Menard, Inc.

Review: I bought a fireplace with warranty from Menard's for roughly $850 on May 28, 2015. This was supposed to come with an 11% rebate. I submitted the rebate immediately via USPS Mail. They say it should take 6-8 weeks. After 6 weeks, my rebate was still not found in their searchable tracking database so I emailed them. They responded and said within 7 days of July 11, 2015 they would be issuing my rebate check. It is now July 20, 2015 and I still have not received my rebate check. I sent another email to their support team and they said it will be 5-7 days before they respond to me. We are now at 9 weeks from the date I mailed in the rebate. The website says my rebate was "issued" on July 17, 2015 but I still have yet to receive anything. This is the slowest process on the planet and there is still no resolution in sight!Desired Settlement: I would like my rebate! I wish it was in cash instead of store credit so I don't have to go back to this horrible store where there are no friendly workers and virtually no customer service.

Business

Response:

I am sorry that Ms. [redacted] did not receive her rebate during the time she expected. Eachrebate submission form has a final mailing date (in this ease 6/20115) and the consumersneeds to allow six to eight weeks from that date for rebate processing. According toinformation received from the rebate clearinghouse, the rebate was mailed on 8/ 10/ 15, wellwithin the eight week processing time.

Review: I purchased a garden tiller on 4/19/15 and within a few hours of use the clutch engagement of the tiller failed. The machine will sit there and idle then after a few minutes it will start moving by itself. This is a very dangerous situation to have a piece of garden equipment with spinning blades to start moving by itself with no operator! Luckily I was only a few feet away and I was able to turn it off before someone was hurt. I go to return the machine ( within the 30 day return policy) and was told to bring it to there outside ( not Menards) repair facility. I bring it there and I ask the woman when I should be expecting a cal on a update of when or if it's repaired. I was told 4 weeks! This puts me beyond the 30 day return policy. Now 6 weeks have gone by and the tiller has not been repaired. The repair facility is " too busy" to look at it. Every time I call they tell me a few mor days. Mind you I have no choice where to bring it. Menards told me it must be brought to a-1 repair in Elgin il. I contacted the manufacturer of the garden tiller and found out that a-1 repair is not even a authorized repair facility for ther equipment. By them repairing my equipment it may void the warranty by the manufacturer.Desired Settlement: I would like a refund on my garden tiller due to the fact that within six weeks it still has not been repaired and my warranty may be voided due to Menards having a non approved repair facility service my tiller.

Business

Response:

I am sorry that Mr. [redacted] experienced a problem with the tiller he purchased.Unfortunately, there is not enough information included with Mr. [redacted]'s complaint for usto assist him. It would seem as though, when Mr. [redacted] contacted the manufacturer of thetill er, that they would have given him contact information for the factory authorized repaircenter. If Mr. [redacted] has not had his tiller serviced at this time, please ask him to send areadable copy of his receipt so we can contact the warranty holder on his behalf.We value Mr. [redacted]'s business and appreciate his cooperation in this matter.

Review: I placed a Oder online order number [redacted] on 3/11/15 ..

I cancelled the order at menards on 3/19/15 in [redacted] and was told I will get a refund in a few days..I never got a refund.According to menards refund policy they deduct 10% for restocking fee. I contacted customer service today and they said the order couldn't be cancelled and the item was picked up at the store.I didn't pick up the item and I cancelled it at the store on 3/19/15..

I just want a refund..Desired Settlement: I just want my refund..

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 way his return was handled. It is myunderstanding that credit was returned to Mr. [redacted]'s credit card on 4/09/15 and shouldappear on his next billing statement.I trust this file can be closed.

Review: My complaint with Menards has to do with their price adjustment policy. I'll begin with how it started. On May 5th, our sump pump failed and we had a flooded basement. We had the insurance company cover most of the damage and went to Menards to buy materials in order to replace the damaged floor, baseboards, trim, doors and more. Overall, the price of the all the materials came out to be around $3000 (a few special orders had to be made). At the time of ordering, I had asked if any of the items would go on sale within the next couple of weeks, would I be able to get the difference back? The employees all assured me that I would. They mentioned that all I would need was my receipt and I'd be able to get the sale price on all the items and the rest would be refunded. I had all items delivered and was ready to have the contractors start the work, when I see that there is a huge sale on most of the items I'd bought. I calculated everything, and it turned out to be roughly $500 in differences. I went back to the store to receive my refund, and that's where the problems began.

Once I got to the store, I was notified by the Service Rep, that all price adjustments are not refunded to the card purchased, but are issued as a Menards Gift Certificate. This, to me, is a horrible way to conduct business. Not only are you forcing me to do business with your store, Menards also does not take any responsibility for lost or stolen certificates. This is where I had a major problem and raised my concerns with the Manager on duty. She mentioned that the systems do no give them the option of returning the difference onto the card that it was purchased. I've worked retail for many years, and I understand receiving store credit had I not had my original receipts, but I had everything with me, and the only option I have is a gift certificate. Luckily, I used a credit card, and not a debit card to make this purchase -- or else I'd really be out $500 of real cash.

Additionally, had this policy been on the original receipt, or on the special order form, I would've been able to read it when I got home. Unfortunately, it's nowhere to be found on the documentation you receive. The only place it shows the policy is at the customer service desk at the front of the store. So, unless I'm making a return, or have a need to pass that desk, I would never see what Menards policy on returns, exchanges, or price adjustments is because it's not on their receipts or documentation.

