Menard Inc. Customer Service Issues

Today, I visited the St. Joe Mo store and bought $[redacted] worth of plumbing supplies. However, when I went to pick it up, they didn't have it in stock. Shockingly, their inventory hadn't been updated since September. I received a refund, but it will take 3-5 days to be credited back to my debit card. This delay means I'll have to make my purchases at Lowe’s later. The store manager I spoke to was impolite and failed to apologize for the mistake. Despite spending thousands of dollars at the store last year, I'm disappointed in the poor service now provided.

Regarding vacation time policies for team members, our stores are currently facing staffing shortages, leading to dedicated team members taking on extra hours and tasks, resulting in limited personal time. Department managers, specifically, are working relentlessly without any days off, covering for general managers on top of their regular duties. While monetary incentives are helpful, they have become commonplace in the retail industry. In the past, vacations were limited to one-week increments, but now they can be taken in single-day segments. I propose a policy revision where team members with over 25 years of service and a four-week vacation allocation should have the opportunity to take longer breaks with pay. Given the success of mandatory 14-day leave after a positive Covid-19 diagnosis, a longer vacation seems feasible. It's essential to appreciate all levels of management, as seen with adjustments to general managers' schedules. It's time to extend this appreciation to department managers who play a crucial role in our operations. Best, Rachel D. [redacted]

I ordered 4 chairs from Menards online in New Ulm, MN, and collected them on January 12. As a tax-exempt organization, I have a certificate, yet there seems to be no option to apply this exemption to online purchases. I reached out via email to inquire about tax-exempt purchases online but did not receive a response from the store. During my interaction with the New Ulm store, I encountered additional issues. I had previously purchased 2 chairs in Mankato and received a free rug due to a promotion; however, in New Ulm, I was informed my purchase did not qualify for the same promotion, despite buying twice as many chairs. Interestingly, a purchase of one chair in Rochester from Menards also qualified for a free rug under the same promotion. Although the loading assistance at all three stores was helpful, two of the chairs from New Ulm, which were floor models, arrived damaged as if one had been dropped, resulting in a broken leg. I managed to repair it effectively using tools and supplies from Menards. Lastly, I noted a lapse in attentiveness from the staff member who checked us in at the back gate; he allowed us to wait unnecessarily and did not thoroughly verify our items upon departure. This lack of thoroughness could potentially lead to oversight in preventing unpaid merchandise from leaving the store premises.

Good morning on this lovely Sunday, February 13, [redacted]. I am Jayme Miller Howard, a former employee of the Kewanee Illinois store. Unfortunately, due to the behavior of some colleagues, I felt it was best to part ways with your corporation. I am reaching out for assistance as I have not yet received my W-2 form for [redacted]. Could you kindly check on this and provide me with a copy of the information? If I need to contact a different department, please advise me accordingly. Time is of the essence for me, and I prefer to avoid any conflicts or delays. I have made unsuccessful attempts to address this matter via phone. I am more than willing to formalize my request in writing. Thank you for your attention to this matter. Jayme Ann Miller Howard [redacted] A.E. 1st Street Galva, IL. [redacted]

I am located in Haiti. A church group sent a container of supplies here and some items I bought were missing from the shipment. The items were purchased last June from Menards in O Fallon, MO. I understand that the issue was due to my lack of experience with this type of shipping and not because of Menards. The missing items are related to the following order numbers: [redacted]7, [redacted]2, and [redacted]5. I received the fencing but not the gate. I had a conversation with someone at Menards in O Fallon about refunding the gate if it did not arrive at the store by July 15. The container faced delays in Haitian customs, and although I got the fencing, the pipe is still missing. I am unsure if our organization was reimbursed for it. Any assistance or clarification on this matter would be helpful. Thank you. - C.Z.

On January 26, [redacted], we bought a Galloway Stone Power Sofa at the Elkhart, IN store for $[redacted].99 plus tax, totaling $[redacted].99. On Saturday, March 5, [redacted], my husband rented a U-Haul truck to pick it up, but upon arrival, the store couldn't locate the sofa. They informed us they had sold it. We had already made a payment as we chose a six-month same-as-cash option. The store manager claimed we had two weeks to pick up the sofa, which was never communicated to us. In South Bend, we faced two snowstorms on weekends, making it hard to retrieve the furniture. Despite asking if they could order from another store or arrange delivery, the manager refused. The lack of communication and service was disappointing, and we request reimbursement for the $[redacted] truck rental.

