Menard, Inc.

Review: While recently reviewing menards receipts, I remembered that I had submitted rebate requests for several receipts. One set of rebates was mailed off 3-4 weeks ago while first set was mailed off April-May. I know it takes 6-8 weeks for processing, however, I should still be able to look up and verify that you've received them on the second batch and the first batch should have already processed. I went to the track rebate online from the menards website and the only rebate that shows up was a rebate I submitted and received back in March. I do not have copies of the rebate receipts themselves, just the original sales receipts, so I cannot track them by tracking number. I have looked everywhere on the website and cannot find anyplace to reprint the rebate receipt, just the original sales receipt. I can provide copies of the original receipts, or can give you my billing information and the last 4 of my CCard and you can pull them up in your system.I do a lot of business with menards and am getting ready to start a home remodel project, with menards being the pick for appliances and supplies, but am becoming very hesitant on making such large purchases there in the future if they won't follow through with a simple rebate. I'll gladly pay higher someplace else and know I'm taken care of.Desired Settlement: Status update on the rebates and the proper amount disbursed.

Business

Response:

I am sorry that Mr. [redacted] did not receive his rebate in a timely manner. I have contactedthe rebate clearinghouse on his behalf and have found that a rebate was issued to him on8/ 18/ 15 (credit check #6117654966). All rebate submission forms state to allow six to eightweeks for processing. If Mr. [redacted] has other rebates that he has not received, please askhim to send readable copies of his cash register receipts (including the transactioninformation on the bottom) to my attention at the address listed below. I will investigatefurther if it has been eight weeks since the final allowable submission date.

Review: Horrible experience at eau claire West side store. The parking lot is torn up and not properly marked. I was leaving the parking lot and went over a patch that was atleast 4 inches removed making me lose my $40 of PVC. By the time I was able to turn around merchandise was missing. Manager was aggressive and was not helpful. Please properly fix or mark your parking lot.Desired Settlement: Would like to be reimbursed for merchandise do to being caused by parking lot

Business

Response:

I am sorry to hear about the situation Mr. [redacted] described. I am unaware of any unmarkedrepairs being done at our Eau Claire West location. The real problem would seem that Mr.[redacted] did not properly secure his load and did no notice it was lost for at least enough timefor someone else to stop, load it up, secure it and drive away. There is no evidence tosuggest that all this even happened on our premises.

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.

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 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: 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 BOUGHT FLOORING ON 12/21/15 TOTALING $1027.54. I PAID FOR IT WITH THREE GIFT CARDS AND THEN A PERSONAL CHECK FOR $852.54. I RETURNED 10 CASES TOTALING A RETURN OF $148.10. THEY TRIED TO CREDIT ME BACK ON MY GIFT CARDS.. WHICH I DIDN'T HAVE BECAUSE THEY WERE GIFT CARDS. THEN THE WANTED TO ISSUE ME A IN STORE CREDIT. I AM DONE WITH MY PROJECT AND WANTED MY CASH BACK. NIGHT MANGER JASON WOULDN'T HELP, THEN I CALLED AND TALKED TO THE DAY MANAGER ERIC AND HE WOULD NOT EVEN BUDGE. I THINK THAT IT IS ODD THEY WON'T GIVE ME MY CASH BACK AND THAT THEY ARE TRYING TO CREDIT PEOPLE'S GIFT CARDS BACK.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I WOULD LIKE MY CASH FOR THE THE PURCHASE I MADE, I WOULD LIKE THEM TO STOP CREDITING PEOPLES GIFT CARDS BACK (THAT IS GOING TO CAUSE A LOT OF ISSUES AS IT DID FOR ME)... BUT AS FAR AS MY WIFE AND I GO, WE FEEL THEY DO NOT APPRECIATE OUR BUSINESS, WE WILL SHOP ELSEWHERE AND SPREAD THE WORD.

