ComplaintsforMenard, Inc.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i paid menards $1500 to design me a pole building for my wedding venue.-after recieving the design i purchased the kit on 5-19 -throughout the building process we found out that i had the wrong poles, trusses, steel, footings, and garage doors (all of the major construction pieces)-Upon finding they had sent me the wrong garage doors i was forced to order the doors from another vendor due to time constraints. menards was not willing to refund my card but only give me an in store credit due to the 90 day policy. however if i had recieved all of the correct materials the doors would have been installed over a month ago. I am now stuck with $3000 in menards credit that i have no use for instead of having 2 mortgage payments worth of money put back in my bank account. they have also lost my $2500 rebate in the mail that i still have not seen from my origional purchase of the $23000 building.

  Business response

  09/24/2024

  See attached

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a new loveseat and recliner on August 12, 2024 with insurance protection. We r having issues with the mechanicical parts of it. I spoke to the *** because the manufacturer is in *******. The do not have any ***air place in *** for it. So he recommends to return for full refund d which I would Love to do. My husband and I are disabled and no one will pick it up so it can get returned. I want my money back and I want them to pick this furniture up.

  Business response

  09/25/2024

  See attached 

  Customer response

  09/25/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *********
  

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a chair from Menard's, paid almost $350 for delivery, and was promised by the woman who set up the delivery that they would work with me to delivery the chair after ****.I am so incredibly disappointed with this experience with Menard's. This is my first major purchase from Menard's and it has been a horrible experience. My couch purchase from ******'s has been an excellent delivery process, and that only cost $200 vs. the almost $350 from Menard's. Plus, they bring it inside and set it up.I refused the initial deliverysince Menard'sgave me inaccurate information. Now they want to charge me almost $150 more to deliver the chair. That's on Menard's to pay, not me, since they did not provide correct information. Don't bother sending the terms and conditions at purchase. It was the woman from Menard's who called me to set it up that told me the wrong information.That's why you need to deliver this for the fee I already paid. I'm not paying extra or a restocking fee. She said, sure, they'll work with you on the delivery, no problem. Well, I had to leave work anhour early, they did not deliver after **** and Menard's gave me inaccurate information when they set thingsup.Please escalate this up to a manager who can help ASAP. I wish I could say I'd purchase from Menard's again but unless this is resolved by delivering the chair to my front door for the fee I already paid, I can't imagine ever purchasing from them again.

  Business response

  09/16/2024

  see attached

  Customer response

  09/16/2024

  [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.]
  
  This was solved a while ago. Someone from Menard's called and arranged a delivery. Although I'm disappointed that the $350 chair had a $350 delivery charge, and that Menard's doesn't offer any flexibility on delivery, or helping customers get their delivery inside their house, I do have the chair and want to just move on from this.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ****** purchased dehumidifier for ****** with 11% rebate mailed same day have not received any answer to my follow when I have talked to other customers remarks were if rebate was small got it large rebates always gets lost somewhere

  Business response

  09/13/2024

  See attached

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/29/2024 $55.00. I was in the Menards store looking for a faucet for my shower. They didn't have anything in the store that I liked and they said we could order online. I purchased a shower head online, and it was shipped to the store. Because it took so long for the item to be shipped the plumber had to go into the store and purchase another shower head. I took it back to the store and was told that I would need to give Menards 25% restocking fee. The item was still in the original box that it was shipped in, and the box inside was still sealed, we hadn't opened it. They said it was a CUSTOM ORDER. The website doesn't say anything about CUSTOM ORDER--and really at $250 is not really above the price of those in the store. The website only says "Available for Special Order at ******". --I'm not sure what that means. I interpreted that to mean it could be sent to the store. Nothing on the website says you'll be charged a 25% restocking fee. Why can't they return it to the Menards site, or put it on the floor and sell it? Every other merchandiser does this. It really seems they are taking advantage of the consumer by charging me $65. It appears that anything you order online can be considered a. 'Custom Order". The public needs to be made aware of this practice. It's crazy I paid full price, and I give it to them at a 25% discount and then they sell it for full price. Not to mention that you also pay a pick up fee to Menards when you have something shipped to the store.

  Business response

  09/13/2024

  See attached

• Initial Complaint

  08/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In 2018 we purchase prepainted LP siding for our brand new house. Last summer I noticed the siding wasnt fully painted and filed a complaint with Menards as the siding came with a 15 year paint warranty. Long story short last fall through a series of 15 written letters and ****** sent away for testing they concluded that they would pay to repaint my house. I sent them quotes and never heard back. This spring I sent more quotes and they had a ***** response that I sent too many quotes. So I sent two quotes and now havent heard back and painting companies are saying they probably wont get my house painted this year anymore because we havent gotten a response from Menards. Im beyond done with this and dont know what to do. Every paint company said if they seen siding like this they usually recommend siding to be tore off house and redone that its too far gone to fix with paint. The persons name is ******************* and *** only been able to contact her via letter.

  Business response

  09/16/2024

  See attached

  Customer response

  09/17/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

   

  It's funny the minute you sent your first email two days later someone called one of the painters that gave us a bid and ok'd them to start painting our house. Still have never heard anything from Menards on this situtation. 

