MENARDS STORIES OF GREAT CUSTOMER SERVICE FOR OTHES TO TAKE NOTE! edited

mike g. posted:

..I didn’t think they would store product for next year if they could sell it now!

That's the point...they CAN'T sell it now.

All the shelf and floor space in the stores has to earn its keep. Trains don't sell in the spring and summer, but home improvement items, gas grills and other outdoor stuff sells like hotcakes. The big box stores have much more profitable things to sell between April and October than trains. 

Hi Rich, I agree on how things need to earn there spot on the floor. They have a second floor where they put most of there out of season items. There were Christmas lights and decorations.

My thought is if they were not going to sell them at the store, then they should not advertise on the website stating they have them in stock in the store,

Sorry this happened to you. Menard's stores are not known for collecting moss or dust. Move it out, this ain't no museum! But there is a flip side - clearances. Two or three post-Christmases ago I saw Lionel Fastrack 4-packs half off MSRP in the morning. I texted my brother to confirm it was a good price, but when I went there that evening, ALL GONE.

Another time I found a set of GearWrench large metric racheting wrenches, but with another company's name on it, at an unbelievable price. Asked a co-worker if he wanted a set for his work area, you can guess what happened....

The Menards on Oakton in Morton Grove, IL  is on the way to work, the former location of a USRobotics modem factory. It also carries Sprecher's soda, made up in Cheeselandia, some delicious stuff.

Like when I was a kid department stores like Sears would sell off all the trains and toys half price after Christmas and by Mid January the place would be all set up with lawn furniture etc. You could buy Lionel, Flyer or Marx display layouts for a few dollars.

Mike , come to Iowa, your only 8 hours away and I will fill your car with Menards stuff. LOL..

MIKE G, sorry for the empty trip. Hope you did not just do that trip for Menards. That is a heck of a distance. I can understand seasonal stuff. I also suppose every store stores items differently and how they may stock them the year round if it warrants it. Maybe some of them place the items on a pallet and wrap it for next season because they don't want someone going through the stuff and it possible getting damaged. Even the Menards I travel to I do not figure I will find the items so I order on line and then go to the store. I understand that you can't because there are no Menards around you. Shipping would be your only option. Rich is right stores are there to make money. Slow moving items are removed. I see CABINET BOB offered an olive branch. If you are close to him take him up on that you may get some proto types.................Paul

Mike: Remember the picture I sent you of the extra stuff ??       TEASE...TEASE..TEASE...

Mike G, since there are at least six Menards stores in ND, you should probably identify the store you visited.

Who would drive 1700 miles just to look at 37 items?????????

Mark Mcclung posted:

Who would drive 1700 miles just to look at 37 items?????????

I flew 2000 miles just to see Mike !!!      LOL.

Proves the wisdom of the old adage  "Phone first". 

By the way, I received an e-mail last Thursday about new availability of the military heloes on flat cars, but haven't seen the announcement here. What happened to Mark, or did I just miss it?

Why would anyone drive 1700 miles to see Mernards' train stuff when you can see them all online.  And it out of those 37 items that were listed as in stock some weren't available online you could just call the store to order them and have them shipped.  I hope the Mernards stop was just a side stop on some other trip you were already taking!

jay jay posted:

Proves the wisdom of the old adage  "Phone first". 

By the way, I received an e-mail last Thursday about new availability of the military heloes on flat cars, but haven't seen the announcement here. What happened to Mark, or did I just miss it?

It was sent out via e-mail and also posted on line.. Bob

Yes, but usually its always posted here, too. (I have my own conspiracy theory about this, but won't say anything, for fear of disrupting the space/time continuum.) 

jay jay posted:

Yes, but usually its always posted here, too. (I have my own conspiracy theory about this, but won't say anything, for fear of disrupting the space/time continuum.) 

Not an official announcement, but I did post they were back in stock when I ordered my several weeks ago:

https://ogrforum.com/t...-car-with-helicopter

Bossman284 posted:

jay jay posted:

Yes, but usually its always posted here, too. (I have my own conspiracy theory about this, but won't say anything, for fear of disrupting the space/time continuum.) 

Not an official announcement, but I did post they were back in stock when I ordered my several weeks ago:

https://ogrforum.com/t...-car-with-helicopter

 

Marks posts seem like they're usually about NEW products...although there is the "low stock" thread - since this is a restock - it probably would be announced there.

