ComplaintsforThe Sherwin-Williams Company

• Initial Complaint

  12/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went in to get two different paint colors and a primer I waited for over an hour which was fine as I know that they were very busy they were short staffed as it was explained to me that said I asked for a primer and two paint colors 2 gallons of one color 1 gallon of another and bought a couple of rollers. When it came time to check out I was not told the price and the store manager I believe told me he was going to split my transaction into two different transactions to give me more of a discount. I thought oh wow he’s so helpful and this is great customer service. Upon checking out and leaving I noticed that I was charged over $300 for three cans of paint and a couple of rollers he did not remember to include the primer each can of paint was $110 roughly! I had no idea as I was conversing with him when I swipe my car that was what was going on nor did he explain to me that there are any variations and prices or give me the options. Upon arriving at home and discovering this my husband quickly went back to the store the next afternoon only to be told that all sales are final look at the receipt! And that we would not be getting any type of help and orRefunds. They were very rude to my husband and obviously scammed and took advantage of my lack of knowledge as I intended to pay $50-$60 a can of paint not 110! Which is likely the most expensive paint that they have in the store!

  Customer response

  01/02/2022

  
  Good afternoon,

  
  

  I am reaching out to you to let you know that the issues have been resolved. Jesus (the store manager at the Rockwall location)  was diligent about contacting me consistently and when we connected he more than made the issue right. He was so helpful and displayed amazing customer service and company culture. Thank you for your assistance! 

  
  

  Kind Regards,

  
  

  ******** ******  ***** ************

  
  
  
  

• Initial Complaint

  12/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction- 12/10/2021 at 8:27am Cost- $53.74 plus $4.97 sales tax Issue- Quality of paint and advise given on purchase. Store employee advised at purchase that the paint we had previously purchased, "Emerald", was not available. He recommended the "Duration" product and claimed that it was not as good as "Emerald" but would cover with one coat of paint. The paint did not. The next day we brought the paint back to the store. The same employee that recommended the "Duration" then claimed that because my wife had chosed the paint and that it was disclosed on the can that it may not cover with one coat, he would not refund the purchase price. The employee then suggested "Emerald" which he claimed had just come into the store. Despite calls to the store and area supersvisor, no attempt has been made to even return my calls. I have been doing business with Sherwin-Williams for many years and never expected such rude treatment at one of their stores. Order # ****************

  Business response

  01/24/2022

  Ms. Kristie Angel
  Better Business Bureau
  200 Treeworth Blvd.
  Broadview Hts., OH 44147
  Re: BBB Complaint #********
  Dear Ms. Angel:
  Complainant alleges that a store sales associate provided Complainant with a poor product
  recommendation after being informed the product Complainant previously purchased and used
  was unavailable. Complainant alleges the recommended product did not cover in one coat and
  ultimately complained to the store and District. Complainant demands a refund.
  Since superior customer service is important to Sherwin-Williams, area management reached out
  to Complainant and provided a refund for the gallon of paint.
  Very truly yours,
  Carol A. S******
  Carol A. S******
  OSBA Certified Paralegal

  Customer response

  01/24/2022

  [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. 
  
  Regards,
  
  ****** *********
  
  
  

• Initial Complaint

  12/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sherwin Williams sneakily charged me a supply chain charge of 4 percent on each of my purchases. They did not inform me of this charge at the register nor did they have any signs up detailing the charge. They would not allow me to return the "premixed" paint. This is underhanded and wrong not to inform the customer of this charge and allow me to make a decision to void the purchase.

  Business response

  12/14/2021

  December 14, 2021
  By email only (kristie@cleveland.bbb .org)
  Ms. Kristie Angel
  Better Business Bureau
  200 Treeworth Blvd.
  Broadview Hts., OH 44147
  Re: BBB Complaint #********
  Dear Ms. Angel:
  Complainant claims that Sherwin-Williams charged her a supply chain charge of 4 percent on
  each of [her] purchases. The complainant also claims that Sherwin-Williams did not inform her
  of the charge at the register nor did they have any signs up detailing the charge. Finally, she
  claims that Sherwin-Williams would not allow her to return the ‘premixed’ paint.
  Since superior customer service is important to Sherwin-Williams, local management reached out
  to Complainant by phone and email; however, Complainant did not respond. Sherwin-Williams
  will allow Complainant to return the paint and receive a refund of the purchase price.
  Finally, Sherwin-Williams’s supply chain surcharge is due to increased costs associated with
  transportation, freight, and labor. The surcharge is communicated to customers and the
  marketplace in advance of purchase in a number of ways including bi-lingual signage at the pointof-sale, pre-purchase website notifications, and other means (see, e.g., signage on display at the
  location at the time of purchase, attached).
  Very truly yours,
  Carol A. S******
  Carol A. S******
  OSBA Certified Paralegal

