Menards review: Poor customer service 20

I am a longer term and loyal customer of Menards who has spent thousands of dollars purchasing supplies from your location at 2601 North Clybourn AVe., Chicago, Illinois 60614 over the past several years.

Today, Sunday, March 27, 2008, I went to that store location and purchased merchandise and supplies for further improvements I'm doing on my home. Because of the load, I went to the customer service desk and rented a truck. This isn't the first time I've rented a truck from Menards. The salesperson who rented the truck w to me was identified as Victor. Victor went over the rental contract with him explaining the time frames for fees and said that I should make sure that upon return of truck, it's filled to the level of when it was rented. I took the truck, made my home deliveries, and put two gallons of gas in the truck to replace what I used - I live about 10 miles round trip from the store. When I returned the truck, Victor inspected it, recorded the gas level and then asked me for gas receipts. I told Victor that I didn't have receipts but to please check the gas level on the truck. He said he did check and yes it was at the level of what it was when I rented it, but that I needed to produce receipts to prove that I had purchased the gas. I asked Victor was this a new policy as I've rented trucks from Menards for years and never had any trouble upon "proving" that I refilled the truck to the level it was when I checked it out. Victor ignored my concerns and said that unless I produced the receipts, he would have to charge me. I reminded him that when I rented the truck from him, his instruction was to make sure the gas tank was at the same level as it was when I rented it or I would be charged $4.00 a gallon. At no time did he inform me that I had to produce any receipts upon return of the truck. When I brought this to his attention, he told me to read the contract and demanded payment. He went on to say I had no proof that I replaced the gas used, even though I pointed out that when I returned the truck it was exactly at the gas level of when I rented it. This made no difference to Victor. He might as well called me a liar. I went ahead and paid the $2.97 under protest, but the money wasn't the issue. He alleged that I was lying.

I asked to speak to the general manager and Mr. Brummond Sanchez appeared and said he was the general store manager. I asked him if he was the general manager just to confirm and he said he was. When he heard my concern, he reiterated what Victor had said and further added this was a new company policy. When I asked for father clarification as to how the mileage rate was co computed, I was told the vehicle gets about 15 miles to a gallon and although not said this way, alleged they prorated the fee based on actual mileage. The fact that I returned the truck with the same gas level I left with made no difference to him as well. Before I left the store, I asked Mr. Sanchez for his business card and when he gave it to me, it revealed that he wasn' t the general manager but an assistant general manager. When I asked him why he repressed himself as the "general manager" he said "I am a general manager at which time I corrected him and told him that that wasn't what his card read and that I wanted to speak to the general manager of the store to register my complaint. It was then that I learned Mr. Bruce Cooley was the general manager. I later called Mr. Cooley and expressed my dissatisfaction with how this situation was handled:

> mislead as to terms of gas refuelling of truck

> mislead as to who the actual general manager of the store was

> was basically accused on not being honest and attempting to cheat the company out of $2.97.

>embarrassed in front of my family and other customers

I like to think this was aberration, as to the poor customer service but I'm not sure. I asked that you please advice your customer service reps that not all customers are liars or attempting to cheat the company out of what's due. In this case, the company's policy changed as to gas mileage.

Menards has put off charging guests fuel for years. This is a new policy though. It is possible the person renting you the truck didn't mention the return of fuel receipts, or since you have rented the truck many times possibly didn't hear it mentioned. You said you have refilled the rental truck over the years of use, but this was never the policy before. Fuel was always paid for by Menards until last week. Any time the GM is not at the store the Assistant GM is the acting GM. He was not deceiving you by stating he was the GM. A customer service person should not accuse a guest of lying.

whoever posted the last comment defending menards must be the lucky man to sit under john menards desk trying to get a raise

On 08/19/08 a customer of mine went to menards to return 4 slab doors, they were the wrong size. She is a mom with a 3 year old and a 6 month old. She walked into the store and asked for help to bring in the doors because of the two kids (her husband was working and she needed to exchange the doors today) the person at he customer service desk told her that they had nobody to help her unload, it was her responsibility. She pointed out that she had two infants, "sorry", so she struggled to bring in the doors to exchange, after picking out the new doors she asked if someone could help her load the newly purchased doors.

