ComplaintsforDixie Belle Paint Company LLC

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 2 jars of dixie belle paint to for a *************** While painting it kept drying on my brush & transfered to my chair. I had to constantly wipe away the dry paint particles. I bought a spray bottle to spray my brush every few strokes, but is still dried too fast leaving an uneven clumpy finish.After it cured it just looked sloppy. The only way to save this was doing a 2 color distress. I lightly sanded & applied a different color for the top layer. I had the same problems as applying the base coat. I used a damp brush & made sure it was wet enough by spraying it before every brush stroke. It was better but still didn't solve the problem entirely. I decided to distress what I had & make the best of the situation. It looks sloppy. I ran out of paint because of how many times I had to redo & fix my chairs so I couldn't paint my table. This ended up costing me way more time & money than if I'd went to another paint brand.It's disheartening because Dixie Belle has such pretty colors which is why I wanted to try them out. The paint dries too fast, it's the biggest problem with the paint overall. It's really frustrating how much ************* was wasted. I had to spend more money using a different paint to finish my table. I reached out to ***************************** told me "to lightly sand & remove the dried up paint & then apply another coat of paint. They recommend doing small sections".I did everything they recommended prior to reaching out to them. I was disappointed to see their response as I was hoping they would help me come to a resolution to this issue. Their customer service is horrible! This ******************** is very expensive & so are all their brushes. I spent close to $200 to paint 4 chairs that didn't even turn out the way they were supposed to. It shouldn't be this hard to use chalk paint. I have used chalk paint multiple times from other companies before & never had this issue. Please take my advice and do not buy this paint.

  

  Business response

  03/19/2024

  Thank you for sharing your experience with Dixie Belle paint. We truly value your feedback and apologize for the challenges you faced during your painting project.
  To begin, we want to express our sincere apologies for any frustration or inconvenience you experienced. Our goal is to provide products that not only meet but exceed our customers' expectations, and it's disheartening to hear that we fell short with your recent purchase. In order to better assist you, could you please provide us with the email you used to purchase our products? We couldn't locate your name in our system, and we want to ensure that the product you received is indeed ours. Additionally, each jar has a lot number that can help us determine its age, which is particularly important considering the prevalence of counterfeit Dixie Belle Paint products on platforms like ******** Marketplace.
  Regarding the issue of paint drying too quickly, we understand the frustration it can cause, leading to uneven finishes and application difficulties. While our paint is designed to dry efficiently, we recognize that certain conditions, such as high temperatures or low humidity, can pose challenges. In low humidity environments, adding water or thinning out the paint as needed can help alleviate these issues, and it also extends the coverage of our paint.
  In regards to your customer service experience, we sincerely apologize for any disappointment or dissatisfaction you encountered when seeking assistance. Providing exceptional customer service is paramount to us, and we regret if we fell short of your expectations in this regard.
  We would appreciate the opportunity to further discuss your concerns and work towards finding a resolution to restore your confidence in our brand. Please don't hesitate to contact us directly at ************ so we can personally assist you and address any remaining issues you may have. Your satisfaction is of utmost importance to us, and we are dedicated to making things right.
  Once again, thank you for your candid feedback, and we hope to earn back your trust and welcome you as a satisfied Dixie Belle customer in the future.

  Customer response

  03/25/2024

   
  Complaint: 21437474
  
  I am rejecting this response because: there was no help given besides words on a screen saying they value their customers and to reach out to them and provide some more information. I called customer service to give them my information including the lot numbers on the jars and before I even attempted to give my email address the representative cut me off and said I had to go through the local vendor I purchased the paint through. She didn't even let me finish talking! The phone conversation lasted maybe 3 minutes. There was non solution offered, no compromise, and no apology. They say they value their customers, what a joke! All they care about is money and sales. Eventually it will catch up with them. Literally the worst customer service experience I've ever had! They make it seem like they are providing customer service by writing a response that sounds good to save face, but don't do anything tangible to actually help. Stay Away From Dixie Belle Paint!!!
  
  Sincerely,
  
  ***************************

  

  Business response

  03/25/2024

  I tried to submit the email that we send to **** to come up with a solution to resolve this matter.  It seems like it did not take but if it did, please disregard this message.  

