Menards — Local services in Morgantown

First impressions are everything! After purchasing 500’ of conduit over the phone and paying for it immediately, I arrived at the store to pick up my items. Not knowing exactly where to go to pick up the order, I went to customer service. The employee at the counter went on to tell me that I should have received an email with a bar code attached to it which would allow me to pick up the order. The only email that I had received was with the receipt and no “bar code” was attached. She was not able to help nor did she go get assistance. I told her I would attempt to go find the employee in the store that we had dealt with on the phone. I found said employee and he was able to get the bar code as he had realized that it was never sent. I then proceeded to go to the “self-serve” lumber yard to get my conduit. I pulled through the gate and being my first time in this yard, I was not sure where to go. I flagged down an employee on a forklift to ask how this self serving thing worked as there had been zero guidance on it and he explained and pointed to the conduit. I had ordered 50 sticks of 10’ conduit. I was able to locate 34 sticks on my own and then after going to another “order pickup” location, they were able to locate another 12 and then they said they didn’t have enough to cover my order. Although disappointed, I understood that mistakes happen and proceeded to leave. I then asked if we could do a credit right then of which I was told they would take care of it then email me another receipt which I will be shocked if that actually happens. The employee at the pickup station then said he would radio to the guard to leave and would have them let me out. I approach the guard and I handed him the paperwork and told him that the previous employee said he was supposed to radio him of which he didn’t care. Not having received a credit for the shortage, I was pretty amazed that he still wanted to count because I didn’t even have my full order but I agreed and went to my trailer to allow him to count what I had picked up. After counting the conduit, he looked in the front of my trailer and saw an old dryer that was in the trailer prior to me picking up the conduit. He asked me where it came from like I had stolen it. I explained to him that it’s an old junk dryer and he was welcome to keep it if he would like. We then began walking back to the truck and then he asked me to drop the tailgate of my truck so he could see if there also. I dropped the tailgate and he saw two old drop ceiling lights that are also out of service. Again, I got questioned where they were from. I was about to blow a gasket at this point given everything that had happened. Menard’s “self-service” lumber yard is an absolute joke. The motto to “get your own stuff, then we will interrogate you about it and everything else in your vehicle” is something that I can’t say I have ever experienced. I am in the very beginning stages of build a new house. I can tell you that I will not be going back to Menard’s for any items and all of my business will be going elsewhere as a result of this miserable transaction. I am a pretty patient person especially being in the retail sector before but this experience was beyond appalling and one not to soon forget. As they say, first impressions are everything and that stands as...

This is my honest review of my experience with Menards so far. First impressions were great. Wide selection and variety of building materials from affordable economy grade to the best of the best. The prices were better than most in the area so I decided to place an order of around $4500 in building materials for my home renovations. The staff was able to place my order with relative ease, though the computer system gave the employee some trouble, and the rebates I received were great. I scheduled my materials for delivery, and was told the date was a placeholder and that I would receive a call when they arrived. 2-3 weeks later I had not received a phone call so I called them and was told that they were waiting on all my order to be fulfilled. After another few days, 4 past the initial placeholder date, I called again and was told my order was there and no one had called. After scheduling a solid delivery date, I received my order which was delivered by a company that is contracted out by Menards. I received all my order, however, 4 of my rolls of R-19 were unfaced when all ten were supposed to be faced. I cannot blame whoever pulled it because the packaging looks identical. I then had to drive to Menards to return these 4 and brought them to customer service. The employee was friendly but I was told I would have to go back and get the correct insulation myself. I did not realize that this would be on the other side of the store, out the double doors, across the lumber yard and in the covered section of the yard. After loading it myself, and wheeling it and my other cart to the front registers, I was told I would have to take it back to customer service to exchange and pay for my other items. I was not offered assistance taking both large carts up front but instead was forced to wade through the aisles with both loads apologizing to people for taking up so much room. The customer service girl then had to let me in the gate because of the roll bar entry way. I was able to get all of my supplies back out to my car and load them. I was really wanting to like the whole experience with Menards but it just seems like there isn't a lot of organization yet, and it doesn't have the strong Management presence like shopping at Lowe's. I still hold out hope that things will improve in the future.

Store selection 5/5 Excellent selection Friendly employees 5/5 Employees were very friendly Management presence 0/5 No sense of a central management Ease of operations 2/5 Process for getting large items not easy Prices 4/5 Fair prices with lots of variable choices Organization 4/5 Store is organized but system for returns, delivery, and exchange could be fine tuned. Customer service 3/5 Getting help with large items and overall assistance...

Purchased a sliding patio door that they had in stock as a contractor was scheduled to be at my house in a week. I paid for the delivery service. Delivery crew showed up on Thursday, dropped it off, and left. I looked at it and noticed that the door they sent me was damaged. I called Menards. They told me to send pictures via email, which I did. They agreed that it needed to be replaced. They made arrangements for a replacement to be delivered to my house the next day. The next morning (Friday), the delivery truck came and made the delivery. After they dropped it off, I was able to unwrap the door to learn that they sent me the wrong door.

I called Menards and asked to speak with the guy who helped me via email (whom was very professional and helpful). However, he had already left for the day, so I got transferred to a female employee. She sounded like she hated her job and that my phone call regarding their screw up was the worst thing that's ever happened to her. I told her that they sent me a damaged door and then the wrong door with a contractor coming on Monday at 8am. She told me that it wasn't "[her] problem" because she had not been involved in my business there and that there was nothing she could do whatsoever to make sure that the right door could be there on time. In all honesty, we went back and forth for a moment before she finally forwarded me to a supervisor that I had asked for her to do.

The guy answers and tells that he could "try" to get me a door on Monday with no estimated delivery time. Obviously, that's not what I wanted to hear. I asked about their weekend delivery options, which they have advertised at their store, which I was willing to pay extra for, so that I knew my door was in on time. I was advised that it wasn't going to be an option, despite their postings. I asked for a discount and was denied. However, they gave me a "free delivery", meaning instead of a refund, I got a $150 in store credit for a $1300 door.

In the end, the door eventually arrived and installed and it's been great to have. Despite the final result and having an in store credit that I have to use, I MUCH rather prefer going to Lowe's and will be regularly taking my business there.

Save yourself the trouble and...