Menards — damaged product via home delivery service
My husband and I were in the market for new stainless steel appliances. After much research at various stores, both "box stores" and small shops, we selected Menards because of the new "ship to home" service. We were told this service became available to reduce the chances of receiving damaged products. That, plus competitive pricing, helped us to determine that this would be our best option.
If we only knew then what we do now. It all started when JB Hunt was to deliver our new appliances on Wed, Nov 13. They never showed up. We called several times throughout the day for updates and were told that our appliances were on the truck for delivery. After our third call, we were told the delivery was still scheduled for "between 2:15 and 6:15 PM". By 6:45, we had to call again only to be told the driver had exceeded his hours for the day and we wouldn't be receiving our appliances. They arranged for delivery the following day, which means I had to rearrange my work schedule yet again to accommodate.
On Thursday, Nov 14, our delivery arrived. The drivers began unpacking our appliances (three total: refrigerator, dishwasher, gas range) and let me know right away that the gas range was damaged with a big dent and showed me a picture. I refused delivery. So disappointing, especially when we had been without a range because we were waiting for the new install. To top it off, we had paid for installation of the range but were then told they wouldn't install ours because it needs the conversion from natural gas to LP.
Our first order took one week from order to delivery. Our replacement won't show up now until NOVEMBER 27.Two weeks later. We are without a range because of damaged goods and our order can't be expedited. Why? Because, apparently, deliveries are only made to our area on Wednesdays. Apparently, our new range won't be ready (really, it's made-to-order?) until Thurs, Nov 21 which means it can't be shipped until the following Wed.
As the consumer, I honored my "contract" when I purchased appliances from Menards in good faith, for new, undamaged products. Menards didn't honor its end of the deal, with delivery of a product that was damaged and then inconveniencing me by not expediting a replacement. I'm beyond frustrated with this whole process and I will do what I can to spread the word for consumers to purchase appliances elsewhere. We haven't been offered a credit, an expedited order of our range so it's ready prior to Thurs, Nov 21, nor a heartfelt apology. I have a lovely gap where my range should be and I'll now have to rearrange my work schedule AGAIN for the next delivery, assuming it even shows up next Wednesday like it should. The first delivery certainly didn't. We haven't received a credit for the gas range install which couldn't happen because the range was damaged...and WON'T happen, because of the conversion.
This whole experience is a Menards fail.
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