ComplaintsforMenard, Inc.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 14, 2024, we bought flooring from Menards in ****************, **. To go with that flooring, since they did not have all items in stock, we bought trim pieces via their online app from the manufacturer, Framerica. Originally, the items were to arrive by July 15 (which is quite ridiculous), although I was told that it generally arrives prior to the listed date. When I saw that items were not shipped by July 15 on the application, I contacted ********* who stated that the items would be shipped by the end of that week. When I saw that the items were not shipped as indicated, I contacted Menards, who also stated that they contacted ********* on July 26th who stated that the items were not even produced at that point. Menards also stated that ************************ went silent. On Monday July 29, I once again contacted ********* stating that the items had not been shipped as indicated and I felt that I am due a partial refund due to the long delay. The items are for an investment property and are delaying completion, which in turn delays cash flow coming in. I received no response. I then contacted Menards, since they are the vendor, who will not offer any sort of partial refund since it is a manufacturer delay. I think that if you are the vendor then the companies you contract with should be held to a high standard and in this case, the customer is backed - not hiding behind the manufacturer. As of today the item is shown to be shipped to arrive on August 1.

  Business response

  08/12/2024

  See attached

  Customer response

  08/15/2024

  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.
  
  After a month and a half of waiting and in checking up on the delay being told that the items weren't even in production, I absolutely reject Menard's dismissive response.  With the speed that the items arrived after repeated calls and correspondence being made, the manufacturer clearly had the materials available and could have shipped it weeks earlier.  Further, when the items actually did arrive, they messed up the order by sending incorrect pieces of quarter round (which I had to return to Menards and further delaying my order).  While I understand that Menards position is to lay blame on the manufacturer, which I suppose is the obvious position, unfortunately they are still the vendor in this case and should likely be assisting me as the customer rather than hiding behind the manufacturer (Framerica).  While I give credit that Menards made some phone calls to give Framerica a push to ship the materials, I also feel that they should be working towards partial compensation for the delay.  If this was a restaurant, comparatively speaking, the managers in this case would be offering free meals for the wait, and which I am not asking for.  That is called customer service.  I will finish my business at Menards with respect to my current home renovation, but this particular situation will unfortunately make me pursue other options when choosing home improvement retail stores.   
  
  Regards,
  
  *************************

  Business response

  08/27/2024

  See attached

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a refrigerator on 6/10/2024 to be delivered to my house on 6/11/2024. While at the store I measured to fridge without the doors and explained to the sales lady ****** that the fridge would need the doors removed to fit in my house. ****** assured me that the delivery team would be able to take the doors off prior to bringing the fridge in my home. ****** stated she was sure the fridge would fit given the measurements of my door way and that the delivery team would be able to take the doors off and get the fridge in. Upon delivery of the fridge the delivery team tells me it is against policy for them to take the doors off the fridge and they run into this issue all the time. I called the store to explain the situation and was told they would be getting back with me shortly. After an hour of not hearing anything I called the store again and was transferred to a manager ****. **** tells me it does not matter if they took the doors off or not the fridge would still not fit. I tell **** that is incorrect and that there is almost 3" of clearance with the doors off. **** proceeded to argue with me and I told him I was not dealing with his rudeness and I would come in and get a refund. I went to the store for a refund and **** refused to give me back my $100 delivery fee. I attempted to explain to **** that the fridge would fit if the doors were taken off like I was told the delivery team would do. **** refused to listen to me and talked over me while I was trying to explain. **** then insisted that I did not know how to use a tape measure and continued to talk over me. The kind lady at customer service told **** she would need his "swipe" to process the return and **** walked away. I had to wait for someone else to come approve the return. I feel like the store did not try at all to make it right.. I am so disappointed in this experience and feel I am due my $100 delivery fee back since the fridge was never delivered.I have contacted Menards multiple times.

  Business response

  08/12/2024

  see attached

  Customer response

  08/12/2024

  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 do not appreciate being accused of falsifying information. I had a very specific conversation about the doors of the fridge needing to come off upon delivery with Waneetta the sales floor clerk. The two of us even put our heads in the drawer of the freezer to look and see that the drawer can come off. When I walked back to set up delivery time no one went over any delivery information with me. Upon delivery, the delivery person name starts with a J, said "they do this to us all the time because they just want to make a sale". That statement tells me this is a known issue and has not been addressed with the sales floor. Upon returning the fridge, manager ****, who was incredibly rude implied that I do not know how to use a tape measure and knowing that there would need to be manager approval for the return walked away from me as I was talking to him and when the customer service lady told him "ill need your swipe" he turned around and said "call someone else". I was appalled by not only the way I was treated but the way **** treated the lady at customer service. After emailing and getting a response from the store manager where he flat out said I was lying I have nothing good to say about Menards and will not be shopping there ever. I have shared my story with several other people as well as on social media and the similar stories and experiences people have had with management at that store is disgusting. I urge you to reconsider refunding my delivery fee due to the lack communication on the stores end and the terrible customer service I received from management at that store.  

