Initial Business Response /* (1000, 5, 2017/10/30) */
Our site is VERY clear BEFORE one orders older vehicle colors! There are THREE separate warnings, even a huge pop up box which again tells the customer we cannot guarantee a match for pre 1986 colors.
Here is a sample of ONE of the...
warnings:
Make sure you know your AMC color code and are not ordering based on the color samples shown which may be inaccurate. We cannot guarantee a color match because these colors are so old.
There are No Refunds for these colors. We recommend you order a small quantity of paint to check the match first or send us a part for custom matching. We will not remix this paint even if the color does not match.
Enough said! All this info is BEFORE a customer can place an order!!
Initial Consumer Rebuttal /* (3000, 7, 2017/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Below I have pasted what I received by a rep by the name of Bill. In this email, the rep says the guarantee that their paint will match the original color chip provided by the paint manufacturer for my vehicle or they would send me a new order. The rep also explains that if the paint has faded or isn't the original paint that could be an issue. The issue here is not the it doesn't match the paint on the car, the issue is that after the rep BILL guaranteed that it would match the paint on the original paint chip I decided to order the paint and the paint I received is nowhere near the original paint chip provided by the paint manufacturer. It is a completely different color than the original paint chip color and therefore the guarantee that was given to me is not being fulfilled. I would also like to add that I have called the company several times and they have never answered or answered my voicemails. They have been unprofessional and not helpful in any way. Only stand behind the fact that they say there are no refunds on cars older than 86 but the problem again here is not that it doesn't match the paint on the car, it doesn't match the paint on the original paint chip, and if they are unable to do that than they shouldn't selling paint based on paint codes.
PaintScratch Color Match Guarantee
We guarantee our paint will match the original color chip provided by the paint manufacturer for your vehicle or we will
send you a new order.
If your paint has faded or your vehicle has been repainted with an unknown color, we recommend you order a small
quantity of paint to check the match first or send us a part for custom matching as the original factory paint color will no
longer match. The older your vehicle, the more the paint can fade and change color.
Sincerely,
[redacted] at PaintScratch
-------------------------------
Final Consumer Response /* (4200, 11, 2017/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So, what is the purpose of communicating with one of your reps just to be misinformed ? That is deliberate false advertising only to convince the customer to go through with the order. And lets also keep in mind calls are never answered once you steal the customer's money .
Final Business Response /* (4000, 13, 2017/11/02) */
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Initial Business Response /* (1000, 5, 2018/03/09) */
When a customer makes a mistake on the order form, chooses the wrong color or didn't verify you color code and ordered the wrong paint, you will need to place a new order. There are no refunds for the incorrect paint ordered.
Unfortunately,...
our paint is custom made per order and we have no way of knowing a customer ordered the wrong paint.
Customer did not inform us to AFTER they received their order.
Initial Consumer Rebuttal /* (3000, 7, 2018/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is unacceptable because no mistake was made on the order form; only on the company's part because their website gave them the wrong information. My as the consumer has no responsibility in this mishap and therefore should be compensated accordingly.
Final Business Response /* (4000, 9, 2018/03/22) */
Customer must follow our return policies clearly given on our site BEFORE they even order.
Initial Business Response /* (1000, 5, 2016/06/29) */
we have asked the customer for a sample of the paint to compare to our factory color standard. We can ONLY make the color code requested by the customer. If the customer gave us the wrong color code, then he will receive a different color than...
what he expected to receive.
At no point have we ever "blamed" the customer.
The customer must agree to our return policy BEFORE they can place an order. We already requested a sample of paint from this customer on June 27, 2016.
We will await the customer sample and if it does not match our factory color chip, we will send out a new paint pen AT NO CHARGE. If it matches the color chip, then we will notify the customer of our findings.
We do everything we can to satisfy the customer, but they must honor our return policy they agreed to.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't order blue. It's that simple. If their employees make mistakes, the consumer shouldn't have to bear the inconvenience. Just my opinion.
Final Consumer Response /* (4200, 11, 2016/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They sent me the wrong paint. Now I have to use my own money to prove it. Wish I would of done business with a professional company.
Final Business Response /* (4000, 9, 2016/07/01) */
Customer needs to follow our return policy. sorry, this is all we can offer.
