Menard, Inc.

Thank you for giving us the opportunity to respond to Mr. [redacted]'s concerns.I am sorry that Mr. [redacted] is unhappy with Ihe refund he received. The refund policystates that any gift cards, rebates, manufacturer's coupons, etc. used as partial payment for apurchase arc refunded first as in-store...

cred it with the balance being returned to other forms oftender, in this case Mr. [redacted]'s debit card. Since he was refunded S50.00 as amerchandise credit and the balance to his debit card, the return was handled properly and inaccordance with the posted return policy.We value Mr. [redacted]'s business and appreciate his understanding in th is matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have already replaced the sink, now they sent a replacement, without reading my other messages. I needed this sink over a  month ago, so when I didn't hear from the company I had to go get one. I would like my money back and they can have the sink they sent me back. Its has taken them too long to finally get back to me.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Thank you for giving us the opportunity to respond to
Mr. [redacted]'s concerns.I am sorry that Mr. [redacted] was unhappy with the rebate
he received. Unfortunately, we do not have access to the rebate clearinghouse's
records. Please ask Mr. [redacted] to send readable copies ofhis cash register
receipts for...

any transactions on which he feels he is owed additional rebate
monies to my attention at the address shown below. We will then be better able
to address his concerns.We
value Mr. [redacted]'s business and appreciate his cooperation in this matter

Thank you for giving us The opportunity to respond to Ms. [redacted]'s concerns.I am sorry that Ms. [redacted] was not able to purchase the 7 1·quart tote at the price she wanted.I have been unable to locale a 7 10 quart Bella tote in our inventory. Please ask Ms. [redacted] 10send a readable copy of her...

receipt and the corresponding advertisement from Staples. Wewill then be better able to address her concerns.We valuc Ms. [redacted]"s business and appreciate her cooperation in this matter.

Thank you for giving us the opportunity to respond to Me [redacted]"s concems.I am sorry that Mr. [redacted] is unhappy with his countertop and vanity. In order to investigate hisclaim, we need a copy of his proof of purchase and specific information regarding thedamage to the vanity and the pictures showing...

any other discrepancies. Please ask Me [redacted]10 send the requested information to my attention at the address listed below.We value Me [redacted]'s business and appreciate his cooperation in this matter.

Thank you for giving us the opportunity to respond to Mr. [redacted]'s concerns.I am sorry that Mr. [redacted] was unhappy with tile options for using the rebate he received.Please understand that we make every effort to ensure that the consumer is aware that therebate can be used in- store only. It is...

printed on the rebate submission form and on thewebsite that the rebate is an in-store merchandise credit.We value Mr. [redacted]'s business and appreciate his understanding in this matter.Sincerely,[redacted]

Thank you for giving us the opportunity to respond to Mr. [redacted]'s ongoing concerns. I am sorry if there was any misunderstanding regarding Mr. [redacted]'s complaint, however, rebate submission forms are available on-line and at our stores. As a one time, goodwill gesture, we will send the additional $3.30 as he requested directly to him.

Thank you for giving us the opportunity to respond to Ms. [redacted]'s concerns.I am sorry that Ms. [redacted] was unable to purchase the toddler's snow pants she wanted. Wealways try to have adequate stock on hand for sales and promotions. Unfortunately,sometimes sales exceed our projections and the...

product may be depleted or sizes limitedbefore the end of the sale. Since this is a seasonal item, we may not be able to supply Ms.[redacted] with the size she wants this season.We value Ms. [redacted]'s business and appreciate her understanding in this mailer.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find...

that this resolution is satisfactory to me. 
Regards,
Denise [redacted]

I am sorry that Mr. [redacted] was unhappy with the blinds he purchased. Unfortunately, there is not enough information for us to intelligently address Mr. [redacted] concerns. Please ask him to send a readable copy of his special order contract and any supporting documentation he may have to my attention...

at the address listed below, so we can research and respond to Mr. [redacted] claim.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Thank you for giving us the opportunity to respond to Ms. [redacted]'s concerns.I am sorry that Ms. [redacted] is unhappy with the decking she purchased. It is ourunderstanding that Ms. [redacted] has bcen oncrcd replacement deck boards. Since thewarranty holder is working with Ms. [redacted] to resolve her...

claim, wc would respectfully,request thut they be given time to accomplish th is.We valuc Ms. [redacted]'s business and appreciate her cooperation in this matter.