I then proceeded to ask the rep about lost certificates and if I'd be able to scan the certificate on my phone, would I be able to use it at any other stores? She said yes... I then went ahead and scanned it onto a secured site on my phone, and much to my chagrin, was given a hard when I tried using it from the scanned image the very first time. They said that I needed the physical piece of paper in order to use it (and so I mentioned the whole fiasco) and they called a manager over and I was finally able to process the transaction with supervisor authorization. This is something that needs to be fixed and a policy needs to be put in place that does not limit what Menards does with this money. They're forcing us to shop at Menards, and they're not taking responsibility for lost certificates. It's an easy way to inflate profitability.Desired Settlement: I have used some of the Gift Certificate, but I'd ultimately like to have the rest of the certificate refunded to me in cash now. I've since gone ahead and paid for the Credit Card, but find it hard to believe that this company could not help me at the time I was asking for it, and forced me to accept everything on their terms. I choose to go out of my way to shop at Menards rather than down the street at the local Home Depot, and an experience like this has really left a bad taste in my mouth. I'm now more willing to spend that little extra cash at Home Depot or Lowes, knowing that the service that I'll receive will be up to par with my expectations. I'd like somebody from Menards to contact me in order to explain this policy as well so that I can share my concerns.

Business

Response:

I am sorry that Mr. [redacted] is unhappy with our price adjustment policy. I apologize if Mr.[redacted] was unaware of the policy; however, it is prominently posted at the store and on ourwebsite. Since price adjustments are a goodwill gesture, all price adjustments are given asan in-store merchandise credit check and cannot be refunded to the card used when makingthe purchase. There is nothing further we can offer.We value Mr. [redacted]"s business and appreciate his understanding in this matter.Sincerely,

Consumer

Response:

Review: I chose to purchase a $1,000.00 bed from Menard INC. Hutchinson MN store. After buying the bed, I also purchased a headboard, frame, footboard with [redacted] the manager of the department in that store. After being excited about my purchase, I took my bed home sat it up on the floor as I was assured it would only be a week or so for the rest to arrive. A month later all they received was my headboard. I went to pick up the frame and everything and [redacted] admitted he made a mistake and never placed the order for the frame, and footboard. Yes, I was frustrated, but paid for the frame and footboard. They told me because of the mistake they would give me a metal frame to get the bed that I spent a thousand dollars off the floor after it was sitting there getting ruined for a month, and free delivery of the rest of the bed. I agreed and figured ok they are trying to make it right. Well, I received an email stating that my merchandise had arrived to the store. Nine days later and not receiving it (and donating the metal frame to charity) I decided to call them to see when it would be delivered. Their manager, [redacted], answered the phone and apologized and said he would call me right back, as I offered to come get it since they were not delivering it. He said I will call you back in ten minutes. The next day when I didn't hear from them, I called and they apologized again and said they would call me back. The following day the bed was delivered by [redacted] Glover, assistant GM of the store, who delivered it broken. They apologized and said they would order another one. Now we have been waiting at this point almost two months. And I had given the metal frame to charity. So I accepted the broken headboard with the assumption they would be ordering another one. Well after assembling the headboard, it needed glued on to the frame per the instructions of the piece. So in other words, in order to replace the broken headboard, I would need to destroy the frame and wait for another frame, and footboard to be ordered and delivered. At the timetable they have already kept me on that would be at least another month. When I told [redacted] that was unacceptable, he agreed to refund my money. He said I paid by card so I would need to provide the exact card that I used. I explained to him that was not possible as I had just traveled to Utah and Wells Fargo shut off my card and sent me a new one. He said well then you will have to have in store credit. I told him that was unacceptable as there is no way I would continue to give you my business when my almost $1500.00 purchase is basically ruined and wasted. He said well sir that is the only thing that you are going to be able to do, so you can either go to the Revdex.com and let corporate handle it or ensure that I spend my money at the store. Upon calling corporate they gave me the real GM name of [redacted], however [redacted] insisted he had no boss. Then I was told I need to submit in writting as trying to reach [redacted] around [redacted] has become impossible as [redacted] keeps insisting he is the one I need to deal with and information I was given from corporate is not correct. So now I have a ruined purchase and no way to get my money back other than to spend it in their store because their assistant GM likes using gestapo tactics to ensure that he holds the high ground. Aside from completely reimbursing me for my entire purchase, bed included as it sat for two months on a floor getting ruined sitting on the floor also possibly causing damage to my floor, there is no way I could ever see myself shopping at another Menard INC. store anytime in the future. And to have to be argued with a store GM or assistant GM isn't something a customer should ever have to deal with.Desired Settlement: I want the money back for my bed, the headboard, frame and footboard. After being treated in the manner I was treated and making a sizeable commitment to shop at Menard INC. over another store, I was wronged and I want my complete money back as now I am stuck with a broken headboard and to buy another bed or frame there is that cost plus if the bed doesn't fit another cost of a bed.

Business

Response:

Thank you for giving us the opportunity to respond to Mr. [redacted]·s concems.I am sorry that Mr. [redacted] is unhappy with the purchase of his bed. In order to furtherinvestigate his claim, please ask him to send readable copies of his receipt(s) and specialorder contracts to my attention at the address listed below.We value Mr. [redacted]·s business and appreciate his cooperation in this matter.

Review: I purchased a new lawn mower (box was open) from Menards on Monday April 13, 2015. When I tried to start the lawn mower the next night the lawn mower was defective and would not start. I tried calling to see if I could return the lawn mower and was told that I could not return the lawn mower since I have already put gas into the tank. Now I am stuck with a lawn mower that does not work and have already wasted gas as well as oil and can not even get my money back. The only solution that they had was that I spend more money to get the lawn mower replaced.

Menards will not let me return a lawn mower that I have never even started. I have talked to the [redacted], [redacted], in [redacted] and he was not helpful and was terrible to deal with. I would like to return the item that I was not able to start and I would like my money back.Desired Settlement: Would like to either exchange the lawn mower for the same model or my money back.

