Menards — Attraction in Jefferson City

Terribly disorganized. Plan extra time.

Went to buy a grill for my husband and did my best not to step on toes, but inevitably had to step in.

Most places have a card or tear and take paper for larger items so the customer can pay for their purchase while employees retrieve the package, but not here!

The process I navigated included: first, locating and deciding which grill. Second, with no worker in sight, I took a photo of the sign (in anticipation of providing something for them to look up) and went through a check out lane. When it was my turn, I showed her the photo. However, I was told to hold on while she flicked a switch to notify a manger to tend to us. 3) Once a manager arrived, she asked me if they had the grill in stock- I said I didnt know. She then radioed a staff member to "meet me by the grills", described my clothing, and directed me to return to the grills. 4) I walked back to the grills....and waited. And waited. Just when I was about to give up and go to Lowes, a young, small girl appeared and asked if I was needing help. I playfully pointed to the grill and said I'd like to buy this one please. To which she responded, do we have it in? I asked why I kept getting asked that (what am I missing?). Without response, she looked up the item on her phone and responded they had it upstairs and could get it for me. 5) I had to ask her, am I meeting her up front...orrr? To which she said, I'll bring it to you. I paused to think the situation through and must have waited too long bc she asked "does that work"? I explained, I'm just thinking, most places have a tag I can bring up front to pay while you bring the item up front. That way I can pull my truck up to the door and we can load it. She responded, we can help you load it. I didnt respond right away bc I thought she had more to say (such as where I was meeting her). She asked again (something like, does that work- she did not say is there a problem, which I know she wanted to, so good job on that). But I explained, its just a very inefficient system. Most places have a card or something I can bring to the front and pay while the customer waits for the item to be retrieved or even pull up for you to load. This is a lot of back and forth and waiting. She explained they have a pull around, but then Id have to go all the way around. I responded ok. To which she got on her walkie and repeated the situation. I did not hear what the radio replied, but she responded to them "she said that was an inefficient system". She got off and said, no problem she will bring it, and left. I waited there for a while, unclear where we left where she was "bringing it". Ultimately, I decided to go back to the front. 6) Up front, I went to the same cashier, who called for the same manager. She cashier asked if I could pay while I waited. The manager asked if I had the SKU, to which I showed the photo I had taken. 7) the cashier was able to ring it up with my photo after all 8) I stood past the cashier line, waiting for further direction. The manager came over and told me they would be bringing it out. But walked off without further direction. 9) After waiting a while, I decided to go move my truck to the front loading area. 10) A young man came out front with the grill as I backed up into a spot. I waived and got out to put the tail gate down for him.

Unfortunately, he bent over, picked up the heavy item and harshly dropped it into the bed of the truck (no doubt bc it was heavy vs being spiteful etc).

I'm pretty sure you can do better Mennards, but I will not be purchasing large items from here from now on. Certainly a hassel, I couldn't imagine working there- it would drive me nuts!

Why can't you just put tags on large items that customers can tear and bring to the front to pay. Then the cashier can radio and ask, or have a manager coordinate...

I was not given 2 products that I purchased in a pick up order. I received an email order confirmation and order number with a bar code that an attendant scanned when I arrived at the pick up lane. My items were loaded and then I was sent through the attendant to exit. Upon arriving home (I live an hour away), there were 2 products missing. I went to review the receipt that should have been emailed to realize I had not received a receipt either. I then contacted Jason in the pick up dept at the Menards and was told that i had two separate tickets. He said he wasn't sure why and he apologized bit there was nothing else to do. I then called the main line and spoke with Ella Goldman, manager. She stated that I had two tickets because it was my responsibility to pick up the two items from the garden center that were missing. I was not notified of this when I placed the order or by the attendant or the man that places my product in the car. The while reason I ordered pick up was because these two items are very heavy. She told me I probably didn't get email confirmation of two tickets or a receipt because of Spam settings, however I did receive my initial order confirmation email. I have also gotten emails everything i have used Menards in the past.. She said that she doesn't know how my email works. (SNARKY) I told her I wanted a refund and my receipt emailed. She said she was refunding the price of the two missing items but I have yet to see that reflected as a pending transaction on my credit card. And she has to USPS mail the original receipt. Very very poor customer service from a business I used to think had excellent customer service and Ella really is a poor representation of that company, store and management. She would benefit from customer service training!!!! The fact that they don't ensure my order is complete and still charged me for all ordered products, even the two i didn't receive. Then also say there are two tickets...That is very contradictory. Glad I called to inquire or they would have kept my product, money and receipt. Oh well,...

Menards definitely seems more grand than the other big home improvement chain stores, and they certainly appear to have a larger variety (where else can you have all your home improvement needs met, AND do a little grocery shopping?).

I shop as a homeowner doing the occasional improvement and HAVE found deals that are better than the other big place in town, but for most purchases, I haven't noticed much of a difference in price or selection.

However, there is one thing that I absolutely loathe about Menards. A lot of their building materials are kept outside, behind the store in a gated area that you are required to drive to for pickup. Even though they do stock some of their basic lumber in the main store, I was surprised, for example, to have to drive around to pick up treated 2x4s.

For those unfamiliar, the process (which I've done a handful of times) involves driving to the guard shack, showing a security guard your receipt, and they tell you where to park (sometimes they are right, other times you have to move your car again). You may wait 5 to 10 minutes for an employee to show up to assist with loading. Then you have to pass back by the guard shack, where they inspect your car to make sure you only got what you paid for.

At other stores, everything I've ever needed was inside the store, so I simply checkout and load in my car (employees still give assistance with loading if necessary). I will now drive out of my way to visit another store if I think I'll have to go through the guard shack process at Menards. For what I need, It just takes...