The Sherwin-Williams Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
No agreement has been reach...
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. After my original complaint the owner took actions to update his posted discount policy. This is the response that I recommended to him in our original conversation. I thank you for your consideration on the matter.

Our printed policy is very clear: "In Shape City Members receive 10% off your purchase on items priced $20 or greater"....(some restrictions apply, must show your key fob & request discount from cashier prior to sale being rang in). This bright yellow sign is posted in 4 different locations in...

the retail store including the cashier station. The cashier told the customer correctly. He then lied to her and claimed he was one of my personal training clients, insisting that she call me, after as she describes it he "threw a fit". As in ANY business, the retail customer does not have immediate access to the business owner, however Mr. [redacted] had put the cashier in an uncomfortable situation and she did not wish to upset a training client, thus she called me. I was in a meeting with my lawyer, a costly meeting at that, and did not feel it was fair that the customer would be so demanding over $2, which I stated to him as I reaffirmed our policy and told the customer, Mr. [redacted], that the cashier was correct. After Mr. [redacted] proceeded to tell me how I should and shouldn't run my business, he hung up on me before I could extend a gratuity to keep him happy. I do not wish to have Mr. [redacted] as a customer any further as his demands and expectations are unreasonable and I refuse to have people in my shop making the staff feel uncomfortable without cause.

Complainant's demand that she "receive a full refund of this product immediately" is in process. According to our Sherwin-Williams' Customer Service Department, a check was mailed on August 24, 2015; this check represents a full refund due to Complainant's dissatisfaction with Thompson's WaterSeal...

Oxy Foaming Action Cleaner.
Very truly yours, [redacted] OSBA Certified Paralegal Telephone: (216) [redacted] Facsimile: (216) 515-4400

I ordered my daughter's college books through Valore Books - an umbrella company that works with FIRST CLASS BOOKS, on AUGUST 18th! All books came fine but the most expensive text book (about $130) was the book from First Class books and it did not have the CODE that the description had suggested it had! We returned the book the next day.
When we contacted them after not hearing from them they responded "This is our busiest season for returns and we are currently processing them as quickly as possible. We will notify you when the order has been refunded."!!!!
About a few weeks ago I contacted them again asking for my refund, and letting them know that I'm thinking of "filing a claim" and this is how they respond:
There is no reason to make threats or to file a claim. We are processing returns as quickly as possible and will notify you when the refund is issued. Do you have tracking on the package you sent us to show that it has even been delivered to us?"
Right there is a great example of how thoughtless and unorganized this company is and how they try to get away by not refunding the money they owe! It is now October and I still have not received my refund!

SHERWIN-WILLIAMS. The Sherwin-Williams Company 8225 Bracken Place SE — Suite 250 Snoqualmie, WA 98065 June 19, 2017  [redacted]This letter is in response to Revdex.com complaint #[redacted] dated June 14, 2017 for store #8189 (Sammamish, WA). The customer's statement of problem was: "I placed...

an order for 50 Gallons [redacted] paint on June 12 at Sherwin Williams Sammamish Store (SAMMAMISH #8189) and the salesman told me it will be ready in 1-2 days. But after calling the store day by day and it's still not ready now (June 15). It does cause delay on my project and I need to pay additional fees to my contractors when they are waiting for paint." Our response to this complaint is as follows: June 12: Customer visited store and ordered 61 gallons of Interior [redacted] paint. Store did not have this in stock and told customer it would take a couple of days to round up from nearby stores. Customer was not billed for any of the paint at this time. June 14 (two days after order placed at store): Store communicated with customer to indicate that most of order was in, but not all. 35 gallons were sold and received by customer on invoice #[redacted], dated 6/14/17 at 11:35 am. Store told customer they had orders out to have remaining product sent to them by nearby stores (orders to these stores were placed on 6/12 & 6/13 — see attached Inter-Store Transfer (IST) copies. June 15: Remainder of product arrived at store. Customer picked up product at 6:33 pm and was billed on transaction #12084. Order was complete. While the customer states in his comment that the order was not ready on June 15, he, in fact, picked up 57% of the order on June 14 and the balance was complete and picked up on June 15. While the customer may have been inconvenienced due to 43% of the order taking one additional day to deliver, we do not feel that the store should be found guilty of unprofessional business practices. The store was at the mercy of the delivery of product coming from other stores and communicated with the customer daily as to the status of the order. The customer states that he hopes "to get my paint ready ASAP. Also, I want to get the refund for the additional cost that I paid to my contractors." We feel the store made a genuine effort to get this order completed in a timely fashion, that the bulk of the order was picked up by the customer in the time-frame they desired (1-2 days) and that the painter would be kept busy for at least 24 hours to apply the 35 gallons picked up on the 14th. We do not feel that we should bear responsibility for the additional cost paid to the contractors that the customer alleges he had to incur. Please let us know if you have any questions or concerns regarding this matter.  Regards, Craig K[redacted] Seattle District City Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Their response was very inaccurate and DID NOT address the sheen issue.  The name on the response is not one I'm familiar with, so I'm sure this is how the correct information was lost.  please ask them to review their information that way it matches the emails and texts I can send in.  Sherwin Williams, I will not give up on this, no matter how long you try to draw it out.  Giving me product and cash does not fix the original issue.  I still do not have a straight answer regarding how to fix the Dias' driveway.   
Regards,
[redacted]

