Home Depot Complaint - Paint
Resolution Update on 02/13/2008:
Home Depot customer care e-mailed and said they were sorry about the incident and appreciated feedback. They were going to send a gift card.
MONROE, NEW YORK -- My son purchased Behr Premium Plus Ultra Pure White Kitchen and Bath paint. He primed his bathroom walls and proceeded to put on the paint. He had purchased the paint earlier that day. An associate took the can down from the shelf for him. The paint in the can was an aqua type color. He thought this was odd, but knew Glidden made a paint that went on pink and turned white when it dried and this was a mold and mildew resistant paint with so called nano guard and was an innovative paint, so he felt confident that things were fine. He figured Behr did the same thing with this color as Glidden did with theirs. The can had never been opened from its looks and there were no marks on it. It was first quality and from Home Depot. Well, the paint dried and it never turned white. I called Home Depot in the morning at 7 am and spoke to a manager. I told him I would be there at 4:30 or so (my son doesn't get off work until after 7 so I dealt with it)and asked him who would be there to talk to. He gave his name and the name of the manager on after him. When I went to the store, customer service called down to the manager and he told her to just give me a new can of paint. I told her I wanted to talk to him that there was more involved. He was the same man I spoke to in the morning so he was aware of the basic situation and I was surprised he wasn't going to try and make it up front. She relayed this and he said he was busy and would send another manager up. He ended up coming himself and told me he was doing inventory. I told him I had spoken to him earlier and felt a bit put off by his "customer comes last" attitude. He said he felt that my son should have known the paint would not be white when he opened it. I explained that my son entrusted Home Depot and they handed him the product. Never having used it before, how was he to know this was unusual. After all, Glidden, which Home Depot carries, does this color change when drying. The manager basically said he's going above and beyond by giving me more than the can of paint. He never apologized for the mishap or showed any concern that it was a large inconvenience. I told him my son used primer, which he now needed to use again, brushes (there were two painters), rollers for the primer and the paint, and disposable trays as well as the tape for the edges. All products were bought at Home Depot at the same time as the paint. I had the receipt with me. My son was upset at the prospect of having to repaint (I even brought in pictures to show how much he painted of the walls and ceiling) and really felt all of the materials he had gone through should be replaced as the job must be redone. Again, the manager reiterated that he was going above and beyond with what he was doing. He did not replace the primer, gave me paint, a tray and brush/roller set that he felt should do, plus a couple of liners. He again said he was going above and beyond, not I'm sorry for all of this inconvenience. So my son got one tray but had used two, one brush but had used two, two rollers but got two because there were two people. When I said that this was silly and that we depend on the product to be what it says, he said, "Oh someone probably mixed it and put it back on the shelf." Well, that may be okay by him, but it sure doesn't sit well with me. What kind of excuse is this? Now you don't know what is in what you're buying without proving it? It's a good thing pharmacies don't run by this mantra. I really felt that the customer did not matter. I was inconveniencing him and taking him away from what he was doing. Forget my discomfort at being at the front of the store having to defend my son using the paint Home Depot provided. Forget all the time lost painting as well as returning. Perhaps he will go to a smaller local paint store next time.