ComplaintsforThe Sherwin-Williams Company

• Initial Complaint

  06/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The store had a tinting error with the stain. The store has admitted to such. The problem is the parts of the deck where the stain went on ruined the desired look for the deck. We had to choose a solid stain to cover the semi transparent stain that was incorrectly tinted. I still then had to the painter for the job even though our one year old thirty thousand dollar porch was no longer able to be stained or look the way we wanted. I’d like a refund plus damages. They ruined our deck, cost us three extra weeks of work and cleanup, etc

  Business response

  07/05/2023

  Complainant states they were disappointed by a product’s performance.
  
  Superior customer service is important to Sherwin-Williams. Local management contacted
  Complainant and multiple attempts were made to resolve the matter to the Complainant’s
  satisfaction.
  
  Sherwin-Williams deems this complaint closed.
  
  Regards,
  Carl J. C*****
  Carl J. C*****, Paralegal

  Customer response

  07/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  We were unable to achieve the desired look (stain showing wood grain) beause the store made a gross error in their tinting process. This was not poor "product performance"  The store admitted to this error. Our painter said to cover this up we needed to use a solid stain, meaning we lost our wood grain totally. I had to pay for something I did not want. Their "tinting error" messed our wood up. They can confirm with the painter that they were unable to sand *all* the wood down to cover up the incorrect stain. We had to choose a stain that would cover *all* the wood - solid. This is unacceptable. 

  Poor product performance is peeling or uneven coverage. This is not the same thing. This is tinting a person done at that store that turned green instead of the brown it was shown to be in samples.  This is *defective product*

  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *****
  
  
  
  
   

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a 275 dollar or somewhere there abouts 5 gallon bucket of what was supposed to be stain for a fence it was marked deck stain but when we opened the thing it was paint I think they had a mislabeled bucket of paint marked stain and they proceeded to add tint for stain that I wanted to the paint and this is very obviously their fault but when we attempted to have them correct the problem they offered to sell us another half off rather than just replacing the bucket THEY messed up for the right one. I'm shocked to find so many complaints and I'm wondering what to do other than go dump it in the middle of their showroom..

  Business response

  05/17/2023

  Complainant states they were disappointed by a product’s performance.
  
  Superior customer service is important to Sherwin-Williams. Local management contacted
  Complainant and resolved the matter to the Complainant’s satisfaction.
  
  Sherwin-Williams deems this complaint closed.
  
  Regards,

  Carl *. C*****, Paralegal
  *************************

• Initial Complaint

  08/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I asked the Sherwin Williams employee for one gallon of Cashmere Mega Graige SW 7031 flat interior paint today. I read the name and the code to him twice right from my phone. He was the only worker in the store and was extremely busy with multiple customers. I had already waited 30 minutes and there were 4 people behind me. He handed me the paint I supposedly ordered and I went home to find he gave me the wrong paint color and wrong code. I had never even heard of the color he gave me. I immediately called the store to report the error and returned within 10 minutes of the purchase. The employee was extremely rude and lied right to my face that he repeated the color name and code to me twice. This never happened but he insisted he made no error and that I had made the error even after I told him I had never heard of the color he gave me. He refused to remake the correct paint color unless I paid 50% of the cost!!!! He said there was no manager available but I could return to the store a 3rd time to see if his manager would do anything. I have never experienced such poor and unacceptable customer service.

  Customer response

  08/09/2022

  
  Better Business Bureau:
  
  To Whom It May Concern;
  
  This is to inform you that I wish to rescind my complaint because the company resolved the matter to my satisfaction.
  
  Thank you.
  
  ******* ****** ** ** 
  
  

