Over the last several months, I have accompanied my elderly Mother several times when she has…read morevisited this specific Sherwin-Williams location (PEORIA-LAKE PLEASANT PKWY Store 727617) to purchase paint products and supplies. After my Father passed away recently, she decided to redecorate and repaint the interior of her home, beginning with her bedroom. This was a significant and emotional change, as it was the first time in nearly 60 years that she was making their bedroom entirely her own.
My Mother has been a loyal customer who purchases the highest-end paint and best supplies available. I began accompanying her because, on several occasions when she went alone, her bedroom paint color was mixed incorrectly or she was given the wrong finish, requiring multiple trips back to return or exchange products.
On one occasion when I accompanied her to return an item, the manager, Ryan, handled the situation exceptionally well. He was professional, knowledgeable, extremely helpful, and genuinely kind. His customer service was absolutely top notch. Ryan is 100% 5-STAR'S!!
Unfortunately, the issue I am writing about involves a different employee, a brunette woman in her twenties with glasses named Danna.
This is not about one isolated incident or misunderstanding. On more than five separate occasions, I have personally witnessed Danna being absolutely rude and condescending toward my Mother. Her tone repeatedly comes across as though she is talking down to my Mother or treating her as incapable of understanding what is being discussed. On my last trip with her to the store, Danna's behavior became so disrespectful that I needed to step in and speak on my Mother's behalf.
During another return/exchange situation, while we were already discussing the issue directly with Ryan, Danna came over and inserted herself into the conversation. No one asked for her help or input. She began talking over Ryan and attempting to take control of a conversation he was already handling professionally. From my perspective, her behavior was inappropriate toward us as customers and appeared to undermine the authority of her own manager.
The level of condescension from Danna has been consistent enough that I cannot view it as simply someone having a bad day. My Mother is an elderly woman and a long-time, loyal customer who spends a significant amount of money at this store. She deserves patience, respect, and basic courtesy--not to be spoken down to, made to feel unintelligent, or treated as an inconvenience.
There was also an advertised discount issue. My Mother went there alone last week for paint supplies and was given only 40% off by Danna when the promotion clearly advertised 50% off. She didn't notice the error until she got home, meaning we now have to make ANOTHER trip back to correct this too. Considering the repeated issues she has experienced with Danna, I find it especially frustrating that she continues to deal with unnecessary problems despite being such a loyal customer.
At this point, my Mother should not feel anxious or uncomfortable walking into a store where she has spent so much money simply because she is worried about how she may be treated by Danna. I hope management takes the repeated customer service issues involving Danna seriously.
One employee should not repeatedly diminish an otherwise positive customer experience, especially when employees like Ryan demonstrate exceptional customer service. Ryan deserves recognition for the way he treats customers. Danna, however, needs to understand that being knowledgeable about products does not give her the right to be rude, condescending, dismissive, or disrespectful to customers.
I sincerely hope this feedback is taken seriously and that appropriate steps are taken to address the repeated concerns involving Danna. My Mother deserves better, and frankly, so do all customers who choose to spend their hard-earned money at this location.
