Menard Inc. Customer Service Issues

I am a contractor based in Rapid City, SD. In March [redacted], we placed an order for custom windows totaling $36,[redacted] for a client. We specified the design we needed, such as Design #[redacted]21, with the grill inside the glass. However, upon delivery, the windows were incorrect as the grill was outside the glass. Despite our efforts to address the issue, the local store and management have claimed it was our error and declined to assist further. Upon reviewing the printout, we acknowledge it states the grill is outside the glass. We are willing to share the printout to demonstrate the miscommunication. We rely on Menards staff to accurately input the details we provide to fulfill orders correctly. We kindly request Menards to reconsider the situation and ensure our customer receives the correct windows promptly. Our client has been waiting for these windows for months, and we aim to resolve this promptly for their satisfaction. Your prompt response is appreciated to complete the project and deliver a positive experience to the homeowner. Thank you for your attention. For direct communication, please reach me at [redacted].

I tried to order a Toshiba toaster oven online but when I clicked "submit," nothing happened. I didn't receive any confirmation screen or error message. I'd like to have the item sent to a nearby store and I'm worried about being charged multiple times. How can I fix this and successfully place my order for the product?

I am a loyal customer of the Quincy Menards store and have been for quite a while. I have always appreciated the 11% discount rebate offered. Today, when I made a purchase of $[redacted].00, I did not receive the discount. The lady ahead of my daughter was also disappointed as she did not get her rebate receipt. If Menards is no longer offering rebates, I may consider shopping at Walmart or a closer store to save on gas. Thank you for the rebates I have received in the past.

I purchased a stove from the floor display but received a different one upon delivery. I had been in touch with Ray from customer service corporate, who requested a copy of my receipt. However, the email address provided for Ray was invalid. After speaking with the Plover store, they mentioned a possible mix-up with the stove setup. Despite addressing this with the store, I was met with some resistance and eventually hung up on by a representative and the store manager. Upon further investigation, it seems the stove I saw had additional options not clearly communicated to me by the sales clerk. The appliance manager later confirmed this by sending photos, but by then, the display had been altered. Despite requesting a return, I was informed I would still be charged the delivery fee. I feel misinformed and unsure how to proceed in this situation.

Yesterday, I had a troubling experience at the gate while picking up my windows in Marion, IL. Despite being waved through initially, the gate was abruptly closed on my vehicle. I spoke with the manager, Vic, who unfortunately stated that there was nothing that could be done. As I was leaving with part of my substantial order, the gate worker rudely referred to me as a "Karen" and callously laughed at the scratches on my car, claiming he couldn't be held accountable as he didn't work for Menards. This treatment was unacceptable. I am seeking assistance in resolving this issue. Thank you.

In June, I made a deposit of $[redacted] for a quartz countertop for my island and also ordered a template. Additionally, I ordered formica countertops for another area. Unfortunately, both templates were incorrect. When I received the formica countertops, the front face had two different cuts that didn't match. Despite discussing the issue with a contractor present, the countertop couldn't be changed without an extra $[redacted] fee for customization. On top of that, the second template for the quartz island piece was also wrong, even though I had changed the material to a man-made one and paid an extra $[redacted]. After multiple visits to the store, trying to resolve these issues, I requested a refund. I was informed that due to the refund policy, I couldn't receive a full refund as it was over 90 days, although no product was received because all templates were incorrect. I got a partial refund of $[redacted] for the material change, but received only a store credit of $[redacted]. I believe this treatment is unacceptable, considering no product was ever produced correctly. I am considering escalating this issue to the Better Business Bureau and the Indiana State Attorney General's Office unless I am refunded in full. My experience at the Jeffersonville location has been frustrating and I urge the store to reconsider their countertop selling practices.

While leaving Menards store, a woman and I observed security guards surrounding a young woman. Concerned for her safety and inspired by recent events, I attempted to record the incident on my cell phone. However, an unidentified man obstructed me, demanding I leave the premises. This led to a confrontation where I felt my civil rights were violated. The situation escalated as more security guards arrived, intimidating me and ignoring my service animal. I have been trying to file a complaint with Menards corporate office to address the inappropriate behavior of the store employees. I have footage of the encounter and would appreciate discussing next steps once you have reviewed it. Thank you.

I recently returned several items that I had purchased over the past few months at the Bloomington Menards where I am a frequent customer. Unfortunately, I had an issue with a store manager named Charles Lacey regarding a return I wanted to make. He was not accommodating and even made condescending remarks, which left me feeling disrespected. Despite spending a significant amount at the store annually, he was unhelpful and confrontational, which was very disappointing. I have decided not to return to the Bloomington Menards until the situation with Charles Lacey is resolved, as I believe I should be treated better as a loyal customer. I will be returning some unused items and then taking my business elsewhere until there is a change in management at the store.

Dear Menards Team, I am a loyal customer, Johnny K., from Columbia, Mo., and I frequently shop at your store there. While I appreciate your store, I have some feedback regarding the display and shelving of wall lights in your lighting department. During my recent visit, I was frustrated trying to find the lights I had seen online, as they were not organized in numerical order by their SKU#. I believe arranging the lights this way would benefit both customers and employees, saving time and effort. I understand the need to group lights by type, such as motion detection lights, but a more organized system would greatly improve the shopping experience. Additionally, it would be helpful to include shelf location numbers online or on the Menards app to assist customers in finding specific lights easily. I hope you consider these suggestions to enhance the store's lighting display for everyone's convenience. Thank you for your attention to these matters. Sincerely, Johnny K.

