I am a local business owner and Real Estate Broker in the Avon area, just west of Indianapolis Indiana. Over the past 6 years, we have been buying, refurbishing and renting or selling distressed properties in the area. I have bought 98 % of my materials at Menards. Most purchases were made in the Avon store but I also have shopped at other stores close by such as Camby and Princeton Indiana. Almost all of my purchases have been made on a Menards Big Card or a Contractors card. Occasionally however, we have made purchases with checks and or cash.
Approximately 4-6 months ago, we needed a nail gun asap and I was not around to make the purchase with one of my cards so one of my employees made the purchase with cash as we needed it right away. After making the purchase however, we were able to repair the gun we already had so I told them to not open or use the new one and we would return it. Well after a series of events, the receipt could not be found so we just kept the nail gun in the tool room until we found the receipt. Well I finally gave up looking and decided to just take it back, be honest, take the sale price and a store credit. No problem on the store credit, we are constantly buying more stuff. I was going to the Camby area to get a haircut so took the gun to that store. I approached the customer service desk and explained my situation of no receipt. I had made exchanges before with no receipt, so I knew it was an inconvenience so I was patient. The front end manager, took the gun in the box and tossed it in a cart with other returns and said that she had to get an authorization from that department and that even if she did return it, it would be at the sale price of 199.00, not the 279.00, that I paid. No problem I said, I deserve that much for not having the receipt. A girl came and asked me lots of questions, where did you buy it and when. She also asked for my driver's license. She then handed me a paper and said that someone would call you after they investigated the situation. I said the situation, like its stolen or something? And she said yes. I said that this was not acceptable and that I either wanted a store credit, or my nail gun back. She said I would get neither until the investigation was complete. Someone will call you. I said no, I would like to speak to the manager.
The Manager (Michael) came up and treated me with suspicion from the beginning. I told him that I had done lots of business with Menards and that I deserved the benefit of doubt because I was a contractor. He said " I have dealt with lots of contractors that have stolen from us". Do you know So and so? (He named a mans name, and I said no. He said he was a very big contractor and that he has been caught stealing. I am shocked to hear these words come out of his mouth. I am beside myself and cant believe this guy is the store Manager. He said he couldn't help me until he verified the purchase. He called the Avon store where I bought it and was on the phone a while. They told him that there was in fact one of these bought during this time with cash. He said, I will help you out this time and give you a store credit. I said fine, I don't appreciate being treated this way but I would take it and leave, I would go to Avon to get the stuff I wanted. I wasn't going to spend any time in this guys store, ever. He gave me the credit and said, I'm glad I could help you out, I said "you totally insulted me, you didn't help me out"
After cooling down a bit, I went to the store in Avon. I picked out the 10 sheets of paneling I wanted and headed to the register. When I went to ring out, the girl said, that's funny, this store credit won't work. She called the cash manager who took the store credit and was gone for a while. When she came back she said" we can't help you or take the store credit because its been cancelled, you'll have to call the number that I wrote on the back". I left the store embarrassed and frustrated. I called the number and spoke to Dave. He was understanding and respectful in the beginning, but said he would have to investigate the return and call me back. "If you don't hear back from me by tomorrow, give me a call" He was not polite and not respectful at this time. He treated me like I was guilty of stealing.
I did not hear anything the rest of the day. Believe me, I was stressed about this all night. I was accused of stealing. Stealing from a company that I have had a six year relationship with. A company where I have spent somewhere between 100 to 200 thousand dollars. I couldn't believe it. I decide I will give Dave an opportunity to make this right. This was just a nightmare, a bad series of events.
I called him back the next morning. He said : well I have not been able to find the transaction, I need more information. I said, there is no more information. I bought it with cash around this date, and I have no receipt. He said: "that's not good enough, you have to prove that you bought it here" I said well I cant do that so fine, when can I pick up my merchandise then? He said, are you ready…. "YOU CAN'T" I said I can't?!!! It's my merchandise, how can you tell me I can't?!!! You gave me a store credit that is no good, to me it's no different than if I took merchandise from your store and gave you a bad check. It's the same to me. He said "without more information to enlighten us on your purchase, you can't have your money or the merchandise back and there is nothing more to discuss". Dave then HUNG UP ON ME!
Well I am beside myself. I am out 279.00, I have no store credit, I have been accused of stealing and I'm told there is nothing more to discuss!!!!! This is not acceptable. I called the Sherriff of Hendricks county. I told them that in my eyes, my merchandise has been stolen and or I have been issued a false credit.
The sheriff did the right thing, approached the Manager and said you have tree choices: 1 Press charges and show proof that stole from you, 2: Give his property back or 3 give him a store credit or money back. The store manager gave the deputy a new store credit and I was on my way. I went to the Avon store, got product to use the credit and was finished.
Menards treated a good customer, a good citizen, a hard working honest person, like a low life thief without good reason. I am not happy and I want a sincere apology . If not, I will make it my life goal to make sure as many people know about this as possible. I not only have shopped there but was a raving fan and told all my friends and family to go there. You guys need to do some serious training to get this issue resolved to prevent this from happening again.
Monetary Loss: $279.