Menards — Local services in Sun Prairie

I did an online order and pickup up option available at Menards recently and was not impressed. I placed my order, and to give them credit it was ready for pickup within a few hours, so that part was fine. I noticed when I received my email for pick up that there were no instructions how to retrieve my items (ex. "park at this section", "go around back", "text when here", "go into store". I thought that was strange and unhelpful as I haven't done an online order with them before. Nonetheless, I drove over and looked around the entire parking lot to see if there was a specific section for online orders, I found NOTHING. Irritated, I parked and headed into the store and approached the customer service desk at the front. The person told me the order pick up was in the back most right part of the store. So I head back there and sure enough I see doors that you could pull your car too and have them load your items. I asked the person at the desk for my order and while they are looking it up I asked "Are there instructions for order pickup because my email said nothing and this whole thing was very confusing and there weren't signs posted anywhere?" Their response was "I mean there is probably stuff on the website, I don't go on there so I don't know. But you could have called." Then they proceed to get my stuff. They handed me my order and it was hard to carry so I asked for a bag to put it in since I HAD TO WALK THROUGH THE ENTIRE STORE to get to my car. They smirked and said they didn't have any bags behind the counter.

The whole point of online order and pick up is to SAVE TIME. I would have spent less time shopping myself then going the online route. Not only was the whole experience inconvenient but the customer services was bad too, telling me I could have called blew my mind. I am trying doing this to be efficient, I shouldn't have to call to get basic information on how this process works.

Possible solutions: Have clear or any instructions in the email telling you where to pick up your order or have signage telling you...

I am a contractor and own a small flooring business. Last year alone I spent $129,000 at Menards as I have just done my taxes and added up all the receipts. This year would have been even more since as of April 12th I have spent another $47,000 at Menards. I have been doing business with Menards since day one of opening my company and have had to make many returns over the years without a hassle up until today! I tried to return 2 floor vents that cost about 10 bucks each and was denied the return because I had already filed my receipt and was expecting a store credit....which i intended on using immediately for another $3,000 lumber order. But instead took my business to Home Depot right down the road. I can't believe that this is Menards policy to not take a $15 return....after the rebate is taken off....instead they would rather upset a great customer as I believe I am. I don't believe that spending over $100,000 a year for over 10 years is a trivial amount of money. That's a million bucks Menards. I just wanted the higher-ups at Menards to read this story and see what they thought of this. I will continue to take my business and my sons business (as he also owns a flooring business) to Home Depot a mile away. I would love to hear back from Menards and their corporate offices to find out if this is how they want this to end. Honestly I love shopping at Menards...but will never shop somewhere that thinks my million dollars in revenue every 10 years is not worth a little more customer service and can be thrown away over a minor return? I truly hope to get a call from Menards and have someone who is willing to work with me to get this business relationship back on track.

Sincerely,

Very concerned consumer Gregory R Stebbins - Owner/Operator HRZ...

I really want to use this store because it's beautiful inside and seems to have a lot more going for it than it's old location. However, I just had a bad experience and am still flabbergasted by it.

I came in for a roller shade for my newborn. I found what I needed. I asked someone to cut it. he didn't set it up right so he ruined the first try. He had someone come help him for the second try and they destroyed that one too. That was the last one in stock in the color I wanted. Their solutions were for me to pick a different color or to go to different store (or order online, which now I will have to do (from a different retailer)).

Crazy right? I come in to spend money at their store, they screw up, and I'm being asked to go to a different store to fix their mistake.

I asked for help from a manager, he seemed determined to make it right, but in the end his solution was still for me to go to another store.

So now me and my newborn are going to have to go across town and nobody even bothered to come up with any other solution? They screwed up, why am I the one being inconvenienced?

Other solutions they could/should have offered: -A discount on a better product that would serve the same purpose. A discount to choose a different color, although I wouldn't have taken it. -Offer to check the inventory to confirm they don't have any more in they color (their website says they had 5 more?) -Offer to check another store's inventory, have them cut it for me while I drive over, and have it ready at customer service.

So now I will order online from a different retailer.

MORAL OF THE STORY: Box stores won't survive if the only solution to their mistake in store is...