Menards

I placed an order for flooring online on 4-15-2021. Less than an hour later I realized the flooring was not water resistant as I had thought it was. I called to cancel the order. I spoke with a man in flooring who first asked why I wanted to cancel. I told him I had wanted some water protection. He then said, "Well, you don't have pets." I said yes I do have pets. He then said, "Well, you don't have kids.", I said yes, I have pets and lots of kids. He asked where I was putting the flooring in. I told him two bedrooms and a living room. He then tried to convince me that as this flooring was going into a living room and two bedrooms it would not matter. He said I didn't need waterproofing anyways. He said, "If something spills you're going to wipe it up anyway, right?" He went on about how if it were in the kitchen the refrigerator may leak or ice melting in the refrigerator could cause wetness on the floor... I explained I just wanted to cancel this and order one with water protection. He then informed me I needed to go online to cancel the order.
I went online and made a request to cancel the order on the form provided in their website.
That was Thursday April 15th, about an hour after I had placed the order. I did not receive a response.
Today is Sunday the 18th of April and I've still not received a reply. I called Menards in Escanaba 5 times today, each time the calls went unanswered. The 6th time was answered by a voice prompting me to press a number for a department. I pressed the number for the department I needed, flooring. The phone went unanswered. I then called again and pressed "22" which indicated it would bring me to "manager, front desk, ' etc. The phone was answered by"Josh". I began to explain I wanted to cancel an order I'd placed for flooring and he said,"I'll transfer you"and the phone began ringing again, I assume with the flooring department.
The call went unanswered.
I called Menards again and this time I just pressed"22"for the manager/front desk. Josh answered again. I said"Please don't transfer me because no one is answering in that department"and began explaining that I wanted to cancel the order I had placed. Josh responded with," If you want to cancel that is the department you need to talk to". I asked if he was able to look up the order to help me and he said he could not. I said if I had to go to Menards (40miles from me) to take care of this I would not be buying my flooring from Menards. He then went on to say I may be charged a restocking fee, and I told him this flooring is on backorder, so that shouldn't be an issue. I asked him his full name but he did not provide that. Instead, he asked for my full name and phone number. I gave it to him and he said someone would call me back shortly and hung up on me. I did receive a call back from a man in flooring. He said the order was in and ready to be picked up. I told him it's still on backorder. He insisted it was there and the only way I could cancel this now is to go online and fill out a return form. I have taken pics of all the info. online showing everything I just stated. I did fill out a second request to cancel the order-there was no option available to"return order", I assume because it's still on backorder. I got a hold of my credit card company and they will be able to stop payment for this as soon as it's posted to my account. On my credit card account it shows Menards has refunded me $1.49 today. That's one dollar and 49 cents! The charge is $1201.26 for the flooring. I am not sure why they refunded a little over a dollar, but I am really frustrated with all of this to the point I don't care to shop at Menards ever again.
I do feel something should be done about this as I am not the only one who has had problems with this particular Menards store.
It has been pointed out to me recently that women are feeling belittled and"pushed around" at this store. Looking back at my first contact with the flooring department I see exactly what people have been saying. I simply wanted to cancel an order, but instead ended up explaining to a guy that I have kids and pets. I am not a dumb woman, and really do not appreciate being treated this way. Josh at the front desk was rude and talked over everything I was trying to explain.
I am so upset with this experience I have thought about contacting more than a complaint department as I feel this won't be taken care of or even looked at in a professional or appropriate manner. It is just unacceptable.
I am opening a business and if any of my employees ever spoke to or treated my customers in this manner they would be fired on the spot.
I hope this matter is taken seriously and appropriate action is taken to prevent anyone from having this undesirable experience happen to them.
Sincerely,
Sandra Dee Danielson
P.O. Box 322
Norway, MI. 49870
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