I bought a door lock set from Menards using a check before my debit card came. The manager mentioned it was too much for a rental, so I returned the lockset. The Menards staff took it and gave me a paper to contact them through a website. I couldn't reach anyone because I don't have my card details. Their return policy says I should have received a store credit, but I didn't get anything. How can I resolve this?

I am concerned about the high shipping charge on my order confirmation number [redacted]7. I have tried calling the store in Poplar Plaza, Missouri, but no one answered. The shipping charge for two windows was $[redacted], which seems incorrect and too expensive. When I ordered seven windows four months ago, the shipping was free, but now it's adding up to $[redacted]. Please contact me back at Lucas [redacted] Thank you.

I met with a man in the roofing department of your Appleton Wisconsin West store with my wife as a witness. If the issue is not resolved, legal action will be taken. There was a sign indicating a sale price of $32 per bundle for the shingles we wanted, and the man confirmed we would still get the 11% discount. However, when I ordered 18 more bundles, the bill was over $[redacted] instead of the expected $[redacted] range. The manager acknowledged the mistake, offering the remaining bundles at a different color or a higher price. I emphasized that we confirmed the price with the salesman and requested corporate's contact, but the automated system was unhelpful. This significant error needs correction, or legal steps will be taken. We are long-time loyal customers, and this treatment is unacceptable. Please refund the difference or expect further action. Contact me at [redacted]. Sincerely, E.G.

I recently placed an order with Menards for one double track and 8 brackets for 4 shelves. However, upon receiving the order, I noticed that the brackets were scratched up and one was missing. Despite my attempts to resolve the issue and provide photos of the items I did receive, Menards insists that the order was fulfilled as per their records and refuses to send the missing bracket. I feel like they are not taking responsibility for the missing item and are more interested in making me place a new order with additional shipping costs. Unfortunately, they do not have a customer service number for direct assistance, leaving me frustrated with their lack of support in rectifying the situation.

I purchased two hot water tanks for $[redacted] at Menards on 11/10/21 at [redacted] S. Western Ave. Evergreen Park, IL [redacted], but have not received them. Despite multiple visits to the store and discussions with several managers, including Front End Manager Esteban Castellanos, the issue remains unresolved. The Special Order numbers are [redacted]0 and [redacted]1. I request the release of the tanks for delivery and an extension of the Extended Protection Plan's expiration date. This situation has caused a delay in a crucial construction project. I have been a loyal customer and hope for a swift resolution. Thank you. -Rickie W.

I recently purchased a brand new mower, which is only 4 days old, and I have noticed that it is leaking oil from the self-drive box. I was informed that if I put gas in the mower and it doesn't start, I can bring it back to the store for an exchange, but how can I test if it starts without putting gas in it first? As a long-time customer since your store opened on Maize Road in Kansas, I expected a more satisfactory solution to this issue. This experience has left me feeling unhappy and disappointed. I have never encountered any problems with Menards until today.

On December 30, [redacted], a Menards employee accused me of putting something in my pocket while I was in the store. When the manager confronted me and asked to check my pockets based on the employee's report, I refused as I hadn't taken anything and requested the police to be called. After a search yielded no Menards items in my possession, they wanted me to sign a paper agreeing to be banned from Menards stores, which I declined, but they signed on my behalf. Now, in January [redacted], Menards has sent me a letter demanding $[redacted] for a restitution claim. I am considering filing a cease & desist order against Menards to stop further harassment and slander. Additionally, I am requesting a copy of the paperwork banning me from their stores.

On December 30, [redacted], I was wrongly accused by a Menards employee of placing an item in my pocket while I was in the store. The situation escalated when the manager stopped me from leaving and requested that I empty my pockets based on the employee's accusation. Despite denying the accusation and requesting police involvement, I was frisked outside the store without any Menards merchandise found on me. I was then asked to sign a document banning me from Menards stores, which I refused. In January [redacted], Menards sent me a letter demanding $[redacted] as settlement for a civil restitution claim. I am considering filing a cease and desist order to stop further harassment and slander from Menards and to obtain a copy of the ban.

Hello, I am writing to report that my husband's Menard's Happy Birthday envelope was stolen from our mailbox. The envelope was found on the ground with its contents missing, most likely due to someone slicing it open and taking the contents. I am wondering if it would be possible for my husband to receive a replacement envelope. It seems that the stamp "Happy Birthday" on the envelope might have attracted attention and led to the theft. I found it odd that this was sent out so early, considering his birthday is still two months away. Thank you, RH

While at Menards in Bolingbrook, IL at store [redacted], I came across the product I was seeking outside and sought assistance. I approached a forklift operator who called someone for help. A gentleman named Lenny Johnson came and identified himself as a manager. Despite explaining the specific piece of wood I required, he mentioned he couldn't open a bundle and insisted I use what was already sorted. I expressed my dissatisfaction as it didn't meet my needs due to incorrect dimensions. I pointed out that this refusal to provide the available product was poor customer service. As a contractor spending nearly $20,[redacted] annually on materials, I found this interaction unprofessional and disappointing.

I ordered 3 items online, indicating they were available in Altoona, Iowa, which is about 15 miles from my home in Runnells, Iowa. The confirmation number I received is #[redacted]8, stating the order was shipped from Kirksville. However, only the 50,[redacted] BTU heater was delivered via UPS. The other 2 items, the thermostat F210362 priced at $19.99 and the LP installation kit F273684 at $49.99, are yet to arrive. They mentioned shipping these items with USPS, but so far nothing has been received. After attempting to track the remaining items, the system response was, "SORRY WE have no information." I'm now unsure of what steps to take next.