Business

Response:

Thank you for giving us the opportunity to respond to Mr. [redacted]s concerns.I am sorry that Mr. [redacted] is unhappy with a merchandise credit check for his refund.Our return policy states that when allowable merchandise is returned within 90 days with thereceipt, a refund wi ll be issued based on the original form of payment. When gift cards and acheck or cash are lIscd as payment, allowable returns will be issued to the gift card, up to theoriginal amount of tile gift cards used. The remaining amount will be refunded in cash. Ifthe gift cards arc not refundable or if they arc not available at the lime or the return, amerchandise credit check will be issued for that amount. As merchandise credit checkscannot be redeemed for cash, we cannot offer Mr. [redacted] a cash refund for the amount ofthe gift cards.We value Mr. [redacted] business and appreciate his understanding in this matter.Sincerely,

Consumer

Response:

Review: I have two issues with this store in the last month.The first one is they shipped the wrong screw to my contractor for a roofing job. They did nothing to help the contractor get the correct screws until I called and complained. It took over 9 days to get the screws that they had in stock in Eau Claire. I called and spoke with one manager and he told me they would be here on 11/14. The original shipment came to my house on 11/2. I called back and talked to another manager who said they would be on a truck that night and get here hopefully the next day. They lied to me and my contractor and did nothing to help til I complained two time. Plus their corporate office did nothing to help me except hang up on me when I needed to get the issue resolved. The second issue is with an special order My husband and I placed for bathroom tiles. I received a call they were on back order and would be in the middle of November. So I called today and was told they came in 11/5. I never received any notification that they were in. they have been sitting at the store for 2 weeks. The Special order I was told the first time is in and the second time I called to talk to a manager was told it is not in. The webside says the product is in. I have no clue how two people in 10 minutes can tell you two different thing.Desired Settlement: They say they are dedicated to service and quality and they have delivered neither. As of today 11/21 my roof is still not done. We are now three weeks behind. And I have no clue where my special order is.I deserve a credit for the incredible amount of time and inconvenience they have cause me.This store can caused me so many issues with two different items and so much stress!!!I between my contractor and myself I spent $6200 on product.

Business

Response:

Thank you for giving us the opportunity to respond to Ms. [redacted]'s concerns.I am so rry that Ms. [redacted] was unhappy with her experience at our Germantown location.According to our records, we requested an email address for notification purposes and nonewas given. Therefore, Ms. [redacted] was not notified when her bathroom tiles came in.However, she could have tracked her order on-line, or called to verify her order status.While we are very sorry if the vendor sent the incorrect screws for the steel roofing, itappears as though the store reordered them for immediate shipping. Wt:, sincerely apologizefor any inconvenience.We value Ms. [redacted]'s business and appreciate her understanding in this matter.Sincerely,

Review: We purchased 18 trusses from Menards. Midwest manufacturing is the company who made them and sells them thru Menards. We had them delivered to our home. We had paid roofers at our home ready to install them upon delivery. When they arrived and were being installed, we noticed several were bad quality. 8 of them in all were not suitable to be sold. They had huge knot holes making them weak, several had huge cracks in them running all the way up the entire sides of the truss. This makes them unsafe. Some had half the wood missing, again making them unsafe. out of the 8 that were messed up 4 were unsafe. The roofers installed them and told us to contact the warranty that they would need to be *beefed* up with other wood to make them safe or they would need to be replaced. We put our addition on hold and contacted Menards and Midwest Manufacturing. We were hoping to get the bad ones replaced or at least refunded so we could go ahead and buy the wood to beef them up as we were told to do in order to make them safe. Now Trusses hold up the weight of the roof. These need to be good quality and strong. We spent over $1500 on these trusses and were asking for like $400 back or replacement. We waited a month to get this resolved, and nothing. Menards told us, it was not their problem that Midwest manufacturing was responsible. I contacted them by postal mail and by email. I sent them pictures documenting everything. I was told they would get a hold of us in a timely manner and it has been 3 months now. We had to continue on with the addition to our house as we need it done before winter. I feel that Menards should be held responsible if their associate company isn't upholding their product warranties or quality issues. I plan to also make a complaint against Midwest Manufacturing. I have contacted Menards and have been told 4 times by them that they wont do anything, that Midwest manufacturing is to blame.Desired Settlement: I had originally wanted the trusses to be replaced but now 3 months later with the house addition held up for a month we had to continue. So we had to fix the unsafe trusses at our own expense. out of 8 damaged we are asking to be refunded for 4 of them that were extremely unsafe. $400.

