Menard, Inc.

Thank you for giving us the opportunity to respond to Mr. [redacted] 's ongoing concerns.I am sorry that Mr. [redacted] was unhappy with our response. If he would like to submit a copyof the police report, we are certainly willing to fully cooperate with the police investigation.If Mr. [redacted] chooses not to file a police report, there is nothing we can do to assist him.We value Mr. [redacted] s business and appreciate his understanding in this matter.

Revdex.com:
I have reviewed...

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

Thank you for giving us the opportunity to respond to Ms. [redacted] 's concerns.I am sorry that Ms. [redacted] did not receive a rebate receipt for the car mats she purchased.Please ask her to send a readable copy of his cash register receipt to my attention at theaddress listed below. We will then be...

able to checkout her situation to make sure shereceives any rebate she is due.We value Ms. [redacted]'s business and appreciate her cooperation in this matter.

Thank you for giving us the opportunity to respond
to Ms. [redacted]'s concerns.I am sorry that Ms. [redacted] experienced a problem
with the paint she purchased. Once the product leaves the store we cannot be
responsible for product security. As stated in Ms. [redacted]'s complaint, her
claim has been...

submitted to the insurance company. Since they address all such
cases, she needs to continue working with them.We
value Ms. [redacted]'s business and appreciate her cooperation in this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Menards and their representative are very sorely mistaken in their version of what might have happened. Although it is correct the closeout items are first come first serve, they are also one of a kind and identified as such. When I purchased my door, it was first come first serve on each individual door. Individual meaning no two doors were alike. Each door that was sold was marked with a sold sign including the purchaser's name. When I purchased this particular door, my name was put on a piece of paper with the word "SOLD" and attached to the door while I was present. I have a receipt that includes a description of the door purchased. My receipt show a Mastercraft 30" x 80" Oak door in the description on my receipt contrary to what this representative is stating. This was done to assure that each sale would be noted and each customer would receive the door they purchased. The doors ranged in price from about $30 to over $500, therefore compounding the importance of getting the item you properly paid for.The doors were not allowed to be taken on the day purchased and, therefore, in the store's care and responsibility until released sometime after May 27, 2016. I returned on May 29,2016 to pick up my door. The front desk told me that I could go to the back and get it or let someone in the Millwork Department know and they would get it. When I asked an associate in Millwork about the door, I was informed that I would receive a call when the door was ready and that the other associate was wrong and should not have sent me to the back. I checked on my door and it still had the "SOLD" sign with my name taped to it. My properly paid for property was still in the care of Menards. I had not received a call in more than 3 weeks after this visit and I stopped in to see where my door was. I was then informed that my door was nowhere to be found. The [redacted], Jeremy looked personally and could not find it. He stated that either it was damaged and thrown out or it was resold to another customer. Damage items should be replaced and reselling the item could constitute theft as Menards sold an item that did not belong to them. I was advised to file a theft report with the [redacted] by attorneys but have held off hoping that Menards would step up and do the right thing. The door was in their care until released to me and they have not released it nor can they produce the door. I am asking that they replace my property. If not available then, I would accept a gift card in the amount equal to the replacement value of the door (approximately $75) since it would have to be special ordered and take time to deliver as well as having to make another trip to the store for pick up.
Regards,
Kevin [redacted]

Thank you for giving us the opportunity to respond toMr. [redacted]'s ongoing concerns.I am sorry that Mr. [redacted] is unhappy with the cabinet doors his mother purchased. Thewarranty on these cabinet doors is held and administered by Woodmont Doors. We haveforwarded a copy of the [redacted]s complaint to the warranty holder for their review andappropriate action.Mr. [redacted] should hear from Woodmont Doors soon.

[A default letter is provided...

here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

Thank you for giving us the opportunity to respond
to Ms. [redacted]'s concerns.I am sorry if there was a problem with the toilet
Ms. [redacted] purchased at out [redacted] location. We are a self-service,
do-it-yourself store offering the lowest possible prices on quality products.
While we are certainly...

willing to exchange any products that may be found to be
defective, we cannot further discount our already rock bottom prices.
Therefore, we would not be able to offer further discounts on Ms. [redacted]'s
purchase.We
value Ms. [redacted]'s business and appreciate her understanding in this matter.

Thank you for giving us the opportunity to respond to Ms. [redacted]'s concerns.I am sorry that Ms. [redacted] is unhappy with the service she received. Since there are noorder details attached with the complaint. I am unable to find an order for Ms. [redacted].Please understand that we arc a...

do-iI-yourself, cash and carry store, and we do not have thefacilities to store pre-paid merchandise for long periods of time. If Ms. [redacted] was unableto pick up the carpet pad at the lime of purchase. other arrangements should have been made.It appears as though the Store did send a merchandise credit check to Ms. [redacted]. as agoodwill gesture, which was certainly not required in this situation. There is nothing furtherwe can offer.We value Ms. [redacted] 's business and appreciate her understanding in this matter.

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.

Thank you for giving us the opportunity to respond
to Ms. [redacted]'s concerns.I am sorry that Ms. [redacted] was unhappy with an
on-line purchase. It is my understanding that the toilet was broken in transit
from the manufacturer to our distribution center. Since the toilet could not be
reordered...

to accommodate Ms. [redacted]'s time requirements, she was issued a
refund to her credit card. It is my understanding that Ms. [redacted] has
purchased a toilet from another retailer.I trust Ms.
[redacted]'s claim has been resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Just FYIMenards ad for 7-5 thru 7- 18 , 1.95 x 10 lin. ft. = 19.88Menards ad for 9-2 thru 9- 13 ,1.99x 10 lin. ft. =  19.88I still say there's nothing wrong with my math, but it did give them a reason for a price increase. I suspect they are thanking me all the way to the bank               [redacted]               Duluth, MN

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I only want the file closed because there is no action being taken by Menards. They only "worked closely" with me because I complained. I initiated almost every interaction and the order still took over 6 months to be completed correctly.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

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.

