Menards — Local services in Waukesha

Originally purchased just under 4k in cabinets on 8/7/21. I happen to come by last night to make an upgrade and found out that the rep ordered about 90% of the wrong items and added 6 additional skus I didn't request or notice. I spent 2hrs with the contractor and Ben to get this fixed and found out that the original rep made the mistake of not clicking the drop down to pick correct style but also Menards doesn't carry at all. I took a vacation to accommodate the renovation only to have it pushed back further because of lack of oversight. When I went to the returns department I asked for a manager to seek some compensation for time lost, missing additional work and then having to change the entire look of my kitchen. While trying to explain to Kayla my frustration, she pulls out a blue paper, slams it on the counter, says fill it out, follow instructions and see IF corporate will do something as she would not. At this point I'm irate as the Assist. Manager literally wrote me off so I ask for the GM, she walks away when she calls him and I can't hear what she's saying at this point. As Mike comes, Kayla stays in which I asked her to leave as there was no reason for her to be there since she wrote me off, she rolls her eyes walks away. While I'm telling Mike the issue he places blame on the contractor and I saying you gave her the numbers. Sir, we gave him the numbers but it still requires your rep to click the drop down. He proceeded to become defensive and I asked him how would it feel if it were him and he had to miss additional time, was wrote off by the assistant manager and now being told by the GM the customer was wrong. He laughed, I then said this was F*in ridiculous and he walked off. I came in this morning only to also find out that some kits pieces were missing so I had to come back again to the same location for more.. To spend over 4k cash at a store and being laughed at and wrote off by management was completely embarrassing, inappropriate and literally left to hear back from corporate. I'm more upset about the principal that I was mistreated like this without me even becoming belligerent, nor did I yell. The lack of accountability, empathy, and follow through was completely dissapointing. Definitely do not recommend this store for anyone including contractors. I'm a minority woman and I work extremely hard. I've had interesting situations occur but never being this mistreated and doubt they would be as calm as I was if the roles...

I ordered 2 custom order bi-fold doors off the website and had it delivered to the Waukesha store. My first disappointment was the length of time it took for the doors to be delivered. Then the door came in 1.5" shorter than the door I ordered. I talked to one customer service person who eventually gave me her manager "Mark". I explained that either the directions on the website were wrong or the custom order was not made to the desired height. I'm a contractor, my measurements were correct. "Mark" stated the company that makes the doors subtracts 1.5" for the hardware. The hardware provided does not make up a 1.5" gap. There is no information on the web site that states the door will be made 1.5" shorter than the door height. The door height states to measure the finished opening. "Mark" kept insisting I had measured wrong in that I measured the "floor height" from the top of the carpeting to top of the closet opening. He informed me I should have measured from the subfloor the carpeting was on to the top of to the top of the closet opening despite what the directions state on the website. So the website does not give any guidance as to how to measure when a carpeted floor is to be taken into consideration nor does it state what size the actual doors will be. I was looking for, "You're right, the website is a little misleading and I can see how your measurements now do not work. We will be happy to reorder them on a rush at no cost or we could greatly discount the ones you have if you would like to keep them". That didn't happen. I was told that I could return them but I would be subjected to a 25% restocking fee!!! He then told me I should come into the store and he could show me where I screwed up. I informed him based on this interaction I would not be stepping in that store (or any Menards store) again and that I would be taking my business elsewhere....

I was so disappointed with the poor attitude of the manager at the Medard’s Store in Waukesha. I purchased a bathroom light / fan online and what I received was just the light fixture for the fan. I ordered another one and went to return the one I received. The return center told me that I would have to lose 25% re stocking fee - when I explained that I searched on their web site for bathroom light fan and this is what showed up - she acknowledged that the search site will match similar items rather than exact items. She contacted her manager who came out and was obviously irritated that she was called. She was short with the employee before even know why she was called. When I explained the situation, she told me that the policy is 25% re stocking fee and there was nothing she could do about it and turned away. I asked for a manager and she replied (not very nicely) I am the manager. So I asked for her boss and she told me I needed to go up to plumbing and ask them to override the stocking fee. So up I went to plumbing to a very nice young man who was totally confused as he said he can't override the manager. I asked him to call the manager and he suggested we go to the Electrical Department as the light would come from their Department. When we got to the Electrical Department they (I think it was Tim) fully understood the situation told me it was the problem of the online and authorized a full refund. My problem is why I had to do all the work to get a refund from your company and why the manager had such a poor attitude with one of the employees as well as me. I will think twice before using...