Review: A couple months ago I purchased an area rug. It started to shed. The loops were actually coming out of the rug in large quantities. I’m certain I’m not the only customer who has returned this style rug because it’s defective. We've had a hard winter in [redacted]. I am ** years old, with a problematic knee replacement. It is hard enough to make my way over the snow and ice not carrying anything. I am very afraid of falling. Imagine how difficult it would be carrying a large rug. I waited until the ice and snow cleared (especially the mound over the curb) and I returned the rug March 9th. Despite the fact that the rug is defective, I could only get an in-store credit. It’s not as if I decided I don’t like the color, or it didn’t look good with my furniture. The rug is defective – literally falling apart. The clerk and [redacted] could see it was defective, and agreed it was. So Menard’s sells a defective product, and holds the loyal customer’s money hostage. I spoke with [redacted] who told me they can’t override the cash register. Apparently Menard’s doesn’t trust its managers to make case-by-case decisions. This is a terrible way to treat customers – because the product was clearly defective.Desired Settlement: I would like Menard's to issue a refund check to me in the amount of $117.72 as soon as possible.

Business

Response:

Thank you for giving us the opportunity to respond to Ms. [redacted]'s concerns.I am sorry that Ms. [redacted] was unhappy with the rug she purchased last November. Asstated on every cash register receipt, returns made after ninety days from the date of purchasearc refunded as an in-store merchandise credit. We have a wide selection of area rugs andthe merchandise credit can be used to purchase another rug of her chose, or any othermerchandise in our store. In keeping wi th our return policy, we cannot offer cash back forreturns after ninety days.We value Ms. [redacted]·s business and appreciate her understanding in this matter.

Consumer

Response:

Review: I am shocked and appalled by Menards' culture of disrespect for it's customers. I am also appalled by the sloppy workmanship(?) of your subcontractor Midwest Manufacturing. They have apparently followed in Menards' culture of thumbing their noses at their customers after they have gotten their money.They proudly will not respond to legitimate customer complaints.

I have attempted to get Midwest Manufacturing to repair/replace a set of interior double doors they built for my home for approximately a month. As of this date I have made dozens of pleas to Menards managers as well as Midwest manufacturing....to no avail. Midwest Manufacturing will not communicate with me at all. They respond to all of my pleas and complaints with a canned email that states: " (we) respond in writing only via US Mail regarding all claims. You will receive a response from them in a timely manner. As I stated in one of my complaints, their canned responses are unacceptable and disingenuous.

As of this writing I have been waiting 12 days (tommorrow/Sunday will be day13) for them to respond since the day I gave them the pictures and measirements (via email) that they had requested. They not only have not responded via U S mail, but they no longer bother to even respond to my emails.

I have explained in my complaints that one of the double doors is at least 1/4 inch lower than it's frame and other door. The other door was never mortised/routed for the faceplate of the lockset. I had a carpenter (who live 60 miles from my home) install the double doors as well as 4 other interior doors in my home. The four other single doors were purchased at Lowes and they were perfect. As he was installing the double doors he asked me where I had purchased them. when I responded menards he immediately stated that he used to buy menards doors and wood products, but he became dissaponted with their quality.

He will no longer buy at Menards. He stated that he has become a "Home Depot man". He stated that their products are much better and their service is far beyond Menards. Little did I know at that time that I will no longer buy at Menards. I was overjoyed when Menards built it's first store in the detroit area! I used to love Menards so much that I would travel over 50 moiles to shop at yopur Jackson, Mi store.

I have complained to your [redacted] to no avail. The last time I talked to him, he also seemed frustrated that Midwest manufacturing was not responding to his phone and email queries. He now refuses to return my phone calls!!!!!!!!!! I have also talked to one of his subordinate managers (I beleive his name was John) a couple of times, to no avail. He now refuses to return my phone calls!!!!!!!!!!!!!!!

What is a Menards customer to do????????????????????

My house has been in a construction mode for over a month now, waiting for Menards and/ or Midwest manufacturing to fix this problem. I have 6 interior doors unpainted, as well as casings and mouldings! All 6 doors have no handle hardware installed. I have a painter on hold until new doors replace the defective double doors. If you have ever had your home in construction/unfinished mode you know that it creates a lot of stress. Menards has become a bad word in this house. My wife is ready to divorce me over this! We are both seniors with heart problems and this situation has caused ouir blood pressures to skyrocket!!!!

I spend my days waiting for the mail to come, no letter from Midwest manufacturing, calling Menards, emailing complaints to Midwest manufacturing and Menards................and now spending my Satrurday composing another complaint letter!!!!!!!!!!!!!!!!

