I cannot believe the experience I just had with one of Menard's managers at the Homer Glen, Illinois store. I purchased several items including two Plumbers Putty containers at $0.98 each. I generally put purchased items in different plastic bags and somehow failed to take the bag with one of the Plumbers Putty containers. Something I failed to notice until I arrived home.
Normally I would have just forgotten about it, but since my wife did not like the shower fixture I had to return it. At the Returns Desk I mentioned what happened to the Clerk who called a manager to approve giving me the one container; the one I had purchased but had failed to leave the store with!
After explaining what had happened she left without saying a word. I asked the clerk where she was going and was told she was "reviewing the tape". What tape? "The video tape."
Amazing over $0.98. After more than ten minutes she returned and informed me that I had been charged for both items. Of course; that was not the issue something I had related to her.
Her position remained resolute and stated I had purchased the item and they would not provide another one. I became more-and-more upset that I had wasted time over a lousy $0.98 combined with her attitude. As the argument progressed she informed me to leave the store. At that time I responded in an angry fashion wondering where in the Menards' Employee Manuals you have forgotten the principle of GOODWILL.
All of this over $0.98. I still cannot believe it. But I can assure you the preference I had for Menards over The Home Depot or Lowes has been lost. If Menards does not have the ability to hire managers with the ability to show some flexibility combined with People Skills then I cannot continue shopping at Menards.
Interestingly I contacted their Guest Services with a complaint and received the following reply:
"I'm very sorry we let you down. We need and appreciate your business. I will alert Mr. Cosson, our General Manager to the situation at once. His direct dial number is 708-645-5480."
I've yet to hear from Mr. Cosson and so much for the business appreciation. I can guarantee you I will not be calling him!
So much for the concept of Guest?