Business

Response:

I am sorry that Ms. [redacted] experienced a problem with her lawn mower. Once they have beenused, all gas-powered products must be taken to a manufacturer's authorized service centerfor inspection. 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 refund, or replacement, will be offered at that time. It appears asthough, to date the machine has not been inspected. Once Ms. [redacted] takes her lawn mower tothe service center for inspection, we will assist in expediting any necessary repairs.We value Ms. [redacted]"s business and appreciate her cooperation in this mailer.

Review: On 1/11/14 I purchased a Maytag 28.59 cu ft. French door refrigerator for $[redacted]not including tax). I also purchased a 4-year extended warranty. February 2016 my ice maker stopped working. I called the warranty company to set up appt. An A&E tech came out 3/2/16 and was advised the evaporator unit was a factory recall due to leakage. The tech ordered the parts; came back 3/18/16 to install. He told us to wait 24 hrs. for ice to start making. This did not work, and freezer wasn't working now. I called the warranty company on 3/21/16 to have the A&E tech come back out. The A&E tech came back on 3/29/16 and discovered a plug in the freezer evaporator unit. The tech called the factory rep and told him this is common with this model and can not be repaired. I called on 3/30/16 to check the status of my claim. I was advised the warranty company had not received the A&E tech notes yet. I waited until 4/4/16 and called the warranty company, was advised to wait a few days for the A&E tech to get his notes to them. I followed up on 4/7/16 to see if the A&E tech notes were received; which they were. On 4/8/16 a rep from the warranty company called and left me a msg to make an offer on my claim. I called back later that day on 4/8/16 and spoke to a different warranty rep. He offered me 3 options for my claim. One was a check for $[redacted] the second one was for a LG LFXS29766S frig including shipping or the third was a Maytag MFT2976AEM frig. This is the exact one I have now that does not work. I gave it a few days to think it over. On 4/16/16 I called back and advised I would take the LG refrigerator. I was then advised I couldn't take that option, I had to take the check ($[redacted]). I was told the warranty rep made a mistake in offering me those options. I was not happy and refused the check option, as this is not what I was offered. They said they would forward my complaint and have someone call me back. On 4/20/16 I called back again checking the status of my claim. A rep told me they would email my request for the LG refrigerator, and that I did not want the check. She said someone would get back to me in 3-5 days. On 4/26/16 I called back again checking, and was advised they would have someone call be back by Friday 4/29/16. I told the rep I wanted a solution by Friday or I would file in small claims court. Today, 4/28/16 I received a check in the mail for $[redacted] in my boyfriend's name. I am the owner of the refrigerator and home.Desired Settlement: I would like to get the full replacement for my refrigerator. I paid for a 4 year warranty. I didn't think I would have be without a refrigerator for two months. Also, would like more customer service training with Menards as well as the warranty company. I do not appreciate being lied to. I paid good money for something that only lasted 2 years.

Consumer

Response:

I am extremely disappointed in the service I have received, not only by Menards, but by the warranty company. I paid a lot of money for this refrigerator when I remodeled my kitchen. I spent over $15,000 at Menards in supplies and appliances doing my remodel. I thought by purchasing an extended 4-year warranty I would have some peace of mind knowing that if anything happened I would not be without a refrigerator. If I did need repairs, they would be covered by my warranty. The service rep at Menards did not explain anything regarding how the warranty works other than the cost of it. Menards employees need some much need training in customer service and on the products they sell. I have been without a working refrigerator since beginning of March when I called the warranty company to have a tech come out. One of the main reasons for buying a refrigerator with ice/water was to avoid having to purchase bottled water. My city water is not the best for drinking. Also, having to juggle where I am going to store my food, going to the grocery store daily for food is a big inconvenience to me. I would like Menards and the warranty company to satisfy my claim by paying for a replacement refrigerator. I will not accept the check for $[redacted]. There is no way I will be able to replace with the same type of refrigerator with that amount. Like I mentioned before, the first A&E tech who came out told me that it was a factory recall for the top portion of my refrigerator. The second time A&E came out the tech called the manufacturing company and was advised this is a common problem that can not repaired. This tech deemed it non-repairable. I am also frustrated at all the time wasted being on hold with the warranty company, only to be told promises that they were never going to go through. If Menards or the warranty company to fulfill my claim to replace my refrigerator I will be taking court action. Thank you for assisting me in this over due matter.

Business

Response:

I am sorry that Ms. [redacted] is unhappy with the refrigerator she purchased. It is my understanding that the unit is currently covered under the extended warranty. AMT/Warrantech controls the day to day operations of the extended warranty and Ms. [redacted]'s claim needs to be processed through them to contact Ms. [redacted] immediately regarding the disposition of her claim.

Review: On April 27, 2015, we attempted to purchase Yardsport 200XLT, but were asked to come back because the battery was dead. The explanation we were given was that the employees had left the headlights on over night, draining the battery. We returned the following day and were informed that the battery had actually just been replaced. Since that time, we have been unable to keep a battery charged. We also learned after reading the owner's manual and testing it ourselves, you cannot leave the headlights on. When you turn the ignition off, the lights go off, to prevent draining the battery. So, either untruthful statements were made to us regarding the mechanical soundness of the item, or they left the Yardsport running all night. In that case, it would run out of gas, not battery, and it had gas, therefore that option is not plausible. This leaves us with the conclusion we were lied to about the mechanical soundness and working condition of this item.

We have spoken with Andy, the hardware manager, Travis, the assistant store manager, and Brian, the store manager. We were told by Travis that the store cannot take it back because the manufacturer requires that it go to a service center before any decision is made on returning it. I contacted the manufacturer, American Sportworks, who informed that is most definitely not the case. Menards can choose to take back an item whenever they choose.

