ComplaintsforMenard, Inc.

Building Materials

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Initial Complaint
10/21/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We purchased a washer machine from Menards in *********** *************. Unfortunately my husband lost the receipt we have had the washer machine for about 8 months the washer machine went out. We had a repair guy, look at the machine and set the whole thing has to be replaced it's been broke since the day we bought it. It has ruined our floor in our washroom that we have to replace. We have not ask no money to help replace the floor just replace the washer. They say there's nothing they can do at all we ask them if they could look the item ** in their computer they said no it's like they really don't care. So I am writing this to see if I can get some help getting my washer machine that I just spent $700 for replaced without having to go buy a brand new one again thank you ***************************
Customer response
10/22/2021
I called another menards today in ohio to get some in3 what i can do with the washer. I was told have them look up the ticket from when we got the washer its in the system. My husband went up today and had them look it up.. The lady at the front desk found it and stated she cant print it. She called the manager up he done something to the computer and said oh that was bit your.. My husband seen it was they are being nasty about it please help

> Sent: Thursday, October 21, 2021 at 7:56 PM
> From: "Better Business Bureau" <********************************************************>
> To: ************************
> Subject: You have a new message from the BBB of *********
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> You have a new message from the BBB of ********* in regards to your complaint.
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> Complaint #********.
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> BBB of ********* (***********************************************************************************************************************************************
> Phone: *************
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> Email: **************************************************
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Business response
11/02/2021
See attached for how to get the receipt using the credit card that was used to make the purchase.
Initial Complaint
10/21/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased refrigerator and it was delivered 9/11/21. 9/23/21 it was no longer working, called Whirlpool and they couldn't get it serviced for 8 days; then it needed parts. 10/14/21 parts were installed and it is still not working. We attempted to return it to Menards and Menards will not take it back until Whirlpool Ok's the return and or exchange. Whirlpool is dragging their feet and blaming Menards and Menards is doing the same. I need a resolution. 5+weeks without a working refrigerator in my home is not acceptable. We have another service call on 10/25 which we're sure they will again have to order parts and then we are still waiting for it to be fixed. We would just appreciate having some customer service and care that we are without a working refrigerator that has become a need/necessity in every American home.
Business response
11/02/2021
See attached for next steps.
Customer response
11/03/2021
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.]

Myself and my husband have been in contact with 3 different people at the Fox Lake Menards and not ONE of them has followed up with us on anything they said they would do.
The store manager, the assistant store manager and **** - who I assume is the department manager for appliances. Not one of them could be bothered to provide any customer service.
I had to take the matter up with Whirlpool through the BBB to get the appliance replaced. It's pathetic that no one wanted to take ownership (either at Menards or with calling Whirlpool myself direct) of this problem and I had to take these actions to get a proper resolution. I was without a working refrigerator in my home for 7 weeks! Whirlpool did replace the refrigerator on 10/30/21. Now, I have to try to again deal with Menards to get the information from them on the extended warranty through *********** that I bought at the same time of purchase as the refrigerator and received NOTHING on this purchase from Menards or ***********. I need to update the serial number on the purchased extended warranty and receiving at a minimum a customer information page on the extended warranty from the store I purchased it from would have been most helpful. Don't offer to customers the opportunity to purchase an extended warranty through another vendor if you cannot provide information needed for them to make contact. I paid Menards for this purchase online when I bought the appliance. I expect Menards to be able to provide the warranty coverage information and point me in the right direction for assistance from ***********. The lack of customer service and care coming out of the Fox Lake Menards that starts at the TOP of this store with the store manager is shameful and I would hope not what Corporate Menards expects from their higher up representatives.

Can you provide me with the information I need to make contact with *********** (extended warranty coverage) so that I can attempt to notify them of the replacement refrigerator so that the warranty can be transferred to the new appliance? OR, how about YOU take it a step forward and provide some customer service and get the situation corrected with *********** on my behalf? After all, it is Menards that I purchased it from and it is Menards that delivered me a $1,700 worthless refrigerator and it is Menards that REFUSED to make good on this lemon of a refrigerator that took me SEVEN weeks to get replaced because no one at your Fox Lake store could be bothered to provide ANY customer service and follow up.

Very Unsatisfied,
***************************

Business response
11/15/2021
see attached
this requires serial numbers from both
Customer response
11/16/2021
0508Better 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.]

I'm not snail mailing you anything. Your email address would have been appreciated. Our Last name is not common, if you took any time at all to look at purchases made in the ********, ** Store you will find ONE- Zywczak made a Whirlpool purchase and figure out what it is we bought and when. Better yet, call that store manager and ask them who they're talking to about a bad Whirlpool refrigerator and when he is unable to tell you; then you'll have confirmation for yourself he's not following through with customer service. Or maybe you don't care to let him know you have an upset customer you're trying to provide a resolution to?

