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Bought a hot water tank, got home to open the box and the entire tank is banged up, dented and looks HORRIBLE. We asked for a percent off or for a new one- they refused a percent off and said we had to bring it to the store for a new one- we live an hour away from the store who has it in stock and we have no hot water and need it installed tomorrow.

The manager we spoke too could care less. Horrible customer experience- horrible customer service.

This is an expensive project that needs to be done and a complete eye sore. I would like to speak to a corporate manager, because the store manager seems to care less about its customers- who are what makes the business grow.

Preferred solution: Price reduction.

Menards Cons: Rude ignorant, I was given the run-around, Managers are horrible know nothing do nothing never around.

Location: 6405 Jackson Road, Ann Arbor, MI 48103

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What percentage off were you asking for? My guess is that it was more than they were making on the water heater.

The box was obviously in good condition or you would have refused it.

It isn't their fault it was in rough shape nor that you live an hour away. It's unfortunate that you have to make the drive again, but they are doing the right thing in exchanging it for you.


It clearly had impact damage while in menards possession, either rough handling in shipping process from menards distribution center to retail store, or rough handling moving the box up and down the pallet racking at the store. Whoever on menards staffed damaged this one very likely damaged others at the same time using their "slide and drop method" instead of asking for assistance.

As a former menards staff member myself I have seen many glass patio tables being smashed and cracked by using the "slide and drop method" from shoulder height onto the plywood mez floor. Its unfortunate but extremely typical for menards to react with the "tough s---" attitude with a customer with a sincere concern or frustration.

There were countless times where I ran into a customer who was irritated by poor customer service so escorted them to a store manager only to have the manager brush them of, then later on be questioned why I was wasting their time bringing customers to them? In the case of poor customer service best way to resolve and vote with your wallet and take your business to a store that appreciates your business.


Why would you accept a product that "clearly had impact damage"? If the box is damaged it would only make sense to check the contents before taking it on a long drive home.


Like they said, take back for a new one. If not live with it. You're just being difficult.

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