Menards — Local services in Waterloo

Today I stopped in to get a list of items for a project and was helped by a wonderful lady named Agnes. She was working in the area where the pvc pipes are and she noticed that what I was attempting to buy was the wrong item. The correct items (of which I needed 9) appeared to be out of stock. Agnes not only found the items I was looking for , she went back to the loading area and carted them up to me as well. After this, Agnes asked me what else was on my list and proceeded to guide me around the store to several different departments (none of which I would have found on my own in the time it took her) making sure I got each and every thing I needed for the project.

This was without a doubt the absolute best customer service I have ever received at a home improvement store. Without help from Agnes, I would have certainly wasted time, gotten the wrong items, and probably had to make multiple trips to your store and end up very frustrated.

In today’s world it’s very convenient to be able to go online and order items to have them shipped directly to you, in a lot of cases eliminating the need to shop at stores like yours. I’m sure you know that online companies like Amazon are a massive threat to your business model. HOWEVER, YOU CANNOT REPLACE ACTUAL CUSTOMER SERVICE with the convenience of online shopping!

If you are smart, you will give Agnes a raise, a pat on the back, and make her the model of how a shopping experience should be at Menards.

I look forward to my next visit and I guarantee you I will come find...

At one time, this store was better than the one in Cedar Falls, however, of late, it has become a joke. Three employees were standing in an aisle, talking about what they had done over the weekend. I politely interrupted and asked if someone could help me find self tapping, screws and a spigot key. They stopped the conversation long enough so that they could point me in the general direction, at either end of the store. They then abruptly started their conversation of their weekend ecapades all over again. It took fifteen minutes to discern where the screws were at, and I never did find the spigot key, after wandering up and down the aisles of that area for some twenty minutes. Ironically, I ran into three other customers in my journeys, from screws to spigots, who were also having zero luck finding anyone to assist them. I finally decided I would just go home and order it online from Home Depot, who will probably be getting more of my business these days, as while I wandered through the store heading back to check out, I saw that same group of men standing around in different sections, still talking about their weekend. After I checked out a cart full of product, lo and behold, who was standing by the exit door but those same 3 men now engaging another female employee and again the conversation was loud enough to be heard; all about their weekend. Well, some employees at this store. Are noteworthy and helpful? The majority have become lazy with no work ethic. It is such a shame that management doesn't stay on top...

I have visited this location many, many times! Each experience was less than mediocre but today, today took the cake! I was brining back a handful of items my husband purchased while we were renovating. I had the receipt for all of the items. The woman behind the front counter was EXTREMELY RUDE! When it was my turn, she motioned me to the desk and stood there and stared at me. When I was handing her the items to return I was attempting to make small talk as she hadn’t said a word to me (Hi, Ma’am, Good afternoon etc.). As I was talking, mid sentence she walked away and started talking on her walkie. When she returned I was waiting for a “Sorry about that” or an apology for walking away while I was talking. Nothing! She said nothing. She nearly threw a couple of items back at me stating they were not from Menards and she couldn’t take them back. Now… I have worked in Customer Service nearly all of my life and I have NEVER spoken to a customer or been so rude to a customer as she was to me.

I decided to walk the store and ouches up a few items. While checking out I approached the cashier who didn’t even acknowledge my existence…. She never said a word to me besides the total.

I’m not expecting anyone to go out of their way to talk to me but a little acknowledgment would be nice.

Do better Menards! You allow this type of Customer Service to be provided. Up your game and standard! Sheesh. I don’t think we will be purchasing anything from Menards any more.

Remember, you have competition right...