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

  Business response

  08/22/2024

  See attached

• Initial Complaint

  07/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today around 12:30pm a Menards worker stopped me to verify my receipt after picking up a large online order.

  Business response

  08/07/2024

  See attached

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a generator from Menard **************** 7/16/24. I am a senior citizen with disabilitys and was not told or shown a small printed paper on the shelf stating if you put gas in the generator it is non returnable. I had three different individuals say I had 30 days to return the generator if it was not what I needed or was not happy with it. The generator stopped working after 10hrs of use and was not what I needed. I tried to return the generator on 7/20/24 and was told that I could not because I put gas in it. I would not have purchased the generator if I knew this information before hand, as I live on SSI. I only bought the generator because I was told I had 30 days to try it out. I hope it is not Menard business policy to lie to disabled senior citizens just to make a sale. All I want is a full refund of the money I spent based on the information the sales associates gave me before purchase.

  Business response

  08/01/2024

  see attached

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Problem: Menards sold defective products."Installed guest complaint form" attached. This form outlines all the issues and what resolution is expected. High Level:* Qty 4 SKU ******* (10x10 patio bundle) purchased 5/10/24 * They were delivered on 5/22/24 * Installed that weekend - 5/25 - 5/28/24 * On 5/28/24 after the pavers were watered to lock the locking sand, the immediately started oozing a rust colored satin an each brick * 5/28 spoke with building materials manager at store #**** as well as the manufacturer via Menards website * Installed guest complaint form (with pics) sent to Menards * Menards sent us a letter in response (attached) * The letter was to the manufacturer asking how they are going to handle the issue and we were just CC'ed * As of 7/22/24 we have not gotten a response from MFG or Menards. There is no good phone number to call, the one that is on the letter just going to a voicemail with an email address * We have emailed that email address several times with no response

  Business response

  08/02/2024

  see attached

  Customer response

  08/02/2024

  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.
  
  After patiently waiting 48 days for Midwest Manufacturing to reply to your letter, they finally responded on July 22nd offering to replace the pavers. We replied to them via email the same day with the following message:
  Hello,
  We received your letter today in response to the letter Menards sent. I am completely taken aback by your company's response to our issue; especially after waiting 48 days to hear back from you. Why should your consumer have to pay to have them delivered, pay to remove these pavers, pay to have them put back in, pay to have them physically removed from the property and pay to purchase all equipment and products needed to do said project? We had issues within hours due to a quality issue at your plant, hours. Every single paver is ruined and defective. 
  Replacement of the pavers was never in question; a representative of your company (as well as a representative of Menards) told us that within days. We have waited and saved for YEARS to put in this patio and could not be more disappointed with this response. 
  Please let me know how we will resolve and/or who we need to speak to in order to make the following happen- 
  1. Removal of damaged product 
  2. Disposal of damaged product
  3. Payment for materials required to replace new pavers
  4. Delivery of new pavers from **************;Menards
  5. Installation of new pavers 
  If this now falls back on Menards, I would appreciate a response in a timely fashion mentioning just that. We have patiently waited well beyond a normal timeline for a resolution to this issue. If discussing monetary compensation is easier, we are open to that as well. Just direct us to the correct contact. 
  Once again, these pavers lasted no more than a few hours due to an issue that happened at your plant. 
  On 8/1/24, they responded via email with the following:
  ****,
  I am sorry you are dissatisfied and that you do not agree with the warranty that the product carries.  To avoid confusion and miscommunication regarding warranty claims, all correspondence is done in writing via e-mail or US Mail.
  The replacement product that was offered in my previous correspondence, satisfies the warranty and is still a valid offer.  We are unable to offer any additional compensation for labor or delivery charges. 
  Please reply back with your approval and I will process the replacement order.
  Since we purchased this material from Menards (not Midwest Manufacturing), we expect Menards to solve our issue once and for all. If Midwest Manufacturing will only be sending new pavers, we expect Menards to deliver them, rip up and haul away the defective ones, then install the replacements (along with locking sand). In lieu of Menards contractors doing all the work, we are open to monetary compensation so we can hire a contractor to get this done.
  The defect in the product has caused significant inconvenience, and I am eager to resolve this matter as soon as possible.
  Please let me know how you would like to proceed. I can be reached at ************ or ******************** for any further information or clarification.
  Thank you for your prompt attention to this matter. I look forward to your swift resolution.
  

