Menard's And MasterCraft Absymal service and quality, ripped off for $2500+ Hoffman Estates Illinois

I waited 7 years to buy a new front door. I'm a senior and handicapped so have really had to scrimp and save to get the money together. I'd also been out-of-work for 2 years.

I went to Menard's and picked out a door that was supposed to be pre-finished and arranged for delivery. This door included 1 sidelight and I thought that, although, it wasn't my first choice, I was happy with it.

The door came partially unfinished, had a bubble on the trim outside, and many defects on the inside including the fact that a cold Chicago wind was blowing through it. Another issue was with the delivery itself. The man on the truck wanted my sister who walks with a cane to help him with getting the door off the truck. He put the gigantic door in the middle of my garage floow lying down so I couldn't get my car in. See that portion in the email copy below.

Menards, even though they are associated with Master Craft and have the same address, won't take responsibility for those defective products. I had to go through Master Craft and they don't have an email or phone. You have to do it via snail mail. How archaic!

I notified customer service that I needed this looked at immediately but got no response for a long time and many emails. I sent them a paper list of all the items that were wrong, filled out a form with all the information via their web site and even faxed a copy. I got absolutely no response at any time from the Master Craft "defect" tracking folks.

Finally, a nice young man came out to look at the problems and he took pictures. He said he was surprised at the problems with the door and didn't know why they sent it out in this manner. He wrote it up and left. He said I'd get a call in a few days about the rest of the items.

I heard nothing so I again sent email to Menards customer service. I told them that the guy had been out but I'd heard nothing since. I was told by Ray in customer service to "stop complaining". Someone from Menards out-of-state has been leaving messages on my machine for me to return a long distance call which I won't do. I love the fact that I've been adding up the costs and my heating bill and this last email from Ray has been the final straw.

I want Menard's to install a new, defect-free, as-ordered door at no charge. I want Menard's to cover the $953.00 for the first install. I want Menard's to cover a portion of my heating bill. I would like them to reimburse me for the delivery since they never said I needed someone there to help and then did their goofiness with my sister. The delivery man was quite rude and I called the store to complain. They apologized but nothing was done about it. And, I don't want any hassel about it.

The following is a copy of just one of the emails from them:

From: "Menard, Inc. Guest Services" Add to Address Book Add Mobile Alert
To: "'Karen Mermel'"
Subject: RE: Website Guest Contact 2005-11-24 12:44:51
Date: Wed, 21 Dec 2005 13:56:40 -0600

Karen,

It's probably the door guy. You should call him back if you want service or stop complaining to everybody about it.

Thank you, Ray
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From: Karen Mermel [mailto:kmermel@yahoo.com]
Sent: Wednesday, December 21, 2005 11:58 AM
To: Menard, Inc. Guest Services
Subject: RE: Website Guest Contact 2005-11-24 12:44:51

Someone has left a message on my machine the last 2 days from Menards wanting me to call a long distance number. I don't have long distance service on my phone and don't want to make those calls. When will the door guy be out again to look at the bubble. How can I get a copy of the form I sent in via the web to MasterCraft with all the problems so I don't have to go through them all again and miss some?

Karen Mermel

"Menard, Inc. Guest Services" wrote:

Karen,

OK, thank you. I'll forward your email on to Arlene Krueger.

Ray
----------------------------------------------------

From: Karen Mermel [mailto:kmermel@yahoo.com]
Sent: Friday, December 09, 2005 1:20 PM
To: Menard, Inc. Guest Services
Subject: RE: Website Guest Contact 2005-11-24 12:44:51

I faxed it the day you sent me the number and I mailed it the same day.

"Menard, Inc. Guest Services" wrote:

Karen,

Have you submitted an Installed Complaint Form? Please advise.

Thank you, Ray
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From: Karen Mermel [mailto:kmermel@yahoo.com]
Sent: Thursday, December 08, 2005 7:38 PM
To: Menard, Inc. Guest Services
Subject: RE: Website Guest Contact 2005-11-24 12:44:51

OK. I see that no one at your company wants to help or cares about the customer. Tomorrow, I go to BBB, the Ripoff Report, the lawyer, the newspapers, etc.

