Complaint Rating:

Company information:
Menards
2101 Miller Park Way
West Milwaukee, Wisconsin
United States
Phone: 414) 389-8981
menards.com

We were building a deck and decided to go to the store a week ahead of time to order the wood. The order was printed out on a piece of paper for the clerk to enter and she did so - we went to the front of the store and paid. We had scheduled delivery for the following Sunday. When they came to deliver the boards this huge truck comes and drops off 20 20ft boards - I looked at the list that my stepfather had made for us and clear as day it says 20 10ft boards. The clerk had typed it incorrectly and we didn't notice because we of course she entered it correctly. We proceeded to call the store and speak to Mr. Jensen the manager and he told us it was totally our fault that we should have noticed before we paid for the order and that if we wanted him to come get the boards we would have to pay another $60. Keep in mind we live about 10 blocks from the store. My stepfather ended up bringing his boat over and we had to load them into that and take them back to the store.

I decided to let the corporate office know that there is a huge lack of customer service at the store and explained the story to them and I got an email back saying they didn't want to lose me as a customer and provided me with the phone number of the manager - who I had already talked to and who told me that the mixup was entirely our fault. So I proceeded to email back asking what they expected me to do. Attached is the resulting email trail.

thank you for your response, but at this point I now feel that your message is a little hollow being that Mr. Jensen is the one who was rude and apparently didn't care a thing about customer service. Now you're suggesting I call him to discuss this again? Why would I do that when he was so disrespectful the last time we talked? It's become apparent to me that Menards really doesn't care about their customers experiences. I'm truly sorry to hear that because as I stated before, we had been loyal customers.

This is the response I received from the store -

Jaime,

I’m sorry, but it would be your responsibility to make sure the order was correct.

Thank you

Ray

And here is my final response -

RAY -

Obviously Menards knows nothing about Customer Service and cares very little for how they treat their customers. While I have stated that I take responsibility for not noticing the ERROR OF THE PERSON WHO ENTERED THE ORDER from a sheet of paper where it was quite clearly written out - I think the fact that the manager in no way would take any responsibility and work with us to get this taken care of is ridiculous. Instead he was going to charge us to come get the wood... what a joke. And what a joke your company and your customer service is. You just lost this customer and believe me, I will tell everyone that I ever talk to in this lifetime how horribly Menards treats it's customers. I will now go out of my way to Home Depot where they at least realize it's the customers that make their business possible.


The response I have received from the offices of this company is just further proof that they have no care for the customers that make their business possible.