Menards / horrible treatment

Green Bay, WI, United States Review updated:

Here is the letter I forwarded to corporate

On January 12, 2014 my father purchased two bathroom fans online, order
#xxxxx. He came to the conclusion,
after making the purchase that the fans were not fit for his needs and he
needed to return them. On Saturday, February 15, 2014, we went to Menards East
Green Bay, store # 3123 to return the fans he had purchased previously and to
purchase some other needed items for one of the renovation projects he is
working on. He was told by the representatives of the store, Randy Van Straten and Nick Wanless, that in order to return the items he would be subjected to a restocking fee because these fans were ‘special order.’ The issue here is that prior to checkout, on the website there is nothing that states anything about the item being a ‘special order’ or anything stating that if you do try to return said items that they will be subject to a 25% restocking fee. The site should clearly state those said terms otherwise anyone is misled into believing that they can return these items without any repercussions. While these two issues about the website were expressed to first, Nick Wanless he was not helpful but at least considerably understandable of the situation and he knew his hands were tied. Next, we asked to speak to the next person in the chain of management, we were directed to Randy Van Straten. Randy was far from helpful for being a general manager. We showed him through our whole process of utilizing the website and how we checked out to even prove to him that there was nothing indicating the 25% restocking fee from our items. There was more of an issue with Randy than just not being helpful his demeanor, tone, and attitude were degrading. He even took things as far as saying, “I can’t buy these fans back; nobody is going to buy a$400 fan.” He talked down on my father, like he has not made any purchases or returns with Menards in the past. He has always been a very loyal customer. I am quite sure the company is able to view through my father’s information the amount of purchases he has made here. You would think with all of the money and the time he has spent here he would receive slightly better treatment. He immediately received no help from Randy and when we asked to speak to whoever was above him, he rudely said, “Go ahead, John Menards.” This is obviously not the correct chain of managerial staff to go from a general manager to a CEO of such a large company, but we said okay asked for the contact information. He then handed us a comment card and turned away. My father was actually quite offended that he acted in such a way that he immediately left the store and decided to not even make his other necessary purchases. After making so many purchases with Menards he has never had an issue with any returns. As an onlooker to the whole situation I cannot get past the thought of what just happened, the treatment he received from a general manager was far from acceptable for any type of business, I am completely appalled by the service of Menards. Feel free to contact him through the information of his construction company, xxxxxxxxxxxxxxxxx. I am sure Menard’s has his information on file. If you would like to view his credit card purchases to help Menards understand the frustration he may have I am quite sure he would be happy to provide a representative with that information.

Regardless, I appreciate you taking the time to read of my concerns.

Feb 16, 2014
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  • Sc
      5th of Mar, 2014

    After mailing in my rebate for 74.55 and waiting ten weeks, no rebate. Went to the Menard's store, they could not help me.
    Menard's store was located in Springfield, Illinois West Side of town.

    -1 Votes

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