I had a very unfortunate experience at this location. I needed a paint matched. I Originally went Lowes, but the match wasn't close. Lowes happily let me return it. I have had great experiences with the Mount Vernon Shirwin-Williams, so I took my small paint sample in to them. It took them 45 minutes to an hour make the match, which is no problem. The staff who waited on me, painted part of my small sample with the new paint. It looked good to me, so I took it home. However, it was too far off from matching. I took it back hoping that they could adjust it to match better. I took the original sample, and cut out a larger sample from my wall, thinking it might make it easier for them to match. The first thing the staff member said when I showed him my original sample (which the original staff member had painted with the paint they had mixed) and the larger sample is "that's a different color" which of course it was, due to the original staff painting part of my first sample.
This time it was over an hour and 1/2 to match it. I went to pick up the paint, and was told they would only charge me 1/2 price for this can of paint, since they were not able to adjust the paint I had just purchased and had to start all over again with a fresh can. (I had already paid full price for the original can)
He said the first sample I brought in was not a good sample, and started asking where I had cut it from. I asked why the original staff person didn't just tell me it wasn't a good enough sample to match from. He started saying that there was some debate about one sample having possibly some sheen to it and the other was flat. I felt like he thought I was trying to get something more than what I paid for. I was still in doubt about the match, and was concerned about what might happen if it didn't match either, so I said "Thank you" and left the store.
I was just trying to see if they could match some paint. I wonder why the first staff member didn't just tell me they needed a better sample, and why when they realized that they could not adjust the original can that I paid for, that they didn't call me to tell me it would cost me half as much more, before starting with a fresh can of paint. I understand they need to make money, and they say they do the best they can to take care of customers. It just makes me sad to think how all of this could have been avoided.
