Menards - I went in for a sales item and they were sold out. Since I drove 30 minutes to get there, I asked for a substitution. It took me 2 managers and 40 minutes to get one. Horrible customer service!!
I saw in the ad they had 6-cube cubbies on sale for $19.99, normally $29.99. I wanted to get a couple of those plus some other things, so I drove the 30 minutes from my home to pick them up.
When I arrived I notice that the spots for all colors were empty. They had a 12-cube cubby available for $59.99, twice the price of the smaller one. I figured I would just pick that up for $40, ($20 off and the same price as 2 of the smaller) and sought out an employee for help. I told her what I wanted and since it was obviously going to be more cost effective for the company I saw no reason they would not agree.
She told me she would have to ask a manger and disappeared for over 10 minutes. I finally went a few aisles down to start looking for her since it had been so long. She was speaking with another employee nearby. I walked over and asked her what the answer was and she informed me that the manager had said no and I could only have a 'sorry' slip.
I assumed she had not explained exactly what I wanted to do, so I asked to speak with him myself. I mean, they are making the same amount of money and I know they didn't pay twice to cost for the big one as the small one. So I didn't understand the problem. She walked me over to a station where there were 5 employees standing around a computer chatting.
Ummm, aren't there a ton of customers these guys could be helping? Anyway. She told Phil, he had a name tag on, what I wanted to do and he looked at me with confusion. I explained it again.
Hey, I drove 30 minutes, it's a better deal for you guys, you make a sell and I get what I need. He got the info from the employee who had brought me over (Sarah btw) and punched it into the computer. With the help of another employee he was able to look it up and get the cost and sales price of both items. He then used a calculator on the computer, I was right next to him so I could see everything, and figured out the profit for each deal.
The 6-box cubby cost them $16.00. They were selling it for $19.99 - 20% profit. Then he figured out the info for the larger one - cost $29.99, selling it to me for $40 = 28% profit.) No wonder they can afford these sales! They get the merchandise for so cheap vs the regular price!) He then told me that he couldn't do it because, and get this, if he sold it to me it would be less profit!
He offered me 10% off instead, as savings of $6. I told him, no offense, but I could see that you would be making 28% instead of only 20% on the sale so it is a much better deal for you guys. He replied that that was only if he sold me 1 6-cubby. If he sold me 2 it would be 40% profit and 28% was less than 40% so no.
Are you freaking kidding me? Do you now understand how basic math works??? I tried to explain that no matter how many he sold me it was still just 20% the percentage would not change. He got snippy then and said that he didn't have to do anything for me and he was being nice by offering me 10% off.
Let me just comment that I can honestly say that I had been nice this entire time. I did not raise my voice, I was not condencending even though he obviously lacked even the most basic math skills and common sense! I then asked him what his position was. Was the the store manager or the department manager.
He told me he was the hardware manager. I then asked if I could speak with an assistant or store manager. He said the GM, Jon, was there. I asked to speak with Jon then.
He looked quite upset and said "Wait here". He walked away and I saw him go up the steps. He was gone for at least 8 minutes. When he returned he told me Jon was at the front of the store and I could go up there and speak with him if I really wanted to.
One of the employees that was still at the desk (2 had walked away while he was gone) asked me if I knew where the contractor stand was. When I said no, and she was giving me directions, Phil interrupted her and said "She can just go to the front of the store. They can page Jon or tell her where to go." He was obviously upset with me. I thanked them all very nicely for their help and walked to the contractor stand.
There were 7 employees standing up there. Brandun asked if he could help me and I told him I was there to speak with Jon, expecting Jon to be there already. He was not. Brandun called him on the phone and informed me he would be there in a few minutes.
It was at least 7 minutes before Jon walked over. Obviously he was not in a hurry to speak with me. I smiled, shook his hand, and thanked him for meeting with me. I explained my situation and told him that I could see that they were making 28% vs 20% by doing the substitution, so I didn't think he'd have a problem with it.
I honestly expected him to agree and say he would be happy to help me. I wouldn't be writing this is that was the answer. He told me that they had a lot of expenses with their merchandise. They had to pay for shipping, unloading, stocking, etc.
He informed me that they needed to make at least 18% just to break even on an item. I said "Yes, of course. But you'll make 10% over that if you do the substitution and only 2% over that if you don't and I have to come back and get it later" He then,again, replied that he had to pay shipping and stocking fees. I said, "But the item I want is already here.
You've already paid to have it shipped and stocked and now it's just sitting there. If you have to order another one for me you have to pay all those fees over again. I don't understand." It was extremely obvious that he had come over with the full intention of just blowing me off. He said "Hold on" and walked over to the computer behind the contractor desk.
He was over there for a few minutes and then returned and told me he could do it for $43 before taxes. Really? I told him that if he really felt he needed that extra $3 then I would give it to him. I just wanted to walk out with my item.
At that moment my husband, who had been roaming the store for the past 30+ minutes waiting for me, called and said he wanted the 8-cube cubby instead. I told Jon - "Let's see what we can do on the 8-cube instead please". He returned to the computer and come back a few moments later and said I could have it for $28.61. The regular price on this was $44.99 so I was very surprised at the generous discount.
I thanked him and accepted the price. He printed me out a paper with that info on it and I purchased the item. In the end, I got a good deal, but the aggravation is enough to keep me away from Menards for quite a while. The customer service was ridiculously bad.
I worked in retail management for years. If a customer wants a substitution on an item, and it's not costing the store money, just do it and keep them happy! In this case, they were actually MAKING more money, but they just couldn't see it. Oh, did I forget to mention that I was actually wearing my blue Menards hoody at the time that I purchased a few years ago and wear - well, now it'll be "wore" - all them time.
This sweatshirt will not be worn out in public ever again.
I'm not going to be doing any advertising for them any longer! Not after this ridiculous experience.
Product or Service Mentioned: Menards Sales Manager.
Reason of review: Poor customer service.
Preferred solution: I want your employees to be trained effectively and for customer service to be a priority. I would also like an explanation from upper management as to why this situation occurred and well as an apology..
Menards Pros: Products, Store size, Vast inventory selections.
Menards Cons: Poor customer service, Response of local management, Rude manager.