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 some of the trusses she purchased. It is myunderstanding that Midwest Manufacturing, the warranty holder on the trusses in question,have contacted Ms. [redacted] and have offered a $400.00 price adjustment on the trusses. If Ms.[redacted] approves Midwest Manufacturing's offer, the price adjustment will be issued.We value Ms. [redacted]'s business and appreciate her cooperation in this matter.Sincerely,

Review: I purchased merchandise at Menards that came with rebates. I sent in the rebates and kept copies as Menards suggested implying that if you don't receive the rebate you could use your copies to get a duplicate sent. I never received the rebates which totaled $36.00 in merchandise credits at any Menards store. I contacted Rebates International (http://www.rebateinternational.com) which handles all the rebates for Menards. They appear to be a division of Menards with same mailing address. They claimed that the rebate was stolen but will not replace it even though they have no proof I ever received the rebate. Their emails are attached. Since I never received the rebate and indeed offered the company proof that it was unlikely I received the rebate I feel that I am entitled to a replacement credit rebate. Because I never received the rebate and they cannot prove I did, If it was stolen it was stolen from them as it was never in my possession. Since it was in their possession it was their responsibility to safeguard it. They do not secure their rebates in an unmarked envelope when sent out but choose to use postcards that help others to see the value openly. Keywords: Rebates International, Menards, Justin Taylor, www.rebateinternational.com , guest services, Rebates + Menards, rebate + rebates international, unfair practices at Rebates International, consumer fraud + Rebates International, Menards Corporation + complaint, Menards.Desired Settlement: The resolution desired is to issue the replacement merchandise credit and to compensate me for my wasted time in emailing Rebates International, writing Menards corporation, and filing this complaint with the Revdex.com. $36.00 for credit 60.00 @ $15.00 per hour for 4 hours of wasted time.Total 96.00 for an early settlement before resumption of remedies. This offer will expire in time allotted by Revdex.com under their guidelines for resolutuion.

Business

Response:

Thank you for giving us the opportunity to respond to Mr. [redacted]"s concerns.I am sorry that Mr. [redacted] did not receive the rebate he requested. Please ask him 10 sendreadable copies of his receipts to my attention at the address listed below, so we caninvestigate further.We value Mr. [redacted]"s business and appreciate his cooperation in this matter.Sincerely,C~~~~

Consumer

Response:

Review: I purchased an Earthquake rear tine tiller (item number on receipt: 2701804) on April 17th, 2015. Before I purchased this tiller, I spoke with the gentleman working in Menards, and told him my needs (tilling the plot of land less than half acre), and he assured me that this tiller would work well.

When I brought it home, the first time I used it, I noticed that the tiller had difficulty breaking the soil. When it was able to break the soil, the wheels were not able to move the tiller forward, and the shaking made the equipment almost impossible to grip or guide. In order to to till the ground, I had to repeatedly till the same strip (at least 3-4 times) in order to plant the vegetables. On top of this, one of the wheel on the tiller was torn from the rim, and made the item inoperable.

I tried to return it to the store, but was told that once you add gas to a tiller engine, I would not be able to return it. This did not make sense to me since the only way you can tell if this item worked was to run it with gasoline. Anyways, they were able to provide me with a wheel so I could operate it again.

Second time I used it, it still had difficulty to break the soil, and frankly, this machine was not able to break the soil down enough to plant, and I had to manually use a hoe to break the soil down further. This greatly inconvenienced me because of the time I wasted with this equipment, I missed the optimal time to plant the crop in my garden.

Third time I tried to use it, the tiller tines stopped turning. It has become obvious to me that this item is defective, or it does not work as it was meant to. I tried to return it, but the store manager told me that he could not do anything because I had added oil to it. He said I had to send it to the service station. I bought this tiller to plant my crops, not to have it sit waiting to be fixed.

Bottom line is, this item does not work as I was told it should by the people working at Menards. It is defective, and after using it three times, it has broken down twice.Desired Settlement: I want to return this item and receive a refund.

Business

Response:

I am sorry that Mr. [redacted]·s experienced a problem with his tiller. Once they have been used,all gas-powered products must be taken to a manufacturer's authorized service center forinspection. Any problems found due to a defect in workmanship will be repaired underwarranty at no charge to the consumer. This inspection is required, not only to ensure thatthere 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 re fund, or replacement, will be offered at that time. It appears asthough, to date the machine has not been inspected. Once Mr. [redacted] takes his tiller to theservice center for inspection, we will assist in expediting any necessary repairs.

Consumer

Response:

Review: On 4/23/15 we went to the Menards Store #3112 at 3500 N 27th street in Lincoln NE to purchase a chain link Double Drive gate set.