Brian told me today (6/5/15) that their return policy requires it go to a service center because it is a non-returnable item. I told him I fully understood that if the Yardsport had been sold to us in working condition, but it was defective when it was sold to us and it should not be on us now to fix it. Menards should not be permitted to knowingly sell defective items. At no point did Brian disagree with the statement that was defective at the time of sale. He merely recited the return policy that we had to take it to a service center.

Andy, the hardware manager, expressed to us that the vehicle had been sent to a service center prior to our finalized purchase and it was in working condition. This was, however, obviously not true since the store was having issues with keeping the battery charged up until the time we bought it. And especially given that we had to return the following day because they had a dead battery.

Additionally, there is an implied warranty of merchantability and fitness when an item is sold. We are not experts in this and relied on Menard's to tell us that it was in working order. We did not know they were untruthful in making their statement that someone had left the headlights on, we took it at face value, and to our detriment in that we now have a $3000 paperweight. If we want to run it, we have to charge the battery. Every day.Desired Settlement: All we would like to do is return the item to the store for a full refund. Because the product was DEFECTIVE AT THE TIME OF SALE, we do not feel it is our responsibility to haul the product around and pay to have to serviced to find out what the issue is. (This fact has never been disputed by Menards.) We fully understand Menard's return policy; however, Menard's should not be permitted to sell a defective item and wash their hands of any issues with it.

Business

Response:

Thank YOll for giving us the opportunity to respond to Ms. Clark's ongoing concerns.I am sorry that Ms. Clark is unhappy with the Yardsport 200XLT she pu rchased. We didcontact the warranty holder on 6/2211 5 and were infonncd that Ms. Clark did nO! regi ster herunit at the time of purchase. In order to pursue a warranty claim on her behal f, we must havea readab le copy of her receipt, as requested in my lelter dated 611 911 5. The serial numberwould also be helpful.We value Ms. Clark·s business and appreciate her cooperat ion in th is matter.Sincerely,Arlenc Krueger,

Review: On may 13, 2015 a delivery was made to my home from Menards. It was delivered by [redacted] who is a sub-contractor with Menards. He damaged a section of sidewalk that runs along the east side of my house next to the driveway. He has not denied doing the damage but has blamed my roofing contractor because of where he asked for it to be dropped. I gave him an alternate place to set the materials but he rejected that. I have contacted Menards & they refuse to even consider that his actions, under their employment, might involve them. I do not think that I should have to "eat" this just because he is a self insured sub-contractor. If I could get some advice on this matter, I would appreciate it. Since he was contracted to do the delivery by Menards, that they should be behind him. ThanksDesired Settlement: DesiredSettlementID: Other (requires explanation)

I want my walk way repaired or replaced.

Business

Response:

Thank you for giving us the opportunity to rcspond to Ms. [redacted]'s concerns.I am sorry if Ms. [redacted]'s sidewalk was damaged by the independent haulcr that madc herdeli very. The information submitted does not include a copy of her delivery contract.However, the delivery contract, which she should have in her possession, does includecontact information for the delivery company and their insurance carrier. Ms. [redacted] needsto contact them to seek resolution for her complaint.We value Ms. [redacted]'s business and appreciate her understanding in this matter.Sincerely,[redacted]

Consumer

Response:

Review: I am trying to obtain receipts for several purchases at your Hodgkins store at 6100 East Ave., Hodgkins, Illinois 60525 but I could not find them in the Menards store database. Menards stores receipts for two years which you can retrieve from there database found on each of their stores. I was told by the Menards store clerk that the credit card I had was not the same one of the purchases.

I called my credit union and they said that the previous Visa credit card was issueed on Jan, 2014

which I can provide the account number. Menards said that they need a plastic card in order to retrieve any receipts from there database. If the information is in the Menards database I believe that it can be retrieved without the physical card but I have not been able to reach anyone in Menards which can help. I have sent an e-mail to Menards Customer site but have no heard from them. I can be reached at 708-774-5034.

These are the receipts I am trying to get from Menards.



