Had customer service breakdowns between counter workers Aaron and James. On trip #1 to store on the 29th, Aaron promised they could easily custom mix stain to match my preference and sample if I had a piece of wood that was the same as or similar to the finished wood on my project. I returned to the store later that day with a piece of pine similar to the finish, and James told me that Aaron promised me something that could not be done. After hearing from James about how they could not do this and could not do that and how product that was advertised might not be available, I finally got James to follow-through on putting a sample of one of SW's advertised colors on my sample wood--but, he insisted, only after he had helped 5 other customers, all of whom arrived in the store after I had. He insisted also that to mix to match, I'd have to bring in an existing stained piece of wood with the finish results I wanted to match; he was unwilling to work with me based on my preferences or photographs I had of my existing piece of furniture. I resolved to return with a cabinet door and after James gave additional assurance that matching a stain on my cabinet door would be easy to do. I also had a coupon as incentive to purchase at SW, and said I'd return on or before the 31st (when the coupon expired). I returned to the store (trip #3) on the 31st because I do not live in Santa Fe, making this my second round trip of 1.75 hours to drive to the store, with approx 1hr 40 minutes prior to closing time, and got James again. He had his feet up with no customers. I asked if he was ready to match the stain as I carried my cabinet door and sample wood into the counter. James replied that he could not complete the match before closing and then said that they usually require 24 hours to achieve results--having said nothing of this prior. I became livid at the new information and impact to my purchasing with a coupon that expired that day. In my attempts to get him to understand that I do not live in Santa Fe and he caused already 2 trips and now I was facing at least one more just to get a stain mixed, he declined my request to ring me up for the stain today so I could use the coupon. I expressed that I was stunned that he could not deliver results with no customers and at least 1.5 hours left in the business day, and he said he could not, but added maybe it could be ready by the morning the next day. After getting what occurred as a whole lot of why he as an experienced employee and long-time worker at SW Santa Fe (he said) cannot deliver on this and cannot work with me on that, I told him I'd had enough of the round around. I told him what I thought of him and his performance as a customer service agent, and I added that I would not be back to this store ever again. James attempted a call to Aaron, who he said was the manager, but only did so to make himself look good and make me look like an outrageous customer. Between James and Aaron, they cost me time and money and delivered on nothing that worked, even inside of expectations that they and corporate created with me through what they actually said was workable prior. This store's staff is out of integrity and not worth anyone's time, unless you have an established "buddy" relationship with these folks, are female, or are simply in the store for a product off the shelf. NOT RECOMMENDED for anything custom; go to Dunn Edwards for custom. read more