This is a very mixed review. I could easily give this establishment a 4 star review but one incident left me quite frustrated. We needed something to paint a brick fireplace and seal a brick patio with the "wet look." We called and spoke with Brian, I think, who was excellent on the phone and in the store which was a Sunday afternoon. We purchased 6 gallons of the "wet look" sealer and using his recommendations and direction, the project went very well.
The fireplace, we learned required a masonry / brick stain, not paint. We chose their recommended product and took a gallon that was "bright white" off the shelf. After applying two coats it was clear it was too white. I took the 2/3 of a gallon back to the store and requested it be tinted slightly and gave them a paint color and number code to match. The counter person who appeared fairly new was trying to figure out how to help and inquired to, I presume, the manager. I was told since I had taken any paint out of the can, I had changed the formula and after tinting, the color wouldn't match what we asked for. I said "that's no problem. Get close is good enough." I was then told that adding tint at this point could also change how the material performs. It might not dry properly. Might crack. Might not lay out right. Would not be able to be guaranteed. I was more than surprised that adding maybe two drops of color to a product that is designed to handle two drops of color could change the end result so much. After my initial shock and questioning this, I said, I'll take responsibility and not hold the result against Sherman Williams. I'd let them write something on the can and receipt. I just needed the color adjusted very slightly. After saying this, I was simply told that "We will not do as you've asked. We can't but if you would like to purchase a new gallon off the shelf we'd be happy to tint that one." I asked if he was sure and if he'd reconsider by adding tint to a gallon of stain we'd purchased 2 days prior. He said "No, we won't." Frustrated, I left.
We like Sherman Williams products. As far as we are concerned, they make some of the best paint and stain we've used. We'll continue to purchase their products however never again from this store. The willingness of the manager there to listen to and offer customer service was non-existent. In an era where there are lots of businesses to spend your money at, it's a surprise this person is in the position he is.
Lastly, I went to another Sherman Williams store, explained what I waned done, without telling of my Citrus Heights experience. They were over the top helpful and willing to take care of what I needed. I asked if adding tint after using about a third of the gallon would change the product or how it perfomrs. He said it would have no effect on the product and even went as far as explain how he would adjust the amount of tint required to get the desired color match based on the amount of product in the can. Thank you to the Roseville Sherman Williams store for excellent customer service. I'll continue to purchase Sherman Williams paint and stain but never from the Citrus Heights store. read more