It seems as though the manager at this particular store decided the stock should be removed from the sales floor to make room in the seasonal area for other items. If this North Dakota store is one of the older, smaller format designs, I can understand that.

But the manager should have taken into consideration that Menards' website lists the merchandise as being available. Procedurally, the store's actions were not consistent with what other stores have done -- that is, either leave the stock in a small section of the seasonal area or move it to a small area of the partial second-floor lighting area. Given Menards' customer service policy, the inventory should still have been made available for sale as long as there is a chance someone would travel some distance just to obtain that merchandise.

Mark can obviously address the other options, but I wonder if the manager should have worked with either its distribution center to ship merchandise back (and update the availability on the website) or follow some other procedure.

Bossman284 posted:

Why would anyone drive 1700 miles to see Mernards' train stuff when you can see them all online.  And it out of those 37 items that were listed as in stock some weren't available online you could just call the store to order them and have them shipped.  I hope the Mernards stop was just a side stop on some other trip you were already taking!

Hi Bossman, yes it was side stop for the reason of the 1700 mile trip. But we did have to drive an extra hour to get to Menards.

Jim R. posted:

It seems as though the manager at this particular store decided the stock should be removed from the sales floor to make room in the seasonal area for other items. If this North Dakota store is one of the older, smaller format designs, I can understand that.

But the manager should have taken into consideration that Menards' website lists the merchandise as being available. Procedurally, the store's actions were not consistent with what other stores have done -- that is, either leave the stock in a small section of the seasonal area or move it to a small area of the partial second-floor lighting area. Given Menards' customer service policy, the inventory should still have been made available for sale as long as there is a chance someone would travel some distance just to obtain that merchandise.

Mark can obviously address the other options, but I wonder if the manager should have worked with either its distribution center to ship merchandise back (and update the availability on the website) or follow some other procedure.

Morning Jim, It would have been nice cause from there website it shows a couple of buildings I would have bought, Plus a couple of tanks.

Pingman posted:

Mike G, since there are at least six Menards stores in ND, you should probably identify the store you visited.

 

Hi Carl, I know there are more, but they are further then an hour or more. I just went to the one I did cause it was the nearest. Guess I will have to stick to on line.

If you look through old posts, Mark is very honest about stores only carrying train items during the holidays. There are a few exemptions to that but, I would not have driven that far without make a good old fashioned phone call. I believe they show items as in stock in the store so you can order them.

Jim R. posted:

It seems as though the manager at this particular store decided the stock should be removed from the sales floor to make room in the seasonal area for other items. If this North Dakota store is one of the older, smaller format designs, I can understand that.

But the manager should have taken into consideration that Menards' website lists the merchandise as being available. Procedurally, the store's actions were not consistent with what other stores have done -- that is, either leave the stock in a small section of the seasonal area or move it to a small area of the partial second-floor lighting area. Given Menards' customer service policy, the inventory should still have been made available for sale as long as there is a chance someone would travel some distance just to obtain that merchandise.

Mark can obviously address the other options, but I wonder if the manager should have worked with either its distribution center to ship merchandise back (and update the availability on the website) or follow some other procedure.

Having worked part time retail it is most often not the store manager's decision as to where seasonal stock is displayed or stored.  Corporate would send each store a schematic (Sears called theirs "Plan-o-grams") showing exactly where they want specific products to be placed and if this plan was not adhered to then the district manager paid a visit to the store and saw that it was done.  This happened numerous times during the year.  As other posters have stated these big retail outlets are geared to make maximum profits and not many of them have the extra space for items such as overstock, discontinued or seasonal merchandise.  When I worked for Sears Hardware the main aisle was always being reset for seasonal merchandise be it Christmas, summer patio furniture or snow shovels, salt and snow throwers so that customer saw them immediately upon entering the store. 

Stopped by my Long Grove, IL store as I always do on the weekend. All the remaining trains are upstairs with the rest of the unsold toys in the storage room over the furniture. They have a bunch of flatcars with loads, a few HO buildings and a couple O buildings.

I do not think the leftovers are  worth the trip and I would not recommend anyone make a special trip to Menards to look at the trains this time of year. Even if you find the stock room there is not enough inventory left to justify the trip in my opinion. The internet is your best bet.