The broken refrigerator serial number is ********** and MOD number on the label is WRS325SDHZ05. The replacement refrigerator serial number is ********** and MOD number on the label is WRS325SDHZ08. The Menards order number is 31618305. Thank you for helping to make my point on not receiving anything from Menards on the extended warranty that was purchased at the same time the appliance was paid for to MENARDS. I frankly don't care if we call it *********** or ALLSTATE- as I see now on the receipt you made me find to give you an order number that you have access to in your own computer system; based on last name alone. We're not the ***** family; you could find us if you tried. I would greatly appreciate information being sent to me so that the extended warranty could be used; should we need it. I also would appreciate you sending me confirmation that the serial number has been updated with the purchased 5-year ALLSTATE Protection Plan on this appliance. I await your confirmation of updated serial number and extended warranty information for future use.

***************************
Business response
11/29/2021
see attached
we are working on getting the warranty information
Initial Complaint
10/20/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought an O guage railroad building from Menards on September 28, 2021. The item number is ******* and it is an American Materials Plant. When it arrived, I could easily see that it was broken in 4 places. Since you can not call Menards, I sent 4 emails and 3 voice mails over the next two weeks to try and rectify the problem. I got 3 responses from a man named Ray all saying the same thing: Sorry, I would like to help. You can try to fix it yourself or select a $ ***** vehicle for free. This building costs $80.00! This is not acceptable! No response from the voice mails. All I want is an even exchange: a new building for the broken one! This should be very easy to do, but they will not honor my wish. I am 73 years old and this railroad I am building is for my godson; I do not want a broken item for him. Please help me resolve this problem. All I need is a new building. Thank you very much for your support and help. ************
Business response
11/02/2021
See attached saying e-commerce department has been contacted.
Customer response
11/02/2021
[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
10/18/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On June 20 we went into the ******** Menards and had the manager at the pro desk tell us what we needed to order for a fence install. Not all items were in stock so he told us to wait to have everything delivered at one time. On July 6 th items were delivered to our house. We had our contractor come for install on sept 28th. They spent two days working with Menards to correct the wrong fence items to no avail. Menards agreed to take fence back with full refund to my account via manager thalan gm and **** Mgr deliverys. The truck picked up on oct 1 at almost 10 pm was too dark and came back for product on oct 2. Once items back to store Mgr **** now only wanting to give in store credit even though he told me over the phone it would go back to my account. They already made me pay another $100 to pick up wrong items for fence as my fence they sold us had gaps and would allow my 2 lb dog to get through. 90 days should start from delivery as we had no idea until contractor saw fence issue
Business response
11/02/2021
See attached saying the problem should be resolved now.
Initial Complaint
10/18/2021
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered a fence on 6/14/2021 and was told it would be delivered 7/21/2021. I checked-in regularly after it didn't arrive by the due date. On September 22, I stopped by the store to get another update, they informed me it had arrived, they weren't sure why I wasn't notified. They were loading it in my truck when I noticed that some of the pieces were dented and scratched. I inspected the order and every piece had damage. The employee that was helping me said I could just paint over the scratches. I refused the order due to the damage and since we're heading into fall/winter, I asked for a refund. I won't be able to put the fence in until next year and don't have room to store the materials. They said since it had been over 90 days they could only give me store credit. It is not my fault it went over 90 days, I don't know how long the materials had been in the store since I wasn't notified. I ended up reordering the fence because I didn't want credit. I want a full refund to my card.
Business response
10/27/2021
See attached:
All returns after 9/12/21 will be in the form of store credit.
Initial Complaint
10/17/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Sept. 4th, 2021 I purchased an Earthquake Victory model rear tine tiller. I was able to use this product for approximately 30 minutes before the engine started to shut off, I called Menards to see what I needed to do to return this defective product. They state that there return policy is they will not accept any gas powered items once gas has been put in it. I have to take it to a Menards approved repair shop to fix it and they suggested using there online repair shop finder to find the nearest shop. This return policy was not posted any where in there store as I looking in the area where the gas powered items are as well as I looked near the cash registers. It is mentioned on the bottom of there receipt but this is after the purchase was made. According to there repair shop finding tool there is no repair shop within 150 miles of my location. Similar stores such as ********** and Tractor Supply do not have such a ridiculous return policy.
Business response
10/27/2021
See attached for response regarding gas powered equipment returns.
Customer response
10/27/2021
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've since taken this product to a service center and was told the problem was with the transmission that was not caused by the customer. Also that it would not be worth fixing. I called the store I purchased the product from and was told they still would not accept the product back. It's very disappointing to pay $600 for a brand new item that breaks down before you really get to use it. Then you try to return the item and your told no. I expected Menards to back the products that they sold in there stores otherwise I would not of purchased anything from your store. If I had bought this item at any other store they would of taken it back no questions asked. Also your return policy on gas powered items really needs to be posted near the gas powered items to help anyone in the future from making the same mistake I made.

