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Update by user Mar 06, 2021

Menards has acknowledged the problem and very generously offered to refund the cost of my purchase.

Original review posted by user Mar 04, 2021

The practice of restocking damaged or incomplete products and then re-selling them has been an issue I have observed for many years of patronizing your company, and I request that you examine your processes to see what can be done to resolve the issue. Now, the pandemic has magnified the harm this flawed process does to your customers in general and me in particular.

I ordered a Delta MultiChoice Universal Rough-In Valve

Model Number: R10000-UNBX for curbside pickup (I am in a high-risk category for COVID-19). The product I received was in an opened box. The contents had been unpacked--most likely by a customer who returned it--and incorrectly re-packed. The valve body--loose in the box--had tumbled around inside the box for God-knows-how-long and likely broke the plaster ring.

The threaded ports on the valve tore holes in the installation instructions to the point that they were not useful. To the credit of the staff at the Eden Prairie Menards, I was able to exchange the defective part for a new one using the curbside process. However, I had to make an additional trip to make the exchange. I have witnessed your company grow to a first-class retailer, and I am mostly pleased with the variety and quality of products you offer.

Your staff is almost always pleasant and willing to help. However, your work is not done.

This restocking process is broken--just like the plaster ring in the Delta R10000-UNBX I bought from you--and it needs your immediate attention. Please inspire me with a response that will reinstate my faith in Menards.

Monetary Loss: $5.

Preferred solution: Process improvement.

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When given an open box it's a good idea to inspect the contents or request a sealed box. Saves a trip back to the store.

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