I recently bought a freezer that is not working properly. Since I didn't opt for delivery, I need to arrange the return and pick up a new unit. Although we received help with the original purchase, we didn't get a properly functioning freezer. Unfortunately, we no longer have the box or protective materials. The staff at the appliance department were unhelpful and rude, refusing to connect me with a manager and eventually hanging up. I suggested that they should provide delivery for the new unit at the very least. When questioning how to return the freezer without damaging it further, I was told that it didn't matter if it got scratched since it was faulty. Despite my belief that the issue could be fixed with the seal, their lack of care was evident. We explained our limitations in returning the item, but they were unsympathetic, insisting we pay for delivery and refusing to escalate the matter to a higher authority. This experience has been the worst service we've encountered in a long time. Moving forward, we'll choose to shop at Home Depot, even if it means going a bit further than Menards.

Hello, my name is Paul. I recently purchased kitchen cabinets and a countertop. Unfortunately, I discovered that the cabinets were damaged upon delivery. When I informed the manager at the Grand Forks store, he was unhelpful and dismissive. Despite my hopes for a refund due to the damage, I was informed that because the items were on sale, no compensation could be provided. Furthermore, the countertop I received does not match the description provided. I invested a significant amount of money into these purchases and I am disappointed with the lack of assistance from your company in resolving these issues. The manager at the Grand Forks location was unkind and uncooperative, showing a lack of concern for customers. I am now considering seeking assistance from Lowe’s, as I believe they value their customers more. I would appreciate it if someone could address this matter promptly. Thank you for your attention to this issue.

I recently made an order for a tub, tile surround, water heater, and vanity. Even though I paid for delivery and selected a date and time, the order didn't ship because the vanity was on back order. I reached out several times to customer service to address the urgency of needing the tub due to installation timelines, but was just passed between departments. A representative promised Saturday delivery, which did not happen. After calling again, the delivery was rescheduled for Monday without any explanation for the delay. The lack of communication and follow-through is causing me significant stress. I urgently need the items delivered promptly as was initially promised.

The management at the Florence store has not been up to standard since its opening. Poor treatment of subordinates by all managers has led to mental health issues among employees, resulting in resignations and walkouts since March [redacted]. The replacements, especially General Managers like Jake, have been lacking in patience and professionalism, displaying rudeness towards struggling departments. The first assistant, Kris Klepacs, though the best of the 3, is slow and also shows rudeness. The second assistant, Geoffrey, lacks store knowledge and causes guest dissatisfaction. Specifically in the floorcoverings department, managers like Tyler Morgan have been hypocritical, showing disrespect by yelling at staff in front of guests and shirking physical tasks. These behaviors are intolerable and need to be thoroughly investigated and addressed.

On Saturday, April 23rd, I received a delivery of privacy fence panels, 4x4's, and cement worth over $[redacted]. The delivery driver called at 12:19, saying he would arrive in 20 minutes. Unfortunately, he appeared over 2 hours late without any explanation or apology. My installation crew had left by then. The driver parked far down my street, drove a loader with cement pallets, and eventually brought the remaining items on a big truck. He stacked the 4x4's on top of the fence panels and tried to unload them together, nearly causing damage. The whole load fell off the forks onto my driveway due to his carelessness. When I contacted the store for replacements, I was informed of a week's wait with no compensation offered. The lack of accountability and service is unacceptable. The driver's behavior was unprofessional, and I demand action be taken to rectify this situation promptly. The scattered items remain untouched on my driveway, reflecting the poor handling of the delivery.

On April 15th, I contacted to inquire about item SKU: [redacted]. The online system indicated 4 pieces were in stock at the Warren store in Michigan. I spoke with a lady who located the items but stated they couldn't be held for me until the following week. On the 23rd, I confirmed online that 4 pieces were still available. Despite driving 40 miles to collect the items, they were nowhere to be found. Despite conversing with two staff members, even though the store's computer reflected 4 pieces in stock, the items remained elusive. There was a lack of consideration for my time and the inconvenience I experienced. No alternative items were offered to compensate for the inconvenience. The staff's attitude appeared indifferent. Upon returning home, I noticed that 4 pieces were still displayed as in stock. When I spoke with store manager Peter on May 6th, he mentioned that 1 piece had been sold that day. Peter failed to offer an apology or compensation for the inconvenience caused. It seems the store's inventory management is severely lacking. Menards should be ashamed of providing such appalling service and demonstrating a lack of regard for customers.

