Menards — Attraction in Saint Peters

Absolute worst customer service from the GM, TJ, of the St. Peter's Menards. Good range of products and decent prices, but you can't trust this company to take responsibility for its mistakes. Expect to be treated like an inconvenience, belittled and stonewalled.

The other representatives at this Menards have been kind and helpful to the extent they can, stating what they have authorization to do and escalating when they reach the end of that. I'm sure there is one of these folks that would do GREAT as the new GM after they fire TJ.

I purchased doors from Menards March of '22. It was immediately clear that the doors were poorly manufactured - even the door stop on the hinge side was rubbing the door (which shouldn't ever happen, even with the worst installation.

I contacted the store before bringing them back in to make sure I was doing it right and they told me I would have to file a warranty claim and couldn't return them. So I did. And waited. And waited. It took months to be contacted back and when they did, I sent the requested information in return....and waited. Finally in December I was able to get a 'claim representative' assigned.

This representative has been dodging and delaying, requesting resubmission 3 or 4 times the same information already provided. Sending back excuses for not handling the claim like "I used the wrong kind of stain on the doors" after I provided the type of PAINT I used along with the painting guide saying it was okay (these are primed doors - nobody in the world would use stain)

That brings us to my complaint here: I recounted all of this to the GM of the St. Peters Menards and asked him if he could help me escalate or find another path. His responses were all in the tone of "That sounds like your problem, not mine" and even claimed "He didn't have a boss, his only interaction with Menards corporate is through the customer service email that I am using." I asked what the process was for escalating or moving past this person who was clearly stonewalling. His response: just keep sending emails and wait.

So, as the GM he told me: He has no way to contact corporate besides the customer service email, and that he wouldn't even do that because it wouldn't do any good.

He has no boss or anyone he reports directly to

There is no path for escalations when a customer is stuck in an unproductive service path

When he finally named 'the regional operations manager' as someone higher than him in his chain of command, he said he 'absolutely was not going to talk to him about this'...

I ordered decking in February for delivery to my home. I have ordered decking numerous times at multiple homes from Menards stores. When the Menards website generated decking materials purchase list for project I brought contractor with me to the sales desk to order supplies. * is listed as the sold by employee from 2/20/2025. I went through all generated special order contracts at the sales desk before payment at the cash registers. * said item 112-9706 is a $114.99 price that is refunded if customer returns the decking packaging to the store after delivery. Today I brought the items to the store to return. I got an outside yard merchandise return slip from the front end return center initialed by *). I drove my f150 truck and 20ft trailer to the yard to unload the packaging materials. I was told to back up from the sales pickup drive lane with my trailer to the deliveries drive lane to enter. I went to meet employee to unload two 16ft 2x6 boards, two oversized pallets, blocking and boards used for packing from the delivery in March. Employee * initialed my oversized return of packing items that required me to bring a truck and enclosed trailer today. I took this initialed pink slip to the return center desk at the front of the store for the refund of $114.99 item 112-9706. I was then told by 3 employees previous at sales desk in Feb, front deck and backyard today through the processes where all had me continue with leaving packaging items at store in backyard until this is 4th employee told me the item is nonrefundable. Then she wanted to keep the paperwork outside yard merchandise return slips which were refused to be processed, and I have my receipt and special order contract and all paperwork. I do not appreciate this run around of employees not knowing if it is returnable or not and telling me to leave without a refund. I expect a refund of this money to my credit card. This is a good opportunity for a Google review, or bbb complaint, or dispute my entire credit card charge. I expect you will train all your employee la to not tell every customer the packaging charge is refundable when your front desk refuses. I have paid this bogus packaging charge many times for ordering materials for projects. Some times I have transferred the materials from pallets in the Menards backyard into my vehicle or trailer on site, other times I have had delivered, some times a forklift operator has placed the items directly into my vehicle or trailer. It is not consistent from employee to employee or...

Ordered over 5k in overhead garage doors, material was delivered last Monday. Stsrted installation Tuesday realized Wednesday I was missing parts. Called Thursday spoke to someone in delivery told me it was special order ge would look into it and get back to me that afternoon or evening at the latest. Its Sunday and still no call, message, or anything. I have 2 10ft doors with out locks and an 11ft door I can't operate either because it's missing brackets, cable anchor brackets and no locks... I know you guys are able to lock up your buildings every night. BUT IM NOT I understand things happen but when a mistake is made I own it, I fix it, I stop whatever I'm doing now to go back to your problem and get it resolved. Update!!! 2/13/21 It is now been 4 months since receiving my doors minus the parts missing. I have repeatedly called and called and emailed the store finally emailed me some piece of paper to fill out in regards to my complaint And told me they were not gonna be able to help me Now mind you as of today I still have a bay door on my warehouse unusable because this 11ft door required a special double track system up top to open. After going back and forth with the manufacturer for December, January, and now Feb. They have finally shipped the parts been waiting 2 weeks, I called the garage door company yesterday and they said the parts made it to the store on the 10th... no phone call from them I called yesterday and asked they said they couldn't find anything was transferred to 3 people and Tim the manager said he would call back. Called back yesterday at 5pm said he found the parts I could come get them. I send a truck and a guy up there today to pick up parts and the delivery counter says they aren't there the order was canceled or not paid for. 🤔 unbelievable.... I call up there ask for Tim and he is at lunch tell me to call back later. At this point I'm beyond frustrated I just want to use my garage door. If you open it it will fall off the tracks. 30 mkns later Tim appears and they have the track parts after all. I had even sent them photos of what was missing and 4 1/2 months later I'm finally getting the rest of the order I paid for in advance. I WILL NEVER EVER USE MENARDS, BUY FROM MENARDS, I WILL DRIVE OUT OF MY WAY TO GO ELSEWHERE. IN MY OPINON I FEEL THEY ARE INEPT, UNORGANIZED, AND PRETTY...