ComplaintsforThe Sherwin-Williams Company

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I needed paint for a 1600 square foot house and spoke with the manager. He said one of those covers 300 square feet, he did not state that 1 gallon covers 300 square feet. With what he told me, I purchased thirteen 5-gallon buckets, thinking that i would need at least 10 buckets. He should have known and told me that it was entirely too much for 1600 square feet. I feel he took advantage of the situation because he wanted to sell the paint. I even told him that the walls had been primed and we were only painting 2 coats. I would never go to Sherwin Williams because at least ****'s and **** ***** give correct information and don't have to take advantage of people to sell their product.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased primer and paint though Sherwin. After priming **t dry and remove moisture from surfaces before painting. When painting with darker tinted paint noticed that it was extremely thick. Once finished with 2 layers the paint chips and difficult to c**an. When c**aning the paint continues to rub off the walls after 30 days of last coat. After a week there were notice ab** cracking in the paint. The quality of the cans was not up to the description. After notify the Sherwin store with photos, they agreed to give advice. Once following Sherwin 's suggestions the paint continued to crack and become streaky when finished. I have stopped over to Sherwin every week to tell and show the store/ assistant manager the issues with the product. After the 4th week visiting the store one of the managers agreed to have a home consult. I arranged an appointment and no one showed up or cal**d during the time. With no information on when they will be availab** to come visit. The following day I came back to the store to confront the situation. They finally came for the consult but I was met with push back. I was told the paint was not staying due to poor drywall work. There has been diffent product on the walls and never had any prob**ms until using Sherwin. They ended up comping 2 paint cans with the same issue. As a customer, I was not valued and was met with I don't know what I'm talking about. My time, energy, and money was not considered. Sherwin **ft me frustrated and exhausted with no options.

  Business response

  10/17/2023

  Complainant states they were disappointed by a product’s performance.
  Superior customer service is important to Sherwin-Williams. A refund was issued to
  Complainant.
  Regards,
  Carl *. C*****

  Customer response

  10/22/2023

  [A default **tter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** **
  
  
  

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ******* ****** and I use the Boerne, Tx Sherwin-Williams location. For over a year, I have been battling with two “expert reps” to correct the initial store suggestion for paint on my deck. The deck has been sanded and painted three times, and all three times the paint began peeling within the first week. I have been told that my contractors improperly applied the paint calling it “product failure”. I have surveillance cameras with audio/video that contradicted that. I have all the documentation, which is extensive from both “experts“. My deck is currently not washable, unprotected, and looks like it hasn’t been maintained in years. The contractor that did the second and third go round and saw the disastrous results, suggested that we take legal action. He mentioned to Scott G****, one of the “experts“, that I may be preparing to do just that, and now he won’t communicate with us or give us his manager’s contact information. My contractor is putting together everything necessary to pursue this through small claims, which will include all the dates and times that we had to meet with the “experts” who then directed us to use products that did not provide “Fitness for our purpose”. Anything necessary product information, can be provided by Scott G****(refusing to speak to us). In the meantime, I have an ugly unusable deck, because we listened to Sherwin-Williams. I am a single woman, who is fortunate to have kind neighbors, and a good contractor to provide guidance through this really overwhelming process(that should’ve been an easy deck refinish). I have owned this home for 20 years, and I’ve never experienced anything so unprofessional and demoralizing as working with the “experts” from Sherwin-Williams. If Sherwin-Williams would like to contact me to view copious amounts of photos, and review all documentation, it would be greatly appreciated. As of 09/27/2023, I haven’t taken legal action. May become financially necessary Kind regards, ******* ******

  Business response

  10/04/2023

  Complainant states they were disappointed by a product’s performance.
  Superior customer service is important to Sherwin-Williams. Local management contacted
  Complainant and will attempt to work with Complainant to resolve the matter to the Complainant’s
  satisfaction.
  Regards,
  Carl *. C*****

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  At 09/02/2023 we bought in Lowes 1 gallon can of paint named Cabot® Australian Timber Oil® "Honey teak" color produced by this company, it supposed to be very bright color, but instead, we got dark color. We cleaned our yellow door and after painting, door now is damaged. We request full door replacement, yes, not just paint, but DOOR REPLACEMENT, due to we spent 2 days and money for instruments to fully clean it after previous yellow paint and now what we got! Product colors absolutely not as advertised on pictures and as we see we are not alone upset with this paint! **************************************************************************** *******************************************************************************************************************************************************************************  In attach you can compare color before (yellow) and after (dark smth, looks like older door, right?)

