First, I want to acknowledge what Menards does well. Its selection of building materials is…read moreoutstanding, and the Sandusky store has many genuinely friendly, knowledgeable, helpful employees. Unfortunately, my experiences with upper management have been a very different story.
Over the past several years, I have watched what was once a phenomenal store develop a troubling pattern of poor customer service from its leadership. My experience today is a perfect example.
I'm planning a custom woodworking project requiring a substantial amount of expensive red cedar. Yesterday, I spent considerable time examining the lumber in the yard, assessing quality and availability, and working out my budget. Several employees offered to help, and all were courteous. At the Pro Desk, another employee explained how I could order additional material beyond the limited, picked-over stock on hand. I thanked him, went home, and finalized my list.
Today, I returned ready to place an order exceeding $1,000. I was assisted by someone whose name tag identified him as a general manager. When I explained the ordering process described to me the day before, I was abruptly told that I was wrong and that it wasn't possible. What followed was some of the most condescending, dismissive, and unnecessarily unpleasant customer service I have encountered in retail.
I have no problem being corrected. Employees sometimes misunderstand policies, and ordering procedures can be complicated. A competent manager could have simply explained the situation and helped me find a solution. Instead, I was treated as though asking reasonable questions was an inconvenience. I left without confidence in the process and ended up ordering 50% more lumber than I actually expect to need, simply to ensure I have enough for the project due to his poor attitude.
Sadly, this wasn't an isolated encounter. I have experienced similarly poor attitudes from upper management here before. As a frequent customer, I've gotten to know a number of employees, and several have independently expressed frustration with changes in the store's management culture. Their comments align with what I've observed firsthand. I won't identify them, but it saddens me that people who do such a good job serving customers seem to receive so little leadership by example.
I don't claim to be a major commercial account, but I purchase supplies for numerous custom projects and spend considerably more here than an occasional shopper. That said, it shouldn't matter whether someone is spending $10 or $10,000. Every customer deserves basic respect. I've received far better service from fast-food managers in rough neighborhoods handling a $10 order than I received here while placing a four-figure lumber order.
I previously contacted Menards corporate about another management-related incident, only to receive a disappointing response. That leaves me hoping a public review might finally get someone's attention higher up within Menards corporate management team.
I've generally had excellent experiences at larger Menards locations in the Cleveland area, although I shop in Sandusky far more often. I genuinely wonder why this location has become so different. This store has terrific employees, an impressive selection, and enormous potential. It should not be held back by management attitudes that make loyal customers dread asking for help.
I hope someone at Menards corporate visits Sandusky, listens to employees and customers, and takes a serious look at management training, accountability, and the atmosphere leadership is creating. Good employees deserve good leaders, and customers deserve to be treated with courtesy, not contempt.
I want this store to succeed. I remember when shopping here was a pleasure, and I'd love to see that return.
Menards, please do better.