She was told no one available today to load merchandise. Oh it gets better, then she goes to the trim department to det quarter round molding, she is told by the sales person to bring in someone who knows what she wants? What part of quarter round trim didn't he understand. She spent 3.5 hours there, well pissed off she left everything there and went to Lowe's across the street and was showered with customer service.

I called the local store after hearing her situation, to this date the store manager still hasn't called me or my customer about this.

Has this happened to anyone else as well, please let others know.

I work for menards and would like to say a few things. We are understaffed all the time. They never hire enough people and worry about pts to much. (payroll to sales). The person working the return desk just cant walk outside and load a cart and come back in. Shes there to do returns and watch the front door. Also there are thousands of items in the store. If a team member doesnt know exactly what your looking for the guest is going to be real pissed if she gets home and has the wrong item. Theres different sizes and types of quarter round. The team member doesnt want to the sell the wrong item to the person so the person gets pissed off and assumes the team member is an idiot. Does that make sense?

In September 2008 I purchased a simple trouble light from a bin that stated that the products were $8 each. When I got the product home, I realized that I'd paid $11 for the light and the attached label indicated that the fixture had a 16 foot cord, but in reality the cord was more like 6 feet. I'd overpaid by $3 because the light had the wrong label attached to it.

While $3 is really no big deal, I needed to return to the store anyway so I brought the light back and explained that what was obviously an $8 lamp had been mislabeled as being $11. The cashier brought this to the attention of the manager who was about 20 feet few feet away, and instead coming over he simply shouted dismissively, "If that's the price that scans, then that's what the light costs." He also insisted that there was no way I could have gotten that light from the $8 bin, even though the mislabeled light was identical to the other $8 lights except for the label. The cashier ended up siding with me, but the manager kept treating me like I was an annoyance and that I didn't know what I was talking about.

In the end I got my $3 back, but the price was demeaning and dismissive treatment by the manager.

If your "customer" purchased the wrong items, why would send "her and her two infant children" alone to return and repurchase the correct items, I know a lot of contractors and they would have personally taken the products back and got what was needed or they would have contacted the store and had one of the employees get the items they needed ready for her. So what does that say about your customer service skills?

I purchased a 3000 PSI Power washer from the Normal Illinois Menards on 4-17-09. Later that evening when I had time to assemble the machine, I found that the washer had been previously sold and apparently returned, as the interior packaging had been opened and the assembly parts removed. When I informed the stores manager of this situation, and told him I was now going to loose two hours pay due to his stores personnel's negligence in making sure all returned materials were checked to verify that all parts were intact. He asked me what He could do to correct this situation, and when I told him it would take at least two hours to go to his store from my location and back, I wanted him to cover my lost time as it directly affected my pay. He said he would give me $20 dollars (USD) which wouldn't cover my time one way. I then informed him that since his company and especially his store, doesn't appear to care about his employees failure to verify returns, he could have it back, and I would take my purchase elsewhere. Hopefully, where they care about their c;lients needs more than Menards. I will be returning it first thing in the morning of 4-18-09. I doubt very much that I will be buyijng much more from Menards.

Yeah, that sounds pretty crappy. I'm not surprised. I hope you don't shop there any longer; there are plenty of competitors.

I can understand your frustration, but please don't get mad at the employee, its not their rule, they need to follow it or else they will get yelled at/fired. Which for saving you $3, isn't worth it.

Grow up, if she is too ###ing dumb to wait for her husband or bring help...then she shouldnt be going in there anyways. It's because of stupid people like her that people hate working in retail. Dumb ###.

This is no longer a menards policy, but it was for a short while. The people involved where merely following that. The complaint should not be about them, it should be about menards.

the store should have asked someone from a dpt. we do that at my store when there is not a person to help load ###. and this lady should be loading a door with 2 infant children...stupid [censored]., .