We went to the yard and looked for them in stock and found only one single gate panel. When we went inside to request to order some we were helped by sales agent 52877, I did not get his name. After looking it up in your inventory he told us there were 4 in stock. After prolonged conversation between us trying to explain we had been out there and looked through every gate we saw and we were only able to find one gate panel he "agreed to order" some for us. The reason I have it in quotes is because I don't think he did anything with it other than ring it in. That is my 1st issue.

My 2nd issue is that when he rang up the gates, which comes up with the description of Double Drive Gate w/EZ Latch sku 171-5357, he rang in two sets. It took several questions from us to get him to understand, or even ask anyone, that it included two gates and I did not need to pay $129.99 x 2..

3rd issue, he told us we would need a drop rod and that there was not one in stock and that he would order one in and we'd get a call in "a week or so" when that was in. The sku that employee rang in on his own and without showing us what he was ordering was sku 173 1362. Another issue I will get to later.

4th issue, 17 days later, having not received any calls we went to the store to check on the order. When we had our order scanned we were told the gates and latch kit were in stock and that inventory showed one drop rod and she hoped it was correct because it also showed as a discontinued item. So no call, and no hold on the one piece that was supposedly ordered for us. Thanks, Menards.

We drove into the pick up area to at least get our gates and they were not in the slot for sku 171-5357. After speaking with a yard worker, he sent the building materials manager out to help us. We explained to the manager, Luke, what we were looking for and the fact that the gates in our slot were smaller walk thru gates. After looking through them himself and confirming they were not there he commented " Let me think of one of the dumbest places they could be because some new guy probably put them away". Wow! Is that something a manager should say to a customer even if it is the truth? And if that is the truth and is a known concern why are you letting new guys put inventory away without any controls or oversight in place?? That would now be my 5th issue with this purchase. Before Luke left to look for the misplaced gates we had him review our order for the other two items. He informed us that they were inside and directed us to the appropriate area.

One thing went as planned!! The drive gate kit, sku 171 5512, was in stock exactly where he said it would be.

Unfortunately, issue #6 came right behind that. We could not find the drop rod, sku 173 1362 we had been sold. We asked yet another associate (who works in the building materials dept) if he could help us and he quickly pointed to a metal rod that was priced at $12.47 and was not the same sku number. When we pointed out the difference in number AND price (we were charged $29.99) he took my picking list, walked away and did who knows what, came back and pulled the price tag off the shelf, said it was wrong and what he gave us was in fact what we purchased. We again questioned the difference in sku numbers and price, was assured that what he gave us was correct and what we'd ordered and went to check on Luke's progress of finding our gates. Still not believing that the drop bar we were told was the one we ordered was correct we had the item priced for us by another associate. Imagine our surprise when it rang up at $12.47 with a different sku number than what was on our picking list. Exactly what we questioned when it was handed to us and the tag was removed from the shelf with the claim that it was wrong. If we had not continued to question it and looked into it further on our own we would have walked out with something that cost less than half of what we paid for. Sadly, it turned out that it was actually the right piece, the first sales person # 52887, rang in the wrong item. So this is a two for one issue, the wrong item was rung up and when we as customers questioned it, the guy helping us today didn't even look into it. I didn't get his name but there were only 4 names listed on the TV as ready to help us so it shouldn't be hard to figure out. I'm fairly certain he will remember this situation as I called him out on it in front of other employees. One of which was Dale, who is the only person that provided any help to us today. So rule out the manager Luke and Dale and you should be able to figure it out.

Thank goodness for Dale. He was not involved in helping us and actually came over to offer his assistance when I was asking the other guy why he didn't listen to our questions on the sku/price difference and basically lied about it by tearing the tag off and took ownership of helping us. The very first time he looked at our picking list he identified that the wrong piece had been ordered. Apparently chain link item have sku's beginning with 171 and wood fence supplies start with 173. With only 3 items on our list I would have thought the manager would have noticed that. Issue #7 which was also caught by Dale, we didn't even need a drop because it's included with the Double Gate purchase. Again, something I would have expected the dept manager to know.

By this time we had decided we were done doing business with you, Dale was telling us what we needed to do for our refund and was offering to walk me upfront to make sure the refund processed correctly when Luke came back to confirm that you guys have no idea where your stock is located. Please pass on my sincere appreciation to Dale. Without his help we'd probably still be trapped at your store with no true help in sight.Desired Settlement: A written letter confirming this complaint ( and recognition for Dale) was communicated to the employees involved along with assurance it has been addressed by the appropriate level of management along with an apology for the lost time and frustration it caused. We've lost two weeks time in getting our project completed and we now have to go to another store for materials.