Morning Corey, if you go t Menards website and go to train stuff, hover my store and it states to view in stock items. It just burns me that they would leave some stuff out and pack up the rest. I have probably read many more post about Menards, there stores, customer service which is probably the best around! Many post here have had sales people  go beyond to help people, here it was just nope packed up come back in October.

ALLEGHENY48, This is one of the new stores that has a second floor for out of season products, it has heaters, Christmas lights, fireplaces. You name it, if its out of season its probably up there!  As I told Rich I understand the need for floor space as my wife and I have a small mom and pop gas station/store. When not on vacation Im stocking product, facing product, ordering product.

Goshawk posted:

If you look through old posts, Mark is very honest about stores only carrying train items during the holidays. There are a few exemptions to that but, I would not have driven that far without make a good old fashioned phone call. I believe they show items as in stock in the store so you can order them.

What would be the difference if someone stopped in the store or ordered online from the store? Either way, the items shrink wrapped onto a pallet would have to be unwrapped. No, Menards website is set up to show inventory is available for shoppers to buy, not to be turned away with the message "We don't want to unpack that." Another procedure should have been followed.

I think a lot of you have missed a key element in Mike's legit gripe:

mike g. posted:

the website said they had 37 items and some of them were buildings.

If they aren't going to have them in stock, then the website shouldn't list them as being available.

Mike, I think, has every reason to be ticked off. I don't think I'd have thought of calling either and would have gone with the website info he'd had, had I been in his place.

Allegheny48 posted:

Jim R. posted:

It seems as though the manager at this particular store decided the stock should be removed from the sales floor to make room in the seasonal area for other items. If this North Dakota store is one of the older, smaller format designs, I can understand that.

But the manager should have taken into consideration that Menards' website lists the merchandise as being available. Procedurally, the store's actions were not consistent with what other stores have done -- that is, either leave the stock in a small section of the seasonal area or move it to a small area of the partial second-floor lighting area. Given Menards' customer service policy, the inventory should still have been made available for sale as long as there is a chance someone would travel some distance just to obtain that merchandise.

Mark can obviously address the other options, but I wonder if the manager should have worked with either its distribution center to ship merchandise back (and update the availability on the website) or follow some other procedure.

Having worked part time retail it is most often not the store manager's decision as to where seasonal stock is displayed or stored.  Corporate would send each store a schematic showing exactly where they want specific products to be placed and if this plan was not adhered to then the district manager paid a visit to the store and saw that it was done.  This happened numerous times during the year.  As other posters have stated these big retail outlets are geared to make maximum profits and not many of them have the extra space for items such as overstock, discontinued or seasonal merchandise.  When I worked for Sears Hardware the main aisle was always being reset for seasonal merchandise be it Christmas, summer patio furniture or snow shovels, salt and snow throwers so that customer saw them immediately upon entering the store. 

You may be right, but not from my experiences with Menards, which date back 40-plus years. Menards' current store in Waukesha is two full floors with a magnetic escalator for shopping carts. It's very different than the smaller stores in Pewaukee and West Allis. There is no universal schematic. Probably just guidelines.

I think the manager in North Dakota ran out of space and had to make a decision. It wasn't the right one from a customer service aspect, but sometimes you have to make do. 

Again, Mark can address this better.

I live in Ohio and I drove to the  Sandusky Menard's to see what all the HYPE was about.

UN real there were two or Three small items on a shelf 3 ft long.We walked out-no loss.Nick

I understand your frustration. Most places, including Menards, give you a time to pick up an item when it is purchased on line for in store pick up. If you knew you were going to purchase the item and were an hour away, why did you not purchase it on line? This would have given them time to pull the item and have it ready upon your arrival. Even with good customer service, I am not surprised they did not want to pull the item immediately for you from an item that is not on display and is probably tucked away in a corner somewhere.

Jim R. posted:

Goshawk posted:

If you look through old posts, Mark is very honest about stores only carrying train items during the holidays. There are a few exemptions to that but, I would not have driven that far without make a good old fashioned phone call. I believe they show items as in stock in the store so you can order them.

What would be the difference if someone stopped in the store or ordered online from the store? Either, the items shrink wrapped onto a pallet would have to be unwrapped. No, Menards website is set up to show inventory is available for shoppers to buy, not to be turned away with the message "We don't want to unpack that." Another procedure should have been followed.

The difference is, when you order online -  you have the option to have your order shipped to the Menard's store nearest you - or your home.

Shipping to the store nearest you is Free.

