Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a counter refinishing kit from **** ***** website and it was delivered in a thick cardboard box. The box had zero damage to it and not even a scuff mark so the issues with the product happened either at the companies packing facility or their warehouse. When I opened the box to inventory it and prepare to begin my refinishing project I discovered that the paint pan provided was broken and very brittle like old plastic becomes or when stored it a hot environment. This is concerning, if the paint pan is old and crumbling how old is the rest of the products in the box. I don't want to start a project only to find out the paint or hardener is degraded due to old age. I contacted the company and was informed I was with-in the 30 day window so no issue accepting the product back. However I would have to pay a 25% restocking fee. If this was a product in brand new shape and able to be resold that would make sense if someone has buyers remorse. But this is not that situation. This is a faulty product so therefore should not have a restocking fee as it is not going back on the shelf. I explained this to the CSR on the phone and all she kept saying is sorry there will be a restocking fee. This seems like very bad policy to sell defective products and then expect a customer to pay 25% to send it back. Where are the ethics.

  

  Business Response

  Date: 03/20/2023

  BBB -  We appreciate the chance to respond to this claim.  We have reviewed this customers order.  He placed an order for a ***** *** ******* *********** *** with Non-Slip and an EZ Etch Kit.  We are certainly sorry to hear about the damage to the plastic paint tray within the kit.  While rare, if a kit hits a surface hard enough in transit, it could cause damage to the inner paint tray.  We would happily replace the paint tray at no additional cost to the homeowner.  The customer is correct, though.  Should they decide to return the products for a refund, we would happily do so within the 30-day purchase window.  We would issue a full refund, minus our standard restocking fee.  This is all outlined in the Shipping section of our website.  While we appreciate the customers theory, to suggest that a damaged paint tray somehow casts a negative shadow onto the integrity of our paint products is a bit of a stretch.  Things happen, shipping errors occur.  What remains true is that ********* stands behind our products, and has offered to replaced the item.  So the customer knows, our paint products are manufactured on-site, to order.  Meaning the kits and coating are made in small batches and aren't created more than days before their arrival.  While we remain committed to the highest quality of customer service, it should be noted that we have never received communication from this customers regarding this matter.  One would think a customer would approach the business first about an order concern prior to issuing a threatening complaint through the BBB, no?  Had this customer reached out, we would've issued the same pledge we gave here...that we would replace the damaged item at not charge.  Should you decide to do this, please contact John at *********.  Alas, the customer is correct, if he does decide to return the products, we will happily accept the return and issue a full refund, minus our standard restocking fee.  Thank you.   

  Customer Answer

  Date: 03/22/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. While replacement of the broken and inferior product is a nice gesture. As I mentioned it puts into question the quality of the rest of the products in the package and I can't afford to ruin my countertop. Secondly and more importantly I am offended by the implications that I did not contact them first as stated by them in thier response. I have attached the phone record of my call with them which lead to the complaint in the first place. Thier charging a restocking fee and me having to additionally pay for return shipping of a broken product is ridiculous. Lastly blaming the shipping company is unprofessional and just passing blame. As stated the package was in pristine condition and everything in package was neatly in place. Suggesting a bump in the road could cause the damage to thier product just lends to the over all quality of thier product. I have purchased paint pans on many occasions and they are still in the garage after multiple uses and years of service. They will probably be here for a long time. This paint pan was thin and brittle and broke further upon touching it. Thank you for your time in this matter.  
  
  
  
  Regards, 
  
  ******* ******

  

  Business Response

  Date: 03/22/2023

  BBB - Thank you again for your support of this matter.  As mentioned, we have acknowledged and apologized for our error regarding initial communication with this customer and confirmed the swift resolution we provided at that time (resending a new paint tray).  It feels as though the conversation is going in circles.  At the end of the day, the only satisfactory conclusion it seems this customer will accept is a full refund with no deduction of restocking fees.  Unfortunately for this customer, our return policy was available for preview prior to purchasing the products.  Upon purchasing said products, the customer indirectly agreed to the conditions of our return policy.  As noted previously, we have provided and supplied a 'no cost' solution to this customer before this BBB complaint was ever issued (the replacement paint tray).  Any return of goods at this time, will be considered a choice.  We will, as mentioned, continue to honor the return policy outlined on our website should the consumer choose to return the goods.  If the customer does choose to keep and use the kits, it should be noted that the same high quality customer care & technical support will be provided.  At this point, it is our belief that the BBB should mark this complaint as satisfied, if not remove from the records altogether.  We value and appreciate the support that the BBB provides to business's and consumers alike.  Having been an active member for decades, we truly believe in their mission.  We do not, however, support consumers taking advantage of the BBB, using it as a means of besmirching businesses that have worked diligently to provide the sort of high quality, customers care that is so rare these days.  We would appreciate this complaint being marked as closed and satisfied, if not removed from the records altogether.  Thank you again.