Review: Re Rebate # 1837

On Friday March 06, 2015, I bought Two 3 Pc Hardside Luggage Set , Sku numbers of the products, Hardside Luggage Set LBL number, and Hardside Luggage Set LBL number # 6174108, Hardside Luggage Set LBL number # 6174105 , at your Kenosha location, 03/06/2015, and there was no important details of the Rebate posted at the end cap display, Nor did anyone at the service desk , Inform me of the Limitation on the number of Units allowed by the 1837 REBATE MERCHANDISE CREDIT . On March 8 th the sale ended, I retrieve the Receipts from Friday purchased from my bag and began to process the receipt & The # 1837 Merchandise form, as I read the form, I discovered restriction on March 10, 2015... Primarily, One Rebate per , I purchased two Sets of Luggage, Had your customer service personnel been aware of the purchase or rebate retractions , I could have separated my purchase , as one of these units was a Gift

Unfortunately, your 1837 REBATE MERCHANDISE CREDIT has certain limitation and retracts my receiving my $ 20.00 rebate, for my purchase 0f two 3 pc Hardside Luggage Sets

Your Menard Guest service has not performed well, the Guest service was inadequate, because 1837 REBATE MERCHANDISE CREDIT problem. I am disappointed because Menards overall customer service / Guest Services is not a consumer friendly process, Lets Start with your store, Had your Local staff been familiar with the Rebate Guidelines for 1837 REBATE MERCHANDISE CREDIT, I could have separated the purchases into two separate Transactions. At the corporate or Headquarter Level, A company of your size is doing Customer Service / Guest services on the cheap, First a receptionist answers, The Illusion of People based Customer

service, However , the Receptionist , Places you in an Automated Phone queue

, the process does not work properly for the consumer with pressing issues; I have spent my resources with you, the Customer / Guest service was not providing Efficiency and quality customer service correctly; I was wrongfully ask to written my issues and Mail or Fax them to Guess services; For something or # 1837 REBATE MERCHANDISE CREDIT was not disclosed clearly or was misrepresented; etc.].Desired Settlement: To resolve the problem, I would appreciate your providing the payment of the second $ 20.00 # 1837 REBATE MERCHANDISE CREDIT provide the credit on the Second 3 Pc Hardside Luggage Set etc.]. Enclosed are copies 3 Pc Hardside Luggage Set of my records [3 Pc Hardside Luggage Set receipts & Rebate Ticket, 1837 REBATE MERCHANDISE CREDIT documents].

Business

Response:

Thank you for giving LIS the opportunity to respond to Me [redacted]' s concerns.I am sorry that Me [redacted] was unhappy with the restrictions on the rebated item hepurchased. Rebate forms are available on-line and at the Guest Service Desk if consumerswould like to pick them up prior to purchasing the item. The rebate submission form clearlystates that there is a limit of one 520.00 rebate per "person and/or address ."' Mr. [redacted]seems to imply that if he had been aware or the restriction, he would have tried to circumventthe limitations on the offer. It seems grossly unfair to expect us to assist him in thatendeavor.We value Mr. [redacted]'s business and appreciate his understanding in this matter.

Review: Today my fiancé and I traveled a half hour from our house to Menards to use the 15% off brown bag. We bought items that fit inside the bag and when checking out we asked Angie, the cashier, if she made sure to put the 15% off code and she stated that she had. The receipt was put in the bag by Angie and we left. Once we got home we realized the 15% was never taken off of our items. We called into the store assistant manager, Jason Spencer, who explained that this was our fault for not checking the receipt before we left. He went on to explain that it is not his problem that we will have to make an extra trip from our home in a different city to correct this problem, because we should be coming back whenever we need something. I have never been so disrespected by a business and they will never receive my business again.Desired Settlement: Receive 20% off of items purchased.

Business

Response:

Thank you for giving us the opportunity to respond to Mr. [redacted]'s concerns.I am sorry that Mr. [redacted] did not receive a discount on the items purchased during the bagsale. In order to investigate further we do need more information. Please ask Mr. [redacted] tosend a readable copy of his entire cash register receipt 10 my attention at the address listedbelow. We will then be better able to address his concerns.We value Mr. [redacted]'s business and appreciate his cooperation in this matter.Sincerely,

Review: 2/14/15- Went to the local Menards locations and had an estimate for kitchen cabinets created with the style of Wheeler Arch from Menards cabinet vendor Woodbridge cabinetry. I had to amend the number of cabinets needed on 1-2 occasions as I completed my design.