Regards,

***********************
Business response
11/08/2021
Please send readable copy on receipt.
Customer response
11/15/2021
[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:

The manufacture is replacing the broken part on the product I bought from *******. I still believe ******* has a ridiculous return policy and I've yet to be able to use the product I bought 2 months ago.

Regards,

***********************
Initial Complaint
10/15/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Companies s behaviour is borderline criminal people hang up are rude refuse supervisors and today I was discriminated between the lines I had an issue with a product that I purchased at Menards months went by when I was sent from equator to Menards and back no one is responsible today I talked to a very rude person by the name of ******* I do have her extention she was rude refused to help me never answered my questions and the hanged up on me she also refused to get me in contact with her supervisor by giving me a false phone number in the meanwhile I have a defect washer/dryer combo that is also way too small and to to the laundry mat every two days they are behaving borderline criminal I have also planned to give this to the attorney general of my state
Business response
11/08/2021
See attached for what is needed.
Initial Complaint
10/15/2021
Complaint Type:
Delivery Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
On September 11, 2021 I placed an order through menards.com for a **** nail gun. This was order number ********. I chose to order through Menards because of the $19.80 rebate they were offering. I received the rebate voucher in the mail only to be informed that this was an in store only credit. I live almost 200 miles from the nearest Menards store, so this rebate voucher is worthless to me. I would like to receive the rebate as a check made out to me, as I might not have placed the order if I was aware the rebate was to be given an in store only credit. This is my very first purchase through Menards, and the outcome will determine whether or not I give them any of my business in the future.
Business response
10/26/2021
Rebates are only good on in-store purchases.
Customer response
10/27/2021
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.

Menards did not make it clear when I made my purchase that the rebate was for use in store only. I live over 200 miles from their nearest store, and have no plans to make a 200 mile journey to be able to use the rebate. If their in store only stipulation would have been clear, I may not have made the initial purchase in the first place. There needs to be a process to use this rebate on their website or to make it an actual rebate to send me the rebate amount.

Regards,

***************************
Business response
11/08/2021
I am sorry if he didnt read information available to him.
Customer response
11/19/2021
Please reopen complaint ********. I did not receive the email from you dated 11/8/2021. The complaint was not resolved. On September 11, 2021 I placed an order through menards.com for a **** nail gun. This was order number ********. I chose to order through Menards because of the $19.80 rebate they were offering. I received the rebate voucher in the mail only to be informed that this was an in store only credit. I live almost 200 miles from the nearest Menards store, so this rebate voucher is worthless to me. I would like to receive the rebate as a check made out to me, as I might not have placed the order if I was aware the rebate was to be given an in store only credit. This is my very first purchase through Menards, and the outcome will determine whether or not I give them any of my business in the future.I would like to receive the $19.80 rebate and not an in store only credit.
Business response
12/07/2021
see attached
He applied for a rebate in store and it cannot be redeemed for cash
Initial Complaint
10/13/2021
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered 8 steel pegboards and tracking shows they were delivered to the wrong address and FedEx tells me that Menards did not put a street address on the package. They will not resend the order or give a refund. I don't understand why FedEx can't contact the driver to find out where they were actually delivered? I will attach the FedEx proof of delivery to which it shows an address that is not mine.
Business response
10/26/2021
See attached for additional information needed to be mailed. Menard's does not accept emailed attachments.
Customer response
10/27/2021
[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:
The matter has been resolved and I now have the items I purchased. Menards re-shipped the items per my proof of delivery that was not my address from the original transaction.
Thank you for your help in resolving this matter.

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
10/13/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought gutter materials from the menards website intending to pick them up later when I visit family in **************. After being told my order was delayed because the shipper got the colors wrong, I canceled the order. My checking account was charged $103.38 on June 26th 2021. As of today October 13th I have only been refunded a total of $10.47. I have trying for months through emails and phone calls to recover the remaining $92.91 that Im still owed. I have only been given excuses and unnecessary hoops to jump through even though my menards account and bank account both show proof of the money I was charged without receiving any products. Im shocked that a customer service oriented company like ********************** would blatantly steal money from a customer and hide behind their supposed internal red tape to avoid returning money they took from me while giving me nothing in return.
Business response
10/29/2021
See attached:
Refund should appear on his balance statement within 60 days.

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