I was trying to exchange a 99 cent pkg of bolts for a shrter length...even trade. These people will NOT do the exchange without either a receipt or a drivers license. So I went back to my car to get my license. I also grabbed my debit card because I knew they could find my receipt through it, thinking this would make the exchange easier. The cashier said she could not do it at the register, I had to leave the line to go to a kiosk to get a duplicate receipt. The machine BROKE MY CARD. A manager had to come get the other half out of the machine. Once my card was broken THEN she said "Go ahead and do an even exchange" to the cashier. ONE, why could they not do that originally? I am physically disabled and it was difficult to return to my car. TWO, I never got an apology for my card being broken. It was friday night which means I am all weekend with no money, no way to get money from my account...nothing. It will also be a pain because most bills are automatically paid using that card. This means I now have to get a new card and contact every biller with the new number. Pain in the butt!

I then went back to get the right length bolts and could not find them. Nobody helped me (which is so not unusual for this store) and I was still very upset over my card. I finally said screw it, I will get them from elsewhere, keep my stupid wrong ones and never return to this store. I worked myself up being angry and frustrated. I ended up having an anxiety attack in the store. My 11 daughter was frightened and got help. ONE employee was helpful and kind. I was aware of her presence and kindness. My daughter said every other employee that stoood around and looked was being pulled away to go sign witness paperwork. My daughter told them what caused my anxiety attack (stress over the card being broken and the problems this caused) I still did not get an apology or anything. I spend on average $5000 a year in that store as I have a fixer upper and a rental. I will NOT be returning to that store. Homedepot is a bit further but the amount I would save in cost and the better service I always receive there will make the short drive worth it.

yeah...that makes sense. didn't they give you annother power washer? why is it menards fault that you decide to drive an hour to go to their store? they are not responsible to make sure you live within walking distance of their store. return it and remember to never buy anything from a retailer that is farther than 200 yards from your house. btw $20 is more than most retailers would do.

is it just me or are the mens toilets in any menards the busiest toilet stalls in any store? There's always dudes in there grunting out massive turds and you can hear the diaharea. Just funny. The smell is not though. Must be all of the guys who were out drinking the night before, then the wife gets them up extra early to do house work as punishment.

Menards is an evil cooperation. They DO NOT treat their employees well as advertised. I will never shop there again either. When I heard what they pulled on my friend...a manager of 8 years with the company...I was literally sick to my stomach. Eff U MENARDS. Btw, I am sorry for the disabled person. As a company that prides themselves on customer service, you should have had someone get your correct bolts for you (not that you're not capable) but, they already screwed your card and should be happy to help you with whatever you need. Like I said before Menards is an evil cooperation.

It sounds to me like you expect preferential treatment because your a women... Doesnt quite seem fair to me.