3/27/15- Placed order for full kitchen cabinets with Menards store #3042 for $7107.54. I was advised at the time of the order that delivery would take maybe 4-6 weeks and the date on order for estimated delivery was 4/16/15. The majority of my order was received timely, but there were 3 cabinets missing.

5/8/15- I was contacted by Menards and advised that my entire order had been received and that I could schedule delivery.

5/11/15- scheduled delivery for 5/15/15. Also advised my contractor of this schedule.

5/15/15- I received a phone call from Menards as they were loading my cabinets that there were still 2 cabinets missing from my order. They were going to deliver the items they had and then track down the other 2. When the delivery drivers arrived, one advised me that he was able to find one of the missing cabinets, but that there was still one missing and that Menards would contact me. We discovered why opening the boxes that not only were the door styles incorrect, but that there were cabinets with severe damage, missing doors, and missing hardware. So my kitchen is completely destroyed at this point because we were told that the whole order was being delivered. 2 cabinets were damaged to where they were not fit to be used (over the fridge cabinet and 24" upper). I received 1 lazy susan cabinet and I ordered 2. The one that I received only had 1 door on it. My sink base had no doors or even any hardware or prep holes. I spoke with the [redacted] dept manager of the cabinets area at #3042 and he told me that I ordered the incorrect doors and that they had no record of the other style. I drove to the location and showed him and also the store manager [redacted] my original estimate and also the pictures of the damage. They agreed to contact their vendor and get the damaged cabinets re-ordered and inquire why there were missing doors from the ones I did receive and also try to find the one cabinet that never showed up. They also agreed to review my original estimate regarding the door styles and reply soon on everything. I received a call on 5/20 from [redacted] stating that the missing and damaged cabinets had been re-ordered and that if I wanted the other door style they would order that as well. If I wanted to keep the style I had, I could have a $400 refund. I opted for the doors I chose. I could tell that was not the answer he wanted to hear. I then also asked if this had been escalated with Woodbridge cabinetry since I should not have to wait another 6-8 weeks to get what should have been my original order. He indicated that it had and that it should take about 10-14 business days.

6/5- Today has been 12 business days since the order was placed and I have not heard anything. I called to try to get a status from [redacted]. He was not available so I talked to another associate who told me the scheduled delivery from Woodbridge to the store was not until 6/27/15. I then called [redacted] and she blew me off and said they would have to check on it Monday and was in no way concerned at all. I have been sitting here with my kitchen torn apart with only some functionality for almost a month already because of the negligence of these two companies and they want me to wait another 3 weeks before they even get it to the store??? This is the worst experience I have ever had with any kind of business. I have spent over $14,000 in that store in the last 4 months to remodel my kitchen and I will not be back if the resolution is not to my satisfaction.Desired Settlement: I want my correct cabinets with the correct doors asap and also a sizable refund for my trouble.

Business

Response:

Thank you for giving us the opportunity to respond to Ms. [redacted]' concerns.I am sorry to hear Ms. [redacted] was unhappy with her cabinet order. In order to address herclaim, we need a readable copy of her special order contract sent to my attention at theaddress listed below. Please ask Ms. [redacted] to indicate which cabinets arrived differentlythat what was ordered. We will then be able to address her concerns.We value Ms. [redacted]'s business and appreciate her cooperation in this matter.Sincerely,~~

Consumer

Response:

Review: I ordered the materials for a complete deck. The composite sleeves were ready to be put on the 4x4's and we found that they do not fit. I called Menards to see if someone could come out to my house, which is 15 blocks away, and see if they could make them fit, the Manager laughed and said "no, we don't do that". We took the sleeves into Menards where we were told that none of the sleeves they have fit the 4x4's that they have currently but that we could wait a few weeks to see if they shrunk when they dried out or to take the posts off the deck and cut them down to a size that would fit. When I explained my frustration I was told that that's a risk of any construction project and that it wasn't his problem. He had built many decks and wouldn't have a problem taking 3 little bolts out and using a table saw to make them the correct size. The person whom I spoke to was the General Manager Chris.

