• Report: #1071711

Complaint Review: Menards

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  • Submitted: Wed, July 31, 2013
  • Updated: Wed, July 31, 2013

  • Reported By: NotaCriminal — Park Ridge Illinois
Menards
740 East Rand Road, Mt Propsect, IL Mt. Prospect, Illinois USA

Menards Accused me of Stealing because I paid cash and did not have a receipt Mt. Prospect Illinois

*Author of original report: Some good suggestions...

*Consumer Comment: Reasonable response, however...

*Consumer Comment: Your attitude is amazing...

*Author of original report: In response to Seeworthy...

*Consumer Comment: That's odd.

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 I purchased a waterfall at Menards for $200 and paid cash.  Later, we decided not to do this project; and I went to return the item to Menards.  Unfortunately, I did not have a receipt.  Since I paid cash and had no receipt, I was prepared to accept an in-store credit; and even possibly get a little less money back if the item had gone on sale recently.  Unbelievably, when I went to the Customer Service desk, a manager came and told me "the circumstances were suspicious".  He said that since I claim to have paid cash and had no receipt, he believed I had stolen the item.  He confiscated the item and suggested that I leave the store.

I contacted the corporate Guest Services Dept at Menards and filed a complaint.  They took my information and said I would get a call back the next day. I did not.   A week later, I called them and was told they could find no record of my purchase so I would not be getting a refund.  I was also told that the store would "hold my merchandise" until I could prove I purchased the item.  Now, I am out $200, I have no merchandise, I have been accused of stealing...all because I paid cash and did not keep my receipt.

It is very scary that they can take such liberties with no consequences or accountability.


This report was posted on Ripoff Report on 07/31/2013 09:24 AM and is a permanent record located here: http://www.ripoffreport.com/r/Menards/Mt-Prospect-Illinois-60056/Menards-Accused-me-of-Stealing-because-I-paid-cash-and-did-not-have-a-receipt-Mt-Prospec-1071711. 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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REBUTTALS & REPLIES:
2Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Some good suggestions...

AUTHOR: notacriminal - ()

 I did actually suggest calling the police while at the store.  On this suggestions, the Menards associate (the Manager had left) gave me a number to call at their corporate office.  On calling the number, the individual on the phone implied that he would help me resolve the matter.  However, after numerous interactions, this has also proved futile.

On further research, I see that there are other similar reports on other sites from people with this experience; so, I think calling the police will be my next course of action.  Though, at this point, I am doing it more for the principal than the money.  Overall, it was just a bad experience to be treated that way...and so unexpected.  You don't anticipate being called a thief when walking into such a large reputable store; but, now I know that it can happen. 

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#2 Consumer Comment

Reasonable response, however...

AUTHOR: Seeworthy - ()

In my opinion, the original complaint seemed to indicate a desire for reimbursement. If it was a recent purchase, it would be a bit odd that anyone would be so submissive to accepting a significant loss on the item by accepting a store credit especially at a lowered sale price (which would be a minimum of $22 due to the frequent 11% rebate offer). 

As you've explained, you apparently understand typical business policy which requires a proof of purchase. Assuming you did in fact purchase the item, it also seems that you are being too lax with Menard's confiscation of this item. Obviously, if a person flailed their airs while yelling obscenities, that would also fail to resolve anything. Another detail, not necessarily a red flag in itself, payment was in the form of cash rather than card. The vast majority of big box consumers do not walk around with a couple hundred bucks in their pocket looking to pick up a shopping cart item. Credit/debit offers the ability to regenerate a lost receipt at the store kiosk. 

As the previous response suggested, why didn't you call the police? Menards, according to your statement, at best only had speculative of circumstantial evidence. Even if you did steal the item (for the sake of argument, of course), potentially flawed or unsynchronized computer files can not incriminate a customer and would seem almost a mute point with Menard's decision. Even your apparent controlled demeanor is suspect by your low level of dispute while at Menard's. Worst case, you may have had a Menard's staff member make a poor decision to keep your package, and it seems almost bizarre that no one else would help while you were there, or certainly in the next day or two with another manager on duty.

