Menards — Local services in Westfield

I never leave bad reviews. It feel like my experience today needs to be heard though. I did online order pick up today and I thought this would be a fast errand. I was so wrong! I pulled into a bay where they had my items, and I loaded everything in my car. I spent nearly $1000 so I had a lot of items. The fan I ordered was apparently the last one, so they gave me the display model. I wouldn’t normally have an issue with this but the fan was so dusty and dirty. After loading it in my car, I was torn on what to do. I was disgusted that it was so dirty and I was paying full price. I then noticed that the fan was missing the remote. I asked the employee that was out there if he could help me and he immediately told me that I had to talk to Ryan in the lighting department. I then had to walk into the store to find Ryan. When I found him, he said that he had a spare remote he could give me but it was not the original. At this point, I could not believe I was buying an item that looked like it came from a garage sale and I was paying full price. He even told me that the fan was so dusty because it was on display for a year! I asked for a discount but was turned down instantly for that. I then asked him if he could order me a new fan, or have it shipped from another store. He told me that Menards does not ship from store to store. He looked in the system and told me that a store in Indy had the fan but I would have to call them. This store is about 40 minutes away, or else I would have drove to pick it up. After leaving Ryan in lighting, I walked to the front customer service desk to tell the employee that the fan is sitting in my car in a bay in the back and I want a refund. The employee at customer service (I can’t remember his name) told me that I had to bring it to him. REALLY?!?!?! I told him it was in the back bay loaded in my car and I could just leave it back there with another employee. He then again told me I need to drive around and bring it in on a cart. Crazy!!! I ended up leaving the customer service desk, going back to my car, driving around to the front and got a cart to put the fan on to return it. A 10 minute errand ended up being an hour ordeal! After I left, I ordered the fan from the other store online and paid to have it shipped to my home. It was an extra $10 but at least it’s in a box with all the parts, and it’s not dirty and dusty. It is fine to sell display models but why would an employee not dust it off before a customer buys it? Seriously, this isn’t a used furniture store! Lack of customer service I would say. So...

I rented a dolly from this Menards. Admittedly, I was a week late in returning it. I rented it because I was moving to Carmel. I forgot to return it because I was moving on my own that week, getting situated, working full-time, and am a single father. It was an honest accident. It was sitting behind one of the cars in the garage and was kinda out of sight out of mind. Still a mistake.

I get a call from the police absolutely berating and being overall disrespectful and rude. They were calling me a thief and saying they were going to arrest me. They talked down to me the whole time and tried to pin me with some rhetorical nonsense. "How come you didn't return it earlier." To which I replied "That's the nature of forgetting."

They gave the phone to the rental manager and boy was he smug. He knew he could get me arrested and used that to take that "teacher/authority" tone without me being able to say much else. I was pinned. "You knew it was due last week. No excuses make up for it. It's considered stolen property. Are you going to return today or not? If not, you'll be arrested." By the way, he called me twice that day during which I had 4 hours of back to back meetings. The first call I get after those meetings (before I could even check my voicemail) it was the cops.

Whoa. They were ready to ruin someone's life over a $250 dolly which my overdue rental dues were like $100. Ready to arrest customers over $100. I missed an important meeting to run home and return it immediately and pay the late fees. It wasn't a problem at all.

Mind you, I've spent over $100,000 easily at Menards through one of my previous LLCs (different location) between 2014-2015. We were renovating a small apartment complex. So I've been a decent customer. Not that that should matter.

This was so humiliating and embarrassing. I wonder if my name popped up on the screen "Juan Lopez" and they immediately thought criminal or something because this a crazy overreaction I think. It would be nice to know how many customers get the cops called on them yearly for something like this, how they choose whom to call the cops on, if they have a policy for this, and if they follow it correctly.

I've called and left a few messages and no one has returned my call. I didn't want trouble or legal threats or anything but I wanted to let them know that they went nuclear for no reason, I wanted to make sure it wasn't a prejudiced decision, and how to prevent someone else from going...

All around lousy service.. lady at customer service was not friendly. I am 8mo pregnant and had to walk from customer service to the furthest corner of the store, where I stood around waiting for someone to help me figure out where I could actually pickup my order, only to get a sticker for a pickup that I had to pick myself, and find 3 employees just standing around chatting in the department I ordered from. So I hauled a ceiling fan back to the front desk to do a return so that I could apply a credit, the lady was reluctant to let me come through the entrance to get back to customer service without having to walk all the way around through the checkout lanes, when she knew I just needed to process the return, but did let me through. Then I had to go to the lumber area, but the manager wouldn't let me take the direct route from customer service through the checkout lanes, so I had to do a full circle to get to lumber, where there was no one working and I had to wait, finally got a slip for some lumber that was inside, so they sent me to pick it myself (again, 8mo pregnant) and there were no available lumber carts, so I walked around for 10min and finally found a flat cart that I was able to use to load everything I needed. Finally the girl at checkout was friendly and considerate and asked me if I needed help loading my purchase in my car, which I gladly accepted. Menards is such a huge pain, I will be shopping at the Lowes across the street...