Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the paint from Heirloom Traditions on 9/6 I painted my wall and when I went to clean the wall the paint came off now there are spotty areas and the customer service is refusing to refund my order because “they don’t offer a money back guarantee” and “the paint is for DIY” so basically they aren’t liable for customer satisfaction they don’t stand by their claim of “All in One” and are now saying that even though their website says you don’t need to prep now they are saying you DO need to prep with a deglosser and sanding to actually make the paint stick to the wall. All I wanted was a refund and instead I received POOR customer service and lies . Bait & Switch company.

  Business Response

  Date: 12/03/2024

  Per our order terms & conditions, agreed upon at checkout, it is impossible for us to guarantee an outcome on a DIY project that is working on a variety of used surfaces.  However, we are committed to helping customers work through issues with their projects via our customer support channels (www.allinonepaint.com/contact).  We have over half a million customers that are very satisfied with their project outcome and we're confident that if the claimant allows us to help them through their project, they can have a successful outcome as well.  Most of the time, issues are related to cleaning (oils present on the surface), not applying the product correctly (including not using the correct tools), or a surface problem.  All of these issues are something that can be worked through.

• Initial Complaint

  Date:09/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased your paint based on the clear promises made across your website, ads, and product labels, including terms like "All-in-One," "No prepping or sanding required," and "Self-leveling." I followed the instructions exactly, but the product did not deliver as advertised. The paint applied streaky, did not cover properly, and after two coats, it easily wiped off my cabinets. On 9/12, I reached out to your chat support, only to receive automated, AI-generated responses that did not address the core issue. From what I've seen in other complaints, this seems to be a pattern of deflection. It is unacceptable for a company to continue making such bold, misleading claims about its product while enforcing a "no refunds" policy. The suggestion to "gift it to a friend or family member" is not a reasonable resolution for a product failure, nor does it account for the fact that I spent over $100 on an unusable product. I expect to be refunded in full for a product that was falsely advertised and failed to meet even the most basic performance expectations. Ignoring this issue would further erode trust in your brand and suggest a lack of accountability for misleading consumers.

  Business Response

  Date: 09/12/2024

  Per our order terms & conditions, agreed upon at checkout, it is impossible for us to guarantee an outcome on a DIY project that is working on a variety of used surfaces. However, we are committed to helping customers work through issues with their projects via our customer support channels (www.allinonepaint.com/contact). We have over half a million customers that are very satisfied with their project outcome and we're confident that if the claimant allows us to help them through their project, they can have a successful outcome as well. Most of the time, issues are related to cleaning (oils present on the surface), not applying the product correctly (including not using the correct tools), or a surface problem. All of these issues are something that can be worked through. We'd still be more than happy to help offer guidance for achieving the finish that the claimant is looking for. Going over the ticket, it appears as though the product isn't being applied correctly. As stated in the response, streaking typically occurs when the product is being over worked. The key to getting good coverage is making sure you put a good amount on the brush (link for reference ********************************************* Also, the claimant mentioned in the ticket that the paint is wiping off after applying it. It's mentioned in all of our tutorials that this paint takes approximately 30 days to cure and harden. Because this order was placed on 8/29/24, it doesn't look like it's had anywhere near the adequate amount of time to cure. Again, we'd be more than happy to help answer these questions in the original ticket if the customer wants to reach back out. Thank you.
  

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paint ordered was not the color on website, employee said she would send a paint color palette which takes 3 weekds i was to dab paint and return, it never came, we tried again it never came. Next i was to take pics of paint can opened send and wait. No response and every month i have tried to call no answer it is now a year still no answer. They should replace the 2 colors that are off Dirty business games played here

  Business Response

  Date: 06/03/2024

  Unfortunately, I can only find one ticket from the customer. It was from September 16, 2023 (screenshot attached). They requested to add ***** to their order so the original order was cancelled, and a new one was generated with the change made to it. I don't see any other communications from them. I'm also unable to find where anything other than that one order was sent out. If the customer would like to send another message to ****************** we'd love to be able to help them.