I am a retired Postmaster of a large city. I was a manager for almost 30 years. If I or any other member of my management team had treated customers like this, we would have been looking for new jobs!

I have attached copies of several of the emails I have sent in an effort to be made whole. I think you can agree that this has gone too far. I hope with all my heart that you don't condone the sloppy workmanship and lack of caring shown by members of your management team as well as your subcontractor.

Please have some compassion and understanding, and act like a responsible company, and fix this problem immediately!!!!!!!!!!!!Desired Settlement: I WANT THE DEFECTIVE DOORS REMOVED IMMEDIATELY, AND REPLACED WITH DOORS THAT ARE MANUFACTURED PROPERLY AND FIT PROPERLY.

Business

Response:

I am sorry that Mr. [redacted] is unhappy with the doors he purchased. According to thecomplaint submitted by your office, Mr. [redacted] filed his complaint on 3/ 19/15. We werenotified that new doors were ordered on 3/25/15 and are being shipped to the Menards[redacted] location. They were also schedulcd to be delivered to his site.We are very sorry for the inconvenience and I trust this will rcsolve Mr. [redacted]complaint.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

THIS SITUATION HAS BEEN GOING ON FOR 2 MONTHS!!! I STILL DO NOT HAVE THE NEW DOORS!!!! MENARDS WEBSITE SHOWS DOORS "PARTIALLY SHIPPED" (??????????)TO [redacted] MICHIGAN STORE ON 4/5. NO CALL OR EMAIL FROM THE MENARDS [redacted]!!!!!!!!!!!!!!!!!!!!!!!!!!!! EMAILED HIM YESTERDAY.....NO RESPONSE!!!!!!!!!!!!!!!!!!

Review: Menards offered Ondura Corrugated Roofing Sheets on sale in their weekly flyer. When I went to the store to purchase the product in Germantown, WI I was told that it is not stocked and would need to be special ordered (it is never stocked in the store) and charged an additional "handling fee" of $8.99 for the transaction. If an item is promoted it should available without an additional fee or that fee should be disclosed in the advertising.Desired Settlement: Menards has a responsibility for true in advertising. The ad was deceptive, I would never have driven to the store to make a purchase had I know it would need to be special ordered, pay an additional fee and have to return to the store again to pick up the roofing. I wasted time and money due to their failure to provide the information upfront.

Business

Response:

Thank you for giving us the opportunity to rcspond to Mr. [redacted]' concerns.I am sorry that Mr. [redacted] was unhappy with the handling fee charged on a special order.Please understand, this is a "per unit" packaging fee, which would cover up to the numbershipped on a pallet from the manufacturer. This fee is to ensure that the product is notdamaged during shipment.The printed advertising very clearly states that the panels may need to special ordered if theyare not carried in stock. We believe the advertising is very clear and not deceptive in anyway.We value Mr. [redacted]' business and appreciate his understanding in this matter.

Review: Purchased 10x14 shed with pre-mfg framing members. Had all products delivered on semi paying for delivery charges. Construction started on the shed and we had found that the 8 -10gable frames shipped were mfg using 2x4 that should have been used for pallets and not building materials. The 2x4 had very little surface to nail to. The framing member are connected with metal connector plates: each gable frame makes up the floor joist, wall framing on both sides and rafters on the gable roof. The contractor notified me and my husband these are bad and I contacted the local Menards making contact with [redacted]-local mgr. I was told to complete an Installed Guest Complaint form since the shed was already being built. I completed the form and also took photos sending them to the local store by email and to the Menard Main office in WI. I later found out that Midwest Mfg a subsidiary of Menards is who built the gable frames. The local mgr agreed substandard material was used in building the framing members but no one from Menards would come out to see what the issues were. The metal fasteners were not blocked off as they should have been to protect injury in walking in the shed so it was necessary to cut some of the fasteners to prevent injury. We followed the directions by Menards by completing the complaint form and now Midwest Mfg is saying we should have exchanged the replaced the product prior to installation. Keep in mind this was delivered on a semi truck. If I had a way to get it to the house I would have not paid for deliver. Menards/Midwest Mfg will not take telephone calls nor will they compensate us for the 8-2x4 framing members at a cost of $312.00 and $200.00 for extra construction and delivery. $512.00. The roof sheathing is also bowed due to the 2x4 rafters that were not level due to inferior wood used. I customer would have to assume that if Menards subcontracts items out to be built and then delivers them that the product would be acceptable and not substandard. Menards/Midwest mfg built these framing members with lumber that should have been burned and not sold to the public. Midwest Mfg , 5311 Kane Road, Eau Claire, WI 54703-9624Desired Settlement: Looking for reimbursement of $512.00. Shed material cost $1440.65 which did not include labor or $700.00.

