Menards — Local services in Freeport

Very disappointed with Freeport, IL Menards today. I have been a customer there for over 10 years with my home projects and rental projects. I always get great help and amazing staff. Well today was completely different and extremely rude!

We are all human and we all make mistakes. I was very specific what I was looking for a needed. I met Kevin the day I ordered it and explained what was looking for. I needed the whole frame and door for a screen sliding door. It was to take 7 days to get. It took much longer than that to get which was my first problem after I ordered it. The picture when ordering it wasn’t very detailed and clear so I trusted Kevin knew what I was looking for. I have special ordered before there and was informed it was special and if it had to be returned there would be a fee. This time it sounded like they were out of stock and he needed to replenish inventory so we put our “name” on one along with his order. Never once did Kevin say it was a special order. Once we picked up the door and I got home from work I took the door to where I was going to install it and it was the wrong size and the wrong way and only had one track. So today May 21st 2025 1:45pm. I returned it to the store to get my credit. The person at the counter was helpful at first but seemed very pre-occupied during our transaction. She called the building manager Alexis up to the counter. I explained to her what was wrong and she seemed to literally have no understanding what I was talking about. So she called Kevin up. They both talked softly and quietly and then they both tried blaming me for being wrong or not giving him the right information for the order. The photo on the site Kevin was showing me was vague and had very little information. I should of never even ordered it because he wasn’t even sure what it would come with. I asked for a manger because I felt I shouldn’t be responsible for a restocking fee for something I wasn’t told was a “special order” I was supposed to assume it was. Everywhere else I have every been in customer service or dealt with people in customer service you are supposed to inform the customer it’s a “special order”. He stated I don’t have one in stock but I can order one. So I took it as it wasn’t special!! I asked them kindly to waive the restocking fee and both Alexis and Kevin walked off with out apologizing for their mistakes or issues I had. They just told the person at the counter to waive the fee and they left the counter pissed off. I felt very disrespected and they were very rude. I kept my cool I didn’t think it was my fault so I shouldn’t have to pay for a screw up that wasn’t mine.

As I stated I have ordered “special” a double oven of $3,000.00. This was $158.00 door they wanted $40.00 to restock it. It wasn’t my fault and I wasn’t given the information of it being a special order.

Not sure I will go to freeport again maybe just Madison. Sad cuz everyone in that store that I have ever dealt with is...

I took a half day of PTO to install new carpet. I ordered the carpet that I wanted online after making a trip to the store the night before and working with Alyssa. She was very friendly and helped me find the carpet I wanted! About 1 minute after ordering the carpet, I received an email that my order was ready for pickup. I figured it was a mistake as i have experience years ago working with another store that does bopas. I decided to go pickup my trailer AND get a haircut before going to get the carpet. I assumed this would give them enough time to have it ready. I was wrong. I get to the pickup area where i find Chris, another very friendly employee who informed me that my ticket was unfortunately marked as complete, but was not actually even started and due to no one being available, i would need to come back in 30 minutes to an hour. So i did just that, i left and came back eating about an hour of my PTO at this point. The carpet was ready and i go on my way.

After getting home, i called the store to express my frustration. I asked for an assistant manager and was transferred to Mike, the manager over floor coverings. He was very friendly and apologetic on the phone. He advised he would talk with the store manager and I should get a call back from the store manager. I thanked him for that.

About an hour later i decided to go buy a second carpet stretcher from the store. I had already purchased a knee banger and wanted a lever stretcher. When i entered the store i asked to talk to the assistant manager as i wanted to explain my situation. I was presented with Byron. He did not look like a manager, he didn't talk or act like an assistant store manager. He completely brushed my situation off, didn't offer me anything for the huge waste of time i had due to the poor judgement a lazy person on their end made. I asked for a little help with a carpet stretcher in return for the incompetence on their end. He advised me that he can do nothing of the sort to help me if it involves money. Not even cover the $20 rental fee for the rental stretcher. I'm appalled this is the second in charge of a store this large.

Lastly, the store manager never had 5 minutes in his day to call me back. (Its been 7 days since). Mike and Byron the "assistant" manager both said he would.

Thank you Alyssa, Mike and Chris for being so polite and I have nothing good to say to the store manager, whoever that is and Byron. Byron actually falls below whoever processed my order for his pure lack of empathy and customer service skills.....

TLDR: Buy carpet somewhere else and dont use their online...

Horrible customer service/experience. I just moved here and was referred by a resident of Freeport. When I got there, not one, two or three associates who worked there spoke or even asked if I had found anything ok. I had to SPEAK and ask for assistance myself. From the WALKING in to the sales associates to the cashier up front! I was looking for a specific size screw and saw an associate waiting on a customer in the same aisle. When I asked for help, she IMMEDIATELY said she doesn’t work in that department, she was apart of some “inventory crew” and had to get someone else to wait on me. Same lady I saw this morning, I wasn’t surprised that she wasn’t going to assist me, so I asked for the spray bottles locations she gave me instructions on how to get there, but couldn’t walk me to the item. I asked another associate and she actually walked me to the item. I wouldn’t shop here if my LIFE depended on that store. How it’s rated 4.3 stars is crazy. If it was possible to give it a negative I would. I was incline to believe that it has EVERYTHING to do with my skin tone. I was THEE only “brownie” in the...