• Initial Complaint

  07/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Painter Consulted SW Rep about Stain for New Wood Deck overlooking Waterway. Painter trusted Reps advice. Rep placed Order. 6/1: Painter picked up Stain. 6/3: Stained Deck looked Terrible. 6/6: Painter & Rep came to see Deck. Rep shown Stain used (H&C Solid Color CONCRETE). Said Nothing. Just offered MORE Stain. 6/16: Called another Painter. Knew Immediately the Wrong Stain was used. "CANNOT be used on WOOD". Rep knew Stain should not be on Deck. Yet, NEVER said Anything. Label on Can does not state cannot be used on Wood. Contacted SW and H&C Tech Depts. Told Stain "CANNOT be used on Wood". Will ALL Peel OFF! Must be Sanded to Bare Wood. Only 5 weeks in & it's Peeling. Wrong Stain = No Adhesion = Peeling. Deck overlooks Canal leading to Ocean. Stain Safety Data: Hazardous Toxic Waste, Environmental Hazard, Acutely Toxic to Aquatics. Stain & PT Lumber Waste CANNOT get into Waterways. Highly Environmentally Toxic. 4 Expert Painters looked at Deck. ALL 4 Agreed...Stain CANNOT be Removed Completely or Safely. Stain Highly Resistant to Pool Chemicals. Blew into my pool causing damage. ****** Dist Mgr Blames Painter & Builder. YET Rep & Whoever Filled Order NOT at Fault! What happened to INTEGRITY? Told me Tech & Safety Data are NOT to be Believed/Trusted. Only Provided to Placate SW Lawyers. SW "Solution" to the issue? Refuse to accept Tech Data. PAINT Over IT. "CONTAIN IT"; "IT" being Environmentally Toxic Hazardous Stain that Won't Adhere to Wood. FACT: Covering IT will NOT Stop the Peeling. But FACTS & Polluted Waterways Do NOT matter to SW. Only $$ Does. What Painter is going to WARRANTY his Work when he's Covering up Stain that CANNOT used on Wood? CUSTOMER left with Peeling Deck for the next 15 - 20 years. FACT: SW 100% at FAULT. Sold Wrong Stain. Knew It. Said Nothing. Data Disregarded. Leaving Customer & Environment to Suffer the Consequences. SW Code of Conduct: Guided By Our Values, Driven To Do What's Right. Why is $$ more important than doing what's right?

  Business response

  07/26/2022

  July 26, 2022
  By email only (********************* ****)
  Ms. Kristie *****
  Better Business Bureau
  200 Treeworth Blvd.
  Broadview Hts., OH 44147
  Re: BBB Complaint #********
  Dear Ms. *****:
  Complainant states that an improper coating was recommended to her contractor for use on her
  wooden deck. Soon after application, the coating began to peel. Complainant demands that the
  deck be demolished, rebuilt, and coated with the proper stain.
  Local management has been communicating with Complainant for over a month now to provide
  assistance, despite the fact Complainant’s contractor hired an unlicensed painter to coat her deck.
  Furthermore, Complainant’s contractor and/or painter selected and applied concrete stain on
  Complainant’s wooden deck, despite the recommendation of two other suitable products and now
  refuse to assist with remediation.
  In the spirit of superior customer service, Sherwin-Williams has offered provided Complainant
  with a goodwill offer to assist in Complainant’s remediation of the project. This offer still stands
  and will be fulfilled in exchange for a release of all claims.
  Very truly yours,
  Carol A. *******
  Carol A. *******
  OSBA Certified Paralegal
  CAS:

  Customer response

  07/26/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   Sherwin William clearly did not read the documentation I attached. I highly recommend they do so they can get the FACTS straight.

  • INCORRECT: “Complainant’s contractor hired an unlicensed painter to coat her deck.”

  FACT: A Painter in the State of ****** does not need to be Licensed if they do a job for under $1000. I paid the Painter $850, well under $1000. Your facts are incorrect.
  

  • INCORRECT: “Complainant’s contractor and/or painter selected and applied concrete stain on Complainant’s wooden deck.”

  FACT: The Representative recommended and ordered the Stain. Neither the Painter nor the Contractor ordered the Stain. Your facts are incorrect.
  

  ***Please provide me with the Order that shows the Painter/Contractor placed the Order.
  

  You CANNOT because it does NOT exist. Period.
  

  • INCORRECT: “Despite the recommendation of two other suitable products and now refuse to assist with remediation.”

  FACT: The ONLY Remediation, per your H & C Technical Department, is that ALL the Stain must be REMOVED.
  

  It CANNOT be painter over.
  

  It will continue to Peel.

  The Painter/Contractor are refusing to assist with Sherwin Williams Redemption because it must not be painted over it and it will continue to Peel.

  They actually believe the Technical Department.

   Why does Sherwin Williams not believe their own company’s Technical Department?

   If it should not be put on in the first place, why does Sherwin William want to paint over it knowing it will Peel?

  
  

  Sherwin Williams is clearly at fault.
  

  They REFUSE to listen to their own company’s Technical Department and will only paint over the stain knowing it will Peel.

  I highly recommend Sherwin William look over all the Documentation I have provided including the Phone Recording of the District Manager clearly stating that no one should believe what the Technical Department has stated in writing or on the phone.

  I expect a copy of the Order and answers to my questions.

