Here's what I just sent to Menard's via their e-mail address. We'll see what comes back, but I'm not holding my breath. Even other Menard's stores look at my local one as a laughing stock for how they handle customer issues.
Today I received a delivery of landscaping blocks. They were the wrong color.
When I placed the order, I stated the type I wanted by part number 179-3960, but that I wished them in Sienna. I also asked for caps (179-5674), those too in sienna.
These items were written on my sheet with the color clearly noted (actually chose tan first but scratched that out and printed "siena"[sic] right next to the quantity.
The gentleman then handed me over to the delivery scheduler, a young lady. When I noted the color on the sheet she gave me stated tan and gray, she told me not to worry, that was just an example on the form.
So, the wrong colored items showed up today. I called the store and talked to the gentleman who claimed to take my order. When I explained the situation to him, he said he would put me through to the delivery person. An individual identified himself as "Dan" and asked if he could help me. I asked if he was the scheduler. He said he was and told me what he knew of the situation, after I asked if I needed to explain my situation again. He said he would replace the bricks but needed to charge me for a second delivery fee. I argued with him about that stating that I felt I had requested the appropriate thing, even going so far as to try to catch what I thought was an error, only to be reassured that it was not.
Dan was very short and offered no movement on his position that I would be charged for the re-delivery. I got very frustrated with his manner, so I asked to speak to his manager. He said I could not, he doesn't have a manager. A couple more questions were asked when he finally admitted he was the store manager. I asked you're the delivery scheduler AND the store manager? He replied "Unbelievably so."
He then told me that my paperwork says what I got, so there was nothing he was going to do about it. Dedicated to service and quality. I dropped a choice word on him telling him what he was full of. He rightfully hung up on me-no problem there.
You've got me over a barrel. I told them to go ahead and schedule the transfer. Dan (Herrera) certainly does not have great soft skills. His inflammatory attitude and comments helped escalate the situation to where it did not need to go.
I would like an explaination as to why this error has resulted in a cost to me. What else could I have done, when your representative told me not to worry about the error I perceived? Am I to have greater core competency in your business than your employees? Are they not "dedicated to service and quality?"
Thank-you for your time and attention to this matter.
Product or Service Mentioned: Menards Delivery Service.
Monetary Loss: $60.