Business

Response:

Thank you for giving us the opportunity to respond to Ms. [redacted]'s concerns.I am sorry that the composite sleeves Ms. [redacted] purchased did not Iii on her treated 4"x4"treated posts. I have contacted our supplier and according to their instruction booklet,available at the store, trimming or shimming of 4 "x4" posts may be necessary beforeattaching to the deck structure (sec attached). While I am sorry Ms. [redacted] may have had aproblem, we cannot compensate for frustration experienced due to failure to followinstructions.We value Ms. [redacted]'s business and appreciate her understanding in this matter.

Review: The advertisement “Project Days Sale Valid June 14 – June 28 2015” distributed via mail and online in the 53022 zip code misrepresents a sale item on physical page 25 and electronic page 32. In the ad it shows that a Square D QO 200 Amp (SKU: 367-4851) $139 “includes 5 breakers: 3 x 20-amp 1-pole 2 x 30 amp 2-pole.” I attempted to purchase this item at the Germantown store (W186N9754 APPLETON AVENUE; GERMANTOWN, WI 53022) and was advised by the manager and several other persons that corporate would not honor this deal as it was for a different SKU. After which I attempted to contact Menards corporate direct and received the same response. The advertisement does not have any disclaimers and clearly indicates what would be included.Desired Settlement: First this advertisement should be amended to reflect the correct product. Secondly, I would like Menards to honor their advertisement by providing the deal they advertised.

Business

Response:

Thank you for giving us the opportunity to respond to Mr. [redacted]'s concerns.Guest Services Department[redacted] - Manager1 am sorry that Mr. [redacted] fee ls that the ad misrepresented the 200 Amp load center. It is myunderstanding that the 100 Amp load center included five breakers (as pictured) while the200 Amp did not. We certainly do not want Mr. [redacted] to be unhappy, nor was there any intentto misrepresent the offer. Therefore, we would like to offer ro·M. [redacted] a S50.00 credit to beused toward the purchase o r breakers. Please ask him to send us a readable copy of hisreceipt for the Square D-QO 200 Amp load center, along with his mailing address and wewill send him tbe S50.00 credit.We value Mr. [redacted]'s business and appreciate his cooperation in this mailer.Sincerely,

Review: On 3/28/2015 I went into the Burlington Menards to purchase a garage. I found out what I wanted and my total was to be $8,484.00 before taxes. I asked them how much it would be for delivery and they told me $99.00 before taxes. I Purchased the garage and signed the contact agreement(#7020623).The store told me I can call them when I would like to set up a delivery date. I called on 4/16/2015 to set up my delivery date and paid for my garage to be delivered. I paid the $99 before taxes for contract (#7020623) to be delivered on Thursday June 4th. On June 4th 2015 Menards contacted me and said they would need an additional $99.00 in order for my garage to be delivered. I gave the first person I talked to my credit card number but stated not to charge this account until I spoke to someone else on why they needed additional money because I already paid for contract #7020623 to be delivered. I then spoke to the store manager [redacted] who stated "he did not know the process and only delt with problems". I told him I had a contract and have already paid the delivery cost on contract #7020623. Mr.[redacted] stated that if I did not pay the additional amount then only half of my garage would be delivered. I told him that I am not authorizing any additional charge and I would like to speak to someone in there cooperate office. Mr. [redacted] gave me a number for the corporate office and are conversation ended. I contacted the phone number of the corporate office but it was an automated system that told me I would have to right an e-mail to customer service regarding any issues. I did write an email and was never contacted after that. I called my credit card the next day to find out that Menards did go ahead and charge my account when in no way were they authorized to do so. I have all of my paper work with the contract numbers on it stating I only had to pay $99.00 for delivery. Not only did Menards brake the contract by trying to charge me an additional $99.00 for delivery but they also charged my credit card account without my consent to do so.Desired Settlement: I would like Menards to honor are contract (#7020623) and remove the unauthorized charge to the credit card.

Business

Response:

Thank you for giving us the opportunity to respond to Ms. [redacted]' concerns.I am sorry that Ms. [redacted] was unhappy with her delivery. It is my understanding that Ms.[redacted]' order could not be delivered in one load, as it was too large. I have contacted thoseinvolved at the store and have been in fanned that Ms. [redacted] was aware that two loadswould be billed to her credit card is necessary. After careful review of her file, we must,respectfully, deny her request, as she was charged correctly.We value Ms. [redacted]' business and appreciate her understanding 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.

