Menards — Local services in De Pere

We purchased a $4,000 Mastercraft door from the De Pere, WI store in July 2022. We left the door in its original packaging until the door could be installed but after install, we noticed some flaws to the interior of the door. We contacted Menards and was given information to contact (and work with) Mastercraft on this issue. After reviewing our photos, Mastercraft communicated to us that they would give us a new door. Although we appreciated the effort made to correct this issue, our hope was that the flaws in the original door could be fixed/repaired rather than a replacement (which would require additional time and expense on our end). We stated to Mastercraft via email that we would accept the replacement door as long as we did not need to return the original door – we had already gone over budget on the cost of the door and at that time could not afford the expense to have the new door installed. Mastercraft seemed to have no issue with us disposing of the original door at our leisure. Once the new door arrived, I was informed by the Menards De Pere store manager that in order to pick up the new door I would have to put down a deposit which would then be refunded once the old door was returned. I explained to him that this was not the agreement we had with Mastercraft. I have now had several conversations with this manager to see if he could talk to the sales representative at Mastercraft to come up with a resolution – possibly some money back on the original door due to the flaws. Menards and this manager made ZERO effort to help come up with any other solution. I then sent at least 5 emails to Menards guest services, providing details and requesting a phone call from the store manager’s superior. Not only did a never get a phone call from anyone other than the store manager, in 2 separate emails it was stated that they would like to help resolve this issue but once again, no effort/response has been made. This has been going on for the last 5 months and this experience by far, has been the worst customer service we have ever received! I have worked as a purchaser for a company for the last 25 years and have always been willing to work with our vendors to come up with a reasonable solution when a valued customer receives a damaged item. We recently received a letter stating that if we do not pick up the door it will be disposed of. As a company you would rather dispose of a $4,000 door then to try to come up with a reasonable solution for a customer? How does that make any sense? We have always shopped at Menards throughout the years but we will NEVER make another major purchase from your store. We deeply regret not doing our research and reading the many negative reviews from other Menards customers. If we would have done this, we would have purchased our front...

This place can be a real hit or miss when it comes to customer service. I've been there many times, where it's painful to see some associates struggle to deliver average customer service. But there has also been times where I was very impressed with others high level of customer service. One example of the high end customer service was last month when I went there to purchase material to build a deck. There were some people that would say hi and ask if they could help, but it wasn't very authentic and didn't seem like they really cared about helping. But then an associate by the name of Mary approached me to see if she could help me out. She made sure I understood the difference between each option of deck boards along with the posts and railings. When she didn't know the answer, rather than making up something, she reached out to her manager Jim. Jim was equally as accommodating to helping me as Mary was. They both showed they truly cared about assisting me and that meant a lot. I really appreciate the customer service they provided me that day. And I want you and everyone that reads this, to know what a difference these two associates make....

I shop at Menards a few times a week for personal and business items. On September 29, 2023, I ordered a garage door from Menards. It took almost 2 months to get it, so we were in the end of November when we got to install it. Took everything out of the boxes to find that the middle panel had a large dent and several small dents, along with some black marks that would not come off. We had to install the door, (which cost us $650) because by the time we opened the boxes our other door was already off. Contacted Menards and they had us fill out forms to describe the issue and send pictures. Their solution to the problem was to send us another panel (which we are going to have to pay another guy to install, and it's already been a month and we have not received it) they gave us paint to touch up the black marks, and $100 gift card. We paid $3186.09 for the door, so it wasn't cheap. I am not happy at all! Also, the rollers make more noise than my old door when rolling. We put some silicone on them and it didn't help. I honestly wish I would have kept my old door and just painted it! Guess I learned...