ComplaintsforMenard, Inc.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent all my original receipts with the rebate form. I waited 8 week and ask where my rebate was. I was told I need my rebate number which I didnt have. I dont know how they could loose my receipts. I can go to there web site and reprint the receipts but they dont accept duplicates. I sent my original receipts because thats what you have to send.

  Customer response

  11/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My complaint is this. I was a customer for 8 years. Last August, my credit card was compromised, and the payments stopped getting processed (for two months). The only notification I received about this was via email - I missed those. I found out about this when I tried to access the facility, and called the next morning and squared my account . When I went back to the facility, I found that my lock had been removed, and a red Menards lock had been put in its place. The person I squared the account with over the phone never gave me any indication that this had taken place. It was not until I got back to the unit over a week later I was made aware of this (with my friend's truck ready to move stuff out of the unit).When I called the site manager asking him why this was so, he said it is policy to do that after 38 days without payment. When I asked why he did not bother to call me, he said, there are too many units to keep track of. He certainly needed to keep track of my unit to cut the lock of and replace it. He continued that the prefer to do all their communication in writing, as to maintain a paper trail. In a word contempt assuming the worst in people, and in turn, alienating an 8-year customer who had made and honest mistake and remedied as soon as they had noticed. It seems to me that picking up the phone is a great deal less work than cutting a lock ****** this point, I am paying $85 to rent a unit through November - one that has been cleared out since 10/24. Again, "policy" 28 days notice to vacate. That is effective policy for a business that wants to nickel and dime its customers, not one that that is reasonably or one that will ensure good relationships and long-term customers. They should refund my account for the last months rent ($85) when the unit was empty plus $12 for the lock that was cut off.

  Business response

  11/19/2024

  See attached 

  Customer response

  11/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  > There is no further action to take on this - but am not going to choose "resolved" because they never got back to me directly to acknowedge the way my case was handled.
  
  > I got a direct email from ****** and he said he would follow up - he never did. I think they have some garbage to own up to here.
  
  > No single complaint like this is going to make Menards change their practices - but the fact that they make no acknowledgement of how lousy this situation was for me, and how they treated a long-term customer is a far cry from "Better Business"     
  

  
  Regards,
  
  *** ********

• Initial Complaint

  11/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 10/19/24 I set up to have Menards partner carrier set up to deliver a new washer and dryer to my home. Their delivery was scheduled from 3-8 which then was pushed to 6-10 by their carrier. Their carrier contacted me at 953 PM to let me know he would not be there by 10pm but after midnight. At this point Ive had to wait all day and all week for my new appliances so I had no choice in the matter to accept a midnight delivery, I needed the units to do my laundry I hadnt done in over a week. Their driver arrived at 1238 AM and made so much noise I had now been in violation of my townships noise ordinance. Their driver was unprofessional to his surroundings and more noise and commotion then I could have believed, I was very lucky my neighbors didnt call the police on me for the violation of the noise statues. I wrote the Menards head office with all relevant proof of the chain of events seeking a fix to this and to make them aware. The Menard corporation wrote me back saying since I accepted the delivery window nothing could be done about it and it was essentially my fault not theirs or their carriers. There was no remorse from them as a company and no action items noted from them to see why their carrier was so late delivering or they were going to correct the issue with their delivery service. Menards seems to think they can get away treating customer who spend thousands of dollars like this and something needs to be done. No remorse was shown from them as a result in the letter i received back from ****** their head of guest services. She even made the point to call out in the letter them at as a sign of good will only was their refund my delivery fees. They shouldnt be allowed to get away with setting this precedent that whats you come to expect when you buy appliances from them, rude delivery services that make a lot of noise in the middle of the night for when they do show up. All relevant proof to the issue and letter from Menards available upon request.