Shifting gears a moment; I had an incident. Needed a tool in the midst of a job. I grabbed my checkbook in a haste and drove to Menard's. I found what I needed and was at the checkout. The cashier asked for my I.D. and I realized I had forgotten my wallet. The cashier called for a supervisor to approve my check without I.D. When the supervisor arrived and looked at my check, the strangest thing occurred. His eyes widened and with a voice loud enough to turn the heads of other customers he bellowed, "You're the one, YOU'RE THE ONE THAT'S BEEN FORGING BAD CHECKS HERE!!" Though I shouldn't have been, I was quite embarrassed. Rather than completing my project that day, I went home, grabbed my I.D., and went right back. The supervisor refused to see me. I called the next day and spoke with a manager. He sounded sincerely apologetic. I appreciated that, but it was over only after I received a call from the supervisor, with whom I had regretfully reduced myself by calling him a "dork", and he stumbled with his uncomfortable yet sincere apology.

The behavior of one person did not cause me to judge corporate Menard's. I still choose them over other bib box hardware's. I call my newly built home my "Menards house". You can shop at Home depot or Lowes from now on. I really couldn't care less. My point was, your incident of having your item confiscated without proof positive that it was stolen is really hard to swallow, unless it was done by a "dork". That being the case, it should have been returned to you after speaking with other management...unless there is more involved than has been mentioned here.

Menard's will also have a computer record tied in with the stock number of those fountain sales. The can easily verify when each one was sold and whether it was with card, check, or cash. Regardless of inventory, your purchase exists on the Menard's computer database. (If it doesn't, you simply never paid for it.) Once an apparent purchase time is determined, a video recording of the checkouts can be viewed to prove that you were there. Another personal example would be of a receipt I had just received with a $400 rebate for a furniture purchase...I had lost it! Menard's told me it was same as cash and without it the rebate was void. I was pretty bummed. After giving up hope, a couple of days later a Menard's supervisor called me to say that she had viewed the video of the night I was there. She said that saw me at the checkout, then proceeded over to the rebate counter. While looking for the proper rebate, I had set a small bag of other purchases along with my receipt on the counter. I simply forgot to pick it up when I left and she located the bag which was being held for a customer to claim it. So, perhaps this can also help you, unless you have also forgotten when you may have actually purchased the fountain.

This RipOffReport site was designed for one reason: profit for RipOffReport. It virtually makes zero difference when complaining here. It's no different than believing the Better Business Bureau is anything other than paying a fox to guard the hen house. If you're innocent, and your decisions are still very questionable, contact the police. Unless Menard's has bonafied proof that you stole it, then they simply stole it from you. It is very hard to imagine that Menard's, however, conducted themselves as described here on mere speculation.

 

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#3 Consumer Comment

Your attitude is amazing...

AUTHOR: Robert - ()

 Let me just summarize several points in one question.

Can you please tell me what clothes a thief wears, and while you are at it where in the shipping label, and the fact that the item is exclusive shows that YOU bought the item?  Go ahead..I'll wait....no really..please tell us...Oh you can't well surprise..surprise.

Then just how much "less" were you willing to accept?  What if they said..well we just had an additonal 60% off sale on this fountain last week and I can only give you back $80.  Would you accept that?  Would you then be so willing to accept their "return policy"?  Well let me tell you someone so willing to accept a fraction of the value they say they paid...would immediatly raise suspicion that something may not be quite right.

 I should at least have the opportunity to take the item back and go home to try and find my receipt...innocent until proven guilty (at a maximum).

- So what does it matter if they hold the fountain why you go find your receipt..or you take it home?   The answer again is of course NOTHING if you truly do have a receipt.

So here are a couple more questions. 

How come when they originally took the item you didn't call the police?  After all in your mind this is something you paid for, so in effect they were the ones stealing it.  Yet no call...ummm.

Also, could you provide them with an exact date and time(well close) to when you bought it?  How about the register you bought it on?  How about the name or description of the one who sold it to you?  Because they could most likely look it up and with that information at least verify if one was sold.  Now..it wouldn't verify you bought it but it would be a big step forward.  Then taking this to the next step..what if you did do this and they can't find the transaction?  Are you going to accuse the employee who rang you up of stealing your money and not actually ringing the sale?

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#4 Author of original report

In response to Seeworthy...

AUTHOR: notacriminal - ()

 I am pleasaantly surprised to see a response to my complaint.  Seeworthy has a lot of content and reasonable challenges to my "accusations" and I will try to reply to them in turn.

