ComplaintsforMallory Paint Store Inc

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered paint at ***************************. I showed them the exact can that was used before and label to match the existing color and sheen of the paint. They delivered the paint in the wrong sheen My work painted three sides of the house and painted the trim Not knowing there was a difference. This was unacceptable so I called back. They brought out new paint for me which was completely the wrong color. They delivered it and put it just right on the sidewalk which was the wrong paint. So I had to call and get another order placed. They sent out the new paint so now I have to repaint the entire house again. I have to mask off all the freshly painted trim this resulting in several days of extra labor costing me thousands of dollars. *************************** is refusing to reimburse me for their mistake.

  Business response

  06/05/2024

  The customer Anchor ************************* ordered the paint from our store.  The customer showed us a picture of the ******************** formula made in a "Low Luster" finish.  That is what we made.  Then the customer said it needed to be in flat.  We replaced the material as a measure of goodwill free of charge in a flat finish.  The customer is a "professional" *********************** contractor he did not check the product or sheen before applying the product.  The invoice said it was a Low Luster finish.  The can also said it is a Low Luster finish.

  We have no control over the application of the product, we assume no liability for his "labor" costs. A professional contractor is supposed to check any product before they apply/install that is why you hire a pro.

  Again, as a measure of goodwill we replaced the product free of charge, I think this was above and beyond what was required. Especially when he showed us a picture of the wrong product.

   

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Our painter ordered **** *************************** paint from this business. We have used **** paint in numerous houses and it is a beautiful, light gray color. We were painting the entire interior of our home in preparation for renting it. We went on vacation during the paint job and when we returned, I immediately knew that the **** paint was not mixed correctly because the interior of our home is blue, not gray. I confirmed that the paint was labeled ****, but our painter subsequently confirmed (a) it did not match our other **** paint, and (b) the number of colors and quantities to make **** paint were off. I called the store and tried to resolve this directly. I was spoken down to and told that paint looks different in different light. I explained that even on the same wall the paint that they provided is different from the paint we have used in the past, as well as the paint sample. Our painter and I both tried to resolve this directly with the store. The store has offered to give us a new batch of paint at no cost, but that will not cover the cost of repainting the entire house. Our painter believes that of the $8500 paint job, at least $5,000 of it needs to be redone. Meanwhile, we are losing $5,000/month in lost rent by not being able to rent this home, which is located in a high-end neighborhood where a blue interior would not be attractive to prospective tenants. I would like the store to (a) give us new paint that is mixed correctly, and (b) compensate our painter $5,000 to cover the repainting costs. But for this store's failure to mix their paint properly, our home would have been painted correctly in July and rented in August. We are losing rent every day that this dispute lingers on.

  Business response

  08/29/2023

  It is our Standard Operating Procedure to verify the accuracy of *************************** colors before they leave the store. 
  For this purpose we keep a control sample of every gallon of paint and compare it to the color chip.  
  
  Color **** has been verified to match the color chip of the same color.   We have confirmed that the color purchased by the painter matched the color chip, there is no blue colorant in the formula for this color, and we have committed no wrongdoing. 
  
  As an act of good will we have offered replacement paint tinted to color **** although there is no error with this color or with the original paint. 
  
  Basic color theory will explain the behavior of color and light.  We recommend research and sampling paint colors within the space prior to making a final color decision.  

  Customer response

  08/29/2023

   
  Complaint: 20516737
  
  I am rejecting this response because (a) it is false - the color does not match even the **** paint the same store mixed in November 2022, (b) this is insufficient to compensate me for the costs of repainting the home, and (c) it is condescending. The two paints on the same wall in the same light do not match. Stop talking down to women - it is inappropriate and not tolerated in 2023. Your response is offensive.  I want compensated paint and labor costs and expect not to be talked down to in this manner again.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a quart of Regal Flat in 968/Dune and a can of TEK Orange Peel Texture on 3/4/22. On 3/5/22, I had my handyman come to repair a patch on my wall and touch up other paint areas. I tested the orange peel the night before because I wanted to see if it would look right, and when he arrived the next day, the can was crusted shut and wouldn't squirt out. I had to pay for him to go to ********** and buy a different brand, it took about an hour round trip ($110). He fixed the hole and touched up all the areas. The next morning, I saw that the touch up areas were completely white, absolutely a different color than my previous can. I called Mallory Paint to let them know and they said the color is not guaranteed since the original color was applied the year prior and it fades. I compared the dot on the top of the can to a dot from my old can and they were not close. I also scraped up what I could from the old can, applied it over the white, and it was an EXACT match (regardless of the fading Mallory claimed). The new paint was not prepared properly. I have attached pictures and would like a refund for both items. In the future, it would be good if their standard answer for paint not being prepared properly is that the prior paint faded (which doesn't even make sense in my case since it the new color was almost white and not the beige-ish color Dune is). I used several gallons of Dune; I know the color and it is not white!

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