Dear Corporate Security, I placed an online order using my Visa credit card on June 1, [redacted]. After checking the order status the same day, I noticed a $1.00 charge in addition to the charge for the item from Menard's. The next day, on June 2, [redacted], my credit card was charged $[redacted].00 in Brentwood TN at 6:30 AM. I did not visit Brentwood and did not authorize this charge. It seems my card information was stolen during the online ordering process on your website. I am requesting a thorough investigation into the security of your online ordering system to determine how my card was compromised and fraudulently charged. Your prompt attention to this matter is greatly appreciated. Sincerely, [Initials]

I bought garden hoses at the Triadelphia, WV store and spoke with the General Manager, Zeth. The first hose split, and I threw it away. When the second hose split, I contacted Zeth. He said I needed to bring the split hoses back for credit, but I couldn't produce the first one since I had discarded it. After discussions, he agreed to credit my debit card for the first hose but wanted to see the second one for replacement. When I returned to Minards, another GM said Zeth wouldn't credit my card for the first hose. I managed to get a replacement hose for the damaged one I brought. I emailed [redacted] but got no reply. I traveled [redacted] miles, costing $5.08 per gallon for gas. I'm requesting a check for the first hose, mileage compensation per IRS rates for the trip, and time spent. I informed Customer Service that I might contact the Attorney General of WV and the Better Business Bureau if my issue isn't addressed. I prefer a check instead of store credit as I don't usually shop at Minards in Triadelphia, WV.

I purchased two styles of garage cabinets online on May 30th. They arrived in mid-June. Unfortunately, upon opening, the tall cabinet was dented, and one shelf was missing. The tool drawer cabinet, however, was in good condition. Despite this, I did not receive a rebate for the tool drawer cabinet. After contacting West Bend about the tall cabinet, we exchanged it for two stackable ones, which were delivered on July 1st. Nevertheless, we never received the rebate for these new cabinets. I kindly request that the missing rebates for both sets of cabinets be sent to me. The cabinets ordered were the Master Force gun metal style with green handle trim. Best regards, C. M. [redacted] Dakota Drive, Hartford, WI [redacted] Contact number: [redacted]

I am seeking assistance regarding my recent termination from Menards. I was let go for marking down products that were damaged or dead, a practice I thought was acceptable as it was common among coworkers. I never received any warning or instruction against it, and it was even suggested by some managers. I feel unjustly singled out as others were doing the same without consequence. It seemed like I was unfairly targeted and set up for dismissal. I strongly believe this decision was unfair and would like to address this matter further. If necessary, please provide me with the appropriate contact information to escalate this issue. Thank you.

I placed an order with the number [redacted]1 at Menards in Carmel, IN. It was meant to be delivered to my home located 10 miles away for a $99 delivery fee plus a $12.50 service charge. However, the product ended up being sent to Loveland, OH. To my surprise, I discovered an additional $[redacted].41 shipping fee on top of my initial cost after printing the order. The item was then forwarded to Chicago after some delay in Ohio. Tracking down the order, I found out it has been in Indianapolis for the past three days. I contacted ABF trucking company today and was informed that despite its proximity, it won't be delivered until tomorrow, between 8 am and 8 pm. To my disbelief, they also stated that I would be responsible for unloading it myself. I am incredibly frustrated with this poor service and lack of transparency. I am considering seeking legal advice to address this issue. It's disappointing that there isn't a contact number available for Menards' corporate office. - Jeffrey F.

Hello Menards Customer Service, My name is Chase B. and I am a team member at the Apple Valley Menards located at [redacted] 150th St W, Apple Valley, MN. I am employed as a Carry Out/Courtesy Patrol at the Front End of the store. Recently, my experience at work has been challenging, and I have some concerns regarding the Front End Manager, Nancy K. Since I started working here a month ago, I have felt unsupported and unhappy with the work environment. Nancy K. has made me feel unappreciated by calling me lazy and lacking work ethic in front of customers and colleagues. Despite my requests for schedule accommodations and assistance when I was physically unable to perform tasks, Nancy K. has not been understanding or helpful. Her actions have led me to experience feelings of anger, worthlessness, neglect, exhaustion (mentally, emotionally, and physically), and a lack of being heard. I hoped to have September 30th to October 2nd off due to the end of a 60-day work period without vacation time, but Nancy K. has not shown willingness to grant me these days off. I seek a resolution to this situation promptly as it is affecting my well-being and work performance. I remain committed to my duties and look forward to finding a positive solution. Thank you, Chase B. Contact Number: +1 [redacted]

On July 3, [redacted], I purchased items to build a deck at a friend's house in Dubuque, Iowa. My friend, Joseph Petrick, returned some items and received the refund on his card. The store confirmed Joseph's return on camera and mentioned their policy of crediting refunds to the original card. Despite being advised to involve the police, I understand it is considered a civil issue. I am seeking a refund of the total amount of $[redacted].00 from the returns back to my card.

I recently experienced an upsetting situation at Menards. I went to exchange a defective solar light priced at $4.49, explaining to the staff that I was swapping it for another one. Despite this, I was wrongly accused of shoplifting and fined $[redacted]. As a 61-year-old on disability recovering from spine surgery, I found this experience distressing. I have been a loyal Menards customer for decades, even choosing them over Home Depot during my time as a chief engineer in Chicago. The store manager, Sean, has been unhelpful, and I feel frustrated by the lack of resolution. I cannot afford this unjust fine and hope for assistance to rectify this misunderstanding.