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1.6

We purchased a new washer and dryer set from the store in Howard, WI. The set that we ordered was not in stock but we were told it would be ordered an arrive within a week.

My husband stopped back a few days later to switch out a cord for the dryer that we purchased and was told it should arrive by the following Wednesday. When we did not receive a call that following week, my husband called to check on the status. After providing the order number, he was told that it did not arrive on the truck but that it would be in the following Wednesday. Once again another week passed and we did not hear anything.

After stopping in the store to check on the status, my husband was told that the washer and dryer were never ordered. So after waiting almost 3 weeks for our purchase to arrive, we find out we have been paying interest/payments on a product that we won't be able to get for another month. When we complained and asked the manager about throwing in free delivery since they were charging us extra for being 15.6 miles away from the store (the cutoff for the cheapest delivery was 15 miles), we were told that he would not do anything to compensate us for the mistake since we "already got too good of a deal since they were on sale." I tried to call the corporate office to file a complaint but they will only take complaints mailed to them in writing. The last thing I need is to drag this issue out even longer while waiting for a response for a corporate office that doesn't seem to care anyway.

I then tried calling the number listed on Better Business Bureau's website and finally got a human being who answered. When I explained to her what was going on and asked to speak to someone regarding it, she rudely told me to mail it to them and they would get to it whenever they could. Totally unacceptable customer service.

I will never shop at Menards again!! Buyer beware....there is a reason Menards gets an "F" rating with the BBB.

Reason of review: Order processing issue.

Monetary Loss: $2000.

Preferred solution: Let the company propose a solution.

Menards Cons: Customer service, Delivery fees, Poor management.

Location: 2300 Woodman Dr, Howard, WI 54313, USA

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Guest

Their system is set up that when you pay for the order, the order is placed by their computers at the time of order. When they look up the order you are given the due date provided by the manufacturer.

Appliances ordered from the manufacturer are shipped to the stores once a week. If when the truck left the warehouse the appliances were not in stock they get backordered and the date due is changed to the next weeks truck which again is the information the people in the store are seeing. To get any real updates on when the appliances will be in the warehouse can take days depending on the manufacturer. For example if you chose an LG appliance if their US warehouse is out of stock, they need to see if more are on the way from Korea, if not, are any in the Korean warehouse, and if not, when more are scheduled to be built.

If the warehouses are out it can take 3-4 weeks to get them to the US warehouses. If time is critical when purchasing a new appliance it's always best to purchase an appliance that is either in stock at the store or the store's warehouse rather than having it ordered from the manufacturer.

MrSharkNasty

You have a lot of holes in your story. I'm very familiar with the Green Bay area Menards locations.

I'm even more familiar with the special order process and store policy seeing how I worked for them for 6 years. Menards is far from perfect, but a lot of their issues are how they treat their employees and NOT THEIR GUEST/CUSTOMERS. Most complaints from guest/customers are out of ignorance and a horrible belief that they're are entitled to be treated better than the employees at the store. Now let's address the holes in your story, yes it's a story a very one sided one at that.

Special orders are not finalized until you hand the invoice to the CASHIER! Often this part of the process is not completed causing the order not to be placed. It's very obvious this was not done so the order was never placed. If the order was never placed then YOU NEVER PAID FOR IT!

And you certainly were never paying interest on it. Now for the issue about them telling you it would be in on so and so, well I have a question for you? WHO told you that? It seems like an obvious miscommunication or lie because they had no clue how to really look up the order.

If the order was never placed no ONE WOULD EVER FIND IT IN THE SYSTEM, it simply would not exists. Anyone who knows anything about special orders at Menards knows that all dates are an estimation and it's very probable it will arrive sooner or later than the estimated date. Now let's address the issue about delivery, you feel like you are now entitled to free delivery or discounted delivery because of your ERROR OF NOT HANDING THE INVOICE TO THE CASHIER, why? I'm certain all of this was already explained to you and you've neglected to mention it.

Menard loses money on every delivery, I bet you didn't know that... So it would be a double loss had they giving you a favor on it. You would have been better asking for in-store credit if you knew anything about being a consumer. However, I'm of the belief you represent everything that is wrong with consumers in American, you're not special, YOU'RE NOT ENTITLED TO ANYTHING.

Far to many consumers believe they're allowed to make errors, but the HUMANS that work retail have to be 100% perfect all the time. Anyone who takes the BBB serious in the first place is the definition of and ignorant consumer. The BBB holds absolutely ZERO POWER. It's funny how you can't write Menards a complaint to clearly state your argument, but you can find a website online to write one(oh the irony).

A complaint in writing is actual evidence of a complaint, instead of trying to patch it all together via multiple peoples experiences.

They can read the complaint and then do a clear investigation based on what you wrote. Hopefully you write more persuasive in your future complaints because you just got schooled in this one.

Guest
reply icon Replying to comment of MrSharkNasty

You sound like as brown nosing company man, with your nose so far up the bosses, and the company's *** You can defend you *** company all you want, but Menards ***

Alane Mpq
reply icon Replying to comment of MrSharkNasty

You sound exactly as pleasant as the people we tried to work with at Menards. With your attitude, I would think you are upper management within Menards.

I am glad you know exactly what happened even though you weren't there. Yes I did take the invoice to the cashier before I even left the store the day I ordered the items and have a receipt for having the charges placed on my card. I also have a card statement showing the charges, so for you to state that it is my fault for the items to not be ordered is completely ridiculous.

I had 5 different people all tell me when the item would arrive and guess how they did that.....off the invoice number that I gave them from my paperwork. You are exactly what is wrong with companies like this.

Guest
reply icon Replying to comment of Alane Mpq

As I'm sure you can tell based his demeanor for the reply on this issue and 180 other poor customer issues he commented on, sharknastys work day over the years he was employed by menards involved spending hours nursing on mr menards d--k

Guest

Menards isn't accredited with the BBB, so they don't have a rating. Nice try on giving them an "F" though.

99% of companies take complaints by mail rather than phone, as it would simply be too much to deal with otherwise. If you had mailed the complaint like they asked, you would probably already have an answer.

I've had ONE issue with Menards and after sending the complaint in writing as requested, corporate had answered and solved my issue in less than 2 weeks. Instead of whining about them not doing it the way you want, follow the rules.

Alane Mpq
reply icon Replying to comment of Guest-1258962

2 weeks does not do me any good when I need a washer and dryer to have clean clothes!! If they order what I ordered now for me and actually do it correct this time the earliest I can get it would be February, yet they have no problems taking payments from me for merchandise I don't even have.

In this day and age of technology, they could at least have an online method to submit concerns instead of snail mail. I have since taken my business elsewhere where I got a much better price, free delivery and MUCH better customer service.

Guest
reply icon Replying to comment of Alane Mpq

We got one less problem without you!!!

Thank you,

Menards staff

Guest
reply icon Replying to comment of Guest-1263434

Don't like working in customer service? Why don't you quit, *** Another company man like Mr. Sharknasty.

Guest

I feel like if they take complaints the same exact way that the BBB does....they aren't doing something wrong.....

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