I am sorry that Mr. [redacted] was unhappy with the rake he purchased. We have a very liberalreturns policy and Mr. [redacted] could have returned the rake with his receipt. Also, withoutproof that he purchased the rake from us, nor when that purchase was made, since wc did nothave the rake in question in...

stock, we were unable to exchange it. He was, however, given aS I 0.59 credit to be used toward the purchase of another rake of his choosing. Since he hasbeen refunded for the rake in question, there is nothing further we can offer.We value Mr. [redacted]'s business and appreciate his understanding in this matter.

I am sorry that Mr. [redacted] experienced a problem with a delivery. Unfortunately, there is not enough information included with his complaint to research his allegation. In order to investigate further, please ask Mr. [redacted] to  send readable copies of his invoices and cash register receipts to my...

attention at the address listed below. we will then be better able to address his concerns.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I would accept this.  However, they are asking me now to get an ad that is over a month old and expected me to keep it after the responses I got.  The SKU they put on my special order was the error as it does not match the SKU that was on sale, but is in fact the exact same door (which was verified by the store).  But, they were not willing to help me in any way since it was a different SKU only for the simple fact of my hinges on the door actually being more EXPENSIVE than the standard brass ones that come on the doors typically.  SO with that, providing that information is only going to result in the same outcome of them saying it doesn't match.  I would be willing to provide the receipt and contract I still have, but I do not have access to the ad anymore.  Before I provide anything I would like to know what they are going to do to prove or show that the door I purchased was on sale because as I said I only have the receipt and the contract and there is no SKU to actually match.  Only can go by the description of the door on the contract and then they need to search all the ads since the date of my order within 30 days.  Please tell me your plan and if you will search the ads.  I do not want to deal directly with the business either as if they don't resolve it then this case could already be closed.  So please make sure they know all correspondence will come through here.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We bought the tiller to till the soil during planting season for our garden. Planting season is time sensitive, and the only way we can find out if the equipment we bought works or not is to use it (fill it up with gasoline). Unfortunately, this tiller has broken down twice in three uses, and when it was working (engine turning and the tiller rotating), it fails to break the soil down as it should. We have had to buy another tiller in order to finish our planting (taking it to the shop in the spring would have had us waiting for 4 weeks just to get someone to look at it). In the end, this tiller did not work as advertised, and failed to perform as it should. We no longer want this tiller, because 1) it does not work as advertised, and 2) the quality is bad because it has failed us twice in only three uses. We no longer want this tiller, we want a refund and return this equipment.
Regards,
[redacted]

[redacted]
 
I have reviewed Menards reply about my complaint.  I tried to call Mr. [redacted] but was sent to an automated response, which is their company right.
 
I also appreciate FINALLY being offered the opportunity to return the item that I had with my receipt and refund my money to the account as stated on their return policy.
 
And I would take them up on this offer, however after haggling over this for so long I actually gave this item away as an xmas gift and installed it for my mother.  I will tell Menards that she is happy with the item and as the person that installed it for her, this was easy to install.
 
The point of my complaint was not however to just return the item (and after this long haggling I figured their response would not allow me to return this item, so I gave the item as a gift.
 
The point is that Menards is faulty advertising in their store and not having positive customer service.  I went back into the store I purchased this from last night and their sign is still up (even after having this issue come up and their store manager even said yes it's confusing on the 5x I tried to return it because different manager said I could).  And then when trying to contact and talk...talk, not yell or scream or carry on, but discuss my frustrations I can't even get a corporate exec to talk to me on the phone?.  And their policy that caused this is still hanging in their stores which can cause frustrations for other customers, yet they don't seem to care.
 
I've never contacted the Revdex.com as I try really hard to understand they are a business and also understand people try to cheat and lie everyday.  I simply wanted them to honor their policy (which after 2 months they did through last email...thank you for that), treat me as a customer they value (by contacting me via phone to talk about this...showing me that I'm valued beyond needing to contact Revdex.com), and correct the issue (which isn't their policy but IS their signs in their store stating a different policy).  And I understand totally this will cost them money and I quite honestly feel horrible about that.  Would it be a start to change the policy on their website to read "tender" as stated in the first reply, instead of account?  It doesn't seem this would cost them much money.
 
I just don't feel Menards values customers and continues to feel it's ok to lie about their policies through their advertised return policies.
 
I'm trying to be reasonable and understanding.  I also understand Menards can do whatever they want as they are a big corporation.  In trying to be understanding I'll be honest, I'm perturbed about the 5 trips I took out to return this item (15-20 min each way).  That was an expense in gas to me.  Do I feel if they valued me I'ld get a gift card...possibly.  Will I expect that not at all.
 
What's sad is I shopped exclusively at Menards for years for my home improvement items.  Doors, trim, patio blocks, fans, showers, backyard fencing, patio furniture...all of it came from Menards.  And I've also NEVER had a company expressly state a policy and then refuse to honor it as Menards has, OR for that matter not have a company executive be willing to talk to a concerned customer.
 
Making me take an item back to a store and make 2.5 months to get a check in the mail for that item does not at all resolve my complaint
 
So I will again post my phone number and address for someone from Menards to contact me (please follow up with written..I'm not trying to catch anyone in a legal issue).

The rebates I have inquired about do not pertain to my last address. These are all new rebates earned at my current address. I have in fact emailed pictures of over 30 receipts to the rebates international email and thier response was they are not in the system. If menards would like to contact me directly and discuss the matter I'm willing to help them address the issue. Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Neil [redacted]