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| - Here's how it went...
I walked in with a quart of paint I had bought here in the past to get another quart. It was an "oops" but nonetheless, I needed another quart and wanted the same brand of paint color matched.
Seeing the paint fella was busy with another customer, I proceeded down the isle to get the proper base can ready and save him a minute or two... He exclaimed "you won't find no paint colors down there". This was belittling. Why did he assume where I should be looking to shop? I am no feminist by any means, yet I sure felt like since I was a woman, he was directing me to my place at the paint chips and not in the isle of actual paint products.
Now it was my turn. He seen I had grabbed the matching base and I think it pissed off his ego. He proceeded to lecture me on how the machine will tell him what base to use. Really? Seemed pretty obvious to me a shade of muttled black would probably need the exact same can of base. I was belittled again.
I proceed to shop around for other things, the fella who helped me get a drill bit and the lady who let me into the spray paint were both awesome.
I came back to see how the paint guy was doing. He seen me and muttered "I am still working on it". I wondered why I heard no blow dryer drying a sample or anything, but anyways...
He shows me the match he made. It was jet black and the best he could do. Ok. I let him know politely that is the worse color match I have ever seen from a machine. He proceeds to lecture me on the machine and how the paint it too old, so it cannot code the color. And because it is so thick, it also cannot code the color. He suggests I put a 1/4 cup,of water in it to thin it and get a smooth surface paint sample for him to scan, because he does not have the capability and tools to make a paint sample here. I even stick my finger in and spread the paint thinly on the lid to make a paint sample for him to scan. He says the lid is too warped for that. Shows me his scan gun and lectures me on how the device works, what size sample he needs and smooth to make it work. He then shows me his stir stick that he dipped (and yes, there was only 1" of paint in it, air was in the can, it did thicken up) and explains it won't dry enough for him or the surface is not smooth enough to get a proper sample, if I bring him one maybe he will have better luck. I was searching the area for the blow dryer I never heard, you know like other places use to dry a sample on scrap card stock. Anyways, I walk away, literally rolling my eyes.
As I checkout with my old quart and the lid loose, I ask for a piece of tape to hold it in place. I realize it was warped and well used from many times opening it. Wouldn't good customer service have realized that? When he hears me ask that clerk, he then pipes up offering more tape to hold the lid closed. He also sees that I am rolling the paint on my finger, drying it off, from sticking it in the can and offers for me to use the sink down the isle to wash my hand?! I just about blew my top....
You even have a sink handy and cannot use it to thin my paint to help with that sample to scan? You are really sending me home to make a paint sample? Wow.
I check out with the other items, no paint, head home and make a paint sample...
And head directly to Lowes to get a quart of color matched paint. It took ten minutes. Done deal, perfect match. $15 Ace did not get.
I contemplate with all my time wasted why this guy was so weird about it all? Is he incompetent or even being thoughtful, maybe his boss doesn't provide scrap paper and a blow dryer? I found my answer when I returned to Ace to return the other items I had bought. I couldn't stand the thought that they got those purchases when this experience was so stupid and unnecessary. The clerk asked why I was returning everything, I responded because of the belittling experience I had. I even admitted I was so pissed off at first, I left so I wouldn't be mean. I pointed out if she could mention to the manager to provide the paint department with scrap paper and a blow dryer so they could help make a proper sample for scanning. She said "he is the manager.", the guy making paint.
Great, no point in complaining to him then.
My "old paint" was purchased less than a year ago at that store.
I have been painting houses for 25 years, this guy misjudged my 5'3" female self. In my own painting business, my "paint people" could match better than that by eye. I have seen professional paint mixers code match from rough surfaces such as fabric and textured wall paper long before the fancy scan machines of today.
I will happily pay more for good customer service, this manager needs a few lessons in that department. I will not return.
Something that should have taken 20 minutes turned into 1 1/2 hours.
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