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

Regards,

I have read menards responce to this matter. When I ordered the garage the store told me it would be a one truck delivery. I paid for the one truck delivery and had a set up a delivery date (i can not set up a delivery date without it being paid for) In no way did the store tell me that it was a 2 truck delivery. If I would have known it was a 2 truck delivery I would have taken my business to a closer location to my house. The fact of the matter is the store called me on the delivery date stateing I would have to pay additional delivery cost because they could not fit the material on one truck. I told the store manager at this time that I am not consenting to an additional charge because I already paid for the delivery. the store had all of the measurement to the garage I purchased and should absolutely know how to quote out a bill.. They also had all of the special order parts in store for about a month. I did not give consent nor sign anything for them to charge an account an additional time. I told the store manager I wanted to speak to someone about this issue before anything happened. He gave me a corporate number with no responce from anyone. I Have my phone records where I called the corporate office numerous times on the delivery date trying to get a response. I also did not sign any paper work for a second delivery. I also absolutely did not tell them to go ahead an run a credit card nor did I sign for it. I also have all of my paper work for the contract stating the amount of the garage and the delivery cost. I am not satisfied with menards reaponce because I also sent them numerous emails in the beginning stating I needed to speak to someone about this situation on the day of delivery (without responces). I would like them to resolve this issue for there mistakes and non contented charges.

Business

Response:

Thank you for giving us the opportunity to respond to Ms. [redacted]' ongoing concerns.I am sorry that Ms. [redacted] is unhappy with the delivery of her order. We have thoroughlyreviewed Ms. [redacted]' complai nt and have spoken with those involved at the store. There isnothing in Ms. [redacted]' latest correspondence that would change our position of that stated inmy previous letter dated 6/24/ 15.We value Ms. [redacted]' business and appreciate her understanding 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.

Thank you for your response. I do not agree with menards response at all. I believe they have the worst customer service I have ever came across. However, I was wondering if you can help me out. How am I suppose to respond to there letter when they repeatable just saying they are not going to do anything about it. Even though there actions were unjust and not approved by me. Again thanks for your time.

Review: I purchased an carpet padding that was part of rebate 1485 on 1/16/2015. My rebate form and receipt were sent 1/21/2015. On March 4th I contacted their agent rebate international and was sent back an email that they had not received my rebate and to resubmit my request. Which I did both via mail and online. I contacted them again in May, same issue. I also sent a Guest Complaint form to their customer service department at 5101 Menard Drive, Eau Claire, WI. I've received NO response to that form either. On Jun 19, 2015 I received a response to my email that my refund would be process within 7 days. 7 days later, the website still says "processing". I contacted their corporate office and was told there was "no one" to speak with and to send my request in writing. I asked to speak with a live representative and they continued to either disconnect me or send me to a recorded message.

After 17 emails I do not believe they have any intention of honoring their rebate. We are due a rebate of $175.75 per their agreement. I purchased their products in good faith and expect them to honor their part.Desired Settlement: My full refund promptly.

Business

Response:

Thank you for giv ing us the opportunity to respond to Ms. [redacted]'s concerns.I am sorry that Ms. [redacted] did not receive her rebate in the time frame expected. I contactedthe rebate clearing house and was informed That the carpet pad rebate in the amount ofS 175.75 was issued on 6/26115 (rebate certificate # 61 1532337 1).I trust this will resolve Ms. [redacted]'s complaint.Sincerely,

Review: I rented a truck in Menards for my furniture movement to my home which is 2 miles away. They had taken little extra amount ($25)in advance and assured that they would return once I return the truck.

After 1.5 hrs when returned the balance to be paid to me by Menards is $11.10. They refused to pay & gave a credit cheque to me. It was not communicated earlier that they would never give my Money back. The Supervisor's name is [redacted] who said he can't do anything about returning the Money & he asked me to purchase something.

I was frustrated and tried to explain him that I was cheated. I had to come back with disappointment since there is no hope of arguing.Desired Settlement: I would need my $11.10 back in Cash or Credited to my Card. I don't need a Credit Check.

Business

Response:

I am sorry that Mr. [redacted] was unhappy with the truck rental protocol. In order tointelligently address his concerns, I would need a readable copy of his rental agreement andcash register receipt sent to my attention at the address listed below.We value Mr. [redacted]'s business and appreciate his cooperation in this matter