Boone Paint And Interiors, Inc.

On Friday August 25, I took a paint swatch with me to the store and handed it to the employee at the desk, indicating that I wished to purchase one gallon of Mineral Ice color paint for a bathroom.the female employee came back out with a plain metal can without an actual brand labelThe store label was on the gallon of paint indicating that it was the correct color, Mineral IceOn Friday September 1, my contractor took a photo of the label so he could get another gallonWhen he returned back to my home, he called me and had me come look at the two colors, which were completely oppositeThe first color from August was not Mineral Ice (grey) but was a tan colorEither the wrong color got put in the can with the label saying Mineral Ice or vice versa My contractor had spent the day painting and the day was very damp and rainy so the paint was not drying quicklytook the original can that with the tan color (now empty) that had the label stating it was grey, with me to the store

On September 1st 2017 a retail customer did come into the store and spoke to a female employee while the Manager was with another customer doing a color consultation. The customer had with them an empty can of paint  with a tan color and a paint brush inside, there was no lid. The employee...

spoke to the customer and then came over to get the Manager. The customer advised that the wrong color paint was mixed on August 25th 2017 and that she was delayed on a project because of this. There are labels that we apply to each and every lid on each can of paint per our policy cautioning customers to check for correct color match. It further states "neither the manufacturer nor dealer assumes responsibility for this matched color after it has been applied. Not returnable for credit or exchange." Being the manager that dealt with this situation, the female employee was upset and in need of assistance because the customer was very upset (which is understandable for receiving the incorrect color).  When I approached the customer and she explained the situation, I explained that I would be more than happy to make a can of paint in the correct color or refund her money for the incorrect can of paint. I did indeed apologize to the customer. The customer got more upset and in a raised voice stated "That's all you're going to do!!" The customer then went on to say that she was going to sue us and take us to small claims court for the cost of the whole job because it delayed her a day and cost her $500 because it was damp outside and the paint wouldn't dry. I advised that I would be happy to call the owner and speak to him about it. The customer's response was "NO small claims court! it would be worth it!". The female employee did make the customer an additional can of paint which is more than what our color policy would allow. I felt that we should do that for the customer. The employee, nor I at any time laughed at the customer. There was no sound being made as she was visibly upset. I did advise the employee to double check the color- there was no laughter accompanied with that. I  wanted to be sure that the customer was getting the correct color, as the employee should've checked the color prior to it going out. The customer was given her paint and stormed out. There were no further words exchanged. Upon her departure, I did contact the owner to let him know about the situation and the female employee referenced as being rude started crying about the mistake. Our company's policy as well as Benjamin Moore's policy is that we will replace incorrect product but we do not pay for labor. The policy for the color match label is in place because each color is a custom made color and the tint machine sometimes makes mistakes as well as employees. While employees should be double checking the paint prior to the paint leaving the store (this has been addressed) mistakes do happen. Also, the policy covers application of paint as when an empty can is returned we are not able to verify if it was our product, if it was the wrong color or where the mistake was made. Again, Customer service is our priority and we would be happy to offer this customer a complimentary can of paint of her choice on her next paint project.