We went in to get some touch up paint from Sherwin-Williams and were told that the paint the builder used on the interior walls of our house in 2018 was discontinued in 2019. The employee helping us was very nice and tried to get us something that would match as best as possible. Sherwin-Williams recommended a "Cashmere Eggshell" to replace our "Eggshell" (we now understand that this affects our sheen and texture, not the color). Our original paint, although marked as an "eggshell" was closer to a something glossier than "satin" but less glossy than "semi-gloss." So the employee helping us sold us some cashmere eggshell paint and used the original color formula we provided him (it was listed on the paint can label and on the paperwork the builder gave us). After doing some touch up painting it was soon very evident that the color was perfect, but the sheen was extremely flat and chalky and felt that way too. Looking directly straight on, it is hard to see the touch up spots, but from all other angels it is very obvious. So we called and spoke with the assistant manager and went back in to speak with the manager (as the assistant told us to do), but he had left early for the day. The assistant manager told us that she could not help us, because the manager wanted to handle it directly. We then went back another day to try to speak with the manager and said he wanted to help us have satisfaction and would be willing to trade us the cashmere paint for a new can of satin paint to try to get a better match. We were happy he was willing to do this and expressed our appreciation to him. However, he then proceeded to insist and argue with us about how he would use the sample we brought in of our original paint (a chunk of wall we had from some repairs we did) to match the color to get us better results. He had already explained that the sheen was based the can of paint and the color was the formula of mixed colors to get the final color desired. So, it didn't make sense that he wasn't willing to use the formula we had in our documentation that already proved to still be accurate. As I tried to politely express that I was nervous that the color wouldn't come out correctly if he tried to match it from the sample instead of using the formula (partially because I've done that in the past on another house and the color did not match at all), he continued to insist and argue that he knew better and that it would definitely be a better match. Eventually, we gave in to stop the arguing and regrettably we discovered that the paint color did not match. He tried to adjust the color 3 times and by then we had been there over an hour and had another appointment to get to. I have touched up a couple spots on the wall with this new replacement paint and the sheen is better (still not a perfect match to our original paint, but we knew that was going to happen since the original paint was discontinued), but the color is too dark. It is noticeable from all angles. We felt like we were not listened to, and we felt stuck with paint we felt could have been a better sheen match and a perfect color match if he had just used the color formula like we had asked. This experience started off rocky, became frustrating and stressful, and ended in more frustration and disappointment. I wish he had just listened to me and used the color formula in the fist place like I asked him to and then I would have had paint with a perfect color match and a better sheen match. After my experience at this Sherwin-Williams location, I doubt I'll return there. I really don't want to deal with that manager or the assistant manager again. read more