Machesney Park, Illinois
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Customer service
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1 comment

If you order anything from Menards that has to be made and shipped from a supplier make sure you won't have to cancel for any reason. I ordered 2 vanity tops on a Sunday.

They charged me an extra $39.00 to carry them up the stairs along with the delivery fee. My installer cancelled on me so I went back on Tuesday morning (about 36 hours later) to cancel the order. They charged me $500.00 restocking fee for an order that had not even been processed yet. They said if I read the fine print I would find where they charge 25% restocking fee for cancelled orders.

All my business goes to Lowes and Home Depot now.

I hope that $500.00 was worth losing a good customer. I would of spent more than that in future purchases but I won't be stepping in to the store at all anymore and will advise everyone I know to go elsewhere where they have good customer service.

Product or Service Mentioned: Menards Customer Care.

Reason of review: Poor customer service.

Monetary Loss: $500.

Preferred solution: Full refund.

Menards Cons: Computer ordering took way too long.

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Menards like other home centers have a delivery charge based on off the back of truck delivery. If you want the materials brought into the house and up stairs there is an additional charge to compensate the delivery company for the time involved in bringing the materials into the home.

As far as the countertops go, why didn't you just find another contractor? You obviously wanted the tops. In days gone by when you ordered custom materials the orders were mailed to the vendor who often had a cut off day for orders each week and orders waited till that day to be processed. Now the orders are sent electronically and production scheduled as the orders come in.

This has cut 1-2 weeks off the lead time for custom orders. Once the orders are set for production many vendors won't allow cancellations. In many cases that is the same day you place the order. If Menards had been able to cancel the order there would have been no restock fee.

As you were charged a $500 restock fee that means they will be receiving $2,000 worth of countertop cut to the dimensions of YOUR cabinets in a color and style YOU wanted. They will end up selling them for pennies on the dollar as they were made to fit YOUR job.

Why should a retail store shoulder the entire loss of profit because YOU decided you didn't want the product YOU ordered? Do you really think Lowes and Home Depot are going to give you a full refund on custom materials you decide you do't want?