Business Profile

Building Materials

Menard, Inc.

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Complaints

This profile includes complaints for Menard, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

617 total complaints in the last 3 years.
171 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/31/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a bathroom vanity in August 2021. I received the vanity in Sept 2021. At the time of receipt, the backsplash was broken in half and a door was broken. I notified the store immediately of items broken. I was advised they would get replacement items and I could go ahead and install vanity. Vanity was installed in October 2021. I received a new door several months later. I still do not have a new backsplash. I have been given the run around on why I have not received the backsplash. I email and get no follow up to resolve my issue. They refuse to refund my money and have no promise to fulfill my order. They state I can return the vanity but it is installed, weighs over 500lbs and is not just easily returnable. I have asked many times for a refund. They also state they can issue an in store credit and thats not acceptable. I want my money back and do not wish to spend anymore money in their store. I do not believe I will ever see a backsplash. It has been almost a year and I still dont have the full product I paid for. I am seeking assistance in resolving this because their focus on resolving it is absent and they have ran me through the dirt on this.
Business Response
Date: 09/19/2022
see attached
I'm sorry that **************** has still not received
Customer Answer
Date: 09/19/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below

I have read their response and the response is the same as the past year. They state they are having issues getting the backsplash or state it is being shipped and it never arrives. I do not believe it is being shipped to store. I will believe it when it actually arrives in one piece. Therefore, the issue is not resolved in my opinion. Issue will be resolved once I receive what I paid for or a refund.

Regards,

***************************
Business Response
Date: 10/03/2022
SEE ATTACHED
I am sorry that *************** is unhappy
Customer Answer
Date: 10/03/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***************************
Initial Complaint
Date:08/31/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
May 13, 2022 I went with my visiting guest to Menards in ***********, **. She purchased a flashlight with batteries included for $38.40 on her credit card. When she returned home, open the flashlight inserted the batteries, the flashlight got very hot. She opened the flashlight and the batteries were beginning to corrode. I told her to send the flashlight to me and I would return it to Menard for a credit. I took it back to Menards and the clerk at customer services said they could not give refund because I did not have the receipt. She said that she could see in her computer where we purchase the flashlight and if I could have my guest to send a copy of the credit card receipt they would give her a credit on her credit card. My guest mailed me a copy of the credit card statement that clearly stated that the flashlight was purchase with the amount of money charged to her credit. The manager as well as the store manager refused to credit my guest credit card. they said they would give me a store credit. Then the store manager said she would credit the card but it would be the sale price. I told her the flashlight was not on sale and the price was reflected on the credit card receipt. then she said I can only give you a store credit. I took the flashlight and left the store. I told my guest and that she should file a complaint with her credit card company. They denied her claim and said that Menards said that I still had the flashlight. I still have the flashlight light because they refused to give my guest a refund on her card. I can return the damage flashlight and batteries at any time. We would like to have a credit or cash refund in the amount of $38.40, the amount paid. I also wrote a letter to the owner, CEO of Menards in **********, *********, on 7/18/22, he did not respond.
Business Response
Date: 09/14/2022
see attached
if its less than 90 days the original receipt must be purchased
Customer Answer
Date: 09/16/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not satisfied with Menards resolution. The flashlight was originally returned to Menard within 30 days of purchase. I did not have the original receipt and was advised by a Menards associate to bring in the credit card receipt and I would be given a credit card refund. When I provided the credit card receipt to Menard, they again refused to give a credit card refund. The flashlight was being returned because it was damaged at time of purchase, there was no way that i could have known that because it was packaged. I am very dissatisfied with Menards customer service and the fact that they have no respect for customers and I will no longer shop there for any reason so store credit would not be of any use to me. I am seeking a credit card refund for the cost of the flashlight. I have the damaged flashlight and would very much like to return it to Menards for a refund.

Thank you,
************************************* (*******************************)

Regards,

*************************************
Business Response
Date: 09/29/2022
see attached
credit card statement cannot be used a proof of purchase
Customer Answer
Date: 09/29/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The flashlight was return to Menards within 30 days of purchase, Menards associate advised me to bring in the credit card receipt which I did on July 18, 2022 within the time frame. The flashlight was being return because it was damaged when purchase. The 90 days have passed because Menards refuse to return the credit card amount for a damage item they sold. I will not be able to use a store credit because I will not shop at Menards again. I should not have to loose $38.40 because Menards sold a damage flashlight. The credit card receipt clearly shows the name and address of the store, Menards in Tinley park, the date of purchase. If this is a reputable business they should be willing to stand behind their products.

The flashlight was packaged with batteries, when the batteries that came with the flashlight was used in the flashlight, the flashlight got hot, when the batteries were removed they appeared to be corroding. The flashlight cannot be used so I would like to have the cost for the flashlight refunded.

