• Report: #467564

Complaint Review: Menards

  • Submitted: Wed, July 08, 2009
  • Updated: Wed, July 29, 2009

  • Reported By:Watertown Wisconsin
Menards
440 Wright Road Johnson Creek, Wisconsin U.S.A.

Menards Poor Customer Service and Return Policy and Poor Product Quality Johnson Creek Wisconsin

*Consumer Comment: Other Solutions

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I was very irritated to find out that I couldn't return my gas powered lawn trimmer that I bought because I put gas in to see if it works. The store policy is to not return items that have had gas put in them. I used the trimmer once for about 3 minutes before it suddenly shut off and never worked again.

I was more irritated to find out that no person in your store could tell me why that was the policy or could even show me one bit of customer service. Perhaps not being able to return certain products should be something you tell your customers as a service. I would not have spent $170 on an item that I couldn't return.

The only answer from Menards as to what could be done, was to keep a broken product of poor quality and go to a authorized dealer to have it fixed under the warrenty. Not only providing me the inconvenience and extra cost of finding a dealer, getting the weed wacker to them, having it fixed, and picking it back up again, but Menards couldn't tell me of a dealer in the area.

I think the return policy should we changed to allow these returns on the simple basis that you should stand by the products you sell instead of inconveniencing me to have to go to a dealer to fix it.

If the product is that bad you shouldn't sell it, especially when you can carry a good brand for the same price. For instance the Stihl product I bought from ACE Hardware where they showed me how to use it, put gas in it, and tested it before I left the store.

The main thing that disappointed me was the lack of customer service from the store manager (Sean) who basically told me, too bad for you.

I also took the liberty of emailing the company through their website and the response I got was "Jeff, I'm very sorry we disappointed you so. Thank you Ray.

There ought to be a law against using tag lines that you don't stand behind or don't actually mean. Like the Menards tagline "Dedicated to service and quality." They are dedicated to ripping you off for cheap products only.

Jeff
Watertown, Wisconsin
U.S.A.

This report was posted on Ripoff Report on 07/08/2009 04:01 PM and is a permanent record located here: http://www.ripoffreport.com/r/Menards/Johnson-Creek-Wisconsin-53038/Menards-Poor-Customer-Service-and-Return-Policy-and-Poor-Product-Quality-Johnson-Creek-Wis-467564. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

Other Solutions

AUTHOR: Philo - (U.S.A.)

I have worked retail and I'll tell you that return policies are a joke. All consumers use and abuse these policies. I worked for a company that sold gas powered equipment and MTD which Menards carries is a good brand, is it the best? No, but for the price it is of good value. Too many people don't read the owners manual and run the equipment improperly. I actually had a lady try to return a lawn mower because it had seized up. I referred her to a repair shop they said no oil in crankcase and it was added after it locked up. Just because this is a larger company why should they bite the bullet due to improper use. Did you contact the manufacturer? I applaud ACE for testing it first. It's illegal to have gas in any equipment in the store hopefully they did it out back or front and didn't bring it into the store. That's why most companies don't do it. I recently bought a mower from Menards and it runs fine. I researched the returns policy before I bought it and understood that once I filled it with gas it was mine. I understand your frustration but, unfortunately consumers expect way too much out of stores and return items after the first use b/c they don't need it anymore. Snow blowers are a prime example they are only used a couple times a year and people will buy them and return them b/c they don't need them anymore. Wish you the best but, maybe you should have filed this under MTD for selling you a bad weed eater and not doing anything about it, I hope you did, provided you contacted them which I doubt as you didn't mention it in your report. They could have gone through any trouble you were having and recommended an authorized dealer/service center. Menards should've been able to as well. Not that they didn't do anything wrong cause they could've been more helpful in solving your problem, but I'm guessing you never contacted the manufacturer.
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