Menards — Local services in Brimfield Township

Menards leadership - highly recommend either a retrain or process change with yard material and purchase strategy.

Stopped at Menards in Brimfield yesterday. Picked up a few items from in-store and took a picture of the bagged brown mulch part number in order to pay for it and then take my car around the back to the yard to load it up. Went to cash register at front of store and bought items and cashier charged me for the mulch and printed out a yard ticket for me.

Today, I stop at Menards again, though this time was with a small child with a small bladder. I also needed some slightly different yard products, so I walked to the yard to take a picture of the part number, then to the back of the store for a bathroom.

After getting back up to the front of the store and the cash registers, I was informed that the cashier today was unable to print a yard ticket (even though a separate cashier could yesterday) and that I would need to go to the back of the store to building materials. I assumed he was just a young high school employee and decided to just go try with the older, hopefully more experienced, cashiers in the garden section who would certainly help. They repeated the same claim - that I could only purchase these products by visiting the building materials section in the back of the store.

At this point, I COULD already had loaded my stuff into a cart, dragged it to the front of the store, and loaded my van. I SHOULD have just laughed and seen it as a way to get more steps in and just walk myself back to the back of the store again.

I’m too stubborn though.

MENARDS - figure out a way to take customers money at cash registers. It’s good...

Purchased a whirlpool microwave from this location last October. Asked customer service about the return policy, as my husband and I live out of the area and would not be back until December. We were told the item could be returned within 90-days. Unfortunately, the microwave was not the right size for our kitchen, so we brought it back unopened and were told that whirlpool products have a return window of 30-days. At first, they refused to take it back altogether, but later said the best they could do was give us store credit. This microwave was over $400 and we live hours from any Menards location! We would have never purchased it had we known about the limited return policy. This situation is the result of poor training of their employees, not the fault of the customer! We have always enjoyed shopping at Menards but will not be returning.

Update (02/21/23): the "response from owner" instructing you to contact the Kent general manager is useless. It's been nearly 2 months since I first contacted Benjamin, the Kent store manager, and there has been no resolution whatsoever. Initially, he took my contact information down and appeared as though he would take care of the situation. However, I've emailed him multiple times and each time he tells me he'll get back to me, but never does. At this point, I assume we will not be getting our money back. I will never make the mistake of shopping here again. I encourage others to save yourself the hassle and...

When you call Menards (in Kent, OH, but probably all of them) you immediately get a recording announcing that Menard's is "dedicated to service and quality...," yet the caller is forced to sit through a litany of department names until the desired one is announced. Hitting zero is not a valid option and doing so starts the call over. I don't view that as being dedicated to service. Being dedicated to service would involve a human being answering the phone and routing the call, or listing the customer service desk option first (it's 216, btw) in order to prevent all the frustration one gets while waiting for the correct extension to be announced, to simply ask, in my case, about the cost of propane. If I were the guy in Mill Working, the first option that one undoubtedly hits when hanging up and calling back (extension 201), I would get tired of answering the phone and routing the call to general customer service. I will say that the Mill Working guy was very nice and offered to route the call, as was the customer service desk employee when I finally got to speak with her. Sadly, by the time you get to one of them, the frustration has already mounted, the claim to provide dedicated service and quality is a lost cause, and I'm already Googling phone numbers for Lowes and Home Depot. Are you listening Menard's...