• Initial Complaint

  Date:09/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  False advertising and fraud. My client chose the color “Putty” from HTP’s website. (PC) I placed an order for my client of two quarts of Putty and one quart of Oyster. The current promotion was buy two, get one free. The paint arrived in a secure, timely manner. Once I opened the paint I realized immediately it was not the color I ordered. I made a post on HTP’s Social Media page asking fellow painters if they had bought/used “Putty”. Once I saw pictures were posted of the color used, I contacted HTP via email. My original question asked if it was possible I was sent mislabeled quarts, as I have made multiple purchases with this company and I have never had a problem with the color of the paint. Customer support responded to me promptly, yet extremely rudely (as you can tell to the replies to all BBB complaints) Their argument at the time was they had a zero return/refund and policy and blamed the lighting of my cell phone. ***FRAUD came into play once I emailed them the pictures from their website and the pictures posted from other buyers on Facebook. HTP changed the color of paint on their website. I have multiple documentations to prove their deceptive behavior. They did offer a refund for 1 quart, out of the 3 and I would be responsible for shipping. This is not a professional company. The customer service department behave like children. After multiple emails back-and-forth by the childish and rude customer service department and contacting the owners right hand, Melissa Osborne; I have only been ridiculed and harassed. In my last email I asked how much my refund would be…. with no response. I was curious to know if my refund would be zero considering it was buy two get one free. I’m willing to bet they would respond by telling me no refund would be offered, considering it was buy one get one free. After communicating multiple times with Melissa Osborn, they do not care about their product and/or consumers. I am truly embarrassed for this company.

  Business Response

  Date: 09/21/2022

  Per our Terms listed on our site, we encourage customers to choose colors based on our color cards, or to purchase a sample first so they can get a true representation of the color. Not only are the terms listed on the website on our Order Terms & Privacy page, but every customer has to agree to those same terms before they can check out, on the payment page (screenshot provided). The issue with choosing colors based solely from the site is the fact that there are so many variations of color depending on the user's monitor size, brightness, dpi, resolution, etc. All of these factors make it impossible to guarantee that the color coming across the monitor is the true color. When the customer reached out to us, we explained the issues surrounding this and customer service was immediately met with hostility and name calling. When offered a resolution, the customer then claimed to be a practicing attorney and threatened legal action. We offered a resolution for the second time and allow her to return one of the unused and unopened containers, but again, the customer resorted to name calling and informed customer service to not contact her again or else she would sue for harassment (even though the customer was reaching out first, each time). Unfortunately, without cooperation from the customer, we're stuck with no resolution.

  Customer Answer

  Date: 09/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Customer Support for HTP (still) refuses to acknowledge or explain why they modified/manipulated the color “Putty” on their website. The difference in color can be shown in the first and second photos I submitted of the bathroom vanity (sink); after I reported the drastic color difference to HTP’s Customer Support. Manipulating their website voids their refund/exchange policy and most importantly, their integrity and credibility.
  Customer support
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:07/15/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed on order for paint and a paint brush. Per the company the PO delivered the item on 7/9. The package was not received. I reached out to the organization for assistance via a chat and was advised by ******** to go to the PO. I immediately advised with the cost of gas I would not be going to the PO. I ordered from her company and it was her company’s responsibility to research. At this point she stopped responding. This company is unprofessional and fails to deliver. Order placed under husbands name ***** ********* Order # ********* Grand Total $23.98

  Business Response

  Date: 07/15/2022

  Sorry. According to the tracking information, your package was delivered to a parcel locker at your local post office. Unfortunately, we have no control over that. If the package was too big or if USPS determined your mailbox inaccessible for any reason, they’ll drop them off at Parcel Lockers at the post office. We have no way of retrieving those for customers. If you’ve already gone to your local post office and wasn’t able to retrieve the package, we can submit an inquiry with the local post master. That can’t be done via BBB though because personally identifiable information has to be exchanged. A customer service rep responded to another message that was sent yesterday so if you respond back to her, we can start that process. Thanks!