ComplaintsforNabor's Paint Ltd

• Initial Complaint

  21/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 10th at 5:30 PM I went into my neighbourhood paint store. I explained to the two sales associates I am new to this and need their help as I have never painted a room before or purchased paint- goes without saying I don't know the costs. I also explained I am not trying to spend a ton of money as it's a rental I'm painting. They had me pick out my grade of paint by saying "this one is carpenter grade, this one is good, this one is premium." i told them again I don't want to spend too much so they suggested the "good grade". One associate left (I had no idea where she went or what she was doing) as the other one helped me pick out sand paper and brushes. The one in the back was mixing my paint without giving me the cost of it first, then brought me 6 cans and rung them up to $491.23. Then, once mixed, told me it was non refundable. I was shocked and outraged not once during this transaction I was told the cost of paint, only the grade. I paid and left. My boyfriend came in with the paint on Sunday to explain what had happened to the owner and that the price was never given until it was too late and considering I was very clear I didn't know anything about buying paint that should have been given to me before mixed. The owner called me a ****, and refused the refund as there was a sign that says " no refunds" and that "it was right in front of my face." So my boyfriend left the paint there and the owner said he would call his rep, eventually- this happened on December 12th. I called on Tuesday the 14th to explain the situation again thinking he would be happy to resolve it. I was shocked as he called me a ****, again. He even tried to put the young associate on the phone for me to argue with her and I said "no, you are the owner I need to speak with you."I told him If I had the prices given to be before hand I would have done the math and known the total bill price and would have adjusted my painting plans. He still has the paint and my money.

  Business response

  10/01/2022

  Business Response /* (1000, 5, 2021/12/23) */ Case Complaint Response. On December 10th around 5:30pm a customer came into the store to buy paint for their property and was greeted by myself and my co-worker. As this customer approached the desk, she handed a yellow sticky note to me to go over square footage and paint colours. I was attempting to read the note that, as she stated, her boyfriend had written. It was very confusing as it seemed as though they wanted 2 colours for each room. I explained this to her, and she agreed that it was very confusing to read. As we both went through the sticky note together, we came to a resolution that it was 1 colour for each room and that each room was around 320 square feet (which was noted on the yellow sticky note). I did explain that 1 gallon covers 200 square feet for 2 coats of paint, which is always recommended for coverage and durability purposes. This customer also went against my recommendation to prime beforehand as she mentioned that they are covering a very dark yellow (and pointed to a very dark yellow on our desk for reference) that was currently on the walls of their home. Having that said, 320 square feet for 2 coats is 640 square feet. Therefore, 2 gallons of paint (with no primer) was needed per room/per colour to start with. I would like to note that this customer did in fact say, and I quote "We will not be priming, we don't want the extra step". I then went into detail regarding our different quality levels of paint that we offer. This ranges from "Good", "Better" & "Best" quality levels. We also have a diagram of the paint grades that I showed her to make it easier to understand. I then went through the pricing mentioning that the "good" quality level is around $50.00 per gallon, "Better" is around $60.00 and "Best" is around $80.00. It was at this time she mentioned to me that this was a rental. My recommendation was to go with the "good" level of paint as they don't need to spend money on the better qualities as they will not be living there forever. The customer agreed however it was only $10.00 difference per gallon between the "Good" level and "Better" quality level, so she chose the better quality. It was at this time I went downstairs to tint the 6 gallons (2 gallons each for all 3 colours) which the customer was aware of. As I was making the paint, my co-worker assisted the customer with required sundries for their renovations and then proceeded to create a bill and charge the customer for the paint and other items. The debit/credit machine was given to her with the total, and she never made any indication that she was unhappy with the amount. As I brought the gallons up, she never made any indication that she wasn't aware of what and how many gallons she was purchasing. A few days later the customers boyfriend came into the store screaming and demanding a refund for 3 gallons of paint that was purchase on the 10th. As the owner was present at this time, he mentioned to the gentleman our policy with tinted paint, as noted on a large poster behind the desk where we greet our customers which states "Once we tint your paint there is no exchange or refund". He was quite unhappy and was yelling and demanding that the owner take the price for the gallons of paint off his employee's paycheques. It was impossible to reason with this customer, so he left the paint behind, and we decided to continue this conversation at another time. After this incident, the owner and the female customer had a conversation on the phone and came to a resolution that we will happily refund the paint as we sell it. We are unable to refund without reselling as we cannot guarantee a customer will re purchase this exact colour. The customer seemed satisfied with this resolution. A few days later I was back in the store and the male customer came by to pick up his receipt that he left behind with the paint at the store, for "accounting purposes". I said, "yes no problem, let me grab that for you." He then said "Ya I believe my girlfriend figured out a resolution with your boss" to which I responded, "yes I believe they sorted something out over the phone". Then I proceeded to retrieve the receipt for him. I told him I was going to quickly photocopy the receipt, so we have it on file as well. This customer then said "Did I just hear you say that you were sorry for ********** our paint?" to which I responded "No I didn't" and he responded with "I could have sworn I heard you say you were sorry for messing up our paint" to which I said "No I definitely did not say that" and then he proceeded to leave the store clearly unsatisfied with the fact that I didn't agree to saying something I never said.

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