  Business response

  09/22/2023

  Complainant states they are disappointed by a product’s performance.
  Superior customer service is important to Sherwin-Williams. Multiple attempts were made
  to contact Complainant to obtain additional information regarding the issue. Complainant has not
  responded.
  Sherwin-Williams deems this complaint closed.
  Regards,
  Carl *. C*****

  Customer response

  09/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Only one email I found is email from techservices@cabotstain.com in spam folder, just replied to them:

  >Which of our products did you use?
  **********************************************************************************************************************************************
  
  >How many gallons were purchased?
  1 Gallon
  
  >What was it applied to?
  Wooden door
  
  >How many coats were applied?
  1 coat
  
  >Can you send in a picture showing the issue?
  [attached picture]
  
  >Please provide the batch information of off the cans used. It would be stamped on the lid and would look like a milk jug expiration date. 
  
  I don't have information about this for now

  
  Regards,
  
  ****** *******
  

  Business response

  09/26/2023

  Complainant states they are disappointed by a product’s performance and would like a
  refund.
  Superior customer service is important to Sherwin-Williams. A refund has been approved.
  However, it will not be processed until Complainant signs and returns the Release. Once the
  Release is received by Sherwin-Williams, a check will be mailed to Complainant.
  Regards,
  Carl *. C*****

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 3.5 gallons of Dutch Boy, Platinum Plus interior paint on 6/4/23. This paint is warrantied for single coat coverage. It did not cover in one coat, and did not "lay down" as I had desired. We contacted Dutch Boy via phone on or about 6/27/23 and spoke with Sophie, Product Advisor. She assigned Dutch Boy Case ********, and followed up with an email requesting some additional information and photographs. The requested information was provide via email to her on 7/11/23. A follow up email was sent to her on 8/7/23 with no response. Any additional follow up email was sent to her on 8/21/23 with no response.

  Business response

  09/01/2023

  Dear Ms. *****:
  Complainant states they were disappointed by a product’s performance.
  Superior customer service is important to Sherwin-Williams. A refund will be issued to
  Complainant.
  Regards,
  Carl *. C*****, Paralegal
  *************************

  Customer response

  09/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   I was told the compensation should be received within ten business days.  Please do not close this file until after 20 days to ensure their end is upheld.  Thank you very much for your assistance.
  
  Regards,
  
  **** *******
  
  
  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Thompsons Water Seal did nothing for this wood. The wood is totally destroyed. Thompsons is saying it's not supposed to be used on wood or the floor It says right on their website in Lowe's website It can be used on concrete driveways and wood decks. The wood was standing up then I turned it over for the picture. I spent 200 bucks on Thompson's water seal for nothing. It's totally useless. They shouldn't sell things actually useless. Especially when it doesn't even last 6 months.

  Business response

  09/01/2023

  Dear Ms. *****:
  Complainant states they were disappointed by a product’s performance.
  Superior customer service is important to Sherwin-Williams. A refund will be issued to
  Complainant.
  Regards,
  Carl *. C*****

• Initial Complaint

  08/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have used Sherwin Williams for over 30 years in 6 different states. I have bought 100s of gallons of paint, both interior and exterior. For all of my projects, I rely on the “experts” at Sherwin Williams to steer me in the right direction and help me make the correct choices. I have always been happy. Until now. I sent my son to the CHICAGO-ASHLAND #703317 Sherwin Williams store at 3140 S Ashland Ave Chicago, IL, 60608-6228 (773) 847-7362. I instructed my son to rely on whatever the Sherwin Williams staff tells him because they are the “experts”. He arrived at the store with a list of 19 gallons of various paints to buy. He was told by the Sherwin Williams “expert” that the 15 gallons of the interior flat paint he needed was not available. My son was not told there were several gallons in the store and that the additional gallons would need to be delivered from a nearby store in the next 24-48 hours. Based on what the “expert” told my son, he bought a much more expensive paint and spent an unnecessary $300 above what he had prepared to spend. I contacted the store that day and was told that the manager would call me to explain the upsell and why it was handled that way by the “expert”. After several attempts to contact the manager, I called a 3rd time spoke to him 4 days later. He explained that since my son excepted what he was told by the Sherwin Williams “expert” and paid the bill, it was a fair transaction. He stated that my son is “a consenting adult and therefore he is responsible for what he purchased”. He indicated that the upsell was valid because my son didn’t know that he wasn’t being given the whole truth and assumed that he was being advised correctly and therefore paid the bill. In summation, my son was charged and paid $300 more than he needed to due to the incorrect and inadequate information provided by the Sherwin Williams employee.

