Menards — Local services in Leoni Township

Subject: Urgent Complaint Regarding Defective Tiller Purchase and Poor Customer Service

To Whom It May Concern,

On May 7, 2025, we purchased a tiller from Menards. Upon unboxing and attempting to operate the equipment, we discovered that it would not start. Upon inspection, the spark plugs were visibly blackened, and there was clear evidence the machine had been previously used. Additionally, the box was significantly damaged—with holes, re-stapled seams, and tape—further indicating prior use. Dirt was also found in the tire, reinforcing our concern that this was not a new item.

We returned to the store in an effort to exchange the tiller. However, we were informed that we needed to take it to a service center before any return or exchange could be processed. In good faith, we complied and brought the tiller to Blaine’s Farm & Fleet in Jackson. Their staff informed us that they would not service or even inspect the machine because it falls under Menards’ warranty and must be handled by Menards directly.

We returned once again to Menards and explained what we were told by Blaine’s. Nevertheless, your staff continued to refuse assistance and referred us to another service center located over an hour from our home. This added further burden to our time and resources. We proceeded as instructed, only to learn that the wait time for service is currently three weeks.

As it stands, we are without a working tiller, have lost valuable time and money critical to our business operations, and are out $700 for a defective, used product. This situation is unacceptable.

Due to the unprofessional and dismissive service we have received—particularly from the store manager —we have decided to cease all business with Menards. Additionally, as construction professionals with strong ties to other regional contractors and managers, we have advised our networks to redirect their business to Lowe’s and Home Depot moving forward.

We expect a prompt resolution to this issue. If one is not provided, we will be compelled to escalate this matter further through formal consumer...

I hate everything about this store. Can’t find any help when you get sent outside into the abyss. The rebate system sucks. The process to purchase something outside is horrible. If you want to pick something up from out back, set aside at least two hours. You have to go out back find what you need. Then you have to walk over to the building desk. Then you have to get a slip from them, then walk back to the front of the store, pay for your item. Hope you parked near the exit side of the store. (Which is another thing that I hate, there is a designated enter and exit, more and more walking around) Anyway, then you have drive back around to the back. Wait in line with your car. Show them the slip. Then you are in, all alone. There is nobody out there to help you. No help to find or load anything. On the rare occasion you find someone out there, they are unwilling to help. I had asked a guy to just point in a general direction to help me find some landscaping blocks out back in the yard. His response was “you’re basically on your own out here” and he peeled off on his forklift. The return process is challenging as well. The receipt lookup on the computer is an absolute torture if you ever find yourself having to do that. All of their rebates and in store credits are printed on little pieces of paper. It is 2023. They pay their employees WAY TO LITTLE, so they have a constant turnover and nobody knows anything. I had to pay someone to go to the store 3 times with a dump trailer because they kept giving us the wrong material. You’re best bet anymore is to go to a mom and pop hardware or lumberyard. You may pay a little more, but you get a much...

Had one of the worst customer service experiences that I had ever encountered. The prior day I bought an electric corded lawn mower. Most lawn mowers are a simple installation in expanding the handle mechanism with a few provided bolts. The lawn mower that I received didn’t have a back/rear attached axel. I looked through the manual and it showed no instruction/guidance of what could be missing. I proceeded to use the mower thinking that it would be a simple resolution as the rear axel fit within a designed void along with gravity could roll and mow.

To make a long story short I was accused of lying and breaking the mower by the store manager even though there was no signs of trauma to the mower, when I cursed at him for him for assuming and verbally the worse. I received no apologize. I understand that people may abuse the return policy, but I would have preferred to have the return rejected than to be wrongly accused of something I didn’t do. I can empathize with police officers that encounter the worse slice of society within their work, but for a store manager to treat a senior citizen like he did is unwarranted.

The location needs a new store manager, I have spent ten of thousands in Menards over the year and this store manager (is an outlier of those that I have interacted with) who worked the afternoon of May 2nd should...