  I have provided over 36 pages of Correspondence, Documentation and Recordings that are FACT, not conjecture.

  I would expect a Legal Department would be interested in only FACTS.
  

  I refuse to release of all claims.

  Regards,

  ******** ******

  
  

   

  
  

   

• Initial Complaint

  05/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased and had installed a Crushed Quartz over a deck and it was bad materials along with being expired

  Business response

  05/26/2022

  Ms. Kristie Angel
  Better Business Bureau
  200 Treeworth Blvd.
  Broadview Hts., OH 44147
  Re: BBB Complaint #********
  Dear Ms. Angel:
  Complainant states that they “purchased and had installed a Crushed Quartz over a deck and it was
  bad materials along with being expired.”
  Since superior customer service is important to Sherwin-Williams (“SW”), local management
  reached out to Complainant’s contractor. The contractor stated that the epoxy coating and crushed
  quartz were not manufactured by or purchased from SW. No representative of SW recommended
  the combination of products that were applied to Complainant’s pool deck. By choosing to mix
  SW products with other, incompatible products, the contractor assumed all liability for the issues
  with the finished product. Additionally, the contractor applied epoxy repairs post clear coat
  application, see paint brush with fresh epoxy near patches.
  SW recommended that Complainant’s contractor apply one final coat of Rexthane, to be supplied
  by SW, tinted to the epoxy color; however, Complainant’s contractor declined this
  recommendation and offer.
  SW reiterates its goodwill offer of supplying a one-coat Rexthane application.
  Very truly yours,
  Carol A. S******
  Carol A. S******
  OSBA Certified Paralegal

• Initial Complaint

  05/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A 5 gallon of paint was purchased to repaint my walls in a home I purchased. I told them what I wanted the paint for but I want it in satin due to the builders use a flat that does wipe clean easy without taking the paint off the wall. I gave the cashier my codes from the builder. In return they gave me the 5 gallon of paint in the color of my trim. I spoke to several employees on the phone and in person asking me to return back to the store with the receipt which I did. When learning I paid in cash. I was told it could not be exchanged nor tinted correctly. A cashier went to the back to speak to store manager who never came to the front however when I asked for the corporate phone number sent the cashier back to the front to tell me she was not giving it to me. Cashier informed me that she could try to tint it but can't promise it will be the color I need. When I ask them if not what are we doing next. She said you will still have to buy another 5 gallon paint can. Please help me with what am I going to do with 5 gallons of trim paint 7705 pure white when I needed 5 gallon of wall paint 7011 natural choice paint . The store information 14640 Northwest fwy Houston Texas 77040

  Business response

  05/16/2022

  By Email only ([email protected])
  Ms. Kristie Angel
  Better Business Bureau
  200 Treeworth Blvd.
  Broadview Hts., OH 44147
  Re: BBB Complaint #********
  Dear Ms. Angel:
  Complainant stated that they purchased a 5-gallon bucket of paint to recoat the walls of a newly
  purchased home. She wanted the wall color to be mixed in a satin finish, but it was erroneously
  mixed to match the trim color. She demands that the paint be remixed to the proper color.
  Because customer service is important to The Sherwin-Williams Company, local management has
  agreed to replace the paint with the proper color in the proper sheen.
  Very truly yours,
  Carol A. S******
  Carol A. S******
  OSBA Certified Paralegal

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 2021, I purchased stain at Sherwin Williams for our new cedar fence. I brought a sample of the other fence we stained the previous year. The sales associate created a sample to match the sample I brought in. It was very close so I had them make 6 gallons. When I took it home, my son grabbed them and began staining the fence. A little while later, my husband brought out a drink for our son. He immediately returned and asked me if I ordered stain or paint. I told him that I ordered stain and they matched the sample close enough that I ordered 6 gallons. He told me that they had over tinted the stain and that it is more like paint now. He arranged to have a sales associate come out and see what our new painted cedar fence looked like. The sales associate came out a few weeks later and confirmed that it was over tinted stain. He took one of the brand new gallons with him and said he'd get back to us with what he could do. I emailed him in September 2021 as we did not hear back. I was told that we would get a full refund and a new can of stain but we would have to go back to the store we purchased from. Unfortunately, my husband and I work varying hours and have not made it in during business hours. I contacted Sherwin Williams head office and asked that they refund my credit card and deliver and new can of stain. I called them a while later to find out what was happening. I was told that they sent the request to the District Manager and I would be hearing from him. I have not heard back.

