Menards — Local services in Vienna Charter Township

What a terrible experience at the Clio, MI store last night. I went to the desk by the outdoor lumber yard with a quote from Lowes last night. I figured I would see if you could meet or beat their pricing. The original associate was with me within about 5-10 minutes of waiting, as there were a few people ahead of me in line. Once he found out what I was requesting, he told me I would need a managers assistance. He then tried contacting someone via two way radio, and walked away. Thats when it went down hill. I waited approximately 30 minutes before anyone even acknowledged me again. The original associate came back, and I told him that I was still waiting. Then someone came, and Ian was the one who tried helping. I had the printout from Lowes, and the quote from Menards with me. He then asked someone sitting behind the counter at a little desk (not sure his name, but appeared to be his manager from my perspective) what he needed to do. He then spend about 20 minutes, and mind you, I'd been there about an hour now and my six year old daughter was starting to get impatient. At this point I had given up, he was calling Lowes for some reason, and looking up their products to make sure it was the same or a comparable product. All of this for about $50.00, that was the difference in the quote. My intention was to get the lumber from Menards, and spend the 11% rebate back in store on the rest of the materials that I would need to complete the job. But after all of this headache, I just left. Funny how I called Home Depot this morning, who is much closer to my house than Lowes or Menards, and I emailed them my quote. Within 15 minutes I had a quote emailed to me from them that beat Lowes' quote, and they are honoring your 11% rebate as well!!! 15 minutes, and it was set. Unbelievable how much more efficient they were, and actually wanted to help. The "manager" at the little desk behind Ian's counter didn't even acknowledge me, nor make an attempt to get out of his desk, let alone help. What a terrible experience. Most likely nothing will come of this, and it will just be a big headache for me, but thought you might want to know so you can try and improve your processes...

The price of my stove and refrigerator was great, but the delivery and their customer service leaves a lot to be desired. I was told they would call at 9am to set up delivery time, I called them at 10:30am to ask about delivery the guy told me well they should call around 2:00, so I asked to speak to a manager, I was then told that he would call back but would be delivered around 2:00pm. Well ... here I sit at 3:00pm and no phone call and no refrigerator, to be continued ... called them again at 3:00 and was told this time that my delivery time is between 2pm and 7pm, this is absolutely frustrating and totally unprofessional, to be continued yet again ...so they called and said 20 minutes to deliver frig, called at 3:00, YES refrigerator delivered at at 3:25. BUT now had to switch doors on frig. tried over and over to get it, but lo and behold, door wrong so once switched the door would not shut. Called where warranty was through said they would try to find a repairman to come out and would call me back. No surprise, no phone call from them, the sent me an email stating they couldn't find a repairman for us so if I could find one then send them a copy of the bill and they would pay me back. So over it at this point. Found a repairman to come out and was told the factory drilled the holes wrong for switching the doors, there was no way to make them line up so after all this we couldn't switch the doors around so refrigerator totally useless to us. Got ahold of menards and they came and picked the refrigerator back up for us...

I went to Menards to buy fencing. I Had money in hand and was more than ready to make a purchase. There were several employees standing around watching a sliding door being repaired. I asked where the fencing was and was given vague directions. I wandered around and finally found what I was looking for. I then went to the cashier to pay for the fencing and was told I needed a picking ticket or go to another sales desk. I asked where the other desk was and was given vague directions. It seems to me that one of those employees that was standing doing nothing could have helped me, but that was not going to happen.

I decided the purchasing experience at Menards was far more difficult than it needed to be. I told the cashier I would buy my fencing somewhere else. I left the store and went to Home Depot. The cashier at Home Depot was able to make the sale from her cash register without the need for a picking ticket or by sending me to an alternative sales desk. At the conclusion of the sale, she arranged for someone to help me load the truck without me needing to ask for assistance.

Customer experience at Minards, HORRIBLE. Customer experience at Home Depot, FANTASTIC. I will be shopping at Home Depot more often. Also, Home Depot matched the 11% discount offered at Minards. My take away message is that Menards is so big they do not need to...