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,On 10/28/21 i asked sherwin williams store to mix a sample of paint i picked out He said they only have quarts of paint for $29.19.I agreed.when paint applied to wall color was not what i chose.Went back to store for refund.Request denied and said he would give me another sample of paint for one-half of price i paid.That puts the sample at $37.21 for one quart.Went home.Called the 800 # talked to Brianna no last name.She gave me Mr s******* which is Tucson Dist manager.To this day no reply,Called 800#again they gave me Justin G****.Left voicemail on both still no reply.800# is 474-3794.MR S*******s # is ************.Brianna connected with mr justin g**** so i have no # for him.Assistant Manager of store is Luke s*********.I showed him pictures of wall i put paint on and he agreed it didnt match.He also mixed up a swatch card to match the 2 and agreed they didnt match.He agreed they mixed the wrong color but refused to give a refund.he was no help at all.I have pictures of wall ,reciept,and swatch card he mixed up to seeif they matched They did not match.To this day i have no return phone calls.I request a refund of 24.61 which i paid ,with discount,.At $29.19 a quart of paint they are price qouging i think.Thx for your time,***** *********.Store in tucson there # is 5205750677.Ps i only took home the original quart ,no 2 seperate quarts.$24.61plus one half is $27.21.Ps MY mailing address is ** *** ********************.i dont know how to upload pics.

  Business response

  12/09/2021

  By email only (*******@cleveland.bbb .org)
  Ms. Kristie Angel
  Better Business Bureau
  200 Treeworth Blvd.
  Broadview Hts., OH 44147
  Re: BBB Complaint #********
  Dear Ms. Angel:
  Complainant states that color samples he had mixed at Store #708539 did not match the color
  swatches. He returned to the store where another quart was mixed and it did not
  match. Complainant demands a refund for the mismatched quarts.
  Since superior customer service is important to Sherwin-Williams, local management reached out
  to Complainant, listened to his concerns and apologized for not meeting his expectations. The cost
  of his purchase was returned to his credit card. Because he had not completed his project due to
  the holidays, he was invited to reach out directly to the District Manager if he chooses to use
  Sherwin-Williams on the project.
  Very truly yours,
  Carol A. S****** Carol A. S******
  OSBA Certified Paralegal

• Initial Complaint

  11/06/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 11/4/2021 I purchased a gallon of stain for a total of $64.59 at the Shirwin Williams located at 2370 Atlanta HWY Cumming Ga 30040. It was not until Saturday 11/6/2021 that I realized that I was charged 'Supply Chain Charge' at both locations. On my first purchase on 11/4, I was 'secretly' charged $1.85 and on my second transaction on 11/5, I was charged $2.32. On both transactions I was not informed of this additional cost/charge. This additional 'charge' is a form of deceptive pricing and makes it impossible for consumers to accurately compare pricing for items from other providers. The fact that an additional charge to the consumer is not communicated verbally or in written form is unethical!

  Business response

  11/09/2021

  By email only (kristie@cleveland.bbb .org)
  Ms. Kristie Angel
  Better Business Bureau
  200 Treeworth Blvd.
  Broadview Hts., OH 44147
  Re: BBB Complaint #********
  Dear Ms. Angel:
  Complainant states that a "Supply Chain Charge" was added to two recent purchases. He
  requests an explanation of the charges.
  Sherwin-Williams’s supply chain charge is due to increased costs associated with
  transportation, freight, and labor. The surcharge became effective the week of 9/20/2021. In
  addition to the itemized receipt, the surcharge was (and is) communicated to customers and the
  marketplace in advance of purchase in a number of ways including bi-lingual signage at the
  point-of-sale, pre-purchase website notifications, and other means (see, e.g., signage on display
  at Store #702473, located at 2370 Atlanta Highway, Cumming, Georgia, at the time of purchase,
  attached).
  If you have any further questions, please feel free to contact me.
  Very truly yours,
  Carol A. S******
  Carol A. S******
  OSBA Certified Paralegal

• Initial Complaint

  11/06/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  purchased Valspar paint sample from ***** Shelby N.C. Painted sample 4 spots in room, great dried by next morning good color, Bought 1 gallon panted nightly till room was finished. This took a total of 9 days due to commitments. Started 2nd coat on 10th day where 1st coat was started. First coat had a slight tackeyness to it thought it it was type of paint roughish finish. When second coat was started we purchased 2nd gallon kept painting, Including plant stand and small 4 drawer 2 ft by 30 inch night stand outside in sun. Two days later put second coat on, left in sun moved in overnight ,placed back outside next day. Now the paint is 40 DAYS OLD and still tackey. Called ***** and Valspar talked sent pictures recites batch numbrers etc. We talked about compensation, how to repair walls, how to remove paint, will it ever dry. and how they were going to make it wright. Sent me e-mail sorry we will mail check for paint. ***** cannot get reginal sales to call me. He says we did not let paint dry. Not his problem. Now no one, ***** ,several professional painter cannot tell me will it ever dry or how to remove, cannot sand off wet paint.There is no way to raphy and compensation for loss of kitchen, time trouble for them giving me lies, and payment for someone removing walls and repainting walls with some paint other than Valspar Any questions e-mail me. Also have pictures if needed of objects stuck to wall, finish, batch number, etc. I cannot upload picks, but i will get someone to if needed. THANK YOU.

*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. ↩