  Business response

  04/13/2022

  By email only ([email protected] .org)
  Ms. Kristie Angel
  Better Business Bureau
  200 Treeworth Blvd.
  Broadview Hts., OH 44147
  Re: BBB Complaint #********
  Dear Ms. Angel:
  Complainant purchased several gallons of stain which had been tinted to match her sample. After
  application, Complainant was disappointed with the finish. Complainant demands a refund for the
  purchase, as well as replacement and delivery of stain.
  Since superior customer service is important to Sherwin-Williams, local management reached out
  to Complainant and agreed to her demand of refund, replacement, and delivery of the stain.
  Very truly yours,
  Carol A. S******
  Carol A. S******
  OSBA Certified Paralegal

• Initial Complaint

  03/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The Sherwin-Williams Company provides for a paint quality warranty of their products, but their local representing are refusing to honor the company warranty for cartographic failures of the product quality and integrity.

  Business response

  03/23/2022

  By email only ([email protected] .org)
  Ms. Kristie Angel
  Better Business Bureau
  200 Treeworth Blvd.
  Broadview Hts., OH 44147
  Re: BBB Complaint #********
  Dear Ms. Angel:
  Complainant alleges that a local representative of Sherwin-Williams is refusing to honor the
  company warranty for what he considers to be failures of product quality and integrity.
  Since superior customer service is important to Sherwin-Williams, local management reached out
  to Complainant. The District Manager has begun a Product Quality Report and has had a Sales
  Representative visit Complainant’s home. Trusted painting contractors are being selected to visit
  Complainant’s home and provide a quote for remediation. The project will be completed in
  exchange for a release.
  Very truly yours,
  Carol A. S******
  Carol A. S******
  OSBA Certified Paralegal

• Initial Complaint

  02/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Over the years, incorrectly billed for over $20,000 by Sherwin Williams. Invoices totaling approximately $2900 this month corrected. However, I am receiving called from Rochelle, Delinquent Accounts about a previously resolved incorrectly-billed invoice (************) re: 12/09/2021 #****** for $31.53 from Store ****** for an unknown project named North Quarter. I am seeking your assistance as this company does not hold itself accountable for protecting the integrity of accounts nor for potentially destroying credit ratings when they list accounts as delinquent, waste people's time correcting their error again and again, and begin to harass others due to their incompetency. Can you please assist?

  Business response

  02/21/2022

  By email only ([email protected] .org)
  Ms. Kristie Angel
  Better Business Bureau
  200 Treeworth Blvd.
  Broadview Hts., OH 44147
  Re: BBB Complaint #********
  Dear Ms. Angel:
  Complainant states that her account has been overbilled many times over the years and she has
  had to contact Sherwin-Williams to have the account corrected. Complainant states she was
  recently contacted by Delinquent Accounts to pay for an unauthorized charge.
  Since superior customer service is important to Sherwin-Williams, local management reached out
  to Complainant and has corrected the account.
  Very truly yours,
  Carol A. S******
  Carol A. S******
  OSBA Certified Paralegal
  Telephone: (216) 566-2433
  Facsimile: (216) 515-4400
  E-Mail: carol.a.s******@sherwin.com

• Initial Complaint

  02/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased paint a few times at Sherwin-Williams for a old employer on his account years ago and that is pretty much all the business I've ever done with them. However they got my information I do not know, but they are claiming that I opened a account in my name and ran up hundreds of dollars worth of paint?! I now have lawyers for Sherwin-Williams calling me up and threatening me about this debt that isn't even mine. Ive never opened a credit line at Sherwin-Williams or signed into any type of contract with them, ever, in my life. Someone please help me!

  Business response

  02/23/2022

  February 23, 2021
  By email only ([email protected] .org)
  Ms. Kristie Angel
  Better Business Bureau
  200 Treeworth Blvd.
  Broadview Hts., OH 44147
  Re: BBB Complaint #********
  Dear Ms. Angel:
  Complainant alleges that he is being contacted by lawyers representing Sherwin-Williams for
  default on a charge account that he did not open.
  Since customer service is important to The Sherwin-Williams Company, it has examined
  Complainant’s allegations. The company’s investigation revealed that Complainant entered into
  an asset purchase agreement to acquire a business and its assets and debts, on or about March 29,
  2018, from the previous owner of the account in question and all of Complainant’s disputed
  purchases were made in 2019.
  Sherwin-Williams was not informed of the change ownership on the credit account that is now in
  default. Sherwin-Williams does not report account information to credit bureaus.
  Very truly yours,
  Carol A. S******
  Carol A. S******

*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. ↩