Menards Sold a Weed Whip that would start or stay put together, and then refused to allow a refund! Hudson Wisconsin
We bought a Yard Machines Weed Whip at Menards about two weeks ago. About a week after we bought my husband (who admittedly, does not know a ton about such items) began to put it together--with the assistance of my uncle (who is very informed and capable when it comes to this kind of thing). So, they got it all put together, but the head with the whip kept falling off and they couldn't get it to start. Now, if it had been just my husband, I probably would have thought it was user error, but when my uncle also couldn't get it to function, I realized it had to be the machine. So we packed it back up and put it back in our car to return today, about a week later. But Menards refuses to take the item back or return our money. The receipt says that the product can be returned, but Menards refuses, saying it is against their policy--which by the way, is not posted anywhere. Instead, they insist that we go through their service center, claiming that it is not Menards's fault the product is defective. The store manager actually used these words: "We are just the retailer!" I could see this being a little more persuasive if the product had ever worked, but it literally never worked. And, the store manager then continued, "Imagine how another customer would feel, if we let you return this item and then sold it to them." I could not believe that he admitted that he would sell a product that he knew did not work. That alone shows that the company is out to screw the consumer! Its at the service center now (which is a local retailer) and at least they seem to know what they are doing. And hopefully, we'll have a machine that might work in a month.
For those commenters who think it won't be ripoff if we actually get a machine that works in the end--I disagree. The bottom line is that I paid for a product that absolutely did not work from the very beginning. In hte meantime, we need a weed whip for our lawn, so we'll have to buy a second one--guarantee I won't be going to Menards for that one... I'm thinking the local retailer, who seems to actually care about the product he is selling and the consumers buying it, will be a better bet.
Frustratedconsumer81
River Falls, Wisconsin
U.S.A.
2 Updates & Rebuttals
Frustratedconsumer81
River Falls,Wisconsin,
U.S.A.
Not a misunderstanding
#3Author of original report
Wed, February 17, 2010
To the "ex-employee" who thinks this was just a "misunderstanding," you are incorrect. There were NO signs when the whip was purchased. Menards may have a "policy" of having such signs, but they did not implement such a policy into practice. In fact, there were no signs anywhere in the store indicating such a policy--we asked to see any written explanation of a non-return policy and Menards in Hudson, WI (where we purchased the machine) was unable to show or provide us with one. The manager's comment, in stating imagine how a second consumer would feel if Menards tried to sell the broken, returned machine, implied that he would try to resell it but would not be able to. I am not trying to make an issue of it, and yes, Menards is out to screw the consumer. As an update, we took the machine to a local shop, and when we explained the situation to him, the mechanic laughed and said that is what you get if you purchase something from Menards. He indicated he sees problems like this from Menards' products all the time. The mechanic was able to get the machine working, temporarily, after keeping it for about 3 weeks. We were able to use it once, before the machine failed again. Retailers, even if they are "just a retailer," should stand behind their products. They should not sell garbage. It is dishonest. But, hey, what do I know--after all, I am just the "customer."
muhuskerfan32
Columbia,Missouri,
United States of America
Misunderstanding
#3UPDATE EX-employee responds
Wed, February 17, 2010
I'm assuming this is a gas-powered trimmer. If this is the case, they cannot take the product back after gas and oil has been put in the machine. There are signs all around were you picked it up stating their policy. They do offer free service at a local shop for a limited amount of time if it doesn't operate correctly, which is what you're currently doing, so I don't know why you're complaining.
Also, the manager didn't admit he would sell a defective product. He's not out to "screw the customer." You're just trying to make your "issue" seem bigger than he is by twisting his words. He meant, who would want any product after it's been taken home by someone else who either was unable to figure out how to put it together or it had a problem at any point. Nobody wants to take home something someone else has already touched.
It is "just a retail store". Meaning their business is not in selling used equipment, operational or not.