Menards — Local services in Richmond Heights

The email I sent to their headquarters:

Good Evening,

Recently, I had a friend recommend purchasing some of your custom cut ribbing through a special order.  Unfortunately, my experience with Menards has been (less than) less than stellar...in fact, it's been quite terrible.

The original ordering process was smooth and easy.  Quite pleasant, to be honest.

When I went to collect the original order, I stood in line for some time while multiple employees in the special order section overlooked me.  They must be really busy, I told myself.  I finally was able to get somebody's attention and get the order brought outside.  Then I realized the ribbing was there, though the four pounds of screws were not in the package and the employee was unsure if they were in the store.

I called later to see if the missing screws had been located.  I waited on hold for 30 minutes while the employees searched for them.  I eventually hung up and called back to see if they had been located.  They had not.

After I dropped the ribbing off, I went to return the lumber used for the pallet to keep the ribbing together.  This is where things only got worse.  I went in the store to simply let them know that I was returning the lumber.  What should have been a 2 minute process took close to 20-25 minutes*.

I went to the special orders section and let one of the employees know that I had a return.  His response was to take it to the warehouse.  I went to the warehouse where there was not a single employee.  I waited.  Waited some more.  Finally, I called the special orders department to have somebody come to assist me so I wasn't simply leaving the materials on the ground.

I returned to the special orders department to see if the screws had been located.  I waited another 25 minutes.  Long story short, they had not located them and therefore I had to go back to the place where they were ordered to reorder them (which would take another 2-3 weeks for delivery).

*As I was leaving the store, I noticed that somebody had stolen the weedeater out of the back of my truck.  I spoke with the manager who looked at the cameras for me.  Very clearly, it was stolen after 7 minutes of being in the store.  It was on camera clear as day.  He gave me the card of the insurance company and said they would contact me and "this will be taken care of" and I should expect a call within 48 hours.  The insurance company did call me and quickly let me know that there was nothing they could do about it and I should contact my insurance company.

On 7/19, I attempted to collect the screws that had arrived to the store.  While the screws were in the store, they sent Ocean Blue instead of Slate Blue (the color of the ribbing purchased).  This was another 30 minutes in the store and another 2-3 weeks before I can work on my project.

I pass two Home Depots on the way to the nearest Menards and I went there as a trusted friend recommended this place.  I have many projects that I'm working on and I'm giving you the opportunity to correct this situation if you care to have my business again.  I look forward to hearing from you.

Truly...

Menards is such a mixed bag. Sometime service is adequate and sometimes it's less than. Today was the later. I ordered 40 bags of soil online. My two options was Delivery or "We Pull." Previous times I ordered garden items, I had the additional option of "You pull." Menards charges a service fees for Delivery and the We Pull options but not for the You Pull option. Since I prefer online ordering as it limits my exposure to others while in store, I opted to pay the service fee and selected the We Pull option.

Two hours later, I received an email stating my order was ready. I went to the lumber yard and the polite gentleman told me where to go for item pick up. I pulled into one of the pickup spots and called the number. Approximately 10 minutes later a lady comes out and tells me to go to a different door for garden pickup. Ohhhhkay.

I went to the other door and the guy told me this isn't where I need to go. The soil is along the back wall. Ohhhhkay.

So I drove to the back wall to pick up the soil. Which I had to load myself even though I paid the "We Pull" service fee. I asked a gentleman where the rest of my order was and he said: "We are out of the other soil you ordered." You need to go back to the other door and talk to the department manager. Ohhhhkay.

So I spoke to the department manager and he couldn't care less. He said: Yeah, we are out of that." I said: "Online said you had more than 40 bags available." He said: "I don't know what to say. We are out. You'll have to go up front to get a refund and choose something else." He walked away.

So I chose something else and went up front. The lady was very nice and refunded the money and allowed me to purchase the other item.

Went back to soil and upon closer inspection, the wrong product was in the spot. So I had to choose something else, go back up front and do yet another exchange.

So much for limiting my exposure to Covid, relying on online inventory counts, having products in their proper place, and having workers actually caring about...

4-30-2023 my experience yesterday was NOT good. I love the store, but one person cost you a sale and now a star. For today 4-29-2023 around 1715 I waited at a check out along with everyone else at 5 or 6 other check outs backed up. I waited in my line and the associate rang up my items and I proceeded to pay and she told me this was cards only, no cash. I mentioned that there was no sign or poorly indicated that this was for cards only. No response. She started deleting the items that she rang up and started looking over to other checkouts and I just said forget it. Take the cart. Which cost you a customer today. Due to This experience I'm not inclined to make this my first choice. Today my money will go to your competition. ~ SB Previous review which still stands from 2 years ago. I had never been here before and when I walked in I was stunned to see how clean, organized everything was and seeing it was a two-level Menards with just about equal space on the second level as the first. There are two escalators which you can go up and down on with your cart and also an elevator. You could walk around in there for a couple of hours. Just about everybody working there asked if I needed help. I went in for a few things and I could not find one and the other is an online order. An associate named Larry who stocks the shelves helped me, stopping at one or two computer stations and they led us to the item. The other I wanted would have been on the 2nd level, but it's hard to find and needed ordering.. Larry was awesome as he stayed with me to make sure I found what I needed. Thank You Larry! I wandered around for quite a while just seeing if there were new things or something I needed that I had forgotten about. Being from out of town from Rolla Missouri the Menards in Rolla (which I like as well) is like a shed compared to this one. I will visit this Menards when I am back up towards St Louis area. I want to thank everyone for helping and answering questions. Keep up...