In response to"What could we do differently?" Do not promise an assembled unit, then send a "do it yourself project" in 4 boxes that does not include all materials needed to complete. When a customer makes a concern known, in a reasonable manner, make every effort to retain that customer.
If a department manager needs to speak with an upper level manager, make sure they don't tell a customer they will TRY to call him back and NOT do it! CALL HIM BACK. When a customer makes an appearance at the store to have a congenial conversation with a manager, make sure that manager's name tag is not turned around so the customer doesn't know whom to address. When a customer sends a thoughtful, polite, email to corporate DON'T miss the entire intent and brush him off!
When the manufacturer of product tells the customer "we have a lot of complaints about this same issue from Menards customers" It may be a good managerial decision to look into why customers feel like they have been deceived. If there weren't plenty of competing home improvement stores, maybe this customer would still be one of yours!
Reason of review: Not as described.
Monetary Loss: $200.
Preferred solution: Price reduction.
I liked: General help on initial consultation.
I didn't like: Customer service.