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July 2025 by Alexis Kondrich
My husband and I visited the Ontario, Ohio Menards location this morning between 8:10 AM and 8:30 AM to purchase some furniture for our home. What should have been a simple and straightforward experience turned into a frustrating and disappointing ordeal — one that I feel speaks volumes about the lack of customer service and accountability at this store.
We were specifically interested in purchasing the Ryker Power Recliner ($499.99) and the Ryker Power Loveseat ($899.99). We waited in the furniture section for over 10 minutes with not a single employee in sight. Eventually, we went to the front customer service desk, where a manager was present. Instead of assisting us or calling for help, he told us we needed to go to the hardware department to get a ticket written up — something that should have easily been handled right at the desk.
When we went to the hardware department, there was no one available there either. After standing and waiting yet again, my husband waved down an employee named Kevin. Kevin made no effort to be polite or professional. His demeanor was cold, and he clearly had no interest in helping us. He said he would go find someone — and then never returned.
We were left to wander and try to get help from other employees nearby, most of whom were busy chatting and breaking down boxes. Despite seeing us standing there and attempting to make eye contact, none of them acknowledged us. It was as if helping a customer was an inconvenience.
What’s most frustrating is that this store had just opened and was nearly empty — maybe a handful of customers were inside. There were plenty of staff members, but no one was willing to step up and provide even basic assistance. This store is new, and this is the kind of impression it’s leaving?
My husband even explained to the manager that we shop at Menards regularly and that his company spends tens of thousands of dollars at Menards each month, yet we were treated like an afterthought.
Menards advertises itself as being all about convenience and value, but this was anything but convenient. It felt like no one cared, no one was empowered to help, and management was part of the problem, not the solution.
If Menards wants to retain loyal customers, especially those who support their business daily, something needs to change. A manager could have easily created a ticket and helped us complete our purchase — instead, we were made to waste time and leave frustrated.
We hope someone from corporate reads this and reaches out, because if this is the standard at this location, we will gladly take our business elsewhere.
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July 2025 by Support Team TruRoof USA
As a local resident and a contractor who spends tens of thousands of dollars with Menards on a monthly basis across multiple locations, I was incredibly disappointed in the level of service I received this morning at your Ontario, Ohio store.
Between 8:10 AM and 8:30 AM, I visited the location to make a personal furniture purchase. I was specifically interested in the Ryker Power Recliner ($499.99) and the Ryker Power Loveseat ($899.99)—items clearly displayed on your showroom floor. After waiting over 10 minutes in the furniture department with no employees in sight, I walked up to the customer service desk where a manager was working. I politely asked if he could generate a pickup ticket for the items so I could pay at the register and return later for pickup. He instead refused to help, telling me I had to go to the hardware department middle aisle to have someone else do it—something I’ve done dozens of times at other Menards locations with no issue.
Once in the hardware department, again no one was available, and I stood there for over 10 minutes. I waved down a staff member named Kevin, who responded to me as if I were a burden rather than a valued customer. His cold tone and unprofessional demeanor set the tone for the rest of the experience. Kevin said he would get someone to help—and then simply never came back. I waited several more minutes while other staff in nearby aisles stood around chatting and breaking down boxes, ignoring my attempts to get their attention.
Let me be clear: this store had just opened for the day, and there were only a handful of customers in the entire building. It wasn’t busy at all. Yet multiple employees were present, and none of them were willing to assist a customer clearly trying to make a purchase. That is unacceptable and speaks directly to a failure in leadership and accountability.
I ultimately went back to the same manager and let him know that no one ever came to help. I gave him my business card, explained that we shop here nearly every day, and reiterated that my company is local and loyal to this location. Menards is supposed to stand for convenience and affordability, but today I was majorly inconvenienced. What should have been a simple transaction turned into a frustrating and time-wasting ordeal, all because a manager didn’t want to do something I’ve seen done countless times before—something he easily could have handled right then and there.
As a business owner, I would never allow my team to treat any customer this way, especially a regular who spends the kind of money we do with your company. If store management is unwilling to ensure basic service standards, I hope someone from corporate or regional leadership sees this and contacts me directly. I’d still like to purchase these items, but only if someone can take the initiative and call me back to complete the transaction—professionally and efficiently.
If this is not addressed, I have no issue escalating this issue further through additional reviews and feedback channels to hold the store accountable. I genuinely hope Menards corrects course, because this kind of experience damages customer trust.
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Bryce Suminguit
Owner, TruRoof USA
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July 2025 by Dixie Carpenter
Shout out to the gate guards and the forklift operator in the pick up yard, you've all been shining stars this past week. My job requested over 100 bags of mulch in the past 3 days, and I never once had to worry about getting help with loading, scanning through the gate or having to make 2 trips for one very large order. Thanks guys, you're one of the reasons why I always choose Menards first!
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July 2025 by Rayann Ocheltree
Price on 1 item didn't ring up sale price. Had to go bk and take picture of sign. Then wait till the right person came to correct it. I was not in a hurry, but if I had been it would have been aggravating. Employees were pleasant. Thank you.
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July 2025 by The Clapp
Good customer service. The rebate checks help out.
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July 2025 by Michael Phipps
Had the replacement cap for my edge trimmer. Now I can get back to work.
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June 2025 by Tara Schiefer
Always great items/sales + more 🔥🔥🔥
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June 2025 by Gregory Hartz
It ok but I like lows better
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June 2025 by j hof
I made an online pickup. My daughter went and got it. They have her the wrong one. When she questioned it they didn't fix the problem and lied to her. Now I have to go there tomorrow to deal with them
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June 2025 by Tai
Darla Salagiver was absolutely wonderful! She stopped and helped me as she was walking by and helped with the entire purchase through delivery setup. Awesome customer service here!
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June 2025 by Kenn Blevins
Prices are fine but if you have any questions where to find something good luck. Customer service sucks
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May 2025 by Steve Shaver
It's our go to place for all things hardware and then some.
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May 2025 by Emmy L.
Huge selection of hardware and decor at great prices! The only things that bother me are the separate entrance and exit doors (park in the middle,) and mobile pick-up is weird.
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May 2025 by Tammy Graham
David who works in order pick-up was on the ball today. By the time my husband checked in and got to the order pick-up, he had pur order ready and waiting. This was by far the faster and most polite employee we have ever came across in multiple stores. Thank you David!!
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May 2025 by Judy Gillespie
Menards, a great store with many wonderful quality products at a great price!