Business

Response:

Thank you for giving us the opportunity to respond to Mr. [redacted]'s concerns.I am sorry that Mr. [redacted] was unhappy with the framing material for the shed hepurchased. According to Mr. [redacted] complaint, the contractor notified him beforeconstruction began that he did not feel some of the framing material was acceptable. Anylnacceptable material should not have been in stalled, but rather returned !to be exchanged orthe delivery refused. We cannot offer compensation for materials Mr. [redacted] chose tokeep.We value Mr. [redacted]'s business and appreciate his understanding in this matter.

Consumer

Response:

Review: Order #: [redacted]

Transaction ID: [redacted]

Register ID: **

Store Number: [redacted]

USA

Description Quantity Status Price

Swan Granite 33"W x 22"D Double Bowl Kitchen Sink

Model Number: QZ03322RL-077

I ordered this sink online, it was delivered 2/12/15 and when I opened the box the sink was cracked almost in half. It is still wrapped in the plastic in came in. I haven't been able to get ahold of a customer service rep from Menards. When I ordered the product online, my shopping cart told me it would be a display model taken from the Lincoln, NE South store and shipped to me from there. Instead it shipped from [redacted] Store # [redacted]. Since I couldn't contact Customer service, I called the [redacted] south store about the damaged product. I live 1 1/2 hours away from the store, they told me I could drive there and bring the damaged sink back and get a new one. I paid to have this shipped so I would not have to drive all the way to the store. I am remodeling my kitchen and was waiting on the sink so it could be put in as soon as I received it. Now I am without a sink, and have to take the time to drive all the way to [redacted] to fix what they did. No reimbursement for shipping or my trouble and waiting time for the sink was offered by the Lincoln south Store. I was also told to have another one shipped it would take 30 days.Desired Settlement: I would like a refund on the shipping and to have another sink delivered, there should also be some reimbursement for all the trouble I have had to go through.

Business

Response:

I am sorry that Ms. [redacted] experienced a problem with the granite sink she purchased. Itis my understanding that our online sales department has been in contact with Ms.[redacted]. They have arranged for a replacement sink to be shipped directly to her.I trust that Ms. [redacted]'s file can be closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I have already replaced the sink, now they sent a replacement, without reading my other messages. I needed this sink over a month ago, so when I didn't hear from the company I had to go get one. I would like my money back and they can have the sink they sent me back. Its has taken them too long to finally get back to me.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Business

Response:

Thank you for giving us the opportunity to respond to Ms. [redacted]s ongoing concerns.

Review: I ordered custom interior doors from Menards.com, for pickup at the Menards in [redacted]. The vendor, Midwest Manufacturing, built the doors to the wrong specifications--they were to be 68 inches wide, but they were built 70 inches. This made them too wide for the space.

A manager of the [redacted] store ([redacted], no last name provided) agreed to refund $200, which would cover the cost of labor to cut the doors to the proper size. Though I felt it was a lowball offer, I accepted, as I was anxious to have them installed. (It's worth mentioning here that the doors arrived two weeks later than initially promised.)

I hired a licensed contractor from [redacted] of [redacted]., to do the alterations and installation. Upon inspecting the installed the doors, it was discovered that the veneer of one of the doors is defective. There are many deep gouges and splinters along the front of it, including areas that are not near the alteration sites. The contractor, [redacted] (no relation), who has 20 years experience as a licensed contractor, asserts that the nature of the damage could in no way have been caused by the work he performed.Desired Settlement: I want Menards to refund the full purchase price of this defective product, or to replace the order in full, including complimentary delivery and labor.

Business

Response:

Thank you for giving us the opportunity to respond to Mr. [redacted]"s concerns.I am sorry that Mr. [redacted] was unhappy with the doors he purchased. Please ask Mr. [redacted] tosend a readable copy of his special order contract without the receipt covering the orderdetails to my attention at the address li sted below. We will then be better able to address hisconcerns.We value Mr. [redacted]"s business and appreciate his cooperat ion in this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regarding complaint [redacted]: I'm writing to note that I'm not "satisfied" with Menards' response, although their invitation to reconsider my case is appreciated. I will be following up with them, but please don't close this case.

Review: My mother, goes to Menards for everything. Remodeling the kitchen, new mower, faucets and even light bulbs. So naturally we went to Menard's when it was time to remodel her kitchen.

She had a contractor come in measure and then took those to your Lafayette store in order to order the doors.