Karen Mermel
VP for Public Relations

"Menard, Inc. Guest Services" wrote:

Karen,

By supporting documents I mean any special order paperwork or receipts you have for the door. If you wish you may also send pictures.

Thank you, Ray

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From: Karen Mermel [mailto:kmermel@yahoo.com]
Sent: Wednesday, November 30, 2005 8:02 PM
To: Menard, Inc. Guest Services
Subject: RE: Website Guest Contact 2005-11-24 12:44:51

What supporting documentation is necessary? I have to do this at work and need to be able to bring it with me in the morning.

"Menard, Inc. Guest Services" wrote:

Karen,

To print the form please visit www.menards.com, select Menards' at the top left of the webpage and then choose Guest Services' and follow the directions for printing the Installed Guest Complaint Form. You can fax the completed form and any supporting documentation to Arlene Krueger at 715-876-2868.

Thank you, Ray
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From: Karen Mermel [mailto:kmermel@yahoo.com]
Sent: Wednesday, November 30, 2005 1:41 PM
To: Menard, Inc. Guest Services
Subject: RE: Website Guest Contact 2005-11-24 12:44:51

After I heard from you I threw the form away. So, back to my original request. Please forward a copy of the email to me and the fax number. This is soooooo frustrating. I waited 7 years to get a new door and now this. The numbers are still adding up. The cost for the install alone which isn't complete because of the problems is around $1,000. So, the longer it goes the higher the cost.

Karen Mermel

"Menard, Inc. Guest Services" wrote:

Karen,

I have forwarded your email, but you would need to submit the form to the Installed Complaint dept. I can give you a fax number if that would be helpful. Please advise.

Thank you, Ray
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From: Karen Mermel [mailto:kmermel@yahoo.com]
Sent: Tuesday, November 29, 2005 8:18 PM
To: Menard, Inc. Guest Services
Subject: RE: Website Guest Contact 2005-11-24 12:44:51

The dollars are adding up for the heat bill. I was told that you guys forwarded the email to them. So, what's the hold up. Need I escalate?

Thanks.

Karen Mermel

"Menard, Inc. Guest Services" wrote:

Karen,

They work by U.S. mail only and I'm sure you'll hear from them as soon as they've received your Installed Complaint Form.

Thank you, Ray
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From: Karen Mermel [mailto:kmermel@yahoo.com]
Sent: Tuesday, November 29, 2005 1:09 PM
To: Menard, Inc. Guest Services
Subject: RE: Website Guest Contact 2005-11-24 12:44:51

Thanks for forwarding the info to Arlene. Will I be contacted shortly? I've got rags barracading the door along with pieces of wood holding the rags in place. It looks very bad and I'm freezing. I really hate to see what my gas bill will be and I keep my house at 68 degrees.

So many things wrong and so little customer support.

Karen Mermel

"Menard, Inc. Guest Services" wrote:

Karen,

I am very sorry we let you down. We need and appreciate your business. Please stop by the store and pick up an Installed Guest Complaint Form, fill it out and mail it in, along with any supporting documents, to Arlene Krueger, Menard, Inc., 4777 Menard Dr, Eau Claire, WI 54703.

Thank you, Ray

-----Original Message-----
From: guest@menards.com [mailto:guest@menards.com]
Sent: Thursday, November 24, 2005 12:45 PM
To: guest@menard-inc.com
Subject: Website Guest Contact 2005-11-24 12:44:51

--------------------------------
This is in reference to the email I just sent about the Mastercraft door.

I believe that the only thing that will solve the problem is for you to bring out a good door/sidelight that is complete as promised and fits right and replace the door that has been installed at no cost to me. And, refund the cost of the installation of the original door.

It would also be great if you could refund the delivery cost since no one had told me that someone would have to help the delivery person take the door off the truck. He made my sister, 60 years old and handicapped, help him. Then he was going to let the door lay in the middle of my garage so I would not be able to get my car into it. I am 63 and handicapped.

What great service and products Menard's has! (Of course, you realize that the forgoing statement was sarcastic).

Karen
Hanover Park, Illinois
U.S.A.