   

  Thank you so much, I don't know what I would have done without you guys. 
  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  08/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased and paid, $679.99, plus 5.5% tax; a Sterling Finesse Peak 47 5/8 W x 70 1/16H Matte Black Semi-Frameless Sliding Shower Door w/Frosted Glass, Order Confirmation Number, ********, on Menards website June 9, 2024. PLEASE NOTE: For whatever reason, Menards has my Customer Name as a number, 1996. It should be ***** *******.ALSO NOTE: while we have Order # ********, Menards has a different # in their system and I do not know what it is. It can be found under my Customer Name: 1996 (yes, it's number)We realize it was a custom piece and would require longer than normal manufacturing time. After approximately 8 weeks, I contacted Menards, located at **************************************, at phone number ************ for status and was informed they were unable to tell what the status was.Since that initial call, we have been contacting them every week, both by phone and in-store visits, as they make no effort to contact us for follow-up. They state ****** does not respond to them, so theyre unable to assist.This back and forth has continued since the initial contact. Around August 19th or 20th, I visited the store and expressed frustration. Two days later, a ****** representative phoned me to say the shower door unit was on the truck, and would be transported the following day. As a good will gesture, they e-mailed me $100.00 through EFT on August 23rd.August 27th I phoned Menards again for status and was advised they do not know where the shower door unit is.Available documents are attached to complaint.

  Business response

  09/13/2024

  See attached

• Initial Complaint

  08/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased about $110 of screws online on 8/4/2024. The delivery was scheduled through **** to my house. There was an issue in shipping and they never delivered it- it could be lost. I have tried the messaging through the online **** and Menards websites 2 times each- neither responded. I only want the screws or a refund, but there is no clear line of communication with Menards online.****: ********************** Menards: ******** or MCOM37991062 Thanks

  Business response

  09/13/2024

  See attached

  Customer response

  09/13/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered new counter tops, made sure the template fit and when they were delivered, they did not fit. There was a mix up with the delivery, not once but twice. My contractor now needs to take my kitchen apart for the 2nd time and he wants more money. I went back to Menards to have them pay him since it was their staff mistakes that caused the issues, and they refuse to cover all the extra labor costs. I have documentation for all communication since this began in May, I can send it to you. If you would like. They have the new counter tops, but they will not cover the labor, and my contractor will not reinstall the replacements if he cannot get paid. I have already paid him $700 for the first time Menards errors have caused several extra trips in which no work was able to be completed. I asked Menards if they wouldn't pay for the labor to issues store credit and they refused that as well. While I have paid them $4500 for materials and delivery, I am only asking them to cover the extra labor costs or give store credit for that amount of $700 - I am the one that is out holding the bag on their errors. My Kitchen has been in mess since May I went through 2 holidays with no water or able to do any work in the kitchen. Right now, it is only half put back together.

  Business response

  09/16/2024

  see attached

  Customer response

  09/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have explained to Menards and their supplier that if they had done their job correctly in the first place, we would not have an issue with the Labor for reinstallation now.  It is because of the errors on their part not mine, that the reinstallation is necessary.  I understand the policy but sometimes when your company is responsible for the problem you need to step up and take care of the customer.  This is very clearly the problem with Menards.  The mix up came with the delivery not going right, sending the product back by mistake of your employee and having to reorder - finally receiving the material and finding out it was cut incorrectly and had to be reordered.  Now for a second time the delivery came and was not complete, so the contractor had to make several trips only to find out everything was not delivered again the problem with your employees not reading the order correctly and covering the delivery.   Now, I am 4 months into this project, and it still is not complete, all because Menards employees did not do their job.  All you can say is your sorry - your sorry that you have incompetent staff, that not once but twice they made the same mistake, - that I paid you over $5000 and you cannot take care of the errors your company employees caused.  NO!! This is unacceptable.   
  Regards,
  
  Cavalene *****

  Business response

  09/30/2024

  See attached

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a barn from Menards which I designed at the store with the help of an employee. Prior to placing the order, I specifically asked if they deliver as I am not able to transport lumber for a barn. I was told they do and they pointed at a trailer behind the business stating the materials will arrive in a trailer that size. They asked if my road was passable with that trailer. I advised it absolutely was and I have in fact recently had larger vehicles deliver livestock to my property and a very large moving truck delivering all my furniture and other items (I just purchased this residence). I had also had a semi truck with very heavy and large land clearing machines drive to my property with absolutely no problems.I paid for the barn and everything was ordered. A couple weeks later, I received messages stating my barn would arrive on August 12th. That morning, I received a phone call from the delivery driver stating he was scheduled to deliver the barn materials however, he was not sure he was sure his truck would drive on the gravel road. I informed him the gravel road is very well maintained and as I had already told the store, several very large and heavy trucks with trailers have within the past month drove to my house. I also explained to him it is a neighborhood and not just a small gravel road. The deliver driver stated if I want the barn delivered, I will have to agree to pay any tow charges if he damages his truck driving to my house. I informed him I will not agree to pay if he has an accident with HIS truck. The driver advised he refused to deliver the barn I ordered and Menards had no other delivery driver available. I talked to Menards and they advised me there is nothing they can do for me and cancelled the order keeping $795 for a non-refundable stocking fee. I am only requesting my $795 back because I did not choose to cancel the order, they failed to deliver the materials as agreed upon.

  Business response

  09/13/2024

  See attached

  Customer response

  09/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  That is complete lie. I was never shown any pictures nor did anyone attempt a delivery. They looked at old ****** pictures and the driver determined he didn't want to drive to my residence. There is absolutely nothing wrong with the road and there is approximately an acre of cleared gravel to turn around on.

  I do not accept the reply from Menards and will contact the ************************ for them to do an investigation. 

  For them to continue lying and making up conversations that never happened is appalling. They literally stole money from me and now making up stories about what happened. It's a shame companies are allowed to treat customers this way. I'm a single mother who work 50 hrs a week. I've saved up for 2 years to get my barn and they just took the freedom to steal my hard earned money by making up lies. Disgraceful isn't even describing what they did. I will start media posts and videos to warn as many people as I possibly can about this company. This is not the last effort on my part to make this right, it is just the beginning. 

  
  Regards,
  
  ******* *****

  Business response

  09/30/2024

  See attached

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