Menard's, 17545 So. Halsted, Chicago, IL - poor service experience

Menard's, 17545 So. Halsted, Chicago, IL - poor service experience

The following complaint was filed with Menards on January 29, 2004: January 28, 2004 Menard’s Guest Service

4777 Menard Drive

Eau Claire, WI 54703 Homewood Store: Character and Behavior of an Employee Tracy O Dear Sir/Madam: My name is Fred Nance Jr. I made some prepaid purchases in your store located at 17545 So. Halsted, Store #3117. These prepaid purchases total about $1500.00. I plan to make additional purchases for home improvement. On January 28, 2004, at approximately 9:25 pm, I entered the Homewood store and inquired about the additional purchases I made on January 17, 2004, and to make arrangements for the Homewood store to deliver the prepaid purchases to my home after I made my final purchase of a surround tub wall on Friday, January 30, 2004, for the whirlpool tub I purchased from Menards. This particular prepaid purchase on January 17, 2004 involved a tub door and the fixtures for a whirlpool tub. The articles purchased were not available at the Homewood store. I was told on January 17, 2004 that this purchase would be transferred from the Matteson store because the Homewood store did not have the articles in stock. This purchase was supposed to be transferred on January 19, 2004 from the Matteson store to the Homewood store. Apparently, the transfer did not take place because I was told that the purchase was not in the Homewood store. A Homewood store representative informed me that the fixtures were in stock. I accepted the fixtures. I informed the Homewood store representative that I would take the fixtures with me. As I was checking out, another store representative told me that my invoice reports that the prepaid purchase were picked up from the Matteson store by the Homewood store. The store representative took my receipts, with the articles numbers and identifying information, and gave them to Ms. O Tracy . Ms. O took the receipts and went into her computer researching the transaction. I was standing at Ms. O ’s desk area with the article I had purchased and paid for asking Ms. O why did I have to wait here at the desk while she research issues concerning Menards internal operation. I stated that what she was doing does not affect me from leaving the store with my purchase. I asked her to explain to me why I was waiting for her to complete her research on what Menards did. She ignored me. She was on the phone, but I believe she was on hold because she was not talking or responding to any stimuli of a phone conversation. She was looking through some papers in a drawer, while holding the phone to her ear. I continued to ask her why did I have to stay in the store. She did not answer me. I asked again. Ms. O came over to where I was standing and took the package I had laying on the desk, under my hand, and put it behind the counter on her desk. I was appalled. Not only did she ignore me, appearing as if I did not deserve a response, she had the audacity to take an article from that was prepaid by me. I asked to speak the store manager. Ms. O ignored my request. I asked Matt, the manager who was originally assisting me, to let me speak to the store manager. Matt called the store manager. While I was waiting for the store manager, I continued to get louder requesting that Ms. O put my prepaid purchase back in front of me. I continued to tell her that she had no reason to remove it from in front of me. Ms. O finally put my prepaid purchase back on the desk, but in front of Matt, the manager that was originally assisting me with obtaining my purchases and scheduling my delivery. I asked Matt if I could have my article so I can go home. He said he did not have a problem with it because he knew it was not a problem of mine that was being researched. Ms. O told the Matt that he could let me leave if he wanted, but that all responsibility would be on him regarding my taking the purchase out of the store. I again was appalled that she would threaten this manager while she oppressed me. When the main store manager, Shed, came over to talk to me he asked Ms. O why she took my prepaid purchase. Ms. O told him that she needed to get some information off of it. I told her she was lying. I informed the store manager that she had my receipt with the information on it; she called the Matteson store with the information she retrieved from the receipts; and she had the prepaid purchase in her possession before I came over to the counter where she is working because the person who took to her gave her my receipts and the article. I told the store manager that she had no valid reason for taking my prepaid purchase from me. I told the store manager that she took the article because I was asking her why did I have to stay while she researched an issue that concerns Menards internal operation. I asked the store manager for Ms. O ’s full name so that I could write the corporate office with my complaint; for the corporate office address, phone number, and a vice-president of operations. The store manager gave me everything except a vice-president’s name. I am pleased that he gave me the information I have to at least address may concerns and this letter in an appropriate manner. Therefore, I am praying for some relief for the mental anguish suffered at the hands of your employee Ms. O . I should not have subjected to this type of character and behavior from a professional. I shop at Menards because I have encountered wonderful service, especially from Terrance Cobbs. He was very instrumental in assisting me with my entire purchase, making sure that my wife and I understood every step of this purchase. I applaud his assistance. I went to your store looking for Terrance because he told me that he would be working late this evening. I knew that he would provide exemplary service. If Terrance had been at work I would not have been embarrassed, harassed, and intimidated. Respectfully submitted,

Fred N cc: www.complaints.com p.s. On January 29, 2004 I spoke to Arlene, who reports she is a supervisor. I asked for corporate information, that is, who is the president and/or vice-president of Menards. She informed me that she could not give out that information. I told her I wanted to address my correspondence appropriately to the vice-president of operations. She told me that she could not give up that information.

I asked her did she have a website. She gave me the website of www.menards.com. I told her that I would see if I can find out who the president and vice-president is on their website. She told me that that kind of information is not on their website. My question: Why does Menards avoid or hide their corporate leaders from the public? I told Arlene I would fax this correspondence to her and send a hard through the mail today, January 29, 2004. I also pasted this document online on Menards website.

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