  Business response

  08/16/2023

  Dear Ms. Angel:

  Complainant states they were sold incorrect products.

  Superior customer service is important to Sherwin-Williams. A refund will be issued toComplainant.

  Regards,

  Carl J. C*****, Paralegal
  *************************

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My contractor bought 736.19 of paint and supplies at the store 7/20/23 to paint my house. He had bought the tricorn black. He needed 3 more gallons 7/22/23 to finish the job and the 3 gallons was either mixed wrong or the paint was bad because it turned out to be a grey color when placed over the original 5 gallon of tricorn black. The store is saying I have to buy more when it wasn’t my mess up but theirs. The 3 gallons today was another 144.66.

  Business response

  07/27/2023

  Dear Ms. *****:
  Complainant states they were disappointed about a product’s performance.
  Superior customer service is important to Sherwin-Williams. A refund was issued to
  Complainant.
  Regards,
  Carl J. C****** Paralegal

  Customer response

  07/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Complaint follow up call taken over the phone by **: "Consumer ****** ****** called and stated she has been paid and the complaint is resolved."
  
  Regards,
  
  ****** ******
  
  

  
  

• Initial Complaint

  07/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 7/7/23: Contacted by an attorney representing Sherwin Williams Told that I have a balance of $3500 and will be sued over nonpayment I explained: it's a business account that I don't own any more. The charges post-date my ownership of the company I never authorized the charges I was never contacted about any charges to my account or prior authorization at the time of the transaction Nor was I ever contacted to pay anything by the company only by him for a settlement I was told by the attorney it doesn't matter. I'm liable. I contacted the manager of SW - Russellville AR (Patrick) Asked about the company policy to authorize transactions, since I am being sued for charges I didn't make or authorize. After fumbling his words, he said we put notes on the account. I said okay.. Do my notes say anyone can use my account? He said because I have no notes, anyone can purchase on my account. Me: So if I don't give you credit for knowing better.. anyone can steal from me through your company and your lawyer will take me to court over it? You have to be told to prevent this from happening? Him: Long silence... Well we look at notes, let me see what yours say.. oh. It has your phone number. Me: why didn't I get a call? or why would you even mention notes if you don't use them to validate someone to make a purchase? I asked him to close my account so people can't walk in and do this again. He said okay... then said, he can't do that. But he will... put a note on my account...... I said like the one you ignored when you could have called me to prevent the previous transaction? Patrick went silent again. I asked if SW was associated with the BBB, he had no clue.

  Business response

  07/19/2023

  Dear Ms. *****:
  Complainant states they would like to close their account.
  The account was closed.
  Regards,
  Carl J. C*****

  Customer response

  07/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** *****
  
  
  
  
   

• Initial Complaint

  07/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dupli-color, owned by Sherman Williams, is knowingly selling a product that can severely damage customers property. Their Dupli-color 1K Gloss clear coat doesn’t spray clear, but rather yellow. When customers contact the company, the company responds with the claim that too much spray may produce a yellow color. However, with the instructions calling for spray for 4-8 inches away from the surface, it is near impossible to not have the spray come out yellow. Furthermore, the instructions do not state that layers must be thin and light, which is, again, impossible from 4 inches away. Additionally, the bottle doesn’t mention potential yellowing. I had my car’s paint ruined by this product. I expect the following solutions from Dupli-Color: a refund for all of the paint I purchased, my vehicle entirely repainted to fix damage, and the discontinuation of their 1K Clear product/modification of claims on the bottle to reflect reality. Below, I have attached an example photo of my tailgate, where the gray is damaged area I am having to repair because of the 1K Clear spray, hence being sanded and re-coated with primer. I have also attached a photo of the yellow spray. Additionally, I have attached a close up of the damage to my paint, showing how severe it is. Finally, I have attached reviews where other customers claim the same issue, showing that Dupli-Color has been more than aware of the issue for over a year. This isn’t a simple mistake, this is absolutely negligence. If Dupli-Color does not seek to right their wrongs, legal action will be taken.

  Business response

  07/18/2023

  Dear Ms. *****:
  Complainant states they were disappointed about a product’s performance.
  Superior customer service is important to Sherwin-Williams. A refund was issued to
  Complainant.
  Regards,
  Carl *. C*****
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