Menards — Local services in Florence

My husband and I have shopped at Menard’s for years, we would drive to Fairfield and Evandale before Florence store was built. In March 2020 we ordered a set of French patio doors, when the doors arrived at the Florence store we received a phone call saying the door arrived, unfortunately they were damaged but they would re-order and call when the new door arrived.

About 2 weeks later the 2nd door arrived. We called the shipping department to schedule delivery, the young lady I spoke with apparently was eating lunch, as she chomped food in my ear I explained the door needed to be delivered in the morning and placed in the back of our home where the doors would be installed. Due to her noisy eating she didn’t provide specific instructions on the delivery so when the 3rd party delivery team brought the doors it was after 4pm, refused to take them to the area for install.

After several phone calls with Menard’s they agreed to reimburse us for delivery, and instructed the team to deliver the doors to the appropriate area; after resolving that issue I jumped up in the truck to inspect the doors before they were dropped and left, unfortunately they were also damaged and were returned to Menard’s!

I phoned Menard’s AGAIN to let know the doors were damaged and being returned, the young lady in shipping was rude, was very disrespectful. Apparently she felt it necessary to exclaim her displeasure with my call, although she “thought” she had placed me on hold she shared her thoughts on the subject and talked about me and my property inappropriately, it was disgusting!!

After speaking with a store manager a 3rd door was ordered and expedited, we received the door within 3 days. The door was delivered to our home by a store manager and a shipping team member, unfortunately the door specs were wrong. The door was supposed to open on the left, swing outward. The door delivered was right door opened with a right swing out.

I called Menard’s AGAIN! Explaining the situation again, on June 15 we again re-ordered the door, on June 16 I called for the order #, the order had not been replaced. After AGAIN speaking with a manager the door was ordered again, was to be delivered by June 23, the door never arrived.

On July 3, the 4th door arrived at Florence and fortunately delivered to our home. The door was scratched and appeared to be used; in addition the door was supposed to be bored out for dead bolt and knobs, only 1 side was borded,

When I called Menard’s again, I was basically told tough, another door would not be ordered, if the door was returned I wound be charged 30% restock charges.

Although we received a portion of our money back, it has cost way more than the refunded amount! In order for the refund we had to go to the store, when I told the manager Geoff the door was still damaged and the 2nd door wasn’t bored he suggestion I buy the kit to do bore the door myself… are you kidding?

I just paid a lot of money for this door, waited since March, 4 doors and you are telling me to purchase a kit to bore the door for the other set of knobs???

This has been the most ridiculous ordeal, I have never been treated so poorly as I was dealing with management at Menard’s!!! I contacted the corporate office, was instructed to “file complaint in writing someone would review and get back to me.” Sent fax, no response.

No one from corporate contacts customers, the complaint goes back to the original store for a manager to call you! Are you kidding? I spoke with all the “store Managers, they could care less!

I will never again order anything, especially a special order...

Extremely Disappointed – Poor Customer Service and Safety Hazards

I rarely leave reviews, but my recent experience at MENARDS in Florence was so concerning that I feel obligated to share.

The customer service was abysmal and there are obvious safety issues at this location. I purchased $2K worth of housing material but in order to do so I was asked to make multiple trips out to the warehouse to obtain the sku#s for the employee who was filling in for someone else. That wasn't initially an issue but my husband and I were told we could go ahead and bring our truck through the gate to load items while I obtained the #s needed for purchasing the items. Unfortunately, that was not the case & my husband was not permitted access prior to purchase. When I returned to the desk with the #s needed, and to let the employee know my husband was not permitted through, that employee was nowhere to be found. Another employee barely bothered by my presence, because he was busy on his phone, told me I was given the wrong information and he would call someone else to help me. The next employee, who quickly made himself available, was able to enter the supplies I needed to purchase without needing the sku#s.

We then returned to the warehouse where we discovered that the supplies we had just purchased were located on the main level but on a 2nd tier, unreachable without assistance. At least two additional employees circled the warehouse area on forklifts never asking if we needed assistance. My husband finally decided to approach one of the employees for assistance. The employee did stop his forklift momentarily to ask "what do you need?" My husband explained the issue. The employee said he was busy but he would come over to our area "soon". He did come over on the forklift a few minutes later. He asked why we couldn't just grab supplies from the 1st tier of the main level. I had to point out to him that the supplies on the 1st tier were different and not what we purchased (different style, measurements, etc). He responded by saying "I CAN BRING YOU SOMETHING TO StAND ON". He drove away on his forklift and returned with several bags of concrete mix! I told him that was a safety issue to have customers stand on bags of merchandise. He hopped off the forklift, stood on the bags himself and proceeded to pull the supplies from the 2nd tier passing them to us so we could load them.There was no courtesy, and certainly no professionalism.

The safety issue made me question how this store is being managed.

Management needs to take immediate action. Poor service is one thing, but ignoring customer safety is inexcusable. Until these issues are addressed, I won’t be returning. I am also sending correspondence to the...

Worst Customer Service EVER

I ordered a piece of lattice to replace a piece that had broken during a storm. It showed in stock that day at my local store. I got an email that part of my order was ready, but the email didn't say what part. I fired up my truck (which gets roughly 12 mpg) to go get it, but the only part that was ready was the 6 garden bricks I had ordered, which I could have gotten without wasting $10 in gas. Two days later I got another email saying that my order was ready, so once again I took the truck to pick up 2 boxes of screws and be told the lattice was ordered and would be there in 3 weeks. A month later, after the truck was broken down and raccoons had built a nest under my porch and caused $1200 worth of damage to electirc wires where the lattice was to be placed, I emailed them asking where my lattice was. It cost me another $450 to have the raccoons removed. 2 days later I was told there was an error that displayed the item was in stock when it was actually special order, but they still made no attempt to locate my missing item and refused to answer any questions. After five or six times going back and forth through email they told me the lattice had never actually been ordered and asked me if I needed it re ordered. I told them I still needed it, since no other store in my area carries it, and that they needed to make it right by including free delivery. In an attempt to deflect responsibility, they said they couldn't change it and I would need to talk to someone at the store, where they told me they were orderin it but never actually did. Sick of wasting my time, money and energy trying to get what I had paid for and should have already had, I told them they could find a way to do it, again asking why it was never ordered. Instead of making any attempt to correct their mistake, they canceled the order, claiming I had not told them I still needed what I ordered and repeatedly told them I still needed. On top of that, they only refunded me the price of the lattice, and not their ridiculous $5 ordering fee for items I would have otherwise just gotten myself. DO NOT order from Menards, they don't care about their customers and refuse to correct their own mistakes, in fact, they even charge you for them. I've honestly had better customer service at D*ck's...