Expense View 4/9/2014

Posting Date

Trans Date

Type

Description

Expense Category

Amount

4/7/2014 4/5/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $34.50

3/31/2014 3/29/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $11.34

Expense View 5/11/2014



Posting Date

Trans Date

Type

Description

Expense Category

Amount

4/11/2014 4/10/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $41.85

4/23/2014 4/22/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $15.62

5/8/2014 5/7/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $69.49

5/8/2014 5/7/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $15.07

Expense View 6/9/2014

Posting Date

Trans Date

Type

Description

Expense Category

Amount

5/30/2014 5/29/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $22.58

6/2/2014 6/1/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $33.31

5/15/2014 5/14/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $14.96

5/26/2014 5/25/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $19.16

5/26/2014 5/25/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $16.46

5/26/2014 5/25/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $14.99

5/26/2014 5/25/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $41.12

5/30/2014 5/29/2014 Purchase MENARDS 3122

Home Repair $22.79

Expense View 7/10/2014

Posting Date

Trans Date

Type

Description

Expense Category

Amount

6/22/2014 6/20/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $54.81

6/23/2014 6/21/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $20.13

6/23/2014 6/21/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $8.58

7/7/2014 7/5/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $90.81

7/7/2014 7/6/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $15.92

7/7/2014 7/6/2014 Credit Voucher MENARDS 3206 HODGKINS

Home Repair -$10.13

Expense View 8/10/2014

Posting Date

Trans Date

Type

Description

Expense Category

Amount

7/28/2014 7/26/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $46.76

7/28/2014 7/26/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $14.59

7/21/2014 7/19/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $20.26

7/21/2014 7/19/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $12.46

7/13/2014 7/11/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $70.20

8/4/2014 8/3/2014 Purchase MENARDS 3118

Home Repair $12.09

Expense View /9/9/2014



Posting Date

Trans Date

Type

Description

Expense Category

Amount

9/1/2014 8/30/2014 Purchase MENARDS 3086

Home Repair $51.60

8/11/2014 8/10/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $7.66

8/11/2014 8/10/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $76.27

8/11/2014 8/10/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $26.85

8/25/2014 8/24/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $16.10

8/18/2014 8/17/2014 Purchase MENARDS 3206 HODGKINS

Home Repair $15.07Desired Settlement: Menards should provide the copies of the receipts I have requested in this e-mail so I can return purchased plants which have one year return policy if they do not survive. I have been a loyal Menard customer for several years. I have had a new Visa credit card every two years from the same banking institution. But this is the first time this issue has occurred. I believe I am not the first customer to come across this type of road block to retrieve Menards receipts from their store database. Menards should implement a store wide policy that not only a plastic card can be used to get copies of receipts going back two years, but if you have a credit account number that a copy can be retrieve by the Menards employee with the proper identification.

Business

Response:

Thank you for giving us the opportunity 10 respond to Mr. Padilla's concerns.I am sorry that Mr. [redacted] is unable to print duplicate receipts from the storekiosk. Based on the in romlation Mr. [redacted] has supplied, we cannot look up thereceipts he is requesting. We respectfully suggest that Mr. Padilla go onl ine towww.menards. com to look up the receipts. He will need 10 click on "MyAccount" from the "Help Center" dropdown box and then click on "LookupReceipts ." He will be prompted to log in to an existing account or create a newaccount. Once this is done he can register current or old card numbers to lookup receipts.We value Mr. [redacted]'s business and appreciate his understanding in this matter.

Review: Item advertised price of $169.99 not honored for Pet Containment system. When at register the price changed to $269.99 This was the last item on the shelf, matched the description of the item for sale. Clerk said it was a discontinued item and there were no more in stock. When I approached Management, she told me someone must have failed to remove the sign, but I could go back and talk to a person in the Pet Department if I wanted to. I was under the impression that Managers were capable of dealing with customer complaints. I was confused by the fact that the item description matched exactly the product displayed (Pet Containment System-Recharge) as the item on the shelf. Below this same item was a similar product, with the $269.99 price displayed, but had completely different packaging and labeling. This is also a customer service issue and the Manager, ([redacted]) did not make further inquires with the store personnel, but deferred the contact to the customer.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Sell product at the advertised price, or at least make an inquiry or resolve the problem at the time of the event. I have a photo of the sale advertisement that I showed the Manager. This made no difference to her. I would also like to notify the State Attorney General of this practice to see if other Menard stores are engaging in the same practice

Business

Response:

Thank you for giving us the opportunity to respond to Mr. [redacted]'s concerns.

Review: I'm retired USAF from Scott AFB IL and I'd be very interested to learn how many others in the area have had experiences like ours at Menards. First, we recently visited our store looking for building supplies. There were several employees in the immediate area busily stocking shelves but nobody at all at the Help kiosk. The employees ignored us as well as the several other customers seeking assistance, so we left without our supplies. Second, a good friend (100% disabled Army vet) placed a special order for a countertop and was told that he would have to provide all measurements and that he was responsible if it wasn't correctly measured. He measured 26" front-to-back and provided that to Menards (as verified on his order hardcopy). Menards cut the top to 25" but insists that it's his problem and they want 25% of the full sales price to restock it. He's now looking into modifying his cabinets to make the mis-cut top fit.I attempted to contact Menards Corporate Customer Service, but evidently they don't want to be bothered with mere customers. There are no contact numbers on their website, the phone info operator has nothing on corporate HQ, and the 800 Info operator has no info. I researched the 'net and found corporate HQ anyway (1-715-876-5911). The Menards corporate HQ operator states that there is nobody available, ever, and insists that only emailed complaints are suitable. Having already emailed them, I requested a live person and was informed that that was impossible.I'm amazed at the effort that Menards expends in order to avoid having to actually address customer issues and am wondering how many others have experienced the same reception from Menards.We will never enter Menards again. Our friends will very shortly return their cut-up Menards card to the store manager. We'll both be taking our future business elsewhere and encouraging our friends and acquaintances to follow suit.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Item 1; Discipline store staff who ignore customers.Item 2; Acknowledge that the counter-top was not cut according to properly provided dimensions, waive restocking fee, and provide a correctly cut counter at the agreed price. (Contact Mr. [redacted]/###-###-####)

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 service he received. I would be willingto look into the problem his friend had with the countertop he ordered. However, his friendwould need to t-ile an Installed Guest Complaint Form and submit it with copies of hiscontract and other supporting documentation he may have to support his claim. Mr.[redacted] cannot submit a claim on his friend's behalf.We value Mr. [redacted]'s business and appreciate his 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.

My complaint addressed Two issues. First, we and other customers being ignored by employees in the immediate area when we needed assistance. Second, our friends experience with their counter top. The response totally ignored our first complaint and focused entirely on the second (which I have forwarded to our friends). I want to know what steps Menards management has taken to ensure that employees do not ignore customers in need of assistance!

Regards,

Business

Response:

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

Review: On 4-11-15 I purchased over $600.00 in lumber, even though it was the day before there 11% sale started and told the sales person that I wanted the 11% for the sale and each time I was told that it would be. Four weeks later I received the rebate for $9.00. I called the Fond du Lac store and talked to Mike the asst. manager and he told me that they do not want a upset customer and to come in and he will do something about this. I id show up two days later and Rocky (manager) did all the talking telling me I was out of luck because I got the sale price and the 11% does not cover sales items even through there employee wrote on my receipt that I would. Rocky then said that I should be happy with the sale price because Menards lost money on my sale. During this conformation he called me a lair three times. My wife heard him and so did three other customers.