Specifically, I arrived at the Menards in a polo shirt and golf shorts...not sure what classifies as trailer court (or if it should matter) but I was reasonably dressed & presentable.  The person I was dealing with was a store manager; older than 16 but not in his demeanor.  Initially, what led him to declare the "circumstances were suspicious" was that they only had one of this item in stock and it was missing.  However, when I went to the shelf where I had purchased the item, there was one there; but damaged.  When I confronted the manager with this information, he stated that it was his property until I could prove that I purchased it.

To your next point: that "anyone should be able to carry in any merchandise...and demand credit" I would say:

1.  I understood that I may not get my full purchase price back if the item had been on sale at anytime (which I stated in my initial complaint)

2.  If I did not purchase the item at Menards; or there was any question as to whether I purchased the item from Menards, how could they have the right to confiscate the item.  If this was the issue, why wouldn't they just give me the item back.  They did not.  They took it and said it was their property.

3.  I was not "suggesting that they hand out cash" for my return.  As mentioned in my initial complaint, I understood that I may have to accept a store credit...even for an amount less than purchase.  If Menards had said I cannot return the item, I would not have filed any complaint.  However, they confiscated the item and asked me to leave the store.  Many stores have strict return policies for items without receipts; which is clear and reasonable.

As for the suggestion that it is "no ones falut but my own" I tend to agree that I should not expect to get anything for a return without my receipt.  But is it reasonable to expect that they should confiscate my merchandise and clearly insinuate that I stole it?  I would argue that (at a minimum) I should at least have the opportunity to take the item back and go home to try and find my receipt...innocent until proven guilty (at a maximum).

The rational given for their suspicion was initially that they had one missing from inventory; but when that was cleared up, I was told that it was "his property".  His parting comment was that I had no receipt and, therefore, no proof that I had purchased the item.  However, the item is exclusive to Menards.  This item had a shipping label to that specific store.  And, their inventory was correct with one item shown and one on the shelf.  So, I would surmise that it did come from that store, and that store's inventory is accurate...implying that none are "missing".

 

To clarify, my issue is not with the return policy.  I take issue with the fact that they confiscated the merchandise, called me a thief, and asked me to leave the store...all with no facts or proof to their actions and accusations.

 

Thanks

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#5 Consumer Comment

That's odd.

AUTHOR: Seeworthy - ()

As specifically and accurately as possible, what was the reasoning that the staff at that Menard's stated, "the circumstances were suspicious"? Was the person that said that to you smelly and looked like he lives in a trailer court? Was it a 16 year old counter gal with a liberal attitude that said that to you, while clicking her gum?

It's a bummer that Menard's exercised "such liberties with no consequences or accountability". It's even more a shame that their rational wasn't explained here. What's even yet more puzzling is the mentaility that anyone should be able to carry any merchandise into a business and demand credit without proof of purchase. Any person doing so is expecting the right to abuse their own personal "liberties with no consequences or accountability". 

So you're sin free and never hurt a fly. How does any business know you from a person that was involved with theft of a product and then attempted to return it for cash or credit? Happens all the time? How does Menard's know you didn't get it from a clearance rack in another business, or a garage sale for that matter, as an investment to con Menard's? Happens all the time. So how can Menard's differentiate between a fine upstanding citizen, such as yourself, and those other scumbags that do those things? Or are you suggesting that all businesses mandatorily hand out cash every time a person gives them your same story. That's what you'd do it you owned a hardware store? If that was your policy, you would own anything for long. Unless, of course, you wanted to give a shot at running a place called The Sucker Shop.

 Believe it or not, I don't work at Menard's and my daddy doesn't own the place. I have to go through the hassles of copying and stamping the paperwork for my crummy 11% rebates just like everyone else. And I do have the self respect to realize that if I lose my own paperwork that any subsequent terminated reimbursement is no one's fault but my own, frustrating as it may be.

 So....what rational did they give you for their suspicion? Must have been pretty specific to actually confiscate your item! Please leave a detailed explanation because as of now the majority of reader's are wondering if a scumbag may be exploiting this site by attempting to manipulate gullible reader's into pointless opinion (unless you likewise maintain that any complaint written here automatically justifies itself). You can easily gain credibility, however, by providing verifiable details and clarifying what presently appear to be simple irrational expectations.

Or do not respond at all, and confirm Menard's suspicions to us.

 

 

 

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