety. The boards came with a warranty of 15 years, and I did remove the UPC labels upon installation or before painting. I made the purchase using my Menards card with the number [redacted]. The current SKU number is [redacted], and I seek assistance in finding the company responsible for the guarantee. Thank you for your help with this issue. Regards, Roger

I purchased a patio set from Owensboro Menards on May 8. The store had the chairs but I had to order the table online. I paid over $[redacted] for shipping. I picked up the chairs myself and they were fine, but the table arrived on May 13 in a terribly damaged box. I contacted the store which directed me to the Eden Prairie store it was shipped from. They refused the return. Dan, the delivery manager, said there was no replacement table available. I emailed customer service multiple times without a helpful response. Dan instructed me to return the table to Owensboro, which means renting another truck. I believe this is unfair as I already paid for delivery. I suggested UPS pick up the item. After sending pictures as requested, I have not heard back from Caitlyn S at the customer service email. I am frustrated with the lack of resolution and poor customer service. This issue remains unresolved with the damaged table and chairs stored in my garage.

I bought a Denali [redacted] BTU air conditioner on Saturday, May 22. I paid with 2 rebate checks, and after taxes, the total was $[redacted].24. I used my credit card for the remaining balance. I pay off my credit card weekly to avoid any problems. However, when I checked my credit card statement, I noticed that Menard's charged me twice on May 22 for the same amount. I contacted my bank, and they advised me to reach out to Menard's. I filled out their online complaint form but prefer to resolve this over the phone. Unfortunately, I couldn't find a suitable phone number to call. On the day of purchase, the cashier mentioned I removed my credit card too soon, leading to the double charge. I hope to get this resolved promptly.

I need assistance canceling an online order. I contacted customer service last Thursday to cancel an order scheduled for delivery tomorrow. I was informed it had already been shipped, which is incorrect. I clarified it hadn't been sent, and the representative mentioned they would update me. I have been requesting updates daily, and today was told the order couldn't be canceled. As I won't be present for the delivery, I am requesting the order be canceled.

1. I bought "Klearvue" brand cabinets without knowing they needed assembly. Despite contacting Menards corporate before, they were unhelpful and accused me of lying. As a result, I am facing difficulties finding contractors to assemble them, costing me $[redacted]. 2. I hired a contractor named Larry Lee Carroll from Menards in Taylor, MI, paid him $3,[redacted] upfront for quartz countertops, but it's been 2 months with no progress. He keeps promising refunds with no action, and after researching, I found out about his reputation for this kind of behavior. I have filed a police report. I plan to contact local news stations and share my story on social media. I hope Menards can assist me as Home Depot and Lowe's do with similar issues. Rick Diamond

I placed two separate orders on May 27th and received confirmation emails and rebate receipts for both. I did not print the confirmation emails because I had them on my phone. When I tried to track my second order with confirmation number #[redacted]9 and order number MIAM [redacted], I found out the item is on backorder. However, my first order disappeared from my email list, and I am unsure if it's in process without the order number. I emailed customer service on Friday April 28th but have not received a reply. The items from the first order include (9) [redacted] Emily 59 x 84 curtain panels, (5) curtain holdbacks, and (8) curtain rods. Please advise me promptly so I can reorder if necessary. Thank you.

We purchased a bathroom vanity on April 6th, but it was not delivered until May 12th. When my spouse went to collect the vanity and other items, there was confusion at the store resulting in multiple redirects to find our order. The staff loaded the boxed vanity while my spouse was completing paperwork, preventing him from inspecting it. Upon inspection at home, we discovered significant damage to the bottom of the box and the vanity itself, which was not caused during transport. After contacting Menards, they ordered a replacement, promising it in 6 days, yet as of June 1st, we have not received an update despite reaching out through corporate emails twice. This delay has set back our contractors by 2 weeks. We are now asking Menards to deliver the new vanity and collect the damaged one due to the inconvenience and poor service we have experienced.

I recently received my garage door, SKU [redacted], on May 7th, and my son installed it on May 9th. The problem lies with the EZ set torsion spring set that came with the door. The cables are not staying on the drums, and the spring is not adequately supporting the door's weight due to its heavy R-value of 12.9. We are unable to wind it as per the instructions. Is it feasible to receive a stronger spring replacement without incurring extra charges? My order confirmation number is [redacted]6. Thank you. - Mamie B.