  Customer response

  11/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Menards has deflected this problem at every turn and will not accept the fact that this is their partner carrier that caused the issues not mine. They indicate I accepted this delivery and indicate that I accepted this in their terms and conditions, what they don't recognize is the poor service their provider is giving to their customers, and they seem just fine allowing their partner carrier to continue to operate in this manner. Menards continues to state I accepted this and could of just willingly refused delivery, that's not the case. I was in a state of an emergency needing these appliances, after not having a washer and dryer for over a week and had no choice but to accept their poor service standards. Menards as a corporation gets to decide which carriers they choose for their residential deliveries and are using firm that does not uphold the standards to their customer care, if you want to call the treatment, I've been getting from them being deflected at every turn customer care. The ********************** contracted delivery service is the image of their company and if delivering to people's homes at 0100 in the morning, making a disturbance and violating the noise statutes of my township is the image they want to shine to the world, more power to them. As someone who manages a trucking company, if one of my customers contacted me alerting me to an issue they had with my driver, we'd handle this as a serious situation since words grow legs and that's my company's corporate image. I would not deflect my customer as the ********************** Corporation continues to do. If I were Menards, I'd be trying to find out how I can do better with my carrier and start a case of carrier improvement plans to ensure better service to my customers. ********************** has no desire to do this wants to continue to deflect the matter. They don't value my business, or they'd be handling this in a better manner, to them they make me feel like just another number that helps pay their bills and that's it. No one can be bothered to call me to apologize from the store or their head office to say they are looking at how they can do better next time, and this issue will be resolved. They continue to deflect me and hope I'll go away. I hope the BBB will mark this as a stain on their record because they are not willing to work with my issue besides doing the bare minimum to issue me a refund on the freight charges. Menards has no value of dollar or patronage as you received a generic letter response like I did, how funny.
  Regards,
  
  ******* ******

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We spent over ******* this Sumer between ****** and ***************. We ordered bathroom vanity, shower, medicine cabinet , and everything for bathroom. That was July 25th. It took 5 weeks to get it in. After it came in and the contractor got started two of the shower panels were cracked so that took another 2 weeks. The contractor got done and there was one cabinet that was too big for the space so went to return it and they said since it was over 90 days they could only give us store credit. It would be over ******* and I dont want credit. I already spent ******* there is nothing else we need. *** contacted their customer service online and the store 3 times and they say there is no way they can credit my card . It wouldnt have been over 90 days if we hadnt had to wait 5 weeks and the shower surrounds werent cracked.

  Business response

  11/14/2024

  See attached 

• Initial Complaint

  10/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/12/2024 at approximately 1pm I returned a large tile purchase and repurchased the same amount that I was returning - AN EVEN EXCHANGE.NOT ONE SINGLE EMPLOYEE AT MENARDS OFFERED TO ASSIST OR HELP ME AS I PROCEEDED TO LIFT THE ***** FOR THE RETURN OR THE NEW PURCHASE!!Instead - the lazy employees stood around smiling having conversations with their coworkers!I am beyond upset!I feel like returning the exchange purchase and just leaving it on the curb!!!!

  Business response

  10/24/2024

  See attached 

• Initial Complaint

  10/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 10/11, i bought 3 items online to pick up later at the ******** location near ** (*************)When I went to pick them up, the "gate attendant" was not pay attention, on their phone ect. I needed help scanning my phone to enter the area. After a few min of waiting, I finally said "excuse me, can you help me". The gate attendant/employee put out his hand and said "wait" as another vehicle approached the area. I noticed the other vehicle driver got out and handed the employee food "labeled Door Dash". Apparently, his food order was more important than the customer.Finally after the employee got their food/door dash order, they finally came over to help. He asked me to read the code on the email. I did. He said, he couldn't let me in because the code I read him was for a different location. I said this couldn't be the case since my receipt said "west Columbus", which was where I was. He argued with me and I finally got frustrated and left. I then went into the store, found 2 out of 3 items that I originally ordered and left. The 3rd item (concrete mix bag) I could not find because there were literally no employees I could find to ask me for help. That evening, I went home, placed an additional order for the 3rd item, the bag of concrete mix doubled check the location again. on 10/12, I went back to pick up the item. I had the same employee from the day before. He treated as poorly as before. He was busy on his phone. Instead of coming over to me to help me scan my phone and let me in, he made me back up and come to a different lane closer to him. Talk about lazy and horrible service. I like mendards because it is close to my house, however if I am going to get this kind of service, I am willing to drive a few miles down the road and go to ********** where people are happy to help.

  Business response

  10/24/2024

  See attached

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 6, 2024 my wife and I ordered new counter tops at the Menards in ****** *******. They arrived and we picked them up on October 3rd. Included with our paperwork was a notice that we could bring back the A frame the counter tops were packaged in and re use or recycle them for a 50$ store credit. The flyer even says "just simply take this to the service desk". On Monday October 7 2024 I did just that. I went to the service desk. Jumped thru the hoops required. Drove around back and had the A frame unloaded. The nice gentleman out there told me to simply go back to the service desk and get my gift card. Upon doing so the young man working ***** didnt know how to process my request and asked another lady there. She looked at my receipt and denied my gift card. She was extremely rude and told me "she wasnt going to give me any money because i didnt pay for them". I explained that her company gave me this flyer with a bar code on it to scan becaue NOBODY pays for the packaging. She again rudely said i was getting nothing back at which time i told her i should have just set it on fire and left.

