Menards — Attraction in Scio Township

Menards,

I’d like to share my recent visit to your 6405 Jackson Rd, Ann Arbor, MI 48103, location on 5/15/2024. I went to your Menards location on 05/15/24 to rent an orbital floor sander at approximately 1130am. I was assisted by Krystan at the guest relations desk who was very kind and showed great customer service. I rented the sander and my wife and I loaded it in our SUV and took it home. Upon getting home and plugged in, I could not get the sander to turn on. Despite trying numerous outlets, it would not turn on. I then called the Menards store and Savanah who is a manager answered the call. I explained that I just rented this sander and it will not turn on. She responded with “ I have no idea how it works, did you get an owners manual” I said no I did not, which she responded, “ Hmm well that’s not good, you can bring it back and we will give you a refund”. I had to explain that is a large, heavy machine that doesn’t really transport very easily and I would like to troubleshoot it if possible before loading it back in the car and returning it to swap it out. I asked if anyone in the store could assist me – She said let me find someone, placed me on hold and never returned to the line. With my wifes help I loaded the sander back into the car and returned to Menards for a different one. When I arrived I met with Savanah at the guest counter who told me she would cover the time I spent lugging the sander home, trying to make it work, and then returning it. I’d like to note – Upon walking up to the guest counter she was on her cell phone actively texting, or typing. She made no attempt to connect with me as guest, acknowledge my inconvenience, or at no point did she ever apologize for the inconvenience I experienced as customer – It truly felt like she couldn’t care less. The second sander worked without an issue and upon returning the second sander I was assisted by Bev. I told Bev what had happened and asked to cover the time I had the second sander. I only had it for maybe 2 hours. Bev said I cant help with you that - At that point she called over Mia, who I guess was manager on duty – I explained the situation to Mia, who said she has to call Savanah on her personal phone to confirm what I am saying. Mia then responded with “Savanah only said should cover additional time that you spent returning the first sander and trying to get it work not that actual time you had it”. In which I asked – You do understand everything I’ve experienced as guest regarding renting this sander – and now you won’t even refund me the $30.00 dollars I paid to have a working sander for 2 hours. She replied – “No I can’t, Savanah is above me and I can’t over ride her decision making”. I said you do acknowledge I got screwed over as a customer and the management team is basically saying there is no recourse. She acknowledged “yes I do understand – I’m sorry but she is above me and I can’t do anything to help you”. At the end of the day – I don’t really care about the $30.00. I care about feeling valued as a guest, and on May 15th, I felt like your management team, primary Savanah did not care about me as a guest as at all. I felt like Mia didn’t feel empowered to take care of a guest that she recognizes got screwed over by the company she works for and didn’t feel like she could help. I’d like Menards corporate to know how the management team at the Menards Ann Arbor location handles guest issues. It’s very clear additional training in customer service is needed for the...

I'm quite disappointed in the the recent experience that I've had with a water softener. The staff in general was not helpful or pleasant, and worst of all I was sold a floor model without being notified (online purchase).

I went in to the store on 9/18 since it was indicated that there was stock available at the store. After being helped by not so cordial staff, I was told that the product was out of stock. So I went home and ordered it online.

I then went to the store over a week and a half after (9/30) to pick up the item and to my dismay was provided a display model. I did not consent to this. I asked about it and was told "it was never used" and after explaining that I expected the product in a box and asking if all the parts were present (I'm still not sure, neither was the staff) I felt that I had no choice. Without the box, it was difficult to load. More importantly, I am unable to move the product my basement, as it is unprotected and slippery. During COVID times, this makes things much more difficult for me. Also, if the display model was available for purchase (the staff took me to it to confirm which model I wanted, then confirmed it was out of stock), it would have saved me an hour trip (each direction) to pick it up at another time. Coincidentally, I may have been able to move the unit to the install location. I'm not willing to drive 1.5 hours (total to and from) to get another model.

I called the store and was told the box had to value. I wonder why every company every makes boxes for their water softeners if there is no value. The company should be upfront with their display model policy, and should care more about making things right. Needless to say, I won't ever shop at this...

Have been a huge fan of Menards. Great store, wonderful place, usually great service and we've used it for numerous massive construction projects. Then we rented the Menards van to transport materials and got stuck in a neighborhood with an empty van trying to get up a hill in a snowstorm to return the van to Menards. We called a tow truck, which had a 2 hour wait given everyone was getting stuck. So we called Menards in desperation. (Meanwhile I lost count how many times we keep backing-up down the hill to where we have any traction to get a running start to start back up the hill again... Over and over and over again for an hour and 20 minutes until we miraculously actually made it out of there..) Instead of realizing the laws of physics and nature cannot be denied past a certain point and that we are in a bind, the customer service guy flat out says, "if it's not back by 9pm we will be filing a police report"

Really? Are we actually having this conversation? Do you really think that we call you stuck in a snowstorm in an Ann Arbor neighborhood and have any intention to "steal" the van?

This is insulting. Menards is way better than this. I felt like I was talking to an AI reciting "company policy". What kind of but head idiocy is this? So if someone gets a heart attack while driving the Menards van and their spouses calls are you going to insult them with "we are going to file a police report"?

Get your employees trained because this area is sorely lacking and your response was...