Have you ever?

Have you ever had to deal with an extremely rude/irritable guest then they run to google to leave a “negative review”? To sum it up, a elderly couple was told by another store we had a tile that we didnt have, so I’m assuming the husband, was getting belligerent and cussing at my part timer, so I stepped in and told my part timer to go do something away from our desk. The guest was swearing up a storm and wanted Menards to reimburse him for gas for the “time wasted”.

Now idk how often stores call to confirm that another store has the amount of a specific sku that’s close to them before sending a guest to that store, but that’s what ours do. So when i apologized for the inconvenience but that Menards will not reimburse you for gas, he just kinda stared at me for a moment and then asked for a manager, kinda raising his voice to try and make a scene. I told him I was the manager on shift but I can get my general manager. Long story short, gave my current gm the run down of how a different store sent him here, didn’t call to confirm we had what he was looking for, we hadn’t had that product inventoried for a hot minute and had no overstock and the spot where it’s usual kept is empty. So a minute, the GM told the guest exact same thing as I did. Still insistent we compensate him for gas and “time wasted”. All he got was us calling another store to confirm they actually had the product and had them put it on hold. “ILL NEVER SHOP AT MENARDS AGAIN.” was what he said before leaving the store and writing this sham of a review.

Have you ever had to deal with an extremely rude/irritable guest then they run to google to leave a “negative review”? To sum it up, a elderly couple was told by another store we had a tile that we didnt have, so I’m assuming the husband, was getting belligerent and cussing at my part timer, so I stepped in and told my part timer to go do something away from our desk. The guest was swearing up a storm and wanted Menards to reimburse him for gas for the “time wasted”.

Now idk how often stores call to confirm that another store has the amount of a specific sku that’s close to them before sending a guest to that store, but that’s what ours do. So when i apologized for the inconvenience but that Menards will not reimburse you for gas, he just kinda stared at me for a moment and then asked for a manager, kinda raising his voice to try and make a scene. I told him I was the manager on shift but I can get my general manager. Long story short, gave my current gm the run down of how a different store sent him here, didn’t call to confirm we had what he was looking for, we hadn’t had that product inventoried for a hot minute and had no overstock and the spot where it’s usual kept is empty. So a minute, the GM told the guest exact same thing as I did. Still insistent we compensate him for gas and “time wasted”. All he got was us calling another store to confirm they actually had the product and had them put it on hold. “ILL NEVER SHOP AT MENARDS AGAIN.” was what he said before leaving the store and writing this sham of a review.