  Business response

  10/21/2024

  see attached 

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a linen cabinet on 8/16/24 that was supposed to be delivered within two weeks. On 8/29/24, I found out that my order had been canceled on 8/21/24 without notifying me, and they had reordered a cabinet with the hinges on the wrong side. On 9/1/24, two full weeks after my original order date, they reordered again and said I would have the cabinet by 9/16. I have contacted them multiple times with no resolution. The latest was that it was supposed to be there on 10/3. It is now 10/7 and it still isn't there, and they are not responding to me. I have a very angry client with an unfinished bathroom, and I need this resolved immediately.

  Business response

  10/21/2024

  see attached

  Customer response

  10/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I placed ONE order for this cabinet, not five as stated in the business' response. My original order was cancelled by them (Menards) without notifying me, they reordered the cabinet incorrectly and then when I found out about it, they reordered it with the correct hinge placement. So, that statement is completely false. They did refund for one cabinet, however, I received an email two days ago advising that I will have to personally make a trip to their store to refund a replacement cabinet, and that if I don't come in with a physical card present, they will not refund me. My purchases were made online, but they want me to waste additional time on this matter that should've been resolved months ago in order to receive a refund for a product I never received? That is not an acceptable resolution for me.
  
  Regards,
  
  ******* ******

  Business response

  11/01/2024

  See attached

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a garage kit from Menards with blueprints. The kit ordered was missing almost a thousand dollars in needed supplies so the quote they gave me was incorrect. I ordered the needed supplies and moved on as a ****** learned. I paid an extra 499 for the blueprints. The blueprints ended up being faulty and not to Ohio code. The blueprints were missing several structural braces. They were missing so much, that the city of ***** inspector advised me that the garage would not structurally hold up to weather and advised me of the extra bracing that was required by the state of ****. These are codes that have been in effect since 2007. I reached out to Menards about the faulty plans and missing supplies and pieces. The general manager (****) at store number CLEV30125146 responded to my concerns by stating it was my fault for ordering a garage kit from Menards. They only sell the kits, and are not responsible for anything after they are sold. He followed up with they sell ne every 2 weeks and I am the only one with issues so there's nothing he can do for me. I reached out to corporate through email and they responded to me by email that they are not architects nor engineers. This is proven by the blueprints they sent me. I requested just the money for the blueprints and they have yet to respond to me.

  Business response

  10/21/2024

  See attached

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  9/29/24 I went to Menards in **************, IN to look for an indoor ceiling fan with LED light. We looked through the aisles for one we could afford and found one listed for $69.99 and it looked like a nice fan for the money. When we got home, we installed it in our bedroom. I am very accustomed with working with electricity so I had no problem installing it. When it was fully installed, we followed the instructions on what buttons did what on the remote. We got the light working with no issue. When we tried to turn the fan on, it would only move about a centimeter one direction and then would come back in place. No matter what I did, it wouldnt work. I manually turned the fan blades to make sure nothing was stuck. The blades moved effortlessly when I pushed them with my hand. I rechecked the wiring and it was all good. We uninstalled the fan and went to return it to Menards. They told us that since it was on clearance, they would not take the return. There was no indication on the tag on the shelf listing $69.99 as a clearance item. Once we looked at our receipt, we did see it rang up cheaper, but nowhere on the receipt did it say it clearance. The only way we knew it was clearance was when we took it back to the ************ told us. We also had no idea that they dont take clearance items back. Even if we had known it was clearanced, we would have had no idea of that policy because we did not see a sign anywhere about it until the customer service employee pointed it out today. Its in a very terrible spot that doesnt catch your eye. I have tried calling customer service but keep getting directed to their website. I tried to file a complaint on the Already Installed option and it wants me to print out a form and mail it in. I do not have a working printer and I do not think its fair that I would be expected to print it out, mail it in, and wait for however long it takes them to respond. Severely disappointed because Menards used to be my go-to store.

  Customer response

  10/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I was able to work with a manager at the Jeffersonville Menards location and he has resolved the issue. I am satisfied with the results.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  Alexa Pipes
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