Regards,

*************************************
Business Response
Date: 10/13/2022
see attached

Customer Answer
Date: 10/13/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below

Clearly I am not please with Menards decision to sell merchandise that is damaged and cannot be use and refuse to refund the cost to me. This is an ongoing issue , I went to Menards in June with the damage flashlight and was told I would receive credit on my credit card if I brought in credit card receipt, which I did. Now they say that I waited too long. No customer shoul have to pay for damage merchandise. Since Menards, do not respect me as a customer, I will not shop there.

*************************************
Business Response
Date: 10/26/2022
see attached

Customer Answer
Date: 10/26/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[I an not satisfied with Menards response. They sold a flashlight that was damaged and refuse to refund the money to my credit card. I originally went into the store in within 30 days for refund and the second attempt was still within the time frame for a refund. Menards still refuse to give a refund for damage product they sold. A store credit would not be of any use to me.
Regards,

*************************************
Business Response
Date: 11/09/2022
see attached
Customer Answer
Date: 11/13/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[The damaged flashlight was taken back to Menards two times (2 times) before the 90 day time period and both times they refused to refund the cost to my credit card after they, Menards associate told me they would refund to my credit card if I brought in the credit card receipt. When I brought in credit card statement showing the purchase, they still refused to give refund on credit card. I would like a refund because the flashlight was damaged when purchased

Regards,

*************************************
Business Response
Date: 11/23/2022
see attached
Initial Complaint
Date:08/29/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They Charged me double. I called them 2 times and went to store. Menards lied to me all 3 times that I talked them. I want my $300 back plus the gas I used. They wouldn't look at my debit account to see it went through twice. Menards said there system will reject the second $300 payment. The system doesn't know if I brought something else for $300. I had to get my BMO ****** Bank envoled. They just wouldn't help me to make it right.
Business Response
Date: 09/20/2022
see attached
I'm sorry if she was double charged
Initial Complaint
Date:08/28/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filled out a complaint on the Menard's website about a negative in store experience I had on 8/27. I never consented to receive any emails from the company, and simply requested a regional manager call me when the paint I asked for was in stock. The very next day, I began receiving solicitation and SPAM emails from Menard's.These emails need to stop immediately. I won't hit the "unsubscribe" button since I never subscribed in the first place.
Business Response
Date: 09/14/2022
see attached
Mr. Has been unsubscribed
Customer Answer
Date: 09/14/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Again, Menard's doesn't read. I want to know why someone who reaches out for help on their website would be subscribed to receive emails. Answer that.

Regards,

***************
Business Response
Date: 09/29/2022
see attached
she has been unsubscribed
Customer Answer
Date: 09/29/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Once again. READ MY COMPLAINT. I want to know why I, a customer, reached out for help from your company by filling out a form on your home page, and by doing so, I was subscribed to solicitation emails I did not want. I will highlight it again in red below since your company apparently does not read emails.

Tell me why a customer fills out a form on the ********************** website asking for help, and with no consent whatsoever, they are subscribed to receive solicitation emails from Menard's.

If you don't answer my question, I'll just file a complaint with the ************************* of ******** Protection.

Regards,

A customer who at this point, has nothing but negative things to share about your company.
Initial Complaint
Date:08/27/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had ordered a Whirlpool Side-by-Side counter-depth refrigerator from Menards on March 27, 2022. Order details below: - Menards Order #: ******** - Delivery and Installation #: MCOM36771261 It was supposed to be delivered in May, and after a number of delays, it was finally delivered in July, 2022. - Model Number: WRS571CIHB (black color - WRS571CIHB04) - Serial Number: ********** Upon delivery, we realized there were large gaps in the refrigerator (shelves/bins missing compared to original pictures from the site when we ordered), so I called Menards, who redirected me to Whirlpool, who transferred me 3 times and took 2+ hours to finally order 2 sets of parts on July 7, 2022 (confirmation # below): - Part #: W11106313 / QTY: 1 / BIN-FREEZR - Whirlpool Parts Order Confirmation (order: **********). On Aug 3, 2022we called Whirlpool back as we still had not received any parts, and spoke to a representative who apologized and escalatedand then the supervisor (************ employee #****)after being on the phone with Whirlpool for 1.5 hours, told us that we already received all the parts we were supposed to receive, and he could not order anything else for us since the refrigerator was not designed for the additional load--although they can sell it to us. On Aug 16, 2022--I was returning a call from **** at the Whirlpool Consumer Escalation Board--and was bounced around 4 times before someone told me that ***** doesn't exist any more. They then read what **** had documented in my record & told me that my order had been canceled (and it showed reason that CUSTOMER canceled it). I told her I wouldn't be spending time calling if I had done that. She said that they would not order parts for me without paying. I've contacted Menards thrice just this month with a response every 2 weeks that they are working on it. I can't make use of my refrigerator the way it was intended.
Business Response
Date: 09/12/2022
see attached
Whirlpool has contacted the consumer
Customer Answer
Date: 09/14/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I would refer Menards to their own website that displays additional drawers and shelves associated with this specific model which I purchased from their site. I had attached it with the original complaint--however Menards has apparently not reviewed it. I am attaching it again for their convenience.

