On October 1st, we brought a Maytag refrigerator for $599. We paid $49.99 for the delivery. $39.99, plus $10 for the "no guest assist." We were told that "No Guest assist" means that there would be two delivery men to do move our new appliance. The disposal fee was included in the price of the delivery.
First, a young male customer service representative assisted our delivery setup prior to purchase. We do not know his name. We explained that we wanted to keep our old refrigerator and would not want to have the refrigerator disposed. This was not his regular position, and he was unable to complete the transaction. He did not know the answers to our questions. He went to get the delivery coordinator. This person was the delivery coordinator. We also told her that we wanted to keep our refrigerator. She (Lori/laurie explained to my husband, Chia, and I that the original delivery price quoted $39.99 was did not include two delivery men and the customer had to help move the refrigerator in and out. It costs an extra $10 for an additional delivery man. After discussing it, we decide to buy the extra service. Our reasoning was that we had two small children and only one of us could be at home at the time of the delivery. She knew that we wanted the refrigerator moved not disposed. She put in our contract the base services and "no customer assist." She did not quote us a price for moving an old refrigerator in our home. She did not put an extra moving-within-our-home fee our contract. She did not charge us for this in our invoice.
Menards called us an hour after the purchase to coordinator the delivery. We explained again that we needed the delivery in the AM time slot and that we needed help to move an old refrigerator downstairs. No extra fee for any extra services beyond what we had originally purchased was quoted and explained to us.
On October 2nd, at approximately 10:30 AM our new refrigerator was delivered by one delivery man. I was not present. Chia explained to the delivery man that we paid $10 for a second delivery man. There wouldn't be a second person to assist. My husband had to help move the refrigerator in and move the old refrigerator to the new spot that we wanted it in. The delivery man did not attempt to get Chia's signature or agreement for any extra fees. Chia never verbally agreed or said "yes" to pay any extra fees.
Chia took our children and went to Menards and discussed this with the store manager, Scott (Last name unknown). Chia requested a $10 refunded. We did not get the service that we paid for. Scott said he could not refund our $10. Scott said it would be an extra $10 to have our old refrigerator moved down stairs. Scott said that technically this transaction was a monetary "wash." Therefore no refunded needed to be issued. After a heated exchange, my husband left.
When I came home and found out what happened. I went to Menards. I requested to speak to Scott, the manager. I explained that I wanted a $10 refund. Scott said the same thing to me that he said to Chia. It was a monetary wash. I explained that we were never told that it would cost $10 to have the refrigerator moved. The fee included free disposal and would have included moving the refrigerator down the stairs to get it out of the house.
Scott argued that it is free to move the refrigerator to any room, but not down stairs. Disposing down the stairs is free, moving an old refrigerator within a house down stair isn't, but moving into another room is free. Our house is a multi-level house.
I told him that we were never told that it would cost $10 to have the refrigerator moved down the stairs. He said that the delivery coordinator explained to us that it would cost an extra $10 fee. I said to Scott that I was present for the discussions at the time of purchase and he was not. My memory of the events was clearer than his. He refused to give me a refund for a second-delivery-man services that was never delivered. I told him I would sue Menards for $10. He told me that Menards could not come to another resolution. He told me to sue. He stood behind the delivery coordinator. Menards policy was: anything moved into another room is free but to move something downstairs would be an extra $10.
Menards' appliances delivery policy is unlawful and false advertising. I could not find this policy listed anywhere in the contract that I was given. I entered into one contract with Menards for delivery, after I paid for that service, Menards did not meet the obligation. Instead they did a bait and switch and attempted to charge me for another service that I did not agree to pay for after the fact. Nowhere in the contract is the "Stairs" policy explained. Nowhere is there any fee structure explaining additional services and fees.
Product or Service Mentioned: Menards Delivery Service.