  From: DBP Info <[email protected]>
  Sent: Monday, March 25, 2024 1:08 PM
  To: **** ***** <***********************>
  Subject: Re: *********************** wrote you a note via *****
  
  Hi ****,
  
  
  I hope this email finds you well.
  We are reaching out to address the matter regarding your issue with our paint. Your satisfaction is our top priority, and we are committed to resolving any concerns you may have.
  While you mentioned two 24 oz containers, we don't make a 24 oz size, I assume you meant 16 oz.
  To resolve this matter amicably, we would like to extend an offer of in-store credit for the equivalent of half the amount of two 16 oz containers. This credit can be used towards any future purchases with us.
  To proceed with issuing the in-store credit, we kindly request you to set up an account with us. Once your account is set up, please email me directly, and I will ensure the in-store credit is added to your account.
  We sincerely apologize for any inconvenience this may have caused and appreciate your understanding and cooperation in resolving this matter.
  If you have any further questions or require assistance with setting up your account, please don't hesitate to contact me directly.
  
  

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased all-in-one mineral paint that is claimed to adhere to any surface that is prepared with a degreaser and scuff sanded. I followed directions and the paint peeled right off. Here is what they claim on their website: Silk All-In-One Mineral Paint is also ideal on surfaces like laminate, vinyl, fabric, brick, plastic, glass, ceramic, stone, tiles or anything you can imagine. Just make sure to de-grease with Pristine Clean and then a light scuff sand.

  

  Business response

  06/27/2023

  We would like to sincerely apologize for the inconvenience you experienced with our all-in-one mineral paint. We understand how frustrating it must be to have the paint peel off despite following the instructions provided.
  
  Our instructions for using the all-in-one mineral paint specify the use of Pristine Clean as the degreaser and recommend performing a light scuff sand on the surface. These steps are crucial to ensure proper adhesion of the paint. We also have a video tutorial on our website that highlights the importance of scuff sanding when dealing with slippery surfaces as well as adding two coats of slick stick.  Here is a link to the video that is on the top of the Silk All-In-One Mineral page for your reference.  *********************************; (please note the screenshot attached)
  
  We genuinely value your satisfaction as our customer, and we would like to resolve this issue promptly. At Dixie Belle Paint Company, we have a policy in place regarding refunds. Due to the nature of our product and the potential variations in surface preparation, we do not typically offer refunds. (please see attached form that all customers must acknowledge prior to check out) This policy is in place to ensure fairness to all customers and maintain the integrity of our pricing structure.
  
  However,we would like to find a resolution that satisfies you. As a gesture of goodwill, we would be pleased to offer you a credit in the amount of your original purchase. This credit can be applied towards any future purchases with us, allowing you to choose a different product or explore other offerings from our range.  If you would like to accept our offer of a credit, please email [email protected] with your customer name and phone number as well as email that you used to purchase our product from our website.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The packaging of Dixie bell paint is ridiculous! I have spent $$$ on all products, but no more. These lids are almost to impossible to screw off! If I buy 5 jars there will be at least 2 that the tops will not come off, I try everything! I've had to cut the jar itself letting 1/4 of the paint just spill out! The paint is not cheap, and like it. I like *********** to, but switched to you guys, but going back to *********** at least I can get to my paint !!! The piece I was going to complete today will not get done, because I had to cut the jar to open and 😡 paint all in the floor . So now I'm going to drive 2 hrs to the *********** retailer closest to me, and just choose her colors, that way at least I'll know I can actual use what I pay for !

  

  Business response

  08/31/2022

  Business Response /* (1000, 5, 2022/08/25) */ Hi ********, Thank you so much for letting us know your situation. It is true that sometimes screw lids of any product can be a bit challenging. We try hard to make the highest quality products contained in quality yet affordable containers. That is one of the reasons our paint products are much more affordable than our competition. The clear containers were created on purpose so customers could see the beautiful colors. Perhaps a jar grip might help? We hope you understand why we have the packaging we do and we are saddened to hear you must turn to another paint company. We hope you reconsider and continue to use Dixie Belle Paint, we value your business and wish you only the best on your DIY projects. Dixie Belle Paint Company!