SHERWIN-WILLIAMS. LEGAL DEPARTMENT April 6, 2017 By U.S. Mail and Email [redacted] Revdex.com 2800 Euclid Ave., 4th Floor Cleveland, OH 44115-7678 Re: Revdex.com Complaint #[redacted] Dear Ms. W[redacted] Please consider this correspondence as the Response of the Sherwin-Williams Company to Complainant's March 23, 2017 rebuttal, wherein Complainant states that communications with Sherwin-Williams "does not resolve [her] complaint". Email and text message forwarded to this office by the local Sales Representative demonstrate that he has met with Complainant, has educated her on the process of removing the current stain, has offered a refund of the purchase price of the original stain, and has offered to replace the current stain with the color and type of stain that Complainant has chosen. At this point, Complainant and Sherwin-Williams are awaiting suitable weather in which to begin the remediation. Therefore, Sherwin-Williams will keep this file open until the remediation is complete and Complainant is satisfied with the results. Very truly yours, (WP Carol A. [redacted] 
[redacted] The Sherwin-Williams Company 1100 - 1120 Midland Building, 101 W. Prospect Ave., Cleveland, OH 44115

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.  Sherwin Williams has agreed to reimburse me $1,000, which is a fair and equitable response. I thank you and them for everyone's efforts to rectify this situation.
Regards,
Edward V[redacted]

From: [redacted]Date: Thu, Jun 4, 2015 at 10:56 AMSubject: Re: You have a new message from the Revdex.com serving Greater Cleveland regarding complaint [redacted]To: [email protected][redacted], As per our conversation this morning, I am so upset about my deck chipping and peeling,  It is a mess.  What I am asking from Sherwin william  co, is the amount of $300.00 to coer the cost of a painter having to remove the existing mess, and apply new finish to it.  I understand that home epot have removed this product from their shelves. till further notice.  The product was, without a doubt, defective.  This is not a good way to treat a senior of 82 years old.  Itt is causing me much stress. awaiting yhour kind response.  Sincerely, [redacted]

SHERWIN-WILLIAMS LEGAL DEPARTMENT ECEIV: JUN 26 2017 BY:  June 21. 2017 By U.S. Mail and Email (iiicolu a elevelancl.Revdex.com.orizi [redacted] Revdex.com 2800 Euclid Ave., 4th Floor Cleveland, OH 44115-7678 Re: Revdex.com Complaint #[redacted] Dear [redacted]...

[redacted]: Complainant states that she originally purchased products from Sherwin-Williams in 2016 and in January of 2017. Complainant states that she was overcharged for products and charged for products that were not received. Providing professional, outstanding customer service is a top priority at Sherwin-Williams. Local Sherwin-Williams representatives have reached out to Complainant in an attempt to resolve the complaint. These efforts have not resulted in a mutual resolution. In an effort to ensure that the Complainant has the most pleasant experience with the Sherwin-Williams Company. we would offer to settle with the Complainant for half of her requested amount. This amount would be $ 1,366.25. She will be financially liable for the balance in exchange for her signing a Release of her claim. Very truly yours. Carol A. S[redacted] OSBA Certified Paralegal Telephone: (216) 566-2433 Facsimile: (216) 263-0649 E-Mail: carol.a.sobecki(iPsherwin.com CAS:

