I live in Canada. I travel to Duluth, MN a lot and I've spent thousands of dollars at the Menards store in Hermantown, MN. On Oct. 30 I purchased a snow blower at this store but knowing it wouldn't fit in my car, I asked at the service desk it they could hold it for pick up until Nov. 26. I'd been told by a clerk in the snow blower department that usually they only hold pre paid merchandise for three weeks and I would be a few days over that. I was told that it would be "no problem" seeing as I'd come all the way from Canada. I'd had problems with customer service at this store before and told the service desk staff that I wanted assurances that my snow blower would be there when I drove back down on Nov. 26. Again I was told "no problem ma'am" We take care of our Canadian customers. I was told that once I'd paid for the blower, it would automatically be taken off the floor and placed in the back where I could pick it up at door #11.
I went to the checkout and paid in full. I asked the service desk to put my name on the box because it was really important that the blower be there for me when I was making a special trip back down to get it. They reassured me that I would have no trouble.
I rented a trailer and went to the store to pick up the blower as arranged on Nov. 26. They had sold my blower and every one of this model in all three of their local stores. I asked how this could possibly have happened given that their inventory is computerized. Once something is sold, how could they arbitrariy sell it again? The department manager, Brad Elms, told me they only hold merchandise for "two" weeks. I explained that I had been told three weeks but that his own service desk employees gave me an extension. He didn't care and tried to sell me a more expensive blower.
I asked to see the General Manager. Tom arrived, after being briefed by Brad and he refused to admit their mistake saying it was store policy to hold pre purchased merchandise for only ONE week. What? I told him they needed to get their stories straight. He refused to stand behind his employees assurances that my snow blower would be there for me. He couldn't have cared less that I had rented a trailer and driven all the way down from Canada. He told me to come back if and when they got more snow blowers of the size I wanted or I could buy a bigger one. He offered no discount, store credit, nothing. In fact every solution he offered would have cost me more money but wouldn't cost his store one cent.
I contacted Menards head office by fax and email and was ignored. I kept sending letters until finally someone named Ray emailed me. They do not talk to customers by phone at head office. I believe it's because it's easier to blow people off and give them the run around by email. I got no where with Ray. He too, was unconcerned with the so called "policies" of this store.
What concerns me the most is the blatant way that this chain advertises customer service and satisfaction. How can they get away with such false advertising? If anyone knows of a suit against this store for false advertising, I would be willing to be contacted.
Two months ago I purchased a $1,000.00 bed complete with Frame, headboard, and footboard. I waited patiently while the headboard, frame and footboard were ordered. This took 1 month to get instead of the two weeks promised. Meanwhile my thousand dollar bed sat on the floor. When it arrived it was only the headboard. This was due to the mistake of Elijah the manager of the department I bought it from. I let it go no big deal, they needed to order the rest. Well two weeks later after offering free delivery, the pieces came in. I received an email and nine days later had still not received my merchandise. After calling, I was told by their manager Chris that I would receive a call right back. Never recieved a call back. They did deliver the frame headboard and footboard the next day. However, the headboard was broken. Well I accepted the headboard and stuff in lue of them replacing it after it was re-ordered and delivered. Well the headboard needed to be glued to the frame, meaning to replace the headboard I would need to break the frame which Menards would take Menards another 2-3 weeks to order the rest of the frame. John Glover sent me an email explaining that they would give me my money back for the frame, headboard and footboard. Since my card was changed by Wells Fargo from the one I purchased the bed with, even though I have the receipt, they refused to give me my money back and instead said I could only have instore credit. Why would I want to continue to spend my hard earned money with a company that has screwed me around for 2 months and gave me a thousand dollar bed that sat on the floor for two months and a broken 250ish headboard footboard and frame? John got into an argument with me telling me to go to the BBB which I will also be doing because he wasn't going to give me my money back and instead was going to "ensure that I spent it in the store or did not receive it"
Absolutely incredible that that is who they have in management. BEWARE HUTCHINSON RESIDENTS!!!!!!!!!!
I purchased a Dap X Hose Pro 50 ft. It exploded. I went back last August (2014) and they exchanged the hose for another. I keep the hose indoosr all winted. and went to use it last week and it leakes again. I then took it back to Menards. The customer service rep was going to give me a Store credit with no receipt. But since they no longer sell the hose she could not. No bar code in there system. What a scam!!!!! This hose is bad. What to do. Thank you
I was notified immediately it was ready for pick up. I drove to the store, waited in line to get a gate pass, and they couldn't find it.
I was notified again it was ready for pick up. This time they told me I didn't need a gate pass. They couldn't find it... AGAIN... so they sent me to the department that handles insulation... that was sold out.
I received another email telling me they would CANCEL MY ORDER AND CHARGE ME A RESTOCKING FEE.
I went back and yet again, after spending hours dealing with incompetence, they were unable to find the product or assist me. So I drove back around to the front desk and spent 30 minutes while they attempted to cancel the order.
I say attempted because I never received the refund.
I went back today and was told it had been refunded to an inter-department purchase and that I'd have to email Menards.com for assistance. That A) the manager helping me couldn't do anything B) Menards.com doesn't have a phone number.
Overall I've spent more than 6 hours trying to pick up $80 worth of insulation.
I have never dealt with such incompetence, lack of accountability, and lack of empowerment EVER in retail.
The entire upper management of Menards should be immediately fired and replaced with business men under the age of 80 that have a rough understanding of how internet sales and customer service work.
The local staff that was either non-existent, sitting idly while there was a line at customer service and only 1 person helping, and just didn't care should be fired. The ones who returned the order wrong, gave mixed messages about the gate pass, etc. clearly need training. Basically this entire company needs a SERIOUS culture change.
