I contacted Johnstone’s to let them know about a design fault on their tin which had resulted in a tub of garden paint leaking all over the boot of my car and dripping through the house as I took it to the garden.
The handle of the paint sticks out of the body of the tub and that’s where it had leaked. The pigment, a black colouring much thinner than the paint had leaked through this handle hole.
The paint inside was spoiled and grainy, where the air had got to it.
I contacted Johnstone’s first on Facebook and told them what had happened and sent them photos. They seemed quite helpful at first, and told me to send the photos to the technical department.
But Helen in the technical department could not have been less interested.
She said I couldn’t send the paint tub back to her, they couldn’t send a label for it’s return (even though if an item is faulty, it’s the manufacturers responsibility to pay for postage returning it). She wanted me to put this leaky tub of paint back into my car after I’d cleaned the last mess out and return it to a store.
When I told her that I wouldn’t do that, we agreed that I’d empty the paint out and send her (at my expense) the empty pot to inspect. She told me to make sure it was completely empty (god forbid Helen might have to deal with a leaky paint mess like I did).
After considering how tf I would empty the paint, where I should store a bucket full of spoiled paint and how on earth I would dispose of it, I decided not to even entertain it. I mean what would I do, the bin men won’t take it, it can’t go down a drain, I can’t carry a bucket full of paint in my car to the dump - every corner I take would have it spilling!
All I needed was one tub (I’d saved two of the three I bought) to finish my fence.
Johnstone’s were not prepared to replace it.
So I emailed Helen again at Johnstone’s technical team to tell her that I wouldn’t be sending her a the empty pot but asked her where I was meant to find more of the particular shade as nowhere near me had any stock left.
Helen suggested I go to a stockist who could mix it for me. That would probably cost three times what I paid for the first tub.
So, all in - Johnstone’s, your customer service is diabolical.
I sent photos showing the tubs and the leaks, and the damage.
Zero interest what so ever.
No attempt to make things right.
No apology for the mess that the faulty tub caused or the hours I spent cleaning.
No replacement. I mean, seriously - how hard is it just to say, I’m ever so sorry this has happened, we will send you a replacement.
Johnstone’s paint were the cheaper option for painting my fence, but I should’ve just stuck with Cuprinol. Lesson learnt.
Review by Siz Padernal3 months ago
Tamworth branch are really helpful. Always buy as paint is good. Had a dodgy paint and replaced straight away. Their eggshell paint is amazing. They produce good paint. Make sure you use eggshell or the scrubable sheen one or the covaplus. Would recommend.
Review by Shenley5 months ago
I have used the Derby Branch to buy various decorator products, and I run a VAT registered company involved in producing international trading floors, data centres and boardrooms. So decorating is not the our main business, but we're definitely in the trade.
Generally the staff are helpful, but this time around, not so. I needed a 5 litre can of aluminium primer for a woodwork project my company is running for a local charity. The usual question, do you have an account..? "No, but my company is involved in construction."
I thought the price was a bit steep, but was in a rush so paid up. It was not until I checked a few days later I discovered the "trade" price I'd been charged was in fact £20 more than you can buy the paint retail (including delivery to our door).
I don't think I'll bother Johnstones with my custom in the future. They seem to operate a bit like Jewsons, the price varies a lot.
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