Menards — Local services in West Milwaukee

I am writing to share my recent experience and express my concerns regarding the lack of efficient service and clear communication that I encountered. This was my go to store the last 3 years, not sure, now. However, I believe it is important to address these issues so that improvements can be made to enhance customer satisfaction.

The extended waiting times that I experienced during my visitSSS to pick up items I already purchased!!! Ridiculous!! Waiting for extended periods without clear updates or communication can be frustrating for customers. I noticed that other customers complained about this, years, months, weeks ago, yet it hasn't improved. . . It would be greatly appreciated if steps could be taken to reduce wait times and/or provide customers with regular updates regarding the progress of their requests. The individual who opened the gate, I would say was the extinct of kindness and help. Otherwise, I just stood waiting... looked like a fish out of water with staff walking pass me, just staring.

Additionally, I encountered a lack of detail or direction when trying to pick up items that I had already purchased THAT WAsNT IN INVENTORY-- Clear instructions and signage regarding the pickup process would have been greatly helpful. It is important to ensure that customers are provided with clear directions and information, enabling them to easily locate and retrieve their purchased items. NOT THE CASE HERE

I would also like to address a specific incident where I was advised by a member of your staff to go to another store chain to obtain the required wood. However, upon arriving at the recommended store, I was informed that they were unable to assist me. This miscommunication resulted in wasted time, effort, energy, and money. THE LACK OF CARE FOR CUSTOMERS TIME, ENERGY, MONEY.

As a customer, I understand that unexpected issues can arise. However, I believe that resourceful and effective communication is crucial in resolving such issues promptly and ensuring a positive customer experience. I encourage you to review and improve your communication processes to minimize inconveniences and provide customers with accurate information.

I sincerely hope that my feedback can contribute to the ongoing improvement of your...

I purchased a basic lawnmower here 9 am on a Sunday. The machine worked for 30 minutes. Wouldn’t start and throttle cable wasn’t working correctly. Well that’s how it goes sometimes. So I packed up the materials and packaging and went back to Menards. Easy right? Well no, they called over the department head who explained they don’t exchange lawn mowers once gas is poured in. What? 30 minutes old. Certainly the mower was built to last for more than 30 minutes. The department manager suggested that I put an old gas and that’s why it wasn’t working. I then showed them on the receipt that we bought the gas for the Mower at Menards that morning. He said they use a repair shop and I would need to bring it there. I live 100 miles away, the shop is open Monday thru Friday and it’s Sunday. What? 30 minutes of use? I am a 60 year old and know how to use equipment, certainly a lawn mower. If it stopped working after 30 minutes it’s clearly defective. That is not the return policy at Lowes or at Home Depot. I know, I checked. I thought that maybe the department head and I got off to a bad start, so an hour later I called the Store Manager at West Milwaukee. Clearly we could reason it out, right? Well no that is the policy at Menards. I left the Mower in the lobby of the store with the hope that I can get a refund thru the Credit Card. Although upset and feeling cheated, I thought I talked to both Manny and Daryl with respect. But let’s be clear, this is a horrible return policy and the Company has zero customer service. If the store Manager or Department head can’t square the situation what is their purpose. Since I’m 100 miles away and can’t take the lawnmower home, I just asked if someone in their facility could take it to the repair shop. And that’s just another no. This Menards didn’t stand behind their product for 30 minutes. Horrible, and complete lack of customer service. I strongly advise anybody thinking to buy here to shop elsewhere. They don’t stand behind their products. All they had to do was exchange an hour old Lawn Mower. Now I am out...

I went into the store yesterday to go pick up an order I purchased online I went to the service desk up front they told me I need to go to the back of the store to pick up my order. When I got to the back of the store I sat in the returns room for about 10 minutes before I even saw a single person I did leave briefly trying to find an employee but was unsuccessful. Someone finally did show up and was super rude, his name was Jon. He asked for My ID and I told him it wasn't purchased in my name, he said he didn't care and he still wanted to see it so I gave it to him. I then asked if I could drive my car around back to load my items and he made very rude and sarcastic comments towards me. When I arrived around back to get my items, I again had to wait about 5 minutes for anyone around to help. There were 2 people back there, one on a fork lift and another moving around boxes. I asked for their help they said they can't help me and continued with their work, not even calling in for help. When someone did come around, I told him of my issues and he apologize ever so much and was super nice. I complained about Jon to him and he said every customer does. Well I'm writing in about it. I will never return...