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted],I did not "demand" immediate refund, I was asked how I would  like issue resolved.  I would like the issue resolved they way your employee suggested when I spoke with him on July 3rd.  When I called three weeks ago, I was told "the check was processes and you will receive it soon." When I called last week, I was told "the check was cut and yeah you'll will receive it" and now your response on August 25th was that the check was mailed August 24th.  As of August 26, 2015, I have still not received a refund and it has been 8 weeks since I was originally promised a refund.  If I had known the check would not actually be delivered, I could have tried to return the product to [redacted] Hardware but since I mailed in the receipt, this is no longer an option.  I also don't think [redacted] should be held responsible for your product which does not work but I did inform them of the results (or lack of results) of using your product on my walkway so they can be aware.  Since this is the third time I was told the refund would arrive "soon", I can't accept you response until I actually receive the refund.  I would also hope this would be forwarded to the correct department to retest your product because it did not remove the algae or anything else from the concrete walk way as promised. From your website: "Removes stains from dirt, mildew, algae and fungus on a range of outdoor
surfaces, including wood and composite decks, fences, concrete,
masonry, brick, stucco, outdoor furniture, roofs, siding and some
fabrics such as awnings and vinyl plastics."
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
How can you stand by your response when it is incorrect in many ways???  I hope the Revdex.com actually reads this and gives me a place to send all of my texts and emails to, this is ridiculous.  I want answers, stop trying to buy your way out of this.  if I don't get answers, I will not give up, I will be your biggest pain in the @$$ until I get an answer that works.  please stop wasting our time and get to the bottom of this.  for the record, nobody from Sherwin Williams has contacted me after I made this complaint.  how awesome is that for customer service.  how interested are they in finding a solution instead of trying to buy me????   
Regards,
[redacted]

LEGAL DEPARTMENT
August 7, 2015
By email and U.S.Mail[redacted]Revdex.com, Inc.2800 Euclid Ave., 4th FloorCleveland, OH 44115-2408[redacted]
Re: Revdex.com Complaint #[redacted]
Dear [redacted]:
Complainant re-opened the above Complaint on July 27, 2015 because Complainant “has not been in contact with anyone from the company”.
The local store manager and sales representative visited Complainant’s home on or about July 14, 2015. They took coating samples from problem areas on Complainant’s house. The chips were sent to our laboratory and are in queue to be tested; this process can take up to four weeks at this time of the year.
I spoke with Complainant on July 27, 2015 and explained the laboratory testing process and we agreed that no further action can be taken until testing is completed. As of the date of this writing, the results have not been published. When test results become available, they will be shared with Complainant and a resolution will be made.
Very truly yours,
Carol A. S[redacted]OSBA Certi?ed ParalegalTelephone: (216) 566-2433Facsimile: (216)515-4400E-Mail: [redacted]CAS:

Please let this e-mail serve as The Sherwin-Williams Company's ("SW") response to the complaint made by [redacted] regarding H&C concrete stain solid color solvent based coating (the "Product").  SW does not believe that Mr. [redacted]'s complaint has merit.   Mr. [redacted] complains that 2...

different driveways that he coated with the Product have inconsistent sheen.  Based upon our investigation of these complaints, it appears that the differences in sheen are the result of application issues.  Specifically, on the first driveway the Product was thinned too much and it rained 15 minutes after application according to the homeowner.  The second driveway has too much material in several areas that resulted in bubbling.  It also appears that the product was also thinned too much.  SW has recommended a solution for the issues that Mr. [redacted] has experienced, but he has apparently rejected them.  To our knowledge Mr. [redacted] has not followed SW's recommendation.   Nevertheless, in an effort to resolve this matter amicably, SW is willing to pay Mr. [redacted] the total sum of $250 in exchange for a complete release.  Please feel free to contact me if you have any questions or would like to discuss this matter further. Thank you. [redacted]Litigation CounselThe Sherwin-Williams Company101 Prospect Avenue, N.W.1100 Midland BuildingCleveland, Ohio 44115(216) 515-4551(fax)  515-4400[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

SHERWIN-WILLIAMSLEGAL DEPARTMENTMay 20, 2015By email and U. S. Mail[redacted]Revdex.com, Inc.2800 Euclid Ave., 4th  FloorCleveland, OH 44115-2408[redacted]Re: Revdex.com Complaint #[redacted]Dear [redacted]: Complainant alleges that a family member had applied...

