I recently ordered some insulation online. I was notified immediately it was ready for pick up. I drove to the store, waited in line to get a gate pass, and they couldn’t find it. I was notified again it was ready for pick up. This time they told me I didn’t need a gate pass. They couldn’t find it… AGAIN… so they sent me to the department that handles insulation… that was sold out. I received another email telling me they would CANCEL MY ORDER AND CHARGE ME A RESTOCKING FEE. I went back and yet again, after spending hours dealing with incompetence, they were unable to find the product or assist me. So I drove back around to the front desk and spent 30 minutes while they attempted to cancel the order. I say attempted because I never received the refund. I went back today and was told it had been refunded to an inter-department purchase and that I’d have to email Menards.com for assistance. That A) the manager helping me couldn’t do anything B) Menards.com doesn’t have a phone number. Overall I’ve spent more than 6 hours trying to pick up $80 worth of insulation. I have never dealt with such incompetence, lack of accountability, and lack of empowerment EVER in retail. The entire upper management of Menards should be immediately fired and replaced with business men under the age of 80 that have a rough understanding of how internet sales and customer service work. The local staff that was either non-existent, sitting idly while there was a line at customer service and only 1 person helping, and just didn’t care should be fired. The ones who returned the order wrong, gave mixed messages about the gate pass, etc. clearly need training. Basically this entire company needs a SERIOUS culture change.
12000 Hickman Road Clive, Iowa USA
Home & Garden Stores