I have sent E-Mails to guest service to a Ray and Arlene [redacted] explaining what took place , how rude the manager was and how he called me a lair, and the rebate issue.

All I was able to receive was a apology for any inconvenience and the 11% does not cover sale prices. They did not acknowledge the facts that the receipt had there employee had written down that I would get the full rebate, and nothing about how I was treated at the store by there manager.

Now any reasonable person would think that if I was told that I would not get the full rebate because of the sale that I would wait till the next day when the 11% started to get the full rebate. Guest service just side stepped that fact.Desired Settlement: I think I should get the full rebate on all the items except the saw and delivery charges.

Business

Response:

Thank you for giving us the opportunity to respond to Mr. [redacted]'s concerns.I sincerely apologize tor any poor service Mr. [redacted] may have received. I am sorry thatMr. [redacted] was unhappy with the rebate he received. The parameters of the rebate areclearly spelled out on the submission form. The lumber that he purchased was on sale and,therefore, not eligible for the II % reimbursement. Mr. [redacted] was paid correctly.We value Mr. [redacted]·s business and appreciate his understanding in this matter.Sincerely,

Consumer

Response:

Review: Would not honor price match guarantee for reason not listed on Menards low price guarantee advertisement. The product I was price matching is Bella 71 QT Storage containers. Staples had the EXACT same product same color same size etc on sale for $3.99. I showed the staples ad to the cashier and the manager refused to honor the price because it was more then half off because menards has them listed at $7. I offered the manager to pay $4.50 a piece instead and he said no. This is false advertising you do not honor lowest price guarantee.Desired Settlement: I would like for you to honor the low price guarantee and sell me the containers at your competitors sale price. And if you do not wish to do that, I would like for you to fix your price guarantee so that it is correct advertising!

Business

Response:

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.

Review: To Whom It May Concern:

I am writing this in regard to a horrible experience I had at the Menards on the South side of Des Moines, IA on 14th Street. I am a first grade teacher, and I have taught in this area for many years. I am familiar with the families and children living in this area, and I have always felt comfortable shopping and working in this area of Des Moines. My family lives in a suburb of Des Moines, and my children attend school in said suburb. On August 4th, 2015, I took my youngest son with me to purchase some light bulbs and some drawer pulls from the Menards on 14th Street. I went to this store because we also needed to visit Target and Hobby Lobby. Both of these stores are located conveniently near the Menards on 14th Street in Des Moines. Sadly, this was a horrible mistake!

My son is 11 years old, and he is very responsible and mature for his age. I allowed him to look at pocket knives for a few minutes while I looked at drawer pulls several aisles away. After several minutes had passed, he took his phone out of his pocket and texted me to see where I was in the store. I texted him back. He brought a pocket knife over to show me, which I purchased for him. Some of you may think this is a dangerous thing for an 11 year old. However, my son has a collection of them he started after receiving one from his great-grandpa. We have rules concerning the knives, and he has always been very careful and responsible in following these rules.

After we checked out, we were stopped by a woman and a young man in plain, street clothing. The woman smiled at me and said hello. I thought maybe she was taking a survey or something. I wasn’t sure. She asked my son and I to come back to a room with her. I asked her what this was about, and she didn’t answer. We were made to feel as though we had no choice, and I didn’t feel in danger, so we followed. Once we were inside the room, the woman in plain clothing and the young man asked my son to empty his pockets. He did. All he had in his pockets were his phone and his ear buds for his phone. A manager had stepped into the room at this point. I asked what this was all about. They started telling me I had to understand that lots of young kids shop lift from their store. Clearly, my son had not. There was no attempt to apologize or make this right with my son or me. The only items we had on our persons were the items we purchased and had a receipt for. The woman, [redacted], had a very smug smile on her face like she was justified in wrongly accusing my son. They told me they saw him put something in his pocket on camera. I explained to them that he had taken his phone out of his pocket to text me. Then he put his phone back in his pocket. Later, he explained to me that his ear buds were tangled in his pocket and made it hard to put the phone back in his shorts pocket. The young man, Hunter Ogle, looked a little worried about what was happening. The manager, [redacted], made no attempt to make this right with me or my son. I told the manager my son is a straight ‘A’ student who is in the Gifted and Talented program. I am a teacher, and I know that no child is perfect. HOWEVER, as a mother – I felt very protective of my child at this point. He had done nothing wrong. He was close to tears and this manager and these store employees were still detaining us – for what reason?? They had none, other than the fact they were wrong & obviously didn’t know what to do next. I told the manager I had worried over all of my children since the day they were born. I put the plastic plugs in electrical outlets. I put blind cords up high where they couldn’t be reached. I put drawer stops on all the kitchen and bathroom drawers so they wouldn’t get to anything too sharp or dangerous. I sent them to church camp and prayed and prayed they wouldn’t break an arm or anything while they were away from me. I always made sure they were buckled into their car seats tightly. Finally, they are getting older and I feel like MAYBE I don’t have to be so wary about all the dangers lurking in the world. THEN, I take my child to Menards to buy light bulbs, and he is traumatized by 3 store employees over something HE DID NOT DO! They did not apologize. They did not make any attempt to tell him it was okay or he didn’t do anything wrong. They only tried to cover for their own poor judgement. I should have called the police and insisted they show the police the alleged video. I did not want to traumatize my son any further, though. He was already shaking and close to bursting into tears. He had never been in any trouble before, and he had never been around people like that. They were rude and unkind. They did not even try to fix the mistake they had made. I tried to call [redacted] as [redacted] said Mr. [redacted] is his boss. However, I have left several messages and have not received a call back. I e-mailed the customer complaint department. I was told my e-mail would be forwarded to Mr. [redacted] as he is the General Manager in Des Moines. I asked if there was someone else my complaint could be forwarded to as Mr. [redacted] was responsible for the unfortunate incident and I very much doubted he would be capable of rectifying the situation he created. I was told there was no one else I could e-mail or talk to. That is why I am contacting the Revdex.com now. I tried to follow Menards protocol for complaints, and the customer service department told me Mr. [redacted] was the only one they could forward my complaint to.

