HORRIBLE customer service at Sherwin Williams in New Hudson, MI! I spent 1.5 hours speaking with the staff in New Hudson about finding the right paint for a steel building and looking at color samples. We talked about primers and what would be best for exterior use. We determined the correct exterior paint, and they helped me pull together pricing for about $1k in materials. I found this quite helpful for my needs. I then asked for a sample of these exterior paints in three colors so that I could test the color on the actual building. Great, my upcoming weekend was coming together with plans.
Two days later, I find myself on an early Saturday morning getting ready for my big project and what do I find? They gave me interior paint. Potentially a simple mistake, so let's call the store and straighten this out! NOPE! Super annoyed.
I make a quick phone call back to the store and explain the situation. How do they respond? Complete apathy. NO, I won't exchange these for the exterior paint you specifically asked for. No, I won't give you a refund. No, I won't do anything at all to help you. On top of this all, he recommended that I wait until Monday or Tuesday to speak with a manager or anyone with any modicum of authority to make a decision. I promptly informed this individual that his response literally ruins my entire plans for the weekend. That I need him to do something to make this right. I spent a lot of time selecting the right product for this application and someone decided to provide an interior samples for an exterior project. No explanation, no qualifiers, and NO HELP AT ALL. I'm about top spend $1,000 on materials for this project, you screwed up the samples, and will do absolutely nothing to help.
It's not about the $20 in samples. It's that you won't help make this right. This is clearly a problem with the store. I asked for a specific grade of exterior paint and I would hope someone isn't as dim witted to talk about an exterior project for over an hour and then hand someone a different product that they literally can not use. I want what I asked for. I want you to make this right. I want someone who isn't a complete flake to answer your phone. I want to receive actual customer service. Your actions are wasting my time, money, and resources. How the heck would you feel as a consumer given the same situation?? You clearly don't value my time, and I have a huge problem with that.
Why don't your employees have the power to make a customer happy and save an entire weekend worth of work?
Ask me how I feel about this store and their service level? Pretty upset right about now. My weekend is shot. This is not right. This is NOT customer service. read more