Sherwin-Williams

Last week I placed two orders online with the Sherwin Williams store in Harleysville, PA (280 Main St Ste 108A) after having spoken with someone in the store on the phone for some paint recommendations. I received two emails for each order, one stating the orders were received and another stating the orders were being filled. These emails were received Tuesday, 13Jul2021. After having not received an email stating the orders were ready to be picked up (which is a VERY common occurrence with this location - it is very rare I get an email confirming my order is ready), I proceeded to call the store to verify if my orders were ready. Each time I called, there was no answer to the store phone, [protected]. I called the store no fewer than six separate occasions (three of which occurred Saturday AM) and no one answered. There was no option to leave a voicemail. Saturday afternoon, I drove to the store to pick up my paint as I noted there were pending charges on my card for the total amounts of both orders. When I arrived at the store, I was met by an extremely indifferent employee. I explained the situation and for the next 10 minutes, I stood and watched this individual page through something on the computer telling me he could not fill any of the order except for one item, which it turns out that after 10 minutes, could not be filled anyway. I was informed that the store did not have ANY of the paint I ordered (which was 3 different types of paint - one of which was confirmed in stock when I spoke with someone Tuesday), nor were there other sizes available. When I inquired about the process for notifying customers that an online order could not be filled, I was told there was no process and to not use the online ordering as it is "terrible and doesn't work" and that I should call the store instead to order. When I reminded this individual that I had called the store on 6 separate occasions, I was told the phone in the store doesn't work. When I asked when the paint would be back in stock, I was told there was not estimated time as everything I had ordered had been out of stock since February. I know that the phone at this store works as I had used it last week and spoken with an employee. I also know that 3 different paints I had ordered have not been out of stock since February since I picked some up earlier this month. I do not appreciate being yanked around by employees who are clearly lying to customers, wasting my time waiting on and then driving to a store that doesn't have what claims to be in stock online/accepts as an order, nor do I feel its appropriate to push pending charges to my credit card when there was never any intention of filling the order or of notifying the customer of the inability to fill. I'm EXTREMELY frustrated with this store and provided my contact information to the employee to give to the store manager, Justin Goodman. I was told I would receive a call from the manager this morning, and as of 1 PM, I have not received a call and yet again cannot get an answer on the store phone. I strongly suggest you evaluate your automated systems and inventory as I should not be able to place an order that cannot be filled and should be able to get ahold of someone without driving to the store. I intend to report the charges as fraudulent to my credit card if they charges go through and will be searching for other locations/providers for paint moving forward. I have been a Sherwin Williams customer for years and have used this location a number of times without major issue. This experience, paired with the fact that the last can of paint I picked up from the store had pigment "explosion" all over the can and was filled to the point that it drained everywhere when I opened the can and made a huge mess and stained my flooring, has soured my opinion of your product and service. As an individual who works in a service industry, this type of behavior and treatment of customers is simply unacceptable.

An additional note: I attempted to file this complaint directly with Sherwin Williams and received error messages stating the page doesn't work. This issue, which I believed to be isolated to a single location, appears to be a larger customer service issue with Sherwin Williams as a whole. Emphasis on customer service starts at the top... as does complete disregard.