Menards — Local services in Apple Valley

The customer service at Menards (Apple Valley location) ranks as one of the worst I've experienced. Honestly, it is abhorrent. Let me explain, so hopefully, I can save you from wasting your time:

We purchased an Amana refrigerator from them 6 months ago, and they have failed to deliver it. We understood that many things are back-ordered, and deliveries are taking longer than usual. Still, there hasn't been a single attempt from Menards to keep us informed or communicate what's happening. Of course, their excuse is that it's up to Whirlpool—a third-party service. We didn't purchase it from Whirlpool; they are just the brand and delivery service. We bought the refrigerator from Menards. I'll get to the point. After several failed attempts to schedule with Whirlpool, including prepping our home for a set delivery window, we gave up and asked for a refund. (Remember, we're requesting a refund for a product we never received.) Today the person on the phone said that because it has been so long, they can only issue a store credit. What?! Okay, but they'll make an exception for us and pass our case on to "corporate," who might be willing to cut us a check. Of course, we want to know how long that will take and who to follow up with at "corporate." We could not get a contact, number, or timeline for what to expect. Down the black hole it goes! So who knows if or when we'll get our money back? We must wait for the process they imposed on us. Should we use our "store credit" to buy something so that we can return it and finally get the charge taken off of our credit card? Is that how to get a refund for undelivered products at Menards?

Returns and refunds are standard practices for any business selling products. Most stores handle them swiftly and painlessly. Menards wants to send us a check, and they want us to feel good about them making an exception to their practice of issuing store credit for products they fail to deliver on time. Effectively, they punish customers for waiting—through no fault of their own—too long. They then insist that unserviced customers use the money they took from them (in advance) to spend in their store again.

If Menards is just a warehouse for products with no concern for quality service or keeping its customers happy, why not order online and skip the extra time and pain they'll put you through? I hope you'll learn from...

We write this with deep disappointment with Menards in Apple Valley, MN, and the general manager there. We placed an order online for outside lights for our house on April 24, 2022 to be delivered the Apple Valley store. Understanding that supply-chain issues continue to plague everyone, we waited patiently for the lights and eventually followed-up in July . The lighting manager in Apple Valley courteously followed up with the supplier, and supplier indicated that the order would have a ship date in August. After waiting patiently for two more months we went to the Apple Valley store to cancel the order, as we had little hope at the end of September of every receiving the lights. In canceling the order the General Manager's approval was apparently required, and she indicated that the cancellation would incur a 25% restocking fee or approximately $75. Imagine our dismay for having to pay a 25% restocking fee for an order that we did not receive, that Menards Apple Valley did not receive, and whose status had not changed since the time of order ("On Order"). The GM stated that we had agreed to the restocking fee when we signed the contract. However, this was an on-line order and we did not "sign" any contract, and do not have any record of having agreed to this fee. Also, at the store, we saw on the board above the customer service desk that the restocking fee was at the "sole discretion" of Menard/the GM. Well, with all that said we are disappointed that we will no longer be shopping at Menards. We've been a steady customer for 25 years and have spent thousands over the years at the three different Apple Valley locations. However, with this unfair discretionary application of the restocking fee, we can no longer in good spirits visit your stores.

Update 9/29 - We wrote to Menards corporate customer service. The representative looked into our complaint and said that we should have never been charged the restocking fee by the Apple Valley store manager. Because of this, we will be given a fulll refund for the amount she made us pay. We will no longer be shopping the Menards Apple Valley store, but will be visiting other locations. Thank you to Menards corporate who could see how unfair that...

They do have 2 electric carts for disabled! They don’t advertise this. I had read a year ago some Menards have them and others do not. My mother went to this new location for something while I waited in handicapped parking (I’m disabled, she is not). She couldn’t find what she wanted exactly and said she couldn’t see any electric carts either.

Yesterday after much online searching and failure looking for a physical store with the items I wanted near me, happened to look at Menards’ website and found everything in stock. Went to the store hoping someone could direct me to where the items were so I wouldn’t be wandering around, and falling down when my legs gave out only to immediately see 2 electric carts! Yes! I only wanted 2 items and even with directions got lost a couple times. This new location is Huuuge! Ended up finding what I wanted and also spending twice the money buying more items I found along the way (I wouldn’t have been able to carry it all without the cart). Got bags for the extra stuff at the checkout so I could carry it all to my car (I walk with a cane, and can’t carry much).

The employees were super helpful. I know the proper way to approach employees is to apologize for interrupting them, it makes them more willing to help if you don’t approach them like you’re the king and they’re only peasants! Leave your bad day outside, treat the employees like they are the kings/queens and they’ll help you every time.

This location carries more food than ever before. They’re like a mini Walmart only with grocery store (higher) prices. If the cart could hold a longer charge I’d spend my whole check here (even if you turn the cart off when you stop, they don’t last forever).

They could certainly use a map online for the store. I drove past the department/area I wanted twice before seeing the banner (and after getting precise directions from an employee).

I will definitely be back. Best time to shop is a week day before noon. I was...