Thompson’s WaterSeal Exterior Transparent Stain to her deck and railings in September of 2014. Complainant further alleges that the stain began peeling in October or November of the same year. Complainant’s daughter- in-law contacted the Sherwin-Williams Customer Service Department and was told that she could receive a refund of the purchase price of the stain under the product satisfaction guarantee; it was explained that said guarantee does not provide compensation for labor.The product label Satisfaction Guarantee states, in pertinent part:. . . If this coating fails to perform when used according to label directions, uponproof of purchase, The Sherwin-Williams Company will furnish an equivalentamount of new sealer at no cost or will refund the purchase price. This guaranteedoes not include labor for the application of any coating. . .Complainant’s daughter-in-law agreed to the refund of $92.66. A check has been processed and sent to Complainant.Customer service is important to Sherwin-Williams. The company has issued a check for the purchase price of the coating, pursuant to the product satisfaction guarantee. Accordingly, we believe this matter has been resolved.Very truly yours,[redacted]OSBA Certi?ed Paralegal

The following was a copy/paste by Revdex.com Staff  Complainant purchased two cans of [redacted] spray paint for use on a bookcase painting project. She was unhappy with the way that the paint covered the surfaces. In her 8/14/17 notice to Revdex.com, Complainant stated the disputed amount to be $20.00. As Sherwin-Williams Customer Service representatives understood Complainant, she wanted to be reimbursed for two cans of [redacted] spray paint and produced receipts for her purchase. Complainant received a check for $8.57, with the understanding that Complainant would forward receipts after she purchased replacement paint. She then demanded up-front payment for replacement paint. On 9/14/2017 Complainant stated that she received a second check for $12.00, bringing her total settlement to $20.87. In other words, Complainant has been reimbursed for the [redacted] paint the she did not like, plus she was given funds to purchase replacement paint. Now Complainant wants $50.00 to settle her claim. Sherwin-Williams has compensated Complainant in the full amount of her original demand; she needs only to cash the two checks which she has received.

SHERWIN-WILLIAMS. LEGAL DEPARTMENT March 13, 2017 By U.S. Mail and Email ([redacted]) Ms. Linda [redacted] Revdex.com 2800 Euclid Ave., 4th Floor Cleveland, OH 44115-7678 Re: Revdex.com Complaint #[redacted] Dear Ms. L[redacted] Complainant alleges that she was sold a deck...

stain that was not the color or sheen that she had wanted. She further alleges that the stain has ruined her deck. It is the policy of The Sherwin-Williams Company is to enlist local management, at multiple levels, to resolve Revdex.com Complaints. Because superior customer service is important to Sherwin-Williams, a local store manager has attempted (three times within the last week) to contact Complainant to discuss resolution of her claim. None of those phone calls were answered, nor was any response made to the messages. Local management will continue to attempt to contact Complainant to discuss resolution. Very truly yours, Carol A. [redacted] OSBA Certified Paralegal Telephone: [redacted] Facsimile: [redacted] E-Mail: [redacted] CAS: The Sherwin-Williams Company 1100 - 1120 Midland Building, 101 W. Prospect Ave., Cleveland, OH 44115

March 7, 2016
[redacted]
Revdex.com, Inc.
2800 Euclid Ave., 4
th Floor
Cleveland, OH 44115-2408
[redacted][email protected]
Re: Complaint #[redacted]
Dear Ms. [redacted]:
Complainant alleges that Sherwin-Williams SuperPaint has become mildewed after less than two years on her home...

and requests that the company replace the product under the 25 year warranty and provide labor to have the home repainted.
A thorough investigation was done by local representatives of Sherwin-Williams. A retained sample from the same batch as Complainant’s paint was tested by a lab and found to be within standards. Further, mildew had formed on parts of Complainant’s house where the substrate is wood; substrates of other content were unaffected. Therefore, it was determined that only the wood portions of the house will be remediated and recoated.
Because customer service is important to Sherwin-Williams, replacement paint or a refund will be provided to Complainant. The local store manager and district manager are communicating with Complainant to resolve the issue.
Very truly yours,
Carol A. S[redacted]
OSBA Certified Paralegal
Telephone: (216) 566-2433
Facsimile: (216) 515-4400
E-Mail: carol.a.s[redacted]@sherwin.com
CAS:
By email and U.S. Mail