Menards — Local services in Emmett Charter Township

Horrible service here, I placed an order online so it would be ready the next day and I could pick it up on my way to my house. By 12 noon the next day the order was still not ready to pick up. 6 hours into the work day and they were not able to pull 7 items that were right next to each other in the store, and about 20 feet away from the order pick up area.

When I was 40 minutes away from the store I called to see if anything was out of stock and maybe that was the delay, I was told by the lady on the phone that “oh no we have everything I just didn’t start your order yet.” After 6 hours they still did not pull my order and if I didn’t call who knows how long it would take. As I got to the store the order was still not completed and when asked what is going on, I was told they didn’t have 1 out of doors I ordered even though when I placed the order they had 3 and the molding that she pulled was so bent it was in the shape of a “C”. I told them I no longer wanted the order and to them they did not even care, they handed me a paper and said go return them at the front of the store.

We pay a processing fee so this service is not free. Home Depot and lowes do online orders with no fees and don’t really seem to have a problem. The issue is there is not a Home Depot. The bigger issue the the 2 hours wasted waiting at Menards and then me having to shop for everything at lowes. If I knew from the morning that Menards did not have the door a bent molding I would have ordered these from lowes and not waste my time.

Regardless this isn’t the first time I have had an issue here. They were giving me a hard time returning a kitchen cabinet from this store that again I ordered online and they loaded into my truck and it was damaged. They told me they don’t really return these items and they would need to get approval from the lady who worked in the cabinet department. I was then interrogated why I did not want to replace it and why I wanted to return it. I had to show them the receipt of the cabinet I bought from a different Menards because they didn’t even have that cabinet there.

It looks like I am going to have to start spending more time driving to a Home Depot instead of...

Aretha… I sure hope you had a better day after the service you gave to me. I can’t say that I’ve ever been treated so poorly at a checkout counter. Obviously, the lesson you were trying to teach me about how I put things in my cart will always be remembered. I’ve done the same job many years ago and never did I get upset with a customer because the barcode wasn’t visible and then make more work for the customer and act like it was my problem that you were angry. Even after I got the barcode for you, you continue to take the bags out just so I had to put them back in after letting you know my back was hurting. Let this be a reminder to you that we’re all facing challenges In this world, but let’s not take it out on someone else because you don’t know their story. If you did, I don’t think you’d ever have the heart to say something like you did. Customer service is #1 and I have been treated so well by Menards on Gull Rd by Robert and so many others that I will continue to make the drive. I do not want to be subject to the body language and words you shared yesterday. Plus the guys out in the yard did not offer to help load and I left with 3 significant bruises by testing out the outdoor chairs there. Ironically, I did not purchase the one that I ended up on the floor with! LOL. Not a word from any employee this visit. There are many lessons in life, Some physical like the chair, but I think the worst ones are when others, someone you don’t know, takes their aggression and hurt out on another human...

There seems to be some discrepancies in what can be done at the Customer Service counter. Some customer service reps will make picking tickets for the lumber yard while some supervisors will say that you must walk to the back to make your slip. Why can some reps accommodate this and some won’t? It is frustrating to have it done some days and not others. There should be a standard, and if you are asking a customer it should be allowed at the front. Especially since the other option is in the back of the store. Also there seems to be an issue on renting equipment. If a customer is paying for a rental and doesn’t have the transportation to take it they should be able to come back and pick it up. The same way they can come back for picking tickets. After being told we couldn’t pay for a rental item and come back to pick it up we asked to speak to a manager. The front desk supervisor instead called them, and then said she could make an exception this time. When a customer asks to speak to management it’s because the rep isn’t helping them in a way that seems would align with company values. To just say oh we can make an exception is a response that we weren’t looking for. We want to know that if what we are doing and have had experience with in the past is the standard or if what this rep not doing is the standard. And again if you want the customer opinion if you pay for a rental there shouldn’t be an exception of when you pick it up. If you pay for it you should be able to pick it up when...