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

  Business response

  08/20/2024

  see attached 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I call More than 20 times no one found my warranty and under my name. And phone number,... When.i call warranty place people discount phone ********** this number .please i need help .****************.***********)********.********

  Business response

  08/02/2024

  see attached 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased appliances at Menards on 07/12/24 in the amount of $1440.75 dollars. I was not told that delivery was an additional charge because I would have possibly took my business somewhere else that would have free delivery possibly I called today and was told about the charges. I explained that I wasnt told about the charge and asked why I wasnt told. I was told that the sales person was new and that she probably didnt know about the charges. Why wasnt she train or someone should have made sure that the sales representative work was correct. I am 75 years old and dont need or want extra because of co mistake

  Business response

  08/01/2024

  see attached

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a lawn roller online for pick up in store. Attached here is the screen shot from the listing. The last item on the listing was that it had an adjustable scraper bar which was one of the selling points for me when I was shopping for a roller. This item is heavy and large so I had to rent a truck to pick it up at the store when it came in. Once I got it home and opened the package I saw it did not come with a scraper bar. It isn't anywhere in the instructions nor in the box, so this was an error in the posting. I contacted their corporate office twice to ask that they fix the website description and offer a small refund that I could use to purchase a scraper bar. The first response said to return the item to the store. I again explained that would mean renting a truck again which is an added cost, plus I used the item since we were on a time-crunch on that project. The second time I reached out I was told again that it was a complaint to take to the local store, not their corporate headquarters. That makes no sense since this was a deceitful website listing no matter which store I chose to have it shipped to. I told them false advertising is serious. It appears today that somebody did update the website listing now, so they must have realized it was wrong, but I have been provided no compensation for the false advertisement nor the hassle this has caused me. I feel I just keep getting ignored. Not the first time Menards has pulled this kind of thing. It is getting very old.

  Business response

  08/01/2024

  see attached

  Customer response

  08/02/2024

  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.
  
  This response is yet another example of Menards assigning blame to someone else. The fact is it is their website. When I alerted them to the error their response to just return the product to the store was inappropriate. It took extreme action on my part to get them to actually fix the website which was my request from the start. While I appreciate that they eventually fixed the issue, they need to realize that additional training of their customer service staff is needed. This knee-jerk reaction on their part was inappropriate given my complaint. This case can be closed for now, but I wanted a record of my concerns about Menards taking these issues seriously to begin with instead of my having to talk to 4 different people to have THEIR website updated. The manufacturer may have caused the issue, but Menards needs to do better in their responses to customer complaints. It is THEIR name on the website.
  
  Regards,
  
  ***************************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April *******, I purchased a pedestal sink (in two parts) from the store in ************. On the morning of April 24, I had a certified plumber attempt to install this but he found there was a large chip.He also noted that the faucet that the Menards employee said would fit, did not. After removing my sink and packing it back up, he had spent about 3 hours at my unit. I returned the merchandise and purchased another, again asking if the faucet was compatible and was told it would. On 4/29, the plumber came back, found another chip in the pedestal, although not visible. He then advised he'd need to purchase additional hardware as that included was not long enough to secure to the wall. I received another call later that day advising that the pop valve was incompatible with the sink and that the he would need to order another that would actually fit. He left again and another plumber returned on May 5 to install. The original quote from the plumber was 3-4 hours at $198 per hour. The job took 7 hours, plus the cost of the hardware and the new pop valve resulting in a total charge of ********. I attempted to get resolution from corporate and received a response that as they're "do it yourself" they don't take responsibility for costs related to installation or other materials. I feel that had they made sure their merchandise was compatible with each other and/or their staff were better trained, this wouldn't have been an issue. I am seeking relief for the additional hours spent and the materials needed to install their sink. This should have cost $792 tops for the installation. If they're not willing to settle with me in this way, I will seriously consider going to small claims court over this. There seems to be no accountability from them up to this point and they should be "do it yourself" or not.

  Business response

  08/01/2024

  See attached

  Customer response

  08/09/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Flooring was purchased from Menard's 9/28/2021. Flooring cost was $4155.38. Installation cost was $2,035. Total Cost $6,190.38. Complaint was lodged with Menards on 8/2/2023. The complaint was forwarded to the **************** *********************************, **** Services Manager CFL Wood ************ ************************************************* Phone **************. An inspection was setup in August of 2023, and the inspection said the warranty was voided due there being a secondary underlayment under the floor. I disputed this finding as the photo showing the supposed underlayment was actually painters tape. After many months, a second inspection was setup in December of 2023. After many inquiries, Menards continues to say they have not received the report. I went to great lengths to have the inspector's resend the report to Menards. That was in May 2024. The second inspection report has been sent to Menards on two occasions by the ****************. I am still waiting to hear back from Menards on the status of my warranty claim.

  Business response

  07/23/2024

  See attached

  Customer response

  07/24/2024

  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.
  
  [Please type your response here.]Hello,

  Did they not read page 1 and that CFL flooring hired the inspector, not me. The report from the inspector has been sent to CFL Flooring and that report was sent to Menards on two separate occasions. As you can see, they are giving the runaround on the refund. Please just ask for the second report that was sent by CFL Flooring to Menards. Convenient that the report is not being received by Menards. 

  What are the next steps?

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

  Business response

  08/07/2024

  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. ↩