ON FRIDAY JULY 2OTH MY WIFE AND I WENT TO GO SHOPPING FOR CABINETS AND COUNTERTOPS AT MENARDS OF RHINELANDER WI. WE WENT IN THE STORE TO BUY NEW CABINETS AND COUNTERTOPS. WE WERE WAITED ON A MAN NAMED DAN. WE BOUGHT LOTS OF DIFFERENT COUNTERTOPS AND CANINETS THER A FEW WEEKS PRIOR FOR OUR HOUSE AND WAS VERY HAPPY WITH THE OTHER GENTALMEN THAT WAITED ON US PAUL AND LUKE. THIS TIME WE HAD DAN. HE WAS HARD TO TALK WITH AND REALLY DID NOT UNDERSTAND CUSTOMER SERVICE. HE WAS RUDE IN THE WAY HE TALKED WITH ME. HE BELITTLED ME.HE WAS TRYING TO DESIGN THE CABINETS AND WAS GETTING FUSTRATED WITH ME. WHEN WE WERE DONE FIGURING OUT THE DESIGN AND GOT THE PRICE WITH HELP FROM PAUL HE SAID OUT LOUD WE DO NOT HAVE MOST OF THE STUFF IN STOCK IN A BAD TONE. SO THEN I TOLD DAN I WOULD BE BACK AND I WENT TO LOOK ON THE SELF MYSELF. I WENT BACK TO DAN AND SAID THE SINK BASE WAS BACK THERE. HE WENT BACK THERE WITH ME AND SAID IN A SMART ### WAY THAT WAS NOT A SINK BASE THAT WAS A BASE CABINET. THEN I LOOKED AT HIM AND I SAID I DON'T LIKE THE WAY YOUR TALKING TO ME AND I DO NOT LIKE YOU. THEN HE SAID I DO NOT LIKE YOU EITHER. THEN IT GOT HOT AND HEAVY FOR A MINUTE AND I TOLD DAN HE SHOULD SHUT HIS MOUTH AND WALK AWAY. HE THEN LAUGHED AT ME AND FINALLY WALK AWAY. THEN HIS SUPERVISOR CAME OVER AND HELPED ME OUT AND GOT ME WHAT I NEEDED. THEN MY WIFE AND I WENT BACK TO SHOPPING AND WE SPEND A COUPLE OF THOUSAND DOLLAR ON DECKING, DOORS AND SIDING FOR MY SIDELINE BUSSINESS. LATER IN THE STORE THE SUPERVISOR BROUGHT THE STORE MANAGER TROY OVER AND WE TALKED ABOUT EVERYTHING THAT HAPPENED WITH DAN AND MYSELF. HE SAID IT HAPPENED ONCE BEFORE IN THE STORE AND TROY APOLIGIZED FOR WHAT HAPPEND. I WOULD SAY THAT DAN IS NOT A ASSET FOR YOUR STORE AND IF THIS HAPPENED 2 TIMES I AM SURE IT HAPPENED ALOT MORE THAN THAT. I HAVE BEEN A GOOD CUSTOMER FOR MANY YEARS. I SHOP AT THE MARQUETTE, ESCANABA, AND THE RHINELANDER LOCATIONS. YOU CAN LOOK AT MY BIG CARD AND SEE WHAT KIND OF DOLLARS I SPEND WITH YOUR COMPAY. I HAVE 2 BROTHERS TOM & SUE, TIM & THERSA THAT DO THE SAME. I TOOK A FEW DAYS TO THINK ABOUT WHAT HAPPENED TO ME AND I AM GETTING MORE UPSET. I CAN NOT BELIEVE IT EVEN HAPPENED TO ME.
TODD PENEGOR HOPE THIS WILL HELP SOMEONE