I’m not sure what can be done to make this right. My son will never forget this experience. At the very least, I would expect these people to apologize to my son. He is a good child who always tries to do the right thing. As I stated earlier, no child is perfect and I am aware of that. However, should Menards be able to treat people like this? Should Menards be allowed to herd my son and I into a back room and detain us like criminals when we clearly had done nothing wrong?? I do not think so. People make mistakes. Obviously, these 3 employees did. At my job, when I make a mistake – I am held accountable for it. I am asked to fix it or at least to act regretful. These 3 employees of Menards took an unfortunate mistake (on their part) and make it so much worse with their smug attitudes and unwillingness to admit they wronged my child.

Thank you.Desired Settlement: I just want to be heard. I want someone, other than Mr. [redacted], to know how horribly he and his employees treated my son. As a veteran teacher, I do not think any child should be treated that way. I just want to be heard, and I want to know someone higher up in the Menards Corporate office than Mr. [redacted] has heard my complaint. That is all.

Business

Response:

Thank you for giving us the opportunity to respond to Ms. [redacted]'s concerns.I am sorry that Ms. [redacted] was upset. The security team, which initially stopped Ms.[redacted], are employees or an independent security company who have received extensivetraining in retail security. While we are sorry that Ms. [redacted] was inconvenienced, theywere not charged with anything and were free 10 leave at any time. Security stops arc notaccusatory, but are done to clarify any questionable activity seen on camera.We sincerely apologize and appreciate Ms. [redacted]'s understanding in this matter

Review: I special orders a door for my house. Was told by the Menards employee it would take around 7 days for my order to arrive and they would give me a call when it was in. A little over 2 weeks later with still no call I went to menards and checked with customer service. They told me the door was there for over a week. I asked why I was not called and was told they do not call people. I explained the Menards worker that ordered the door for me told me they would call me. He said no they only email. This is acceptable to be told I would be called when my order is in and not to be called.Desired Settlement: I want to be called on the phone when my orders arrive

Business

Response:

Thank you for giving us the opportunity to respond to Mr. [redacted]' concerns.I am sorry that Mr. [redacted] was unhappy with the service he received when ordering his door.I am sorry if there was any misunderstanding regarding notification of the order's arrival.However, we do ask for the guest"s email address so they can be notified upon the arrival oftheir product(s). Also, order tracking is available on our website (www.menards.com).We value Mr. [redacted]' business and appreciate his understanding in this matter.Sincerely,[redacted]

Consumer

Response:

When I ordered the door they used my phone number to look up my account. They did not ask for a email address. Email is a poor way of comunicating with large companies, due to spam filters. I was told by the menards employee they would call me when the item comes in, not that I would be emailed. They could not email me due to they do not have my email they do have my phone number though.

Business

Response:

Thank you for giving us the opportunity to respond to Mr. [redacted]' ongoing concerns.I am sorry that Me [redacted] was unhappy with our response. I have thoroughly reviewed hisfile and can find nothing that would change our response that stated in my letter dated11/16/15We value Mr. [redacted]' business and appreciate his understanding in this matter.

Consumer

Response:

Review: We purchased a Whirlpool Cabrio Washer and Dryer set from Menards in Wausau, WI in September, 2014. The washing machine does NOT get clothes clean at all and leaves residue all over them! Menards says we only had 7 days to return it if we didn't like it. Who knows after 7 days of having a washing machine that you don't like it. We called Menards several times to complain about the machine and numerous times they said they would get back to us and they never did. I continued to call and finally one of the girls said she would contact the service department and they said they would get back to me. They never did. I called AGAIN and said I would be contacting Revdex.com if they didn't resolve this. Someone from Grebes in Wausau finally called the week of July 15, 2015 to schedule a service call on the machine to see if anything was mechanically wrong with it. Nothing was wrong. It just is a HE machine that doesn't clean clothes. When I called Menards back to tell them the result of the service call, they gave me Whirpool's number AGAIN and said it was their problem. I called the 800 number for Whirlpool and they said it was only their problem if something was wrong with the machine. l called Menards back and they said they couldn't do anything about it.Desired Settlement: We would like this resolved as soon as possible as we don't have a machine that is cleaning our clothes. We paid a lot of money for this. We would like a refund or replacement.

Business

Response:

Thank you for giving us the opportunity to respond to Mr. [redacted]"s concerns.[ am sorry that Mr. [redacted] experienced a problem with his washer. Since he states that thefactory authorized repair center found that the machine was working properly, we wouldrespectfully suggest that he check the owner"s manual for helpful hints regardingrecommended load sizes, detergent, etc. I f all recommendations arc followed and Mr.[redacted] is still experiencing a problem, he needs to contact Whirlpool's service line again.We value Mr. [redacted]"s business and appreciate his cooperation in this matter.