Its a bit nuanced - but if you look at the website train stuff section - there are only 2 options when ordering - "ship to store" - or - "ship to home."

If you look at some other non-train items - you'll see "pick up at store" - meaning most stores should have it.

If you check in-store availability of a train item - it likely shows as "Special Order" - which I think is the same as "ship to store"

My understanding is trains are only part of their in store merchandising during the Christmas season -

Hi All, I think a lot of you have missed the point. My thing is that the website says they have 37 items in stock for sale. If you go to the store there should be 37 items for me to look at, pick up, touch! Not wrapped up on a pallet for storage. As stated before if you hover over the store it states in stock items!

I did not drive 1700 just for Menards, but I did drive the extra hour to get to Menards!

I did not miss that point, in stock does not always mean on display. This is very common in stores that do both brick and mortar sales and website orders from the same store. Again, I completely understand your frustration. I have been in your shoes. I travel quite a bit for work and have driven to several hobby stores during their posted hours from their website only to discover a closed store. I always call ahead if it is more than a 15 or 20 minute drive! 

This blurb is from their website for pick up in store procedures.

"After you order, you will receive 2 emails. The first is a confirmation email and the second notifies you that your order is ready for you to pick up. Please wait for your email confirming the order is ready for pick up before coming to the store. Print the second email and bring it with you to the store to pick up your order along with your state-issued ID."

I was looking at the cabinet company building and it was sold out online.  Online, it said there was 1 in the store.  I stopped by before work, was directed upstairs, but no building.   For the grins, I ordered it from store to be picked up.  Cost me like $1.50 and THEY had to go find it.  I think my order was processed within 2 hours.  

I would think since it's listed on their site, you should be able to order online and pick up later   

Mike G,

We thank you for making the trip to see us and I sincerely apologize for your disappointment, especially since we showed inventory in our system.

If you would be so kind as to let me know what store you visited, I can do a little digging and hopefully get to the bottom of this.

-Mark the Menards Train Guy

mike g. posted:

Pingman posted:

Mike G, since there are at least six Menards stores in ND, you should probably identify the store you visited.

 

Hi Carl, I know there are more, but they are further then an hour or more.I just went to the one I did cause it was the nearest. Guess I will have to stick to on line.

Menards posted:

Mike G,

We thank you for making the trip to see us and I sincerely apologize for your disappointment, especially since we showed inventory in our system.

If you would be so kind as to let me know what store you visited, I can do a little digging and hopefully get to the bottom of this.

-Mark the Menards Train Guy

BINGO!!!

Menards posted:

Mike G,

We thank you for making the trip to see us and I sincerely apologize for your disappointment, especially since we showed inventory in our system.

If you would be so kind as to let me know what store you visited, I can do a little digging and hopefully get to the bottom of this.

-Mark the Menards Train Guy

Yes. I have been very pleased with the Menard's employees at the Champaign, IL store. They routinely go out of their way to unwrap pallets to find something that came in for me that morning, etc.

A little time spent going the extra mile in Mike's case would have paid dividends.

Menards posted:

Mike G,

We thank you for making the trip to see us and I sincerely apologize for your disappointment, especially since we showed inventory in our system.

If you would be so kind as to let me know what store you visited, I can do a little digging and hopefully get to the bottom of this.

-Mark the Menards Train Guy

Hi Mark, it was the Dickinson  North Dakota  store.

mike g. posted:

Morning Corey, if you go t Menards website and go to train stuff, hover my store and it states to view in stock items. It just burns me that they would leave some stuff out and pack up the rest. I have probably read many more post about Menards, there stores, customer service which is probably the best around! Many post here have had sales people  go beyond to help people, here it was just nope packed up come back in October.

ALLEGHENY48, This is one of the new stores that has a second floor for out of season products, it has heaters, Christmas lights, fireplaces. You name it, if its out of season its probably up there!  As I told Rich I understand the need for floor space as my wife and I have a small mom and pop gas station/store. When not on vacation Im stocking product, facing product, ordering product.

Mike g.  That is a well planned store in my opinion.  The Sears Hardware I worked for did, from time to time, have a very small section where they placed merchandise that was no longer available for one reason or another.  These items were on a scheduled price mark down.   Our store was so small, as was also the stock room, that we had no extra space for out of season items or anything else that was not current.  In my opinion Menards is one of the better retail establishments.