I AM WRITING ANOTHER LETTER TO YOU AND MENARDS OF RHINLANDER WI. I NEVER GOT A RESPOSE ON MY 1ST LETTER WICH MAKES ME THINK YOU DON'T CARE AS A OWER. I HOPE THAT IS NOT THE CASE. SO I GAVE MENARDS OF RHINLANDER ANOTHER CHANCE WITH MY BUSINESS. IN MY LAST LETTER I TOLD YOU AND TROY I SPEND LOTS OF MONEY IN YOUR STORE LOCATIONS. ON SEPT. 22ND THE WIFE AND I WENT TO THE RHINLANDER LOCATION TO ORDER 2 NEW CABINETS FOR OUR HOME. I JUST FINNISHED REMODELING OUR HOME WITH NEW CONTERTOPS, CABINETS, LAMINATE FLOORING, NEW DOORS AND STORM DOORS, AND MANY OTHER ITEMS. AFTER ALL OF THAT MY DISHWASHER SPRONG A LEAK. INSURANCE ADJUSTER CAME THEN SERVPRO AND REMOVED ALL OUR FLOORING AND DAMAGED CABINETS. SO ON SEPT. 22ND WE WENT TO RHINLANDER TO ORDER OUR CABINETS. PAUL HELP ME ON THE ORDER. HE HELP WITH PICKING OUT THE RIGHT COLOR AND DESIGN OF CABINETS. THEY TOOK A MONTH TO GET IN. ON OCT. 18TH I WENT TO RHINLANDER TO PICK UP MY 2 CABINETS A 200 MILE ROUND TRIP. AT THE SAME TIME OF COARSE I BOUGHT MORE STUFF. SO WHEN I GOT HOME THE WIFE AND I OPENED THE BOX TO BRING THE CABINETS IN AND THEY WERE NOT WHAT WE ORDERED. 1 36" BASE HAD FLAT SQUARE DOORS AND THE OTHER HAD THE BIVELED DESIGN LIKE I ORDERED. THE COLOR DID NOT MATCH LIKE IT DID WHEN WE ORDERED THE CABINETS. THE CABINET DOORS WERE NOT INSTALLED RIGHT AND THE WIFE AND I WERE VERY UPSET AGAIN. SO I CALLED THE STORE AND TALKED WITH KEVIN IN THAT DEPARTMENT. HE TURN ME OVER TO TROY THE NEXT DAY. I TALKED WITH TROY AND THE FIRST THING HE TOLD ME WAS THERE WAS A 25% CHARGE FOR RETUNING THE CABINETS. THAT WAS NOT MY FIRST COCERN. IT WAS TO FIND THE RIGHT CABINETS AND TO GET THEM INSTALLED SO WE CAN FINNISH THE CABINETS AND PUT THE COUNTERTOPS AND SINK IN SO WE CAN INSTALL ALL THE NEW LAMINATE FLOORING BACK IN THE HOUSE. I CAN NOT WAIT ANOTHER MONTH OR EVEN A WEEK FOR NEW CABINETS. I ASKED IF I COULD RETURN THE CABINETS AND BUY THE VALUE CHOICE THAT WERE IN STOCK SO WE CAN GET OUR KITCHEN BACK TOGETHER. TROY SAID HE COULD GIVE ME A 20% OFF THE VALUE CHOICE BUT STRESSED 25% CHARGE FOR RETURNING THE CABINETS I RECIEVED WHICH WAS NOT MY FAULT IN THE BEGINING. I CALLED TROY BACK AFTER TALKING IT OVER WITH MY WIFE. I TOLD HIM THAT HE SHOULD NOT CHARGE ME THE 25% STOCKING FEE IT WAS THE MANUFACTERS MISTAKE ON THE DOORS AND COLOR. TROY CAME UNGLUED AND TOLD ME THAT HE WOULD NOT HELP ME OUT ON THE 20% HE SAID THAT WAS OFF THE TABLE THEN I TOLD HIM THAT I WAS RETURNING ALL MY LAMINATE FLOORING MY CABINETS, TRIM BOARDS, DECK RAILING AND MUCH MORE.$ 2, 500.00 WORTH AND I WAS NOT SHOPPING AT MENARDS ANY MORE. HOME DEPOT IS JUST ACROSS TOWN. HE TOLD ME DO WHAT EVER YOU THINK IS BEST FOR YOU. THEN IT GOT UGLY AND WORDS WERE COMMING OUT OF BOTH OF OUR MOUTHS. I WENT TO YOUR PISSED OF CONSUMER WED SITE AND THER IS ALOT OF PEOPLE ON THERE COMPLANING ABOUT MANY DIFFERENT THINGS. I AND VERY COCERNED ABOUT THE LAST LETTER I WROTE AND DID NOT EVEN GET A RESPONSE. IS THIS THE WAY THE COMPANY IS MANAGED AND RAN? I SURE HOPE NOT. I TOLD TROY THAT HE SHOULD DO THE RIGHT THING WITH THE CABINETS AND HE DID NOT. I HOPE YOU WILL DO THE RIGHT THING FOR ME AND THE WIFE. I WOULD LIKE A RESPONSE TO THIS LETTER.
I WROTE THIS LETTER TO MR. MENARD 2 TIMES I DID NOT GET A RESPONSE AT ALL. HE DOES NOT CARE HOW HIS MANAGER IN RHILANDER IS RUNNING THE STORE THERE. I WILL NEVER GO TO THAT STORE. I DO NOT RECOMMEND ANYONE ELSE EITHER