Menards has just lost a customer

My wife called to say that our ejector pump had failed and sewage was backing up in to the basement so I rushed home from work.  After pulling the feces covered pump out of the sump, I determined that the pump was dead.  After a quick trip to Menards, I had a new pump in hand and after a short while I will have stopped the flow of sewage in to my basement.....or so I thought.

Upon opening the box, I noticed the following:

1. The pump model did not match the model that I had purchased
2. The pump color was black, and not red.
3. There was no paperwork in the box
4. The float did not match the float in the box picture
5. The pump had surface rust in a few areas
6. The pump was not affixed to the wooden bottom support plate

I, unfortunately, did not have an hour to waste to return this pump.  The spring thaw was dumping a lot of water in to the sump and the water+sewage was backing up in to the basement.  As long as the pump worked, I had to use it and I will deal with Menards later.

The pump worked but since I had no paperwork and the model is wrong, I won't have much of a chance for warranty work should the unit fail in the future.  So I contacted Menards' customer service.

My first message

On 3/10/11, I rushed to your store to get a replacement 1/2HP Coleman
Ejector Pump as ours had failed and sewage was backing up in to our
basement.  I spent $199 on the new pump.  When I arrived home and opened the
box, not only was the wrong model in the box, but it was previously used.
The unit had been refurbished and the float had obviously been replaced.
The unit wasn't properly packed in the box and there was no documentation.

Unfortunately, due to the active flow of sewage in to my basement, I had to
use what I had purchased and hope for the best.  I couldn't afford to spend
another hour attempting to return the unit and risk more damage to my
basement.

When I purchase an item from the shelves at the retail price, I fully expect
to get a NEW product.  This is the second large purchase in a row that I
have had  problems with.

Please let me know how Menards is going to reconcile this.  If you want
proof, you are more than welcome to send over someone to swap out refurb
pump with a new model.

Their Reply

I'm very sorry, but we sell only new products. If you wish to return the
pump, please do so.

Thanks, Ray

Insulting! So I sent back

Then please explain how the wrong model was in the wrong box, didn't have any paperwork, was not even attached to the wooden support board on the bottom, had an obvious replacement float on it?  This is not my problem.  If it didn't come from the warehouse like this then someone took back a return without verifying the contents which is still not my problem.  And now, you want me to pull out this pump from the bottom of a sewage pit and attempt to return a used sewage covered pump in the wrong box without any paperwork and with a different float than all of the other models?!?  I think customer service might have an issue with that.  If they don't then that explains why we are in this predicament in the first place.

If you cannot assist me in the matter other than telling me that you only sell new products, then please forward it on to your supervisor.

To which they replied

I'm sorry. What exactly is it you want at this point? Please advise.

Thanks, Ray

Ok great!  Now they are going to work with me on resolving this.  And I responded

At the point I would accept either 1 of 3 solutions:

1. Menards can send someone to replace the pump with the brand/model that I purchased (Coleman 1/2HP $199)

2. Menards issues me a store credit for half of the price of the pump.  Since I have no paperwork and since it has been repaired, I doubt I will be able to make a warranty claim should it fail during the warranty period.

3. Menards can issue me a free full replacement extended warranty that matches the length of the manufacturers warranty.  I don't know if Menards does anything like this though.

I don't think i am asking for anything out of the ordinary.  I'm just looking to ensure that I am protected should this pump fail.  If you need anything else (copy of the receipt), please let me know.

Thanks,

I thought those options were fair given the situation.  I am not looking for a freebie.  I am just looking to get what I paid for.  To which they replied:

I'm very sorry, but the pump does not carry a labor warranty. Furthermore,
there is nothing wrong with the pump and you have been and are successfully
using it. If you wish to exchange if for another, fine, but that's it.

Thank you, Ray

Insane!  I am so done with Menards and I sent off 1 last message:

I never asked for a labor warranty.  I simply wanted Menards to take responsibility for their own screw up and ,to protect myself should the used/repaired pump fail.  I do not understand why you think customer service is going to take back a used pump without any paperwork and the model doesn't match the product on the box/receipt.  The rep is just going to think I am trying to return the old broken pump!

I'm done with this.  I spend a lot of money at Menards.  I buy all of my tools, paint, supplies, fertilizer, salt, and other yearly consumeables there.  But that ends today.  Your inflexibility in dealing with my issue when Menards is clearly in the wrong is absolutely unacceptible. 

I had scheduled the house/garage to get painted and reroofed this summer too.  Lucky for me, there are few choices for home improvement stores just a mile or two farther away.  It is not going to take long before Menards loses more than it would have cost to fix this pump problem.

We have to stop letting corporate america walk all over us.  Goodbye Menards!