Review: I ordered a bathroom vanity on 2/18 and it was supposed to be delivered 3/8 I still have not received it, I've left voicemails that they won't return, they can't tell me when my order will be shipped and their service is horrible. I'm being charged extra by my contractors for Menards inability to deliver my product on a timely manner. My order number is [redacted], they will not contact me back or anything but they did take my money.Desired Settlement: I want the $200 fee from my contractors reimbursed by Menards for failure to deliver on time, or close to time, or with weeks of promised. Today is 3/26 they are 18 days and counting late

Business

Response:

Thank you for giving us the opportunity to respond to Mr. [redacted]'s concerns.I am sorry that there was a delay in shipping Mr. [redacted]s vanity. The estimated date ofdelivery is just that, an estimate based on projections supplied by third party vendors. It isour understanding that the vanity was shipped as soon as possible and was successfullydelivered on 4/01/15. While we are very sorry for the shipping delay. it seems unfair toexpect us to issue credit for something over which we had no control.We must, therefore, respectfully deny Mr. [redacted] 's claim for compensation.

Review: I went to the store and order $2600.00 worth of doors and windows. I received terrible customer service on one visit and decided to try and use the store anyway. After several hours of identifying the doors and windows that I would need with my Carpenter present and my son, we were instructed to take paperwork to the cashier and to pay for the items. Later on that day I received a call from "[redacted]" the same salesperson that had helped me during the day demanding that I return to the store and make it "easy" on myself because "I would not be getting any of my items" until I "paid" for the doors that I had not been charged for. He went on to explain to me that he had watched the surveillance videos and he saw that I had some how interfered with the cashiers ability to scan the doors and that I was not charged. I had not even reviewed the receipts at this point and was very confused as to what he was talking about. He went on to say that if I would just "cooperate" and give him my debit card information "over the phone" than he would not call the "cops". I was outraged. Not only had I received poor customer service and was still patronizing the store and shortly after I brought the poor service to the attention of the assistant manager [redacted] I was being accused in NO UNCERTAIN TERMS of stealing merchandise from the store. When I told the salesman that I had not even been home and that if he had truly reviewed the surveillance cameras then he would have seen me standing in the line to pay for all of the merchandise. And he would have seen me make additional purchases after my initial because I had forgotten some miscellaneous items. The manager could not explain to me why this salesman was calling me and making threats to call the police, and denied that the salesman had been given this authority and that he was not on commission. I have his voice mail on my phone as if he truly was anxious that we had taken items from the store. Again I was with a licensed carpenter my 20 year old son and we followed their instructions and I observed the cashier scanning the doors which he accused me of stealing. I never had a chance to review the receipts and when I insisted on taking my time to retrieve the receipt and verify my purchases he threatened to call the "cops" and that I would never receive my orders. Even if he had not charged my for the doors they did not amount to the $2600.00 that was spent in the store that day and he had no right to call me with those hostile threats. It was very upsetting to me and quite frankly I do not feel comfortable at all shopping in the store any further. Especially not with my son and or any other professional contractors. There is no need for him to accuse me of dishonesty and of stealing when I clearly came to purchase and in fact had spent a substantial amount of money. Call the cops? Really? on [redacted] year old law abiding citizen who came in to buy screen doors and storm windows. Totally out of control salesman. This is inappropriate.Desired Settlement: I would like the young man to be educated as to exactly what his job description is. Is he supposed to review the surveillance video and notify customers. He needs sensitivity training. In my opinion he acted inappropriately and assumed that I was trying to steal from Menards and threatened to call the police on me when I have done nothing wrong. I am offended and embarrassed and shocked and I no longer want to do business with your company. Enough is enough. I called the bank and they recommended that I return all the items and cancel the transaction and that is what would be best for me. I would like a full refund and a sincere apology from the store manager in writing. I did not deserve this treatment and should be in addition compensated for the waste of my time. Had I known that I would be treated so disrespectfully by the sales people at this store I would have tried to obtain the security doors from another hardware store like Lowes or Home Depot.....but because other Menards in the past were quite hospitable I assumed this would be the case. Clearly this young man [redacted] does not have the interpersonal skills to deal with a diverse group of customers. Why should I purchase items from a store that makes mistakes and then blames the customers and calls them thieves? and Threatens to withhold the product that they paid for and or to call the police due to their own inadequacy. This is not what I expect in 2016. Good customer service trumps everything overtime.

Business

Response:

Thank you for giving us the opportunity to respond to Ms. [redacted]'s concerns.I apologize for any poor service Ms. [redacted] received. Unfortunately, I am not able toinvestigate without more information. Please ask Ms. [redacted] to send readable copics ofher cash register receipt s, special order contracts and any other supporting documentation tomy attention at the address listed below. We [redacted] then be able to review and moreintelligently address her concerns.We value Ms. [redacted]·s business and appreciate her cooperation in this matter.

Review: When I was checking out I swiped my debit card to pay for my purchase and the computer froze and I was told I would have to wait until they re started the computer again to get my receipt. It did not produce my receipt so the Manager told the check out person to scan my purchase again and swipe my card. I then went to the service desk to make sure I was not charged twice.The Manager said that I was only charged once. I checked my account and in fact I was charged twice. The amount was $276.50. I went back to the store to have them fix the problem. I was told that they could not see the problem and that it was my Banks fault. I went to my bank and they said it was Menards fault and they should refund my money for the double billing. I went back to Menards and the Manager called [redacted]l at their Headquarters. The Manager [redacted] Said he would call me right back and of course he never did. I had to go back to my bank and put in a fraud protection against Menards. They took my money and would not give it back.Desired Settlement: Give me back the money you stole out of my account. You took it and would not give it back.

Business

Response:

Thank you for giving us the opportunity to respond to Mr. [redacted]' concerns.I am sorry if Mr. [redacted] was double charged for his purchase. We need additionalinformation in order to research his request. Please ask Mr. [redacted] to send a readable copy ofhis receipt to my attention at the address listed below.We value Mr. [redacted]' business and appreciate his cooperation in this matter.Sincerely,