Menards Reviews
I live in Canada. I travel to Duluth, MN a lot and I've spent thousands of dollars at the Menards store in Hermantown, MN. On Oct. 30 I purchased a snow blower at this store but knowing it wouldn't fit in my car, I asked at the service desk it they could hold it for pick up until Nov. 26. I'd been told by a clerk in the snow blower department that usually they only hold pre paid merchandise for three weeks and I would be a few days over that. I was told that it would be "no problem" seeing as I'd come all the way from Canada. I'd had problems with customer service at this store before and told the service desk staff that I wanted assurances that my snow blower would be there when I drove back down on Nov. 26. Again I was told "no problem ma'am" We take care of our Canadian customers. I was told that once I'd paid for the blower, it would automatically be taken off the floor and placed in the back where I could pick it up at door #11.
I went to the checkout and paid in full. I asked the service desk to put my name on the box because it was really important that the blower be there for me when I was making a special trip back down to get it. They reassured me that I would have no trouble.
I rented a trailer and went to the store to pick up the blower as arranged on Nov. 26. They had sold my blower and every one of this model in all three of their local stores. I asked how this could possibly have happened given that their inventory is computerized. Once something is sold, how could they arbitrariy sell it again? The department manager, Brad Elms, told me they only hold merchandise for "two" weeks. I explained that I had been told three weeks but that his own service desk employees gave me an extension. He didn't care and tried to sell me a more expensive blower.
I asked to see the General Manager. Tom arrived, after being briefed by Brad and he refused to admit their mistake saying it was store policy to hold pre purchased merchandise for only ONE week. What? I told him they needed to get their stories straight. He refused to stand behind his employees assurances that my snow blower would be there for me. He couldn't have cared less that I had rented a trailer and driven all the way down from Canada. He told me to come back if and when they got more snow blowers of the size I wanted or I could buy a bigger one. He offered no discount, store credit, nothing. In fact every solution he offered would have cost me more money but wouldn't cost his store one cent.
I contacted Menards head office by fax and email and was ignored. I kept sending letters until finally someone named Ray emailed me. They do not talk to customers by phone at head office. I believe it's because it's easier to blow people off and give them the run around by email. I got no where with Ray. He too, was unconcerned with the so called "policies" of this store.
What concerns me the most is the blatant way that this chain advertises customer service and satisfaction. How can they get away with such false advertising? If anyone knows of a suit against this store for false advertising, I would be willing to be contacted.
Two months ago I purchased a $1,000.00 bed complete with Frame, headboard, and footboard. I waited patiently while the headboard, frame and footboard were ordered. This took 1 month to get instead of the two weeks promised. Meanwhile my thousand dollar bed sat on the floor. When it arrived it was only the headboard. This was due to the mistake of Elijah the manager of the department I bought it from. I let it go no big deal, they needed to order the rest. Well two weeks later after offering free delivery, the pieces came in. I received an email and nine days later had still not received my merchandise. After calling, I was told by their manager Chris that I would receive a call right back. Never recieved a call back. They did deliver the frame headboard and footboard the next day. However, the headboard was broken. Well I accepted the headboard and stuff in lue of them replacing it after it was re-ordered and delivered. Well the headboard needed to be glued to the frame, meaning to replace the headboard I would need to break the frame which Menards would take Menards another 2-3 weeks to order the rest of the frame. John Glover sent me an email explaining that they would give me my money back for the frame, headboard and footboard. Since my card was changed by Wells Fargo from the one I purchased the bed with, even though I have the receipt, they refused to give me my money back and instead said I could only have instore credit. Why would I want to continue to spend my hard earned money with a company that has screwed me around for 2 months and gave me a thousand dollar bed that sat on the floor for two months and a broken 250ish headboard footboard and frame? John got into an argument with me telling me to go to the BBB which I will also be doing because he wasn't going to give me my money back and instead was going to "ensure that I spent it in the store or did not receive it"
Absolutely incredible that that is who they have in management. BEWARE HUTCHINSON RESIDENTS!!!!!!!!!!
I purchased a Dap X Hose Pro 50 ft. It exploded. I went back last August (2014) and they exchanged the hose for another. I keep the hose indoosr all winted. and went to use it last week and it leakes again. I then took it back to Menards. The customer service rep was going to give me a Store credit with no receipt. But since they no longer sell the hose she could not. No bar code in there system. What a scam!!!!! This hose is bad. What to do. Thank you
Louise Foreman (((phone number redacted)))
I recently ordered some insulation online.
I was notified immediately it was ready for pick up. I drove to the store, waited in line to get a gate pass, and they couldn't find it.
I was notified again it was ready for pick up. This time they told me I didn't need a gate pass. They couldn't find it... AGAIN... so they sent me to the department that handles insulation... that was sold out.
I received another email telling me they would CANCEL MY ORDER AND CHARGE ME A RESTOCKING FEE.
I went back and yet again, after spending hours dealing with incompetence, they were unable to find the product or assist me. So I drove back around to the front desk and spent 30 minutes while they attempted to cancel the order.
I say attempted because I never received the refund.
I went back today and was told it had been refunded to an inter-department purchase and that I'd have to email Menards.com for assistance. That A) the manager helping me couldn't do anything B) Menards.com doesn't have a phone number.
Overall I've spent more than 6 hours trying to pick up $80 worth of insulation.
I have never dealt with such incompetence, lack of accountability, and lack of empowerment EVER in retail.
The entire upper management of Menards should be immediately fired and replaced with business men under the age of 80 that have a rough understanding of how internet sales and customer service work.
The local staff that was either non-existent, sitting idly while there was a line at customer service and only 1 person helping, and just didn't care should be fired. The ones who returned the order wrong, gave mixed messages about the gate pass, etc. clearly need training. Basically this entire company needs a SERIOUS culture change.