Initial Business Response /* (1000, 5, 2017/10/30) */
Our site is VERY clear BEFORE one orders older vehicle colors! There are THREE separate warnings, even a huge pop up box which again tells the customer we cannot guarantee a match for pre 1986 colors.
Here is a sample of ONE of the...
warnings:
Make sure you know your AMC color code and are not ordering based on the color samples shown which may be inaccurate. We cannot guarantee a color match because these colors are so old.
There are No Refunds for these colors. We recommend you order a small quantity of paint to check the match first or send us a part for custom matching. We will not remix this paint even if the color does not match.
Enough said! All this info is BEFORE a customer can place an order!!
Initial Consumer Rebuttal /* (3000, 7, 2017/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Below I have pasted what I received by a rep by the name of Bill. In this email, the rep says the guarantee that their paint will match the original color chip provided by the paint manufacturer for my vehicle or they would send me a new order. The rep also explains that if the paint has faded or isn't the original paint that could be an issue. The issue here is not the it doesn't match the paint on the car, the issue is that after the rep BILL guaranteed that it would match the paint on the original paint chip I decided to order the paint and the paint I received is nowhere near the original paint chip provided by the paint manufacturer. It is a completely different color than the original paint chip color and therefore the guarantee that was given to me is not being fulfilled. I would also like to add that I have called the company several times and they have never answered or answered my voicemails. They have been unprofessional and not helpful in any way. Only stand behind the fact that they say there are no refunds on cars older than 86 but the problem again here is not that it doesn't match the paint on the car, it doesn't match the paint on the original paint chip, and if they are unable to do that than they shouldn't selling paint based on paint codes.
PaintScratch Color Match Guarantee
We guarantee our paint will match the original color chip provided by the paint manufacturer for your vehicle or we will
send you a new order.
If your paint has faded or your vehicle has been repainted with an unknown color, we recommend you order a small
quantity of paint to check the match first or send us a part for custom matching as the original factory paint color will no
longer match. The older your vehicle, the more the paint can fade and change color.
Sincerely,
[redacted] at PaintScratch
-------------------------------
Final Consumer Response /* (4200, 11, 2017/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So, what is the purpose of communicating with one of your reps just to be misinformed ? That is deliberate false advertising only to convince the customer to go through with the order. And lets also keep in mind calls are never answered once you steal the customer's money .
Final Business Response /* (4000, 13, 2017/11/02) */
-
Initial Business Response /* (1000, 5, 2018/03/09) */
When a customer makes a mistake on the order form, chooses the wrong color or didn't verify you color code and ordered the wrong paint, you will need to place a new order. There are no refunds for the incorrect paint ordered.
Unfortunately,...
our paint is custom made per order and we have no way of knowing a customer ordered the wrong paint.
Customer did not inform us to AFTER they received their order.
Initial Consumer Rebuttal /* (3000, 7, 2018/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is unacceptable because no mistake was made on the order form; only on the company's part because their website gave them the wrong information. My as the consumer has no responsibility in this mishap and therefore should be compensated accordingly.
Final Business Response /* (4000, 9, 2018/03/22) */
Customer must follow our return policies clearly given on our site BEFORE they even order.
Initial Business Response /* (1000, 5, 2016/06/29) */
we have asked the customer for a sample of the paint to compare to our factory color standard. We can ONLY make the color code requested by the customer. If the customer gave us the wrong color code, then he will receive a different color than...
what he expected to receive.
At no point have we ever "blamed" the customer.
The customer must agree to our return policy BEFORE they can place an order. We already requested a sample of paint from this customer on June 27, 2016.
We will await the customer sample and if it does not match our factory color chip, we will send out a new paint pen AT NO CHARGE. If it matches the color chip, then we will notify the customer of our findings.
We do everything we can to satisfy the customer, but they must honor our return policy they agreed to.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't order blue. It's that simple. If their employees make mistakes, the consumer shouldn't have to bear the inconvenience. Just my opinion.
Final Consumer Response /* (4200, 11, 2016/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They sent me the wrong paint. Now I have to use my own money to prove it. Wish I would of done business with a professional company.
Final Business Response /* (4000, 9, 2016/07/01) */
Customer needs to follow our return policy. sorry, this is all we can offer.