At that point, the process had a problem. Well, several. Some of the measurements from the contractor were wrong. So we understand we are responsible for that. But some of the pieces ordered from your team were the wrong size. The corner cabinet doors that were supposed to be hinged, were instead ordered as 2 single doors, and they didn't work. If the employee had done their job from the start then we would have received the correct doors. This just goes to show that throughout the entire processed it was obviously an inexperienced person on the store side working on this order which lead to lots of issues and ultimately, these mistakes. The wrong hinges were sent. The 2 doors under the kitchen sink were the wrong size complete, even though the measurements were correct, they were cut wong.

We contacted the store directly but were told that we would have to pay a huge restocking fee, even for the ones that were the fault of either the manufacturer or your store employee. Needless to say she is very disappointed, as am I. She is a school teacher with not very much money and she saved to do this project. When all was said and done she spent nearly another $700 no top of what she originally had budgeted.

I am hoping there is something someone can do by looking into this and seeing why there was a mistake and we are being charged for it. The people didn't do their jobs and basically stuck us with the bill.

I also contacted Menard's at their corporate email but eventually I was told the store manager would be in touch to "help" me - and I never heard anything. I also emailed them to let them know that this was the case and it was still ongoing, and have not received resolution. I have those emails.

Thank you for your time.

[redacted]Desired Settlement: She would like to receive credit for the bad doors, and NOT have to pay the 30% restocking fee. The contractor still has the doors. So we would like to return them and get our money back. We already paid for the new doors. We just want to return the defective ones, and the defective hinges - and be done with this.

Business

Response:

Thank you for giving us the opportunity to respond to Mr. [redacted]'s concerns.I am sorry that Mr. [redacted] was unhappy with the cabinet doors his mother ordered.Unfortunately, there is not enough information included in the complaint for us to researchthe situation. Please ask Mr. [redacted] to send readable copies of the special order contractand the receipt for the cabinet doors to my attention at the address listed below. Also pleaseindicate how the doors they received differed from what was on the order. We will then bebetter able to address this concerns.We value Mr. [redacted] 's business and appreciate his cooperation in this matter.

Consumer

Response:

Review: I purchased a push lawn mower at the Baraboo, WI Menard's location. After getting it home and setting the mower up I started the mower. The mower would start and run for a short time before stalling and not re-starting. After allowing the mower to sit and cool down for about 30 minutes I was again able to start the mower but the same problem happened again. I returned to the store with the mower hoping to exchange it for the exact same mower. I was told since I put gas and oil in the mower I would need to take it to a repair shop and have it looked it. The only repair facility they would let me take it to per a pre-arrangement made by the store was a 45 minute drive from my house and a solid 30 minutes from the store. I told them this was unacceptable as I had just purchased this mower a few hours prior and it does not operate. I find the policy of them not taking returns due to gas or oil put in it to be ridiculous. I am not sure how anyone is supposed to know how a gas powered piece of equipment works without first putting gas in it. I called the other similar stores in my area (i.e. Blain's, Home Depot, Lowe's, and Fleet Farm) and all stated they allow returns on such items even after fuel has been put in them, as they would give an exact replacement and send the defective equipment to the manufacturer. It also turns out when I called to schedule an appointment with the repair shop Menard's had given me they had a two week wait period before being able to look at it. This of course is not the repair shop's fault but I did not purchase a lawn mower brand new out of the box to have to wait two plus weeks to be able to use it to mow my yard.Desired Settlement: I would like Menard's to review this policy and possibly change their return policy on such items. If you are not willing to exchange a mower that is brand new and not operational with one that works than perhaps you should not be selling them.I am currently waiting the two weeks to even get the mower looked at and will have it fixed at that time. I would ultimately like a replacement one but that clearly won't happen so I won't hold my breath. I have spent my last dime at a Menard's store!

Business

Response:

Thank yo u for giving us the opportunity to respond to Mr. [redacted]'s concerns.J am sorry that Mr. [redacted] experienced a problem with his lawn mower. Once they havebeen used, all gas-powered products must be taken to a manufacturer" s authorized servicecenter for inspection. Any problems found due to a defect in workmanship will be repairedunder warranty at no charge to the consumer. This inspection is required, not only to ensurethat there has been no abuse or neglect to the machine, but also to ensure that the product wasassembled and is operating per the specifications of the manufacturer.If the authorized service center deems the product has a manufacturer"s defect that cannot beeconomically repaired, a refund , or replacement, will be offered at th at time.We value Mr. [redacted]"s business and appreciate his understanding in this matter.