Regards,

*********************
Business Response
Date: 09/29/2022
see attached
I'm sorry my office did not receive the attachments referenced in the complaint
Initial Complaint
Date:08/26/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a 20 cu.ft. Criterion upright freezer on 04/01/22. After having the freezer for a month or so I noticed a large build up of ice and frost. I found out the door seal was defective and not sealing at the top (had to use a ladder to find the issue). I was told I could exchange the freezer at the store location by Criterion customer service via email. Criterion is a Menards exclusive brand. That store location was currently out of stock so I had to purchase another unit from the nearest store location that had two in stock and then was told I could return this original unit for money back to my card. The 2nd new unit once I got it home was defective out of the box, it would not cool. I loaded this second freezer back up and brought back to the store, which they tried to give me a run around and give me store credit for this unit I bought 5 days ago!? I finally got my refund for that one. I purchased a freezer from a local appliance store which finally had some freezers in stock that I was needing. Once I got that new unit I loaded up this original Criterion freezer to bring back to the Menards location I bought it from. ******************************************. I had spoke with the department manager who advocated for me and said there should not be an issue with giving your money back. I had my original receipt as well. The store General Manager (*****) would not entertain giving me a refund and the insisted there was nothing they could do or override due to their 90 day return policy. I did not want to make a scene and argue at the store so I took the store credit at the time and informed them I will be contacting their corporate office. I emailed Menards corporate detailing the situation and was told there is nothing they can do. This is absolutely unacceptable customer service in my opinion, especially from someone who works in customer service. I have not spent a ***** of the in store credit at this time. I would like my money refunded by Menards ($759.61).
Business Response
Date: 09/08/2022
see attached
I'm sorry she is unhappy with the refund
Initial Complaint
Date:08/24/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a couch from Menards 8/15. Delivery was not offered on the weekends, so I picked it up myself on 8/21. First, they had no twine to help secure the couch, while on the receipt it says it will be provided. I was told to go purchase some in the front of the store. I figured it out with what I had in my car. When I got home, I began unwrapping the couch. There were 2 tears under one of the cushions and some clearly misplaced staples, Because of where they were located, it would've been impossible for me to do that. It had to be the furniture company (Lane) or Menards. I called and spoke to many people. The conclusion was that I can submit pictures in hopes of getting a partial refund, or bring the couch back. If I chose the second option, I would've had to drive an hour to the next store because there were no more in stock in *********. I asked if it could be brought to *********, and they said no to that as well. They also would not come pick up the couch unless I paid $99, which is unacceptable to me considering the tear was not my fault. I decided to keep the couch at lease for now and try to get this figured out in some way. I do not have the means to bring this couch back and forth.
Business Response
Date: 09/07/2022
see attached
If she wants us to file a warranty on her behalf with United..
Initial Complaint
Date:08/23/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a log splitter on 8-15-2022 at Menards ****, ** for $1829.08. It was assembled my the store. When the proper oil was added as directed the hydraulics do not work and all and never worked even once. I was told by the store manager yesterday that I could not return the item until *********************** looked at it. They can be very slow at times and I need this splitter now not in 2 or 3 months. I filed a dispute claim with Discover Card and they told me I can return the item if it is within 30 days. What do I do if they refuse to take it back. Discover Card has already started the refund process but said it could take up to 30 days to complete
Business Response
Date: 09/01/2022
see attached
the manufacturer holds the warranty
Initial Complaint
Date:08/22/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our complaint is in relation to large purchases made in the ********* Menards on June 11 and 24th of 2022 and the 11% rebate offered on that purchase. We sent all the documents required for the rebate and kept the original receipts. We have nothing to show for it. We sent an email to Menards as the website for rebates is just a page that loads and loads and loads. It isn't about the money for us as much as the blatant insult to customer for such a dubious response to an honest expectation on honoring their rebates offer. Thank you for any advise or assistance your office can offer. Sincerely disappointed, ***********************
Business Response
Date: 09/01/2022
see attached
rebates were issued
Customer Answer
Date: 09/12/2022

We received the rebate 4 days ago, so thank you very much!!
Initial Complaint
Date:08/20/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 18,2022 I made a payment on my Menards card. I was 7 minutes past the due time. I talked to the agent and she said that I still had to pay the late charge. It was for *****. I explained that I have never been late with my payments. I always paid them in full every month. I feel that I should not have to pay the late charge and be given a refund for the late fee of *****.
Business Response
Date: 09/01/2022
see attached
I'm sorry he had issues with his cc
Customer Answer
Date: 09/02/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*********************

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Menard, Inc. is NOT a BBB Accredited Business.