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sunday 6/26/22 I purchased a stencil from a Dixie Belle Retailer. I thankfully practiced with the stencil and so glad I did as the results were atrocious! I have been painting my whole life and know how to use a stencil, i used the paint conservatively and the result was blurred and a puddle of paint had pooled under the stencil at each opening creating an absolute mess... I was even using THEIR paint and would have expected better results. I reached out to their customer service department via their website chat, and explained my issue - the customer service was AWFUL! I asked for suggestions on how to achieve better results, and received NONE! I asked for an exchange and even though the CS rep said Dixie Belle stood behind their products that was conditional, only if there was a quality issue with the item otherwise NO EXCHANGE or REFUND, the rep even went to so far as to say the problem was me, and as I said I know how to use a stencil! I just wanted to exchange it for a different type of stencil or a transfer. All I got were fake apologies like, "I'm sorry you don't agree with our policy", no sincerity in that apology! All I would like is an exchange and/ or a refund! I paid $22 for a stencil and it seems like a petty thing, but I can say the same about their stance!

  

  Business response

  07/20/2022

  Business Response /* (1000, 7, 2022/07/20) */ ******* purchased a stencil from one of our retail locations, which is privately owned. She was not happy because she did not have clean lines from where she applied paint to the stencil. This typically happens when too much paint is applied. We asked her to send us pictures, which she did not do. We asked her to call the office to speak with the CS manager, as she was on our website chat, but she refused. We also explained our process for returns.... she would need to take it back to the store where purchased since this stencil was not purchased from our website. We gave her these two options to try to rectify the situation. We also offered to send her links to some tutorials on how to use stencils. Consumer Response /* (3000, 14, 2022/08/07) */ The majority of their response is UNTRUE!! They never asked for pictures, although I had offered to send them, they never offered to send tutorials, they did not indicate I would need to reach out to the store / retailer - all these statements are lies!!! The only thing they shared here which had any semblance of truth to it was that I should call their 800 # and ask to speak to the customer service manager, which I didn't feel I needed to do, I had already reached out via text, if they had a solution they certainly could have provided it on that platform! All the customer service rep kept saying was they stood behind their products, but only for quality issues. I've read other posted reviews / complaints about this company, whenever it's about a product providing sub par results they always blame the user, they do not take responsibility for low quality items!! Business Response /* (4000, 16, 2022/08/08) */ We are truly sorry for any misunderstanding. It has always been our procedure to ask a customer to return a product to where it was purchased. All of our customer service representatives adhere to this procedure. It is also part of our procedures to ask for pictures to see what the customer is talking about. Dixie Belle Paint does not have an 800#. The phone number to our headquarters is listed on our website and email signature line for all employees, as well as on our Social Media main Facebook page. Also, we do not text as we have a landline at headquarters. Our Mylar Stencils are made from the best 10 mil Mylar. Dixie Belle Paint does stand behind all of our products and we try to provide training via our Retailers, YouTube, Facebook, and other social media outlets. Many of our Retail locations offer classes to educate as well.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I joined Dixie Belle last Aug. And joined as a elite dealer. There are rules where no one is allowed to sell within 10 miles. If each other. And Dixie Belle has put one dealer 2.5 miles on one side if me, on the same street. And another dealer is selling 7 miles on the other side of me. Technically in my area. And Dixie Belle is ok with it. Well I'm not I've spent over 5000 dollars to start this business. Was told no one could do what there doing. I can't sell my paint when others are already established in my area

  

  Business response

  06/16/2022

  Business Response /* (1000, 5, 2022/06/01) */ Please see attached documents. **** was approved in zip code 65355 after we already had a retailer in this location. An Elite Retailer has zip code protection and we do not allow another retailer in their zip code after they are approved. Because ********* **** ***** was approved first, they are grandfathered into **** ********** Elite zip code. We do not have a mileage restriction, only zip code protection. This all has been explained to **** several times. Also, she is not meeting our minimum sales requirements which makes her agreement null and void.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